Macy's

[redacted]   [redacted]
January 21, 2016
[redacted]
[redacted]
[redacted]
Re:       Better Business Complaint ID #[redacted]
Macy's
account number ending [redacted]
Dear
[redacted]...

[redacted]: 
I am
in receipt of your complaint forwarded to us by the RevDex.com.  As a representative of Macy’s
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank (DSNB).
Per
the DSNB Credit Card Agreement, if you have been paying less than the New
Balance on your Revolving account balance each month and you then decide to pay
your balance in full, you will be charged interest charges on that balance from
the first day of the billing cycle until the date that your payment is
received.  The minimum interest charge is
$2.00.  This interest charge is for the
money loaned to you during that period, and will appear on the next month's
billing statement
Applying
this billing policy to your Macy's account the first $2.00 minimum interest
charge appeared on the August 3, 2015 billing statement; it included interest
for the funds loaned to you between July 3, 2015 and August 3, 2015. The
balance due by September 3, 2015 of $24.91 included the minimum interest charge;
your payment was received on August 10, 2015. 
The following billing statement for the period ending September 7, 2015
was charged a residual minimum interest charge of $2.00 due October 4, 2015.  We did not receive this payment.  For every month that passed without a payment
a minimum interest fee was applied.  We
received your $6.00 payment on November 10, 2015.  Recently, the account acquired a $27.00 late
fee due to a macys.com purchase on November 17, 2015 for $42.23.  As a courtesy, I have credited the late fee of
$27.00 and interest charges from September to November 2015 of $6.00.  Your account is current with a balance of $11.23.   We have cleared our internal records of any
delinquency associated with this issue and we did not report any derogatory
information to the external credit reporting agencies. 
[redacted], please accept my personal apology for the problems you have
encountered trying to resolve this issue and thank you for bringing this matter
to our attention.  If I can be of any
further assistance please do not hesitate to call me at the telephone number
listed below. 
Sincerely,
Regina M.Macy's Executive Office
###-###-#### Extension [redacted]
cc:        [redacted],
Better Business Bueau

March 21, 2018[redacted]RE: Revdex.com Complaint ID [redacted] Bloomingdales account ending in [redacted]Dear [redacted]:I am in receipt of your complaint inquiry filed with the Revdex.com regarding the Bloomingdale’saccount...

referenced above. As a representative of Macy's Executive Office, I was asked to review and respondto your concerns on behalf of Department Stores National Bank (DSNB).Please be assured that the security of our customer’s information is a high priority at Bloomingdale’s, and wehave policies in place in order to monitor account activity. If in the event we feel that the account may havebeen compromised, our Consumer Protection department will contact the customer to discuss the validity ofthe charges. I am very sorry that in your case this did not occur. It is suggested that your Bloomingdales.compassword be changed for added security as the order was attempted online.The fraudulent order has been cleared from your order history. If you wish to proceed with closing youraccount, please contact me at the telephone number below or you may call the customer service number on theback of your card. As of the date of this letter, your account balance is zero ($0.00). Please note, nodelinquency was reported to the credit reporting agencies as a result of the fraudulent activity.Thank you for bringing this matter to our attention and giving me the opportunity to respond. Please do nothesitate to call me at the telephone number listed below if I may be of further assistance.Sincerely,Carrie A.Bloomingdale’s Executive Office###-###-#### Extension [redacted]Cc: [redacted], Revdex.com

Dear [redacted], Concerning the credit refund that our consumer has asked for to be deposited in her debit [redacted] account, Revdex.com ID [redacted], I have been advised that “stop payment” on previous check that was sent was completed on 4/25/2018 and the processing of the credit in the amount of $2144.96 to...

our consumer’s debit [redacted] account was made on 4/25/2018. We have attempted to contact our consumer via phone and email for confirmation of receipt of the credit but have not received a response. Macy's will now consider this matter closed. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly. Thanks, Macy's Executive Office

[redacted]   [redacted]   November 22, 2016   [redacted]   Re:  Revdex.com, Complaint ID [redacted]         Macy’s account ending in [redacted]         Macy’s [redacted] account ending in [redacted] (closed)         Dear [redacted]:    I am in receipt of your additional comments regarding our response to your Revdex.com complaint, which was forwarded to Macy’s Executive Office.  Because I am familiar with this matter, I was asked to respond to your concerns on behalf of Department Stores National Bank.   In reviewing your account history with Macy’s, I found that you opened your Macy’s account ending in [redacted] in September of 2003.  In December 2012, you opened the Macy’s [redacted] account ending in [redacted] for purchases made outside of Macy’s.  At this time, you had two separate lines of credit; one for purchases inside of Macy’s, and one for purchases outside of Macy’s. When the [redacted] account was opened and you used your Macy’s [redacted] card inside of Macy’s, the purchases were applied to your Macy’s account ending in [redacted], because this was the line of credit designated for store purchases.   In reviewing our records, I found that you closed the [redacted] account one month after opening it; however, since the physical card is still linked to allow purchases to be applied to your Macy’s account ending in [redacted], this card is still active for in-store purchases only. This is the only reason the card number still appears in the register system. When you made a payment on September 25, 2016, the sales representative mistakenly selected the wrong account to apply your payment.  If you would like, we can send you a new card that only references your Macy’s store account.  We believe that taking this action will simplify transactions for you in the future.   Our goal as a retailer is to provide a friction free shopping experience; while most of the time this is achievable, we staff our Customer Service Department for the rare instances when an issue needs to be corrected.  Although our Customer Service Department swiftly corrected the payment issue you encountered; I am sorry to learn of the service you describe receiving. You can be assured the appropriate Management will be made aware of your experience and appropriate action will be taken with regard to additional coaching and training of the involved associates.   Thank you for bringing this matter to our attention.  If I may be of further assistance to you, please contact me at the telephone number listed below.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Macy’s Credit and Store Management

[redacted]   [redacted]
February 10, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
      Bloomingdale's
account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to Bloomingdale's Executive Office by
the Revdex.com.  As a
representative of this office, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank (DSNB).  I apologize for any inconvenience you may
have experienced.
With
respect to your non-receipt of statements, our records indicate that the
account was set up to receive electronic statement notifications only through
macys.com on June 22, 2013, although the email address of [redacted]
does not show as an email address on the account prior to September 10, 2015.  If you successfully set up your Bank of
America bill payment service to receive and notify you of receipt of your
Bloomingdale’s monthly Billing Statements, and to pay your Minimum Payment Due
during the time of your absence, then [redacted] would have received those
notifications and your account payments would have been made.  [redacted] should be able to provide you
confirmation that your set up was successfully during that time period.  Please feel free to forward confirmation from
them for our review. 
On
July 30, 2014, you sent us notification via the US Postal Service to update
your billing address from [redacted] to [redacted].  Please note that per the terms of the DSNB
Credit Card Agreement, you agree to notify us promptly in writing if you
move.  Until we receive written notice of
your new address, we will continue to send Statements and other notices to the
address in our records. 
When
we reissued your card on January 19, 2015, it was returned to us as
undeliverable on March 2, 2015.  On April
27, 2015, due to the delinquency on the account, we began to mail statements to
you at [redacted], which were also returned to
us as undeliverable.  On November 23,
2015, you called in and updated your address to [redacted]. 
Our
records further indicate that the billing statement for the period ending February
24, 2015, had a $31.36 balance, with a $25.00 minimum payment due by March 24,
2015.  When no payment was received by
this date, your account was charged a $2.00 interest charge in accordance with
the terms of the DSNB Credit Card Agreement. 
The billing statement for the period ending March 24, 2015, had a $33.36
balance with a $33.36 minimum payment due by April 24, 2015.  When no payments were received, your account
continued to be charged interest, and was reported as thirty (30) days past due
to the credit reporting agencies.  The
account was closed due to serious delinquency on June 24, 2015.  We received your $41.36 payment on August 1, 2015;
however, a $0.19 interest fee was charged resulting in a $0.19 balance due by
September 24, 2015.  We received your
$0.19 payment on September 10, 2015, resulting in a zero ($0.00) balance on the
account. 
On
December 15, 2015, you called in to request the delinquency be cleared from your
credit report and were advised it is the Bank’s policy not to remove any
delinquency from your credit file, unless it occurred as a result of a DSNB bank
error.  As a credit provider, we are
obligated to report the account accurately to the credit reporting agencies,
whether it is favorable or unfavorable to the consumer.  After researching the delinquency on your
account, we found that the information we reported is correct.  Our records indicate we did not receive
payments on the account during March, April, May, June, and July 2015.  Unfortunately, we are unable to accommodate
your request to remove the delinquency from your credit bureau report.  However, on January 18, 2016, we instructed
the credit reporting agencies to update their records and report your account
as "customer disputes reporting". 
[redacted],
thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of
additional assistance, please contact me at the number listed below.
Sincerely,
Randi P.
Bloomingdale's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Please do not close the complaint against Macy's as Sharon from Macy's was working on the issue as of the holidays.  Unfortunately, I have not heard back from her since then, and the issue is still outstanding.  Thank you. [redacted]

Dear [redacted]:I am addressing this issue on behalf of Macy's Executive Office. I have tried reaching you by phone but have been unsuccessful.Please accept my sincere apology for any inconvenience you experienced when your orders where duplicated. I have issued credit back for orders...

[redacted], [redacted], and [redacted]. You will see the credit back to your [redacted] account in 5 to 7 business days. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.Sincerely, Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

Customer called to thank Revdex.com, Macy's has resolved her complaint and she thanks Revdex.com for their assistance.

[redacted]   [redacted]
 
 
 
September 15, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [redacted]
  ...

    Macy's account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint forwarded to Macy's Executive Office by the RevDex.com.  As a representative of
this office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.  Thank
you for the courtesy you extended to me during our phone conversation on
September 3, 2015.
 
As
we discussed, Macy's is a proud supporter of all military service members.  In order to review your military status
during your account delinquency, a copy of your orders should be faxed to ###-###-####.  Please allow seven (7) to ten (10) days for
your fax submission to be processed.  To
check on the status of your request, please call ###-###-#### and one of our
associates will be able to determine if the delinquency can be removed from
your credit report. 
 
[redacted], thank you again for your service. 
Please be assured that your complaint will be addressed when additional
details are provided.  If you have
questions regarding this letter or the information required to process your
request, do not hesitate to contact me at the telephone number listed below.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

Dear [redacted], I am in receipt of complaint ID [redacted] for [redacted]. In reviewing her inquiry, I have forwarded a request to Corporate to credit her the total of $264.37 in fees. This credit will post to her Visa account within 5-7 business days. Due to the pending adjustment, Macy’s considers...

this issue closed. Jill B. | Omnichannel Presidential-Store AdministratorOmnichannel Selling and Service Escalation Team | MCCS Executive Office

April 20, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]        Macy’s [redacted] account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Macy’s Executive Office by the Better...

Business Bureau.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Per the Department Stores National Bank Credit Card Agreement, if you have been paying less than the New Balance on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received.  The minimum interest charge is $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month's billing statement.  Upon review, I show your account was closed on December 4, 2015, per your request.  A $2.00 interest charge was placed on your account for the funds loaned to you during the billing period ending December 25, 2015.  However, the agent you had spoken to on January 2, 2016, removed the $2.00 interest charge from December, resulting in a zero ($0.00) balance.  We also show that no derogatory information was sent to the credit reporting agencies regarding your Macy’s [redacted] account.[redacted], please accept my personal apology for the problems you have encountered trying to resolve this issue and thank you for bringing this matter to our attention.  Should you wish to reconsider the use of your Macy's account in the future, please do not hesitate to call me at the telephone number listed below.    Sincerely,Janice D.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]       January 24, 2017       [redacted] [redacted]  [redacted]   Re: Macy's Account ending in [redacted]   Dear [redacted]:    I am in receipt of a...

complaint you filed with the Revdex.com concerning your above referenced Macy's account.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Our records show that Ms. Rhea B. has responded to your concerns in a complaint you filed with the [redacted] on January 18, 2017.  I have enclosed a copy of that response letter for your review.  Copies of the monthly statements for the closing dates of January 21, 2015, through November 24, 2016, were also included. [redacted], thank you for allowing me the opportunity to respond. If we may be of further assistance, please feel free to contact us at the address above. Sincerely,       Diane M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure sent via mail   cc:  [redacted]        The Revdex.com        Case # [redacted]   The Macy's card is issued by Department Stores National Bank.                                     �...⇄ This is an attempt to collect a debt and any information obtained will be used for that purpose.

[redacted]   [redacted]
April 4, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint [redacted]
        Advertisement mailing list
Dear
[redacted]...

[redacted]: 
I am
in receipt of your complaint forwarded to Macy’s Executive Office by the RevDex.com.  As a representative of this
office, I was asked to review and respond to your concerns. Please accept my sincere apology for any
frustration this matter may have caused you.
On April 1, 2016 our records were updated to discontinue the mailing of
all fliers and sale catalogs to the address listed above.  However, since our advertisements are
prepared in advance and sent to the distribution facility, you may continue to
receive previously scheduled mailings for up to 12 weeks from that date.  We regret any inconvenience this may cause.
Our Customer Service department is able to remove an address from our mailing
list and I apologize for the misinformation when advising we were unable to
assist you with this situation.  Your
feedback is critical as it assists us in understanding our customers’
experiences and directs our attention to areas in which we can improve our
service quality.  
Thank
you for bringing this matter to our attention and giving me the opportunity to
respond.  If I may be of additional
assistance, please do not hesitate to contact me. 
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   It has a Macy's return tag on it and you still refuse to assist not acceptable per your return policy! I expect you to take the watch back and give me my money back it caused an allergic reaction!
Regards,
[redacted]

[redacted]: We are in receipt of [redacted] [redacted]' rebuttal.  As I stated last week, we will not be responding to any other inquiries from him.  Thank you, Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

August 1, 2016  [redacted]
[redacted]
[redacted]   Re:  Revdex.com Complaint ID [redacted]           Macy’s account ending in [redacted]  Dear [redacted]: 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 Bank.  Please accept my apology for any inconvenience or frustration you may have experienced regarding your account. My review of your account shows that on January 17, 2016, in the Bangor Macy’s, you made a purchase of $17.82, for women’s pants.  A few minutes later, you made a payment of $23.58.  However, $23.58 was the payment required by January 20, 2016, for a purchase you made on December 22, 2015.  Therefore, your billing statement for the period ending January 24, 2016, showed your payment in full for the previous balance, and had a new balance of $17.82, for your January 17, 2016, purchase.  No payments were received for that purchase in subsequent months.  Therefore, late fees and interest charges were added to the account.   During a telephone conversation with a collections associate on May 24, 2016, we removed a late fee of $37.00 and interest charges of $2.46, and you made a payment of $112.70.  These adjustments left your account with a credit of $0.07.  As a gesture of our goodwill and in the interest of customer service, I removed a second late fee of $37.00 and processed a refund to you of $37.07, which you will receive in the form of a check in 7-10 business days.  I am unable to remove the late payment history from your credit report as the delinquency is not the result of a billing error.  Your account was closed on May 24, 2016, and has a zero ($0.00) balance.   [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below. Sincerely,  Michael J.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

I am in receipt of [redacted] complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to his concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have, however, left him a message regarding his concerns and to date, I...

have not had a response. I have investigated [redacted] complaint, and he was not enrolled in the Registry Star Rewards program, which is why he did not receive the Registry Star Rewards points. Based on the above, we consider this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

August 11, 2016 [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who was delivered a dirty mattress twice. We contacted the customer and confirmed that the mattress has been replaced to her satisfaction. Also, Macy’s has honored an accommodation to the...

customer on her purchase. At this time, Macy's will consider this matter closed. Thanks, Sincerely,Macy's Executive Office

Revdex.com:Actually I tired talked with their store manager about this issues and she agreed with my return.But unfortunately I still haven't got any apologies from their cosmetics manager.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]