Initial Business Response /* (1000, 7, 2016/01/25) */
CONFIDENTIAL COMMUNICATION
January 25, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased three mattresses from Fingerhut. The first, a Serta Lake Winds Perfect Sleeper Mattress & Box Spring - Queen, was purchased on November 18, 2015 for $529.99. As a courtesy, the shipping and handling costs of $100.00 were credited on December 1, 2015. On December 11, 2015, Ms. [redacted] contacted Fingerhut stating she received the wrong product. On this same date a prepaid postage label for the mattress was sent to Ms. [redacted]. We received the return of the mattress from Ms. [redacted] and $329.99 was credited to her account on January 22, 2016. On January 25, 2016 we credited an additional $100.00 for the return. We apologize for the delay in this additional credit. We have also credited the interest that accrued during that period which totaled $1.28.
The next mattress Ms. [redacted] purchased was on December 21, 2015 for a Serta Atmore Perfect Sleeper Firm Mattress & Box Spring - Queen in the amount of $744.98. A promotional code was entered which resulted in an $82.50 discount being applied to the purchase. Shipping and handling of $65.00 was credited on January 4, 2016. On this same day, Ms. [redacted] informed Fingerhut that the mattress she received was damaged. As a result, we contacted Pilot Freight Services to arrange pick up of the item so that it could be returned. A credit for the full merchandise price of $579.98 was issued on January 22, 2016. An additional $17.50 credit was also applied on January 22, 2016 for the shipping and handling. Additionally, we have credited the interest accrued during that period which amounted to $1.15.
An additional order for a Serta Perfect Sleeper Box Spring - Queen was placed on January 4, 2016 for $404.99. A promotional code was entered and a discount for the shipping and handling (which amounted to $165.00) was applied to Ms. [redacted]'s account. On January 19, 2016, Ms. [redacted] contacted Fingerhut in regards to this purchase. She stated this mattress was also damaged. On January 20, 2016, Pilot was sent the return information for the product. Pilot should have contacted Ms. [redacted] in regards to the return.
If Ms. [redacted] would like to place an order with Fingerhut she may go online to www.fingerhut.com or contact our Order Line at [redacted] 24 hours a day, 7 days a week.
We apologize for any inconvenience this may have caused Ms. [redacted]. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 9, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I made a payment of 89.12 Feb 1, 2016. After the payment was made I was told I need to make a payment for Fe. 2016/ I told them I am not paying them any more money until March 1, 2016 And I was told I would be charged 35.00 late fee. I send the mattress back since 11-2015 and just end another one back around the 21 of Jan. 2016. So I refuse to pay them for Jan. They told me it would make my credit report look bad. But I am on disability. I can''t afford to give them another 84.00 this month. They are not taking responsibiility for anything.
Final Business Response /* (4000, 11, 2016/02/11) */
CONFIDENTIAL COMMUNICATION
February 11, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated, all credits have been issued for the returned mattresses. This includes shipping/handling as well as interest that accrued during that time. Additionally, no derogatory information has been reported to the credit bureaus.
Although the mattresses were returned and credited to Ms. [redacted]'s account, she had a balance from previous merchandise ordered from Fingerhut. Our records indicate Ms. [redacted] made a payment of $89.90 on February 1, 2016. Due to the delay in the credit of Ms. [redacted]'s returns, the minimum amount due was not adjusted until February 2, 2016.
As a courtesy to Ms. [redacted] we have waived the $37.00 late fee that was applied to her account on February 9, 2016. At this time all credits have been applied to her account. Ms. [redacted]'s next payment of $84.02 is due by March 9, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Final Consumer Response /* (2000, 13, 2016/02/22) */
Initial Business Response /* (1000, 5, 2015/07/06) */
CONFIDENTIAL COMMUNICATION
July 2, 2015
Revdex.com of Minnesota Account #: [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [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. Enclosed are a statement of account activity, credit application, Terms and Conditions, and the last three statements.
Mr. [redacted] states in his complaint that he is receiving up to five calls per day on an account that Mr. [redacted] says is current. Mr. [redacted]'s desired resolution is for the calls to cease.
Based on our research, an account was opened with a representative on May 4, 2012 using Mr. [redacted]'s name and social security number when an order was placed for a Rachael Ray 10pc Hard Anodized Cookware Set. The merchandise was shipped via FedEx Home on May 8, 2012 to the same address as listed in the complaint.
Our records indicate that a recent payment of $40.00 received on May 31, 2015 did not satisfy the minimum payment due of $46.99 by June 11, 2015. This left a past due balance of $6.99.
Please note that when the required minimum payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date.
Mr. [redacted]'s account is in a current status. Thank you for your most recent payment of $40.00 on July 1, 2015.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a remaining minimum payment of $26.98 is due by July 11, 2015.
If Mr. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303.
Please note, if a cease and desist status is placed on Mr. [redacted]'s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Mr. [redacted]'s account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order.
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Mr. [redacted]'s account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sjj
Enclosures
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she ordered merchandise from Fingerhut. She did not receive this item on time and purchased the item elsewhere. The package was left at the front door and the box was not in perfect condition. She states she returned the merchandise to Fingerhut, then recieved a bill for the shipping/handling charges. Ms. [redacted] desired result is a full refund and not have Fingerhut contact her again. Our records indicate Ms. [redacted] purchased a Magic Bullet Hi-Speed Blender/Mixer System on June 10, 2016. Using the tracking number [redacted] we show this product was delivered by the local post office on June 17, 2016. We apologize Ms. [redacted] did not receive her merchandise on the date expected. We provide customers with our best estimate as to when a package will be delivered, however, occasionally packages are delivered outside of this timeframe due to factors outside of our control. We received the return of the blender/mixer from Ms. [redacted] on July 5, 2016. A credit of $37.04 was issued to her WebBank/Fingerhut Advantage account for the full merchandise price, but 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.” Ms. [redacted] was required to pay for the original shipping/handling of $19.99. Likewise, a return postage fee of $14.95 was deducted from the credit because Ms. [redacted] did not indicate why she was returning the product. At this time the current balance on Ms. [redacted]’s Fingerhut Account is $28.14. A minimum payment of $8.99 is due by August 9, 2016. Additionally, we have updated our records and removed Ms. [redacted] from our mailing list, but because our catalogs are printed in advance, she should allow 6 to 8 weeks for this request to process. Per Ms. [redacted]’s request, we have revoked consent to call the telephone number, ###-###-####, which is currently associated to her account. If Ms. [redacted] has any questions regarding this matter she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 6, 2015/11/25) */
CONFIDENTIAL COMMUNICATION
November 25, 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 the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on July 23, 2015 Ms. [redacted] purchased a Clean Spin Mop with Press Handle with a 1 Year Service Plan. On November 13, 2015 Ms. [redacted] requested the warranty information for the mop. On November 18, 2015 Ms. [redacted] informed us the product was broken. While customer satisfaction is very important to us, we do require returns to be made in accordance with our 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 non refundable. Computers, camcorders, video games, 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."
