Macy's

[redacted]: Please close the file for [redacted] (ID [redacted]).  [redacted] has sent multiple rebuttals, and he does not present any new information.  We have told him in our prior responses that he needs to contact our Technical Assistance Area in order to access his account online, and we have provided the phone number for him. Thank you, Jay S. |  Executive Liaison Coordinator  |  Executive Liaison Team

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]

So, you're saying that if I had, for example, dropped or thrown away my receipt, ANYONE could have picked it up and ordered a replacement card?!?! That's absurd! The information on the receipt should NOT require security measures. You would NEVER print a customers credit card number in full on a receipt, right?!? So why would you put a gift card number on it?? And how the hell was I supposed to know that was the equivalent of the gift card number????

September 20, 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 or frustration this matter may have caused you.   I was disappointed to read about your experience with the customer service representative.  As a company committed to outstanding service, I assure you that we do not condone or tolerate disconnecting calls with our customers.  I forwarded your concerns to the appropriate parties so that they may address this matter directly.  Please accept my apology for any inconvenience this matter caused you.   According to the Department Stores National Bank Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the payment due date.  The fee will be $27.00; or $38.00 for any additional past due payment during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.   In researching your account, the billing statement due August 21, 2016, had a closing date of July 25, 2016.  To clarify, this means that any activity that transpired after that date will show on the next billing statement.  The merchandise returned on August 6, 2016, would credit the balance but would not reduce the minimum amount due.  The minimum payment due by August 21, 2016, was $27.00; however, we received a payment of $11.00.  When the minimum payment was not received by August 21, 2016, a late fee of $27.00 was applied to your account.  You called our office on September 1, 2016, and spoke with a representative regarding the late fee.  As a courtesy, the associate removed the late fee during that phone call.  I apologize if you were not informed that the fee was removed from your account at that time.  As of the date of this letter, your account balance is zero ($0.00).   [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]   cc: [redacted], Revdex.com       Manager, Credit Customer Service Department

I feel that in Macy's response they simply didn't address my concerns. Aside from the couch that I purchased at Macys, we by most of our cloths from Macys, we often by Christmas gifts and gift cards from the retailer as well. I do understand that I am at fault for not fully understanding the program for which I signed up. But as a customer service based organization, I would expect Macy's to meet me somewhere in the middle - if not a cash refund, perhaps a gift card or some small token that says - "yes loyal customer, you're important". Through this entire experience over the last 45 days, I've never felt valued by the company, even though even though over my lifetime I've likely spent over 10K at Macys and I find that very disappointing.

Hello [redacted], We received the complaint for [redacted] regarding ID #[redacted]. The customer stated that Macy’s had $1958.22 of his money in gift cards and credit card transaction for the purchase of their [redacted] couch and loveseat . He stated he had complained through multiple sources and no...

one has resolved the matter. I reached out to the customer but he explained that this issue was being resolved. Further review shows that as of yesterday we have requested that a deposit set aside to make a purchase will be refunded back to the customer. The refund of the this deposit should satisfy customers issue.   Macy’s Executive Office Terri WilliamsLiaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

[redacted]   [redacted]
December 10, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com 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 representative of Macy’s Executive
Office, I was asked to review and respond to your concerns on behalf of Department
Stores National Bank.  We sincerely
apologize for any frustration and inconvenience you may have experienced
regarding the online payment arrangement at macys.com and for the problems you
encountered while attempting to resolve this matter.  Also, I am sorry that you did not receive a
reply when you emailed our Credit Customer Service.
Macy's recently upgraded its online credit servicing
site.  Our records show your account was
set up on an automatic recurring payment schedule on October 13, 2015, with a
request to draft $25.00 on December 1, 2015. This is also noted on Page 1 of
your billing statement for the period ending on November 4, 2015. There is no
record of your account being set up for auto pay prior to October 13, 2015.
 
The billing statement for the period ending on August
1, 2015, had an $11.84 balance with $11.84 minimum payment due by September 1,
2015.  When no payment was received by this
due date, you were charged $11.84 late fee and $2.00 interest charge in
accordance with Department Stores National Bank Credit Card Agreement.  When we did not receive any payment by the
October 1, 2015, due date, you were charged a $38.00 late fee and $2.61
interest charge.  Also, we reported your
account thirty (30) days delinquent to the credit reporting agencies.  The billing statement for the period ending
on October 5, 2015, had a $260.56 balance, which included new purchases
totaling $130.68, with an $82.45 minimum payment due by November 1, 2015.  We received your $260.00 payment on October 9,
2015, and additional payments of $45.09 on October 14, 2015, and $2.00 on
November 8, 2015.  Although the fees were
properly charged in accordance with the Credit Card Agreement, as a courtesy to
you, we removed two (2) late fees totaling $25.00 and a $25.00 goodwill
adjustment on October 6, 2015.  The
billing statement for the period ending on November 4, 2015, shows these
adjustments including new purchases totaling $94.53.  For reference, I am enclosing copies of
billing statements for the time period August 2015 through November 2015.  On November 8, 2015, we removed a $2.00
interest charge, which brought your account to a zero ($0.00) balance.
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.  The information we are
reporting is accurate and complete; therefore, we are unable to remove the
delinquency reported for October 2015. 
However, on December 2, 2015, we instructed the credit reporting
agencies to update their records and report the Macy's account as “customer
disputes reporting”.
[redacted], I appreciate you allowing
me the opportunity to respond.  I regret
you closed your Macy’s account on October 15, 2015. If you have any further questions or concerns,
do not hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures /mailed December 10, 2015
cc:  [redacted],
Revdex.com

Hi [redacted], I have contacted [redacted] in regards to her Revdex.com Complaint ID #[redacted].  We have been able to correctly apply the credit.  Due to this we are considering this issue as resolved. Sincerely, Yvonne F.| Omnichannel Presidential...

ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### Ext 32477 |  Fax: ###-###-#### | Email: [redacted]

Dear [redacted], At this time, the complaint ID [redacted] for [redacted] has been resolved satisfactory to Macy’s and the customer. I have been in communication with the customer and have resolved their issue with their defective mattress. Thank you,Kristin T. | Omnichannel Presidential...

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

[redacted]   [redacted]
December 22, 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:  December 21,
2015
Complaint Summary:  [redacted] requested that Macy’s
remove a late fee from her account.  She
also complained that the credit representative treated her rudely. 
Resolution:  I called [redacted] and informed her we had previously
removed the fee as she had asked.  I also
apologized on behalf of Macy’s for the poor service she received and thanked
her for taking the time to write to inform us of her experience. She thanked me for calling to follow up on her
complaint.  This resolved her
dispute. 
Michael J.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

Hi:  You sent me an email asking me to clarify what action I wanted Macys to take in regard to my complaint:  I am asking Macys to change their billing policy in the following way:  1)  If a bill goes unpaid by the due date, send the consumer a notice that their bill is...

delinquent.2)  Make sure your billing department IS sending out bills to consumers with small balances.I should not find out 5 months after the fact that a bill for $27--which I never received--has accrued late and delinquent fees.

Hello, I received Macy's response dated 2/25/16 that said they were working on my complaint but I haven't heard anything since. Can you check and see what is going on and when they are going to respond? Thank you.

Dear [redacted]:  Please allow me to apologize for the delay in response to this issue. Thank you for your courtesy when we spoke on October 11, 2016. Please accept my sincere apology for any inconvenience you experienced when you did not receive your order #[redacted]. I have issued...

the refund today for $132.94 to your [redacted] account ending in [redacted]. You will view the credit within 7 days. [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,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

Dea[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: 513-573-2921 Fax: ###-###-####

June 17, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint # [redacted]
        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 that office, I
was asked to review and respond on behalf of Department Stores National Bank.  We sincerely regret any frustration or
inconvenience this matter may have caused you.
 
According to the Department
Stores National Bank Credit Card Agreement (copy enclosed), we may report
information about your account to the credit reporting agencies.  This information includes credit limit, total
balance due, minimum payment due and payment history.  An account review shows that within the past
year we reported your account delinquent to the credit reporting agencies on
two separate occasions:
 
The billing
statement for the period ending May 25, 2014, had a $2.00 balance with a $2.00
minimum payment due by June 25, 2014. 
When we did not receive any payments for the June 25, 2014, and July 25,
2014, due dates, your account was reported to the credit reporting agencies as
thirty (30) days past due.
 
The billing
statement for the period ending on March 25, 2015, had a $2.00 balance with a
$2.00 minimum payment due by April 25, 2015. 
New purchases totaling $226.81 were made on April 11, 2015, which
brought your account balance to $228.81 with a $27.00 minimum payment due by
May 25, 2015.  When we did not receive a
payment by the April 25, 2015, and May 25, 2015, due dates, your account was
reported as thirty (30) days past due to the credit reporting agencies.  We received a $100.00 payment on May 29, 2015,
and an additional payment of $160.46 on June 5, 2015, which brought your
account to a zero ($0.00) balance.
 
It is our policy not to
remove any delinquency from our customers’ credit reports, unless it occurred
as a result of a billing 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.  Because your account balance for
June 25, 2014, July 25, 2014, and March 25, 2015, consisted of fees only, I
have cleared our internal records of the delinquencies associated with this
issue, and requested that [redacted] update their
records and delete any history of derogatory information for the time period of
July 2014 and May 2015.  With respect to
your credit score, it is the responsibility of the credit reporting agencies as
to how they calculate the points on a consumer’s credit file.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.
Thank you for bringing this
matter to our attention and allowing me the opportunity to fully resolve this
matter.  If I may be of further
assistance, do not hesitate to call me at the telephone number listed below.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures / mailed June 17, 2015
 
cc:  [redacted], Revdex.com   The Macy's card is issued by Department Stores
National Bank.

