ComplaintsforDell Financial Services

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Initial Complaint
05/05/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This account was opened in April 2006 and closed in June 2014. It was closed as I went on disability in 2012. I called, spoke w/ DFS and the account was closed. I have been paying $50 a month for the last 9 years. The statements say..if you pay xyz (the $50 paid is OVER this amount) then your account will be paid off in 3 years. I have been doing this for NINE years. I've called DFS and they can't tell me the total amount paid since 2006, nor provide the documentation. I asked to settle this account as I'm on a fixed income and for a balance of 1.1k, they offered $900. At this point from my calculation I know I've paid at least 5k and need some relief with a fixed budget. DFS customer service is nice, but they can't answer my questions about when it will be paid off or why what the statement shows (the above minimum payment option) and yet my balance isn't decreasing. I'm at my **** end. To be quite ***** if I would've stopped paying it, it would already be off my credit. I tried to do the right thing and it has cost me money that quite frankly I don't have.
Business response
05/23/2023
DFS has reviewed the complaint of ************************* and have thoughtfully prepared the attached response in hopes of addressing all of her concerns. Please do not hesitate to contact us should the BBB or **************** need further clarification.

Thank you,
Dell Financial Services
Customer response
06/02/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
05/02/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear BBB,I am writing to file a complaint against Dell Financial Services. I have had a negative experience with their financing program and feel that their practices are unfair and misleading.When financing items through Dell Financial Services, customers are charged a large amount of interest if they do not pay off the items within a certain time frame. This is not made clear to customers at the time of purchase and can result in unexpected and significant charges.Furthermore, when financing multiple items, there is no way for customers to know which item they are paying off. This means that customers do not have the ability to choose which items to pay off first and can end up being charged massive interest on lower-priced items.For example, I should not have to pay $54 a month on a $350 purchase for over a year because I cannot tell which items I am paying off. This is unfair and misleading.I believe that these practices are unfair and misleading and I would like to see Dell Financial Services held accountable for their actions.I am including a screenshot of my account balance where you can see the crazy amount of interest I get charged monthly. At this rate I will never get them paid off without paying in large chunks. Which if I could do that I wouldn't need to finance in the 1st place... Thank you for your attention to this matter.*********, ***********************
Business response
05/23/2023
DFS has reviewed the complaint of *********************** and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or **************** need further clarification.

Thank you,
Dell Financial Services
Customer response
05/24/2023
Complaint: 20001569

I am rejecting this response because: The issue was completely ignored. The only thing **** did was remind me of the agreement which I already knew about. They did nothing to address the fact that it is extremely shady that customers cannot see an itemized list of all their purchases and choose which ones to pay on so that the interest can be avoided. If I had been able to choose the cheaper items I had purchased from a list on my account page to put money towards and get them paid off,then they would have been paid off before the time ran out on the regular plan. It is very deceptive in practice to not allow customers to see all there purchases separately and allow them to choose which items to pay extra money towards so that they can avoid the extra interest. **** themselves are choosing what items get what percentage of a customers payment and therefore it is out of the customers hands how soon certain items get paid off. Yes the customer can pay more than the minimum amount, but without knowing which items that extra money is going to 1st it makes little to no difference in weather or not you beat the clock on their deadline before they **** the interest through the roof. What they need to do is give the customers an itemized list that they can access from their account page of their purchases that shows how much you owe on each individual item and give the customer the option to pay extra money towards any of those items separately. This is a very common practice among other companies.

Regards,

***********************
Initial Complaint
04/25/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dell financial services makes it overwhelmingly difficult to make payments leading to late charges and missed credits. Their website would not allow me to reset my password, I tried over 25 times to get it reset but the system would not work. I reached out to customer support but received no support, just harassment about why my payment was late. When I explained why they did nothing and still charged late fees. I ended up losing a $50 credit because I could not logon to their site and Ive incurred over $60 in late charges. I believe they do this on purpose to make more money and have their customers lose their credits.
Business response
05/12/2023
DFS has reviewed the complaint of ******************** and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or Mr. ********* need further clarification.

