Macy's

December 14, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   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 concerns on behalf of Department Stores National Bank (DSNB).  Please accept my apology for any inconvenience you may have encountered regarding this situation.   According to the terms of the enclosed DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  If you have been paying less than the Total Now Due 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.    Applying this billing policy to your Macy’s account referenced above, for the billing period ending on July 9, 2017, your Macy’s account had a balance of $35.40, with a minimum payment of $27.00 due by August 5, 2017.  When no payment was received by your payment due date on August 5, 2017, a $27.00 late fee and a $2.00 interest charge were applied, resulting in a balance of $64.40, with a minimum payment of $57.00 due by September 5, 2017.  When no payment was received by September 5, 2017, a $38.00 late fee and a $2.00 interest charge were applied.  For the period ending on September 8, 2017, your account had a balance of $104.40, with a minimum payment of $99.00 due by October 5, 2017.  We received your $64.00 payment on September 11, 2017, and your $40.40 payment on October 5, 2017, bringing your account to a zero ($0.00) balance.    The $2.00 interest charge on your October 9, 2017, statement was for interest charged on your account balance between the last bill date of September 8, 2017, and the date (September 11, 2017, and October 5, 2017) that your $64.00 and $40.40 payments were applied to your account.  On October 18, 2017, your account was closed at your request; however, the $2.00 interest charge had already been applied in accordance with the DSNB Credit Card Agreement for the period ending on October 9, 2017.  When no payment was received by November 5, 2017, the $2.00 minimum interest charge continued to appear on your billing statement for the period ending on November 8, 2017, and was due by December 5, 2017.  Our records indicate that when you called on December 5, 2017, we removed the $2.00 interest charge as a courtesy to you resulting in a zero ($0.00) balance on the account.  Had you paid the $2.00 interest charge and not made any new purchases, you would have had a zero ($0.00) balance the next month and would not have been charged interest on the interest charge.  With regard to your request to update your credit report, it is our policy not to remove any delinquency from your credit file, unless it occurred as a result of a 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 is correct.  Our records indicate we did not receive payments on the account by your payment due dates on August 5, 2017, and September 5, 2017.  Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit bureau report.   [redacted], please understand that we are always happy to satisfy our customers in any way possible, however, in order for all of our customers to receive fair and consistent treatment nationwide, we must adhere to specific policies and procedures in our credit practices.  If you have any further questions, do not hesitate to call me.   Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed December 14, 2017   cc:   [redacted], Revdex.com

P[redacted]     November 14, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted] – closed...

        Macy’s 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 inconvenience you may have experienced as a result of this matter.    I understand you are requesting that we modify the payment history associated with the above-referenced Macy’s account.  In researching this matter, I found that on June 22, 2016, we instructed the three credit reporting agencies to update their records to remove the delinquencies reported for March through May 2016, and advised you (by letter) of this action on June 23, 2016.    In light of your complaint, I reviewed each agency’s current reports and see that [redacted] did not update their records for May 2016 as we had requested.   On November 6, 2017, we submitted another request for them to update their records on your behalf.  Please note that it is the credit reporting agency that is responsible for updating their records based on the information that we provide.  Should you have questions as to why [redacted] did not update their records, you may contact them at ###-###-#### to review their update process.   In regards to your account being closed and a new one opened, as a part of the fraud claim process, we close the account that had fraudulent activity on it and open a new account transferring your credit history to the new account.  Your account ending in [redacted] was closed on October 11, 2017, at the time the new account ending in [redacted] was opened.   I apologize for any confusion this may have caused you.   [redacted], while I can certainly understand your frustration surrounding these events, it is not Macy’s policy to compensate for a situation such as this.  Thank you for bringing this matter to our attention and giving me an opportunity to respond.  Should you have additional questions, please call me at the number listed below.    Sincerely,  Janice D. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com

