Macy's

January 06, 2016[redacted]  Re: Claim ID #[redacted]Dear [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.I am so sorry for any inconvenience after contacting us about the WorryNoMore Great Give Back voucher. Please be assured that the service you received from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate you bringing the situation to our attention. You should have been advised of our policy regarding WorryNoMore at the time of your purchase. The information provided by WorryNoMore is correct.  After the WorryNoMore extended warranty has expired, you must contact them directly to advise you qualify for the Great Give Back voucher that can be used to purchase merchandise only from Macy's Furniture and Bedding department in store. The voucher expires 90 days after receipt. However, as an accommodation, I have submitted an adjustment for the WorryNoMore fee that was applied to your original order.  Please allow up to 14 business days for your credit totaling $199.00 to post to your Macy's account. Thank you for allowing us the opportunity to respond to your concerns.  If you have any questions regarding this matter, please feel free to contact me at the telephone number listed below.  Sincerely,Angela L.Macy's Executive Office###-###-#### Extension [redacted]cc: Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have contacted the customer and addressed all issues he was experiencing. He initially had placed an order for a tuxedo that cancelled without notification to him and was upset due to it was no longer available. After speaking with the customer I advised that we can locate a comparable tuxedo and I would honor the pricing he originally paid. He placed the order and once it is picked up at his local store I will adjust accordingly. Based on this information we consider this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]
 
June 16, 2016
 
 
[redacted]
 
Re: Macy's [redacted] Account Ending in [redacted]
    Complaint ID [redacted]
 
Dear [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.
 
Please accept my sincere apology for any inconvenience you may have experienced regarding the above-referenced account.  As customer service is crucial to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided.  It appears that we fell short of our goal to provide you excellent customer service. 
 
A review of your account shows that our Fraud Department investigated your fraud claim and in December 2015, removed the fraudulent charges that were originally reported, totaling $4,245.26.  Additional fraudulent charges were not removed at that time as they were not included in the original claim; however, please know we will clear the remaining balance totaling $1,317.92 to bring the account to a zero ($0.00) balance.
 
We will also clear our internal records of any delinquency associated with this issue, and will also ask the credit reporting agencies to update their records and delete any history of delinquency from the time period of December 2015 to the present.  Please allow the agencies thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of our request.
 
[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.
 
Sincerely,
 
 
 
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted]
    The 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.  
When I sign in to my Macys account it says I need to return the item. Please confirm this will be updated as I already did return the item. Here is the message that is there: Reminder: Please send your original item(s) back or return in store view order details
[redacted]

[redacted]   [redacted]
January 25, 2016
[redacted]
Re: Revdex.com ID
#[redacted]
       Receipt of Macy's Money
Dear
[redacted]: 
I am
in receipt of your rebuttal forwarded to us by the Revdex.com.  As a representative of the Macy's Executive
Office, I was asked to review and respond to your concerns regarding the receipt
of Macy’s Money from the previous complaint. 
I tried to discuss the matter with you personally on January 21, 2016,
but the telephone line kept dropping the call. 
I left a voicemail with the information provided in this letter. 
I
understand your concern regarding the receipt of the $25.00 Macy’s Money
referred to in my letter dated January 20, 2016.  We are unable to send Macy’s Money through
the Revdex.com portal. The
Macy’s Money was sent to the address listed on the original complaint (and the
same as the one above) under separate cover. 
I regret any confusion I may have caused.
[redacted], if I can be of further assistance, please do not hesitate to contact me at
the telephone number listed below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Revdex.com

January 21, 2016
[redacted]Cincinnati Revdex.com1 E Fourth St,Suite 600
Cincinnati, OH 45202
Revdex.com Complaint #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced
customer and have resolved all matters as...

expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Jan B.
Macy's Executive Office
###-###-#### Extension
32264
cc: [redacted]

January 11, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   I am in...

receipt of the complaint filed with the Revdex.com as well as your letter addressed to [redacted], Chairman and CEO of Macy's, Inc. 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.    In researching this matter, our records confirm that for the billing statement ending May 24, 2016, the balance was $39.99 with a minimum payment of $27.00 due by June 20, 2016.  We received a payment of $27.00 on May 27, 2016.  For the billing statement ending June 23, 2016, a payment of $14.99 was due by July 20, 2016.  When no payment was received, a $2.00 interest charge was added, bringing your balance due for the statement ending July 24, 2016, to $16.99.  Late fees started to accrue in August 2016 and continued monthly, along with interest charges, until we received your payment of $39.98 on November 1, 2016.  As a courtesy, $72.98 in late fees were removed, bringing your account to a zero ($0.00) balance.    According to the Department Stores National Bank Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the payment due date.  The fee will be $27.00; or $37.00 for any additional past due payment during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.  My review of this matter found that all interest and late fees were correctly charged to your account in accordance with the Credit Card Agreement.    Further research confirms that electronic billing statements were sent to the email address provided of [redacted].[redacted].  Email alerts are sent to inform a customer when an available statement is available to view.  To view the statement, you must click the link enclosed in the email which will direct you to view your billing statement.  I confirmed that the e-mail billing alerts were successfully delivered to your email address and emails were opened on the following dates:   ·         June 27, 2016 ·         July 27, 2016 ·         August 27, 2016 ·         September 27, 2016 ·         October 28, 2016 ·         November 26, 2016   According to the terms of the Department Stores National Bank 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.  This also includes updating your e-mail address and phone number when it changes. It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Since the information we are reporting is accurate, we are unable to remove the delinquency from your credit report as you requested.  However, on November 16, 2016, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting".   [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter.  Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. 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 find that this resolution is satisfactory to me so long as the faux fur collar is received and I don't have to take my time to return the coat they sent me (without the faux fur collar) as they initially requested in order to have another coat sent.  I was just contacted today 12/21 by Macy't, so I have not gotten the faux fur collar yet to attach to the coat.  I would like to note that their Customer Service Dept is terrible and I am very disappointed in their handling of this matter until I contacted & filed a complained with the Revdex.com.  Three weeks later and finally someone has decided to send me the piece that was missing from the coat without causing the customer the hassle of standing in line at the [redacted] and driving around to the [redacted].  Something so simple especially when it was their error. Thanks You Revdex.com for your help!
Regards,
[redacted]

March 15, 2018[redacted]RE: Revdex.com Case #[redacted]Macy's Account for [redacted]Dear [redacted]:I am in receipt of your Revdex.com complaint submitted on behalf of [redacted] regarding her Macy's account. As a liaison in Macy's...

Executive Office, I was asked to review and respond to this request on behalf of Department Stores National Bank (DSNB).Because you are not listed on [redacted] account either as a joint or an authorized signatory, it is not the Bank's policy for us to correspond with you regarding [redacted] account; therefore a separate response is being addressed to [redacted] directly.Thank you for contacting out office, and allowing me the opportunity to respond. If you have further concerns or questions, feel free to contact me personally.Sincerely, Briana D.Macy's Executive Office###-###-#### Extension [redacted]Cc: [redacted], Revdex.com

May 10, 2016[redacted]Dear [redacted]: Thank you for taking the time to speak to me regarding your complaint ID [redacted]. As per our conversation, I processed a credit in the amount of $26.38. I also processed a credit for $1.93 for an...

item that is still showing as 'in transit' on your order. You should see these credits reflected on your account with 3 - 5 business days.Based on the above, Macy's considers this matter closed and resolved satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

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.   
The first correspondence on this matter was a letter I received from the collection agency. As I already explained, I contacted the Agency the same day that it was received. The person I spoke with on the phone could not answer my question on what Macy's had done to contact me and I was told to call Macy's. However, I had attempted to call Macy's Card Services on multiple occasions and I was not treated with respect as a customer should be treated. Furthermore, I was not even given the respect to be spoken to on this matter as I was screamed at and yelled at and told I could NOT under any circumstances speak to a supervisor, that all my dealings had to be with the collection agency. This should have never gone to a collection agency in the first place. My phone number is on file with you guys. My address is on file with you guys. But that is not how you chose to operate and conduct business. I may not have received the letter that Macy's attached on the grounds that I live in a condo and they left off my unit number. That is not my fault as they have my unit number. The bills have started to come via paper to my home again once the Revdex.com complaint had been filed and it came addressed to the proper unit number and when I tried to call and deal with it, I was once again yelled at and scolded that I needed to contact the collection agency. In my opinion, Macy's has a long way to come to meet World Class Customer service which is something I learned about while in the industry working for [redacted]. I have done everything in my power to rectify this situation as soon as I was aware and Macy's Card services has been a road block....period! As stated previously, I am willing to make the payment that I am faulted for, less the late fees as this was not my doing with Macy's hidden restrictions on online payment moving my account to electronic bills was their doing, not mine! The fact I was not notified is why I now owe $300+ more  and I refuse to pay for their mistake. Furthermore, they have ruined my credit over this. I am a hard working veteran that does her due diligence to work hard, further my education and pay my bills on time. With everything on my plate and my memory issues, I sometimes am a little late, but always very apologetic and pay the late fees on what is actually my fault. Once they restore the credit they have ruined, I will pay the money I spent. They need to look at how they conduct business and fix their mess on their end. 
Regards,
[redacted]

January 2, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   I am in...

receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience you may have experienced.   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. This may result in a statement containing only an interest charge.  My review of this matter found that all interest was correctly charged in accordance with the Credit Card Agreement.    Applying this billing policy to your account, the $3.67 interest charge was for interest charged on your account balance between the last bill date of November 9, 2016, and the date (December 4, 2016) that your $223.50 payment was applied to your account referenced above.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  As a courtesy, I have removed the $3.67 interest charge, bringing your account to a zero ($0.00) balance.    In the future, please feel free to call our Credit Customer Service Department to answer any billing questions or concerns you may have regarding your account.  We have a well trained staff that is available and happy to assist you with these types of matters.  You may call the number on the back of your card to reach this department at ###-###-#### and the hours of operation are Monday through Saturday, 8:30am to 9:00pm, and Sunday 11:00am to 8:00pm, EST.   [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 do not hesitate to contact me.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]
  cc: [redacted], Revdex.com

February 18, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I am in receipt of [redacted] complaint. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. Unfortunately, I have been unable to speak to [redacted]...

directly. I have, however, left her a message regarding her concerns. I have informed [redacted] that I sent her a new gift card to accommodate for the one that was not replaced under separate cover. Based on the above, Macy's considers this complaint closed and resolved. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

June 26, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint ID #[redacted]
        Macy’s account ending in [redacted]
 
Dear [redacted]...

[redacted]:
 
I
am in receipt of your complaint filed with the Revdex.com.  As a liaison in Macy’s Executive Office, I
was asked to review and respond to your concerns on behalf of Department Stores
National Bank.  Please accept my sincere
apology for any frustration you may have experienced concerning the delinquency
reported to the credit reporting agencies for your Macy’s account referenced
above. 
 
Be
assured that the service you described is not typical of the level of quality
customer service that we strive to provide. 
Macy’s goal is to have professional and courteous associates available,
so that all of our customers’ questions and needs are addressed and resolved
efficiently.  We promote respect for all
our customers and we do not tolerate any rude behavior.  Although it is disheartening to hear that we
did not meet your expectations, your feedback is valuable to us, as it gives us
the opportunity to follow up with the appropriate action. 
 
Upon researching this
matter, I found that on February 1, 2015, you elected to receive only electronic
billing statements through macys.com and the CheckFree® website.  However, on February 19, 2015, you canceled your
enrollment with CheckFree.  Our records
show that email notification of your billing statements for the period ending
February 20, 2015, through May 20, 2015, were successfully delivered to your
e-mail address at [redacted] based on your preference.  On May
23, 2015, your account was temporarily changed to receive both electronic and
paper statement due to missed payments, and your May 2015 billing statement was
mailed to the address listed above. 
 
We
did not receive the required minimum payment for your April 20, 2015, and May
20, 2015, due dates and your account was charged late fees and interest charges
for both months.  A 30-day delinquency
was reported to the credit reporting agencies for May 2015, in accordance with
the Department Stores National Bank Credit Card Agreement.  We received your $202.00 payment on May 31,
2015, and your $200.86 payment on June 7, 2015, which brings your current
balance to $1,024.20.  I am attaching a
copy of the Credit Card Agreement, along with your monthly billing statements
from March 20, 2015, through June 20, 2015. 
 
