2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. In Mr. [redacted]’s inquiry he states he purchased a phone from Gettington in September and started having problems with the phone in November. When Mr. [redacted] contacted us he states he was advised the item could not be returned and he needed to work through the manufacturer to resolve the problems with the phone. Mr. [redacted] is requesting to have the phone replaced before he returns the defective phone since he cannot be without a phone due to a medical condition. Our records indicate Mr. [redacted] placed the order for the Boost Mobile Android Smartphone on September 13, 2016. Our return policy for mobile devices is listed on our website and is as follows: Returns are limited for Mobile Devices. Once shipped only defective or damaged devices can be exchanged for an identical device. Defective or damaged exchanges must be within 30 days of purchase. When Mr. [redacted] contacted us on December 2, 2016 via email advising us that he was experiencing issues with his phone, we advised him to contact LG at ###-###-#### as the phone has a 1 year limited manufacturers’ warranty. On December 6, 2016 Mr. [redacted] contacted us by phone and advised he needed a replacement phone before he returned the defective phone. The agent advised Mr. [redacted] we could not accept the return of the phone since it was outside our return timeframe for mobile devices. Mr. [redacted] requested to speak with a supervisor and on December 7, 2016 a supervisor attempted to contact Mr. [redacted] per his request as the phone number provided for the call back was invalid. The supervisor sent an email to Mr. [redacted] advising him to contact us. On December 12, 2016 and December 14, 2016 Mr. [redacted] contacted us again and was advised he could not return the phone due to being beyond our return policy timeframe. On December 16, 2016 a proof of purchase was sent to Mr. [redacted] per his request. Please understand, applying policies fairly and consistently to all customers is among our top priorities. We are unable to accept the return of the phone or to send an exchange due to our policy being applied the same for Mr. [redacted] as it would for any customer with similar circumstances. Since the item has a 1 year manufacturer’s warranty, Mr. [redacted] should contact LG for further assistance at ###-###-####. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
2016 ...⇄ Revdex.com of Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.[JW1] Mr. [redacted] states Fingerhut sold him a defective comforter. He claims Fingerhut will not accept the item as a return. He does not want to pay for a comforter that he claims was defective. Our records indicate Mr. [redacted] purchased a Down Alternative Stripe Comforter - King on July 18, 2014 for $107.99 plus $17.99 shipping/handling. Mr. [redacted] contacted Fingerhut on January 1, 2015 stating the comforter he received had a hole in it. A Fingerhut representative explained the return policy which states: We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only. On February 2, 2015 a Fingerhut representative sent a prepaid label to return the comforter to Mr. [redacted]’s email (R[redacted][email protected]). As the return was outside of the timeframe for allowable returns, the representative should not have sent the return label to Mr. [redacted] as Fingerhut would not have accepted it. We apologize for this representative error. We received the return on February 16, 2015. On February 18, 2015 we mailed a letter to Mr. [redacted] stating we were unable to accept the return for a refund or exchange due to the length of time that has passed from the date of purchase. Mr. [redacted] contacted Fingerhut on February 19, 2015 insisting a credit be given for the comforter. As a one-time exception to our return policy, the full merchandise price of $107.99 was issued to Mr. [redacted]’s Fingerhut account. Mr. [redacted] was still required to pay for the original shipping/handling of $17.99. As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Since credit for the merchandise was issued as a onetime exception, Mr. [redacted] was required to pay the original shipping/handling of $17.99. Mr. [redacted] purchased an additional Down Alternative Stripe Comforter - King on March 17, 2015.On May 2, 2016 Mr. [redacted] requested to return this item. We informed him we were unable to accept this item as a return due to the length of time that has passed since the item was ordered. The last payment we received from Mr. [redacted] was on January 3, 2016. After this payment his balance was $81.92. We did not received a payment in February 2016 which resulted in a $8.99 late fee, March 2016 resulting in a $17.98 late fee, and April 2016 resulting in a $28.97 late fee. When Mr. [redacted] opened his Fingerhut Credit Account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” As a reminder, Mr. [redacted]’s Account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest changes whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account’s current Annual Percentage Rate of 25.15%, and the monthly charges will vary in relation to increases or reductions in the account’s balance from month to month. On January 11, 2015 Mr. [redacted] requested to close his account with Fingerhut. On that same date his request was processed and his account was closed. Per Mr. [redacted]’s request his account was reopened on February 9, 2015. Mr. [redacted] requested his account be closed again on July 31, 2015. That same date his account was closed. If his account was not paid in full when he closed it, his outstanding balance will continue to accrue interest and other changes and be subject to the terms and conditions of the Agreement. After July 31, 2015 Mr. [redacted] was not able to use his account for any further purchases. We have reviewed and found the credit bureaus are reporting accurately at this time. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states: “If you fail to fulfil the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good stating will be reported as well. As of the date on this letter Mr. [redacted]’s account balance is $147.06. A minimum payment of $58.95 is due by June 5, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [JW1]Let’s add an itemized statement so he can see why he is being charged what he is.
