2016 ...⇄ 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. Ms. [redacted] states she purchased a desk from Fingerhut in August 2016. She states Fingerhut advertised this product as an “L shaped desk,” and nowhere does the advertisement state it is sold in separate parts. Ms. [redacted] contacted Fingerhut regarding this issue and was told the parts were sold separately and she would not be receiving the other pieces. Ms. [redacted] would like to receive the pieces she states were advertised. Our records indicate Ms. [redacted] purchased a Coaster Skylar Computer Desk with Keyboard Drawer on August 22, 2016 on Fingerhut’s website. Ms. [redacted] contacted Fingerhut on August 26, 2016 stating she did not receive the other parts of the merchandise. She was told her request would be referred and to contact Fingerhut to check the status of this request. On September 14, 2016 we received an e-mail from the vendor confirming the cabinet and shelf were not included in the purchase price of the desk. Although we make every effort to ensure accuracy of the information on our website, occasional descriptive or typographical errors may occur. We appreciate Ms. [redacted] bringing this matter to our attention. As a courtesy to Ms. [redacted] we will be sending her the additional pieces at no charge to her. This order was placed on October 5, 2016. If Ms. [redacted] has any additional questions, she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION April 26, 2016 Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to a follow-up inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Gettington credit account. We have included statements from November 19, 2014, December 19, 2014 and January 19, 2015. Ms. [redacted] states in her response she made the agreed upon payments on time while she was enrolled in an approved Consumer Credit Counseling Service (CCCS) program and her account still reported negatively while in the program. Ms. [redacted] further states she contacted Gettington numerous times to have the accounts past due status removed. Ms. [redacted]’s desired resolution is to have the negative reporting removed. As previously stated, our records indicate that on October 10, 2011, an application for credit was processed online using Ms. [redacted]’s name, address and social security number. An order was placed the same day with a representative for an Acer Iconia 10" 16GB Android Honeycomb 3.0 Tablet. The merchandise was shipped October 11, 2011 via FedEx to the same address as provided on the application. The last order, totaling $60.46, was placed on February 17, 2013. We have received multiple payments on this account from a checking account ending in 5824 in the name of [redacted]. The last payment received on November 4, 2014 for $93.64 brought the account to a current status. The statement dated November 19, 2014, showed a balance of $807.83, with a minimum payment of $82.00 due by December 15, 2014. No further payments were received towards the account. Our research indicates that Ms. [redacted] was set up on an approved CCCS program, for sixty months at $41.00 per month through American Consumer Credit, on May 19, 2013. Ms. [redacted] was dropped from the CCCS program on January 23, 2015 for non-payment. The unpaid balance of $855.44 charged off on April 16, 2015 and the account was sold to Jefferson Capital on April 30, 2015. Customers use CCCS arrangements to work with creditors to repay their debts. Some of the benefits customers enjoy through CCCS arrangements include lower interest rates, waiver of late fees and lower monthly payments. While in the CCCS program accounts will report to the credit bureau as “paying under partial payment agreement”. Please note, while customers are enrolled in a CCCS plan, their accounts remain in a “past due” status. Accounts may not show a current status unless the payments made are sufficient to “re-age” the account. Further questions regarding “on time” payments need to be directed to the CCCS Company. Our records reflect the only contact with Ms. [redacted], while she was enrolled in the CCCS plan, was an email received on January 20, 2014 which was a request for a due date change. Our investigation did not reveal any further contact with Ms. [redacted] until the receipt of the correspondence from the Revdex.com. An account review completed on April 6, 2016 confirms the credit bureaus are accurately reporting the account as Transfer/Sold or Purchased by Another Lender with a balance of zero. 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 Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill 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 standing will be reported as well. If Ms. [redacted] has questions about what Jefferson Capital Services may be reporting, she may contact them directly at ###-###-####. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
CONFIDENTIAL COMMUNICATION August 11, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she recently returned an HP computer that was damaged, and we advised her that we issued an account credit for it but could not send an exchange, which is what she wanted. Then we further advised that if she wanted an exchange she would have to pay the full amount of $589.33. Ms. [redacted] states she wants an exchange but feels she should not have to be charged for it. Our records indicate that on June 3, 2016 Ms. [redacted] ordered an HP HD Windows 10 All-in-One Desktop Computer. On June 29, 2016, Ms. [redacted] notified us by phone that the computer was defective, and a shipping label was emailed to her to return it. We received it as a return on July 22, 2016 and issued an account credit on the same date for the merchandise price of $408.86. A credit for $59.99 was also issued for the 2-Year Extended Service Plan Ms. [redacted] had purchased for the computer. Records show Ms. [redacted] next contacted us via our web chat service on July 29, 2016, and the representative confirmed the computer was received and credited back to her account. Ms. [redacted] requested an exchange order be placed for the same item, and the representative explained she would be billed for the exchange as we had credited her for the original computer she returned. Ms. [redacted] disagreed that she should be billed for the exchange and decided not to have the exchange order placed. Ms. [redacted] called us later the same day, and again the phone representative advised her correctly that we were required to bill her for the exchange since she received credit for the return. Ms. [redacted] then authorized the representative to place the exchange order, which they did. The representative advised that they issued further credits covering the $40.98 original shipping cost and $23.95 return shipping fee for the damaged computer. We apologize for the delay issuing the shipping credits, as Fingerhut covers shipping costs in cases of defects and damages not caused by the customer. On July 29 2016, Ms. [redacted] had received credit for the full purchase price of the original order of $533.78. Records show that the exchange order computer was delivered to Ms. [redacted] on August 4, 2016. Her account has been billed for the exchange order’s total purchase price of $521.49 which includes the 2-Year Extended Service Plan. The current account balance of $649.10 is fully accurate as she has been credited in full for the returned computer and correctly billed for the exchange she received. Ms. [redacted] also had a balance on her account before she made the initial laptop purchase. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 31, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account. Mr. [redacted] states he has been receiving phone calls, at his number ###-###-####, from Fingerhut regarding an account and an individual he does not know. Mr. [redacted]’s desired resolution is to have the telephone number, ###-###-####, removed from Fingerhut’s contact list. Our records indicate that Fingerhut may have been calling phone number ###-###-#### in an attempt to reach one of our customers. Based on our research, on August 23, 2016, Fingerhut received a third party email regarding telephone number ###-###-#### and on that same day phone number ###-###-#### was removed from a customer’s account and placed on Fingerhut’s do not call list. We are unable to locate any previous requests to remove ###-###-#### from our records. If Mr. [redacted] has any further concerns, he may contact the Executive Care Team at ###-###-####. Their hours are Monday – Friday 8:00am – 4:30pm Central Standard Time. We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
because:
Although it is not my account I paid my mother [redacted] of [redacted] smyrna de who has the account for the bear at which we ordered well before it was on backorder. Then when we received the wrong package we were told it was on backorder and could not be reviewed until January although we ordered well in advance when it was in Stock. The order number is [redacted].
appreciate the Revdex.com's efforts here in trying to resolve this matter for me. The response received is the exact final solution I received back in March 2014 .I feel like I am being punished for not paying for merchandise I never received. During the time of this said delivery, I was back and forth from the hospital as my husband was diagnosed with a fatal disease. I did not keep copies of the form I sent back to Fingerhut as my mind was elsewhere at the time. When I got that collections letter and I called Fingerhut they were unwilling to assist me further even after confirming it was documented on my account documented that I never received the merchandise.[redacted] is a collection agency that works with companies like Fingerhut to collect debts. I tried reaching out to [redacted] and was given the run around. The problem is very simple I am being harrassed to pay for merchandise I never received.Thank you,[redacted]
2017 ...⇄ 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. Mr. [redacted] indicates he ordered a LifeMax Multifunction Weight Machine and when he received the merchandise the assembly instructions and weights were not included. After reviewing Mr. [redacted]’s account we show that Mr. [redacted] placed the order for the LifeMax Multifunction Weight Machine on October 16, 2016. Unfortunately, at the time the order was placed, the incorrect product code was used, and so Mr. [redacted] was charged for only one of the three boxes/items necessary to make up the entire machine. When Mr. [redacted] contacted us on November 17, 2016, we then billed his account for the remaining 2 pieces of the unit priced at $159.99 each. When the second order was placed for the remaining 2 units, Mr. [redacted] was inadvertently charged shipping and the price was not reduced to the offer price of $459.99. We have issued the credit of $48.98 for the second shipping and $20.00 to make the total unit price as advertised. Attached please find a copy of the instruction manual for the LifeMax Multifunction machine. We are also mailing a paper copy to Mr. [redacted]. If Mr. [redacted] has any further questions or concerns, he 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/RG
I am rejecting this response because:
It seems to be corrected for time being. Should I receive anything in additional it will be considered as harassment and I will contact an attorney about possible suit.
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.However, it is NOT as clear as this business states when referencing how I was enrolled in VIP membership. If it was as clear as they indicate, there wouldn't be a plethora of posts about the devious enrollment process.Thank you for engaging with the customer on my behalf
...⇄ # [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 FreshStart Account. Per the terms of the FreshStart credit program, a customer’s order will not ship nor be billed until a $30 down payment has been successfully applied towards the order. Our records indicate Ms. [redacted] placed an order on our website on March 28, 2016 for an Excelled Women’s Tie-Waist Leather Jacket in Black Size 2 XL and made the required $30.00 down payment. On March 31, 2016 Ms. [redacted] contacted us and advised us to cancel the order as she needed a different size. The cancellation was processed the same day and Ms. [redacted] gave the information for the size she needed and the order was referred to a specialist to be placed manually since Ms. [redacted] had already made her $30.00 down payment. On April 1, 2016 the manual order was processed for the same jacket in a size 1 XL. On April 4, 2016 Ms. [redacted] contacted us to cancel the order for the jacket due to the incorrect size being ordered and an incorrect address. The cancellation and the refund of Ms. [redacted]’s $30.00 down payment were completed the same day. The timeframe for the payment to be reflected on the Visa is 3-5 business days. We have also removed Ms. [redacted] from our email list. Please allow 4-6 weeks to ensure Ms. [redacted] does not receive any further emails. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2015/08/27) */
CONFIDENTIAL COMMUNICATION
August 26, 2015
# [redacted]
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 Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Ms. [redacted]'s account activity history comprises a single order from December 3, 2014, which consisted of five items totaling $375.70. Our records indicate that a payment reminder call was made to Ms. [redacted] on February 19, 2015 when her first due date passed without payment. This call is our first record of Ms. [redacted] notifying she did not receive any of her order, so the billing/recovery agent transferred her to customer service to open an investigation.