Regrettably,
we are unable to remove the delinquency reported for May 2015 from your credit
report as it correctly reflects the payment history on your account at the
time.  It is not the bank’s policy to
remove any delinquency from your credit report unless it occurred as a result
of a bank or billing error.  As a credit
provider, we have an obligation to accurately report all account activity,
either favorable or unfavorable. 
However, on June 11, 2015, we instructed the credit reporting agencies
to update their records and report your account as "customer disputes
reporting".  
[redacted], I understand that this is not the resolution you are seeking, but we
are required to maintain and adhere to specific policies and procedures in our
credit practices so that all our customers nationwide can receive fair and
consistent treatment.  If I may be of any
future assistance, please do not hesitate to contact me directly at the
telephone number listed below.
 
Sincerely,
 
 
 
[redacted]
Macy’s Executive Liaison
###-###-#### Extension
[redacted]
 
Enclosures
 
cc:  [redacted], Revdex.com

December 23, 2015
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all...

matters as expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

[redacted]   [redacted]
 
September 21, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Account Ending in [redacted]
 
Dear
[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).
 
Our
records indicate we previously responded to you regarding this matter on June
29, 2015.  A copy of our correspondence
is enclosed for your review.  Your Macy's
account ending in [redacted] was opened on April 9, 2009, and was not a pre-paid
account.
 
Please
know, as of the date of this letter, the below information is currently
reporting for this account.
 
Open
Date: April 9, 2009
Last
Purchase Date: May 8, 2010
Last
Payment Date:  May 8, 2010
Charge-off
Date:   December 8, 2010
Balance:  $293.58
 
On
June 29, 2015, I sent copies of the monthly statements for the billing period
ending on May 8, 2009, through the billing period ending on January 8, 2011,
along with the DSNB credit card agreement and copies of all available purchase
receipts to the mailing address listed on your above-referenced Macy's account
for your review.  
 
Unfortunately,
we are unable to remove your account or the delinquency associated with this
account from your credit report. 
However, on June 24, 2014, we instructed the credit reporting agencies
to update their records and report your account as 'customer disputes
reporting'.
 
Please
know, we are no longer actively collecting on this debt.  You will receive no further calls or letters
for payment on the balance, which will remain on our records.  Nevertheless, your Macy's account is
reporting accurately as an unpaid charge-off on your credit report.
 
If
we may be of further assistance, or if you have any additional information that
may be pertinent to your inquiry, please contact a Recovery Department
representative at ###-###-####.
 
[redacted]
[redacted], I hope that you can understand our position on this matter although it
may differ from your own.  Please 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,
 
 
 
Caroline H.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
Enclosure
 
cc: Cincinnati Revdex.com
      Complaint ID [redacted]  
The Macy's card is issued by Department Stores
National Bank.

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.  The star rewards credit card was promoted for savings and a line of credit.  Since at every attempt to use it Macy's gave excuses that it could not be used (excluding the one successful attempt) and did not attempt to remedy the problem, I could not build credit nor obtain savings by its use.  This in turn also affects my credit score, since a longtime card is vanquished.  The flat response suggests that Macy's is still not interested in making right by this.  Where I come from, the card would be considered a scam and false advertising.  It amazes me that they have no reference to dozens of purchases made over this time - obviously not with the card since they failed to make the card work.  Not happy.
Regards,
[redacted]

March 31, 2016[redacted]Dear [redacted]: I am in receipt of your complaint ID [redacted] 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...

Macy's, please accept my apology for any inconvenience you experienced due to not receiving your refund for missing items. As per our conversation, I have processed a credit in the amount of $48.54, which will be put back on your Visa. You should see this credit within 3-5 business days.Thank you for taking the time to speak to me regarding your issue.Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Revdex.com:
Ms. Collette, with Macy's Executive office has reached out to me and was very helpful and informative.   She explained to me why the error may have occurred and apologized for any inconvenience that may have caused me.  She was very polite and informative.  I appreciated that!!!  She has restored my confidence in Macy's.   Thanks Ms. ColIette for your professionalism shown towards me. 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]

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.   They also have the information wrong, I've never said anything about an "ex-wife" using my account. They are try to charge me nearly $1,500 for something I've never used. 
Regards,
[redacted]