Macy's

May 19, 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 (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 apologize for any continued misunderstanding with the above-referenced Macy's account and for the delay in responding to your Revdex.com complaint. Please be assured that a customer is never required to open a Macy's account in order to make a purchase, and I am sorry if you were left with that impression.   A review of our records shows your account was opened on July 25, 2015, and purchases were made totaling $30.31 with a $25.00 minimum payment due by September 1, 2015.  Additional purchases were made on August 5, 2015, totaling $111.41.  An online payment of $100.00 was made on August 14, 2015, leaving a balance of $41.72 with a $27.00 minimum payment due by October 1, 2015.  The payment due date for your account is the first day of each month.  We did not receive a minimum payment by October 1, 2015, resulting in late fees and interest charges to your account.  We also did not receive a payment by the due date for the months of November 2015 through April 2016.  Late fees and interest were charged each month until your account charged off on April 5, 2016, with a balance of $317.14.  As stated in our Credit Card Agreement (enclosed), a late fee is applied if the Minimum Payment Due is not received by the “Payment Due Date” shown on your statement.  Therefore, late fees were assessed to the account in accordance with the terms.  Similarly, interest charges were also assessed to the account between October 2015, and April 2016, in accordance with the terms.  These fees are also explained in our monthly billing statement.Our records indicate we previously responded to your concerns on January 12, 2016, and on February 8, 2016.  We provided pertinent account statements in our January 12, 2016, response.  We feel we have addressed your concerns in our prior response letters (enclosed), and our position on this matter remains unchanged.  Notes show on August 14, 2015, you registered your account online and elected to receive mailed paper statements to the address you provided and electronic statement notifications were being sent to [redacted] informing you of the balance owed.  We have no record of returned mail or email, suggesting statements were received. [redacted], your account is reporting accurately as charged-off with a balance of $317.14, however we have updated our records to “customer disputes reporting”.  Your account has been assigned to [redacted], an outside collection agency.  The calls you are receiving are attempts to contact you about your account.  Please contact [redacted] at ###-###-#### to make payment arrangements or to discuss a settlement.  Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc: [redacted]    The Revdex.com    [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 want to add, that Macy's is incorrect they post fault advertisement. I found the rebate I downloaded on the website the date I purchased the luggage. So for them to say I don't qualify is a lie, they made me go spend a few hours of my time on the phone and resolved nothing. Their customer service is none existenting. Why would they advertise a product refund only to put it back on there customers. Here is the proof that was on their website the date I made the purchase. Thanks for nothing Macy's you're lost a long time customer.

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 with regards to my Revdex.com complaint. I do not want to accept the business response at this point, as I was informed by Macy's that they will be processing my return back to my original form of payment, and could take 7 business days. I've been told this before when calling customer service and the refund never appears on my credit card. I have not received the refund at this point (but it hasn't yet been 7 business days) and have not received any email confirmation that I am in fact going to receive this refund. So at this point I do not want to accept. Can I leave it open until I receive the credit, or do I need to reject the response? Thank you, [redacted] Also, as a side note about this complaint - there is nothing during Macy's return process that states that because you have a different last name for shipping/billing (I ship to my maiden name, as that is what is associated with my [redacted] accounts), the return is processed as a merchandise credit. All of my confirmations state that my payment will be refunded to my original form of payment. I have returned many items to Macy's/Bloomingdales and this doesn't happen all the time. Only sporadically without any pattern. When they issue a merchandise credit the gift card is automatically mailed to the address where you had your order shipped. Sometimes I have things sent to my work, neighbor's house, etc, but don't want my refund being sent there. This also increases the risk of fraud/theft of my refund.    
Regards,
[redacted]

February 10, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[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,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

[redacted], I spoke with [redacted] on 5/3 and provided our resolution.  We have submitted a full refund for her purchase and all delivery fees associated.  The consumer has been advised when to expect the refunds.  At this time Macy’s will consider this matter...

closed. Thanks,   Angela L.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: Phone: ###-###-#### Fax: ###-###-####