Dear [redacted], We are in receipt of Revdex.com complaint ID [redacted].  We have been in communication with [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you. Sincerely, Yvonne...

F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

Problem: I placed two ordered from macys.com . As soon as I found that order has incorrect address, I called them to correct address, however they told us no to worry, we will re-direct shipment to correct address. I noticed that [redacted] shipment has wrong address so I had called and asked them to...

correct address. they could not do that because nature of the shipment. I called macys and they still telling me wrong story and hang on me. I called again and same story, this time I waited around 1 hours 30 mins to connect macys and [redacted] person on conference call so they can resolved issue. finally [redacted] confirmed while Macys customer service was online that Maycs shipment was ship category do not allow change of address. Macy's customer service again hang on me. I spend total 10-12 hours behind macys customer service, [redacted] to resolve issue. no one is willing to listen and solve the issue, I am helpless with this big company. I want to make sure they dont charge me for items they cannot deliver to me.Desired Outcome: Refund my money. order date November 24, 2017 order # [redacted] order total $92.12 order date November 24, 2017 order # [redacted] order total $151.26

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. As of today I processed the transfer of funds from the gift card back to the original form of payment. I advised the processing time will be 3-5 business days to post back to the account. Based on this information we are considering...

this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted] December 15, 2016 [redacted] Re:  Revdex.com, Complaint ID [redacted] Dear [redacted]:   I am in receipt of your additional concerns filed with the Revdex.com, which were forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.  Thank you for your feedback regarding our verification procedures for online orders.  For the security of our customers and to prevent fraudulent purchases, we validate the identity of the person picking up online orders in our stores by swiping or scanning the identification presented at the sales register.  We disclose this common industry anti-fraud practice on our website, macys.com, where you will also find our privacy policy regarding customer information.   Please be assured your information is handled with care and is used for verification purposes only. In other words, this data is not used for marketing or any purposes other than consumer protection and anti-fraud. Given the trust our customers place in us and understanding our obligations to keep their information safe, we have extensive administrative, technical, and physical processes and controls in place to maintain the confidentiality and integrity of sensitive data. [redacted], I appreciate you bringing this matter to our attention and allowing me the opportunity to respond.  If you have any questions further, please contact me at the telephone number listed below.  Sincerely, Stephen C.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

May 24, 2016[redacted]Re: Revdex.com ID #[redacted]       Macy's account ending in [redacted]Dear [redacted]:  I am in receipt of your additional comments filed with the Revdex.com and forwarded to Macy's Executive Office.  As a liaison in this office that is familiar with this issue, I was asked to review and respond to your continuing concerns on behalf of Department Stores National Bank.  I would like to extend my personal apology for any frustration or inconvenience this matter may have caused you.Although I understand your concern regarding someone using your email address, please understand we don’t assign, monitor, or have the authority to verify email addresses that are entered on our customer’s profiles.  On September 24, 2015, when you contacted us by phone, the customer service associate advised you that you would need to use another email address.  On January 27, 2016, we deleted the email address of [redacted] from our online system.  Unfortunately, that email address is no longer able to be used on a profile.  You will need to use a different email address to create a profile on macys.com.  I apologize for the inconvenience.  Further, our research indicates a new password was not sent to you as you stated in your complaint.I was disappointed to hear of the customer service issues you describe in your letter, as it is not indicative of the quality customer service we strive to provide.  Macy’s expects each facet of its operations to meet exceedingly high levels of service.  The information you have provided has been forwarded to the appropriate parties so that they may address this issue directly with the Associate.In regards to your payments, as we stated in our letter dated February 1, 2016, we offer many convenient payment options that do not require online access; payments can be made in the store, mailed, or via our pay-by-phone service.  On October 8, 2015, as a courtesy, we credited a late fee in the amount of $27.00; however, no payments were received until January 30, 2016.  Therefore, I must decline your request to credit further fees.  On March 9, 2016, we received a payment by phone in the amount of $195.93 and on March 20, 2016, we received a payment by mail in the amount of $2,569.32 resulting in a credit balance of $177.95.  I have requested a credit balance refund check be sent to the address listed above.  Please allow 7 (seven) to 10 (ten) business days for delivery.  As of the date of this letter your account is closed and has a zero balance.  [redacted], I hope this letter clarifies any issue you felt remained unresolved.  Should you have any other questions, please feel free to call me at the number below. Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted] Revdex.com       Manager, Customer Service