Macy's

[redacted]   [redacted]
January 28, 2016
[redacted]
Re: Revdex.com ID
11100727
      Macy's account ending [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
regret any disappointment you may have experienced because the credit limit was
lowered on your Macy's account. 
According to the terms of the Department Stores National Bank Credit
Card Agreement, we may reduce or increase your credit limit at any time for any
reason as permitted by law.  We will
notify you of any change, but the change may take effect before you receive the
notice.  I have included the letter that
was sent on October 31, 2015; this letter outlines the reasons for the decrease
in credit limit.  Should you wish to
request a limit increase, please contact the telephone number on the back of
your card so the account can be reviewed. 
Per
the Department Stores National Bank Credit Card Agreement, 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.  This
interest charge is for the money loaned to you during that period, and will
appear on the next month’s billing statement. You can avoid being charged
interest by paying your account balance in full every month by your payment due
date.  Please accept this letter as
confirmation that your account currently has a zero balance.  My review of this matter found that all
interest was correctly charged to your Macy’s account in accordance with the
Credit Card Agreement.
[redacted], your continued loyalty is important to us and we are sorry we have
disappointed you.  I hope this won't keep
you from shopping with us in the future. 
If I may be of further assistance, please feel free to contact me at the
telephone number listed below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosures /mailed January 28, 2016
cc: [redacted], Revdex.com

No, they have not refunded my money for the 1 item. I was told last night by a customer manager via email that they are not refunding my money . I cancelled order on March 3 and I still not have received a refund. In addition, they keep saying it's banks fault, I spoke with bank and the bank has nothing to do with it, it's the business. I am sick of their lives and multiple different answers. It's very simple, I canceled the 1 item on order, refund my money. I never have a problem with any other store, just Macys.

[redacted],
 
We
are in receipt of Complaint Id #[redacted]. To resolve this issue, we have
sent the customer a gift card to offset the delivery fee. The customer has been advised that the gift card will arrive in 7-10 business days.  At this time,
Macy's will consider this matter...

closed.
 
Thanks,
 
Macy's
Executive Office

December 15, 2016[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 was unable to contact you when I phoned on December 14, 2016, however I did leave a message. As was stated previously, the payment method used was a [redacted]; not [redacted] as indicated in the complaint. We were not able to locate any other recent orders with [redacted] as the payment method, however we would welcome the opportunity to speak with you.If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]CC: [redacted], Cincinnati Revdex.com

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.
 
Our
records indicate that we have processed an...

exchange of the mattress due to the
difference in height. We show that the exchange was completed on 8/01/2015.
Please accept my sincerest apologies for the inconvenience you have experienced
with your purchase. If you need further assistance, please feel free to contact
me at the number listed below.
 
Please
be assured that Macy’s does not engage in false or misleading advertising
practices. When a review is submitted for merchandise it is reviewed to ensure
reviews containing offensive language are not posted. As well, a negative
review may be reviewed to verify if it is an issue with that specific item or
if there was an issue with Macy’s customer service. 
 
Sincerely,
 
Jennifer C.
Macy's Executive Office
###-###-#### Extension [redacted]

December 8, 2016   [redacted] Revdex.com 1 East 4th, Suite 600 Cincinnati, OH 45202   Re: Revdex.com, Complaint ID #s [redacted]      Macy’s account ending in [redacted]...

                                        ...⇄ To the Revdex.com:   I am in receipt of the additional complaint filed by [redacted], which was forwarded to Macy’s Executive Office on October 26, 2016.  Since [redacted] has requested that we cease communication with her, I am directing my response to you on behalf of Department Stores National Bank.   In researching [redacted] inquiry, I confirmed she opened her account on November 2, 2015, inside the former [redacted] location.  At this time she provided her personal information and presented a Photo ID at the cash register which allowed the account to be opened.  An immediate charge for a [redacted], in the amount of $75.85 was made.  From my understanding she previously confirmed this purchase when speaking with an Executive Liaison by the name of Stephen C., on October 17, 2016.    It appears that she also confirmed during this conversation that she visited our [redacted]  store location on Black Friday (November 26, 2015) and presented her photo ID to purchase three women’s blouses (totaling $101.58).  However, she claimed that three purchases charged to her account (including [redacted], and [redacted]) made on the same date and within the same hour and store location were fraudulent.  Our records indicate that all four transactions made on November 26, 2015, inside the [redacted] Macy’s store were charged to her account, using the physical credit card.   On January 30, 2016, she called Macy’s Customer Service and reported the transactions for the boots, cologne and cosmetics as fraudulent.  A Statement of Fraud (SOF) was mailed to [redacted] on this day, which requested further details of her claim as well as a copy of her photo ID.  As the date of this letter, a Statement of Fraud has yet to be received from [redacted] regarding this claim.    My research further shows that three purchases were made on June 18, 2016 (including [redacted] Shirts $54.05, [redacted] shorts $43.73, and [redacted] $80.03) using [redacted] Macy’s account inside the Macy’s [redacted] store using the account look up process.  Macy’s account holders can shop in-store via account lookup with a valid photo ID and further identity verification.  [redacted] photo ID (matching the photo ID she presented when opening the Macy’s account) was used to process these transactions.   An additional purchase was made on July 30, 2016, for [redacted] Hats, totaling $33.53, inside of the [redacted] Macy’s Store.  This transaction was also processed using her photo ID.    [redacted] again called Macy’s Customer Service on September 17, 2016, to report that fraud occurred on her account for three transactions made on June 18, 2016, and the one transaction on July 30, 2016.  While she is correct that Macy’s cardholders are not responsible for any disputed amounts on their account, we were unable to substantiate her claim of fraud.  Upon conclusion of a fraud investigation, if the charges are found to be valid, the customer is responsible for payment of these charges.   In this case, our Fraud Claims Department investigated [redacted] claim was unable to substantiate her claim of fraud.  Accordingly, we have determined that she is responsible for the charges in question.  On October 10, 2016, a letter disclosing our decision was mailed to [redacted] ad[redacted] on file.  As a result, we have closed the outstanding dispute on her account and will not be removing the charges.   As a creditor we are obligated to accurately report the payment history to the credit reporting agencies, whether favorable or unfavorable to the consumer.  Since the charges have been determined to be valid, we are unable to remove any delinquencies on the account.  However on September 27, 2016, we instructed the credit reporting agencies to update [redacted] credit file to include “customer disputes reporting”.      While I understand this may not be the resolution [redacted] was seeking, as a courtesy, two late fees (totaling $74.00) have been removed from her account.  The account balance as the date of this letter is $328.26 (including a past due amount of $149.00) and a minimum payment of $194.28 which was due by December 6, 2016.  I encourage [redacted] to contact our Collections Specialty Department at ###-###-####, to arrange for payment on this account.   Thank you for giving me the opportunity to respond.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have reached out to the customer and they agreed on the $300.00 gift card that was sent out on 12/27/2017. Based on this information we consider this matter closed satisfactorily. Thank you. Theresa S.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 find that this resolution is satisfactory to me. I want to thank you for your assistance with this matter as all communication I had with Macy's over three months was ineffective in resolving the issue. I hope that Macy's will make more efforts to resolve similar issues in a much more timely manner.
Regards,
[redacted]

[redacted]   [redacted] November 3, 2016 [redacted] Re: Revdex.com Complaint ID #[redacted] Dear [redacted]:   Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, I was asked to further address this issue.  Please accept my apology for any inconvenience you may have experienced as a result of this issue. Upon review, I confirmed that it was Macy’s Civil Recovery Department (###-###-####) that was previously calling you to determine if you are the parent of the minor in question.  According to the representative I spoke with on October 24, 2016, they had left several voice messages requesting you to call them to discuss whether you are her parent or legal guardian.  Our records indicate they received over fifteen (15) phone calls from you on Saturday, September 24, 2016, informing us you are not the parent of the minor.  On this day, your name was removed and the file was forwarded to an agency, who will attempt to contact the minor’s parent or legal guardian.   On Monday, September 26, 2016, we received additional calls from you, where we confirmed that your name was removed from the case when we spoke with you on Saturday, September 24, 2016.  You will no longer receive phone calls from Macy’s Civil Recovery Department with regard to this issue.  For clarification, our records indicate there is no Macy’s account on file, and our collections department has no record of any recent dialing activity to the second phone number provided of ###-###-####.    [redacted], thank you for the opportunity to further address your concerns.  If you have questions on another matter, do not hesitate to contact me at the telephone number listed below. Sincerely, Alison G.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

[redacted]   [redacted]     October 10, 2016   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted]...

(closed)         Macy’s [redacted] account ending in [redacted] (lost/stolen)   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.  Please accept my sincere apology for any frustration you may have experienced as a result of this situation, and for the delay in resolving your issues.   In reviewing your account, our records indicate you called on August 8, 2016, to initiate a claim for the $31.43 charge made on July 16, 2016.  At that time, we reported your Macy’s account ending in [redacted] as lost/stolen, and a new credit card ending in [redacted] was issued to prevent any additional unauthorized charges.  On September 25, 2016, you called and requested to close the account due to the fraudulent charge.  On September 28, 2016, our Consumer Protection Department credited the $31.43 charge, and removed the $27.00 late fee and $2.00 interest charge, resulting in a zero ($0.00) balance.   As of September 29, 2016, we cleared our internal records of any delinquency associated with this issue and requested that [redacted], and [redacted] remove any delinquency associated with this issue from your credit file.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will also serve as confirmation.   [redacted], thank you for the opportunity to address your concerns.  We regret that this incident escalated to the point where you felt it was necessary contact the Revdex.com, and also caused you to close your Macy’s account.  Be assured that the security of our customer’s accounts and personally identifiable information is a high priority at Macy’s, and we have policies in place in order to comply with all Federal and State laws in our credit practices.  We hope you will consider this an isolated incident and give us another chance to serve you in the future.  If I may be of any further assistance, please do not hesitate to contact me at the number noted below.   Sincerely,       Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

May 2, 2016[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 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 confusion or frustration that may have been caused regarding the interest charged to your Macy's account referenced above.  Be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.Per the Department Stores National Bank Credit Card Agreement, if the minimum monthly payment is not received by the due date shown on your statement, which for your account is the 2nd of every month, late fees are applied to the account.  Furthermore, for any month the balance-in-full is not paid, interest charges are assessed on the balance from the first day of the billing cycle until the date that your payment is received.  The minimum interest charge is $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month's billing statement.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  My review of this matter found that all late fees and interest were correctly charged to your Macy's account.  On January 7, 2016, you contacted us by phone and the associate removed two $2.00 interest charges, as a courtesy, for a total credit of $4.00 and closed your account per your request.  On April 13, 2016, I removed a total of $8.00 in interest.  As of the date of this letter, your account has a zero balance and is closed.  I have enclosed copies of the billing statements, the Credit Card Agreement, and an account audit for June 2015 through April 2016 for your review.  In addition, I have cleared our internal records of any delinquency associated with this issue, for the time period of January through April 2015 and I requested that [redacted] delete any record of delinquencies from your credit bureau report for this same time period.  Please allow the agencies thirty (30) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.  [redacted], thank you for bringing this 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.  I am sorry to hear that this matter caused you to close your account and hope that you will allow us the opportunity to mend our business relationship.  If I can be of further assistance, please contact me at the telephone number listed below. Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc: Revdex.com

July 03, 2015
 
 
[redacted]
 
 
Dear
[redacted]: 
 
I am
in receipt of [redacted] rebuttal.  As
we have expressed to [redacted] on numerous occasions, we will no longer
respond to his inquiries regarding this issue. 
As a result, no response will be provided.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [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.In the response, [redacted] indicates that interest was not charged on the credit protection fees.  I never alleged that interest was charged on the credit protection fees.  However, if the $1627 that I submitted in payment was applied to my credit card balance, the lower balance would result in lower interest fees.  Therefore, by re-directing my payment to the credit protection as opposed to the credit card balance, Macy's was able to collect more money in interest fees.  I would like that amount in fees to be calculated and returned to me.  In addition, I have never been provided proof of enrollment nor proof of total fees collected by the credit protection company.  Although they may not longer have proof of enrollment, I would like a copy of my statements from August 2008 through March 2014 that can substantiate the total amount paid to Aon Integramark for credit protection I did not authorize or desire. At this point, I have only the word of the credit protection company that the amount collected was equal to $1627. Finally, I think it should be addressed that the credit protection company is [redacted] and yet all written correspondence from them  boast the Macy's logo and letterhead.  [redacted] is not identified on any correspondence and refused to identify themselves during my initial requests for the name of the business.  But when I called to have the issue resolved I have been continuously directed by Macy's to the 'credit protection service' and the 'credit protection services' redirected me to Macy's for answers to my questions.   It seems fraudulent to not clearly identify the name and contact information for the company who owns the credit protection service.  It also increases the likelihood that customers give up on trying to resolve these type of concerns.  Macy's should have accepted all accountability and should have been willing to resolve all concerns since Macy's was the company with whom I entered a business arrangement. These types of business practices should be illegal as they take advantage of customers by siphoning money without the customer's knowledge. 
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.  I am awaiting receipt of the $200 gift card, but understand it can take time to process. Thank you so much for your help and professionalism Ms M. in helping me resolve this matter. Macy's has not lost me as a customer. 
Regards,
[redacted]

[redacted]   [redacted]         July 1, 2016     [redacted]
[redacted]
[redacted]   Re:  Revdex.com Complaint [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 had hoped to discuss this matter with you personally; however, I was unable to reach you.  I was able to leave messages and I look forward to speaking with you at your convenience.   Unfortunately, I was unable to locate the account in question with the information given.  If you would kindly provide a telephone number that would be on the account or the primary account holder’s name and address, I’ll be happy to investigate further.  You may contact me at the telephone number below or email our office at [email protected] with this additional information.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please be assured that your complaint has been acknowledged and will be addressed accordingly upon receipt of the requested information.  Please feel free to contact me with any questions or concerns.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
November 12, 2015
[redacted]
[redacted]
[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 Bank. I
apologize for any inconvenience you may have experienced in your attempts to
resolve this issue.
We
updated your address as you requested to the address noted above on October 23,
2015.  I removed $60.00 in late fees and
$4.25 in interest charges related to this issue resulting in a zero ($0.00)
balance on the account.  We have cleared
our internal records of any delinquency associated with this issue.  We also requested the credit reporting
agencies update their records and delete any history of delinquency from the time
period of August and September, 2015.  Please
allow the agencies approximately seven (7) to ten (10) business days to make
the necessary corrections to update their files.  This letter will serve as confirmation of
this request. 
[redacted]
[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,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted]
Revdex.com

April 27, 2018[redacted]Re: [redacted] – Case # [redacted]       Better Business Complaint ID# [redacted]             Macy’s account ending in...

[redacted]Dear [redacted]:  I am in receipt of your complaint filed with the [redacted] (CFPB) and the Revdex.com, both of which were forwarded to Macy’s Executive Office on April 20, 2018.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).This letter is in response to your request for validation of the debt associated with the above-referenced account.  As of the date of this letter, the information below is currently reporting for this account. Open Date:                   October 17, 2011Last Purchase Date:       October 18, 2011Charge-Off Date:           October 19, 2012Last Payment Date:        March 3, 2012Balance:                          $389.44I enclosed a copies of your purchase receipts and copies of available monthly billing statements with the statement closing dates of October 19, 2011, through October 19, 2012 as validation of this debt.  We have no record of receiving a previous request from you for a validation of this debt.   However, we show the credit reporting agencies contacted our offices electronically several times in 2015 and in April 2018, with an Automated Consumer Dispute Verification (ACDV).  A response was electronically returned to the credit reporting agencies confirming the accuracy of the reporting status. When an account is disputed with the credit reporting agencies, an electronic notice is sent to us to verify the information that we are reporting.  It is not a request for a complete validation of your account. The information provided with this letter is sufficient to validate the account as required by law. Based on this information, the account is reporting accurately to the credit reporting agencies as an unpaid charge-off.  A charged-off account will remain on a credit report for up to seven (7) years from the date of the first delinquency that led to the account charging-off.  However, we did confirm that Equifax is reporting your account twice; therefore, we sent a request to Equifax to remove the duplicate account that appears on their credit report.  Please allow Equifax thirty (30) days to delete the duplicate account from your credit report. In the meantime, this letter will serve as confirmation of that request to delete the duplicate.  Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of additional assistance, please do not hesitate to contact me. Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]Enclosures by mailcc: [redacted]      The 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.  .
While I appreciate Bloomingdale's timely response as well as the sincere professionalism that their representative Monica O. exhibited over the phone when she spoke with my wife upon my consent on my behalf this situation is completely unacceptable.  I fully understand that their records indicate that I changed my paper statements to electronic.   I can say with 100% certainty that if this change did in fact take place, I did not authorize it knowingly.  I have never received any form of electronic communication from them regarding billing.  If it was sent, it must have gone to my spam.  Since I did not know that the statements existed electronically I would not have known to research their whereabouts.I was told on the 60 day mark of lateness, that a collections agent had attempted to contact me by phone around day 30 and that they do not keep record of whether or not a message was left for me.  I was unaware of the call.  What kind of attempt to collect a payment is that?  I was not given the opportunity to be reminded of the late payment or to make a payment.  Instead, I get a call on day 60 after my perfect credit had been impacted.  Calling after my credit was impacted is just as ridiculous as attempting to call prior to 60 days without leaving any kind of message.  In my eyes this is clearly a billing error.  I'm being held accountable for a statement delivery change that I was unaware of  and for a late payment that I did not even know about it.  I wish that Bloomingdale's would please reconsider and look at this situation for what it is.  Their faulty communication caused this whole issue.  Regardless of the disconnect with the electronic statement delivery, had their collection's agent made a legit attempt to communicate with me prior to my credit being affected this never would have happened.  I'm so disappointed.Bloomingdale's has destroyed a client relationship over a misunderstanding and
there lack of concern to keep a client informed is such a shame.  My family and I have spent an abundance of money in their store over the years.  I feel that I am left with no other choice but to consider legal action unless they will work with me to restore my credit.  This situation is not at all about the money they were owed, the amount is trivial.  It's about my dignity, reputation and credit.  I'm an honest person and up until this point, I thought that Bloomingdale's was an honest, trustworthy company. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]  Customer called Revdex.com stating the considers the matter resolved.

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 talked to someone from Macy's last week.  He offered the discount so that I can use that money to try and repair the sofa motor.  I agree to that.  He is also looking for the record showing the plan was cancelled and I was issued a refund, voiding the warranty.  Please let me know what is happening next.  
Regards,
[redacted]