We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review.
account was not in a current status after the three consecutive payments that were made the last being December 19,2017. According to the terms of the companies agreement my account should have reflected as current because all of my payments were made on time if not early. When I called on January 2,2018 the last payment had been made at least 10 days prior and my account was current. Fingerhut. Did not resolve their system to have it reflect the information until I filed this complaint. every month I made a payment and called about the balance that was still showing past due. Every month I was told I was fine the system will update the information after the payment was made. I still have not received a replacement part for this defective item. [redacted]
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the items she returned to us and her dissatisfaction regarding her liability for the original shipping and handling fees. Our records indicate an order was placed by mail on October 27, 2015 for the Alcove Tab-Top 80”W x 84” L Panel Pair in Spice totaling $79.98 with shipping and handling. The order was shipped to the address we have on file for Ms. [redacted] and was delivered on November 3, 2015. On November 12, 2015 we received the return of the panel pair and credit was issued in the amount of $52.04. The reason Ms. [redacted] indicated for the return was that the color was not as expected. On November 13, 2015 an order was placed for the Alcove 80”W x 84”L Insulated Foamback Tab-Top Panel Pair in Camel totaling $79.98 including shipping and handling as an exchange for the original order per Ms. [redacted]’s request. The order was shipped to the address we have on file and was delivered on November 23, 2015. We received the return of the panel pair in camel on December 10, 2015 and credit was issued in the amount of $52.04. Ms. [redacted] indicated the reason for return was that the color was not as expected. Our return policy is listed in our catalogs and on our website and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. The original shipping and handling charge of $19.99 and return shipping fee of $7.95 for each panel pair was not credited due to a “non qualifying” return reason. On December 14, 2015, Ms. [redacted] contacted our Customer Service D epartment regarding the balance on her account. The balance at that time was $55.88 for the original shipping and handling fees and the return shipping fees for both orders. On January 29, 2016 Ms. [redacted] spoke with an agent from our Billing/Recovery Department and advised her the balance remaining on her account was due to the original shipping and handling fees and return shipping fees. Ms. [redacted]’s monthly statements have been sent to the address we have on file for her, however to this date we have not received any payments. When Ms. [redacted] opened her Fingerhut Account she agreed to the terms and conditions of the credit account. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On May 15, 2016 Ms. [redacted]’s billing statement reflects the current balance on her account is $113.83. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. Furthermore, because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. The Fair Credit Reporting Act requires us to report accurate information to these agencies. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I will proceed and contiue to fight finger Hut on this because their lieing and should be aloud to get away with this!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
CONFIDENTIAL COMMUNICATION [redacted] Jessup, Pennsylvania 18434-1833 May 4,...
2017 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband order. Ms. [redacted] states that she purchased a pair of shoes on April 13, 2017 and she received a confirmation email that she would get tracking information once it was available. She is unable to view the order status online. She further states that she contacted Haband and has not received a response. Our records confirm that Ms. [redacted] placed an internet order on April 13, 2017 for a pair of Comfort-well® by Beacon® Stretch-n-Form Pumps for $21.99 and free shipping. The order was shipped on April 19, 2017 via UPS Sure Post with the tracking number [redacted] and was delivered by the local post office on April 25, 2017. The USPS tracking number is [redacted]. We received an email from Ms. [redacted] on Saturday, April 29, 2017 with a request to check the status of her order. Since our customer service department is closed on weekends, a response was sent to Ms. [redacted] on the next business day, Monday, May 1, 2017. I called Ms. [redacted] on May 4, 2017 and she was not available to take the call. I spoke with her daughter who answered the phone asked what the call was in regard to. She stated that she filed the complaint for Ms. [redacted] and that she received the order. If Ms. [redacted] has any further questions or concerns, she may contact Customer Service at ###-###-#### between 9 am- 9 pm (EST), Monday – Friday. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
I am rejecting this response because: The unit was defective and not even used very often so now I have a laptop that does not work correctly. I will never buy anything form their company again and I did return it within the 90 day period. I used it maybe 5 or 6 times tops, I'm so disappointed in this response and they didn't even bother calling me about the issue. Not happy at all at this point....I'm sorry but this is terrible customer service.
