Complaint Review: Dell Financial Services - Austin Texas

On or about September 9, 2001 I attempted to purchase a complete computer system from Dell Computer Corporation. The purchase price was to be financed through Dell Financial Systems and CIT Online Bank. I signed and returned the agreement dated September 11, 2001. The complete system was to be shipped to my place of employment, 1826 D Kramer Lane, Austin, Texas 78758. Packages were delivered on 9/18/2001, 9/18/2001 and 9/21/2001. The computer monitor was never delivered. I instigated a search for the lost package with Dell Computer Corporation on 9/20/2001. Upon no answer by 9/24/2001 I sent an email to Dell Computer Corporation terminating the contract and requesting return information. I attempted to personally return the delivered components to the receiving warehouse located at 11550 Stone Hollow Dr., Austin, Texas 78758 since the location was approximately 12 blocks from my office. When I arrived I was told that the returned equipment could not be accepted use it came from an authorized carrier. During this process I discovered my missing monitor sitting on the warehouse floor with my name, address and telephone number in full unobstructed view. This is the same monitor that I have issued a trace to be placed upon. I did not take the monitor, I returned to my office and sent all of the components to the warehouse.

I received emails stating how the credit would be handled (enclosed). The invoices from Dell Financial Services did not stop. The amount billed for was $66.00 approximately. I called Dell Computer and Dell Financial numerous times and was told that the credit just takes time to process. The bills never stopped, I kept calling, but was told by Dell Financial that the problem was with Dell Computer, so I called Dell Computer and was told the problem was with Dell Financial and neither was willing to talk with each other, I had to solve their collective problem. On or about July 22, 2003 I received a collection letter from I.C. System, Inc. demanding payment of the money I did not owe. I talked with them and they said it would be referred back to Dell Financial as in dispute and that Dell Financial would contact me.

Dell Financial made no contact. On or about December 20, 2003 I was alerted to an item for collection in my credit report placed by Dell Financial. I began another quest through email to get this corrected. On or about November 28, 2003 in response to a telephone call I received a letter from Jessica Ramirez stating that the issue was resolved. I then received an email from Rhiannon on December 30, 2003 stating that this should be resolved soon.

Then I received a collections demand letter from Valentine & Kebartas, Inc. to which I responded and did not hear from them again. I received an email survey from Dell to which I responded with this story and was again told how sorry Dell was and that it all should be corrected soon. Upon applying for a business loan and the subsequent rejection I was notified that the collection notice was still listed on my credit report by Dell Financial Services. I then began a telephone campaign to once again try to get Dell's mistakes corrected. On 9/14/2004 I talked with "Bobby" rep # 0159175 from 4:00 PM to 6:00 PM CDT to get this corrected. His case manager is Khristi at ext. 66957. I was told the final credit was issued by Dell Computer Corp. but was rejected by Dell Financial. No attempt was made by either Dell to get this matter corrected it just sat.

I was given 3 Credit reference numbers. I then decided to call Dell Financial and get Bobby's last name on 9/15/2004. I called at 8:30 am and was run through the usual phone maze and ended up with Loretta rep # 0151034. She revealed that the names sometimes given are not real names but telephone names. I went through the story yet again and was assigned a case # and told that the amount was out for collection yet again. Later that same day I was the recipient of yet another collections letter, this time from Surpas Resource Corporation. I contacted a Mrs. Garrison at 5:40 PM CDT on 9/16/2004 and she got to hear the story and told me that the amount would be put into dispute and returned to Dell Financial.

I also sent a letter the next day as per the demand letter disputing all charges. On 9/17/2004 I call Dell Financial at 800-915-3355 and was automatedly told it could not find my acct. I then called 877-663-3355 and talked to Bill rep # 47114 at 10:20 am CDT and was told that he could not legally talk to me because the account was in collection. I have emailed Loretta about this matter and was told that it was in exculpation and they were looking at it. I then attempted to call Dell Financial on 10/07/2004 at 1:50 PM CDT and was told they could not legally speak to me because the account was in collection.

I then called Surpas at 2:03 PM and spoke with Mr. Clark who is unable to help me because the account has been returned to Dell Financial in dispute.

The problem I am having is that neither Dell will talk to each other to straighten this matter out. I returned all the components, Dell Computer failed to credit my account, then hen they tried to correct this, and Dell Financial Services refused to accept it.

I believe that the amount in collections is the interest Dell Financial charged my account for the amount not correctly credited. I do not owe anyone any money. I do not see any logic in charging interest on money that is not owed. I have requested that Dell Financial Services contact me so I can prove they made a mistake, but they refuse. Dell Financial Services seems content to ruin my credit over their mistake and show no interest in correcting this.

David

Georgetown, Texas
U.S.A.

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