Macy's

Hello [redacted],This is [redacted].  I am responding to your latest message.  I apologize for this delay.  I did hear from the Executive at Macy's Corp Office.  His name is Steven C.  He told me they have transferred all of my payments to the new acct, that they created....

They also deleted all late fees and charges.  They are suppose to send me a check for overpayment, but it has been 3 weeks and I have not received it.  This has also caused a big problem for my credit standing, which they are suppose to correct for me.I want to Thank You so much for helping me. Have a blessed day!

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.  The response and resolution by the business is thorough, professional and appropriate in regards to my complaint.Thank you for your assistance.
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. 
Regards,
[redacted]  In my previous complaint to the Revdex.com,I was promised by Melissa Unger, that my order would be cancelled. It was NOT cancelled. The order was shipped to me and I had to go out of my way to return it. Once the return was received by Macy's, I was credited $ 53.49. Not the price I paid. which was $213.96. I returned 4 blinds and got a credit for 1. I want the rest of my money credited to my PayPal account.This is the most ridiculous experience I have ever had with a company. I am tired of going through all of this because of Macy's poor customer service.  Desired Outcome: I want the balance owed to me , which is $160.47. I want this done immediately.

[redacted]   [redacted]
March 14, 2016
*
[redacted]
Re: Macy's Account Ending in [redacted]
    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 on behalf of Department Stores National Bank.
I regret any inconvenience or disappointment you may have experienced with your Macy's account ending in [redacted].  A review of your account shows you contacted our Customer Service Department on October 29, 2014, and your address was updated from [redacted] to [redacted]. 
On July 11, 2015, new purchases were made totaling $136.34.  A statement was mailed to [redacted], showing a $25.00 minimum payment due by August 21, 2015.  The statement was returned to us by the United States Post Office as undeliverable.  We do not continue to send mail once an address is deemed undeliverable. 
Your account charged off on February 24, 2016, with a balance of $157.65, and we received your payment for $157.65 on March 1, 2016, for the merchandise purchased on July 11, 2015.  After reviewing your account, we determined an error was made when updating your address; therefore, we will clear our internal records of any delinquency associated with this issue, and will request the credit reporting agencies update their records and delete any history of delinquency from the time period of August 2015, to February 2016.  Please allow the agencies approximately thirty (30) business days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.  Although this account cannot be reopened, we hope you will apply for a new Macy's account in any Macy's store or online at macys.com.
[redacted], thank you for bringing this matter to my attention, and allowing me to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted]
    The Revdex.com

April 25, 2016[redacted] Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] 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. In August 2015, we underwent a system conversion for the Macy’s credit card accounts as well as the credit servicing pages accessed through the macys.com website.  Unfortunately, the implementation of this upgrade caused an error to occur and electronic statement notifications were not delivered to some customers that did not update their profile.  Please accept my sincere apology for any frustration this matter may have caused you. Upon research, I show the late fees from December 2015 through February 2016, totaling $98.89, were removed from your account on February 29, 2016.  On April 8, 2016 we cleared our internal records of any delinquency associated with this issue, and have requested that Equifax, Experian, and TransUnion update their records and delete any history of delinquency from the time period of December 2015 through February 2016.  In addition, I have removed the remaining total of $8.00 in interest charges resulting in a zero ($0.00) balance. [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,Regina M.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
The reason WHY I filed the complaint was that I asked for the account to be completely closed on the first phone call because the person was looking up my account with my social security number (which was NEVER addressed in the proposed resolution by Macy's). Had I not had email receipts enabled, I would have never known the second set of charges would be made after the person looked up my account again. Had my account been closed the first time, I would not have had to go through this all over again. My other question is - Why was this person able to do it again when the new account given wasn't even activated? Because of Macy's push to keep cards open and utilize charge accounts, I had to spend a ridiculous amount of time on the phone disputing the second charges instead of them taking care of it on the first go-around. Wait times were 20-30 minutes per phone call and there were times when I couldn't even get through. Even after my repeated phone calls, I still received a bill for the second set of charges (which I already disputed) and had to call again. 
Regards,
[redacted]

May 2, 2016[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] 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.  Please accept my sincere apology for any frustration this matter may have caused you.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.  My review of this matter found that all interest was correctly charged in accordance with the Credit Card Agreement.  Applying this billing policy to your Macy’s account, the $2.00 interest was for interest charged on your account balance between the last bill date of May 22, 2015, and the date (June 8, 2015) that your $151.68 payment was applied to your Macy’s [redacted] account.  Interest of $2.00 was charged to your account each month until a payment was received on December 12, 2015, for a total of $10.00.  On January 12, 2016, an additional $2.00 interest charge was removed and on April 11, 2016, I removed $10.00 in interest charges resulting in a $10.00 credit balance on your account.  I have taken the liberty of requesting a credit balance refund check for this amount.  You should receive the check at the address listed above in seven to ten business days. Since your account balance consisted of fees only, we have cleared our internal records of any delinquency associated with this issue and requested that [redacted], and [redacted] update your credit file and remove the delinquency reported for July 2015 through November 2015.  Kindly allow the credit agencies thirty (30) days to update their files.  This letter will serve as confirmation of this request.We did not receive a payment from July through December; therefore, your account was closed.  Under federal law, we must determine your ability to repay additional credit which is accomplished by reviewing the annual income and monthly expense information provided and the minimum payments due on all existing loans as they appear on your credit report.  Unfortunately, we are unable to reopen your account.  If you wish to have a Macy’s [redacted] account in the future, you may reapply inside any Macy’s store or online at macys.com.[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,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

January 22, 2018   [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending [redacted]   Dear [redacted]:   I am in receipt of your complaint forwarded to us by the Better...

Business Bureau. 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. Please accept my sincere apology for any inconvenience and frustration you [redacted] have experienced. Kindly know that Jeff G., Chief Executive Officer, Macy’s Inc., has a special staff of individuals who assist him in responding to all telephone calls and written inquiries. I assure you that every letter that comes to our office is reviewed promptly and with the highest level of professionalism possible. On occasion, we are not able to satisfy our customer's requests and Mr. G. is aware of that possibility.   Upon review, I found that your $40.00 online payment that you made on January 8, 2018, was returned to us by your bank due to non-sufficient funds. I am sorry to learn that you provided the wrong bank account number, which caused your payment to be returned unpaid and you were charged fees by your bank.   To clarify, before a payment is completed on our macys.com website, customers are presented with the checking account information and payment amount they entered. The customer must then confirm that the information is accurate before the payment is submitted. After the payment is submitted, the bank submits the payment for processing. The deposit bank has a certain amount of time to return the payment. As is standard industry practice, returned payments are re-deposited. This process does not happen “instantly.”  Once all options to process the payment are exhausted, the credit card processor is notified of the returned payment, the account is coded, and a notification letter is mailed to the customer.   Our records indicate that when you spoke with Ms. Beth H., Customer Service Manager, on January 11, 2018, she declined your request to refund you the $70.00 in fees that your bank charged you because it was not our error. However, since our representative misinformed you that she would stop the check from being submitted a second and third time, Ms. H. removed the $27.00 return check fee charged to your Macy’s account. She also assured you that the necessary coaching would be provided to the representative. On January 16, 2018, a supervisor credited $70.00 for the fees charged to you by your bank, and $25.66 in interests. You will see these adjustments on your next billing statement.   Thank you again for taking the time to bring this matter to our attention and allowing me the opportunity to respond. If you have any additional questions, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.That is correct there was an issue with processing of my payment; however, I was never notified of this error until after the next billing statement when both interest and late fee were applied. I also refuse to think that many calls in a 24 hour period is a courtesy- it is harassment. Especially after I acknowledged the reminder and explained I would look into it.
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]

[redacted]   [redacted]
*       February 6, 2017     [redacted]...

[redacted]                                   ...⇄ [redacted]   Re: Revdex.com Complaint #[redacted]         Gift Card Replacement   On behalf of Macy’s:                                   �...⇄   Contact Date(s) With Customer:  February 1, 2017   Complaint Summary:  Ms. [redacted] is reporting that a $50.00 gift card promised to her from our Customer Service Department in December 2016, has yet to be received.   Resolution:  I have researched [redacted] account and confirmed the notations made on December 27, 2016, from Senior Manager and Credit Systems and Operations Supervisor, Kareem S., where a gift card was requested.  I emailed Kareem S. to request the previous gift card number, in attempts to cancel the original card as a replacement card is being requested in the Executive Office.   I spoke with [redacted] on February 1, 2017, and have advised that a replacement card has been requested and that it will take seven (7) to ten (10) business days to receive.       Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]RE: Revdex.com Complaint IDs [redacted] & [redacted]Macy's Account Ending in [redacted]Dear [redacted]:I am in receipt of your recent correspondence forwarded to us by 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 (DSNB). I apologize for any inconvenience that you may have experienced regarding fraudulent transactions on your Macy's account.Upon receipt of your inquiry, I contacted our Fraud Department to investigate your claim. After reviewing the above-referenced account, our Fraud Department determined that when the card was reported lost on November 12, 2017, no transactions were identified as being fraudulent at that time. Our account notes and call recording indicate that you had requested a copy of your billing statements on November 27, 2017 to assist in completing the Statement of Fraud form. However, a Statement of Fraud was never completed and submitted to specifically identify which activity was fraudulent. Our Fraud Department has advised that there are multiple transactions making up the balance, and in order for them to review your fraud claim, you will need to complete the enclosed Statement of Fraud form identifying the specific fraud transactions. I am enclosing a copy of our Statement of Fraud form for you to complete.Further, in an attempt to assist you in identifying which transactions are fraudulent and should therefore be included in the Statement of Fraud, I have enclosed a copy of all billing statements that are available since your account was opened on September 1. 2017. The billing statements enclosed are for the cycles ending on September 13, October 13, November 13, and December 14, 2017, as well as January 14, and February 11, 2018. Upon receipt of the completed Statement of Fraud, our Fraud Department will investigate your fraud claim and will contact you following their review. Please know our Fraud Department has up to ninety (90) days to complete their review of all fraud claim investigations. Unfortunately, we cannot process your fraud claim without you first completing and returning the enclosed Statement of Fraud. [redacted], thank you again for bringing these matters to our attention and giving me the opportunity to respond. I assure you your loyalty is not only important, but also very much appreciated. Please do not hesitate to call me at the telephone number listed below, if I may be of further assistance.Sincerely,   Justin B.Macy's Executive Office ###-###-#### Extension [redacted]Enclosurescc: [redacted]The Betier Business Bureau

October 13, 2015
[redacted]
Re: Revdex.com
ID [redacted]
      Macy’s [redacted] account ending in
[redacted]
Dear [redacted]:
I am...

in receipt of the
complaint you filed with the Revdex.com and forwarded to Macy’s
Executive Office.  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 inconvenience this matter may have caused you.
Due to a recent scheduled
credit system update for the Macy’s credit card accounts and redesign of our
macys.com website, customers were unable to access account information through
macys.com during this update.  We truly
regret any frustration this may have caused you, and I personally apologize for
the level of service you received when speaking with a Customer Service
representative. 
In reviewing your account
history, I found that on September 23, 2015, your account information could not
be successfully added to your profile because the name entered did not match
what is printed on your new [redacted] credit card.  In addition, the card’s security code was
incorrectly entered.  Kindly note, that a
new Macy’s [redacted] card was issued to you on September 29, 2015, which
you should receive within seven (7) to ten (10) business days under separate
cover.  To successfully add your account
to online servicing, you will need to enter the name as it is printed on your
new card, and use the security code that is listed on the front of the Macy’s [redacted] card located on the upper right hand side of the card.  If you continue to experience difficulties
accessing your account online, please contact our Technical Assistance Team
directly at ###-###-####, option 6, and a representative will be happy to
assist you.
Thank you for bringing this
matter to our attention and allowing me an opportunity to respond.  If you have any questions, or if I can be of
assistance on another matter, please do not hesitate to contact me at the
telephone number listed below.
Sincerely,
Carye C.
Macy’s Executive Office
###-###-#### Extension
[redacted]
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.  The Macy’s
[redacted] Card program is issued and administered by
Department Stores National Bank.

