Macy's

[redacted]   [redacted]
 November 21, 2016  [redacted] Re: Macy's Account Ending in [redacted]    Complaint ID [redacted] Dear [redacted]:   I am in receipt of your additional concerns 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. In prior correspondence dated October 13, 2016, and October 24, 2016, I provided an account summary for your above-referenced account, and I addressed the paperless billing option, which was chosen for your account.  We do not send both paper statements and electronic statements.  Your billing statements serve as a reminder that a payment is due and of any past due amounts.   Our records show that on February 14, 2016, you requested your contact telephone number be changed from your home number to a mobile number.  At that time you declined to give your consent for us to contact you on the cell number, as a result, we did not attempt to call you by telephone.  On July 7, 2016, notification was sent to you (copy enclosed) requesting that you contact ###-###-#### to discuss the account.  Your account has been assigned to [redacted] for the outstanding balance of $614.76  Please contact [redacted] at ###-###-#### to establish payment arrangements.   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,   [redacted] M.Macy's Executive Office###-###-#### Extension [redacted] Enclosurecc: [redacted]    The Revdex.com        [redacted]

Problem: I filled an fraud case on 12/18/2015 for charges that had appeared on my credit file from 8/2015 to 12/2015 and they was to investigate these charges I never heard anything so I called they said they would start the investigation I still never heard any updates at this same time I had requested another card and never got that also I have called and on Nov. 6, 2016 I sent another letter with the items listed that I have filled an fraud complaint still nothing then I filled an cfbp complaint a Tyeisha Bradley contacted me and said she would have the Fraud Claim Escalated that was on 01/02/2017 the claim was Denied when I asked why they said I filled to late, I told Macys I filled on time you didn't do your job as to Investigated the claim. They Never open the claim and they told me that and they had just decide to open the claim about a week ago and Im being made to still pay on Fraudulent Charges and get late fees Macys has tried to put this as my fault when its not its they fault they never investigated the charges and they can do the investigation or we will go to court I will not pay for fraudulent charges they need to show me video tapes camera feed pictures something or remove these charges from my account and refund all money I have paid on these Fraudulent Charges. Send me copies of the claim when done so I can see who what where to see and know who did this.Desired Outcome: Show the proof of the investigation to prove if charges are or are not fraudulent with film, cameras, pictures something Remove all these charges from 08/2015 to 10/20,2016 and refund all money I have paid over for these Fraudulent Charges on my account. Remove all late fees as of 08/2015 to 1/23/2017 that has occurred on my account due to the fact the Fraudulent Claim has never been open or investigated ever and it needs to be or remove all those charges and fees from my account and refund all over payment of money I have paid on these fraudulent charges I have been made to pay or my credit will go bad.

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'm still waiting for them to make an adjustment on the account.  The issue has not been resolved.
Regards,
[redacted]

June 15, 2017[redacted]RE: [redacted] Case # [redacted] Case # [redacted] File Number [redacted]  Macy's Account ending [redacted] (former account ending [redacted])Dear...