Customer service advised Ms. [redacted] of our process covering missing merchandise and sent an affidavit of merchandise not received. This document arrived back to us, fully completed on March 23, 2015.
However, due to the substantial monetary value of the order, we require a police report to complete the investigation. The instruction letter accompanying the affidavit explained that, "We also need you to file a police report with your local department. If you cannot file a police report, please provide the case number, date of the report, officer's name and phone number." A careful review of our records confirms we did not receive the police report with the affidavit, nor did we find any record of ever having received it.
To expedite the remainder of the investigation, Ms. [redacted] should fax a copy of the police report to [redacted], Attn: Andy or send via regular mail to [redacted]., St. Cloud, MN 56303. Once received, we can proceed in working to resolve this mater.
If Ms. [redacted] already sent us the police report and for some reason we did not receive it, we apologize. We appreciate her ongoing patience and assistance in this effort.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already sent in a copy of the police report. I called and the customer service agent confirmed that the company received it. I demand my credit get fixed immediately by them reporting I owe no money and that my account be adjusted to owing zero. This company is so insane and disorganized, they are trying to scam me for money. I have already called several times and been told they had everything they needed to take care of this.
Final Business Response /* (4000, 9, 2015/09/09) */
CONFIDENTIAL COMMUNICATION
September 9, 2015
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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As stated in our previous response, we received the completed affidavit from Ms. [redacted] on March 23, 2015.
However, due to the substantial monetary value of the order, we require a police report to complete the investigation. We have no record of receiving the requested police report.
We will require Ms. [redacted] to send a copy of the police report to [redacted]., St. Cloud, MN 56303 or she may fax it to [redacted].
We consider this matter closed until the requested police report is received. Once received, we can proceed in working to resolve this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
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. Mr. [redacted] states he placed an order on May 28, 2016 for a [redacted] Smart TV. On June 6, 2016 he received the incorrect TV. He claims he contacted Fingerhut and returned the merchandise. He wanted the correct TV to be sent to him, but his order was cancelled. He had made payments for the TV and wanted to have this refunded to him. He would like to have the correct product sent to him or a refund of his payment. Our records indicate Mr. [redacted] placed an order for a [redacted] 24” 720p LED Smart TV on May 28, 2016. On June 6, 2016 Mr. [redacted] contacted Fingerhut stating he did not receive the correct TV. On June 7, 2016 a prepaid label was sent to Mr. [redacted] to return the TV. The agent Mr. [redacted] spoke with placed an order at no charge for the correct TV. This was not properly handled, as we need to receive the return before sending a replacement item. On that same date, the error was caught and the order was cancelled. We apologize for this error of one of our agents. This has been brought to our attention and corrective measures have been taken. We received the return from Mr. [redacted] on June 15, 2016. The full merchandise price of $182.88 was credited to Mr. [redacted]’s account. The return shipping/handling of $23.95 and the original shipping/handling amount of $19.99 was credited on June 16, 2016. Mr. [redacted] made a payment on June 3, 2016 for $200.00. Once his account was credited for the returned merchandise, this created a $200.00 credit on his account. On June 13, 2016 the credit of $200.00 was issued to Mr. [redacted]’s credit card ending in 2732. If Mr. [redacted] would like to replace the order for the TV or any other products, he may do so online at www.Fingerhut.com or contact Fingerhut Order Line at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
I am rejecting this response because:
I never provided the company with a P.O Box address. The address as stated in the response is the address that I provided. Also prior to the order being shipped I requested the address be changed and was not offered nor allowed to cancel within the 2 hours as stated in the response. It is not practical to purchase items and not recieved them nor get the money back for what was purchased. I am only asking that the investigation be reopened because I made every attempt to get the address changed prior to making the purchase and the items being shipped. For the sole purpose of me the customer making every attempt to update and change the address and the failed business that did not inform me that I could cancel within 2 hours of the purchase I believe that I am due the things I purchased to include, there is no way for any customer to cancel a order within 2 hours if there is a 24 hour turn around for response time even on the weekend. Also I called immediate after making the purchase.
thing's first. Your call center agents do not notate every single call that they have. This has been proven time and time again by numerous call center agents that you have who have told me that "we cannot find the notes from the previous call". So don't act like your business is a well oiled machine, it is far from it. Secondly. I worked in a fulfillment facility and know how shipping works. The moment that the package is scanned by UPS upon receiving the package, the tracking information get's updated. Also, I had numerous Fingerhut call center agents TELL ME over the telephone that the package was STILL IN THE VENDOR'S possession and had NOT shipped out. So, are you calling your staff liars? Are you admitting that your call center agents provide the consumers with incorrect information and that you know that this is taking place? This would be very interesting information that the media and press would love to get a hold of. Taking advantage of low income consumers that have trust in your company and the products that you sell.I eventually did receive this product, but unfortunately it is incomplete and did not come with all of the parts that it was supposed to. So I guess I am now going to have to file a new complaint with the Revdex.com, against your company as well as [redacted] for not wanting to ship me out the missing piece of the product that I purchased. Please, enlighten me and explain to me why your call center is unable to send me out the correct part that is missing from the Gear VR headset that I ordered. This has been an extremely horrible experience with both, your company and Samsung.