2016 ...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he has been receiving mailings from Fingerhut for several months addressed to an individual who does not reside at his residence. This has now been corrected. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
made by the business in reference to complaint ID [redacted], and find that this resolution ( if credit is applied to Fingerhut account) is satisfactory since I will need to go elsewhere to have the ring repaired. Thank you for allowing me to explain my situation with Fingerhut.[redacted]
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states two payments of $25.00 were made in error, and she wanted to cancel one of the duplicated payments. Ms. [redacted] also states, one payment was reversed and one was cancelled. Ms. [redacted] wants her $25.00 payment to show on her account. After reviewing Ms. [redacted]’s account, we show two payments were indeed made in the amount of $25.00. After these payments cleared, we reversed one payment to the credit card used. We do not show a payment being cancelled. We show a payment of $25.00 was processed to Ms. [redacted]’s WebBank/Fingerhut Advantage Account on December 02, 2016. We apologize for any inconvenience this may have caused. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a PayCheck Direct Account. Ms. [redacted] states she requested a copy of her account history but has not received one. She states she did not receive the...
item she purchased, and when she tried to reorder it the item was out of stock. Ms. [redacted] purchased a different TV in which the payments on the first TV she did not receive were not applied to the purchase. Her desired resolution is to have the first payments on her account refunded to her. Records indicate Ms. [redacted] placed an order for a LG 65” 4K LED Smart TV with webOS 3.0 on November 22, 2016. On that same date a payment in the amount of $42.58 was received. This order was cancelled on November 30, 2016 and a 10% discount was offered as a courtesy. When the order was cancelled Ms. [redacted]’s account had a credit balance of $42.58. Ms. [redacted] purchased a LG 65” 4K LED Smart TV with webOS 3.0 with delivery included on December 1, 2016 for $1,810.48. An additional payment in the amount of $69.73 was received on that same date. Both the $69.73 and $42.58 was applied to the balance bring the next month’s account balance to $1,698.17. Ms. [redacted] accepted the 10% discount and her account was credited an additional $180.00 for this item on January 4. 2017. We have included a copy of Ms. [redacted]’s itemized statement with this letter. This statement shows all credits and debits for the duration of her account. If Ms. [redacted] has any additional questions she may contact PayCheck Direct Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain.
CONFIDENTIAL COMMUNICATION June 3, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’ states that the website failed to inform him of what the 2-day delivery process entails and if he was informed he would not have wasted his money. The information regarding the terms of 2-day delivery are stated on the website under the Customer Service/FAQ’s link on our website. In addition, during checkout an expected delivery date of May 16, 2016 was shown. Tracking shows that the merchandise was delivered to Mr. [redacted] shipping address on May 16, 2016. As a one time exception, we have issued credit for the full shipping and handling charges for this order in the amount of $29.98. Mr. [redacted] will see the credit reflected within 1-2 billing cycles on his statement. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2015/10/20) */
CONFIDENTIAL COMMUNICATION
October 19, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted] Jr, [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] Jr. regarding a WebBank/Fingerhut Advantage Credit Account.
Per the Account Terms and Conditions to which Mr. [redacted] has agreed, "We may increase or reduce your credit limit, or suspend or terminate your Account at any time without cause. We will provide notice to you to the extent applicable by law." Any reduction, increase, or other change to the account's credit limit is the result of ongoing systematic monitoring of the account activity data. This information may pertain to the customer's Fingerhut Account as well as their credit history as a whole.
Customers who show an overall strong performance with respect to credit may notice their Fingerhut Account has been given a credit line increase, either temporary or permanent. By placing an order or orders on their credit account during the time their temporary increase is in effect, the customer's regular credit limit is given a permanent increase matching the amount of the order(s), to a round dollar figure. If no orders are place within the applicable time frame, the temporary increase expires and the regular credit limit is restored.
In regards to Mr. [redacted]'s concern that the credit increases may lower his credit score, unfortunately, credit reporting agencies do not reveal the exact details and inner-workings of their scoring systems. What is known are the basic components and attributes of a credit file that are influential determinants of the overall credit rating. If our temporary credit increase would have any impact in this regard, it would be in relation to the "credit utilization" (also known as debt-to-credit-limit ratio), which is the percentage of available credit that has been borrowed.
While we feel this process does not have any long-term, unreasonable impact on our customers' credit ratings, we respect and accommodate customer requests to opt out of credit increases.
Our records indicate that Mr. [redacted]'s credit was increased to $2000.00 on June 3, 2015. On August 17, 2015 Mr. [redacted] requested to opt out of temporary credit line increases. This request could not be processed as Fingerhut requires customer's specify both temporary and permanent increases be frozen.
After another account review, Mr. [redacted] was given an additional temporary increase on September 3, 2015. Mr. [redacted] notified Fingerhut on September 10, 2015 that he no longer wanted any credit increases on the account. This request was processed on September 23, 2015 and his credit limit was frozen at $2000.00.