[redacted]:I am in receipt of your complaints filed with [redacted] ([redacted]), [redacted], and [redacted] State Attorney General which were forwarded to Macy's Executive Office on May 22, 2017, May 23, 2017, and May 25, 2017, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). We sincerely regret any inconvenience you may have experienced regarding the issues surrounding your Macy's account.Records show the two (2) items you purchased on December 5, 2015 totaled $1,466.49 and were charged to a Club promotional offer. These items were returned over two days. You returned these items separately and credits were given in the amount of $733.25 on December 7, 2015, and $733.25 on December 8, 2015. These returns were correctly applied to the outstanding Club promotional balance for that purchase. The purchases of $862. 16 and $475.67 made on December 7, 2015 created two additional Club promotional balances on your account. These purchases were returned on December 8, 2015, for a total credit of $1,337.83. The New Balance shown on the billing statement with the closing date of December 17, 2015, in the amount of $4,230.64, is accurate. Unfortunately, the credits for $862. 6 and $475.67 were applied to two (2) Club promotional balances for purchases made on August 29, 2015, rather than the Club promotional balances that were established on December 7, 2015.On February 26, 2016, in an effort to resolve your concerns, we made adjustments to your account that increased the balance on the Revolving account by a total of $3,280.00 and decreased the balances on the Club promotions by $3,280.00. The total balance owed on your account was not affected by the adjustments made; however, the erroneous increase to the Revolving account balance in the amount of $3,280.00 was then subject to monthly interest charges.You contacted Customer Service on May 23, 2016, to file a dispute regarding the outstanding balance on your Revolving account and for credits you believed were not given for returns made from December 2015 to February 2016. At that time, you were advised to send documentation regarding your dispute. We received correspondence from you on June 21, 2016, regarding your dispute. Unfortunately, no further action was taken on your account until February 3, 2017, when we received additional correspondence from you, stating the charges listed on your billing statement were fraudulent from December 2015 to February 2016. At that time, the Macy's account ending in [redacted] was closed, and a new card ending in [redacted] was sent to you. On March 10, 2017, we conducted an investigation and determined that the charges on your account were not made fraudulently. -We agree that two (2) of your returns were not properly applied to the correct Club promotional balances in 2015 which increased the balance of the Revolving account and increased the amount of interest charges on your account. Therefore, we removed all interest charges in the amount of $993.74, and late fees in the amount of $138.00, that were charged to your account from December 17, 2015 to present, leaving an outstanding merchandise balance of S2,883,64 owed on your account.In order to resolve the issues with your promotional balances, we removed all existing Club promotions on your account and established two (2) new Club promotions with twelve (12) months to pay. One of the Club promotions has a balance of S380.67, and the other has a balance of $777.01. These promotional balances were calculated by deducting all the payments made to your combined Club promotional balances factoring in that the minimum payment due should have been S380.67 for the time periods of December 2015 to December 2016 when five (5) of the Club promotional balances expired.The Revolving account currently has a balance of $1,725.96 for a total balance of $2,883.64. The total minimum payment due is $124.00 for the entire account and is due by July 13, 2017.In addition, we have instructed the credit reporting agencies to update their records and remove the delinquencies as a result of this incident from January 2017 through June 2017. Please allow the credit reporting agencies seven (7) to ten (10) days to process our request.Thank you for bringing this matter to our attention and allowing me the opportunity to respond.Sincerely,Diane M.Macy's Executive'Office / I-###-###-#### Extension [redacted]cc: [redacted], [redacted]

Macy's sent the dress even though they told me that they had cancelled the order.  Just took the second dress back to the store then called and notified their customer service line that the second dress had been returned.   
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. 
Regards,
[redacted]

[redacted]   [redacted]
December 22, 2015
[redacted]
[redacted]
[redacted]
Re:       Better Business Complaint ID #[redacted]
Macy's
account number ending [redacted]
Dear
[redacted]...

[redacted]: 
I am
in receipt of your letter addressed to the Revdex.com, which was
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. 
I
understand your desire to improve your credit report by requesting that we
modify the payment history associated with the above referenced Macy's
account.  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.  Paperless statements were originally
requested for the above referenced account on April 30, 2014; the associated
email address was [redacted].  The
account was not changed to paper statements until November 15. 2015.  Statements for January and February 2015 were
opened.  We did not receive any returned e-mails
while in paperless mode, so we must assume the statements were delivered
accordingly.  After reviewing your
account, it appears that the delinquencies from May 2015 to December 2015 are
reporting correctly.
Regretfully,
we are unable to accommodate your request to make changes to your current
credit bureau reporting.  Please contact
me at the number listed below if I can further be of further assistance.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension
73609
cc:        Tina
Geers, Revdex.com   The Macy's card is issued by Department
Stores National Bank.
This
is an attempt to collect a debt and any information obtained will be used for
that purpose.

February 11, 2016Dear [redacted]:  We spoke to [redacted] on 1-26-16 in regards to complaint ID # [redacted]. We advised the refund is in process and can take up to 10 days to post to her Visa ending 1616. We contacted [redacted] on 2-2-16 to advise the credit in the amount of $876.75 had...

posted to the account. Macy's finds this complaint resolved.  Sincerely,Macy's Executive Office###-###-####

[redacted]   [redacted]
October 13, 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 had in
trying to resolve this issue.
I was
very sorry to learn of the unexpected death in your family, which resulted in
your account going past due.  Macy's
strives to assist our customers by offering hardship plans in certain
situations that could lower your interest rate and set up reduced monthly
payments when an account is closed to further purchases.  I encourage you to contact our Collections
Department at ###-###-#### to discuss possible options available to you.
As
stated in our Department Stores National Bank 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. 
Your payment due date on your account is the 22nd of each month.  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 billing statement for the
period ending on April 22, 2015, had a $52.00 minimum payment due by May 22,
2015, and your billing statement for the period ending on May 22, 2015, had a
$131.00 minimum payment due by June 22, 2015. 
Because the minimum payments were not received by the due dates, you
were assessed a $25.00 late fee each month. 
As a customer accommodation, a $25.00 charge was removed on June 1, 2015,
when you made a $52.00 payment with our phone representative.  This adjustment is shown on your June 22, 2015,
billing statement.  I am enclosing copies
of your statements from April 22 through June 22, 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:     [redacted], Revdex.com  
The Macy's card is
issued by Department Stores National Bank.
This is an attempt to
collect a debt and any information obtained will be used for that purpose.