April 28, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com ID #[redacted] Macy's [redacted] 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 you may have experienced and for any problems you encountered while attempting to resolve this issue. Per the enclosed Department Stores National Bank Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  In addition, 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.  Applying the billing policy to your Macy’s [redacted] account ending in [redacted], the $2.00 interest charge that appeared on the billing statement for the period ending February 5, 2016, included interest for the funds loaned to you between the last bill date of January 8, 2016, and the date (January 13, 2016) that your $251.16 payment was applied to your account.  However, in researching this issue, I found a system error occurred regarding the delivery of electronic billing statements for those customers who are registered with [redacted] to receive online statements.  My review shows on February 9, 2016, $2.00 in interest was removed, March 9, 2016, a $28.00 late fee and $8.18 in interest was removed and April 22, 2016, the remaining $37.00 in late fees and $2.00 interest were removed leaving a credit balance on the account in the amount of $75.18.  I have requested a credit balance refund check be mailed, to the address above, for that same amount.  Please allow 7 to 10 business days for receipt.  Copies of the billing statements for period ending October 8, 2015 through April 7, 2016, an account audit for that same time period, and the Credit Card Agreement are enclosed for your viewing.In addition, I have cleared our internal records and requested that [redacted], [redacted], and [redacted] delete any record of delinquency associated with this issue from your credit bureau report.  Please allow the agencies approximately 7 to 10 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 was sorry to see 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 do not hesitate to contact me at the telephone number listed below.Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]Enclosures / Mailed April 28, 2016cc: [redacted], Revdex.com

Dear [redacted]: We are in receipt of Revdex.com Complaint Rebuttal #[redacted] for [redacted].I've left messages and multiple emails, with apologies, requesting contact if the customer is still not satisfied. Our policy remains regarding Authorization Holds and Consumer Protection. Her experience was not different for anyone else under the same circumstances. I've advised her what happened, in writing. She has my direct contact information.Based on the above we consider this issue resolved, pending contact from the customer. Michele S.Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS 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] I[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 feel I'm entitled to some store credit because it is not acceptable that my rebate was mistakenly invalidated, and had to dedicate even more effort to have it fixed. Macy's must take responsibility for this mistake and provide me with some compensation. I do not accept what happened. Rebate by itself is already very risky to the customer (should be regulated) and receiving it was invalid (by Macy's mistake) was absurd.Unfortunately I'll contact [redacted] with the invalid rebate response from Macy's, along with the submission (all valid) and let them decide if Macy's is doing it right. I'm giving Macy's an opportunity to settle this issue by providing a compensation.
Regards,
[redacted]

April 20, 2016 [redacted]
[redacted] 
[redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in [redacted] Dear [redacted]:We are in receipt of your complaint filed with the...

Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused and for the level of service you described receiving.  Unfortunately, the 12-month no-interest payment plan was not properly established when your furniture purchase was made.  My research confirmed that all interest charges and late fees that had been applied to your account have been removed.  Your last payment of $3,483.58 paid your account to a zero balance.  Also, be assured that this situation had no negative effect on your credit report.  Your Macy’s [redacted] account is open with a credit limit of $9,000.00.  Thank you for allowing me to respond to your inquiry.  If I may be of assistance on another matter in the future, feel free to contact me at the telephone number listed below.  Sincerely, Stephen C.  Macy’s Executive Office  [redacted]###-###-#### Extension * cc: [redacted], Revdex.com

[redacted]   [redacted]         June 15, 2016     [redacted]...

[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.   According to the terms of the Department Stores National Bank Credit Card Agreement, interest is charged on the outstanding balance of your account until the day you pay the full balance owed on that account type.  For example, if you have been paying only the minimum payments on your balance and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the date that your payment is received.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement.  This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  In using your account, you consented to the terms of this Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.    In researching this matter, I found that the billing statement for the period ending December 24, 2015, had a $31.37 balance, with a $27.00 minimum payment due by January 20, 2016.  We received your payment of $31.37 on January 21, 2016 (one day late); therefore your account was charged a $27.00 late fee and $2.00 interest charge in accordance with the terms of the Department Stores National Bank Credit Card Agreement.  The billing statement for the period ending January 24, 2016, had a $29.00 balance with a $29.00 minimum payment due by February 20, 2016.  When no payments were received, your account continued to accrue late fees and interest charges. The billing statement for the period ending February 22, 2016, had a $60.00 balance, with a $60.00 minimum payment due by March 20, 2016.  We received your payment of $97.00 on March 21, 2016 (again, one day late), and as a result, a late fee of $37.00 and interest of $2.00 were assessed.  Your billing statement for the period ending March 24, 2016, had a $2.00 interest charge balance, with a $2.00 minimum payment due by April 20, 2016.  No payment was received, and an additional $2.00 interest charge was applied.    We received your payment of $4.00 on May 2, 2016, which brought your account to a current status.  However, the $2.00 interest charge that appeared on your June 20, 2016, billing statement included interest for the outstanding balance on your account between the bill date of April 22, 2016, and the date (May 2, 2016) that your $4.00 payment was applied to your account.  This $2.00 interest charge was removed when you called in on June 1, 2016, and spoke to a Customer Service Representative.  As of the date of this letter, your account is closed with a zero balance.  Enclosed are copies of your billing statements for the periods ending December 24, 2015, through May 24, 2016, as reference.       [redacted], we realize that you have a choice of where to shop and we are sorry that this issue was not resolved sooner.  If I may be of assistance in another matter, do not hesitate to call me at the telephone number listed below.    Sincerely,       Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed June 15, 2016   cc:  [redacted], Revdex.com