Per Mr. [redacted]'s request, his WebBank/Fingerhut Advantage Credit Account was closed on September 27, 2015.
We trust this explanation will meet Mr. [redacted]'s expectations, and would like to apologize for any confusion this may have caused him.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Records indicate Ms. [redacted] purchased a HP Stream 11.6" HD 4GB Windows 10 Laptop Computer on February 3, 2017. On April 3, 2017 Ms. [redacted] contacted Fingerhut stating she would like to return the merchandise. Due to the length of time that has passed since the purchase date Fingerhut would unable...
to accept the return as they require returns to be made in accordance with their return policy. We encourage Ms. [redacted] to contact the manufacturer, HP, at ###-###-####, for assistance with the product.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...
satisfactory to me. I do have one concern. The response I receive from the Revdex.com was satisfactory . Yet I receive a Letter threw the regular mail that states a negative response . I need to know which response is correct.
CONFIDENTIAL COMMUNICATION June 2, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states his computer is not working after the return period timeframe. He states the computer is not a quality product and Fingerhut should stand behind the products it sells. As we have stated previously, the computer Mr. [redacted] purchased on August 16, 2015 is unable to be returned to Fingerhut as we require returns to be make in accordance to our return policy. We also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit. Due to the length of time that has passed since Mr. [redacted] purchased the computer, he will need to contact the product’s manufacturer, Dell, at ###-###-#### Monday through Friday 8AM-9PM with any requests to repair or replace the item Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
I am rejecting this response because: Where did they get the information to open the account? I did not apply. What police department would I file a report with? Where is my signature? They need to provide proof that I opened the account. I never ordered anything. Where was is it sent? I never received anything. They did tell me that an item was returned. Where did they send the credit? That is who they should be going after. I want this off of my credit report and the debt removed from my name in any way.
CONFIDENTIAL COMMUNICATION April 28, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased an Anna Coffee Table on February 27, 2016. On March 11, 2016 Ms. [redacted] contacted Fingerhut stating the instruction manual and table legs were missing. A request was sent to the vendor to mail out the missing parts and instruction manual to Ms. [redacted]. Ms. [redacted] contacted Fingerhut on March 29, 2016 indicating she still had not received the missing parts or instruction manual. Ms. [redacted] was informed to allow more time for the parts to arrive. Ms. [redacted] contacted Fingerhut several more times between March 29, 2016 and April 22, 2016 indicating she still had not received the instruction manual or missing parts. On April 22, 2016 a prepaid label was sent to Ms. [redacted] to return the table for a full refund. A representative from the Executive Care Team contacted Ms. [redacted] on April 28, 2016 confirming she had returned the table and explained a full refund will be issued once received. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ca
CONFIDENTIAL COMMUNICATION January 24, 2017 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted]s, [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted]s regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]s indicates she placed the order on December 12, 2016 at 10:33 PM and as such her order was placed within the time frame required to receive free shipping for her order. She also states that the free nose trimmer was not located in a catalog but was offered on our website and said it would be applied at checkout and that there was no mention of an item number on our website. Ms. [redacted]s also supplied the date for us to investigate further into her concerns regarding the Customer Service agent she spoke to. She also included pictures of the shipping label and the return reason form for the items she received that she did not order. We have reviewed the information provided by Ms. [redacted]s regarding the promotion for free shipping. The order confirmation email indicates that Ms. [redacted]s order was placed at 10:33 PM Pacific Time. The details for the promotion indicate the order must be placed no later than 11:59 PM Central Time and as such the shipping promotion had already expired prior to her order being placed. As a courtesy, we have credited the shipping and handling charges for this order. Ms. [redacted]s will see the credit reflected within 1-2 billing cycles on her billing statement. Additionally, the details for the free nose trimmer included the item number for the nose trimmer on our website. Once the hair trimmer and the nose trimmer were both added to the cart, the price for the nose trimmer would have been updated per the offer. We were able to review the call recording with the information Ms. [redacted]s provided regarding her concerns with the Customer Service agent she spoke with. We sincerely apologize that the representative was unprofessional in his interactions with Ms. [redacted]s. Our agents are accountable to meet our professional standards and avoid any instance which may cause our customers to feel they are not valued, heard or understood. We appreciate Ms. [redacted]s bringing this to our attention and value her feedback. On January 20, 2017 we received the return of the incorrect items Ms. [redacted]s returned to us. Her account was credited in the amount of $76.99 for the items. Please allow 1-2 billing cycles for the credit to appear on her billing statement. If Ms. [redacted]s has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION December 27,...
