Macy's

October 11. 2017 Hi [redacted], Please note that on October 3, 2017, we requested again that the credit reporting agencies update [redacted]’ credit report and remove any delinquencies reported from December 2016 through September 2017, and have confirmed the request to do so was submitted.  At this point, it is up to the credit reporting agencies ([redacted], [redacted] and [redacted]) to make the appropriate changes to their records – this is out of our control and we consider this matter closed.    Regards,Jan D[redacted] Janice D[redacted]Executive Liaison | Macy's, Inc.1345 S. 52nd St. | Tempe, AZ 85281Office: ###-###-#### Ext. [redacted]

[redacted]   [redacted]
October 15, 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 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 frustration you may have been caused while
trying to access your account online to view your statements and to reach a
customer service representative to resolve this issue. 
In reviewing your account, I
see the minimum payments for May, June, July, and August 26, 2015, were
$147.00, $62.00, $61.00, and $105.81 respectively and not the $42.00 as
indicated in your letter.  Copies of your
billing statements for the periods ending May 26, 2015, through August 30,
2015, are enclosed for your examination. 
Once an account is past due, the minimum payment includes the previous
months’ past-due amounts (scheduled payments plus late fees, if applicable) and
the current month’s regularly scheduled payment amount.  Your July 26, 2015, billing statement had a $61.00
minimum payment due by August 26, 2015. 
Because the $50.00 payment received on August 21, 2015, did not meet the
minimum payment required for this billing cycle, you were charged a $27.00 late
fee on August 26, 2015.  As a gesture of
goodwill, this $27.00 fee was removed. 
You will see this adjustment on your September 26, 2015, billing
statement. 
We recently upgraded our credit system and website. This
upgrade did cause account information to be unavailable to our customers online
at macys.com. We apologize for the inconvenience this upgrade may have caused
to you. .  Also, please be aware the
Macy’s credit cards are issued by Department Stores National Bank.
[redacted], thank you for
bringing this matter to our attention and giving me the opportunity to
respond.  Your business is important to
us, as well as appreciated.  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 October 14, 2015
cc:     [redacted], Revdex.com

June 03, 2016  [redacted]Cincinnati Revdex.com1 E Fourth StreetSuite 600Cincinnati, Oh 45202 Revdex.com CASE NO. [redacted] 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. Thank you. Sincerely,   Lori L.Macy's Executive Office###-###-####, ext. [redacted] cc: [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and even though the resolution is not satisfactory to me, I will accept it as I will not be reopening my account with Macy's in the future. 
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]

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.   I have been given the run around in this matter for a very long time which is why I decided to take this matter further. If you view my credit history with Macy's, you can see that I've always been a great customer with Macy's and have always had an almost perfect payment record to the point that the fraudulent activity started. Unfortunately, I was not aware that this was happening as I was under medical care for chronic Lupus. I have been trying for a very long time to find a resolve for this matter and pushing me back to [redacted] is not the answer as they have only referred me back to Macy's. This issue had taken a toll on my credit and had caused emotional hardship in my life as I am not getting the assistance that I need to resolve this matter. I need a resolution to this. I have no other avenues to take
Regards,
[redacted]

Dear [redacted],We are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced customer and have addressed all matters as expressed in the complaint. We are unable to accept the customer's return per our return policy. Items being returned must be in their original condition, and the customer admits to causing damage while wearing the product. Based on this, we are closing the issue.Thanks, Tranesse S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### ext:[redacted] Fax: ###-###-####

January 23, 2018   [redacted]  [redacted]   Re: Revdex.com Complaint ID [redacted]      Macy’s account ending in [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 you on behalf of Department Stores [redacted] Bank (DSNB).  We regret any inconvenience you may have experienced as a result of this matter.    In your complaint, you state that you reported fraudulent online activity on your account and disputed the balance many times.  My review of the account, including your online purchases, found no record of you calling to report fraudulent activity on the account.  Should you have evidence to support the fraudulent activity, please forward it to my attention at the address noted above for further investigation.   The account referenced above was opened on May 1, 2000, and closed on February 7, 2016, by the creditor, DSNB, because payments were not received as required by the terms of the DSNB Credit Card Agreement (“Agreement”).  Our records indicate that the last payment of $262.90 was made on October 5, 2015, and the last purchase of $82.40 was made on October 28, 2015.  There is no record of returned mail or email, which suggests that the monthly billing statements for this account were successfully delivered.   For validation of the debt incurred on this Macy’s account, I am enclosing copies of the available billing statements from August 5, 2014, through August 5, 2015.  The Annual Percentage Rate (APR) and principal balance are noted on each monthly billing statement. By using the account, you consented to be bound to the terms of the Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.   Due to serious delinquency, the account charged off on May 10, 2016, with a balance of $10,456.98 and we reported your Macy's account as an unpaid, charged off account to the credit reporting agencies. A charged-off account reports to the credit reporting agencies for a maximum of seven (7) years from the date of first delinquency that led to charge off, which in your case is November 8, 2015. Under the federal Fair Credit Reporting Act (FCRA), it is the credit reporting agency that is responsible to remove information from the credit report, not the credit grantor.    As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the consumer.  Therefore, we are unable to accommodate your request to remove the delinquencies reported from your credit report.   [redacted], your account is currently being handled by [redacted] and you may call them directly at ###-###-#### should you have additional questions.  If I may be of further assistance, please contact me at the telephone number listed below.   Sincerely,  Janice D. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures/mailed January 23, 2018   cc:  [redacted], Revdex.com

[redacted]   [redacted]
October 5, 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 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 frustration you may have been caused while
trying to access your account online to view your statements. 
In reviewing your account
activity, I found that the Macy’s account noted above was registered on
macys.com to receive electronic billing and to stop paper statements on April
26, 2012.  Our records show that the June
2015, and July 2015 billing statements were sent electronically to the e-mail
address of [redacted]. 
Specifically, e-mail notifications were sent on June 24, and July 24,
2015, and we show no e-mails being returned undelivered or system issues that
would have prevented the delivery.  Records
do show the June 24, 2015, notification was opened.  We recently underwent a scheduled system
update and redesign of our macys.com website and there were intermittent times
when customers were unable to view their account information or make a payment,
but that has since been corrected. 
On September 13, 2015, you
spoke to a phone associate who removed the $16.24 late fee.  On September 14, 2015, a live chat associate submitted
the $34.48 late fee to be removed and an error occurred when it was credited
twice which left the balance on your account with a $16.24 credit.  This error has been corrected and you will see
it on your next statement closing date of October 23, 2015.  I am enclosing copies of your statements for
June through September 23, 2015, for your review.
[redacted], thank you for
bringing this matter to our attention and giving me the opportunity to
respond.  Your business is important to
us, as well as appreciated.  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
cc:     Tina
Geers, Revdex.com

June 23, 2016Dear [redacted],We are writing in regards to the complaint ID #[redacted]. We will be contacting our customer to advisethat we will be handling the repair cost incurred during the delivery of the exchanged sofa. The signedsettlement letter was received on 6-28-16. I will watch for the check to...

be cut and will request to have itexpedited to his Bullfinch Square address. I will contact our customer again once the check is in our systemadvising of the time frame he may expect to receive it. Macy’s find this matter closed.Sincerely,Macy'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.  Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I did receive a phone call once from Michele. I called her back at the number provided on my voicemail. There was no answer and a message system prompted me to leave a message. I did leave a message providing my contact information and that she had called and I was returning the call. That was 6/27/16 and I still have yet to receive a phone call back. Even if she did not receive my call back there should have been a follow up call to resolve the issue. At this point I want no part of Macy's. Their dedication to customers is severely lacking and sucks. I have had a credit card with them for 6 or so years and I will be closing it. I'm extremely disappointed with the customer service and this whole experience.   
Regards,
[redacted]

I feel as though Macy's could care less about this issue, all they want is for me to keep providing them w/ information so they can collect money. We have A dispute and at the same time I'm receiving collection letters w/ settlement offers. I feel as though Macy's owes me the $55 dollars.

June 30, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy's store account ending in [redacted]         Bloomingdale’s store 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 (DSNB).    Our records indicate that both of the above mentioned accounts were opened as individual accounts on February 4, 2008.  [redacted] and [redacted] are listed as authorized buyers on the Macy’s account.  Per the terms of the DSNB Credit Card Agreement (“Agreement”), as the primary account holder, you are financially responsible for all amounts owed regardless of who made the purchases.   The initial application process requires that you present a photo ID, your Social Security Number, a qualifying credit card and income information in order to be considered for a credit account.  During the application process you are required to verify and confirm that the information you provided, including your Date of Birth, is correct.    As of the date of this letter, the information below is currently reporting for the accounts.   Macy’s account ending in [redacted] Bloomingdale’s account ending in [redacted] Open Date February 4, 2008 Open Date: February 4, 2008 Last Purchase Date July 29, 2011 Last Purchase Date August 29, 2011 Last Payment Date February 28, 2012 Last Payment Date November 15, 2011 Date of First Delinquency September 28, 2011 Date of First Delinquency October 15, 2011 Closed Date November 28, 2011 Closed Date January 15, 2012 Charge–off Date March 28, 2012 Charge-off Date April 15, 2012 Balance $2,881.14 Balance $1,230.29   Enclosed are copies of the available monthly billing statements for the Macy’s account for the periods ending March 28, 2011, through March 28, 2012; and, for the Bloomingdale’s account for the periods ending March 15, 2011, through March 15, 2012, as reference.  These monthly billing statements were mailed to the billing address on file and we have no record of returned mail for your accounts, which suggests that they were delivered.   By using the accounts, you consented to be bound to the terms of the Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.  We are satisfied that all fees were properly assessed, and no adjustments will be made.    Both accounts were closed by the creditor, DSNB, as noted above, because payments were not received as required by the terms of the Agreement.  Due to serious delinquency, the accounts charged off on the dates noted above and we reported both accounts as unpaid, charged off accounts to the credit reporting agencies.  A charged-off account reports for a maximum of seven (7) years from the date of first delinquency that led to charge off which in your case is March 28, 2012, for the Macy’s account and April 15, 2012 for the Bloomingdale’s account.  Under the federal Fair Credit Reporting Act (FCRA), it is the credit reporting agency that is responsible to remove information from the credit report, not the credit grantor.    Our records indicate that you recently called both Macy’s and Bloomingdales stating that the accounts were opened without your knowledge or consent and we sent you Statements of Fraud to complete and return for each account.  Please note that until we receive proof of your Date of Birth, we are unable to remove the accounts from your credit report.    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.  My research confirmed that the information we are reporting is accurate.  However, on February 4, 2013, we instructed the credit reporting agencies to update their records and report the Bloomingdale’s account as “customer disputes reporting”.  In addition, on February 5, 2013, we instructed the credit reporting agencies to update their records and report the Macy’s account as “customer disputes reporting”.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Should you have additional questions, please call me at the number listed below.    Sincerely,   Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed June 30, 2017   cc:  [redacted], Revdex.com

[redacted]: We just received rebuttal number four for [redacted]).  [redacted] does not bring up any new information, and we have answered his questions.  His fraud claim was denied, and we have advised that if has additional information that he would like considered, he may send it to us for review.  We will not be responding to any further complaints without any new information to support his claim. Thank you, Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [redacted]

Revdex.com:
Rachel R. did contact me February 19 and said she'd eliminated Macy's incorrect charges as stated in the material posted to your site.  I logged into my Macy's account and it now shows a zero balance, so let's hope this is really the end of it!  I never said "I really  appreciate someone taking time out of their day to resolve the issue" because frankly it is the company's responsibility to resolve issues of their own creation!  In truth, I told Ms Robbins I felt it was ridiculous how long it took to get a correct return resolution over a piddly $21.39 item the company received back within 7 days.  I went on to express my strong dissatisfaction w/Macy's credit card operations which included 2 alleged "cash register errors" in a 14-month (not 6-8) period and questioned the company's commitment to and handling of credit related issues.  I wanted to be very clear those in power at Macy's must correct these issues ASAP.  This is why I wanted to emphasize I was not blaming her directly since Ms. Robbins was not involved in any of the previous failures at the store, online or in the credit card unit.  Often times recipients of customer complaints feel as if it is personal when it isn't...that is the only reason for said clarification.   Since I was getting nowhere with Macy's customer service I contacted the Revdex.com. Again, for now it appears the issue is resolved let's pray it stays that way.
[redacted]

March 30, 2016 [redacted] Re:  [redacted] – Case #[redacted]        Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in...

[redacted] – closed Dear [redacted]: I am in receipt of your [redacted] and Revdex.com complaints, which were 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. I was disappointed to read that you set up electronic billing for the Macy’s [redacted] account referenced above and did not receive any notices from us regarding your monthly billing.  Unfortunately, we have no record of this account being registered on macys.com, no request for electronic billing notices and no e-mail address on file. We sincerely regret any frustration you may have experienced regarding the fraudulent activity on your Macy’s [redacted] account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that you called on February 22, 2016, to report fraudulent use of your account.  At that time, we reported your Macy’s [redacted] account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued.  On February 23, 2016, we forwarded copies of your complaints to our Fraud Department, and I am pleased to share that on February 26, 2016, we removed the $150.00 charge, $64.00 in late fees and $6.91 in interest charges from your account ending in [redacted].  Our records show we received a $156.91 payment on February 24, 2016, and on March 7, 2016, per your request, a refund check for $183.55 was sent to you.  As of today’s date your Macy’s [redacted] account ending in [redacted] is closed with a zero balance. Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and [redacted] delete the late payment history for February 2016 on your Macy’s [redacted] account from your credit report.  Kindly allow at least seven (7) to ten (10) business days for the agencies to modify their records to reflect the information contained in our request. Thank you for bringing this matter to our attention.  With respect to your request for a $1,000.00 Macy’s gift card, I must respectfully decline as we do not provide compensation for matters of this nature.  You can be assured that we have policies in place in order to comply with all federal and state laws in our credit practices.  If I may be of additional assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,Ms. Randi P.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted]       [redacted], Revdex.com

Hi [redacted], I have spoken to [redacted] regarding her Revdex.com complaint ID # [redacted].  We were able to resolve all matters as expressed in this complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you. Sincerely, Yvonne F.

January 13, 2016[redacted]Cincinnati Revdex.com, Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her Macys.com order #[redacted]. [redacted] confirmed that a new order was placed, and she has now received the...

correct item. As an accommodation, I am sending [redacted] a gift card for $30.00 that she may use in store or online. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

I filed a complaint regarding this matter previously on 1/16/2017 however am submitting this again as the customer service rep assigned to resolve this matter cannot seem to understand the issue. Complaint ID: [redacted]. I received a call from a Macy's customer service rep on 1/23/2017, however...

after multiple phone calls since then the matter still remains unresolved. At issue is an order which I returned and requested refund back to my purchasing credit card. My order status on the Macy's website correctly notes the items returned and the refund amounts owed to me. (Order # [redacted]: Amount Charged: -$52.91; -$173.12; -$226.04). However I have only received a credit back for -$173.12. I am still owed refunds of -$52.91 and -$226.04. In my last call with the customer service rep just now 1/26/2017, the rep explained that the audit team notes reflected that I already received all refunds for returned items in December 2016 and January 2017; which I had to explain to him was impossible given that Macy's did not receive my return until January 10, 2017. I asked if I needed to resubmit all this information over again in writing in order to be processed properly or if there was a supervisor that I could escalate this to for resolution. The rep stated that there was no one above him who could resolve the matter and that he would attempt to issue the refunds. When I confirmed okay, the line went silent and when I tried to ask how long it would take for Macy's to issue the refunds it was clear that the rep had hung up. I stayed on the line for about 15 more second to make sure that he did not put me on hold and the line eventually hung up on me. This was now the eighth contact and attempt that I have made to receive refund of items that I paid for, returned, and received confirmation of return receipt by Macy's. At this point it is becoming a consumer credit issue as Macy's seems to have little regard for retaining a customer's money despite having already confirmed receipt of items returned. I want a refund of the still remaining credits owed back to my original form of payment.