Macy's

[redacted]   [redacted]       March 10, 2017   [redacted]...

[redacted]                                   ...⇄ [redacted]   Re:  Revdex.com complaint #[redacted]         On behalf of Macy’s:                                   �...⇄   Contact Date(s) With Customer: March 10, 2017   Complaint Summary:  [redacted] says she has not been accommodated for a return attempt for a [redacted] Backpack and a [redacted] belt, in our [redacted] and [redacted] Mall store locations.  She is requesting a replacement for both items due to their condition.   Resolution:  On March 6, 2017, I emailed [redacted], requesting further information and a copy of her receipts.  She provided a picture of the items to show their conditions as well as a copy of her store receipt and a Pick Up In-Store email confirmation.   On March 10, 2017, I attempted to reach [redacted] at the telephone number provided in her Revdex.com complaint, but was unable to speak with her. I left a voice mail message requesting a call back. I also emailed [redacted], confirming the decision for her request.  I have advised her to return to the nearest store location and to ask to speak with a Store Manager for further assistance.   She has requested a point of contact for our [redacted] store location.  I advised [redacted] that I have forwarded a copy of her complaint and request to Store Manager, Asim A., for further review and assistance.  [redacted] stated that she will be returning to the [redacted] store and will request to speak with Mr. A. for further assistance.  This resolves her complaint.     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com complaint number [redacted], for [redacted].  I have been in contact with [redacted] regarding her concerns.  We have worked with her to secure replacements for the remaining dresses, and are assisting with the return of the damaged...

products.  Additionally, we have provided feedback to our fulfillment team on the condition of the previously shipped dresses.  At this time, we consider this matter resolved. 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, Cathy K.Macy's Executive Office###-###-#### Extension [redacted] Cathy K.Sr. Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-####

[redacted]   [redacted]
 
 
 
June
3, 2015
 
 
[redacted]
[redacted]
[redacted]
 
 
Re: 
Revdex.com Complaint ID #...

[redacted]
        Macy’s [redacted] account ending
in [redacted]
        Macy’s Store account ending in [redacted]
 
Dear [redacted]: 
 
I
am in receipt of your complaint filed with the Revdex.com.  As a liaison in Macy’s Executive Office, I
was asked to review and respond to your concerns on behalf of Department Stores
National Bank.
 
Please
accept my sincere apology for any frustration you may have experienced
regarding your Macy’s accounts noted above. 
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.
 
To
clarify, not all Macy’s credit cards include two accounts.  However, the information that your Macy’s
[redacted] card has two accounts with two lines of credit was included in
the Department Stores National Bank Credit Card Agreement that you were
provided when your application was processed, and the welcome package you
received with your card.  Purchases made
in any Macy’s store or online at macys.com are applied to your Macy’s store
account, with a billing date of the 27th of each month.  When the credit card is used outside of our
stores, the charge is applied to your Macy’s [redacted] account, with a
billing date of the 3rd of every month. 
Because these accounts have different billing dates and payment
addresses, we send a separate billing statement for each account.  When making
a payment through your bank’s on-line bill pay service or on macys.com, each
account must be registered separately, and the appropriate one selected at the
time of payment.
 
Upon reviewing your accounts, our records show that your Macy’s
[redacted] account’s billing statement for the period ending January 3,
2015, had a balance of $2,350.45 with a $77.00 minimum payment due by February
3, 2015.  When no payment was received by this date, your account was assessed a
$25.00 late fee in accordance with the enclosed Credit Card Terms.  On
February 10, 2015, we received a $185.00 payment that was correctly applied to
your Macy’s store account as you designated. 
However, during your conversation with our representative on February
13, 2015, the payment was transferred from your Macy’s store account to the
Macy’s [redacted] account.
 
Your Macy’s [redacted] account’s billing statement for
the period ending March 3, 2015, had a balance of $2,282.56 with a $75.00
minimum payment due by April 3, 2015.  When no payment was received by this date, your account
was assessed an additional $35.00 late fee in accordance with the Credit Card
Terms.  
 