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]I placed an order in March of 2017 on the Macy’s website. The order was never received the first time and was a total of 2 items, the order was resent. I needed to return this order because of sizing, however because of Macys error in their billing and online order system per Sebastian, a supervisor I spoke with, no one can find the order. I recently submitted the return via UPS shipping label, Macys has acknowledged receiving it however the supervisors cannot find the order in the system, even though the Macy’s return label was intact on both items and received by Chen from Macys. All I would like is a credit to my account or a gift card for the items returned, I returned items bought from the store and Macys will not give me a credit. Tara B.[redacted], from the Executive Office, sent an email to me saying that the items were not from Macys, even though the tags were all attached with Macys return labels?? So she said she would not be able to return the items, and was looking into why the items were not sent back to me. This was in July, and it is now September. I have attempted multiple times to call the Executive Office and left several messages for Tara B[redacted] with no response.Desired Outcome: Refund/Gift Card/Merchandise returned

[redacted], I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when we didn’t honor the online price of the [redacted] Black Orchid Pot with Spoon. I have sent...

this to you as an accommodation. You will receive this by January 19th 2018. As a valued customer we appreciate your feedback, and hope you continue to shop at Macy’s. [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.  Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040

July 11, 2017[redacted]Revdex.com Cincinnati1 E 4th StSte 600Cincinnati, OH 45202Re: Response to Revdex.com Complaint ID: # [redacted]Dear [redacted]: I am in receipt of the customer's complaint. As a representative of Macy's Executive Office, I was asked to review and respond to her...

concerns. Unfortunately, I have been unable to speak to the customer directly. I have, however, investigated her concerns. As of 6-17-17 an adjustment credit of $25.23 and as of 6-29-17 an adjustment credit of $24.13 has been credited back to the original form of payment. A return credit of $47.68 has been credited as of 7-7-17 and will also be credited back to the original form of payment for a total refund of $97.04. I apologize for all of the confusion and inconvenience with this order and I remain available to the customer should she wish to reach me directly. Based on the above, we have responded to all concerns and consider this complaint closed. Thank you. Sincerely, Carrie R.Macy's Executive Office###-###-####  Extension [redacted]

September 1, 2015
 
[redacted]
[redacted]
[redacted]
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your additional concerns forwarded to us by the RevDex.com for this complaint.
 
On
behalf of Macy's, please accept my apology for any inconvenience you
experienced due to receiving your macys.com order refunds in the form of gift
cards. We regret the delay in resolving this for you. The refund gift card
value of $67.50 did posted on August 21, 2015 and the $60.96 gift card value
did post on August 24,2015 as credits to your [redacted] ending in 4129.
Unfortunately, it may take a few additional days for you to view the credits on
your [redacted] account.
 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. If I can be of further assistance, please do not
hesitate to contact me at the telephone number listed below.
 
Sincerely,
 
 
 
Marjorie B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted] Cincinnati 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.  
This is quite possibly the worst customer service I have ever received. Prior to filing a complaint with the Revdex.com I spoke with customer service, and they were not able to resolve the issue (I was forwarded to two different representatives/different departments). Their inability to resolve the problem is was prompted me to contact the Revdex.com in the first place.  I do not have access to my account online and I received statements in the mail (not via e-mail as requested). This problem should have been resolved when I initially filed the complaint. 
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. resolved thanks
Regards,
[redacted]

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted] and have resolved her issue. Michele S.Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office