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. In Mr. [redacted]’s inquiry he states he purchased a phone from Gettington in September and started having problems with the phone in November. When Mr. [redacted] contacted us he states he was advised the item could not be returned and he needed to work through the manufacturer to resolve the problems with the phone. Mr. [redacted] is requesting to have the phone replaced before he returns the defective phone since he cannot be without a phone due to a medical condition. Our records indicate Mr. [redacted] placed the order for the Boost Mobile Android Smartphone on September 13, 2016. Our return policy for mobile devices is listed on our website and is as follows: Returns are limited for Mobile Devices. Once shipped only defective or damaged devices can be exchanged for an identical device. Defective or damaged exchanges must be within 30 days of purchase. When Mr. [redacted] contacted us on December 2, 2016 via email advising us that he was experiencing issues with his phone, we advised him to contact LG at ###-###-#### as the phone has a 1 year limited manufacturers’ warranty. On December 6, 2016 Mr. [redacted] contacted us by phone and advised he needed a replacement phone before he returned the defective phone. The agent advised Mr. [redacted] we could not accept the return of the phone since it was outside our return timeframe for mobile devices. Mr. [redacted] requested to speak with a supervisor and on December 7, 2016 a supervisor attempted to contact Mr. [redacted] per his request as the phone number provided for the call back was invalid. The supervisor sent an email to Mr. [redacted] advising him to contact us. On December 12, 2016 and December 14, 2016 Mr. [redacted] contacted us again and was advised he could not return the phone due to being beyond our return policy timeframe. On December 16, 2016 a proof of purchase was sent to Mr. [redacted] per his request. Please understand, applying policies fairly and consistently to all customers is among our top priorities. We are unable to accept the return of the phone or to send an exchange due to our policy being applied the same for Mr. [redacted] as it would for any customer with similar circumstances. Since the item has a 1 year manufacturer’s warranty, Mr. [redacted] should contact LG for further assistance at ###-###-####. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION May 16,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.[JW1] Mr. [redacted] states Fingerhut sold him a defective comforter. He claims Fingerhut will not accept the item as a return. He does not want to pay for a comforter that he claims was defective. Our records indicate Mr. [redacted] purchased a Down Alternative Stripe Comforter - King on July 18, 2014 for $107.99 plus $17.99 shipping/handling. Mr. [redacted] contacted Fingerhut on January 1, 2015 stating the comforter he received had a hole in it. A Fingerhut representative explained the return policy which states: We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only. On February 2, 2015 a Fingerhut representative sent a prepaid label to return the comforter to Mr. [redacted]’s email (R[redacted][email protected]). As the return was outside of the timeframe for allowable returns, the representative should not have sent the return label to Mr. [redacted] as Fingerhut would not have accepted it. We apologize for this representative error. We received the return on February 16, 2015. On February 18, 2015 we mailed a letter to Mr. [redacted] stating we were unable to accept the return for a refund or exchange due to the length of time that has passed from the date of purchase. Mr. [redacted] contacted Fingerhut on February 19, 2015 insisting a credit be given for the comforter. As a one-time exception to our return policy, the full merchandise price of $107.99 was issued to Mr. [redacted]’s Fingerhut account. Mr. [redacted] was still required to pay for the original shipping/handling of $17.99. As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Since credit for the merchandise was issued as a onetime exception, Mr. [redacted] was required to pay the original shipping/handling of $17.99. Mr. [redacted] purchased an additional Down Alternative Stripe Comforter - King on March 17, 2015.On May 2, 2016 Mr. [redacted] requested to return this item. We informed him we were unable to accept this item as a return due to the length of time that has passed since the item was ordered. The last payment we received from Mr. [redacted] was on January 3, 2016. After this payment his balance was $81.92. We did not received a payment in February 2016 which resulted in a $8.99 late fee, March 2016 resulting in a $17.98 late fee, and April 2016 resulting in a $28.97 late fee. When Mr. [redacted] opened his Fingerhut Credit Account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” As a reminder, Mr. [redacted]’s Account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest changes whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account’s current Annual Percentage Rate of 25.15%, and the monthly charges will vary in relation to increases or reductions in the account’s balance from month to month. On January 11, 2015 Mr. [redacted] requested to close his account with Fingerhut. On that same date his request was processed and his account was closed. Per Mr. [redacted]’s request his account was reopened on February 9, 2015. Mr. [redacted] requested his account be closed again on July 31, 2015. That same date his account was closed. If his account was not paid in full when he closed it, his outstanding balance will continue to accrue interest and other changes and be subject to the terms and conditions of the Agreement. After July 31, 2015 Mr. [redacted] was not able to use his account for any further purchases. We have reviewed and found the credit bureaus are reporting accurately at this time. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states: “If you fail to fulfil the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good stating will be reported as well. As of the date on this letter Mr. [redacted]’s account balance is $147.06. A minimum payment of $58.95 is due by June 5, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [JW1]Let’s add an itemized statement so he can see why he is being charged what he is.
