Macy's

[redacted]   [redacted]
November 18, 2015
[redacted]
[redacted]
[redacted]
Re:  Bloomingdale's Store Account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your recent...

complaint filed with the Revdex.com
regarding your Bloomingdale's Store account ending in [redacted].  As a representative of Bloomingdale's
Executive Office I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.
I am
aware you are attempting to improve your credit report by requesting that we
modify the payment history associated with the above referenced Bloomingdale'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 for the billing periods ending July 24, 2010,
through January 24, 2011.  Your account
charged off on January 24, 2011, for non-payment, leaving a balance due of
$413.42.  I have enclosed copies of the
billing statements for the periods ending July 24, 2010, through January 24,
2011, for your review. 
Additionally,
account records indicate that you settled your account for the amount of
$186.06 on April 1, 2015.  Because the
payment was received after the charge-off date of January 24, 2011, the credit
reporting agencies were instructed to update their records to list your account
as a settled, charge-off.  Unfortunately,
we are unable to accommodate your request to remove the account from your
credit report.  Please know, on April 3,
2015, we instructed the credit reporting agencies to update their records and
report your account as 'customer disputes reporting'.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I can be of
further assistance, please do not hesitate to contact me at the telephone
number listed below.
Sincerely,
Jessica P.
Bloomingdale's Executive
Office
###-###-#### Extension
[redacted]
Enclosures
cc:  Revdex.com
     Complaint
ID: [redacted]  
The Bloomingdale's card is issued by Department Stores
National Bank.

February 24, 2017  [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 had hoped to speak with you personally, but I was unable to reach you. However, I did leave you a message and would welcome the opportunity to speak with you. On behalf of Macy's, please accept my apology for any inconvenience you experienced with your order not delivering to your address. I do regret the items you originally ordered are no longer available. In consideration and respect, I am sending a $25.00 Macy's gift card. [redacted], thank you for bringing this matter to our awareness and allowing 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,   Bobbie A.Macy's Executive Office###-###-#### Ext [redacted] CC: [redacted], Cincinnati Revdex.com

December 6, 2017   [redacted]   Re: Revdex.com Complaint ID [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, I was asked to review and respond to your inquiry. Please accept my sincere apology for any frustration this situation may have caused.    We highly value all of our customers and sincerely apologize for any inconvenience this may have caused you during your shopping experience. You stated that when shopping in Macy’s [redacted] on November 24, 2017, you were unable to use your credit or debit cards for purchases. My research verified that on that date Macy’s computers were experiencing a temporary system slowdown. This was a capacity-related issue that caused credit, debit and gift card transactions to take longer to process. Due to the very high volume of activity on Black Friday, it caused significant wait times for all credit card purchases, including Macy’s credit cards. The computer problems were resolved later that same day. It appears that during this time, there was a misunderstanding regarding how transactions could be completed. As such, I apologize if you were misinformed about the acceptance of Macy’s credit cards.   [redacted], thank you for contacting Macy’s and allowing me to respond. Your feedback is critical, as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality. Feel free to contact me at the number shown below if I may be of assistance on another matter in the future.   Sincerely,     Michael J. Macy’s executive Office ###-###-#### Extension [redacted]     cc: [redacted], Revdex.com

January 8, 2016
[redacted]
[redacted]
[redacted]
*
Re:    Revdex.com ID #[redacted]
         Bloomingdale’s account ending [redacted]
On behalf of Department
Stores...

