ComplaintsforDell Financial Services

Consumer Finance Companies

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Initial Complaint
02/20/2023
Complaint Type:
Customer Service 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 applied for and received financing credit through Dell Financial Services s couple of years ago. Recently I went to make a purchase and saw at the time of purchase that I no longer had a credit amount with ***. Apparently my *** credit was closed without any notification to me, whatsoever. I sent an email and was told to call customer service, which I did. The *** call taker was an out of the country outsourcing service representative, who had trouble understanding my complaint and insisted that I was notified that the account would be closed due to non-activity. I asked to speak with a supervisor for a record as to how and/or when i was supposedly notified and he could not provide that information, and I waited on hold 20 minutes only to be told supervisor would call me back at the phone number on my account. The phone call never came, and then I get an email 2 days later stating they couldn't reach me and i need to provide another number. At that point i looked at my phone and saw a missed 800 number. No indication that it might have been ***** and no message was left. Apparently the *** customer service reps don't understand(??) that people don't just pick up unidentified 800 numbers (because they are most likely phone phishing or spam, etc.), and no reason to think it was ***** as no voice message was left. I called again, this time specifically asking for a supervisor and once again was told they would have to call me back. I was told that this would be WITHIN 1 HOUR. I explained to the rep that I was on break for lunch and that I would keep my phone open for that hour. Never got a phone call back. So 3 hours later I finally see another 800 number "missed called", followed by an email from ***** that the ticket had been "closed" because they couldn't contact me. Unbelievable! So once again, I called and ***** identified himself as a supposed "supervisor" (although it didn't show that in the email from ***) and went on to tell me that no notice of closure was sent because *** reserves the right to close accounts due to inactivity without notifying customers. A completely different story than what the first rep told me...so i asked him who was lying? No apology, nothing. He then went on to tell me that the account cannot be re-opened, and that I must apply again, and take another hard credit pull (and hit) to my credit. Note: In the background I heard distractions, like laughing and talking, so I know it was an outsourced call center. Is this how my personal finances are being kept private and secure? I could hear people talking and laughing in the background! I told him: 1) I want my credit restored, and 2) An apology for having to make 4 phone calls and 3 emails and, 3) to have a **** regional manager contact me to resolve these issues. He refused all 3 requests. At which point I asked him, "Why would I ever want to do business with **** *** again? By now, the sale I was looking at has already ended!" Silence. I have been a **** customer for over 20 years, and this lack of appropriate customer service is NOT acceptable. I want a resolution.
Business response
03/10/2023
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
03/13/2023
Complaint: 19416658

I am rejecting this response because:
Company response in email states that a response is being "forwarded" but no forwarded message is attached or stated. What is the message?

Regards,

*************************
Business response
03/17/2023
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
03/23/2023
Complaint: 19416658

I am rejecting this response because:
the DFS supervisor representative lied and said that i WAS SENT A NOTICE. In that case i would have made a purchase to keep the account open. As a result, in order to make a DFS purchase I would need to re-apply and take another hard credit pull hit.
In addition, the supervisors did not return my call in the specified time period, for either call request. I have wasted several hours trying to resolve this issue. Apparently DFS seems to think that their employee's time is more valuable that the customer's time.

Regards,

*************************
Initial Complaint
01/24/2023
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.
i purchased a laptop on 12/13/2021 and was paid under **** finance and was under a 12 month 0% APR promotion which expired and i was overcharged a deferred interest charge of $350.60 on my remaning balance that did not add up to that amount of interest. i was not notified of this at all even thought customer service dissagrees.
Business response
02/14/2023
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
02/20/2023
Complaint: 18831196

I am rejecting this response because:

no one has contacted me directly,
I do not accept or agree with this response

Regards,

*******************************
Initial Complaint
01/24/2023
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.
Date of Transaction: Dec 8, 2022 The amount I paid: Paid off balance What the business committed to provide: Ability to pay off "FULL ACCOUNT BALANCE"Nature of dispute: I was charged "BILLED DEFERRED INTEREST CHARGES" AFTER I paid off the FULL ACCOUNT Balance per DFS.com website Business tried to resolve problem: After speaking to a manager, I was offered a credit of $200. I declined based off when provided the option to pay off the "FULL ACCOUNT BALANCE" All interest and fees should be applied to complete the transaction that is being advertised. I completed a transaction based off what was advertised and Dell Financial Services failed to provide an accurate description of what was being completed.Account Number: Account Number *********************** The manager made the argument that additional charges should have been expected due to the note in the monthly statements -> "PLEASE NOTE: To avoid additional interest charges, please pay the new balance by the payment due date."In my monthly statement, I clearly paid after the due date and I was charged a late fee immediately. After I paid the "FULL ACCOUNT BALANCE" on December 8, 2022 through their website, I was charged the next day December 9th, 2022 for deferred interest from the promotion that I should have been exempt from due to paying off the "FULL ACCOUNT BALANCE" on December 8, 2022. The solution I am seeking is to have the Promotion I signed up for. I do not want to pay ANY interest as I paid the "FULL ACCOUNT BALANCE" on December 8, 2022 before ANY interest had been added to my account. If the interest had been added to my account it should have been included in the option to pay off the full account balance.I did not accept the $200.00 credit because I did not want to end up paying over $500.00 for something that should that occurred AFTER the full account balance had been Settled.
Business response
02/14/2023
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
01/16/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a **** Customer for several years. I have never been late with my payments. Starting in November 2022 my payments were reversed online. **** then added late fees. They have been doing this for almost three months. I have tried calling them many times, but the **************** is horrible. One person said that **** recently had an update on their webpage that cause payments to be reversed. Another person stated my checking account number is wrong. The same account number that has been working for the past two years. I tried calling in my payment twice in January, but my payments were not posted. I called today and made a payment only for **** to tell me that my bank decline the payment. I called my bank and was informed the **** entered the *** number incorrectly. I have perfect credit, and now its destroyed because of **** and their lack of effort to correct this. I tried paying online and again their page is down.
Business response
02/07/2023
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
Customer response
02/20/2023
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
12/28/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In 2016 I ordered a laptop from **** by applying for Dell Financial Services to pay ~$1600 over the course of 4 years at *****% APR.Since 2018 I have attempted to make payments on my loan with no acceptance by the company.Their online payment method has only shown "@sorry an error has occurred while processing your request". I have recieved verbal confirmation one 2 occasions that my payment will be processed in addition to multiple emails in which I requested a payment, had a payment confirmed, and then no payment was delivered on ****s end.If provided a refund, I only want the refund to reflect the interest that I was forced to pay as a result of relevant payments not being excepted when I was prepared to pay them.
Business response
01/17/2023
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
01/17/2023
Complaint: 18639185

I am rejecting this response because: I must amend my statements, but still have a grudge
My intention for saying "~$1600 at *****% APR" was to show it as "$1600 as well as the interest accumulated at *****%" but this is of no matter since I mistakenly used the wrong account. In that case I have no visual evidence for my struggle, but as recently as today, Jan 17, 2023, calling the "24 hour automated service" at any time of the day i've been able to, namely 12pm and 3pm PST / 3pm and 6pm EST results in being told to "call back on the next business day during the hours of operation between 8am and 9pm EST, Monday through Friday", resulting in me being unable to pay my account ending in **** for the last several years.

Regards,

***********************
Business response
01/27/2023
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
01/27/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have found the phone service to currently be functioning. having recieved a reply that the service is functioning, it is currently accurate, however my every previous call was responded with "call again during business hours" which it had been, according to both the very same automated message and indeed the agreement.
I still maintain my complaint that the automated service had either not functioned properly or in the hours specified for any time that I had called since the financing until my call today.

Regards,

***********************
Initial Complaint
12/22/2022
Complaint Type:
Sales and Advertising 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.
The company offered me free interest provided I paid the $4790.37 balance in full within a year. I did, but the company charged me $806.00 in interest anyway. The deadline was 9/18/22. By 9/4/22, I had paid $5180.00, which meant only had I beaten the deadline but had overpaid $389.63.Also, as a federal employee, I would like to receive my government discount. This would have reduced my starting balance.
Business response
01/12/2023
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 ************** need further clarification.

Thank you,
Dell Financial Services
Customer response
01/13/2023
Complaint: 18610725

I am rejecting this response because: I did not reject the offer to remove the $200 from the balance. By my estimation, I had paid the balance by the due date 9/13/22. If I hadn't would like documentation to show the balance on that date.

Regards,

*************************
Business response
01/25/2023
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.
Customer response
02/01/2023
Complaint: 18610725

I am rejecting this response because:
I want my AAA discount applied to my purchase.