We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review.
I am rejecting this response because:
My...
account was not in a current status after the three consecutive payments that were made the last being December 19,2017. According to the terms of the companies agreement my account should have reflected as current because all of my payments were made on time if not early. When I called on January 2,2018 the last payment had been made at least 10 days prior and my account was current. Fingerhut. Did not resolve their system to have it reflect the information until I filed this complaint. every month I made a payment and called about the balance that was still showing past due. Every month I was told I was fine the system will update the information after the payment was made. I still have not received a replacement part for this defective item. [redacted]
May 17, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the items she returned to us and her dissatisfaction regarding her liability for the original shipping and handling fees. Our records indicate an order was placed by mail on October 27, 2015 for the Alcove Tab-Top 80”W x 84” L Panel Pair in Spice totaling $79.98 with shipping and handling. The order was shipped to the address we have on file for Ms. [redacted] and was delivered on November 3, 2015. On November 12, 2015 we received the return of the panel pair and credit was issued in the amount of $52.04. The reason Ms. [redacted] indicated for the return was that the color was not as expected. On November 13, 2015 an order was placed for the Alcove 80”W x 84”L Insulated Foamback Tab-Top Panel Pair in Camel totaling $79.98 including shipping and handling as an exchange for the original order per Ms. [redacted]’s request. The order was shipped to the address we have on file and was delivered on November 23, 2015. We received the return of the panel pair in camel on December 10, 2015 and credit was issued in the amount of $52.04. Ms. [redacted] indicated the reason for return was that the color was not as expected. Our return policy is listed in our catalogs and on our website and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. The original shipping and handling charge of $19.99 and return shipping fee of $7.95 for each panel pair was not credited due to a “non qualifying” return reason. On December 14, 2015, Ms. [redacted] contacted our Customer Service D epartment regarding the balance on her account. The balance at that time was $55.88 for the original shipping and handling fees and the return shipping fees for both orders. On January 29, 2016 Ms. [redacted] spoke with an agent from our Billing/Recovery Department and advised her the balance remaining on her account was due to the original shipping and handling fees and return shipping fees. Ms. [redacted]’s monthly statements have been sent to the address we have on file for her, however to this date we have not received any payments. When Ms. [redacted] opened her Fingerhut Account she agreed to the terms and conditions of the credit account. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On May 15, 2016 Ms. [redacted]’s billing statement reflects the current balance on her account is $113.83. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. Furthermore, because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. The Fair Credit Reporting Act requires us to report accurate information to these agencies. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I will proceed and contiue to fight finger Hut on this because their lieing and should be aloud to get away with this!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
CONFIDENTIAL COMMUNICATION [redacted] Jessup, Pennsylvania 18434-1833 May 4,...
2017 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband order. Ms. [redacted] states that she purchased a pair of shoes on April 13, 2017 and she received a confirmation email that she would get tracking information once it was available. She is unable to view the order status online. She further states that she contacted Haband and has not received a response. Our records confirm that Ms. [redacted] placed an internet order on April 13, 2017 for a pair of Comfort-well® by Beacon® Stretch-n-Form Pumps for $21.99 and free shipping. The order was shipped on April 19, 2017 via UPS Sure Post with the tracking number [redacted] and was delivered by the local post office on April 25, 2017. The USPS tracking number is [redacted]. We received an email from Ms. [redacted] on Saturday, April 29, 2017 with a request to check the status of her order. Since our customer service department is closed on weekends, a response was sent to Ms. [redacted] on the next business day, Monday, May 1, 2017. I called Ms. [redacted] on May 4, 2017 and she was not available to take the call. I spoke with her daughter who answered the phone asked what the call was in regard to. She stated that she filed the complaint for Ms. [redacted] and that she received the order. If Ms. [redacted] has any further questions or concerns, she may contact Customer Service at ###-###-#### between 9 am- 9 pm (EST), Monday – Friday. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
I am rejecting this response because: The unit was defective and not even used very often so now I have a laptop that does not work correctly. I will never buy anything form their company again and I did return it within the 90 day period. I used it maybe 5 or 6 times tops, I'm so disappointed in this response and they didn't even bother calling me about the issue. Not happy at all at this point....I'm sorry but this is terrible customer service.