As stated above when Ms. [redacted] purchased the mop she also purchased a 1 Year Service Plan which begins on July 26, 2016. This Service Plan is though NEW (National Extended Warranty), she may contact them at [redacted]. Her warranty contract number is [redacted].
For all concerns with the product we recommend Ms. [redacted] contact the products manufacturer, Viatek Products, at [redacted].
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 8, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted manufacturer already and had to leave a message n no response. the extended service plan company said they do not cover mops and I was sold a extended service plan errounsley. I placed the gentleman name in the original report.
I should ask finger hut for a refund on the extended warrant.
at this point I just want my mop exchanged with fingerhut. my 6.99 credited back.
If this can't get fixed I will take further and I would choose not to do business with them anymore
Final Business Response /* (4000, 10, 2015/12/07) */
CONFIDENTIAL COMMUNICATION
December 3, 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 the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated, Ms. [redacted] will need to contact the manufacturer, Viatek Products, at [redacted] for all issues concerning the mop.
The warranty she purchased with her product begins on July 26, 2016 with NEW (National Extended Warranty). Until that date, Ms. [redacted] will need to contact Viatek Products.
We have provided Ms. [redacted] with all the information we have available. Fingerhut considers this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
I am rejecting this response because:
there are some material inaccuracies in their statement. I waited fours for the repairman from Aguirre Appliance repair and he didn't show up within the alotted time. He called a few minutes before noon to ask if I could wait but I could not. I had already waited for four hours. Assurian then sent another repair shop to come last Thursday 2/23/17 between the hours of 8-11. The repairman called me at 10:00am to notify me that he would be at my apartment in 30 minutes. He then called 30 minutes later to tell me that he had arrived and asked how to gain access to my building. I told him that he had to call from the call box. He then stated that there was no call box and further described where he was. it turns out he was at least a half hour away at the wrong address. The most upsetting part of his error was that he continued to argue with me that he was in the right place and then finally hung up. I have now waiting for 7 hours total for and extended service contract that I had paid $99 dollars for. These people have so far demonstrated lack of respect for my time, have been rude, called me a liar, and hung up on me. I refuse to accept service from them in the future and request a full refund for product and the service contact that I have been trying to access but have not been able to due to their incompetence.
I am rejecting this response because: Because I am now being asked to submit another down payment $30.00 for a returned item! I the item was unopened and and FingerHut just kept my down payment and deined me from using the returned credit period. I have a letter from Fingerhut stating they would return my $30.00 and to get a letter from my bank. So now why is Fingerhut saying the $30.00 was for returned shipping? I can fax a copy of the letter that Fingerhut sent me this year in April 05, 2016 with that information stated.
Initial Business Response /* (1000, 5, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 20, 2015
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.
We would like to apologize for any difficulties Ms. [redacted] had understanding our phone agents. We strive to exceed our customer's expectations, and make their experiences with our phone agents satisfying.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
Initial Business Response /* (1000, 7, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13, 2015
# [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.
Our records indicate an order was placed on our website for a Super Chef 14 pc. Nonstick Cookware Set on March 18, 2013. We have no record of a Rachel Ray Cookware Set being placed on Ms. [redacted]'s account.
Our return policy is listed on our website and in our catalogs and states, in part:
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.
After a thorough review of Ms. [redacted]'s account, we have no record of her contacting us in reference with any problem for the Cookware. Unfortunately, due to the length of time she has had the Cookware we are unable to accept the return.
On December 13, 2013 our records indicate an order placed for a Ragalta Thermo Electric Hot and Cold Water Cooler and a 2 yr. Extended Service Plan (ESP). On January 13, 2014 Ms. [redacted] contacted us to advise she would be returning the Water Cooler because she did not like the item. On March 28, 2014 we sent an "affidavit of non-receipt of returned merchandise" since we did not receive the return. On April 30, 2014, a letter was sent to the address on file for Ms. [redacted] advising we require a copy of her return receipt. We have no record of receiving the receipt. We suggest Ms. [redacted] contact the shipping company she used to return the item for additional assistance.
Please understand we make every effort to apply our policies consistently and fairly to all of our customers and we are applying the policy the same for her as we would any other customer with similar circumstances.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the rep has responded to is incorrect and she may claim there is no record of the complaints or disputes however those are lies.
Another reason why I don't exactly shop for products anymore because they do not honor their word. Yes I purchased extended warranty for the product however, I can't make a claim on something that was returned because I cannot produce the product.
Thanks
...⇄ # [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. Ms. [redacted] indicates in her inquiry that she made a payment of $59.99 on July 5, 2016 and that she was charged a $27.00 late fee because the payment was declined. She indicates she made the payment with a new card, not the card ending in 6774. She is requesting that the late fee be removed from her account. Our records indicate Ms. [redacted] set up a scheduled payment on our website on July 4, 2016 to be taken from her debit card ending in 6774 on July 5, 2016. When we attempted to process Ms. [redacted]’s payment, per her request, on July 5, 2016 the payment was declined by Ms. [redacted]’s bank and a late fee of $27.00 was assessed to Ms. [redacted]’s account. When Ms. [redacted] opened her Fingerhut Credit Account she 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.” On July 21, 2016 Ms. [redacted] contacted our Customer Service Department and provided the new card information by phone and made a payment of $59.99 from her debit card ending in [redacted]. The late fee of $27.00 was also waived the same day as a courtesy. The credit will be reflected on Ms. [redacted]’s August 13, 2016 billing statement. The minimum payment of $69.99 is due by August 9, 2016. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department 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
...⇄ # [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 Mr. [redacted] regarding a PayCheck Direct Account. Mr. [redacted] would like his payment plan restored and an apology for being mistreated by a representative when he asked for and itemized email of the purchase order and payment history of his account. He was also transferred to an answering machine when asked to speak to a supervisor.
made by the business in reference to complaint ID [redacted]. I have made efforts to contact the Executive Customer Care Department at Fingerhut, and will continue to do so until such time that the business and I are able to communicate and agree on a resolution to this issue. At that time I will again address this letter to the Revdex.com and the response to the business' reply with a statement as to whether or not we have reached a satisfactory resolution at that time. I sincerely thank you for your time and efforts in this matter.