National Bank:
Contact Date(s) With Client:  January 6, 2016
Complaint Summary:  The customer sent in a
check to pay the balance for $5,046.74 and it was cashed but it was not applied
to his account.  When he called in, there
was no option to speak with a person and he finally had to call the store to be
transferred to a customer service representative.  He was then told he would have to send proof
of payment and it would take one to two billing cycles to locate and transfer
the funds.  He was advised to keep paying
the minimum but no one would verify if the interest he paid would be refunded.
Resolution: 
I
spoke with [redacted] and apologized for the experience when calling in to
speak with a phone associate and in getting his payment posted to his account.  I advised [redacted] that I could understand
his frustrations with our process and expressed my disappointment that this had
caused him to close his account.  I
verified the account is closed per his request and has a zero balance.  I advised a credit balance refund check has
been sent in the amount of $48.83 and thanked him for speaking with me
today.  [redacted] stated he feels the
matter is closed. 
Sincerely,
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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

To: Melissa U. Again, I still don't have:A) the packageB) working tracking informationC) a refund,all of which were promised to me FIVE DAYS AGO.On Mon, Dec 28, 2015 at 11:24 AM, [redacted] <[redacted]> wrote:I still do not have:A) the packageB) working tracking informationC) a refund,all of which were promised to me.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. While there was no resolution I understand that Macy's is unable and/ or unwilling to repair the damage done to my personal account or revise current policy to avoid the issue occurring with other account holders in good standing. Based on their policy and treatment it is for the best that my account remain closed.Thank you for your efforts on my behalf.
Regards,
[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 when your order was placed on backorder. After receiving different shipping status from our site. I see now, the site has...

provided the correct shipping information. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely, Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

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]

Dear
[redacted]: 
We
received the complaint for [redacted] regarding ID number [redacted]. The
customer stated they have been inconvenienced by the delay in receiving a
refund for an order that was never picked up. 
As such, a full refund in the amount of $21.05 will...

post to [redacted] account
number ending in [redacted] in the next three to five business days.  We have responded to all concerns and
consider this complaint closed.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

June 17, 2015
 
 
[redacted]      
7 West 7th Street          
Cincinnati, OH 45202
 
Re: Revdex.com
Complaint # [redacted]
 
Dear
[redacted]: ...


 
I am
in receipt of [redacted] Revdex.com complaint.  I have spoken with [redacted] several
times by phone on June 4, 2015 and June 12, 2015 regarding issues she
encountered while attempting to place an order. [redacted] initially
contacted our office on June 4, 2015 for assistance in getting her profile
unblocked.  It was explained to [redacted]
[redacted] that our technical support department would be resolving this issue
(this matter has since been resolved).  I
also took note of [redacted] customer service concerns and informed her
that feedback would be forwarded to the appropriate managerial team.  During my conversation with [redacted],
there was no promise made that I would follow-up regarding the outcome of her
complaint. When [redacted] contacted our office on June 12, 2015, I
explained to her that such feedback is handled internally and that we could not
provide her with specifics as to what could happen to an agent after a
complaint has been submitted.  While we
regret that [redacted] encountered poor customer service during her
attempts to resolve an issue, it is strictly prohibited to disclose personal
information, including the outcome of a complaint, to anyone without a
legitimate business need.  We have
addressed [redacted] concerns on several occasions and consider this
matter closed.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted]

[redacted] the following is our resolution email for the customer. She has informed me of being refunded for both orders, however, wanted us to know of the extreme dissatisfaction she has with our customer service. Please see the letter of resolution to send below; February 22, 2018[redacted]Dear [redacted]: I am in receipt of your complaint #[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. [redacted], your continued loyalty is important to us and we are sorry we have disappointed you. I have forwarded your feedback to the appropriate service centers for review and coaching purposes. I apologize that these orders have caused frustration and countless calls without satisfactory assistance. I hope this won't keep you from shopping with us in the future. Please feel free to contact me at the telephone number listed below for anything in the future as I am here to assist you. Thank you for your time and efforts. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

October 19, 2016  [redacted]   Re: Revdex.com Complaint ID: # [redacted]  Dear [redacted]:  I am in receipt of your complaint forwarded to us by the Revdex.com. Allow me to apologize for the delay in response. As a representative...

of Bloomingdale's Executive Office, I was asked to review and respond to your concerns. Please accept my sincere apology for any inconvenience you experienced due the damaged candle and gift card questions for your order #[redacted]. I have assured that you will not receive any more notices to return the damaged candle. Your gift card ending in [redacted] had a small balance and was used in your order #[redacted]. Ms. [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[redacted]Bloomingdale'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. I was very pleased to receive a telephone call directly from Rhea B. at the Macy's executive office.
Regards,
[redacted]

[redacted]   [redacted]
February
18, 2016
[redacted]
[redacted]
[redacted]
[redacted],
[redacted]
Re:       Revdex.com ID #[redacted]
            Macy's [redacted] account
ending in [redacted]
Dear [redacted]: 
I am in receipt of your
additional complaint filed with the Revdex.com.  As a representative of Macy's Executive
Office, and on behalf of Department Stores National Bank, I was asked to
further address this issue. 
I am sorry that you have not
received the previous voicemails left for you. 
To discuss the account in detail do not hesitate to contact me at the
number listed below.  It would be my
pleasure to discuss the matter with you directly. 
We take consumer ideas
seriously.  We do not currently have
practices in place to contact customers with weekly updates when there are
disputes; however, your comments are important and will be reviewed
accordingly.   We do have security
features in place to call customers when there are suspicious charges on an
account.  Unfortunately, we are not able
to prevent all fraud from happening, such as in your case, but I want to assure
you we do attempt to stop as much as possible.
I regret that you have not
been able to access your online account since August.  We have internal contacts that can help you
gain access.  We would be more than happy
to forward your information to them.  If
this works for you, please provide a good telephone number and the best time
for them to reach you.  In the interim, I
have included statements from August 2015 to February 2016 so you can review
the charges and credits to your account.
[redacted], if I may of
assistance in the future, please do not hesitate to contact me directly at the
telephone number listed below.
Sincerely,
Randi
P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed February 18, 2016
cc:        [redacted], Revdex.com

April 20, 2016 [redacted], [redacted] Re:  Revdex.com complaint ID [redacted] Contact Date with Customer:  April 13, 2016   Complaint Summary:   [redacted] requests replacement of “gift with purchase” items received...

with cosmetics purchased in December 2015.  Resolution:  I called and apologized to [redacted] for the problem with the free cosmetic samples she received.  I offered to send her a $25.00 Macy’s Money certificate to close this complaint, which she accepted.  Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]  cc: [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com complaint ID [redacted].  I was able to reach [redacted] via email.  She refuses to provide an order number so that I can assist her and said she did not want my assistance.  I was able to locate an order close to an amount and date that she...

is referencing.  If I am looking at the correct order, then [redacted] received this credit on 12/22/2017.  Due to this, we are considering this matter closed satisfactorily.  Thank you. Sincerely, Yvonne  F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

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.  To reiterate what I detailed in my original complaint, the only time I received any notice from Macys was: 1. Asked a caller claiming to represent Bloomingdales C? to have Macy send me a official statement/bill detailing what I was being asked to pay for since I suspected it to be another attempt to illcit money fraudulently.Told her my e-mail address.  Finally received a Macy Star rewards account statement requesting $ 263.21 by April 16, 2016 after I returned from a trip to the mainland. 2. 4/21/16 received a letter from a [redacted] indicating I owed them $ 305.71. for a overdue Macys account. I advised them that I would not be sending money to a [redacted] address and suspected fraud. Advised them to have Macy send me official notice. Received a e-mail dated April 21, 2016 from Macys indicating I should pay a e-bill of $ 305.71.My wife receives monthly statements from Macys and aside from the 4/21/16 e-bill,  I do not recall receiving any offical e-bills from Macys in the past. Ms M. may insist that e-bills were sent and I am not questioning her honesty. However, you can sent a thousand e-mails but if no one  receives them, when are we trusting in electronics or are you questioning my honesty? I anticipate my notifying the local media [redacted]ng my position that a person  who has a excellent credit history is being pretty much black mailed by Macys to pay $ 305.71 for a pair of swim shorts that cost $31.75.   I truly believe that I will be a advocating that the local people in [redacted] stop patronizing Macys stores, shop on line for individual brands and bring in another department store that truly services the public instead of trying to literally steal from them.Does anyone that is involved in this matter truly believe that I should pay $ 305.71 for a $31.75 pair of shorts. w/o official notification. What happened to certified mail delivery?        
Regards,
[redacted]

August 4, 2016[redacted]  [redacted]Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Macy’s Executive Office...

by the Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Please accept my personal apology for any inconvenience you may have experienced regarding this matter.According to the DSNB Credit Card Agreement, as outlined on page two of each statement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee is charged.  Interest accrues for each month the account carries a balance.  The minimum interest charge is $2.00.  The billing statement for the period ending July 18, 2015, had a $73.88 balance with a $25.00 minimum payment due by August 18, 2015.  When no payment was received by this date, your account was charged a late fee and interest in accordance to the terms of the Credit Card Agreement.  In reviewing your account history, I found that when you spoke with a customer service representative on August 25, 2015, a credit for the $25.00 late fee was supposed to be posted to your account.  However, an error occurred and instead of crediting the fee in two portions of $13.00 and $12.00, a credit of $13.12 was posted instead.  This resulted in a remaining balance of $15.88 in accumulated interest and the remaining late fee amount after we received your payment of $73.88 on September 4, 2015, which is shown on your billing statement for the period ending September 23, 2015, with a payment due by October 20, 2015.  When no payment was received for these fees, your account continued to be charged additional late fees and interest.Our records indicate no payments were received for the billing periods ending May 18, 2015, August 24, 2015, October 23, 2015, November 23, 2015, February 22, 2016, March 24, 2016, April 22, 2016, and June 23, 2016.  We have credited a total of six and a half (6.5) late fees and six (6) interest charges as a courtesy to you, totaling $238.00.  At your request, the account was closed on January 1, 2016, and we credited the final interest fee of $2.00 on May 25, 2016, resulting in a zero ($0.00) balance.   On May 23, 2016, due to the ongoing late fees and interest stemming from the previous oversight, we cleared our internal records of any delinquency associated with this issue and requested that [redacted], and [redacted] remove the delinquencies from your credit file for the time frame listed above.  Per our research, we found you have been enrolled with electronic billing since August 23, 2013, with the following e-mail address [redacted] which is the same e-mail provided on your complaint.  Our records show that you e-mailed us and requested to opt out of e-bills on December 6, 2015, and then requested to enroll in both e-bills and paper statements as of January 5, 2016.    E-mail notifications were sent on November 26, 2015, January 4, 2016, January 27, 2016, February 26, 2016, and April 1, 2016.  I have enclosed copies of all billing statements for the periods ending April 18, 2015, through June 23, 2016, for your convenience.[redacted], thank you for the opportunity to address your concerns.  I can see you have been a loyal customer of Macy’s, and hope you continue to choose Macy’s for all of your future shopping needs.  Please accept the enclosed $75.00 in Macy’s Money as a small token of our apologies for these issues.  If I may be of any further assistance in the future, please do not hesitate to contact me at the number listed below. Sincerely,Alison G.Macy's Executive Office###-###-#### Extension 73376Enclosures / mailed August 4, 2016cc:  [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.   
Regards,
[redacted] The letter does not confirm that my account has been closed.  I do not want this to happen again.  I see that the balance is zero however this does not confirm that the account is closed.  I no longer want to be associated with Macys in a credit card manner.Anything I were to purchase in the future will be done by cash only.  The disappointing news is because of their harrassement I my wish to close the account I will no longer receive the exceptional discount offers which made going to Macys fun.  I am sad that Macy's efforts in the credit card world takes the fun out of the experience. At minimium I need a letter confirming that the account is closed.