Thank you,
Dell Financial Services
Initial Complaint
04/24/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Jan/23 **** Financial issued on my **** account a subscription for ********* 365 without my current knowledge and before I knew it I had a late charge added. I went online to pay and the ONLY option was to pay with my checking account!!!!! I called the ***** number and to my surprise they are in ***************. Again, ONLY option was to give them my checking account or check card!!! I told them to drop subscription and CLOSE account immediately and they wont do it unless I pay!!!! I do NOT want subscription and I am NOT giving them my checking account number. They have lost their minds and this is scamming at its finest. **** needs to get there your know what in order!! They supposedly opened a case and Will me Monday but they were on repeat several times and they told me I can mail check!!! Again they are scammers!! My account from my purchase over a year ago was cleaned within 6 months and now this! I pay my bills but I am allowed to pay how I see fit. They even said since I have a line of credit opened with **** I cannot pay with a credit card. What in the heck does that mean. I do not want subscription and I do not want an account with them period.
Business response
05/11/2023
DFS has reviewed the complaint of ******************************* and have thoughtfully prepared the attached response in hopes of addressing all of her concerns. Please do not hesitate to contact us should the BBB or ****************** need further clarification.

Thank you,
Dell Financial Services
Initial Complaint
04/13/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dell Financial Services has been intentionally misappropriating extra payments I made on my account in an attempt to make it impossible to pay off promotional balances based on a conversation I had with a representative. An account with a remaining balance of around $700 received two (2) payments in the amount of $500. This was somehow only enough to bring the account down to around $400 which then received an interest charge exceeding $400, doubling the value of the debt simply because my payments were not directed where intended. I was informed any payments outside my minimum payment would first be applied to promotional balances. This was a blatant lie. The website currently is nearly impossible to access to provide copies of statements - the website completely freezes and the tab crashes on all browsers after signing in.
Business response
05/02/2023
DFS has reviewed the complaint of *********************** and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or ****************** need further clarification.

Thank you,
Dell Financial Services
Customer response
05/02/2023
Complaint: 19929394

I am rejecting this response because:
It does not include reference to the September 2022 payment in the amount of $500 made specifically to pay off the promotional balance because I WAS aware of the terms.
With this payment, your explanation makes no sense. Please review my account, noting 3 additional payments of $500 outside my minimum required that more than cover the value of the promotional balance.

Regards,

***********************
Business response
05/18/2023
DFS has reviewed the follow-up complaint of *********************** and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or ****************** need further clarification.

Thank you,
Dell Financial Services
Customer response
05/19/2023
Complaint: 19929394

I am rejecting this response because:
I specifically requested the September payment be applied to my promotional plan. Please confirm that you do not allow people to pay off their accounts early. The first representative I spoke with confirmed this occurred and should have resulted in the entire EXTRA payment being applied to the promotional plan. Obviously something went wrong.

I am being punished for your predatory lending practices and I will not accept it. I paid far more than the promotional value well before the end of the promotional period. YOU applied them in a way that resulted in a $400+ interest charge. YOUR practices are the problem not the amount I paid.

Please reverse the fraudulent charge.

Regards,

***********************
Business response
05/31/2023
DFS has reviewed the follow-up complaint of *********************** and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or ****************** need further clarification.

Thank you,
Dell Financial Services
Customer response
06/02/2023
Complaint: 19929394

I am rejecting this response because:
Please confirm in writing that you do not allow customers to direct payments to the promo plans of their choice without undue burden (such as having to place an additional call to ensure my payments are accurately applied) that has resulted in material harm to me that could not reasonably be avoided.

Regards,

***********************
Initial Complaint
03/20/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So I was approved for a credit line with **** financial and placed an order and completed verification. 2 days later they cancelled my order for no reason. I called again and they told me they can't tell me why and so I requested to close the account. 3 months later I check my credit and the account is still open. Due to hacker attacks and to keep my info private I once again requested the account closed. Another month past and still it's not closed. So I placed another order with it considering I need a new laptop and called in and they said they can't verify it. Did even try and I once again said ok please close this account then. If I can't use it I don't need my info sold and **** benefitting off of it while I get nothing out of it. Should be simple but no they can't close it. So this account can't be used and can be vulnerable to hacker attacks and there's nothing I can do about it.CLOSE MY ACCOUNT ALREADY!
Business response
04/07/2023
DFS has reviewed the complaint of ************************* and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or ****************** need further clarification.

