Macy's

August 30, 2017 *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint ID *** Macy’s store account ending in *** Dear *** ***: We are in receipt of
your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National BankPlease accept my apology for any concern or inconvenience this situation may have caused My research confirmed that your purchase on August 23, 2017, of $284.77, was placed on hold for security reasons to protect your account and submitted to Macy’s Credit Authorizations for reviewUnfortunately, they were unable to verify that it was you that was shopping with their authentication process, and you would not complete the additional verification step that was requestedTherefore, the purchase was declinedWith regret, this letter will also confirm that your account was closed at your request on August 23, 2017, and has a zero balance Thank you for bringing this matter to our attention and giving me the opportunity to respondIf I may be of additional on another matter, feel free to contact me at the number below Sincerely, Michael JMacy’s Executive Office ###-###-#### Extension *** cc: *** ***, Revdex.com

September 18, 2017 *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** Dear *** ***: I am in receipt of your Revdex.com complaint regarding your attempt to order on the macys.com website,
specifically your order # ***As a representative of Macy's Executive Office, I was asked to review and respond to your concerns. You have my sincere apology that our Consumer Protection process was unable to verify your telephone information, as you have statedAlthough that may be unfamiliar to you, that is part of the process that Macy's does use to assure the security of our customersWe regret that we cannot promise to place future orders if the information does not verify in the systems we use. *** ***, I hope that you can understand our position on this matter, although it may differ from your ownPlease do not hesitate to contact me at the telephone number below if you have additional questions or if I can be of further assistance. Sincerely, Marjorie B.Macy's Executive Office###-###-#### Extension *** cc: *** Tina Geers, Cincinnati Revdex.com

November 29, 2017 *** *** *** *** *** ** *** re: Revdex.com Complaint ID: *** Dear *** ***: On behalf of Macy's Executive Office, please accept my sincere apology for any concerns or misunderstanding regarding the sale price
for the *** Iron you purchased in order # ***We regret that your communication with macys.com customer service agents did not meet your expectations, or our own. Appropriately, the price has been adjusted to $46.96, the adjustment refund is going to your *** accountThank you for bringing this matter to our awareness and allowing us to address the issue. Sincerely, Marjorie B.Macy's Executive Office###-###-#### Extension *** cc: *** *** ***, Cincinnati Revdex.com

February 23, 2016*** *** *** *** *** ** ***Dear *** ***: I am in receipt of your complaint ID ***As a representative of Macy's Executive Office, I was asked to review and respond to your concernsWhile I have been unable to speak to you directly, I
have, however, investigated your concernsI would like to apologize for the delay in getting your gift cardI have sent a gift card in the amount of $to you under separate coverYou should receive the gift card within business daysBased on the above, we have responded to all concerns and consider this complaint closedSincerely,Colette O.Macy's Executive Office###-###-#### Extension ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Tonie Rcontacted me and applied a $refund to my card. Pleased to get the situation resolved but still kind of ridiculous to have to go this far for $25.00. Customer service employees through Macy's should be trained the proper procedure for handling refunds
Regards,
*** ***

Dear *** ***: We have received Revdex.com Complaint ID #*** for *** ***. The customer moved and closed her credit card account we refunded her for items returnedSince she never received the refund we have issued the refund in the form of two gift cards. Based on the above we
consider this issue resolved. Michele S| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint After multiple apologies regarding the credit system overhaul issues, by both Macy Employees and by an email sent to all card holders, no one with Macy's takes responsibility for having the auto pay feature un-enroll itself. My bills were to be paid with the Auto Pay feature. This worked in the short time I had the card which was about four months. Then I noticed the site's overhaul and the amount of upset customers out there that couldn't do things such as online payments. After that overhaul, the Auto Pay feature was disabled. Given I rely on that feature, I didn't notice it was disabled until after a late payment. I don't want to see a late payment being sent to the credit bureau
Regards,
*** ***

***, We received the Revdex.com complaint for *** *** regarding ID ***The customer stated the mattress is defective and had a failed inspection appointmentWe have offered the customer a comparable replacement mattressThe customer was satisfied with this resolution and has our direct
contact information if she has additional questions. Macy’s Executive Office Jon A.Liaison, Omnichannel Executive Office | Macy's, IncDUKE BLVD | MASON, OH 45040Office: ###-###-####

I would like to close this complaintI did receive the refund requestedThank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I understand Macy's, Inchas policies and procedures to follow regarding using credit cards in store, however, I was accused of criminal conduct by Eliani inside Macy's which is presumed defamatory, and deemed defamation per se. Once I left the store to get my sisters Macy's card, since I did not have mine on hand being that I am an authorized user on her account with my name added to her account, Eliani still overstepped her customer service professionalism by name calling me, the customer, in front of customers and the manager on dutyThe manager on duty, Corey, failed to acknowledge the accusations made by his employeeIn any situation, a employee should never use slanderous statements to a customer or anyone of that matter. When inputting in a social security number of a Macy's cardholder, Eliani would have been made aware that my name is indeed attached to my sisters accountThe entire situation could've been avoided and handled professionallyIf Eliani wanted to refuse to ring me up, that would have been ok, but using slanderous words that I am fraudulent and then calling me dumb, are completely out of line and action must be taken.
Regards,
*** ***

Dear *** ***: I am addressing this issue on behalf of Macy's Executive OfficeThank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when the authorization holds were on your accountI am glad to hear these holds have now
been released and I have credited back $for the inconvenienceAs a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. *** *** thank you for bringing this issue to our awareness and allowing me to respondIf I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely, Dakota B.Liaison, Omnichannel Executive Office | Macy's, IncDUKE BLVD | MASON, OH 45040Office: ###-###-#### |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe extra charges to my account were all reversed
Regards,
*** ***

February 1,
*** *** ***Cincinnati Revdex.com
E Fourth StSuite
Cincinnati, OH
Revdex.com Case #***
Dear
*** ***:
We
are in receipt of Revdex.com Complaint #***We have spoken to the referenced
customer and have resolved all matters
as expressed in the complaintBased on
this, we consider the matter closedThank you
Sincerely,
Melissa U
Macy's Executive Office
###-###-#### Extension
***
cc: *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I didn't get the refund Macy's claimed that they refunded to my cardAnd my credit card company couldn't locate the refund, either
Regards,
*** **

May 23, 2016*** *** ** ***
*** *** *** ***
*** ** ***Re: Revdex.com Complaint ID: ***Macy’s Account ending in ***Dear *** ***: I am in receipt of your complaint which was forwarded to Macy’s Executive Office by the RevDex.comAs a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National BankPlease accept my sincere apologies for the delay in responding to your concerns. I had hoped to speak with you personally regarding this matter, however, my attempts to reach you were unsuccessful I was able to leave you a message on April 22, 2016, and I look forward to the opportunity to speak with you regarding this matter. Our records indicate that we have been sending billing statement notifications to you via email at *** We sent statement notifications and they were opened as shown in the chart below: Date Email Notification Sent: Date Email Notification Opened:11/10/Not Opened12/11/Not Opened1/12/Not Opened2/9/Not Opened3/11/3/11/16, 3/14/2016, 3/16/164/11/4/11/16, 4/14/16 Although the fees were charged to your account in accordance with our Credit Card Agreement, as a gesture of goodwill for the service you described, I have removed the remaining late fees and interest charges for you A Credit Balance Refund check for $will be sent to you under separate cover.*** ***, we appreciate your loyalty to Macy’s and I am sorry this matter has caused you to close your account You are always welcome to apply for another Macy’s account inside one of our stores, or online at macys.com If I may be of assistance to you in the future, please contact me at the number listed below. Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension ***cc: *** ***, Revdex.com

I am
in receipt of your complaint filed with the Revdex.com and
forwarded to Macy’s Executive Office. As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of the Department Stores National Bank.
Please accept our sincere apology
for any misinformation provided to you
while attempting to resolve the balance on your above referenced Macy’s
account.
Your
February 13, 2015, billing statement had a balance of $58.57, with a $
minimum payment due March 13, 2015. When
no payment was received by this date, a $late fee and $interest
charge were assessed. We received your
$payment on March 16, and the $payment on April 14, 2015. However, these payments were not sufficient
to pay the minimum amounts that were due April 13th and May 13,
respectively. We also did not receive
any payment for your June 13, 2015, due date and your account was charged additional
late fees and interest charges in accordance with the terms of your agreement.
As a courtesy, on June 24, 2015, I removed $in
late fees and $in interest charges totaling $74.00, resulting in a credit
balance for this same amount. I have
taken the liberty of requesting a Credit Balance Refund Check for this, which
you should receive within seven (7) to ten (10) business days under a separate
cover.
Your continued loyalty is important to us, as well as
appreciated, and I am sorry this matter wasn't resolved sooner. I hope you will view this as an isolated incident
and allow us the opportunity to mend our business relationship with you. If I may be of further assistance, please do
not hesitate to contact me at the telephone number listed below

*** *** *** *** ** *** February 20, *** *** ** *** *** *** *** ** *** *** ** *** Re: Macy's *** *** Account ending in *** (former Macy's Store Account ending in ***)
Dear *** ***: I am in receipt of the complaint you filed with the Revdex.com. As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank. I regret any inconvenience you may have experienced regarding the receipt of statements, the reporting of the above-referenced account to the credit reporting agencies and the fees that were assessed to your Macy's account. I can understand your frustration and disappointment and I am truly sorry On December 14, 2011, our records show that you opened the above referenced Macy’s store account ending in ***, which included the Macy’s *** *** account ending in *** On June 20, 2015, a notice was sent to you to inform you of a change in terms to your Macy's *** *** account ending in ***. The letter explained that you would no longer have two separate lines of credit with Macy's (one for in-store purchases and one for purchases made outside of Macy's). The former two lines of credit would be combined into one single line of credit and you would be sent only one monthly billing statement for all of your purchases inside and outside of Macy's under the *** *** number ending in ***The letter further explained that the Macy's store account ending in *** would be closed when this change took effect on July 27, 2015. In review of the account, we determined the monthly statements were sent to an invalid address; therefore, the U.SPostal Service returned the monthly billing statements. As a result, you did not receive the monthly billing statement for the billing closing date of October 23, 2015, which reflected the purchases you made on September 25, 2015, and the additional purchases you made on September 28, 2015, and October 11, 2015, for total purchases in the amount of $211.48. We have removed late charges in the amount of $and interest charges in the amount $49.27, from the account, leaving a remaining merchandise balance of $owed on your account. I have enclosed the monthly statement with the closing date of October 23, 2015, which reflects these transactions As of the date of this letter, your balance is $211.48. You can make this payment via the payment options or send directly to me at the address listed above. We will also instruct the credit reporting agencies to update their records to report your account as closed by consumer and remove the delinquencies for the time periods December to the May 2016. Please allow the credit reporting agencies up to thirty (30) business days to process our request *** ***, thank you for bring this matter our attention and giving me the opportunity to respond. If I may be of further assistance, please contact me Sincerely, Diane MMacy's Executive Office ###-###-#### Extension *** Enclosure (enclosure sent by mail to customer) cc: *** *** *** Revdex.com Case# *** This is an attempt to collect a debt and any information obtained will be used for that purpose.*** *** is a federally registered service mark of *** *** and is used by Department Stores National Bank pursuant to a licenseThis credit card program is issued and administered by Department Stores National Bank

June 13, 2016 *** *** ***Cincinnati Revdex.comEFourth StreetSuite 600Cincinnati, OH 45202 Revdex.com Case No*** Dear *** ***: I am in receipt of *** *** ***As a representative of Macy's Executive Office, I was asked to review and
respond to her concerns. Upon speaking with *** ***, she explained that all she wanted was the difference she paid for the shoes I apologized and processed a credit for the difference of the online price and the price tag on the shoes she received For her inconvenience, I sent a $gift card *** *** was satisfied with the resolution. We apologize for any inconveniences experienced by *** *** and we consider this complaint closed. Sincerely, Lori L.Macy's Executive Office###-###-#### Ext ***

December 24,
*** *** ***Cincinnati Revdex.com
E Fourth StSuite 600Cincinnati, OH
Revdex.com Case #***
Dear
*** ***:
We
are in receipt of Revdex.com Complaint #***We have spoken to the referenced
customer and have resolved all matters as expressed in the complaintBased on
this, we consider the matter closed satisfactorilyThank you
Sincerely,
Melissa U
Macy's Executive Office
###-###-#### Extension
***
cc: *** *** ***

*** D.,
Frankly, the way we were treated by Macy's, even since filing our initial complaint, is simply inexcusable
I'd to correct a few inaccuracies in your response:We had a balance of $on the account when we attempted to make
each of these payments. Two of these payments were made on the phone
with Macy's representatives - I imagine they would not have accepted our
payment if there was no balance due as you indicated. We also did not receive any phone calls, email, or
mail notifications that Macy's rejected each of the payments and that we
would still have a balance due. Had we not checked on this multiple
times (after all, we did request our account to be closed when we made our initial payment in full), we would
have likely encountered late payment fees, penalty interest rates, and
reporting to the credit bureaus.We never filed a fraud complaint on this card - we were told by three
separate customer service supervisors that Macy's filed the fraud alert
against us but no one was unable to provide any clarification as to why
that fraud complaint was issued No one even notified us that our account was suspected of a fraudulent account In talking to customer service
agents, they told us that the fraud alert had been cleared and that we
would be able to successfully make payment which were later rejected because this was not the case.When we closed the Macy's credit account, we requested that the agent
provide us a letter indicating that our account has been closed. The agent
flat out refused and said she could not provide such a letter to us
Since filing my initial complaint with the Revdex.com, we spoke to two
additional supervisors. On July 29, 2015, I tried once more to submit
payment and this was cancelled as well. I called Vanessa, furniture
department supervisor whom had helped us before in getting the damaged sofas returned, the following day to explain our ongoing issues.
Vanessa explained that she was in the wrong department to handle this
but realized the frustrations we had been going through in trying to get
this resolved. She indicated that she would work on this and remained
on the line while she got us to the right person
Our account had been moved to the collections department due to a
“Dispute” that was placed on the account. When we were finally
transferred to a supervisor in the collections department, she indicated
that she could only speak to the account holder (***) who was at
work. I called *** - she was in the middle of giving medications at
the hospital where she works - and she gave authorization to the supervisor for me to
discuss the account with her. The supervisor in the collections department was
very rude to us and said, “well, even though you’ve authorized me to
speak with your spouse, I can’t help you because there is a flag that
requires I transfer you to the fraud department.”
We asked that we be transferred to a supervisor in the fraud department
and for her to remain on the line with us while we spoke with them. As
soon as we were transferred, she hung up. The agent in the fraud
department was not a supervisor and had to pull up all the same information from scratch She removed the
fraud alert that had been preventing us making payments for months.
She then transferred me to Albert M., supervisor in collections who
took my payment over the phone and confirmed payment was received MrMora provided me with his contact information in case that this payment did not go through or we had further issues.The following day, my wife received a phone call on her personal cell phone from the Macy's Collections Department berating her for payment! We thought we had hit rock bottom with Macy's already, but apparently we had only landed on another ledge The collections agent was extremely rude, refused to transfer us over to his supervisor, and refused to listen to us until we provided him with payment What irritated us the most about this, besides the fact that we had attempted to pay several times and had a confirmation for the most recent payment-in-full we had submitted, was that our account was in collections in the first place It was my understanding that we were still under the promotional period of no payments for x months with our Macy's card for this purchase - likely the same promotion that saved us from having to fight late fees and penalties when our payments were refused for months *** kept the collections agent on the phone (he even refused to give us his name) while I called *** Musing the contact information he had provided me No one at the number he gave me had even heard of *** M- so much for being helpful.The next person I talked to was *** Tom T Tom kindly told us that he had no explanation for how all of this had happened to us but assured us that he would work with us to get it resolved MrTtold us he would call us in two days to confirm that the payment had been processed and that our account was closed He also indicated to us that he would provide us with a letter from Macy's that indicated that our account was closed in good standing Lastly, he indicated that he would be contacting the executive office at Macy's to find out what sort of compensation could be provided for the many hours and hair follicles we had lost while dealing with these issues.MrTfollowed up with us (our first ever returned phone call from Macy's!) a few days later and we received the letter in the mail he had promised He indicated it would be a few more days before he would find out from the executive office about the reimbursement for our time and that he would let us know when he got a response It has been two months since then, and I've left him voicemails twice since then, but have not heard anything back Despite not hearing back from him, *** Twas the nicest person we had dealt with at Macy's since our sales person in the store.Both *** and I work in healthcare We work with customers everyday actively working to resolve their complaints If we simulated any of our interactions with Macy's staff with one of our patients, we would be immediately terminated and would likely lose our licenses to practice medicine I completely dispute your statement that the "service you received from our staff is not typical of the level of quality customer service that we strive to provide" - if this was true, we would be discussing a single interaction with a sub-par employee, not a dozen incidents with a team representing multiple departments I'm appalled at the way we have been treated.Please don't take my word on all of this I encourage you to listen to the phone calls that are recorded for "quality assurance" and to review your call center's records for the quantity and length of calls that we've needed to make to get this resolved Our three phone numbers that we've used are my work desk phone (###-###-####), my personal cell phone (###-###-####), and ***'s personal cell phone (###-###-####).To compensate us for the three delivery days that we had arranged off from work, three separate $tips to delivery men, and over hours of phone calls with Macy’s Customer Service, Credit, and Collection departments, we would like Macy’s to to reimburse us in the amount of $which was the amount that we had charged to our Macy's credit account Until then, this Revdex.com complaint will remain unresolved.Sincerely,***
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PUSH HARD, PUSH FAST