Macy's

January 24, 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).   I regret learning of the difficulty you have experienced with your Macy’s account.  As mentioned in your complaint, I found you were charged twice for the same items and one of the transactions should have been voided to ensure you were given the right discount for your products.  I am sorry this was not previously resolved, however, we have credited your account $115.02 for the duplicate charge.   In reviewing your recent payment activity, I found that your auto payment processed successfully on January 5, 2018, for your entire statement balance of $92.88. On December 26, 2017, you scheduled a second payment of $92.88 on the credit servicing site accessed through macys.com.  If you are enrolled in autopay and you also schedule a payment manually, the auto pay will resume unless the account is at a zero balance. This may result in two payments withdrawing on the same date, which is what occurred here.  Because of your purchase of $10.44 on December 9, 2017, we were unable to refund the entire duplicate payment of $92.88, but a wire transfer in the amount of $82.44 was completed on January 15, 2018.   Currently, your account has a credit balance of $115.02, for the refund of the duplicate charge in September 2017.  We are only able to complete one wire transfer per account every 30 days, so unfortunately, we are unable to transfer this credit balance to your bank account until February 15, 2018.  You are welcome to shop against this credit balance, request a physical check refund, or we can initiate the refund of this credit balance electronically after February 15, 2018.  For further assistance, you may request a credit balance refund online through the credit servicing portal, you may call customer service using the phone number on the back of your card, or you may contact me directly at the telephone number listed below.   I appreciate you bringing this to our attention and allowing me the opportunity to respond to your concerns.  Rest assured your experience is not typical of what we strive to provide and I will be following up with the managers of the associates you spoke with to ensure they are coached on how to resolve similar inquiries such as this in the future.  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       Macy’s Customer Service Management

September 21, 2017[redacted]Dear [redacted]: I am in receipt of your complaint #[redacted] 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 apologize that you are unhappy with your Monthly Beauty Box. Unfortunately, there are exclusions to the one time use promotion code for $5 off your next beauty purchase. For this reason I am unable to refund you for the beauty boxes that you have received unless; you did not receive, it is damaged/defective or lastly, have had an allergic reaction to the product. This is listed on our Beauty Box FAQ's Page. I have offered $10 off your next beauty purchase to honor the excluded coupons received as an accommodation.If you wish to cancel your Beauty Box subscription, you can cancel your subscription at any time. Just follow the directions on your  Manage Subscription  page. Cancellations must be made by the 10th of each month to affect the next month's box. For example: if you want to cancel your August box, you must do so by July 10th. Any cancellations made after the 10th will go into effect for the subsequent month. Example: if you cancel your box on July 17th, you will still receive your August box and your September box will be cancelled.Should you have any further questions on another matter please feel free to contact our office. Thank you. Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Revdex.com: Ebony has assisted me in resolving my issues and concerns for the credit for my account as well as my sisters account. Only because of Ebony from Macys was my issue resolved her help and concern has helped me in finding resolution. 
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]

September 20, 2016   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted] (closed)...

                                        ...⇄ Dear [redacted]:   I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy's Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   According to the terms of the 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.  The due date on this account was the 26th of each month.   Applying this billing policy to your account, for statement period ending May 30, 2016, the amount of $157.82 was due on June 26, 2016.  When no payment was received, a late fee in the amount of $37.00 and interest charge for $2.97 were assessed to your account, bringing the unpaid balance to $197.79.  We received a payment on June 27, 2016, in the amount of $182.61, leaving a balance of $15.18 due by July 26, 2016.  When no payment was received July, 26, 2016, and August 26, 2016, additional late fees and interest charges continued to accrue on the account.  I have removed all fees and interest for a total credit of $66.72, bringing your account to a zero ($0.00) balance.    Additionally, as the remaining balance consisted of fees only, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] update their records and delete any history of delinquency for the time period of July 2016 through September 2016 on your Macy’s [redacted] account from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], 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.
WorryNoMore
has a strict policy that states we can only add the...

service up to 3 days after
the original delivery date. After review, our records indicate that when the
order was written and reserved on 8/8/2015, the sales associate stated you had
declined the WorryNoMore coverage. On 8/9/2015, we show we sent an order
confirmation and sales check confirmation which showed WorryNoMore had not been
purchased.
As
the next correspondence from you was on 11/18/2015, 16 days after delivery, we
are unable to add the WorryNoMore service. Please accept my sincerest apologies
for the inconvenience this has caused you.
Sincerely,
Jennifer C.
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.  I would like to thank the Revdex.com for its involement in getting this matter resolved.  I would also like to thank Regina M. at Macy'sfor following up with the onlinecompany to straighten this out.  My account balance is now properly at $0.00.
Regards,
[redacted]

June 18, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
        Macy's account ending in [redacted]
 
Dear
[redacted]: ...