September 26, 2017   [redacted]   Re: Revdex.com, Complaint ID [redacted]   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 the staff at Macy’s [redacted], please accept our sincere apologies for any frustration this matter may have caused you.   In researching your concerns, I connected with Mr. Andy M., the Regional Manager for Macy’s [redacted] Fur Vault.  Mr. M. explained that he spoke with you last week, and during that conversation, he clarified that an unfortunate mix-up occurred during the fur cleaning process where your garment was mistakenly mislabeled with another customer’s name.   I was pleased to learn that your garment has been sent back to the Macy’s [redacted] store, and that you have an appointment with the Fur Specialist on October 9, 2017 at 1:30pm to pick up the vest.  I regret learning of the unfortunate mistake that was made, but I am pleased that this has now been resolved.   Thank you for bringing this to our attention and for allowing me the opportunity to respond to your concerns. 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:   Mr. Andy M., Macy’s Fur Vault         [redacted], Revdex.com

My name is [redacted], my complaint ID # is [redacted]. I filed a complaint on 10/02/15 against Macy’s Department Store for the then amount of $216.00. Each month this continues the amount increases. I was really hoping this would have been resolved by now but I have not received a response from...

anyone regarding a settlement. Would you please look into the status of this complaint for me.Sincerely,[redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  We have spoken to [redacted] and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Sincerely,  Bobbie A. |...

Omnichannel PresidentialOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### |  Fax: ###-###-#### | Email: [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.  While I am a bit unhappy about the length of time it took to hear from someone, the most important thing is that the representative was professional and empathetic, and gave me the exact resolution I was seeking.  I am happy with Macy's again!
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.  Macy's is removing the double entry on [redacted]x. 
Regards,
[redacted]

April 22, 2016[redacted]Re: Macy's account ending in [redacted]      Complaint ID [redacted]Dear [redacted]:  I am in receipt of your recent complaint filed with the Revdex.com regarding your Macy's account ending in...

[redacted].  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 indicate that your account is set up to receive electronic billing statement notifications through CheckFree, and we have verified that the notifications are being delivered to the email address of [email protected].  These reminders are sent three (3) to five (5) business days after the closing date of your billing cycle with a payment due date by the 8th of each month.  This is to allow our customers ample time to make a payment.  It is up to the customer to log into their online account to view the current billing statement. In our letter dated March 16, 2016 (copy enclosed), you were advised of the status of your account and sent copies of the billing statements with the payment due dates of October 8, 2015, through March 8, 2016.  I have enclosed copies of these statements for your review.  As of the date of this letter, the account balance is $623.34.  The account was closed on January 12, 2016, by the creditor because payments were not received as required by the terms of the Department Stores National Bank Credit Card Agreement.  The account charged off on April 12, 2016, due to non-payment.  It was assigned to an outside collection agency, [redacted], for the outstanding balance of $623.34.  Please contact [redacted] at ###-###-#### to establish payment arrangements.[redacted], if I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.  Sincerely,Julia O.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc: Revdex.com     [redacted]