Thank you,
Dell Financial Services
Initial Complaint
03/14/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a **** computer and financed it through **** Financial several years ago. The computer has long been paid off for several years and I no longer own it and the hardware is obsolete. Imagine my surprise when I was notified by a credit reporting agency that I have a past due balance with **** Financial, on a computer has long been paid off and I no longer own. It turns out **** Financial thought it was a wise idea to automatically renew a ********* account, without my authorization, then reported it to the credit reporting agencies after I never received a bill and had no idea anything was owed BECAUSE THE COMPUTER WAS PAID OFF FOR SEVERAL YEARS.. The same thing happened last year, but they called me and I requested that the account be closed after I paid it under objection. However, I specifically requested several times that they close this account as I no longer own the computer and no longer even use *********. They obviously didnt close it, and even renewed this subscription without my authorization. I have since requested proof of this authorization and they have not been able to provide it.Now this is about to cause a lot of headaches as we are in the middle of buying a new home and this has affected my stellar credit rating, even though the computer has long been paid off and this account was dormant and supposed to be closed. I promise that if this affects our ability to close on our new home, I will ensure **** Financial is held accountable for any and all damages. Needless to say, I will NEVER buy a **** product ever again if this is the way they do business.
Business response
04/05/2023
DFS has reviewed the complaint of ********************* and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or **************** need further clarification.

Thank you,
Dell Financial Services
Customer response
04/06/2023
Complaint: 19591703

I am rejecting this response because:
I still have not been provided with the original agreement allowing **** to charge me for the ********* subscription. I did not agree to allow **** to automatically to subscribe to this in perpetuity, especially on a computer I bought several years ago. Such agreement would be unenforceable under the ******** Consumer Fraud and Deceptive Business Practices Act. I have not been able to confirm if the agreement has a specified duration of time or number of times or terms that it will renew and a lack of such specifications would violation ******** law. All renewal terms are required to be "clear and conspicuous" in the contract under ******** law, aka not just in the fine print, yet I still have not been provided a copy of this original agreement to verify if they are "clear and conspicuous," as is my right. I have also not been able to verify if any of the terms of this original agreement have changed and if I agreed to any of those changes as I had not authorized this subscription to renew in perpetuity, especially without confirmation.
In addition, this renewal email I have since received from **** violates the ******** Automatical Contract Renewal Act (815 ILCS 601,) which states that the consumer must be provided with a "termination email formatted and provided by the business that a consumer can send to the business without additional information." However, **** does not allow the consumer to cancel the subscription via email, as the law requires. In fact, the renewal email sent by **** states "Note: Please DO NOT respond to this message via email. This is an auto generated message and cannot process your reply."
On March 29th, 2023, **** forwarded me the email they claim was sent prior to this renewal. However, it was not received at that time because all **** emails have been going into my spam folder due to the amount of sales emails they send. In that email, it clearly states: "For annual subscriptions, **** will validate your payment method 5 days prior to renewal to ensure we can process the renewal promptly on the renewal date." Obviously **** did not validate my payment method or else they would have discovered that the checking account that it was previously auto-paying from (a checking account long dormant and left with a $100 in it) was closed, therefore the subscription should have never been even renewed. This checking account was closed months prior to when this email was supposedly originally sent, so **** did not follow their own policies and did not verify if the payment method was even valid and damaged my credit instead.
In November 2021, the *** issued an enforcement policy on automatic subscriptions that clearly states that the billing entity " Must be able to verify the consumers consent." If **** had verified the payment method, as described in the email, they would have discovered that they no longer had my consent to continue to renew this unneeded subscription. Once the payment was rejected because the checking account was closed, **** should have assumed they no longer had my consent and canceled the subscription. **** took no steps to verify they had my consent, even after payment was rejected, yet continued with these ridiculous collection actions instead.
I find it beyond predatory that **** Financial wouldn't verify if a subscription is still needed 5 years after a computer is initially purchased and not even verify the payment method per their own policies stated in their email. Instead of canceling the unneeded subscription, as would be the most prudent and common action for an inactive subscription (especially given the length of time when this subscription was initially allegedly agreed to,) **** put this item on my credit report instead. **** not only violated ******** law regarding automatic subscriptions, they also violated the terms of their own agreement by not properly verifying if the payment method entered in YEARS AGO was even valid, and now my stellar credit is damaged as a result.
Damaging someone's credit over an automatic subscription agreed to years ago without confirming if its even still needed is unconscionable and could very well be illegal. Why not simply cancel the subscription to confirm if it is even still necessary? I was not aware this ********* account was still active and I thought this **** Financial account was long since closed. These actions by **** are predatory and should be properly investigated, especially given the lack of consent to this subscription renewal and their choice of actions when more reasonable options (like canceling this subscription) are available.

Regards,

*********************
Business response
04/19/2023
DFS has reviewed the follow-up complaint of ********************* and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or **************** need further clarification.