CONFIDENTIAL COMMUNICATION
March 23, 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 Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she spoke with a representative on March 14, 2016 at which time an agreement to send a replacement was reached with Ms. [redacted]. The Chef's Mark .7 cu. ft. 700-Watt Microwave Oven was purchased on April 10, 2015 and came with a one year limited warranty. The extended warranty doesn't start until the limited warranty has expired. The terms and conditions would have been explained in the information she would have received shortly after placing the order.
Our records indicate that a replacement of the Chef's Mark .7 cu. ft. 700-Watt Microwave Oven shipped to her on March 14, 2016 with an expected delivery date of March 23, 2016. A postage paid label was also sent to her on March 14, 2016.
Total customer satisfaction is a goal we strive daily to achieve. We will make note that Ms. [redacted] did not receive a call back from a supervisor within the 48 hour time frame and we appreciate her bringing this to our attention.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
CONFIDENTIAL COMMUNICATION June 10, 2016 Revdex.com of Minnesota ...
...⇄ #[redacted] 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 his WebBank/Fingerhut Credit Account. Attached is a statement of account activity. Mr. [redacted] states payments are being made on time each month, but Fingerhut is not applying the payments to his account. Mr. [redacted] further states that after one of his payments was processed successfully, Fingerhut continued to run additional payments until his credit card locked up. Mr. [redacted] is requesting an investigation because Fingerhut is calling him in an attempt to collect payments. Mr. [redacted] states he can prove that payments have already been made. Based on our research, the balance on Mr. [redacted]’s account was zero when he placed an order on November 22, 2015. An additional order was placed on December 21, 2015 with the first payment of $46.99 being due on January 7, 2016. According to our records, Mr. [redacted] spoke with an agent on January 11, 2016 but declined to make a payment. Mr. [redacted] stated that someone else would be making a payment on his account. There is no record of any attempted payments being made on Mr. [redacted]’s bill until March 1, 2016 when a $40.00 payment was processed successfully online with an American Express debit card. On April 1, 2016, there were five attempts to process a payment online for $60.00, $60.00, $80.00, $180.00 and $186.00. Each of the five payment attempts were declined. Please note that when a payment declines, the cardholder will see a “Pending Authorization” on their card. This authorization will be removed and the funds are released back to the card after approximately two to five days. On May 24, 2016, Mr. [redacted] enrolled in a three-month payment plan. On June 5, 2016, the first of three $59.99 payments was processed successfully. The remaining two payments are scheduled to process on July 5, 2016 and August 5, 2016. After successful completion, Mr. [redacted]’s account will be brought current. As of June 10, 2016, Mr. [redacted]’s balance on his account is $959.70. Based on the call logs associated with Mr. [redacted]’s account, all outbound collection calls were attempted between the hours of 8am and 9pm Eastern Standard Time. Our records also indicate Fingerhut never attempted to contact Mr. [redacted] more than six times in a day while his account was in a delinquent status. If Mr. Reeder has further questions, he may contact our Billing Department at ###-###-####. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg Enclosure
...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’s inquiry states that after purchasing a Fitbit Flex he was unable to activate it through Fitbit since Fingerhut is not an authorized seller of Fitbit products. Mr. [redacted] also requests credit for the original shipping and handling charges and the return shipping fee, for his Fingerhut account to be closed and to no longer have a balance owing with Fingerhut. Our records indicate Mr. [redacted] placed an order on April 28, 2016 on our website for a Fitbit Flex Wireless Activity and Sleep Wristband. The total including shipping and handling was $154.72. On May 6, 2016 Mr. [redacted] contacted us via chat and advised us he would be returning the item as he was advised it is counterfeit. Please understand, like many retailers, we buy some of our new, factory fresh products from authorized distributors instead of direct from the manufacturer. As a result, we handle the warranty and service needs directly for our customers. On May 17, 2016 we received the return of the Fitbit and credit was issued to Mr. [redacted]’s account in the amount of $131.78. Our return policy is listed on our website and in our catalogs 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 reason Mr. [redacted] selected on the return reason form was “Not as described/pictured,” which we consider a non-qualifying reason. Therefore, the original shipping and handling of $14.99 and the return shipping fee of $7.95 was not credited. On May 31, 2016, Mr. [redacted] contacted us by phone and the agent issued credit for the original shipping and handling and the return shipping fee. The credit appears on Mr. [redacted]’s June 1, 2016 billing statement. A late fee of $14.99 was assessed to Mr. [redacted]’s account prior to the credit being issued for the shipping and handling fees. We have issued credit for the late fee. This credit will appear on Mr. [redacted]’s July 1, 2016 billing statement. There is no remaining balance on his account as of the date of this letter. Additionally, Mr. [redacted]’s account was closed per his request on May 6, 2016.Thank you for allowing us to explain. 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. Our records indicate an account was opened using Mr. [redacted]’s personal information via phone with a customer service representative on January 7, 2013. On that same date, an order was placed Adidas Men’s Isolation Mid Basketball Shoe (Black-Silver, 10).This item was to be shipped (tracking number [redacted]) to [redacted] Sewickley, PA 15143. When a package is picked up from a UPS facility, UPS is required to ask for a photo ID such as driver’s license or state-issued license. Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. As Mr. [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Credit Risk Department for further review. They advised of already being aware of the fraudulent activity claim for this account. An affidavit of unordered merchandise completed by Mr. [redacted] was received. However, there was no police report with the affidavit and a letter of denial was mailed to Mr. [redacted]. This letter explained a police report would also be required. To date we have not received the requested police report. As we understand the urgency of the situation, Mr. [redacted] may expedite this process by faxing the required police report to ###-###-#### Attn: Jessica or mail the document to [redacted] Cloud, MN 56303. If Mr. [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case number. Once received, we will be able to further investigate his claim. If Mr. [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CST. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION
March 4, 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...
an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states she made a payment for $22.10 in November 2015 that brought her account balance to zero. Ms. [redacted] also states Fingerhut continued to charge her interest, late fees and account protection fees on an account with a zero balance. Ms. [redacted] maintains Fingerhut did not contact her about the balance due until February 2016, and as a result her credit is damaged. Ms. [redacted] is requesting to have her credit report updated to current because her bill was paid in full in November 2015.