I am rejecting this response because:I did not make a payment. They need to prove I made that payment.I did send the the police report. They are the ones who are lying.They have not proved that us my account. I eoukd not have filed a police report, if it was mine.Get real. I have never had a MasterCard. It did not have my name on it. Get s copy and see if the card or payment us in my name.I have proven thus us not mine. They have not proved it's mine.They are lost a and I put a fraud alert on my account at the credit bureau
Initial Business Response /* (1000, 5, 2015/12/10) */
CONFIDENTIAL COMMUNICATION
December 9, 2015
# [redacted]
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced as a result of the issues stated in the inquiry. Her report of receiving unsatisfactory service is upsetting, as all agents are accountable to meet our professional standards. Additionally, a good faith effort must be made to connect customers with a supervisor upon request or, if unavailable, to refer it for a callback, preferably within 24 hours.
Our investigation confirms an order was placed on November 19, 2015 via the Fingerhut website consisting of multiple items totaling $929.83. Our records indicate that the SPT Wand Massager was a vendor-supplied item. On these types of items, we cannot guarantee the type of shipping packaging that is used for items sent directly by the vendor. The records further show that all three pairs of the Adidas Shoes were shipped from one of our fulfillment centers and should have arrived packed in a shipping carton. The shipping carriers are entrusted to handle all parcels with care, and we apologize if any item arrived in an unsatisfactory condition. Ms. [redacted] previously notified us that she is returning these items.
We agree that there was a promotion for a free spa pillow with the purchase of any health/beauty product at the time Ms. [redacted] placed the order. This promotion was set to automatically issue the discount upon order checkout after both the health/beauty item and the spa pillow had been added to the "shopping cart." Our records indicate that the pillow was not added to the cart. The terms of this promotion also state that if the health/beauty product is returned but the pillow is kept, then the customer will be billed the regular price. We did not send Ms. [redacted] the pillow for the reason that she intended to return the health/beauty product.
Total customer satisfaction is a goal we strive daily to achieve, so we regret if we fell short of this mark with Ms. [redacted]. We appreciate her patience and understanding while worked to provide this response and resolution.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
THE WEB SITE SAYS IT WILL STILL TAKE MONTHLY PAYMENTS. I MADE A $900 PAYMENT AS NOTED AND TOLD THE MAN I TWALKED TO I WOULD STILL MAKE ANOTHER PAYMENT TO BRING OWING CURRENT ON TEH 6TH OF OCT. I WAS ALSO TOLD I WOULD RECEIVE EMAIL CONFIRMATION OF MY PAYENT WHICH I NEVER DID RECEIVE. I W AS TOLD BY ACCOUNT WAS OVERDUE BY 213 DAYS AND IT WAS NOT. IT WAS 180 DAYS. THIS I KNOW IS SPLITTING HAIRS BUT I WANT TO DO THE RIGHT THING. I DON'T CARE IF TEH ACCOUNT IS EVER REOPENED AS THE PRODUCT IS HIGHLY OVERPRICED AND JUNK AS EVERYTHING I HAVE BOUT BROUGHT IN FIRST YEAR AND I STILL WAN TO FULFILL BY OBLIGATION. SHAME ON ME TO TRUST THIS COMPLANY. THANK YOU I WAS TOLD THAT IF I CALLED BACK AFTER THE ORINGINAL CALL THAT I WOULD BE TOLD OF THE COMPANY
THAT PURCHASED THE NOTE. AGAIN LIED TO.
...⇄ # [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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry she indicates that she was misrepresented on the shipping and handling charge for the ShelterLogic Canopy she ordered on June 24, 2016. Ms. [redacted] states we shipped the item out immediately and she did not have an adequate opportunity to cancel the order. Ms. [redacted] indicates she spoke to our Customer Service Department regarding the shipping and handling she was charged for the item and after returning the item the shipping and handling fee was not credited. Ms. [redacted] is requesting credit for the shipping and handling. It is our goal to provide all pertinent information our customers need to place an order from our catalogs or website. Every catalog includes our “blue page” which includes a shipping and handling chart. The shipping and handling chart is designed to be utilized with the individual shipping code for each item which is located in parentheses next to the description of the item. The shipping code for the canopy Ms. [redacted] ordered was “N”. According to the shipping and handling chart in the catalog Ms. [redacted] ordered from the shipping charge is $65.00 based on the “N” shipping code. Please understand the shipping and handling rates listed in our catalogs are based upon the cost to not only ship the item but our internal processing/ handling of the order. Additionally, 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. When we received the return of the canopy on July 12, 2016 credit was issued for the cash price of the canopy but no credit was issued for the original shipping and handling. We have credited the shipping and handling charge of $65.00 as a courtesy. We have also issued credit for a late fee of $7.99 and interest charges of $1.38. The credit will be reflected on a future billing statement. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department at 1-800-208-2500, 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 October 5,...