CONFIDENTIAL COMMUNICATION August 19,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he has been receiving mailings from Fingerhut for several months addressed to an individual who does not reside at his residence. This has now been corrected. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Revdex.com:
I have reviewed the response...
made by the business in reference to complaint ID [redacted], and find that this resolution ( if credit is applied to Fingerhut account) is satisfactory since I will need to go elsewhere to have the ring repaired. Thank you for allowing me to explain my situation with Fingerhut.[redacted]
CONFIDENTIAL COMMUNICATION January 12,...
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states two payments of $25.00 were made in error, and she wanted to cancel one of the duplicated payments. Ms. [redacted] also states, one payment was reversed and one was cancelled. Ms. [redacted] wants her $25.00 payment to show on her account. After reviewing Ms. [redacted]’s account, we show two payments were indeed made in the amount of $25.00. After these payments cleared, we reversed one payment to the credit card used. We do not show a payment being cancelled. We show a payment of $25.00 was processed to Ms. [redacted]’s WebBank/Fingerhut Advantage Account on December 02, 2016. We apologize for any inconvenience this may have caused. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a PayCheck Direct Account. Ms. [redacted] states she requested a copy of her account history but has not received one. She states she did not receive the...
item she purchased, and when she tried to reorder it the item was out of stock. Ms. [redacted] purchased a different TV in which the payments on the first TV she did not receive were not applied to the purchase. Her desired resolution is to have the first payments on her account refunded to her. Records indicate Ms. [redacted] placed an order for a LG 65” 4K LED Smart TV with webOS 3.0 on November 22, 2016. On that same date a payment in the amount of $42.58 was received. This order was cancelled on November 30, 2016 and a 10% discount was offered as a courtesy. When the order was cancelled Ms. [redacted]’s account had a credit balance of $42.58. Ms. [redacted] purchased a LG 65” 4K LED Smart TV with webOS 3.0 with delivery included on December 1, 2016 for $1,810.48. An additional payment in the amount of $69.73 was received on that same date. Both the $69.73 and $42.58 was applied to the balance bring the next month’s account balance to $1,698.17. Ms. [redacted] accepted the 10% discount and her account was credited an additional $180.00 for this item on January 4. 2017. We have included a copy of Ms. [redacted]’s itemized statement with this letter. This statement shows all credits and debits for the duration of her account. If Ms. [redacted] has any additional questions she may contact PayCheck Direct Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain.
CONFIDENTIAL COMMUNICATION June 3, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’ states that the website failed to inform him of what the 2-day delivery process entails and if he was informed he would not have wasted his money. The information regarding the terms of 2-day delivery are stated on the website under the Customer Service/FAQ’s link on our website. In addition, during checkout an expected delivery date of May 16, 2016 was shown. Tracking shows that the merchandise was delivered to Mr. [redacted] shipping address on May 16, 2016. As a one time exception, we have issued credit for the full shipping and handling charges for this order in the amount of $29.98. Mr. [redacted] will see the credit reflected within 1-2 billing cycles on his statement. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2015/10/20) */
CONFIDENTIAL COMMUNICATION
October 19, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted] Jr, [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] Jr. regarding a WebBank/Fingerhut Advantage Credit Account.
Per the Account Terms and Conditions to which Mr. [redacted] has agreed, "We may increase or reduce your credit limit, or suspend or terminate your Account at any time without cause. We will provide notice to you to the extent applicable by law." Any reduction, increase, or other change to the account's credit limit is the result of ongoing systematic monitoring of the account activity data. This information may pertain to the customer's Fingerhut Account as well as their credit history as a whole.
Customers who show an overall strong performance with respect to credit may notice their Fingerhut Account has been given a credit line increase, either temporary or permanent. By placing an order or orders on their credit account during the time their temporary increase is in effect, the customer's regular credit limit is given a permanent increase matching the amount of the order(s), to a round dollar figure. If no orders are place within the applicable time frame, the temporary increase expires and the regular credit limit is restored.
In regards to Mr. [redacted]'s concern that the credit increases may lower his credit score, unfortunately, credit reporting agencies do not reveal the exact details and inner-workings of their scoring systems. What is known are the basic components and attributes of a credit file that are influential determinants of the overall credit rating. If our temporary credit increase would have any impact in this regard, it would be in relation to the "credit utilization" (also known as debt-to-credit-limit ratio), which is the percentage of available credit that has been borrowed.
While we feel this process does not have any long-term, unreasonable impact on our customers' credit ratings, we respect and accommodate customer requests to opt out of credit increases.
Our records indicate that Mr. [redacted]'s credit was increased to $2000.00 on June 3, 2015. On August 17, 2015 Mr. [redacted] requested to opt out of temporary credit line increases. This request could not be processed as Fingerhut requires customer's specify both temporary and permanent increases be frozen.