According to our records, when Ms. [redacted]'s statement printed on November 6, 2015, the balance on her account was $52.10 On November 20, 2015, a payment was received for her December 2, 2016 bill in the amount of $22.10.This left a balance of $30.00.
When Ms. [redacted]'s statement printed on December 6, 2016, Safeline fees and interest charges were calculated based on the balance of $30.00. Ms. [redacted] was charged the minimum interest of $1.00 and .37 for Safeline account protection. These charges brought her balance to $31.37.
No payment was received by the next due date of January 2, 2016, so a late fee of $6.99 was charged to Ms. [redacted]'s account.
When her statement printed on January 6, 2016, Safeline protection fee and interest were charged based on the balance $38.36. In February 2016, Ms. [redacted]'s account was charged a late fee of $13.98 plus Safeline fees and interest charges bringing her balance to $55.46.
Ms. [redacted]'s payment of $34.49 received on February 26, 2016 brought the account balance to $20.97. The two late fees totaling $20.97 were credited as a courtesy on March 2, 2016. Although already applied to the account, the credits will reflect on her next monthly statement which will be generated on March 6, 2016.
An account review on March 4, 2016 confirmed that Ms. [redacted]'s account is open with a zero balance.
According to our records, Fingerhut began attempts to reach Ms. [redacted] by phone on January 3, 2016. These calls continued until February 26, 2016 when the account was brought current.
Ms. [redacted] spoke with an agent on January 20, 2016, but according to our records, Ms. [redacted] said she was at work and ended the call.
Fingerhut received an email from Ms. [redacted] on January 14, 2016 in which she states that she had paid off her bill. We responded to the email on January 15, 2016 requesting Ms. [redacted] to contact Customer Service regarding her billing questions.
An account review on March 2, 2016, confirmed that Equifax, Experian and Trans Union are reporting accurately.
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] still has questions about her account regarding what has or has not been reported to the credit bureaus, please contact us at the address listed above or by calling us toll-free at [redacted], Monday through Friday 9:00am to 6:00pm Central Standard Time.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
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 Blair Private Label Credit Account. In Ms. [redacted]’s inquiry she states her order was not mailed to her until all blazers were available in July. Ms. [redacted] states that we had shipped some of the blazers to her in March but at a much higher cost than what was first quoted to her. Ms. [redacted] received a merchandise credit for one of the returns because it was received outside of our 90-day return policy a credit was sent instead of processing to her Private Label Credit Card account. Ms. [redacted] contacted our customer service department and requested to have the Merchandise Credit reversed and applied to her credit card. Ms. [redacted] placed her order on March 25, 2016 as a group order. Ms. [redacted] had her orders multiple shipped to 14 different addresses. Unfortunately, some of the blazers especially in the larger sizes were on backorder until July 2016. Ms. [redacted] was offered our general group order discount of 15% off per item. Ms. [redacted] contacted our office on April 20, 2016, stating that she should have received free shipping on each of her orders. Blair offers to honor one promotion code per order and this was explained at the time of the original order. As an appeasement, credits were issued for original shipping and taxes, as Ms. [redacted] is at tax exempt status. The credit amount at that time was in the amount of $156.40 which included $111.89 in shipping costs. The cost of each Fully Lined Blazer was to be charged $30.59. Returns were made by some of the gift receivers which resulted in several credits, others made exchanges for a smaller size. This resulted in tax charges not being removed and one order being charged shipping. As a courtesy, adjustments of $5.90 in tax charges and $8.99 shipping charge was credited to Ms. [redacted]’s Private Label Credit Card. A credit was issued on December 29, 2016, as we were not aware of another return that was made which resulted in the merchandise credit of $32.43. The credit was applied to her Private Label Credit Card for that merchandise credit, which has been deactivated. We consider Ms. [redacted]’s order closed. If additional returns are made a merchandise credit will be issued that are within our 90-day return policy. If Ms. [redacted] has any further questions, she may contact our Customer Service Department at ###-###-####, Monday-Friday 9 am to 9 pm, Eastern Time. Thank you for allowing us to explain. Sincerely, Renee [redacted] Executive Care Team
I am rejecting this response because:This company has no idea about any of the things that transpire within thier company. They are stating that the payments was made from a card with the name [redacted] that is a lie because my name was still [redacted] edge at the time so I know that thier information is inaccurate. ITS VERY IMPOSSIBLE CAUSE OUT WASN'T MY AME YET. and the name [redacted] Brown was used to open this account by my children's father and as far as them reporting inaccurate information even as this letter was typed in response it's not accurate because I got tired of going back and forth with a company that knows nothing and I payed it off because my kid father is in prison for 15yrs and at this point I'm over this companies lack of knowledge and I'm filling complaint with the attorney general and looking into a lawyer cause this is just pathetic the least they could have done was look up the account before sending a bogus as response but I'm pretty sure it will help me build a case to have the information removed and to stop them from doing this to others
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 PayCheck Direct Account. Ms. [redacted] states she purchased a TV and vacuum on December 1, 2016. She set up biweekly payments in the amount of $54.19. She received an e-mail on December 8, 2016 that stated the order for the vacuum was cancelled due to the item being out of stock. She states she contacted PayCheck Direct and was told the same payment of $54.19 would be withdrawn although the vacuum was cancelled. Ms. [redacted] stresses the item is shown to be in stock on PayCheck Direct’s website. She also states she contacted PayCheck Direct and was told the vacuum would be shipped that day, however online the tracking number was shown the item to have already been shipped. Ms. [redacted] is unsatisfied with the response she received from Customer Service representatives. Our records indicate Ms. [redacted] placed an order for a Shark Rocket DeluxePro UltraLite 4.2-Amp Vacuum with Hand Vac and a Samsung 55" UHD 4K HDR LED Smart TV on December 1, 2016. On December 9, 2016 a letter was mailed to Ms. [redacted] stating the order for the TV was cancelled due to the item being out of stock at the time of purchase. The TV is currently back in stock if she would like to repurchase this item. Unfortunately we are not able to change or adjust the payment amount after an order is placed and shipped. We are required to maintain the payment agreement set up at the time the order was placed. Our agents are accountable to meet professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We apologize Ms. [redacted] felt the representatives she spoke with were discourteous. 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. Sincerely, Vi [redacted] Executive Care Team VF/ks
Initial Business Response /* (1000, 7, 2016/01/25) */
CONFIDENTIAL COMMUNICATION
January 25, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased three mattresses from Fingerhut. The first, a Serta Lake Winds Perfect Sleeper Mattress & Box Spring - Queen, was purchased on November 18, 2015 for $529.99. As a courtesy, the shipping and handling costs of $100.00 were credited on December 1, 2015. On December 11, 2015, Ms. [redacted] contacted Fingerhut stating she received the wrong product. On this same date a prepaid postage label for the mattress was sent to Ms. [redacted]. We received the return of the mattress from Ms. [redacted] and $329.99 was credited to her account on January 22, 2016. On January 25, 2016 we credited an additional $100.00 for the return. We apologize for the delay in this additional credit. We have also credited the interest that accrued during that period which totaled $1.28.