2016 ...⇄ 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. Ms. [redacted] states she purchased a desk from Fingerhut in August 2016. She states Fingerhut advertised this product as an “L shaped desk,” and nowhere does the advertisement state it is sold in separate parts. Ms. [redacted] contacted Fingerhut regarding this issue and was told the parts were sold separately and she would not be receiving the other pieces. Ms. [redacted] would like to receive the pieces she states were advertised. Our records indicate Ms. [redacted] purchased a Coaster Skylar Computer Desk with Keyboard Drawer on August 22, 2016 on Fingerhut’s website. Ms. [redacted] contacted Fingerhut on August 26, 2016 stating she did not receive the other parts of the merchandise. She was told her request would be referred and to contact Fingerhut to check the status of this request. On September 14, 2016 we received an e-mail from the vendor confirming the cabinet and shelf were not included in the purchase price of the desk. Although we make every effort to ensure accuracy of the information on our website, occasional descriptive or typographical errors may occur. We appreciate Ms. [redacted] bringing this matter to our attention. As a courtesy to Ms. [redacted] we will be sending her the additional pieces at no charge to her. This order was placed on October 5, 2016. If Ms. [redacted] has any additional questions, she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION April 26, 2016 Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to a follow-up inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Gettington credit account. We have included statements from November 19, 2014, December 19, 2014 and January 19, 2015. Ms. [redacted] states in her response she made the agreed upon payments on time while she was enrolled in an approved Consumer Credit Counseling Service (CCCS) program and her account still reported negatively while in the program. Ms. [redacted] further states she contacted Gettington numerous times to have the accounts past due status removed. Ms. [redacted]’s desired resolution is to have the negative reporting removed. As previously stated, our records indicate that on October 10, 2011, an application for credit was processed online using Ms. [redacted]’s name, address and social security number. An order was placed the same day with a representative for an Acer Iconia 10" 16GB Android Honeycomb 3.0 Tablet. The merchandise was shipped October 11, 2011 via FedEx to the same address as provided on the application. The last order, totaling $60.46, was placed on February 17, 2013. We have received multiple payments on this account from a checking account ending in 5824 in the name of [redacted]. The last payment received on November 4, 2014 for $93.64 brought the account to a current status. The statement dated November 19, 2014, showed a balance of $807.83, with a minimum payment of $82.00 due by December 15, 2014. No further payments were received towards the account. Our research indicates that Ms. [redacted] was set up on an approved CCCS program, for sixty months at $41.00 per month through American Consumer Credit, on May 19, 2013. Ms. [redacted] was dropped from the CCCS program on January 23, 2015 for non-payment. The unpaid balance of $855.44 charged off on April 16, 2015 and the account was sold to Jefferson Capital on April 30, 2015. Customers use CCCS arrangements to work with creditors to repay their debts. Some of the benefits customers enjoy through CCCS arrangements include lower interest rates, waiver of late fees and lower monthly payments. While in the CCCS program accounts will report to the credit bureau as “paying under partial payment agreement”. Please note, while customers are enrolled in a CCCS plan, their accounts remain in a “past due” status. Accounts may not show a current status unless the payments made are sufficient to “re-age” the account. Further questions regarding “on time” payments need to be directed to the CCCS Company. Our records reflect the only contact with Ms. [redacted], while she was enrolled in the CCCS plan, was an email received on January 20, 2014 which was a request for a due date change. Our investigation did not reveal any further contact with Ms. [redacted] until the receipt of the correspondence from the Revdex.com. An account review completed on April 6, 2016 confirms the credit bureaus are accurately reporting the account as Transfer/Sold or Purchased by Another Lender with a balance of zero. 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 Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill 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 standing will be reported as well. If Ms. [redacted] has questions about what Jefferson Capital Services may be reporting, she may contact them directly at ###-###-####. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
CONFIDENTIAL COMMUNICATION August 11, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she recently returned an HP computer that was damaged, and we advised her that we issued an account credit for it but could not send an exchange, which is what she wanted. Then we further advised that if she wanted an exchange she would have to pay the full amount of $589.33. Ms. [redacted] states she wants an exchange but feels she should not have to be charged for it. Our records indicate that on June 3, 2016 Ms. [redacted] ordered an HP HD Windows 10 All-in-One Desktop Computer. On June 29, 2016, Ms. [redacted] notified us by phone that the computer was defective, and a shipping label was emailed to her to return it. We received it as a return on July 22, 2016 and issued an account credit on the same date for the merchandise price of $408.86. A credit for $59.99 was also issued for the 2-Year Extended Service Plan Ms. [redacted] had purchased for the computer. Records show Ms. [redacted] next contacted us via our web chat service on July 29, 2016, and the representative confirmed the computer was received and credited back to her account. Ms. [redacted] requested an exchange order be placed for the same item, and the representative explained she would be billed for the exchange as we had credited her for the original computer she returned. Ms. [redacted] disagreed that she should be billed for the exchange and decided not to have the exchange order placed. Ms. [redacted] called us later the same day, and again the phone representative advised her correctly that we were required to bill her for the exchange since she received credit for the return. Ms. [redacted] then authorized the representative to place the exchange order, which they did. The representative advised that they issued further credits covering the $40.98 original shipping cost and $23.95 return shipping fee for the damaged computer. We apologize for the delay issuing the shipping credits, as Fingerhut covers shipping costs in cases of defects and damages not caused by the customer. On July 29 2016, Ms. [redacted] had received credit for the full purchase price of the original order of $533.78. Records show that the exchange order computer was delivered to Ms. [redacted] on August 4, 2016. Her account has been billed for the exchange order’s total purchase price of $521.49 which includes the 2-Year Extended Service Plan. The current account balance of $649.10 is fully accurate as she has been credited in full for the returned computer and correctly billed for the exchange she received. Ms. [redacted] also had a balance on her account before she made the initial laptop purchase. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 31, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account. Mr. [redacted] states he has been receiving phone calls, at his number ###-###-####, from Fingerhut regarding an account and an individual he does not know. Mr. [redacted]’s desired resolution is to have the telephone number, ###-###-####, removed from Fingerhut’s contact list. Our records indicate that Fingerhut may have been calling phone number ###-###-#### in an attempt to reach one of our customers. Based on our research, on August 23, 2016, Fingerhut received a third party email regarding telephone number ###-###-#### and on that same day phone number ###-###-#### was removed from a customer’s account and placed on Fingerhut’s do not call list. We are unable to locate any previous requests to remove ###-###-#### from our records. If Mr. [redacted] has any further concerns, he may contact the Executive Care Team at ###-###-####. Their hours are Monday – Friday 8:00am – 4:30pm Central Standard Time. We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
I am rejecting this response...