 
On March 19, 2015, we received your $75.00 payment that was
posted on your Macy’s store account. 
During your conversation with our representative on April 6, 2015, the
payment was transferred from your Macy’s store account to the Macy’s American
Express account and the late fee was removed. 
 
The Macy’s store account’s billing statement for the period
ending March 27, 2015, had a balance of $176.25 with a $25.00 minimum payment
due by April 27, 2015.  When no payment was received by this date, your
account was assessed a $25.00 late fee in accordance with the Credit Card Terms.  On April
8, 2015, we received your $75.00 and $25.00 payments that were posted on your Macy’s
[redacted] account.  During your
conversation with our representative on May 19, 2015, the payment for $25.00
was transferred from your Macy’s [redacted] account to the Macy’s store account
and the late fee was removed.  All
payments were applied to the accounts as you initially designated and at no
time were either of your accounts reported as delinquent to the Credit Bureaus.
 
As
of May 19, 2015, your Macy’s Store and Macy’s [redacted] accounts are closed.   In addition, as of the date of this letter, your balance on
the Macy’s [redacted] account is $2,736.82 and the balance on the Macy’s
Store account is $261.59.
 
Thank
you for bringing this matter to our attention and for giving me the opportunity
to respond.  If I may be of any further
assistance, do not hesitate to call me directly at the telephone number listed
below. 
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures /mailed June 3, 2015
 
cc:  [redacted],
Revdex.com   [redacted] is a
federally registered service mark of [redacted] and is used by Department
Stores National Bank pursuant to a license. This credit card program is issued
and administered by Department Stores National Bank.
This is an attempt to collect a debt and any information
obtained will be used for that purpose.

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'd like to thank Macy's Corporate Office for their attention.
Regards,
[redacted]

September 23, 2016  [redacted]  re: Revdex.com Complaint ID: # [redacted] Dear [redacted]:  I am in receipt of your further concerns forwarded to us by the Revdex.com. Thank you for responding to my email to you, as well. Please excuse the delay in response, I have been actively working on this issue. Our Macy's agents for merchandising have corrected the information online for the [redacted] selections. Unfortunately, the dress you have been seeking is not available. As we did hope to provide this dress to you, I have been working with the Macy's store. We regret this selection cannot be provided online or from our Macy's store. We understand your disappointment. In respect and consideration we are sending a $40.00 Macy's gift card which may be used online or in any Macy's store. 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: Ms. Tina Geers, Cincinnati Revdex.com

[redacted] called and stated the promised credits have not been received. He will fax documents from his bank indicating the funds have not been returned.

P.O. Box 52184   Phoenix, AZ 85072-2184
November 16, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
        Macy’s account ending in [redacted]
On behalf of Department
Stores National Bank:
Contact Date(s) With Customer:  November 6,
2015 and November 10, 2015
Complaint Summary:  On November 3, 2015, the customer
updated his complaint stating the promised corrections to his credit report
were not made.  This affected his credit
score when he applied for a mortgage.  The
customer would like this corrected as soon as possible.
Resolution:  I called [redacted] on November 6, 2015, to
understand what was not updated correctly. 
He advised that he was looking at his credit report on [redacted] and their
display had a tab on it stating that the payment was made as agreed.  I offered to pull a [redacted] from [redacted] to
review and see if the status was updated as noted in our letter dated July 15,
2015.  After reviewing the [redacted]
report, I called [redacted] and advised that the delinquencies were cleared
correctly.  If [redacted] website displays
alternative tabs with commentary, he would need to contact them for an
explanation on the information shown on their report. 
Janice D.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: Tina Geers, Revdex.com

[redacted]   [redacted]
 
 
July 29, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:    Revdex.com ID...

#[redacted]
         Macy's account ending in [redacted]
 
Dear
[redacted] 
 
I am in receipt of your complaint
filed with the Revdex.com. 
As a liaison in Macy’s Executive Office, I was asked to review and
respond to your concerns on behalf of Department Stores National Bank.  Thank you for the courtesy you extended
during our telephone conversation on July 27, 2015.  This letter is to confirm our discussion.
 