After another account review, Mr. [redacted] was given an additional temporary increase on September 3, 2015. Mr. [redacted] notified Fingerhut on September 10, 2015 that he no longer wanted any credit increases on the account. This request was processed on September 23, 2015 and his credit limit was frozen at $2000.00.
Per Mr. [redacted]'s request, his WebBank/Fingerhut Advantage Credit Account was closed on September 27, 2015.
We trust this explanation will meet Mr. [redacted]'s expectations, and would like to apologize for any confusion this may have caused him.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Records indicate Ms. [redacted] purchased a HP Stream 11.6" HD 4GB Windows 10 Laptop Computer on February 3, 2017. On April 3, 2017 Ms. [redacted] contacted Fingerhut stating she would like to return the merchandise. Due to the length of time that has passed since the purchase date Fingerhut would unable...
to accept the return as they require returns to be made in accordance with their return policy. We encourage Ms. [redacted] to contact the manufacturer, HP, at ###-###-####, for assistance with the product.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...
satisfactory to me. I do have one concern. The response I receive from the Revdex.com was satisfactory . Yet I receive a Letter threw the regular mail that states a negative response . I need to know which response is correct.
CONFIDENTIAL COMMUNICATION June 2, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states his computer is not working after the return period timeframe. He states the computer is not a quality product and Fingerhut should stand behind the products it sells. As we have stated previously, the computer Mr. [redacted] purchased on August 16, 2015 is unable to be returned to Fingerhut as we require returns to be make in accordance to our return policy. We also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit. Due to the length of time that has passed since Mr. [redacted] purchased the computer, he will need to contact the product’s manufacturer, Dell, at ###-###-#### Monday through Friday 8AM-9PM with any requests to repair or replace the item Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
I am rejecting this response because: Where did they get the information to open the account? I did not apply. What police department would I file a report with? Where is my signature? They need to provide proof that I opened the account. I never ordered anything. Where was is it sent? I never received anything. They did tell me that an item was returned. Where did they send the credit? That is who they should be going after. I want this off of my credit report and the debt removed from my name in any way.
CONFIDENTIAL COMMUNICATION April 28, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased an Anna Coffee Table on February 27, 2016. On March 11, 2016 Ms. [redacted] contacted Fingerhut stating the instruction manual and table legs were missing. A request was sent to the vendor to mail out the missing parts and instruction manual to Ms. [redacted]. Ms. [redacted] contacted Fingerhut on March 29, 2016 indicating she still had not received the missing parts or instruction manual. Ms. [redacted] was informed to allow more time for the parts to arrive. Ms. [redacted] contacted Fingerhut several more times between March 29, 2016 and April 22, 2016 indicating she still had not received the instruction manual or missing parts. On April 22, 2016 a prepaid label was sent to Ms. [redacted] to return the table for a full refund. A representative from the Executive Care Team contacted Ms. [redacted] on April 28, 2016 confirming she had returned the table and explained a full refund will be issued once received. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ca
CONFIDENTIAL COMMUNICATION January 24, 2017 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted]s, [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted]s regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]s indicates she placed the order on December 12, 2016 at 10:33 PM and as such her order was placed within the time frame required to receive free shipping for her order. She also states that the free nose trimmer was not located in a catalog but was offered on our website and said it would be applied at checkout and that there was no mention of an item number on our website. Ms. [redacted]s also supplied the date for us to investigate further into her concerns regarding the Customer Service agent she spoke to. She also included pictures of the shipping label and the return reason form for the items she received that she did not order. We have reviewed the information provided by Ms. [redacted]s regarding the promotion for free shipping. The order confirmation email indicates that Ms. [redacted]s order was placed at 10:33 PM Pacific Time. The details for the promotion indicate the order must be placed no later than 11:59 PM Central Time and as such the shipping promotion had already expired prior to her order being placed. As a courtesy, we have credited the shipping and handling charges for this order. Ms. [redacted]s will see the credit reflected within 1-2 billing cycles on her billing statement. Additionally, the details for the free nose trimmer included the item number for the nose trimmer on our website. Once the hair trimmer and the nose trimmer were both added to the cart, the price for the nose trimmer would have been updated per the offer. We were able to review the call recording with the information Ms. [redacted]s provided regarding her concerns with the Customer Service agent she spoke with. We sincerely apologize that the representative was unprofessional in his interactions with Ms. [redacted]s. Our agents are accountable to meet our professional standards and avoid any instance which may cause our customers to feel they are not valued, heard or understood. We appreciate Ms. [redacted]s bringing this to our attention and value her feedback. On January 20, 2017 we received the return of the incorrect items Ms. [redacted]s returned to us. Her account was credited in the amount of $76.99 for the items. Please allow 1-2 billing cycles for the credit to appear on her billing statement. If Ms. [redacted]s has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw