Macy's

We are in receipt of complaint id [redacted] regarding the consumer's returned merchandise.  To resolve the issue, we have debited the funds from the account to place on the consumer's new sale.  The new delivery is scheduled for 11/9.  If the new sale is returned for any reason, the...

return funds will be processed to a new form of payment or issued as a store credit.  Macy's will now consider  this matter closed.   Thanks,   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.   
Regards,
[redacted] Dear Revdex.com:Thank you for your help!  I have no doubt that I would still be spinning the same wheels I have been spinning since last November without your intervention.                       I was not able to access the statements mentioned in the letter from Macys and because I have been assured since November that the problem had been taken care of, I will not drop the complaint until I receive a detailed statement and the check for the overcharge of over $500 ( I cannot seem to go back to the Macy's letter and get the exact amount). Also, if I had actually been in arrears of over $500, what interest would Macys have charged me? I expect the same.

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]

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]

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of complaint ID number [redacted]. 
As a representative of Macy's Executive Office, I was asked to review
and respond to her concerns.  As of
December 7, 2015, an additional credit in the amount of...

$33.95 USD will process
in the next seven to ten business days. 
Based on the above, Macy's considers this matter resolved and closed
satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted]. Since receipt of her complaint we discovered an error in our system and have stopped the emails being sent to her.Based on the above, we consider this issue resolved. Michele S.| Omnichannel...

Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

July 23, 2016       [redacted]  [redacted]   [redacted]     Re:  Revdex.com Complaint ID [redacted]    Dear [redacted]:   We are in receipt of your complaint filed with the Better Business...

Bureau and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry.  Please accept my apology for any concern this situation may have caused and for the delay in receiving your rebates.  While I would have liked to speak with you personally about this matter, I was unable to reach you.  Be assured that Macy’s follows proper procedures in issuing the rebates we offer.    My research confirmed that on July 4, 2016, we processed a rebate for you of $10.00 for the third “Tools of the Trade” item you had purchased in November 2015, as you requested in your complaint.  Please allow up to thirty (30) days to receive it in the mail.  Please be aware that this was done as an accommodation for you outside of our policy, as the rebates offered were limited to one per household.    [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

[redacted]   [redacted]
  October 25, 2016   [redacted] Revdex.com 1 East 4th, Suite 600 Cincinnati, OH 45202   Re:   Revdex.com, Complaint ID [redacted] – [redacted]         Macy’s account ending in [redacted] (closed)   Dear [redacted]:    I am in receipt of the comments you forwarded to Macy’s Executive Office regarding our response to the above referenced complaint filed with the Revdex.com.  As liaison in this office, and because I am familiar with this matter, I was asked to review and respond to [redacted] additional concerns on behalf of Department Stores National Bank.  My response is addressed to you as [redacted] has requested that we cease communication with him concerning his account.   As [redacted] previously established, he opened the above referenced Macy’s account inside of the North Dartmouth, [redacted] Macy’s Store on February 19, 2016.  Customers who apply and are approved for a Macy’s account, qualify for a “New Account Discount” of 20% on their purchases (up to $100.00) for the first two days the account is opened.  This discount is offered on top of any promotions running in the store at the time of approval, and is only offered upon approval as a billing statement credit.  [redacted] purchase of $47.40 was immediately charged to his Macy’s account upon approval for the Macy’s account. As shown on his Macy’s account statement for the billing period ending March 9, 2016, [redacted] was provided a “New Account Discount” of $9.48 for his qualifying purchase.  Per his request, we have sent [redacted] a copy of his receipt for this transaction (copy enclosed).  This receipt includes [redacted] signature affirming that he received and agreed to be bound by the notices and terms of the DSNB Credit Card Agreement, as well as the signature authorizing the transaction.   Our first record of contact with [redacted] was on May 24, 2016, during a collections call made to [redacted], as referenced in our previous letter.  In reviewing the records of the call, [redacted] makes no reference to an unauthorized transaction; rather, he presented a claim of paying cash for the merchandise.  Besides his letter dated May 11, 2016, the only other time our records indicate [redacted] has made the claim that the February 19, 2016, charge was unauthorized, was during his conversation with Macy’s Consumer Protection department on July 16, 2016, when a Fraud Claim was initiated.   We investigated [redacted] claim of unauthorized activity and made the determination that [redacted] is responsible for the charges.  Our denial of [redacted] Fraud claim was based on a variety of factors including [redacted] signature matching several letters he has sent disputing the charges.   We have attempted to resolve this matter amicably by removing three (3) months of late fees (totaling $111.00) and three (3) months of interest charges (totaling $9.00), as a courtesy to [redacted].  While we are unable to offer any additional credits to [redacted], I welcome the opportunity to answer any questions you, or [redacted] have about this matter.  My contact information is listed below.   Sincerely,     Stephen C. Macy's Executive Office###-###-#### Extension [redacted]   Enclosure

Dear 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. For your reference, details are stated below.Macy's response outlined in the letter dated May 2, 2017 from Rhea Belyeu is not satisfactory of how Macy's should conduct business and treat customers. Macy's reported two (2) accounts lost/stolen and transferred the fraud balance several times back and forth between three (3).  That's not systemically done, but rather manual by Macy's employees. Since December 19, 2016, I have been going back and forth with Macy's to correct this issue until finally Macy's reported the fraudulent charges to the Credit Reporting Bureaus, drastically effecting my credit score. You are incorrect when you stated that there was no impact on me or my credit report. To the contrary and as stated in my previous response, my credit score dropped 87 points and is still lower than the original score before Macy's reported fraudulent charges on my account in Marcy 2017. Most recently, I received a Macy's statement showing current account ending in [redacted] with a $2 charge that's due May 20, 2017. That $2 charge is now showing on my current credit report, therefore this matter is no over yet. When this matter is finally resolved, I will close out the account ending in [redacted] and will not obtain a Macy's charge account again. As for this complaint, the Revdex.com can close it out with a unsatisfactory response from me (the consumer). Again, I would like to thank the Revdex.com and the staff for the assistance they provide to people in need of help.  
Sincerely,
[redacted]

. December 14, 2017     [redacted]   Re:   Revdex.com, Complaint ID [redacted]          Macy’s account ending in 3200   Dear [redacted]:   I am 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 concerns on behalf of Department Stores National Bank.    In reviewing our records, we received an escrow check from your title company, [redacted], on October 26, 2017, in the amount of $2,011.00.  When payments are received in our payment facility, they are automatically processed by machines that scan and apply payments to customer accounts.  When a payment is received and our system does not recognize the owner, this payment is scanned and set aside for a manual review by a payment researcher.  Unfortunately, your check did not contain enough information for us to associate it to your account; therefore, we put the funds from this check in a holding account until we could identify which Macy’s account it belonged to.  We sent a letter to your title company on November 6, 2017, requesting additional information.  On November 14, 2017, you returned this letter via fax to our payment research department and an investigation was opened for your payment.    Please be assured the bank complies with all applicable credit servicing laws and regulations. At no time did we refuse to apply your payment.  Upon receipt of your documentation, an investigation was initiated and we made every effort to resolve the payment dispute as fast as possible.  The payment amount in question was placed in dispute so that you would not have to make another payment during our investigation.   Unfortunately title companies often send escrow checks with inadequate information about the account they are directing a payment to.  We have staff solely dedicated to researching and resolving these concerns, and they resolve these inquiries in the order received.  Our Customer Service Team will provide a timeframe of up to two billing cycles for resolution of a payment dispute because this is the timeframe we are allotted by the Fair Credit Billing Act.  We rarely encounter a payment dispute that takes longer than one or two weeks to resolve.  I regret any confusion this may have caused.   On November 17, 2017, you initiated an online chat and requested the status of our investigation.  The representative advised that the payment investigation had been initiated and they provided our payment investigation fax number so that you could send us any additional documentation you felt was pertinent to your inquiry.  On this date, you submitted two (2) faxes with a copy of the cancelled check.  You faxed in the same documentation five (5) additional times from November 20, to November 24, 2017.   On November 24, 2017, our payment research department linked the escrow check to your account and submitted it for processing.  Processing was completed on November 29, 2017, and your payment was credited to your account.  Because the payment was received originally on October 26, 2017, the payment was considered received as of this date and credit to your account in the amount of $20.28 was applied to refund you for the interest charged from October 26, 2017, through November 29, 2017, when our investigation was complete. As of the date of this letter, your account currently has a credit balance of $86.41.   [redacted], thank you for bringing this matter to our attention and allowing us the opportunity to confirm this is resolved.  If I may be of further assistance to you, please feel free to contact me directly at the telephone number listed below   Sincerely,   Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
November 23, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
      Macy's [redacted] account ending...

in
[redacted]
Dear [redacted]: 
I am in receipt of a complaint submitted by [redacted]
[redacted], to the Revdex.com and forwarded to Macy's Executive
Office.  As a representative of this
office, I was asked to review and respond on behalf of Department Stores
National Bank.  Since this is an
individual account in your name only, I am directing my response to you.  Thank you for the courtesy extended to me
during our phone conversations on November 10 and 11, 2015.   
I was disappointed to learn of the problems you
encountered in accessing your account online, I contacted our Tech Support Team
requesting they contact you directly to resolve your account access issues on
November 10, 2015.  While they were
assisting you, I removed your account from receiving collection calls due to
this issue.  For clarification, our calls
are intended as a courtesy to remind customers of a recently missed payment,
and are also an opportunity to assist our customers with maintaining a good
payment and credit history with us. 
Please accept my sincere apology if you felt otherwise.   
As a courtesy, we removed $65.00 in late fees and
$5.54 in interest charges related to this issue, which will be reflected on
your next billing statement.  [redacted]
[redacted] confirmed you were able to access your account online, view billing statements,
and schedule payments during our telephone conversation on November, 11,
2015.  I also cleared our internal
records of the delinquency associated with the payment for the billing periods
of October and November 2015, and have requested the credit reporting agencies
update their records and delete any history of delinquency for the same time
periods.  Kindly allow the agencies
approximately seven (7) to ten (10) business days to make the necessary
corrections to update their records. 
This letter will serve as confirmation of our request.  As of the date of this letter, your account
has a zero ($0.00) balance. 
[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 directly at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

April 4, 20|7[redacted] Re: Better Business Complaint ID [redacted]Macy's Account Ending in [redacted]Dear [redacted]:I am in receipt of your complaint forwarded to us by the Revdex.com. As a liaison in Macy's Executive Office. I was asked to...

review and respond to your uncerns on behalf of Department Stores National Bank (DSNB),Please accept my sincere apology for any confusion regarding the above-referenced Macy's account. Your Macy's account is issued by DSNB, a division of [redacted]. Our records do not show a payment for the balance was made on your account. If you have proof of payment(s) made to [redacted] toward the above referenced Macy's account. please forward it to my attention at the address shown above, and I will be glad to investigate further.As of the date of this letter, the information below is currently reporting for this account.Open Date: April 4, 2008 Last Purchase Date: July 2, 2010 last Payment Date: November 7. 200 Charge-off Date: July 6, 2011 Baulance: S47.44A voluntary payment may be sent to my attention at the address above. Once the payment is received, the credit reporting will be updated to show the account as a paid in full charge-off.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 Inol hesitate lo contact me. Sincerely, Nancy M.Macy's Executive Office I-###-###-#### Extension [redacted]cc: [redacted]The Revdex.comThe 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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted], I am in receipt of complaint ID [redacted] for [redacted]. We have spoken to the customer and explained that the items on shipments 1 and 3 had been returned back to us. Per the customer, she told [redacted] that she did not want them. [redacted] advised she has received emails requesting the items back. We assured her that the emails would stop and partnered with another department to ensure this was taken care of. At this time, Macy’s considers this issue resolved. Jill B. | Omnichannel Presidential-Store AdministratorOmnichannel Selling and Service Escalation Team | MCCS Executive Office

[redacted]   [redacted]
*   September 16, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]   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 on behalf of Department Stores National Bank.  Please accept my sincere apology for any frustration this matter may have caused you.   Be assured that the problems you experienced are not typical of the level of quality customer service that we strive to provide.  I was disappointed to learn of your recent experience when you contacted our online customer service department attempting to resolve the issue with your order that was not received.  Our goal is to have professional and knowledgeable representatives and managers available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  Therefore, I would like to thank you for the time you took to share your feedback, as it directs our attention to areas in which we can improve our service quality.   Upon review, I found that on August 29, 2016, the online order was credited back to your account in the amount of $37.92, as well as the late fees ($68.00) and interest charges ($10.00), resulting  in a zero ($0.00) balance.  Additionally, on September 16, 2016, your account was re-opened.   Furthermore, we have cleared our internal records of any delinquency associated with this issue and requested that [redacted], [redacted], and [redacted] delete the delinquencies for July and August 2016.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.   [redacted], thank you for bringing this matter to our attention and allowing us the opportunity to respond.  Your continued loyalty is important to us, and I am sorry this issue was not resolved sooner.  If I may be of any further assistance please contact me at the telephone number listed below.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

May 2, 2017     [redacted]   Re: Revdex.com, Complaint ID [redacted]         Macy’s account ending in [redacted]   Dear [redacted]:   Your complaint filed with the Better...

Business Bureau was forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).   In reviewing your complaint, I see the concerns you share were also voiced in your complaint filed with the [redacted] (Case #[redacted],) and we responded to this complaint on March 17, 2017.  It is regrettable to learn that you feel our previous response did not adequately answer your concerns and that some misunderstanding remains.  Please be advised, despite your second complaint filed with a different agency, our position has not changed and we are unable to request a suppression of any reporting of your account activity with the credit reporting agencies.  I have enclosed a copy of our previous response to the [redacted] complaint for your review.   You can be assured the Bank complies with all credit laws and regulations and we do not engage in unethical activity.  Thank your for allowing me the opportunity to respond to your concerns.  Should you have any questions, please feel free to contact me at the telephone number listed below.   Sincerely,   Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]    Enclosures / mailed May 2, 2017    cc:  [redacted], Revdex.com

After four days of trying to resolve this issue with Macy's customer service, they have finally reached out to me and stated they will be refunding my shipping charges.  Please close this compliant.Thank you,[redacted]

[redacted]   [redacted]
 
 
 
 
July 9, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com complaint # [redacted] 
 
On behalf of...

Macy’s:  
 
Contact Date(s) with Customer:  July 2, 2015; July
8, 2015
 
Complaint Summary:  [redacted] has a $50.00 Macy’s
gift card that she cannot use because it has a hold on it from Macy’s.  She wants the hold removed so it can be used
or a replacement gift card.  [redacted] did
provide photographs of the front and back of her card.  
 
Resolution:  After further research, Macy’s is sending [redacted] a replacement gift card.  I
called and informed her of the resolution and let her know that it is being
mailed under separate cover.  She was
very pleased with the outcome.  
 
Michael J.
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]. If the company does what they said would do, I will be satisfied, but I won't know for sure until the credit bureaus have updated their records. I was told it could take up to 30 days. My only concern is that I received a letter over a year ago from the Macy's fraud department stating that my account had been updated to a resolved status with the credit bureaus and that never actually happened, which is the reason for this complaint. I would need a full 30 days to be able to confidently say I am satisfied or not satisfied with the results. 
Regards,
[redacted]

P.O. Box 8220   Mason, OH 45040  March 3, 2018   [redacted], [redacted]  Re: Revdex.com Complaint ID [redacted]  Dear [redacted]:    I am in receipt of your Revdex.com inquiry, which was forwarded to Macy's Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.  Please accept my apology for any frustration you may have experienced regarding your Fur Vault storage and services.  According to the Fur Vault management team at our [redacted] Plaza Macy's, you have spoken with the store since this complaint was filed and these situations have been addressed.  As the store has stated, you have been a loyal customer for many years, and they were more than happy to honor a discount of 10% on your 2018 services.    I am very sorry you were not satisfied with the arm shield work that was completed.  It is the recommendation of Fur Vault management to complete relining services on each of the items, which is being offered to you at a discounted cost of $225.00 per garment, including a new monogram (a value of $460.00 per garment). Our position on this matter has not changed.    [redacted], we appreciate your business and the opportunity to serve you.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.    Sincerely,    Carrie A.Macy's Executive Office ###-###-#### Extension [redacted]