Regards,

*************************
Initial Complaint
12/15/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
**** let someone hack my **** account they spend around ******* dollar . They went into my **** account and change my home address, my email ,telephone number and my **** pass word.**** said they were going to freeze my account and turn it over to the fraud department .They stop my order but they shipped three order out to the hackers.I told them that the compromise my personal information .they keep letting these hackers place order and **** keep shipping them to .I keep calling them havent call me at all about whats going on.I have pictures of those delivery.
Business response
01/03/2023
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
01/10/2023
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
12/14/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On or about December 1, 2022, **** Technologies agreed to the return of a defective desktop XPS8940 computer and to make a full refund. Since the original purchase was made through interest-free financing from Dell Financial Services ("DFS"), **** Technologies made the refund to my account at DFS. When I tried to access my account at DFS I was locked out and had to phone them to ask about the refund. The person I spoke with was completely untrained for the job and I asked for a supervisor. After a lengthy discussion DFS finally agreed that they owed me in excess of $1,000 and that they would send a check to me sometime in the next 2 to 4 weeks. I complained that there was no need to wait a month to send the check. Since then, I received 3 phone calls from DFS after 6 PM in the evening that were nothing more than harrassment, pretending to want to give me some sort of information, but demanding an outrageous amount of personal information to "verify" that it was me they were talking to (this in spite of the fact that they originated the phone call to my mobile phone which is on record at DFS). The first call I took and by the end of the call I was totally stressed out and upset. The so-called information was simply excuses as to why DFS had to wait a month to send me my money. The second call did not connect properly. The 3rd phone call (tonight) was too much. I spent the day at medical appointments because my wife was in an accident, and the person from DFS was again rudely demanding that I identify myself so she could give me "information" - which was probably just more excuses for DFS to hold my refund for a month. I am asking the BBB to speak with DFS to end the phone call harrassment and send me the refund money immediately. At this point I do not want to speak with anyone who works for or is associated with either **** Technologies or DFS, as they have proven that they are not actually there to help a **** customer, but rather to delay any refund.
Business response
01/03/2023
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
01/13/2023
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
12/05/2022
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.
I applied for financing through Dell Financial Services. I was told that I qualified for $1,200.00. The company asked that I undergo verification steps via phone. I called and completed all of their verification...and was told on the phone call by their verification department that everything looked good and I would receive another call in 24 to 48 hours. That call never came. I called to find out my application was denied because of failed verification. This company was extremely dishonest. I completed all their verification, and for no reason whatsoever they decided for bogus reasons that my application cannot be verified. They wasted my time and damaged my credit score by doing a "hard pull" on my credit without the intention of ever extending me credit or reviewing my application. They denied my application in extreme bad faith on their part. Last 4 of my SSN is ****
Business response
12/29/2022
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
Customer response
01/03/2023
Complaint: 18523255

I am rejecting this response because: **** making up excuses that verification failed. They never asked any questions for verification so how can it fail? They cannot pull a hard inquiry on my credit and then deny for no reason whatsoever. Their conduct is highly illegal and if **** does not reconsider removal of the inquiry, i will file a legal action for punitive damages under FCRA. On what grounds has verification failed? Theyre a bunchbof liars and i will not let them get away with this. Im filing legal action by end of week.

Regards,

*******************
Business response
01/17/2023
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 Mr. ****** need further clarification.

Thank you,
Dell Financial Services
Initial Complaint
12/05/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
For two months in a row, **** website has been down. I can not make my monthly payment. I called ****'s customer support: ************** and they provided no help at all. I spent nearly 30 mins trying to get through their auto attendant. When I finally got through to a real person, she told me I needed to reset my password. Then she told me I needed to verify my bank account information online. I cant even log in. I have attached my screenshot for reference. My payment is due and I need to make a payment. I am never late with my payments. There is no way to get any help from ****.
Business response
12/21/2022
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
12/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.

This was not a password issue as claimed by ****. This issue has been a problem for months. **** has hundreds of complaints on their own online forum over the exact same issue. I also provided screenshots of the webpage when making my complaint. The online chat was completely useless.

**** did fix their webpage as I was able to make a payment online a couple weeks ago. **** did remove the late fees. With that I am satisfied the issue is resolved despite ****'s response not being completely honest.

Regards,

*******************

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