Macy's

January 21, 2017   [redacted]   Re: Revdex.com Complaint #[redacted]       Macy’s account ending in [redacted] (lost/stolen account)       Macy’s account ending in [redacted] (new...

account)   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 be assured Macy's takes the security of all of our customers very seriously. Security and privacy are top concerns for Macy's accounts, as well as our customer's personal information. The letter you received was sent after someone called with your account information and requested to add an authorized buyer.  Since the individual was unable to pass our security verification, an authorized buyer was not added at that time, but we sent a letter to you advising that one had been requested.  Our Consumer Protection Department has since spoken with you and reported your account ending in [redacted] as lost/stolen and a new account ending in [redacted] was set up for you.  The new account currently has a security hold on it; please contact our credit office before you attempt to use your card for the first time.  I am truly sorry for any concern our letter caused you.    Thank you for allowing me the opportunity to respond to your concerns. Your continued loyalty is important to us, as well as appreciated. If you have any questions regarding this matter or anything else I can assist you with, please feel free to contact me at the telephone number listed below.   Sincerely,     Andrea H. Macy’s Executive Office ###-###-####   CC: [redacted], Revdex.com

[redacted]   [redacted]   July 13, 2016     [redacted]   Re: Macy's 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.   Please accept my personal apology for any additional inconvenience you may have experienced with the above referenced account.  In my correspondence dated June 11, 2016, I explained that you could mail a payment to my attention at the address provided and that I would ensure your payment would be applied directly to the account.  Your payment for $25.55 was received in this office on June 22, 2016, and was forwarded to our payment processing center.  Your billing cycle closed on June 18, 2016, after your payment was mailed, therefore, a $15.00 late fee and a $1.00 interest charge was applied to the account.  Please be advised these fees have been removed and your account balance is now zero ($0.00).  I apologize for any inconvenience this may have caused.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,       Nancy M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted]     The Revdex.com The Macy's card is issued by Department Stores National Bank.

[redacted]   [redacted]
November 23, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy's account ending [redacted]
On behalf of Department Stores National Bank: 
Contact Date
with Customer:  November 23, 2015
Complaint
Summary:  [redacted] has recently had financial
difficulty but Macy's would not offer a payment arrangement.  When she contacted us and requested a payment
plan or settlement, she was declined and told the account had to be current
first.  She would like to settle the
account. 
Resolution:  I called [redacted]
and apologized for her experience and any incorrect information.  I verified the account does not need to be
current before she can apply for a payment plan or settlement.  I explained someone with the payment
assistance department would contact her directly to complete the application on
the phone.  In addition, I advised I
could not guarantee she would qualify for a program or settlement and if she
does, I could not tell her for what amount. 
I thanked her for speaking with me today and wished her happy holidays. 
Rhea B.
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.   
There was not an offer to fax anything!  Only to send something by snail mail. The 212 number that I was given to lodge a complaint was not accurate. There should have been a 800 number where I could actually talk to someone., The customer service should not be open on the weekends unless they can provide proof of a transaction which they insisted at the time that they could not do, Most importantly, I did not close the account that the money was charged to. Macys did and told me that I needed a new credit card. Then they applied money to an account that was supposedly closed. If I had not caught their mistakes, the payment would not have been made correctly and interest could have accrued. Besides lousy customer service, Macy's set me up for charges that I did not make. I feel there should be some action to resolve that part of the issue. Others might also be affected!!!
Regards
[redacted]

[redacted],Just a follow-up regarding ID# [redacted], again we have tried multiple times to contact the customer. Unfortunately we have not been able to establish contact. Therefore we consider the matter to be closed.William A.Macy's Executive Office###-###-####

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.  I do not have any letter stating any information relative to what was mentioned. In addition, I do not recall signing or acknowledging the aforementioned terms. As previously stated, during the month of July I had invasive surgery and was disabled for 7 weeks. I did not return to work until September 7. During the months when I was in good health, my payments were made timely. It behooves me that a company the size of Macy's would not honor an agreement and understand that my circumstances changes as a result of being disabled. This is just another way for big companies to rob the middle class with high interest. I could understand if no payment was made at all, but keeping a roof over my child's head and electricity in our home will always come before making a credit card payment. I think it's terribly shameful that you and your company would respond in the negative manner. I will prefer consulting with an attorney than accepting this and paying interest on a card that is no longer active. This has changed the time to pay it off from 3 years to 15 years...absolutely absurd.  
Regards,
[redacted]

Hi,During my reply I attached my repair receipt but for some reason the repair receipt did not stay attached at least it was not in the cc I received.  I would like to make sure you have that because that repair document is very important and shows why they would accept my watches and do all this work when they knew from the get go that I do not have the receipt.Please note few things in the repair receipt it is written by their employee that the watches have been repaired by them in the past and they keep draining the battery please investigate and fix the issue. It also states to repair the issues and it is reminding them that we are moving to expedite the process and all this was over 3 months ago.  Looks like Robin also hand wrote on this document that they will mail it to my new address if they do not get it fixed before we move and I asked her to sign it. Anybody with even a little common sense would understand that these watches are going for repair and they will be repaired asap due to my move. Why would you take it otherwise.  Ask Robin she got the permission from other lady who said macys will eat the cost maybe Robin might tell the truth.  If you have any questions please free to call me. Thank you[redacted]

[redacted]   [redacted]
 
September 14, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
Re:  Shopping Experience
 
Dear [redacted]: 
 
I am in receipt of your recent complaint...

filed with the Revdex.com regarding your checking account being charged multiple times for one transaction.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns.  It was a pleasure speaking with you on September 3, 2015. 
 
I was disappointed to learn about the system failure that you experienced when making a purchase at the Macy's [redacted] location that caused your purchase to debit your checking account three (3) times.  I was also sorry to learn about the level of service that you described receiving from the associate and the manager who assisted you.  Please be assured that the service you received from our staff is not typical of the high level of quality customer service we strive to provide, and we appreciate your bringing the situation to our attention. 
 
As a company committed to outstanding customer service, Macy's goal is to have professional and courteous sales professionals available within every department so that all of our customers may have a positive and rewarding shopping experience.  Although we do not like to hear that we did not meet your expectations, your comments are important to us, as they provide us an opportunity to follow up with the appropriate action. Therefore, I have forwarded your feedback, as well as my response, to the Store Manager, [redacted], at the Macy's [redacted] location, where he will address these issues with the associate and manager involved.
 
Upon review of your checking account, we confirmed that the two additional charges were credited back to your account.  We also issued you a check, in the amount of $36.00, to reimburse you for the overdraft fee charged to your checking account as a result of a Macy's purchase being debited to your account three times.  You will receive this check under separate cover within seven (7) to ten (10) business days. 
 
[redacted], thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If you need additional assistance, please do not hesitate to contact me at the telephone number listed below.
 
Sincerely,
 
 
 
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  Revdex.com
     Complaint ID: [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.   
Regards,
[redacted]  To assist us in bringing this matter to a close, we would like to know your view on the matter.       * Has the company addressed the issues of this dispute?  No     * If not, why?  They said that I had to talk to a supervisor I did and the supervisor only waive $6 which was the current amount and was saying that it was a system mistake but did not wanted to go back.     * Has the company met the agreement they outlined in their response?N/A

February 15, 2017   [redacted]   Re:  Revdex.com Complaint ID #[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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   Macy issued gift cards purchased at a Macy’s store or online at macys.com are Macy’s products.  If a gift card is purchased at a third-party merchant, unfortunately we are unable to guarantee the authenticity of those gift cards as they are not a Macy’s product.   I understand your frustration and sympathize with your inability to use the card given to you as a gift but regrettably, we are unable to replace this gift card.  I would suggest going to the merchant where the gift card was purchased and raising your concerns with them.   Please be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with all applicable laws.  There was never any intention to be deceptive or misleading as you stated in your complaint and we regret that you feel otherwise.    Thank you for providing your feedback and suggestions regarding the CID.  I can assure you that it has been forwarded to the appropriate Manager for consideration.   [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.  We hope you will allow us the opportunity to exceed your expectations in the future.  Please do not hesitate to call me at the telephone number listed below if I may be of assistance on another topic.   Sincerely,     Monique M. Macy’s Executive Office
[redacted]     cc: [redacted], Revdex.com       Manager, Gift Card Department

June 15, 2016 [redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in [redacted] Dear [redacted]:  We are in receipt of your complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your continued concerns regarding your Macy’s [redacted] account on behalf of Department Stores National Bank.  Please accept my apology for any inconvenience this matter may have caused.  My review of your account found that when late fees and interest charges were adjusted from your account in December 2015, a step was omitted which would have prevented another minimum interest charge being applied for carrying forward a balance from the previous month.  However, the accrued $6.00 in interest charges were correctly removed from your account on May 24, 2016, and no additional fees have been applied.  This letter will confirm that your account is open and has a zero ($0.00) balance.  [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us and we truly appreciate having your continued loyalty.  If I may be of any further assistance, feel free to contact me at the telephone number listed below.  Sincerely,  Michael J.Macy’s Executive Office  ###-###-#### Extension [redacted] cc: [redacted], Revdex.com

May 27, 2016[redacted]
[redacted]
[redacted]  [redacted]Re:  Revdex.com Complaint #[redacted]On Behalf of Macy’s:Contact Date With Customer:  May 26, 2016Complaint Summary:  [redacted] explained that she purchased a shirt while on vacation in Florida at...

the Macy’s Orlando Fashion Square Mall on March 2, 2016.  When she returned home to Alabama, she discovered the security tag was still attached to the shirt.  She indicated there were no Macys stores near her, and had waited over three weeks to receive a return shipping label from the store in Florida as promised.  The customer requested to return the shirt and receive a refund for her purchase.Resolution:  The Macy’s Executive Office sent an email to the Store Managers, Ms. Courtney O., and Ms. Deirdre P.on April 4, 2016, summarizing the issue and requesting to have a return shipping label sent to the customer.  On May 9, 2016, we received a confirmation email from Ms. O. that the issue was taken care of and had been resolved to the customer’s satisfaction.  Additionally, the Executive Office reached the customer by phone on May 26, 2016, to confirm that everything was resolved regarding the return and refund of the shirt.  The customer agreed that the store had sent the return label, and credited her credit card back for the shirt, as well as all return shipping fees.  I apologized for the oversight.  [redacted] is welcome to contact me in the future if she should need further assistance.  Sincerely,Alison G.Macy’s Executive Office###-###-####, extension [redacted]

[redacted]   [redacted]
 
July 23, 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.
 
Thank you for the courtesy extended during our telephone conversation on July 16, 2015.  This letter will confirm our discussion.
 
As we discussed, the payment of $35.00 using the checking account number ending in 0491, made on July 4, 2015 through our Voice Recognition Unit (VRU) was returned on July 8, 2015, the reason for the return indicated the checking account used for the payment was frozen or blocked.  The $35.00 payment you made with one of our Credit Customer Service representatives by telephone on July 9, 2015, with the checking account number ending in 0491, was returned on July 14, 2015, because the checking account used was frozen or blocked.  If you believe these payments were returned in error, please contact your bank.
 
We have thoroughly reviewed our systems and the above-referenced account, and determined that there was no error on Macy's part that caused the payments to be returned.  Also, there is no block on the above-referenced Macy's account that would prohibit a payment from being applied to the account.
 
Macy's offers numerous ways to make payments on a Macy's credit card.  You may mail payments, pay by telephone, pay online at macys.com, pay in store, or use another web bill pay service.  When mailing payments, please send them seven (7) to ten (10) business days before your due date to ensure they are received timely and to avoid a late fee.  Our Online Bill Pay service on macys.com is free of charge and payments post to your account with the date you make them online.  Of course, you may pay at any register in our stores, and those payments post immediately to your account. 
 
I understand from our conversation that you have experienced difficulties viewing the above-referenced Macy's account online at macys.com, as you state it has been removed from your macys.com profile.  Please know, Macy's does not change or alter a macys.com profile without the permission from the macys.com profile holder.  Our records indicate Macy's, or anyone working for Macy's, did not remove the above-referenced Macy's account information from your macys.com profile.  Since the account was removed from your macys.com profile, you will need to add the account number listed on the monthly billing statement to your profile.  To add the account number please log in to your macys.com profile navigate to the “My Account” link at the top of the page.  Then proceed to the “My Profile” link on the left side of the page.  Next click on the red button labeled “Add Another Card,” type in the account number and the last four digits of the social security number associated with the account. Finally, click the red “submit” button, which will complete the process for adding the above-referenced Macy's account to your macys.com profile.
 
On July 8, 2015, the above-referenced Macy's account was charged a $25.00 return check fee; however, on July 9, 2015, that return check fee was waived as a courtesy.  In the interest of customer service, I held the late payment fees and interest charges for one (1) month so you may have enough time to submit a replacement payment.  As of the date of this letter, the above-referenced Macy's account has a balance of $557.06 with a Now Due amount of $50.00.
 
Ms. Lewis, thank you again 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,
 
 
 
Caroline H.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted]
    Cincinnati Revdex.com Complaint ID [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.  
[I dont agree with Macy's Response. I require that Macys provide with the original contract with my signed signature. I requesting this proof according to the FCRA reporting act section 609.]
Regards,
[redacted]

[redacted]Revdex.com1 East Fourth Street Suite 600Cincinnati, OH 45202Re: Complaint ID [redacted]Dear [redacted],We are in receipt of your recent inquiry with regard to the complaint ID referenced above.  Please be advised, as we have conducted a thorough review of her complaint and our files, and because no new information has been provided, our position regarding this matter remains unchanged.  As explained in our response dated May 18, 2016, if she believes the charge to be fraudulent, we will need her completed statement of fraud which was enclosed with my letter.Sincerely,Nancy M.Macy’s Executive Office ###-###-####

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,
Kathy Tourneur

June 22, 2017   [redacted]  [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] Application – no account opened        Macy’s...

store 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.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   I am sorry if there was any confusion during the credit application process.  The signature pad indicates that you will be considered for both the Macy’s [redacted] Card and the Macy’s Credit Card.  If approved for both, you will be asked to select which card you would like.  There is only one credit inquiry done as a Macy’s [redacted] to approve either card type.    To complete the application form, you presented photo identification to the store associate and provided the additional required information through the touch pad at the register, which included your Social Security number, annual income, and household expenses.  A summary of the information was then displayed on the touch pad for your verification and signature before being submitted for evaluation.  My review confirmed that you were approved for a new Macy’s store account on June 3, 2017, and that you immediately used the account to purchase a piece of luggage for a total of $102.81.  The New Account Discount of 20%, $20.55, was applied to the purchase as will be reflected on your first billing statement.    [redacted], because the single credit inquiry was done correctly to establish your Macy’s store account, I am unable to remove it from your credit report.  Thank you for allowing me to respond to your inquiry.  If I may be of further assistance, please call me at the telephone number listed below.   Sincerely, Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

December 30, 2016  [redacted]  Re: Revdex.com 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. I do apologize for the delay in response. Please accept my sincere apology for any inconvenience you experienced due the refund being issued as a gift card and delay for the refund credit back to your [redacted] account. The credit for $16.37 has been issued, you should be able to view this within 10 days. We regret the disappointment in the customer service you experienced. This level of service did not meet your expectations or our own. [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

January 25, 2017[redacted], [redacted]Re: Revdex.com ID [redacted] Macy’s account ending in [redacted]Dear [redacted]:I am in receipt of your additional comments concerning the complaint you filed with the Revdex.com and 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 and frustration this matter has continued to cause.In reviewing your account, I confirmed that the coding on your account has been updated correctly so that your payments will be allocated as you described in your complaint (payment in full of Revolving balance with excess, if any, being paid to the Special Event balance). As shown on page 3 of your billing statement for the closing date of December 30, 2016 (copy enclosed), a total of $138.13 was credited to your Revolving account, resulting in a $0.00 balance and $31.00 was credited to your Special Event account, resulting in a new balance of $1,110.84.I confirmed that we have no record of having issued a $9.20 refund check to you concerning your account. Therefore, you will need to contact the issuer of that check, [redacted], directly for further information.[redacted], I trust this letter will clarify any issue you felt remained unresolved. If you have any further questions, or if I may be of assistance in another matter, please do not hesitate to contact me directly at the telephone number listed below.Sincerely,Carye C.Macy’s Executive Office###-###-####Enclosurecc: [redacted], Revdex.com

April 12, 2017   [redacted], **  [redacted]   Re: Revdex.com Complaint ID #[redacted]       Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   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 Department Stores National Bank.  Please accept my sincere apology for any frustration that you may have experienced regarding the credit on your account and for the problems you encountered in trying to resolve this issue.   My research found that a Credit Balance Refund check in the amount of $100.89 was sent on August 30, 2016, to the billing address we have on file for you.  You contacted us on December 21, 2016, to advise you had not received the check.  At that same time, a request was submitted for a stop payment and a new check was sent on December 26, 2016.  We regret you had to contact us again on February 14, 2017, and March 17, 2017, when you did not receive the refund check sent on February 21, 2017.  On March 27, 2017, we reissued another refund check which you should receive within 7 to 10 business days.    Unfortunately, we are unable to send the check certified mail.  If you would prefer the refund be processed as an electronic transfer directly to your bank account, please contact our customer service department at the telephone number on the back of your Macy’s card.   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, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com