The next mattress Ms. [redacted] purchased was on December 21, 2015 for a Serta Atmore Perfect Sleeper Firm Mattress & Box Spring - Queen in the amount of $744.98. A promotional code was entered which resulted in an $82.50 discount being applied to the purchase. Shipping and handling of $65.00 was credited on January 4, 2016. On this same day, Ms. [redacted] informed Fingerhut that the mattress she received was damaged. As a result, we contacted Pilot Freight Services to arrange pick up of the item so that it could be returned. A credit for the full merchandise price of $579.98 was issued on January 22, 2016. An additional $17.50 credit was also applied on January 22, 2016 for the shipping and handling. Additionally, we have credited the interest accrued during that period which amounted to $1.15.
An additional order for a Serta Perfect Sleeper Box Spring - Queen was placed on January 4, 2016 for $404.99. A promotional code was entered and a discount for the shipping and handling (which amounted to $165.00) was applied to Ms. [redacted]'s account. On January 19, 2016, Ms. [redacted] contacted Fingerhut in regards to this purchase. She stated this mattress was also damaged. On January 20, 2016, Pilot was sent the return information for the product. Pilot should have contacted Ms. [redacted] in regards to the return.
If Ms. [redacted] would like to place an order with Fingerhut she may go online to www.fingerhut.com or contact our Order Line at [redacted] 24 hours a day, 7 days a week.
We apologize for any inconvenience this may have caused Ms. [redacted]. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 9, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I made a payment of 89.12 Feb 1, 2016. After the payment was made I was told I need to make a payment for Fe. 2016/ I told them I am not paying them any more money until March 1, 2016 And I was told I would be charged 35.00 late fee. I send the mattress back since 11-2015 and just end another one back around the 21 of Jan. 2016. So I refuse to pay them for Jan. They told me it would make my credit report look bad. But I am on disability. I can''t afford to give them another 84.00 this month. They are not taking responsibiility for anything.
Final Business Response /* (4000, 11, 2016/02/11) */
CONFIDENTIAL COMMUNICATION
February 11, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated, all credits have been issued for the returned mattresses. This includes shipping/handling as well as interest that accrued during that time. Additionally, no derogatory information has been reported to the credit bureaus.
Although the mattresses were returned and credited to Ms. [redacted]'s account, she had a balance from previous merchandise ordered from Fingerhut. Our records indicate Ms. [redacted] made a payment of $89.90 on February 1, 2016. Due to the delay in the credit of Ms. [redacted]'s returns, the minimum amount due was not adjusted until February 2, 2016.
As a courtesy to Ms. [redacted] we have waived the $37.00 late fee that was applied to her account on February 9, 2016. At this time all credits have been applied to her account. Ms. [redacted]'s next payment of $84.02 is due by March 9, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Final Consumer Response /* (2000, 13, 2016/02/22) */
Initial Business Response /* (1000, 5, 2015/07/06) */
CONFIDENTIAL COMMUNICATION
July 2, 2015
Revdex.com of Minnesota Account #: [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [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. Enclosed are a statement of account activity, credit application, Terms and Conditions, and the last three statements.
Mr. [redacted] states in his complaint that he is receiving up to five calls per day on an account that Mr. [redacted] says is current. Mr. [redacted]'s desired resolution is for the calls to cease.
Based on our research, an account was opened with a representative on May 4, 2012 using Mr. [redacted]'s name and social security number when an order was placed for a Rachael Ray 10pc Hard Anodized Cookware Set. The merchandise was shipped via FedEx Home on May 8, 2012 to the same address as listed in the complaint.
Our records indicate that a recent payment of $40.00 received on May 31, 2015 did not satisfy the minimum payment due of $46.99 by June 11, 2015. This left a past due balance of $6.99.
Please note that when the required minimum payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date.
Mr. [redacted]'s account is in a current status. Thank you for your most recent payment of $40.00 on July 1, 2015.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a remaining minimum payment of $26.98 is due by July 11, 2015.
If Mr. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303.
Please note, if a cease and desist status is placed on Mr. [redacted]'s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Mr. [redacted]'s account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order.
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Mr. [redacted]'s account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sjj
Enclosures
I am rejecting this response because:
I have priced the cables and 60 buck will not cover all the cost for the cables.
CONFIDENTIAL COMMUNICATION July 19,...
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she ordered merchandise from Fingerhut. She did not receive this item on time and purchased the item elsewhere. The package was left at the front door and the box was not in perfect condition. She states she returned the merchandise to Fingerhut, then recieved a bill for the shipping/handling charges. Ms. [redacted] desired result is a full refund and not have Fingerhut contact her again. Our records indicate Ms. [redacted] purchased a Magic Bullet Hi-Speed Blender/Mixer System on June 10, 2016. Using the tracking number [redacted] we show this product was delivered by the local post office on June 17, 2016. We apologize Ms. [redacted] did not receive her merchandise on the date expected. We provide customers with our best estimate as to when a package will be delivered, however, occasionally packages are delivered outside of this timeframe due to factors outside of our control. We received the return of the blender/mixer from Ms. [redacted] on July 5, 2016. A credit of $37.04 was issued to her WebBank/Fingerhut Advantage account for the full merchandise price, but 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.” Ms. [redacted] was required to pay for the original shipping/handling of $19.99. Likewise, a return postage fee of $14.95 was deducted from the credit because Ms. [redacted] did not indicate why she was returning the product. At this time the current balance on Ms. [redacted]’s Fingerhut Account is $28.14. A minimum payment of $8.99 is due by August 9, 2016. Additionally, we have updated our records and removed Ms. [redacted] from our mailing list, but because our catalogs are printed in advance, she should allow 6 to 8 weeks for this request to process. Per Ms. [redacted]’s request, we have revoked consent to call the telephone number, ###-###-####, which is currently associated to her account. If Ms. [redacted] has any questions regarding this matter she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 6, 2015/11/25) */
CONFIDENTIAL COMMUNICATION
November 25, 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 the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on July 23, 2015 Ms. [redacted] purchased a Clean Spin Mop with Press Handle with a 1 Year Service Plan. On November 13, 2015 Ms. [redacted] requested the warranty information for the mop. On November 18, 2015 Ms. [redacted] informed us the product was broken. While customer satisfaction is very important to us, we do require returns to be made in accordance with our 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 non refundable. Computers, camcorders, video games, 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."
As stated above when Ms. [redacted] purchased the mop she also purchased a 1 Year Service Plan which begins on July 26, 2016. This Service Plan is though NEW (National Extended Warranty), she may contact them at [redacted]. Her warranty contract number is [redacted].
For all concerns with the product we recommend Ms. [redacted] contact the products manufacturer, Viatek Products, at [redacted].
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 8, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted manufacturer already and had to leave a message n no response. the extended service plan company said they do not cover mops and I was sold a extended service plan errounsley. I placed the gentleman name in the original report.
I should ask finger hut for a refund on the extended warrant.
at this point I just want my mop exchanged with fingerhut. my 6.99 credited back.
If this can't get fixed I will take further and I would choose not to do business with them anymore
Final Business Response /* (4000, 10, 2015/12/07) */
CONFIDENTIAL COMMUNICATION
December 3, 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 the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated, Ms. [redacted] will need to contact the manufacturer, Viatek Products, at [redacted] for all issues concerning the mop.
The warranty she purchased with her product begins on July 26, 2016 with NEW (National Extended Warranty). Until that date, Ms. [redacted] will need to contact Viatek Products.
We have provided Ms. [redacted] with all the information we have available. Fingerhut considers this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
I am rejecting this response because:
there are some material inaccuracies in their statement. I waited fours for the repairman from Aguirre Appliance repair and he didn't show up within the alotted time. He called a few minutes before noon to ask if I could wait but I could not. I had already waited for four hours. Assurian then sent another repair shop to come last Thursday 2/23/17 between the hours of 8-11. The repairman called me at 10:00am to notify me that he would be at my apartment in 30 minutes. He then called 30 minutes later to tell me that he had arrived and asked how to gain access to my building. I told him that he had to call from the call box. He then stated that there was no call box and further described where he was. it turns out he was at least a half hour away at the wrong address. The most upsetting part of his error was that he continued to argue with me that he was in the right place and then finally hung up. I have now waiting for 7 hours total for and extended service contract that I had paid $99 dollars for. These people have so far demonstrated lack of respect for my time, have been rude, called me a liar, and hung up on me. I refuse to accept service from them in the future and request a full refund for product and the service contact that I have been trying to access but have not been able to due to their incompetence.
I am rejecting this response because: Because I am now being asked to submit another down payment $30.00 for a returned item! I the item was unopened and and FingerHut just kept my down payment and deined me from using the returned credit period. I have a letter from Fingerhut stating they would return my $30.00 and to get a letter from my bank. So now why is Fingerhut saying the $30.00 was for returned shipping? I can fax a copy of the letter that Fingerhut sent me this year in April 05, 2016 with that information stated.
Initial Business Response /* (1000, 5, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 20, 2015
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.
We would like to apologize for any difficulties Ms. [redacted] had understanding our phone agents. We strive to exceed our customer's expectations, and make their experiences with our phone agents satisfying.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
Initial Business Response /* (1000, 7, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13, 2015
# [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.
Our records indicate an order was placed on our website for a Super Chef 14 pc. Nonstick Cookware Set on March 18, 2013. We have no record of a Rachel Ray Cookware Set being placed on Ms. [redacted]'s account.
Our return policy is listed on our website and in our catalogs and states, in part:
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.
After a thorough review of Ms. [redacted]'s account, we have no record of her contacting us in reference with any problem for the Cookware. Unfortunately, due to the length of time she has had the Cookware we are unable to accept the return.
On December 13, 2013 our records indicate an order placed for a Ragalta Thermo Electric Hot and Cold Water Cooler and a 2 yr. Extended Service Plan (ESP). On January 13, 2014 Ms. [redacted] contacted us to advise she would be returning the Water Cooler because she did not like the item. On March 28, 2014 we sent an "affidavit of non-receipt of returned merchandise" since we did not receive the return. On April 30, 2014, a letter was sent to the address on file for Ms. [redacted] advising we require a copy of her return receipt. We have no record of receiving the receipt. We suggest Ms. [redacted] contact the shipping company she used to return the item for additional assistance.
Please understand we make every effort to apply our policies consistently and fairly to all of our customers and we are applying the policy the same for her as we would any other customer with similar circumstances.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the rep has responded to is incorrect and she may claim there is no record of the complaints or disputes however those are lies.
Another reason why I don't exactly shop for products anymore because they do not honor their word. Yes I purchased extended warranty for the product however, I can't make a claim on something that was returned because I cannot produce the product.
Thanks
CONFIDENTIAL COMMUNICATION July 28, 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. Ms. [redacted] indicates in her inquiry that she made a payment of $59.99 on July 5, 2016 and that she was charged a $27.00 late fee because the payment was declined. She indicates she made the payment with a new card, not the card ending in 6774. She is requesting that the late fee be removed from her account. Our records indicate Ms. [redacted] set up a scheduled payment on our website on July 4, 2016 to be taken from her debit card ending in 6774 on July 5, 2016. When we attempted to process Ms. [redacted]’s payment, per her request, on July 5, 2016 the payment was declined by Ms. [redacted]’s bank and a late fee of $27.00 was assessed to Ms. [redacted]’s account. When Ms. [redacted] opened her Fingerhut Credit Account she 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.” On July 21, 2016 Ms. [redacted] contacted our Customer Service Department and provided the new card information by phone and made a payment of $59.99 from her debit card ending in [redacted]. The late fee of $27.00 was also waived the same day as a courtesy. The credit will be reflected on Ms. [redacted]’s August 13, 2016 billing statement. The minimum payment of $69.99 is due by August 9, 2016. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department 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 May 11, 2017 ...
...⇄ # [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 Mr. [redacted] regarding a PayCheck Direct Account. Mr. [redacted] would like his payment plan restored and an apology for being mistreated by a representative when he asked for and itemized email of the purchase order and payment history of his account. He was also transferred to an answering machine when asked to speak to a supervisor.
Revdex.com:
I have reviewed the response...
made by the business in reference to complaint ID [redacted]. I have made efforts to contact the Executive Customer Care Department at Fingerhut, and will continue to do so until such time that the business and I are able to communicate and agree on a resolution to this issue. At that time I will again address this letter to the Revdex.com and the response to the business' reply with a statement as to whether or not we have reached a satisfactory resolution at that time. I sincerely thank you for your time and efforts in this matter.
CONFIDENTIAL COMMUNICATION
March 23, 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 Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she spoke with a representative on March 14, 2016 at which time an agreement to send a replacement was reached with Ms. [redacted]. The Chef's Mark .7 cu. ft. 700-Watt Microwave Oven was purchased on April 10, 2015 and came with a one year limited warranty. The extended warranty doesn't start until the limited warranty has expired. The terms and conditions would have been explained in the information she would have received shortly after placing the order.
Our records indicate that a replacement of the Chef's Mark .7 cu. ft. 700-Watt Microwave Oven shipped to her on March 14, 2016 with an expected delivery date of March 23, 2016. A postage paid label was also sent to her on March 14, 2016.
Total customer satisfaction is a goal we strive daily to achieve. We will make note that Ms. [redacted] did not receive a call back from a supervisor within the 48 hour time frame and we appreciate her bringing this to our attention.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
CONFIDENTIAL COMMUNICATION June 10, 2016 Revdex.com of Minnesota ...
...⇄ #[redacted] 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 his WebBank/Fingerhut Credit Account. Attached is a statement of account activity. Mr. [redacted] states payments are being made on time each month, but Fingerhut is not applying the payments to his account. Mr. [redacted] further states that after one of his payments was processed successfully, Fingerhut continued to run additional payments until his credit card locked up. Mr. [redacted] is requesting an investigation because Fingerhut is calling him in an attempt to collect payments. Mr. [redacted] states he can prove that payments have already been made. Based on our research, the balance on Mr. [redacted]’s account was zero when he placed an order on November 22, 2015. An additional order was placed on December 21, 2015 with the first payment of $46.99 being due on January 7, 2016. According to our records, Mr. [redacted] spoke with an agent on January 11, 2016 but declined to make a payment. Mr. [redacted] stated that someone else would be making a payment on his account. There is no record of any attempted payments being made on Mr. [redacted]’s bill until March 1, 2016 when a $40.00 payment was processed successfully online with an American Express debit card. On April 1, 2016, there were five attempts to process a payment online for $60.00, $60.00, $80.00, $180.00 and $186.00. Each of the five payment attempts were declined. Please note that when a payment declines, the cardholder will see a “Pending Authorization” on their card. This authorization will be removed and the funds are released back to the card after approximately two to five days. On May 24, 2016, Mr. [redacted] enrolled in a three-month payment plan. On June 5, 2016, the first of three $59.99 payments was processed successfully. The remaining two payments are scheduled to process on July 5, 2016 and August 5, 2016. After successful completion, Mr. [redacted]’s account will be brought current. As of June 10, 2016, Mr. [redacted]’s balance on his account is $959.70. Based on the call logs associated with Mr. [redacted]’s account, all outbound collection calls were attempted between the hours of 8am and 9pm Eastern Standard Time. Our records also indicate Fingerhut never attempted to contact Mr. [redacted] more than six times in a day while his account was in a delinquent status. If Mr. Reeder has further questions, he may contact our Billing Department at ###-###-####. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg Enclosure
CONFIDENTIAL COMMUNICATION June 10, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’s inquiry states that after purchasing a Fitbit Flex he was unable to activate it through Fitbit since Fingerhut is not an authorized seller of Fitbit products. Mr. [redacted] also requests credit for the original shipping and handling charges and the return shipping fee, for his Fingerhut account to be closed and to no longer have a balance owing with Fingerhut. Our records indicate Mr. [redacted] placed an order on April 28, 2016 on our website for a Fitbit Flex Wireless Activity and Sleep Wristband. The total including shipping and handling was $154.72. On May 6, 2016 Mr. [redacted] contacted us via chat and advised us he would be returning the item as he was advised it is counterfeit. Please understand, like many retailers, we buy some of our new, factory fresh products from authorized distributors instead of direct from the manufacturer. As a result, we handle the warranty and service needs directly for our customers. On May 17, 2016 we received the return of the Fitbit and credit was issued to Mr. [redacted]’s account in the amount of $131.78. Our return policy is listed on our website and in our catalogs 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 reason Mr. [redacted] selected on the return reason form was “Not as described/pictured,” which we consider a non-qualifying reason. Therefore, the original shipping and handling of $14.99 and the return shipping fee of $7.95 was not credited. On May 31, 2016, Mr. [redacted] contacted us by phone and the agent issued credit for the original shipping and handling and the return shipping fee. The credit appears on Mr. [redacted]’s June 1, 2016 billing statement. A late fee of $14.99 was assessed to Mr. [redacted]’s account prior to the credit being issued for the shipping and handling fees. We have issued credit for the late fee. This credit will appear on Mr. [redacted]’s July 1, 2016 billing statement. There is no remaining balance on his account as of the date of this letter. Additionally, Mr. [redacted]’s account was closed per his request on May 6, 2016.Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION April 6,...
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. Our records indicate an account was opened using Mr. [redacted]’s personal information via phone with a customer service representative on January 7, 2013. On that same date, an order was placed Adidas Men’s Isolation Mid Basketball Shoe (Black-Silver, 10).This item was to be shipped (tracking number [redacted]) to [redacted] Sewickley, PA 15143. When a package is picked up from a UPS facility, UPS is required to ask for a photo ID such as driver’s license or state-issued license. Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. As Mr. [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Credit Risk Department for further review. They advised of already being aware of the fraudulent activity claim for this account. An affidavit of unordered merchandise completed by Mr. [redacted] was received. However, there was no police report with the affidavit and a letter of denial was mailed to Mr. [redacted]. This letter explained a police report would also be required. To date we have not received the requested police report. As we understand the urgency of the situation, Mr. [redacted] may expedite this process by faxing the required police report to ###-###-#### Attn: Jessica or mail the document to [redacted] Cloud, MN 56303. If Mr. [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case number. Once received, we will be able to further investigate his claim. If Mr. [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CST. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION
March 4, 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...
an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states she made a payment for $22.10 in November 2015 that brought her account balance to zero. Ms. [redacted] also states Fingerhut continued to charge her interest, late fees and account protection fees on an account with a zero balance. Ms. [redacted] maintains Fingerhut did not contact her about the balance due until February 2016, and as a result her credit is damaged. Ms. [redacted] is requesting to have her credit report updated to current because her bill was paid in full in November 2015.