Again, please accept my
sincere apology for the level of customer service you received while attempting
to get assistance with your online statement information.  As a company committed to outstanding customer
service, Macy’s goal is to have professional and courteous associates available
within every department so that all of our customers may have a positive and
rewarding experience.  Be assured that we
do not tolerate any kind of rude or disrespectful behavior.  I can state with confidence that our policies
promote respect for all of our customers and values their continued
loyalty.  Although it is disheartening to
hear that we did not meet your expectations, your feedback is valuable to us,
as it directs our attention to areas in which we can improve our service
quality.  Therefore, a copy of your
complaint and my response has been forwarded to the appropriate management so
that these issues may be addressed directly with the associates involved.
 
I was glad we were able to
review your account information and I could explain the one (1) cent difference
was because of city tax differences between the store you purchased the
merchandise at and the store you made the return.  In addition, the difference in balance was
due to the late fee and interest of $25.00 and $3.07, respectively, because of
the June 20, 2015, missed payment as result of the missing statement.  I removed these charges as a courtesy bringing
your balance to $119.17.  We received the
payment in full you made online and as of the date of this letter, your balance
is zero. 
 
[redacted], again thank
you for bringing this situation to our attention and giving me the opportunity
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.  If I can be of further assistance, please do
not hesitate to contact me at the telephone number listed below, as I would be
delighted to speak with you.
 
Sincerely,
 
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted], Revdex.com
         Managers,
Customer Service

February 12, 2018  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted].  The consumer's concerns have been address by another channel through Macy's. Based on this information, Macy's considers this matter closed and resolved. Sincerely, Steven AndersonLiaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8215   Mason, OH 45040Office: ###-###-####

Dear [redacted], We are in receipt of Revdex.com Complaint #[redacted].  We have spoken to our customer, [redacted], and have resolved all matter as expressed in the complaint.Based on this, we consider the matter closed satisfactorily. Thank you, Beverly P.| Omnichannel Presidential...

ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### EXT: [redacted]| Email:  [redacted]

[redacted]
February 5, 2016 
[redacted] 
[redacted]
[redacted]...

[redacted]
Re: Revdex.com complaint ID #[redacted]
       Macy’s account ending in [redacted] 
On behalf of Department Stores National Bank:   
Contact Date with Customer:  February 4, 2016
Complaint Summary:  [redacted] would like to have all fees removed from her account as she was told would be done previously, but was not.  She has been unable to solve this problem by telephone and would like this matter taken care of. 
Resolution:  I called [redacted] and apologized for the service she has received.  I informed her that I have now removed all fees, totaling $144.42, from her account and it has a zero balance.  I also confirmed for her that the account was closed on November 19, 2015, as she requested.  This resolved her complaint. 
Michael J. 
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

April 19, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com – Complaint ID: [redacted]       Macy’s Account ending [redacted]      Dear [redacted]:  I am in receipt of your complaint filed with the Better Business...