because:
Although it is not my account I paid my mother [redacted] of [redacted] smyrna de who has the account for the bear at which we ordered well before it was on backorder. Then when we received the wrong package we were told it was on backorder and could not be reviewed until January although we ordered well in advance when it was in Stock. The order number is [redacted].
I am rejecting this response because:I...
appreciate the Revdex.com's efforts here in trying to resolve this matter for me. The response received is the exact final solution I received back in March 2014 .I feel like I am being punished for not paying for merchandise I never received. During the time of this said delivery, I was back and forth from the hospital as my husband was diagnosed with a fatal disease. I did not keep copies of the form I sent back to Fingerhut as my mind was elsewhere at the time. When I got that collections letter and I called Fingerhut they were unwilling to assist me further even after confirming it was documented on my account documented that I never received the merchandise.[redacted] is a collection agency that works with companies like Fingerhut to collect debts. I tried reaching out to [redacted] and was given the run around. The problem is very simple I am being harrassed to pay for merchandise I never received.Thank you,[redacted]
CONFIDENTIAL COMMUNICATION January 18,...
2017 ...⇄ 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. Mr. [redacted] indicates he ordered a LifeMax Multifunction Weight Machine and when he received the merchandise the assembly instructions and weights were not included. After reviewing Mr. [redacted]’s account we show that Mr. [redacted] placed the order for the LifeMax Multifunction Weight Machine on October 16, 2016. Unfortunately, at the time the order was placed, the incorrect product code was used, and so Mr. [redacted] was charged for only one of the three boxes/items necessary to make up the entire machine. When Mr. [redacted] contacted us on November 17, 2016, we then billed his account for the remaining 2 pieces of the unit priced at $159.99 each. When the second order was placed for the remaining 2 units, Mr. [redacted] was inadvertently charged shipping and the price was not reduced to the offer price of $459.99. We have issued the credit of $48.98 for the second shipping and $20.00 to make the total unit price as advertised. Attached please find a copy of the instruction manual for the LifeMax Multifunction machine. We are also mailing a paper copy to Mr. [redacted]. If Mr. [redacted] has any further questions or concerns, he 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/RG
I am rejecting this response because:
It seems to be corrected for time being. Should I receive anything in additional it will be considered as harassment and I will contact an attorney about possible suit.
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.However, it is NOT as clear as this business states when referencing how I was enrolled in VIP membership. If it was as clear as they indicate, there wouldn't be a plethora of posts about the devious enrollment process.Thank you for engaging with the customer on my behalf
CONFIDENTIAL COMMUNICATION April 15, 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 FreshStart Account. Per the terms of the FreshStart credit program, a customer’s order will not ship nor be billed until a $30 down payment has been successfully applied towards the order. Our records indicate Ms. [redacted] placed an order on our website on March 28, 2016 for an Excelled Women’s Tie-Waist Leather Jacket in Black Size 2 XL and made the required $30.00 down payment. On March 31, 2016 Ms. [redacted] contacted us and advised us to cancel the order as she needed a different size. The cancellation was processed the same day and Ms. [redacted] gave the information for the size she needed and the order was referred to a specialist to be placed manually since Ms. [redacted] had already made her $30.00 down payment. On April 1, 2016 the manual order was processed for the same jacket in a size 1 XL. On April 4, 2016 Ms. [redacted] contacted us to cancel the order for the jacket due to the incorrect size being ordered and an incorrect address. The cancellation and the refund of Ms. [redacted]’s $30.00 down payment were completed the same day. The timeframe for the payment to be reflected on the Visa is 3-5 business days. We have also removed Ms. [redacted] from our email list. Please allow 4-6 weeks to ensure Ms. [redacted] does not receive any further emails. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2015/08/27) */
CONFIDENTIAL COMMUNICATION
August 26, 2015
# [redacted]
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 Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Ms. [redacted]'s account activity history comprises a single order from December 3, 2014, which consisted of five items totaling $375.70. Our records indicate that a payment reminder call was made to Ms. [redacted] on February 19, 2015 when her first due date passed without payment. This call is our first record of Ms. [redacted] notifying she did not receive any of her order, so the billing/recovery agent transferred her to customer service to open an investigation.
Customer service advised Ms. [redacted] of our process covering missing merchandise and sent an affidavit of merchandise not received. This document arrived back to us, fully completed on March 23, 2015.
However, due to the substantial monetary value of the order, we require a police report to complete the investigation. The instruction letter accompanying the affidavit explained that, "We also need you to file a police report with your local department. If you cannot file a police report, please provide the case number, date of the report, officer's name and phone number." A careful review of our records confirms we did not receive the police report with the affidavit, nor did we find any record of ever having received it.
To expedite the remainder of the investigation, Ms. [redacted] should fax a copy of the police report to [redacted], Attn: Andy or send via regular mail to [redacted]., St. Cloud, MN 56303. Once received, we can proceed in working to resolve this mater.
If Ms. [redacted] already sent us the police report and for some reason we did not receive it, we apologize. We appreciate her ongoing patience and assistance in this effort.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already sent in a copy of the police report. I called and the customer service agent confirmed that the company received it. I demand my credit get fixed immediately by them reporting I owe no money and that my account be adjusted to owing zero. This company is so insane and disorganized, they are trying to scam me for money. I have already called several times and been told they had everything they needed to take care of this.
Final Business Response /* (4000, 9, 2015/09/09) */
CONFIDENTIAL COMMUNICATION
September 9, 2015
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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As stated in our previous response, we received the completed affidavit from Ms. [redacted] on March 23, 2015.
However, due to the substantial monetary value of the order, we require a police report to complete the investigation. We have no record of receiving the requested police report.
We will require Ms. [redacted] to send a copy of the police report to [redacted]., St. Cloud, MN 56303 or she may fax it to [redacted].
We consider this matter closed until the requested police report is received. Once received, we can proceed in working to resolve this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
CONFIDENTIAL COMMUNICATION June 24,...
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. Mr. [redacted] states he placed an order on May 28, 2016 for a [redacted] Smart TV. On June 6, 2016 he received the incorrect TV. He claims he contacted Fingerhut and returned the merchandise. He wanted the correct TV to be sent to him, but his order was cancelled. He had made payments for the TV and wanted to have this refunded to him. He would like to have the correct product sent to him or a refund of his payment. Our records indicate Mr. [redacted] placed an order for a [redacted] 24” 720p LED Smart TV on May 28, 2016. On June 6, 2016 Mr. [redacted] contacted Fingerhut stating he did not receive the correct TV. On June 7, 2016 a prepaid label was sent to Mr. [redacted] to return the TV. The agent Mr. [redacted] spoke with placed an order at no charge for the correct TV. This was not properly handled, as we need to receive the return before sending a replacement item. On that same date, the error was caught and the order was cancelled. We apologize for this error of one of our agents. This has been brought to our attention and corrective measures have been taken. We received the return from Mr. [redacted] on June 15, 2016. The full merchandise price of $182.88 was credited to Mr. [redacted]’s account. The return shipping/handling of $23.95 and the original shipping/handling amount of $19.99 was credited on June 16, 2016. Mr. [redacted] made a payment on June 3, 2016 for $200.00. Once his account was credited for the returned merchandise, this created a $200.00 credit on his account. On June 13, 2016 the credit of $200.00 was issued to Mr. [redacted]’s credit card ending in 2732. If Mr. [redacted] would like to replace the order for the TV or any other products, he may do so online at www.Fingerhut.com or contact Fingerhut Order Line at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
I am rejecting this response because:
I never provided the company with a P.O Box address. The address as stated in the response is the address that I provided. Also prior to the order being shipped I requested the address be changed and was not offered nor allowed to cancel within the 2 hours as stated in the response. It is not practical to purchase items and not recieved them nor get the money back for what was purchased. I am only asking that the investigation be reopened because I made every attempt to get the address changed prior to making the purchase and the items being shipped. For the sole purpose of me the customer making every attempt to update and change the address and the failed business that did not inform me that I could cancel within 2 hours of the purchase I believe that I am due the things I purchased to include, there is no way for any customer to cancel a order within 2 hours if there is a 24 hour turn around for response time even on the weekend. Also I called immediate after making the purchase.
I am rejecting this response because: This is not my account. Please delete this account. There were several accounts opened without my permission.
I am rejecting this response because:
First...
thing's first. Your call center agents do not notate every single call that they have. This has been proven time and time again by numerous call center agents that you have who have told me that "we cannot find the notes from the previous call". So don't act like your business is a well oiled machine, it is far from it. Secondly. I worked in a fulfillment facility and know how shipping works. The moment that the package is scanned by UPS upon receiving the package, the tracking information get's updated. Also, I had numerous Fingerhut call center agents TELL ME over the telephone that the package was STILL IN THE VENDOR'S possession and had NOT shipped out. So, are you calling your staff liars? Are you admitting that your call center agents provide the consumers with incorrect information and that you know that this is taking place? This would be very interesting information that the media and press would love to get a hold of. Taking advantage of low income consumers that have trust in your company and the products that you sell.I eventually did receive this product, but unfortunately it is incomplete and did not come with all of the parts that it was supposed to. So I guess I am now going to have to file a new complaint with the Revdex.com, against your company as well as [redacted] for not wanting to ship me out the missing piece of the product that I purchased. Please, enlighten me and explain to me why your call center is unable to send me out the correct part that is missing from the Gear VR headset that I ordered. This has been an extremely horrible experience with both, your company and Samsung.