[redacted]   [redacted]             February 23, 2017     [redacted]   Re:  Better Business Complaint #[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 concerns on behalf of Department Stores National Bank (DSNB).   A review of our records shows your name is listed as a joint owner with [redacted] on the above referenced account.  The account was opened on November 9, 2015.  Purchases totaling $135.22 were made on December 2, 2015, and a new account discount credit totaling $27.02 was applied leaving $108.20 as the New Balance.  A $27.00 minimum payment was due by January 13, 2016.  We did not receive a minimum payment by January 13, 2016, resulting in a $27.00 late fee and a $6.67 interest charge.  Additional purchases totaling $201.82 were made on December 17, 2016, brining your account balance to $343.69 with a $64.67 minimum payment due by February 13, 2016.  Monthly late fees and interest were charged to the account due to non-payment until the account charged off on July 18, 2016, with a balance of $623.40.   Billing statements were mailed to [redacted], the mailing address provided at the time the account was opened.  However, we show mail was returned to us by the United States Postal Service on March 17, 2016, and again on April 15, 2016, as undeliverable at that address.  Your account was coded with return mail at that time and no further statements were sent to the incorrect address.  Under the terms of DSNB Credit Card Agreement, you must notify Customer Service of a change in address.   I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above referenced Macy’s account.  It is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or 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 customer.  After researching the delinquency on your account, we found the information to be correct.  Our records indicate we did not receive payments on the account from January 2016 through December 2016.   Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.      We received your payment for $623.40 on January 31, 2017, and we have instructed the credit reporting agencies to update their files to show your account as a paid-in-full charged off account.  Please allow the agencies up to thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.   Thank you for bringing this to our attention and giving me the opportunity to respond.  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         DM/nm  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.   
First of all, if you would have compared the checking numbers used for the one that you say was "non-sufficient funds" you'll see the checking number is different from when it was "successful". The number used when the failed transactions happened was with my banking number XXX[redacted]. According to my bank, there's two extra digits that were suppose to be added onto that account number. SO you'll see the successful payments will have XXX[redacted]. The credit limit was only lowered due to Macy's adding a delinquent status to my credit history. Now, since i've fought it, Macy's has now removed it from my credit, dramatically improving my score (but not where it was previously). Also, here's a screenshot for you [redacted]. That shows you that I had funds in my account so the non-sufficient thing is inaccurate. 
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. 
Obviously, I reject their response because they refuse to provide a reply answer. Once I hear from the [redacted] I will reply the same should they provide  a duplicate response. 
Regards,
[redacted]

October 4, 2017 [redacted], I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced being charged for the beauty box subscription. We have successfully cancelled...

the subscription and you will no longer be charged for it. You will be receiving a $50.00 Macy's gift card. This will come in a plain white envelope.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [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. Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

June 2, 2015  [redacted] The Revdex.com1 East 4th Street, Suite 600Cincinnati, OH 45202 Re:  [redacted]       Macy’s Store Account ending in [redacted]       Case #:...

[redacted]  Dear [redacted]: Please be assured that you will receive a response to your inquiry as quickly as possible.  This letter is merely an interim response until our research is completed. We appreciate your patience in this matter.  If we may be of further assistance, or if you have any additional information that may be pertinent to your inquiry, please feel free to contact me at the telephone number listed below. Sincerely,    [redacted]Macy’s Executive Offices###-###-#### Extension [redacted]

September
30, 2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com – complaint ID
[redacted]
            Macy’s
account ending in [redacted]
Dear
[redacted]: 
I
am in receipt of your recent complaint filed with the Revdex.com
and forwarded to Macy’s Executive Office. 
I responded to your prior inquiry; therefore, I was asked to reply to
your additional concerns on behalf of Department Stores National Bank. 
As
explained in our initial response, this situation began with your billing for
the period ending May 11, 2015.  We have
confirmed that billing notifications were sent to you at the email address we
have on file of [redacted], for the months of May, June, and July
2015.  We are also able to confirm that they
have been opened.  Your Macy’s account remains
coded for online billing statements only. 
You may change how you receive your monthly statements by following the
instructions on your profile on macys.com. 
Respectfully,
our position on this matter has not changed. 
We are unable to remove the delinquency from your credit report
associated with this matter.  Thank you
again for contacting Macy’s.
Sincerely,
Michael J.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

[redacted]   [redacted]
November 9, 2015 
[redacted] 
[redacted] 
[redacted] 
Re: Revdex.com complaint #[redacted] 
       Macy’s...

account ending in [redacted] 
On behalf of Department
Stores National Bank:
Contact Date with Customer:  November 4,
2015
Complaint Summary:  A payment mailed by [redacted]
[redacted] bank in August has not been applied to his account.  The Macy’s account number on the check was
incorrect.  The bank has also supplied a
copy of the cancelled check. 
Resolution:  I called [redacted] and apologized for any
inconvenience he may have experienced.  I
informed him that the payment had been located and applied to his account and
that we have removed late fees and interest from the account and the balance is
now zero ($0.00).  We removed the 30-day payment
delinquency for September 2015 from our files and instructed the credit bureaus
to update their records as well. 
Michael J.  
Macy’s Executive Office 
###-###-#### Extension [redacted] 
cc: [redacted], Revdex.com

December 13, 2016[redacted]Revdex.com Cincinnati1 E 4th StSuite 600Cincinnati, OH 45202Re: Revdex.com Complaint ID: # [redacted]Dear [redacted]: We are in receipt of Revdex.com complaint [redacted]. Despite several attempts to reach this customer, we were not able to make contact. We would be happy...

to discuss this matter and remain available at the number listed below. We certainly apologize for any inconvenience surrounding this order. Upon review, it appears that the payment method used was a [redacted]; not [redacted] as indicated in the complaint. We were not able to locate any other recent orders for this customer with [redacted] used as the payment method. Thank you for bringing this matter to my attention and giving me the opportunity to respond. Please do not hesitate to call me at the telephone number listed below if I can be of further assistance. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]CC: [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]Customer called Revdex.com stating she's contacted the [redacted]# for the rebate center and they are unable to assist her. Would like to receive the rebate that the is entitled to.

December 30, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store 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 this matter may have caused you.   In researching this matter, our records confirm that the payment you submitted in the amount of $86.39 on December 9, 2016, was returned unpaid from your banking institution on December 9, 2016.  The system automatically charges a $27.00 return check charge when payments are returned; however, the credit for this charge was processed the same day and is printed on your billing statement ending December 16, 2016.  In addition, a $27.00 late fee was charged on December 9, 2016, and $14.00 of this fee was credited on December 17, 2016.  I have removed the additional $13.00 on December 20, 2016.  Please note that all fees were removed as a courtesy.  As of the date of this letter, your account has a credit balance of $14.66 which can be used toward a future purchase.  If you prefer a refund, please call our Customer Service Department at ###-###-#### and a representative will be happy to assist you.   [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

[redacted]   [redacted] February 18, 2016 [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 [redacted].  I apologize for any inconvenience you may have experienced. Our records indicate that we received returned mail from the US Postal Service for the monthly billing statements that we sent you for the periods ending November 23, 2015 and December 24, 2015.  On January 26, 2016, we updated your address so that your apartment number will be shown on your future billing statements and processed your $58.00 phone payment.  As a result of this issue, on February 13, 2016, I removed $64.00 in late fees and $4.00 in interest charges from your account resulting in a $4.00 credit balance on the account.  In addition, I cleared our internal record of the delinquency associated with the payment for the billing period ending December 24, 2015, and January 26, 2016, and 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. [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, Janice D. Macy's Executive Office ###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

[redacted]   [redacted]
February 12, 2016
[redacted]
[redacted]
[redacted]
Re:       Revdex.com complaint ID...

#[redacted]
            Macy's account ending [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. 
I
apologize for any concern or inconvenience you may have experienced regarding
payment arrangements using [redacted] Credit Solutions, Inc.  Our records show three payment arrangement proposals
were submitted on September 4, 2015 in the amounts of $25.00, $80.00 and
$105.00.   The proposed amounts were not
accepted; however, we were agreeable to a $153.00 payment for September.
Below
is a list of eight (8) payments that we received from [redacted] Credit
Solutions, Inc. on your behalf.  The
payment date and amounts are as follows:
August
29, 2015- $25.00, $80.00 and $103.00
September
29, 2015- $192.00
October
29, 2015- $192.00
November
28, 2015- $192.00
December
29, 2015- $192.00
January
29, 2016- $192.00
Regrettably,
we would not be able to change your payment amount.  If you still wish to attempt to have your
payment decreased to $153.00, new payment arrangements would have to be
resubmitted by your debt consolidation company for consideration.
[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
73711
cc:  Tina Geers,
Revdex.com