Thank you,
Dell Financial Services
Customer response
04/19/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.However, I do feel ****** predatory practices in regards to automatic subscriptions should be properly investigated. It is unconscionable that **** is damaging consumer's credit scores over annual subscriptions when the subscription can obviously easily be canceled due to non-payment.
In addition, by making themselves a 3rd party in this transaction between **** and ********** it appears that they have intentionally made it confusing in regards to who is offering the subscription - ********* or ****.
I have a phone call scheduled with a representative from the IL ************************* next week where I do plan on informing them of my experience and will describe in detail how **** engages in predatory practices in regards to these automatic subscriptions. It should not have been THIS difficult to get this situation resolved by ****, especially since it is obvious that **** did not properly follow IL consumer fraud and protection laws, including the IL Automatic Subscription Renewal Act. I wasted countless hours of my time due to ****'s refusal to follow the law and I will make sure nobody has to deal with a similar situation again.

Regards,

*********************
Initial Complaint
02/28/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Signed a 36 month contract for approx 2000$ laptop with **** starting monthly payments in jan 2020. They took payment again feb 25 2023. I call and they say i still owe 1100$ +. Theyve already been paid over 3100$ now and say i owe for 48 month term instead. Ive paid my 36 months at well over price. How can they change this and not tell me!?? I ****** well consider them paid in full and will NOT be paying them another cent for their garbage laptop. I cant even check my account online as the page is gone. Even the reimburse page is gone. I had to phone and demand what was going on and they hung up on me and gave me the run around. I think criminal theft is happening there. I wont play their game. We are done. They OWE ME that last payment. I am having my bank block them. This is fraud.
Business response
03/01/2023
Thank you for the letter from *****************************. A representative has been assigned to contact the customer concerning the contents.
Business response
03/08/2023
Dear Better Business Bureau,

Thank you for the opportunity to address the correspondence submitted by *****************************. Our representative has been in contact with the customer and initiated contact with ********************** to address the concern. Dell Financial Services advised the contract is for a 48-month term and they request the customer contact them directly. They will require a copy of the customers contract showing the 36 month term. The *** contact information is available at *********************************.

Sincerely,
Advanced Resolution Group
Incident 71127387
Dell
Customer response
03/10/2023
Complaint: 19510054

I am rejecting this response because: i did not recive the contract they say i agreed to. I ordered over the phone with a **** rep. ********* the contract i approved was for 36 months. They are asking for sonething i neverv recieved. And showing me a contract i never agreed to. I marked my calandar for the end of my contract that i agreed to. Via sales rep over phone. The contract they say i signed is fraudulent as i only approved a 36 month.

Regards,

*****************************
Business response
04/07/2023
DFS has reviewed the complaint of ***************************** and have thoughtfully prepared the attached response in hopes of addressing all of her concerns. Please do not hesitate to contact us should the BBB or **************** need further clarification.

Thank you,
Dell Financial Services
Initial Complaint
02/28/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid my monthly Dell Financial Services payment for the month of November in 2022, half way through the month I receive a Debt Collection call from Dell Financial Services. I contact **** and they inform me they never received my payment (see Bank Statement). My $96 payment was never received by **** they claim, I check my statements and they not only received my payment, but for some reason reversed it (see **** Statement). After speaking with support they waived the late fee associated with this and ensured me it was an error with their new software and was a known issue. They provided me with case # ********. I was ensured that this money was going to be refunded to me and it could take 2 weeks to be completed. Well it's been over 4 months now and I still do not have my $96. Repeated calls to ****'s support get me no where and escalating my calls to 'Supervisors' yield no results. I have attempted to contact **** in hopes of speaking to a representative here in ***************** but am unsure if they even exist at this point (and ****'s support also tell me no such support exists in *****************). I just want my **** money back, I do not know where else to turn at this point.
Business response
03/20/2023
DFS has reviewed the complaint of *********************** and have thoughtfully prepared the attached response in hopes of addressing all of her concerns. Please do not hesitate to contact us should the BBB or **************** need further clarification.

Thank you,
Dell Financial Services
Customer response
03/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
02/24/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a computer through **** Financial in the amount of $2,938 in Jan 2022. When I made the purchase, I understood this was interest free for 12 months. In Feb. 2023, with $88 left to pay, I suddenly received a bill with an added $400. I was informed, during my phone conversation, I owed this since I did not pay the full amount. I expressed my displeasure since if I had known the added $400 was to appear, I would have paid in full. **** first said they would take $50 off the $400. After I refused, they came back with $200 off. I still refused and said this was not in any writings or warnings I received from them. I feel this is under handed and will never buy from them again.
Business response
03/13/2023
DFS has reviewed the complaint of *************************** and have thoughtfully prepared the attached response in hopes of addressing all of his concerns. Please do not hesitate to contact us should the BBB or **************** need further clarification.

Thank you,
Dell Financial Services

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