December 01, 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. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced due to authorization holds and any confusion about the attempt to order. We regret any disappointment in the customer service you experienced. This level of service did not meet your expectations or our own.  In respect and consideration Macy's is sending a $60.00 gift card which may be used online or in any Macy's store.  [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: Ms. Tina Geers, Cincinnati Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. After speaking with the customer she was very upset with how the situation was handled and felt it could have been addressed in a more informative manner. I apologized and offered a discount on a future online order and advised I...

will send the feedback to the appropriate individuals for review. 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: ###-###-####

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 gift cards Ibought were egift cards which means there are no physical cards for them. I have used these for previous purchase at Macy’s.com. I think Macy’s should give me a reason why they blocked this.I have emailed the lady my receipt and the card detail on the day of the conversation. Please see the attached.Thanks.
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.  You had settled a Macy's payment dispute that I filed in late September, I was settled in early November I believe. The complaint had been closed (ID[redacted])When it was settled I had a credit balance of $4.77. Yes, the statement due on November 21st shows - $ 4.77.  The statement from them that is due on Dec. 21st show an acct. summary of:-  $4.77; + $6.41 purchase; - $1.65 payment; - $25.00 "Other Credits"; + $38.00 "Fees Charged". Balance due $12.99.I did mess up, I was thinking I owed them $1.65, instead of $1.66. I will drive 30 minutes tomorrow to pay that penny, but it still does not matter, it is not past due! Things are still very wrong. I just want it settled and to close the account. Would you please help me again?Sincerely,[redacted]

[redacted]   [redacted]
December 21, 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 (DSNB). 
I apologize for any inconvenience you may have experienced in accessing
your account online.
As a
result of our credit system conversion in August, the online credit servicing
pages are no longer on macys.com.  They
are hosted by [redacted] and accessed through macys.com.  In order to view your account details or
process a payment, you need to log into your profile on macys.com and select to
view your account information which will direct you to the Macy’s portal at
[redacted].  A pop up box will be displayed
with a notice informing you that you are leaving macys.com.  If you have never set your account up on the
new servicing site, you will need to do so to gain access.  Please follow the prompts to complete the
process.  To ensure a smooth transition,
please review your macys.com profile first to ensure that your credit account
number is listed correctly. 
In
reviewing your account, our records indicate that for the billing period ending
August 16, 2015, had a $203.45 balance with a $25.00 minimum payment due by
September 13, 2015.  You elected to sign
up for our “Thanks for Sharing” program on September 7, 2015, for which a
$25.00 charge was applied to the account. 
We received your $203.45 payment on September 13, 2015, which left a
$25.00 new balance with a $25.00 minimum payment due by October 13, 2015.  When no payment was received by this date,
your account was charged a $25.00 late fee and $2.00 interest charge in
accordance with the terms of the DSNB Credit Card Agreement.  These charges resulted in a $52.00 new
balance with a $52.00 minimum payment due by November 13, 2015.  When no payment was received by this due
date, the account was charged a $38.00 late fee and $2.00 interest charges
resulting in a new balance of $92.00 with a $92.00 minimum payment due by
December 13, 2015.  We received your
payment of $92.00 on December 5, 2015, which brought your account to a current
status. 
While
I found that these fees were charged correctly, as a courtesy to you, we
removed $63.00 in late fees and $4.30 in interest from the account resulting in
a Credit Balance of $22.00 which can be use against future purchases on your
account, or, you may call Credit Customer Service to request a Credit Balance
Refund Check be mailed to you.  
[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

January 30, 2018   [redacted]   Re:   Revdex.com, Complaint ID [redacted]         Macy’s 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 liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB), the issuer of your Macy’s Card.   In reviewing our records, I found that you opened your Macy’s account on June 30, 2017.  On your application you provided your address on Iowa Avenue, which is where we mailed your Macy’s card and your monthly billing statements through the United States Postal Service.  I found no record of returned mail, which suggests your statements were delivered successfully.  Your billing statements are mailed at least twenty (25) days prior to your due date each month.  If you are not receiving your statements, please contact your local post office to report an issue with your local carrier.  Also, you may wish to enroll in an automatic payment plan for your Macy’s account. Please visit macys.com/credit to establish a macys.com profile.  Once your card is registered you may complete this enrollment and also set up payment reminders and alerts for your Macy’s account such as electronic statement notifications.  This may be another option for you to receive your billing statements.   I regret you are displeased with the late fee you were charged and the Annual Percentage Rate (APR) for your Macy’s card.  Per the DSNB Agreement, we may charge a late fee for each billing cycle in which we *ave not received the minimum payment due by the payment due date. The fee will be up to $27.00 for the first instance; or $38.00 for any additional past due payment during the next six billing cycles after a missed payment. *owever, the fee will not exceed the amount permitted by law.   Currently, the Annual Percentage Rate for regular purchases on your account is 21.99% plus the Prime Rate as published in [redacted] two business days before your statement closing date.  Effective on December 14, 2017, the Prime Rate listed in The Wall Street Journal *as been 4.50%, which means your APR is 26.49%.  If the Prime Rate increases, it will cause the APR to increase. If the Prime Rate decreases, it will cause the APR to decrease.  You can avoid interest charges by paying the “New Balance” in full by your payment due date each month.   Our records show that we did not receive the minimum payment required by your due date of August 1, 2017, September 1, 2017, and January 1, 2018.  We understand late payments occur and strive to be flexible with our customers in these instances.  We previously refunded the late fees charged for the missed payments in August and September which is why we were unable to remove the late fee charged for your missed payment in January.  Please understand that we are unable to refund any late fees going forward.       [redacted], be assured that the Bank does not engage in unethical or illegal practices. We comply with all applicable federal and local regulations with regard to our credit servicing policies.  By using this account you agreed to the terms of the DSNB Credit Card agreement, which includes a promise to pay for all purchases.  Your Macy’s account *as a balance of $159.18, with a payment of $101.53 (including a past due amount of $58.67) due by February 1, 2018.  I encourage you to contact our Collections Department at ###-###-#### to make payment arrangements and avoid further delinquency and fees.   Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance to you, please feel free to contact me directly at the telephone number listed below.   Sincerely, Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

September 16, 2015
 
 
[redacted]
[redacted]
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
As a
representative of Macy's Executive Office, I was asked to review...

and respond to
your concerns.
 
On
behalf of Macy's, please accept my sincere apology for any inconvenience you
experienced when your macys.com orders did cancel. It is never our intent to
disappoint a customer. In this instance, you were unable to order because an
order was disputed in May of 2015. Upon your request, we were able to review
the information and remove any impediments to your placing orders online for
Macy's. Our customer service associate would not have been aware of the
specific reasons the orders were not being placed, only that the verification
process did not permit the order to go forward.
 
[redacted]
[redacted], thank you  for bringing this
matter to our attention and allowing me to respond. Please do not hesitate to
call me at the telephone number listed below, if I can be of further
assistance.
 
Sincerely,
 
 
 
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], Cincinnati Revdex.com

Products were purchased on 4/30/16.  On 5/11/16 a cancellation form was signed and submitted.  The cancellation form(1) states [redacted]Allow 4-6 weeks for processing[redacted] which is industry accepted for processing.  On 6/7/16, 4 weeks later a check(2) was cut to GE Credit Union for the...

cancellations in the amount of $5,187.00.  This check included $600.00 for the Sweeney Shield(4) which is a non-cancelable product.  Jake Sweeney went above and beyond on behalf of the customer.  A week later on 6/14/16 at the request of the Mr [redacted], a check(3) was cut in the amount of 363.09 to Ge Credit Union for reimbursement of the taxes.  Keep in mind that Jake Sweeney will not get this money back from the state of Ohio.  Again, Jake Sweeney does not keep the taxes, it goes to the state.In regards to the remaining 300.00 in dispute.  The sealant and interior protection is completed when the vehicle comes into Jake Sweeney's inventory.  It is not applied at the time of delivery.  The product is already on the vehicle and Mr [redacted] will be able to take advantage that fact.  Jake Sweeney is withholding the 300.00 to cover it's cost in labor and product.At this time Jake Sweeney has already lost a net total of 63.09 in canceling the products that Mr [redacted] accepted at the time of delivery.   The Jake Sweeney organization has responded in a timely manner, has refunded the products cancelled as well as a partial refund to a non-cancellable product and has gone above by refunding taxes that the company will never get back from the state.  It is unfortunate that Mr [redacted] refers to us as a greedy thief and an organization that systematically steals money from it's customers.  Both of which could not be further from the truth.