June 21, 2016[redacted]
[redacted]
[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 am aware that you have further concerns related to the purchase for $76.97 which was charged to your above-referenced Macy's account on June 7, 2015.  As noted in my previous correspondence, dated June 8, 2016, we did not receive the minimum payments by the payment due dates for the months of July, August, September and October 2015.  After several unsuccessful attempts to reach you by telephone, we were able to speak with you in October about the status of your account.  Although you indicated that you disputed the charge, we have procedures in place for fraud disputes and completion of a Statement of Fraud is required.  The first Statement of Fraud that you submitted was signed but was not completed.  Another Statement of Fraud was sent to you in early January 2016, and our Fraud Department denied your fraud claim on February 11, 2016, and a letter was sent to you at the address shown above.  You were also advised of our decision by telephone on February 24, 2016, and you stated that you would pay for the purchase if the late fees and interest charges were removed.  The account had already charged off on January 25, 2016, with a balance of $342.30.  My previous correspondence detailed the reasons for the denial of your fraud claim.Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on May 6, 2016, we instructed the credit reporting agencies to update their records and report your account as ?customer disputes reporting?.  Your account has been assigned to [redacted], an external collection agency.  Please contact [redacted] at ###-###-#### to make payment arrangements or a settlement.[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,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    The Revdex.com

Jake Sweeney Chevrolet obtained the best possible financing for Mr.  [redacted] and Ms. [redacted].  We do not dictate the terms of the loan.  The loan terms are set by the lender and are based on the applicant and co-applicants credit history.  All terms of the deal were properly...

disclosed at the time of delivery.  We request that this complaint be closed.  Please feel free to call me if you have any questions.
Thanks,
[redacted]
Sales Manager
[redacted]

[redacted]   [redacted]
April 04, 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 concerns you may have regarding the above referenced account.  The Macy's account ending in [redacted] charged off on December 12, 2011, as payments were not received as required by the terms of the Department Stores National Bank Credit Card Agreement.
As of the date of this letter, the below information is currently reporting for this account.
Open Date:                  April 8, 2008
Last Purchase Date:     October 16, 2010
Last Payment Date:      July 1, 2011
Charge-off Date:          December 12, 2011
Balance:                       $1,304.64
If you have documentation of the payment agreement or the payment for $670.00 please send it to me at the address shown above.  Your account is currently assigned to [redacted], an outside collection agency.  Please contact [redacted] at ###-###-#### to make payment arrangements.  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
[redacted]
This is an attempt to collect a debt and any information obtained will be used for tha tpurpose.

October 4, 2016 [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s store 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 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. In reviewing your account, we were unable to confirm the delivery of your online billing statements to the email address on file at [redacted].  As of September 19, 2016, I have removed $64.00 in late fees, bringing your account balance to $37.05 with a minimum payment due of $37.05 by September 26, 2016.  Please be assured the late payment reporting did not affect your credit report.  For your records, I have enclosed your billing statements for April 2016 through September 2016. We regret any disappointment you may have experienced because the credit limit was lowered on your Macy’s account.  According to the terms of the Department Stores National Bank Credit Card Agreement, we may reduce or increase your credit limit at any time for any reason as permitted by law.  We will notify you of any change, but the change may take effect before you receive the notice.  Our records show that on May 31, 2016, a letter was sent to you explaining the reason for our decision.  The letter you received dated May 31, 2016, was based on a periodic review of your account.  On May 30, 2016, we reduced the account limit from $1100.00 to $100.00 based on the review of your account’s internal payment history and activity, as well as credit score information provided by the credit reporting agencies.  As indicated in our May 31, 2016, letter, there were also outside credit factors that influenced our decision.  Regrettably, I am unable to restore your credit limit back to $1,100.00 at this time.  You may call our Credit and Customer Service Department at ###-###-#### to apply for a credit limit increase at your convenience.   With regards to outsourcing our customer service calls, whenever possible, we prefer to use our own employees in the U.S. to handle customer calls and other administrative functions, but our primary objective is to provide the highest level of service to customers.  In some cases, we rely on outside sources for call center support, and some of those outsourced vendors do have overseas operations.   [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, Monique M.Macy’s Executive Office###-###-#### Extension [redacted] Enclosures / mailed October 4, 2016 cc: [redacted], Revdex.com

February 13, 2018[redacted]RE: Revdex.com Complaint ID #[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 representative of Macy’sExecutive Office, I...

was asked to review and respond to your concerns on behalf of Department Stores National Bank(DSNB). I sincerely apologize for any inconvenience or frustration you may have experienced due to the matters outlined inyour complaint.An analysis of your account shows that on March 25, 2017, you spoke with a member of Macy’s Fraud Department andreported eleven (11) fraudulent transactions totaling $3,021.46. During your conversation on March 25, 2017, it wasexplained that you are not responsible for the fraudulent transactions and that the pending fraudulent transactions would becancelled.Although a review of your phone calls with Macy’s Fraud and Customer Service Departments did not indicate that wedeclined to accept a payment from you, our records indicate that we received a $210.17 payment to your account on June 30,2017, for purchases you made on March 8, 2017, and March 10, 2017. The late fees and interest from your March 2017purchases were credited as a courtesy; however, it appears that the fees and interest from the fraudulent purchases continuedto be charged to your account, ultimately totaling $316.55, as reflected on your January 2018 billing statement. All late feesand interest charges were removed, and the account is closed with a zero ($0.00) balance.We have cleared our records of any delinquency associated with this issue and have requested the credit reporting agenciesupdate their records and delete any history of delinquencies from March 2017 through February 2018. Please allow theagencies approximately thirty (30) days to make the necessary corrections to their files. This letter will serve asconfirmation of this request.[redacted], thank you for giving me the opportunity to respond. Please do not hesitate to call me at the telephone numberlisted below if I may be of further assistance.Sincerely,Durand C.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted] Revdex.com

P.O. Box 52184   Phoenix, AZ 85072-2184 April 4, 2016 [redacted] Re:  Revdex.com ID [redacted]        Macy's account ending in [redacted] Dear [redacted]:  I am in receipt of your complaint...

forwarded to Macy's Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  I apologize for any inconvenience you may have experienced. Macy’s goal is to have professional and knowledgeable sales associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  From the comments in your letter, it appears we have fallen short of this goal.  I would like to thank you for taking the time to share this situation with us, as it provides us an opportunity to follow up with the appropriate action.  I am copying the [redacted] store manager to ensure that the associates verify they are ordering the right sizes. In reviewing your account, our records indicate that on March 2, 2016, when you returned the jumpsuit, that a refund for the shipping fee in the amount of $10.58 was applied to your Macy’s account.  This credit is shown on your billing statement for the period ending March 24, 2016.  Attached is a copy for your reference. [redacted], it is not Macy’s practice to compensate for a situation such as this; therefore, I must decline your request for additional compensation.  As a patron of Macy’s since 1999, I hope you will view this as an isolated incident.  As a gesture of goodwill I am sending you $25.00 in Macy’s Money that can be used in any of our store locations.  Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please contact me at the number listed below. Sincerely,  Janice D.Macy's Executive Office###-###-#### Extension [redacted] Enclosures / mailed April 4, 2016 cc:  [redacted], Revdex.com       Manager, [redacted]

[redacted],
We
are in receipt of Complaint ID #[redacted] regarding the delivery fee applied to
the customer's order.  In reviewing the
order, we have verified 2 adjustments were authorized as compensation for the
issues with the delivery, including a partial refund of the delivery...

fee.  Additionally, a third adjustment has been
offered to the customer to keep the merchandise in its current condition. Due
to the 2 previous adjustments and the 1 pending adjustment, we are unable to authorize
any further compensation for this issue. If the customer does not agree, we
will approve a return for the ottoman purchased. Upon receipt of the returned
ottoman at our warehouse, a refund for the remainder of funds on the order will
be credited to the customer's account. 
If the customer has any additional concerns regarding this matter, our
office can be contacted directly.
Thanks,
Macy's
Executive Office

[redacted]   [redacted]
February 22, 2016
[redacted]
[redacted]
Re: Revdex.com complaint ID [redacted]
       Macy’s account ending in [redacted]...


On behalf of Department
Stores National Bank: 
Contact Date with Customer:  February 20,
2016
Complaint Summary:  [redacted] complains that she
was unable to make a payment to her account and has received poor service while
trying to resolve this problem.  She asks
for the fees to be adjusted and an apology. 
Resolution:  I called [redacted] and apologized to her for
what happened with her account.  I
informed her that I had removed fees totaling $50.25, leaving a credit balance
of $25.82 on her account, which she will see on her next account
statement.  I also assured her that we
have no access to the banking information of customers.  This closed her complaint.
Michael J.
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].  I do not feel their explanation for the $2 charge is satisfactory because I always paid my account in full, so there should be no charge, but the account is no longer affecting my credit negatively so I will accept their response.
Regards,
[redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  [redacted] voicemail box was full, so we have e-mailed [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.   Sincerely,Julie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####