According to our records, when Ms. [redacted]'s statement printed on November 6, 2015, the balance on her account was $52.10 On November 20, 2015, a payment was received for her December 2, 2016 bill in the amount of $22.10.This left a balance of $30.00.
When Ms. [redacted]'s statement printed on December 6, 2016, Safeline fees and interest charges were calculated based on the balance of $30.00. Ms. [redacted] was charged the minimum interest of $1.00 and .37 for Safeline account protection. These charges brought her balance to $31.37.
No payment was received by the next due date of January 2, 2016, so a late fee of $6.99 was charged to Ms. [redacted]'s account.
When her statement printed on January 6, 2016, Safeline protection fee and interest were charged based on the balance $38.36. In February 2016, Ms. [redacted]'s account was charged a late fee of $13.98 plus Safeline fees and interest charges bringing her balance to $55.46.
Ms. [redacted]'s payment of $34.49 received on February 26, 2016 brought the account balance to $20.97. The two late fees totaling $20.97 were credited as a courtesy on March 2, 2016. Although already applied to the account, the credits will reflect on her next monthly statement which will be generated on March 6, 2016.
An account review on March 4, 2016 confirmed that Ms. [redacted]'s account is open with a zero balance.
According to our records, Fingerhut began attempts to reach Ms. [redacted] by phone on January 3, 2016. These calls continued until February 26, 2016 when the account was brought current.
Ms. [redacted] spoke with an agent on January 20, 2016, but according to our records, Ms. [redacted] said she was at work and ended the call.
Fingerhut received an email from Ms. [redacted] on January 14, 2016 in which she states that she had paid off her bill. We responded to the email on January 15, 2016 requesting Ms. [redacted] to contact Customer Service regarding her billing questions.
An account review on March 2, 2016, confirmed that Equifax, Experian and Trans Union are reporting accurately.
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] still has questions about her account regarding what has or has not been reported to the credit bureaus, please contact us at the address listed above or by calling us toll-free at [redacted], Monday through Friday 9:00am to 6:00pm Central Standard Time.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
CONFIDENTIAL COMMUNICATION December 29,...
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 Blair Private Label Credit Account. In Ms. [redacted]’s inquiry she states her order was not mailed to her until all blazers were available in July. Ms. [redacted] states that we had shipped some of the blazers to her in March but at a much higher cost than what was first quoted to her. Ms. [redacted] received a merchandise credit for one of the returns because it was received outside of our 90-day return policy a credit was sent instead of processing to her Private Label Credit Card account. Ms. [redacted] contacted our customer service department and requested to have the Merchandise Credit reversed and applied to her credit card. Ms. [redacted] placed her order on March 25, 2016 as a group order. Ms. [redacted] had her orders multiple shipped to 14 different addresses. Unfortunately, some of the blazers especially in the larger sizes were on backorder until July 2016. Ms. [redacted] was offered our general group order discount of 15% off per item. Ms. [redacted] contacted our office on April 20, 2016, stating that she should have received free shipping on each of her orders. Blair offers to honor one promotion code per order and this was explained at the time of the original order. As an appeasement, credits were issued for original shipping and taxes, as Ms. [redacted] is at tax exempt status. The credit amount at that time was in the amount of $156.40 which included $111.89 in shipping costs. The cost of each Fully Lined Blazer was to be charged $30.59. Returns were made by some of the gift receivers which resulted in several credits, others made exchanges for a smaller size. This resulted in tax charges not being removed and one order being charged shipping. As a courtesy, adjustments of $5.90 in tax charges and $8.99 shipping charge was credited to Ms. [redacted]’s Private Label Credit Card. A credit was issued on December 29, 2016, as we were not aware of another return that was made which resulted in the merchandise credit of $32.43. The credit was applied to her Private Label Credit Card for that merchandise credit, which has been deactivated. We consider Ms. [redacted]’s order closed. If additional returns are made a merchandise credit will be issued that are within our 90-day return policy. If Ms. [redacted] has any further questions, she may contact our Customer Service Department at ###-###-####, Monday-Friday 9 am to 9 pm, Eastern Time. Thank you for allowing us to explain. Sincerely, Renee [redacted] Executive Care Team
I am rejecting this response because:This company has no idea about any of the things that transpire within thier company. They are stating that the payments was made from a card with the name [redacted] that is a lie because my name was still [redacted] edge at the time so I know that thier information is inaccurate. ITS VERY IMPOSSIBLE CAUSE OUT WASN'T MY AME YET. and the name [redacted] Brown was used to open this account by my children's father and as far as them reporting inaccurate information even as this letter was typed in response it's not accurate because I got tired of going back and forth with a company that knows nothing and I payed it off because my kid father is in prison for 15yrs and at this point I'm over this companies lack of knowledge and I'm filling complaint with the attorney general and looking into a lawyer cause this is just pathetic the least they could have done was look up the account before sending a bogus a
s response but I'm pretty sure it will help me build a case to have the information removed and to stop them from doing this to others
CONFIDENTIAL COMMUNICATION December 28,...
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 PayCheck Direct Account. Ms. [redacted] states she purchased a TV and vacuum on December 1, 2016. She set up biweekly payments in the amount of $54.19. She received an e-mail on December 8, 2016 that stated the order for the vacuum was cancelled due to the item being out of stock. She states she contacted PayCheck Direct and was told the same payment of $54.19 would be withdrawn although the vacuum was cancelled. Ms. [redacted] stresses the item is shown to be in stock on PayCheck Direct’s website. She also states she contacted PayCheck Direct and was told the vacuum would be shipped that day, however online the tracking number was shown the item to have already been shipped. Ms. [redacted] is unsatisfied with the response she received from Customer Service representatives. Our records indicate Ms. [redacted] placed an order for a Shark Rocket DeluxePro UltraLite 4.2-Amp Vacuum with Hand Vac and a Samsung 55" UHD 4K HDR LED Smart TV on December 1, 2016. On December 9, 2016 a letter was mailed to Ms. [redacted] stating the order for the TV was cancelled due to the item being out of stock at the time of purchase. The TV is currently back in stock if she would like to repurchase this item. Unfortunately we are not able to change or adjust the payment amount after an order is placed and shipped. We are required to maintain the payment agreement set up at the time the order was placed. Our agents are accountable to meet professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We apologize Ms. [redacted] felt the representatives she spoke with were discourteous. 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. Sincerely, Vi [redacted] Executive Care Team VF/ks