Frequently Asked Questions

Security

Is My Personal Information Safe?

Dell Financial Services (DFS) makes every effort to ensure your personal information (PI) is safe. We maintain policies and procedures to detect and prevent fraud that are consistent with finance industry standards. Whenever you contact us to obtain account information or make a purchase, we will verify certain pieces of PI for your protection.

What Is Identity Theft?

ID theft occurs when an individual uses your personal information (or that of your business) without your knowledge or consent, generally obtaining financial credit in your name/ the name of your business.

How Can I Protect Myself from Identity Theft?

 

The following pointers will reduce your risks, even if you can’t completely prevent fraud from occurring:
1)    Shred Confidential Documents: including all unwanted materials containing private information, such as bank statements, credit card receipts, bills, etc.
2)    Secure Personal Information: keep it out of sight, especially in your home if you have roommates or employ outside help and remember that discussing PI on a cordless phone isn’t safe. Keep your Social Security card in a safe place, rather than carrying it with you.
3)    Avoid Giving out Personal Information: when on the phone, verify the caller before providing any information, as promotional scams will ask for your PI upfront. Provide your full Social Security Number (SSN) only if absolutely necessary. In many cases, the last 4 digits may suffice.
4)    Drop Off Sensitive Mail at a Secure Public Mailbox: rather than in your unsecured personal mailbox.
5)    Be Attentive to Financial Information: be proactive and check your financial statements for any suspicious activity and know your billing cycles. Follow up with financial institutions if you notice anything unusual or haven’t received your statements as expected to ensure they weren’t stolen. You can also:
a.     Review your credit report annually and contact creditors and the credit reporting agencies immediately if you notice anything unusual (i.e., new accounts or inquiries you didn’t initiate).
b.     Consider enrolling in a credit bureau monitoring service that can provide you with alerts when your credit bureau information is accessed.
6)    Protect Your Account From Online Threats: “phishing and “pharming” use official looking emails or web pages to deceive users into disclosing personal information. A phishing email tries to direct users to an imposter web site of a legitimate business or financial institution. Pharming occurs when hackers disrupt the transfer of information on the Internet, pointing potential victims to a fraudulent web site. Avoid this trickery by utilizing the following suggestions:
a.     Unless you initiate the contact, don’t provide your personal and/or account information by email or phone.
b.     Suspicious emails may initiate virus installations after users click on the links within; avoid opening any email whose source you don’t fully trust. Once installed, viruses can use “key logging” to capture your PI, passwords and account information.
To avoid these problems, it’s recommended that you install security software to help protect your computer against threats. Dell has security software available for our customers at Dell.com.

How Do I Report Identity Theft?

Here are the steps that should be taken:
1)    File a Police Report with your local department. If you have suspicions about who is responsible, include that in the report.
2)    Download an affidavit from the Federal Trade Commission’s (FTC) website: http://www.ftc.gov/bcp/edu/resources/forms/affidavit.pdf. After completion, the affidavit is only valid if signed in the presence of a notary public.
3)    Contact the major credit reporting agencies and report the theft:
a.     Equifax: 800-525-6285
b.     Experian: 888-397-3742
c.     Trans Union: 800-680-7289
4)    Be sure to call your creditors and banks and review your existing account information to determine all activity is valid. Ensure no other accounts have been opened in your name.
5)    Notify your local mail carrier.
6)    Contact the Department of Motor Vehicles (DMV) if you think your Driver’s License number has been compromised.

What if I Suspect Someone has Used My Dell Financial Services Account?

Follow the steps above and contact DFS Customer Care at (800) 283-2210 or the DFS Fraud Team at (866) 228-9620. Advise the rep that you are a DFS fraud victim. Once a claim is submitted, we will investigate your account and send a letter reviewing our findings. An investigation may take 30 days or more. In the meantime, if you’re applying for credit, just advise the creditor of the situation. If you receive a collections call requesting payment on a DFS account, let them know about your ID theft status, and that the DFS Fraud Department is helping to resolve the issue.

How Can I Request Information About a Fraudulent Transaction from DFS?

 

The Fair and Accurate Credit Transactions Act (FACTA), grants ID theft victims and law enforcement the right to request application information and business records about consumer transactions alleged to be a result of ID theft. To file your FACTA request for information, just provide this information to DFS:
Requests From Victims (Consumers):
Victims requesting information about a consumer transaction must:
1)    Provide your request in writing.
2)    Include a copy of a government-issued photo ID, such as a driver's license.
3)    Include a copy of a police report; and
4)    If an account was opened, a completed affidavit signed in the presence of a notary public is required (victims may use the affidavit on the FTC’s site available at http://www.ftc.gov/bcp/edu/resources/forms/affidavit.pdf).
Requests From Law Enforcement:
Law enforcement agencies requesting information about a consumer transaction must:
1)    Provide a written request for information on official law enforcement letterhead.
2)    Include a copy of the victim's government-issued photo ID, such as a driver's license;
3)    Include a copy of a police report.
4)    If an account was opened, a completed affidavit signed in the presence of a notary public is required (victims may use the FTC's form affidavit, available at http://www.ftc.gov/bcp/edu/resources/forms/affidavit.pdf); and
5)    Provide the victim's signed authorization to have records released to law enforcement.
 
OR —
6)    A subpoena or warrant requesting the information.
Victims or law enforcement agencies should mail all FACTA information requests to:
Dell Financial Services
P.O. Box 81565
Austin, Texas 78708
Attn: Fraud Department


How do I check the status of my Identity theft case?

If you have a case number, please visit our Fraud Case Status Tool at www.Dell.com/FACT for any updates and more information.

What if I Don't Have a Case Number?

 

Once the ID theft claim is submitted you will be given a case number and a website to track the status of your case.