 
I am
in receipt of your complaint filed with the Revdex.com and
forwarded to Macy’s Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
 
After
reading your complaint, I can certainly understand your inconvenience given the
events that occurred with the return of your [redacted] watch.  We expect all customers to be treated with
the highest level of courtesy and professionalism possible and are disappointed
when that does not happen.  However, Macy’s
has a very liberal return policy.  With a
receipt, we will accept for exchange or return merchandise that does not
completely satisfy you.  Some exceptions
and restrictions on selected merchandise do apply and are posted in these
specific departments.  Macy’s uses a
return verification system and all returns or exchanges are subject to
validation and approval.  In review of
your above referenced Macy’s account, it was a pleasure to learn that a return
of $253.76 was credited on June 3, 2015, for the fine watch you pre-sale purchased
on November 22, 2014. 
 
My
research found that the billing statement for the period ending February 22,
2015, had a $130.19 balance with a $25.00 minimum payment due by March 22, 2015.  When no payment was received by this date,
you were charged a late fee and interest in accordance with the terms of the
enclosed Department Stores National Bank Credit Card Agreement.  When no further payments were received, your
account continued to accrue late fees and interest and was reported as thirty
(30) days past due to the credit reporting agencies.  Your payment of $110.00 was received on April
27, 2015.  As a courtesy to you, late fee
adjustments, in the amount of $18.00 on May 27, 2015, and $17.00 on June 3,
2015, were credited to your account.  As
an additional gesture of goodwill, I have removed $85.00 in accumulated late
fees from your account, which resulted in a credit of $2.61, which can be used
toward a future purchase using your Macy’s account.  I have enclosed a copy of your statements for
the billing periods ending February 22, 2015, through May 22, 2015, as
reference.  
 
With
respect to your claim of non-receipt of billing statements, our records show
that monthly billing statements were mailed to you at the address you provided
as your billing address.  We have no
record that your statements were returned to us as undeliverable by the post
office, which suggests you received them. 
It is our policy not to remove a delinquency from a customer’s credit
report, unless a billing or bank error has occurred.  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. 
Because the information we are reporting is correct, we are unable to
accommodate your request to remove the delinquency from your credit report for April
2015.  However, on June 12, 2015, we
instructed the credit reporting agencies to update their records and report
your account as “customer disputes reporting”. 
 
[redacted], while I understand this is not the
resolution you were seeking, we are required to maintain and adhere to specific
policies and procedures so that all of our customers nationwide receive fair
and consistent treatment.  If you have
any further questions, please do not hesitate to contact me directly at the
telephone number listed below. 
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures (TO BE MAILED SEPARATELY TO YOUR ADDRESS ABOVE)
 
cc:  [redacted], Revdex.com

December 18, 2015
[redacted]
[redacted]
[redacted]
RE:  RevDex.com complaint #[redacted]
        Macy’s American
Express account ending in [redacted]
On behalf of...

Department Stores National Bank:  
Contact Date with
Customer:  December 18, 2015
Complaint
Summary:   [redacted] submitted a
Revdex.com complaint regarding the late fee charged to his Macy’s
[redacted] account when his check was lost in the mail. 
Resolution:  I
called the customer and apologized for the level of service he received
regarding the late fee not being removed when he called. I advised him that part of the late fee
($13.00) was removed on December 13, 2015, and that I removed the additional
$14.00 of the late fee and the $2.00 interest charge.  These adjustments created a $16.00 credit
balance. I advised that we could leave it on his account or I could send a Credit
Balance Refund Check. He asked for a check
to be sent, which will be sent to him at his billing address.  He was satisfied with the resolution.
Nicole B.
Macy’s Executive Office
###-###-####
cc: [redacted], Revdex.com

Macy's has reported negative information on my credit report for the majority of 2017. They were aware that the information was false because I alerted them to identity theft in December 2016. Instead of being transparent and working with me to find who used my card, they continued to bill me for charges that I did not authorize. Even though they agreed with me that I was not liable for the charges, they imposed late charges and reported nonpayment to the three credit bureaus. This has had a negative effect on my credit, which has been very good for several years. When Macy's refused to correct their errors, I contacted the Revdex.com. Macy's continued to play games by telling me they will contact the credit bureaus and have the errors corrected. It took until June 2017 for Macy's to finally finish their investigation even though I brought the matter to their attention in December 2016. My credit report is still incorrect with two bureaus, [redacted] and [redacted], and today is October 14, 2017. You see in the communication Macy's had with the Revdex.com their position is the matter has been resolved and the issue is closed. My credit report has yet to be corrected and Macy's considers the matter resolved. If Macy's really wanted to apologize they could have at least offered a $1000 gift card for the inconvenience that they caused! Instead I intend to tell all my friends of the bad customer service I received at Macy's. I am a professional who bought all my suits from Macy's. I stopped buying suits at Macy's when this incident occurred but intended to resume once the matter was resolved. Since Macy's has shown such disrespect for me as a customer, they will no longer benefit from my business.

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]

March 14, 2018  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com   Re: Revdex.com complaint ID:[redacted] Dear [redacted]:  On behalf of Macy's Executive Office I do apologize that this refund was not issued...

for macys.com order [redacted] for one item at $64.64. This is a one time courtesy credit to the Macy's account ending in [redacted] and not according to policy. Please let me know if there is any further question about Macy's policy. Macy's does consider this matter resolved. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [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.
Please
accept my sincerest apology for the delay in receipt of...

your return credit. Our
records indicate that the credit for $1,987.72 has posted to your Macy's
account. As well, due to the inconvenience you have experienced, I have
processed a 10% discount on your new order. A credit in the amount of $220.37
will be posted to your Macy's account within the next 3 - 5 business days.
Your
business is important to us, and we hope you will allow us the opportunity to
exceed your expectations in the future. 
Please do not hesitate to contact me at the telephone number listed
below for assistance.
Sincerely,
Jennifer C.
Macy's Executive Office

[redacted], We are in receipt of complaint ID 12441582. In reviewing this customer’s concerns, we see Customer Service has setup a return for the mattress. The customer will be receiving full credit back on the mattress once pick up is completed on 11-14-17. At this time, Macy’s considers this...

issue resolved. Jill B.Sr. 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. Marjorie was wonderful to speak to and hopefully I won't have any further issues with Macy's. 
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.  
Thank you for your response. I do disagree and do not expect in any other messages from you or Macys. I did want to go on record and express my displeasure with Macy's service and policies and I have done that. 
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]
To Whom It May Concern:When I was called Macy's customer service, I was told that my account was closed because I don't use it enough and that Macy's is closing accounts that aren't used on a regular basis.  I never heard a word about my bankruptcy until Macy's original Revdex.com response.  Macy's received a letter saying my Chapter 13 BK had been DISCHARGED, not recently filed.  It took me 4 years to pay back the creditors in the BK.  It doesn't make any sense that they would close my account once it had been discharged.As far as the Plenty points are concerned, if my account was closed, and I logged in through my credit card account, (where I always made my payment) it doesn't seem right that they offered merchandise using those points?I want my Plenty points back.  Plain and simple.  I won't be shopping at Macy's anymore, so I don't want a Macy's gift card.Sincerely,[redacted]

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted] I have contacted the customer and addressed all issues that she had experienced. The customer's order was cancelled on 7/9/2017 as were many orders, however they were to either be reshipped or refunded she did not receive either. I...

processed an accommodation order for the original order that was cancelled and sent out a $50.00 gift card for the inconveniences and lack of follow through from agents. 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 have determined that this does not resolve my complaint.  
Regards,
[redacted]  Customer called stating she has returned both boxes but has only received credit for one.

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 company called me early Saturday morning and asked if that was a good time, I told them no and when they called back they left me a voicemail. I have not had the opportunity to return their call. I will do so either tomorrow or Thursday at the latest.
Regards,
[redacted]

[redacted]   [redacted]
 
August
5, 2015
 
[redacted]
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [redacted]
       Macy's account ending in [redacted]
 
Dear [redacted]: 
 
I
am in receipt of your additional comments filed with the Revdex.com
and forwarded to Macy’s Executive Office. 
As the liaison in this office that previously worked on your file, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank.  I am sorry that my previous
response did not adequately address your concerns. 
 
I assure
you our calls are meant as a courtesy, and it was never out intent to cause you
a** inconvenience.  For clarification, when
we call a customer’s telephone number, a message is not always left because we
hope to speak with our customer directly and we do not want to risk leaving
personal, credit related information in a voicemail message that a third party
may hear.  Additionally, the law permits
us to call a customer any day of the week between 8 a.m. Eastern and 9 p.m.
Eastern.  Also, after a customer answers
a call, there may be a slight delay between the call connection and the
transfer to our representative, which may result in the impression that there
is no one on the line when you answered our calls.  It was not our intention to cause you any frustration.
 
With respect to your billing statements and our
written correspondence, when we do not receive a payment for two consecutive
billing periods, we begin sending paper statements in addition to your
electronic statements, and report the account as thirty (30) days past due.  Our records indicate that your electronic
billing statements for April, May, and June 2015, were delivered and opened,
which suggests that you received and reviewed them.  Kindly note that the past due status of an
account is printed clearly on Page 1 of each billing statement that you
received. 
 
Finally,
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.  It is not our policy to remove
any delinquency unless it occurred as a result of our billing error.  The information we reported is correct as we
did not receive payment on the account for the billing periods ending May 26,
2015 and June 26, 2015.  However, on July
28, 2015, we instructed the credit reporting agencies to update their records
and report your account as ‘customer disputes reporting’.
 
[redacted], while I understand this is not the
resolution you were seeking, we are required to maintain and adhere to specific
policies and procedures so that all of our customers receive fair and
consistent treatment.  If you have a**
further questions, please contact me at the telephone number listed below. 
 
Sincerely,
 
 
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
 
cc:  [redacted], Revdex.com  
The Macy's card is issued by Department Stores National Bank.
This is an attempt to
collect a debt and information obtained will be used for that purpose