Bureau, 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.  Please accept my sincere apologies for the delay in my response.As you may not be aware, in late August of 2015, we underwent a system conversion for the Macy's credit card accounts and redesigned the credit servicing site accessed through macys.com.  Unfortunately, this complex upgrade caused an unpredictable disruption in online servicing for some of our customers' accounts from late August to early September of 2015.  I am pleased to see that you successfully registered your account through the servicing site on October 12, 2015. Our records indicate that as of August 12, 2015, your account had a balance of $64.24 with a minimum payment of $25.00 due by September 12, 2015.  When we did not receive your payment of $25.00 by this date, your account was charged a $25.00 late fee and a $2.00 interest charge in accordance with the Credit Card Agreement. Your billing cycle closed on September 15, 2015, with a new balance of $60.39 and a minimum payment of $53.00 due by October 12, 2015.  While we received your payment of $25.00 on October 12, 2015, since this did not fully satisfy the minimum payment amount due of $53.00, a late fee and interest were charged to your account.  My review of this matter found that all late fees and interest were correctly charged to your Macy’s account in accordance with the Credit Card Agreement.  In regards to the credit for the item you did not receive (macys.com order number [redacted]), this credit was processed back to your account when you contacted macys.com customer service on November 7, 2015, and appears as a credit of $16.87 on your billing statement for the period ending November 15, 2015.We do not have record of you contacting us regarding the technical errors you experienced until you sent a secure message through the credit servicing site on November 11, 2015. Our customer service team responded to your message on November 14, 2015, and at this time, as a courtesy to you, they credited your account $19.00. The minimum payment due date on your account is the 12th of every month.  In the past, the minimum payment due date and the date your billing cycle closed were always concurrent; however, the actual date fluctuated depending on how many days were in the month.  For simplification, your account now has a payment due date that is standard every month; however, the closing date may fluctuate.  You can avoid late fees by paying the minimum payment due in full (as indicated on your monthly billing statement) by the 12th of each month.  You can avoid being charged interest by consistently paying the full account balance in full every month by the 12th of each month.  We list several payment methods available to you on page two of your monthly billing statement.  For your reference, I’ve enclosed your statements for the periods ending August 12, 2015, through March 16, 2016. Although the fees charged to your account were properly assessed in accordance with the Credit Card Agreement, as a gesture of goodwill, I have removed the remaining late fees ($82.00) and interest charged ($8.00) to your account from August 2015, through December of 2015, leaving your account with a credit balance of $32.99.  [redacted], thank you for bringing this matter to our attention and allowing me the opportunity to provide clarification to you. I appreciate the patience and courtesy you’ve extended to Macy’s during and after this transition period.  If I may be of further assistance to you, please contact me at the number listed below.   Sincerely,Stephen C.Macy's Executive Office###-###-#### Extension [redacted]Enclosures

[redacted]   [redacted]
April 11, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
Dear
[redacted]: 
I am
in receipt of your additional comments forwarded to Macy's Executive Office by
the Revdex.com.  As a
representative of this office and because I am familiar with your file, I was
asked to review and respond to your concerns. 
I apologize if my previous response did not address your concerns.
I
appreciate your comments regarding our store policy on sales and
promotions.  Our selling, pricing, and
return policies are quite clear and can only be over-ridden by a store manager.  Our store managers have the authority to make
an executive decision in regards to selling a salvaged item to a customer or
marking down an individual piece of merchandise.  Be assured that your complaints are reviewed
by our senior management team. 
[redacted]
[redacted], please accept my sincere apology for any frustration you may have
experienced.  Thank you for giving me the
opportunity to respond.  If I may be of
further assistance, please do not hesitate to contact me.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

Dear [redacted],We are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Sincerely, Tranesse S.Liaison, Omnichannel Executive...

Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### ext:32921 Fax: ###-###-####

June 16, 2015     [redacted]  [redacted]   Re:  Revdex.com complaint #[redacted]   Contact Date with Customer:  June 11, 2015   Complaint Summary:  Mr. [redacted] was in our Simi Valley Macy’s store on May 25, 2015 and...

wanted to purchase jogger pants at the 50% off price as stated on the sign.  The associate informed him that color was excluded from the sale.  The customer showed the associate the sign to verify it did not say anything about excluding certain colors but was still denied the sale price.  He would like a phone call and the jogger pants as advertised.   Resolution:  I called Mr. [redacted] to get more information on the exact store and merchandise.  I emailed the Store Manager at Simi Valley Town Center with the complaint information and requested she contact the customer directly.  I received email confirmation the customer had been contacted and resolution of concerns was made.  Called customer to confirm he received the jogger pants at the advertised price and $50.00 Macy’s Money from the Store Manager.  Mr. [redacted] was satisfied with the resolution.     [redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Store Manager, Simi Valley Town Center Macy’s

[redacted]   [redacted]
 
 
July 2, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint ID...

#
[redacted]
        Macy’s Account ending in [redacted]
 
Dear
[redacted]: 
 
Thank
you for the courtesy extended during our telephone conversation on June 17,
2015, regarding your additional complaint filed with the Revdex.com
concerning the recent notification of the Change of Terms on your Macy’s account
noted above.  As a liaison in Macy’s
Executive Office, I was asked to review and respond on behalf of Department
Stores National Bank. 
 
As discussed, the letter you received was to inform you of the upcoming
changes to the Terms Of Agreement (copy enclosed) on your
existing account and to confirm a new account was not established.  It announced
the elimination of the Major Purchase, Special Event, and Club Accounts as
separate Account Types.  I confirmed your
account has never had these additional lines of credit; therefore, these
changes have no impact on your account. 
 
With respect to
our December 24, 2014, letter (enclosed), which was in response to your previous
Revdex.com complaint (ID#
[redacted]), this was in reference only to fees and calls you had
received.  Kindly note we closed your
account, upon your request, when you spoke with me on June 17, 2015, and not in
response to that complaint.  I have
confirmed that we made no inquiry on your credit bureau.  Please note
that we do not manage the credit reporting agencies; therefore, we have no
control on how your score is calculated. 
 
In addition, we have updated our records to discontinue the mailing of all
fliers and sale catalogues to the name and address listed above.  However, since our advertisements are
prepared in advance and sent to the distribution facility, you may continue to
receive previously scheduled mailings for up to 12 weeks from that date.  We regret any inconvenience this may cause.
 
[redacted],
thank you again for bringing this matter 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,
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures / Mailed July 2, 2015
 
cc:  [redacted], Revdex.com

October 5, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]          Macy’s [redacted] account ending in [redacted] (open) and [redacted] (closed)...

                                        ...⇄ 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 apology for any inconvenience this matter may have caused you.   In researching your account, the notes confirm you called on June 4, 2016, to report your card ending in [redacted] lost.  At that time, we immediately opened a new account ending in [redacted] and mailed you a new card.  The account ending in [redacted] remained active in error and incurred fees and some credits were misapplied to this account causing an unpaid balance to become delinquent, which prompted the collection phone calls.  Per your request, as of September 13, 2016, your account has been updated not to receive any calls regarding collections on this account.   I am happy to inform you that we have corrected the account balance back to zero ($0.00) for account ending in [redacted].  Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that Equifax, Experian and TransUnion update their records and delete any history of delinquency for the time period of June 2016 through September 2016 on your account ending in [redacted] from your credit report.  Please allow the agencies thirty (30) days to update their records.    Your account ending in [redacted] has a zero ($0.00) balance as of the date of this letter.  Please reference the enclosed audit for the time period of May 2016 through September 2016, and corresponding billing statements for verification of the transaction that transpired on your account.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity 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.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed October 5, 2016   cc: [redacted], Revdex.com

Hello, I also wanted to add a follow up to the message I sent the business. I just received 2 Macy's credit cards in the mail this week. For not having an account I don't know how 2 appeared?!Please Advise .Thank you, [redacted]

May 5, 2016 [redacted]  Re:  Revdex.com Complaint ID [redacted]          Macy’s account ending in [redacted]  On behalf of Department Stores National Bank:   Contact Date with...

Customer:  May 2, 2016  Complaint Summary:  [redacted] complains that she was charged $2.00 in interest after paying her balance in full.  She wants the $2.00 removed and her account closed.  Resolution:  I called [redacted] and explained that she had revolved her account balance in prior months and that is the reason the $2.00 interest was applied to her account in March 2016.  I also informed her that the $2.00 fee was removed previously and her account now has a zero balance.  She did elect to keep her account open for now.  I apologized for any inconvenience she may have experienced.  This closed her complaint.  Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc: Tina Geers, Revdex.com

Revdex.com:
This is their third attempt at fixing this. I had executive support, regular help desk, someone keeps on missing something.  Hopefully they got it right this time. This time I kept the executive person's phone number in case it wasn't fixed.
Regards,
[redacted]