I am rejecting this response because:I did not make a payment. They need to prove I made that payment.I did send the the police report. They are the ones who are lying.They have not proved that us my account. I eoukd not have filed a police report, if it was mine.Get real. I have never had a MasterCard. It did not have my name on it. Get s copy and see if the card or payment us in my name.I have proven thus us not mine. They have not proved it's mine.They are lost a and I put a fraud alert on my account at the credit bureau
Initial Business Response /* (1000, 5, 2015/12/10) */
CONFIDENTIAL COMMUNICATION
December 9, 2015
# [redacted]
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced as a result of the issues stated in the inquiry. Her report of receiving unsatisfactory service is upsetting, as all agents are accountable to meet our professional standards. Additionally, a good faith effort must be made to connect customers with a supervisor upon request or, if unavailable, to refer it for a callback, preferably within 24 hours.
Our investigation confirms an order was placed on November 19, 2015 via the Fingerhut website consisting of multiple items totaling $929.83. Our records indicate that the SPT Wand Massager was a vendor-supplied item. On these types of items, we cannot guarantee the type of shipping packaging that is used for items sent directly by the vendor. The records further show that all three pairs of the Adidas Shoes were shipped from one of our fulfillment centers and should have arrived packed in a shipping carton. The shipping carriers are entrusted to handle all parcels with care, and we apologize if any item arrived in an unsatisfactory condition. Ms. [redacted] previously notified us that she is returning these items.
We agree that there was a promotion for a free spa pillow with the purchase of any health/beauty product at the time Ms. [redacted] placed the order. This promotion was set to automatically issue the discount upon order checkout after both the health/beauty item and the spa pillow had been added to the "shopping cart." Our records indicate that the pillow was not added to the cart. The terms of this promotion also state that if the health/beauty product is returned but the pillow is kept, then the customer will be billed the regular price. We did not send Ms. [redacted] the pillow for the reason that she intended to return the health/beauty product.
Total customer satisfaction is a goal we strive daily to achieve, so we regret if we fell short of this mark with Ms. [redacted]. We appreciate her patience and understanding while worked to provide this response and resolution.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
I am rejecting this response because: Again ...
THE WEB SITE SAYS IT WILL STILL TAKE MONTHLY PAYMENTS. I MADE A $900 PAYMENT AS NOTED AND TOLD THE MAN I TWALKED TO I WOULD STILL MAKE ANOTHER PAYMENT TO BRING OWING CURRENT ON TEH 6TH OF OCT. I WAS ALSO TOLD I WOULD RECEIVE EMAIL CONFIRMATION OF MY PAYENT WHICH I NEVER DID RECEIVE. I W AS TOLD BY ACCOUNT WAS OVERDUE BY 213 DAYS AND IT WAS NOT. IT WAS 180 DAYS. THIS I KNOW IS SPLITTING HAIRS BUT I WANT TO DO THE RIGHT THING. I DON'T CARE IF TEH ACCOUNT IS EVER REOPENED AS THE PRODUCT IS HIGHLY OVERPRICED AND JUNK AS EVERYTHING I HAVE BOUT BROUGHT IN FIRST YEAR AND I STILL WAN TO FULFILL BY OBLIGATION. SHAME ON ME TO TRUST THIS COMPLANY. THANK YOU I WAS TOLD THAT IF I CALLED BACK AFTER THE ORINGINAL CALL THAT I WOULD BE TOLD OF THE COMPANY
THAT PURCHASED THE NOTE. AGAIN LIED TO.
CONFIDENTIAL COMMUNICATION September 2, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry she indicates that she was misrepresented on the shipping and handling charge for the ShelterLogic Canopy she ordered on June 24, 2016. Ms. [redacted] states we shipped the item out immediately and she did not have an adequate opportunity to cancel the order. Ms. [redacted] indicates she spoke to our Customer Service Department regarding the shipping and handling she was charged for the item and after returning the item the shipping and handling fee was not credited. Ms. [redacted] is requesting credit for the shipping and handling. It is our goal to provide all pertinent information our customers need to place an order from our catalogs or website. Every catalog includes our “blue page” which includes a shipping and handling chart. The shipping and handling chart is designed to be utilized with the individual shipping code for each item which is located in parentheses next to the description of the item. The shipping code for the canopy Ms. [redacted] ordered was “N”. According to the shipping and handling chart in the catalog Ms. [redacted] ordered from the shipping charge is $65.00 based on the “N” shipping code. Please understand the shipping and handling rates listed in our catalogs are based upon the cost to not only ship the item but our internal processing/ handling of the order. Additionally, 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. When we received the return of the canopy on July 12, 2016 credit was issued for the cash price of the canopy but no credit was issued for the original shipping and handling. We have credited the shipping and handling charge of $65.00 as a courtesy. We have also issued credit for a late fee of $7.99 and interest charges of $1.38. The credit will be reflected on a future billing statement. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department at 1-800-208-2500, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: