I have had good experience with Dell financial services until in early September I noticed an extremely large purchase charged to my account. I did not make the purchase, and it happened when I was out of the US on a trip.
The first call I made to them, the representative reported that someone with my name in Franklin, Tn, had charged a bunch of cameras on my account. He said it looked like a mistake and he'd have to contact the salesperson. Well, I thought all Dell purchases were made online, not with a salesperson.
I called back two weeks later to be told by another person that I would have to speak to someone in the Verification department. This person said I would have to fill out an affidavit and have it notarized, stating that I did not purchase the items (whatever they were -- and they couldn't tell me what they were). I was able to download the affidavit from my account which by this time was frozen. I sent the affidavit by Certified mail, and they received it on 9/25/06. I have since email several times and called several times to ask about how I would make a payment to keep the bill from going delinquent for the balance I had incurred. Fortunately, they were able to permit(!) me to get into my account enough to schedule a payment by Checkfree.
I continued to get affidavits and letters saying that I needed to return them or they would consider the transaction legitimate. Finally on 10/20/06, they posted a letter in my account (I still cannot see the balance) saying they had credited me with the large fraudulent purchase.
Today, I called to see how to access my account, calling the number listed in the notice I downloaded. The phone number turned out to be an answering machine referring me to another number. I called the second number and they stated they were done investigating the fraud, so they couldn't help me any further. I would need to speak with Customer Service. They patched me through to the wrong line and then I called Customer service back, but never got through to anyone about when I would be getting a new statement and be able to pay off the account.
I do not intend to ever use this account again. I will use a credit card from now on. At least there are more consumer protections with it.