Macy's

Dear [redacted], At this time, the complaint ID [redacted] for [redacted] has been resolved satisfactory to Macy’s and the customer. I have been in communication with the customer and have resolved their issue with the missing parts to their sofa.   Thank you,  Kristin...

T.|OmnichannelPresidential CorrespondentOmnichannel Selling and Service Escalation Team |MCCS Executive OfficePhone:###-###-####  |  Fax: ###-###-####|Email: [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 satisfactorily. Thank you. Sincerely, Tranesse S.Liaison, Omnichannel Executive...

Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### ext:32921 Fax: ###-###-####

February 18, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth St.Suite 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]

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.  Although the gift card that Macy's issued as compensation for my troubles got lost in the mail, I trust they will be issuing a new one soon.
Regards,
[redacted]

Dear
[redacted]: 
We
received the complaint for [redacted] regarding ID number [redacted]. The
customer stated they have been inconvenienced by the way in which the package
was delivered for macys.com order [redacted]. 
As per their request, a full refund in the amount...

of $52.00 has been
issued and will post in the next three to five business days to their [redacted] account.  At this time, we have responded
to all concerns and consider this complaint closed.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

February 24, 2017[redacted]Re: Macy's Account Ending in [redacted]         Better Business Complaint ID: [redacted]Dear [redacted]:  I am in receipt of your additional comments 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.A review of the above-referenced account shows a purchase totaling $59.92 was charged to your account on July 31, 2011.  This was an order placed in Macy’s for two (2) [redacted] Lipsticks.   I have enclosed a copy of the receipt for your records.  Please find copies of available statements for the period ending August 1, 2011, through June 1, 2012.  We show one (1) payment totaling $25.00 was received on October 4, 2011.  No additional payments were received resulting in monthly late fees and interest charges until the account charged off on April 1, 2012.We are no longer actively collecting on this account; however your voluntary payment may be mailed to Macy’s [redacted].  Once the balance is paid in full, we will instruct the credit reporting agencies to update their records to show the account as a paid-in-full charge-off.    Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on January 19, 2015, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.  It is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or bank error.  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.  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,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]Enclosures sent via mailcc: [redacted]     The Revdex.com

Dear [redacted], We are in receipt of Revdex.com Complaint ID # [redacted].  I have spoken with [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you. Sincerely, Yvonne F.Liaison,...

Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

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

[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 and because I am familiar with this issue, I was asked to review
and respond to your concerns on behalf of Department Stores National Bank.  
 
As
we discussed during our previous telephone conversations on June 1, 2015, beginning
December 18, 2014, you have been making payments after the due date resulting
in the account being past due; however, it was not reported as delinquent for
several months.  When no payment was
received May 18, 2015, you had not met the minimum payment due for the prior
month and your account was reported as thirty (30) days past due to the credit
reporting agencies.  However, on June 1,
2015, we instructed the credit reporting agencies to update their records and
report your account as “customer disputes reporting”. 
 
We
are aware you are attempting to improve your credit report by requesting that
we modify the payment history associated with the above-referenced Macy’s
account.  As you may know, it is our
policy not to remove any delinquency from your credit report unless it occurred
as a result of a billing error.  As a
credit provider, we have an obligation to accurately report all activity,
either favorable or unfavorable, to the credit reporting agencies.  You are correct that creditors are not
required by the Fair Credit Reporting Act (FCRA) to report accounts to the
credit reporting agencies.  However, if
they do report accounts to the credit reporting agencies then we are obligated
by the FCRA to report the accounts accurately. 
 
[redacted], I regret any continuing frustration you may be experiencing
regarding the reporting of your Macy’s account referenced above; however, we
have addressed this issue several times and our position has not changed.  We are sorry for disappointing you in this
matter, but we are required to adhere to specific policies and procedures so
that all of our customers are afforded fair and consistent treatment.  If you have questions on another matter, do
not hesitate to contact me at the telephone number listed below.
 
 
Sincerely,
 
 
 
[redacted]
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.   
I currently do not have access to the phone number on record however I have not received a single email. At this point as regards the refund it has since been issued however I would like to address the poor custom service as regards the online order and having called the store. My email is the best way to reach me for the moment. [redacted]
Regards,
[redacted]

July 13, 2017[redacted]RE: [redacted] Case No.: [redacted]Macy's Account ending in [redacted]Dear [redacted]:lam in receipt of your correspondence dated June 20, 2017.. to Ms. Diane M., and your complaint filed with [redacted] on June 26, 2017. 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). 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 $1.446.49 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.As stated in our previous letter dated June 5, 2017. 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 $380.67, and the other has a balance of $777. (). 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 $380.67 for the time periods of December 2015 to December 2016 when live (5) of the Club promotional balances expired.The Revolving account currently has a balance of $1.725.96 for a total of $2.883.64. The total minimum payment due is $24.00 for the entire account and is due by July 13, 2017.At this time, the cases with [redacted] and [redacted] have been closed. If there are outstanding issues. you have the option to file new cases with each of these agencies.[redacted]. thank you again 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 may be of further assistance.SincerelyThomas H.Macy's Executive Office ###-###-#### Extension [redacted]CC: [redacted], [redacted]

January
21, 2016
[redacted]
[redacted]
[redacted]
Re:       Revdex.com – Complaint ID [redacted]
            Macy’s
[redacted] account ending in [redacted]
Dear [redacted]:
I
am in receipt of your complaint filed with the Revdex.com and your Tell
Us What You Think survey. These complaints were forwarded to Macy's Executive
Office.  As a liaison in this office, I
was asked to review and respond to your concerns on behalf of Department Stores
National Bank.
In researching this matter, I verified that the online
advertisement promo code “VETDAY25” was for a one-time use only, and expired on
November 11, 2015. I apologize for any
confusion.
The
billing statement for the period ending on December 6, 2015, shows you made six
(6) separate purchases at our Macy’s [redacted] store location and online at
macys.com on November 9, 2015 and November 11, 2015.  You returned merchandise on two of these transactions
on November 11, 2015.  As a customer
accommodation, I credited $40.00 on your Macy’s [redacted] account ending
in [redacted] for the $10.00 off purchase of $25.00 or more promotional offer.  You should see these adjustments on your
January 2016 billing statement.
We sincerely apologize for any frustration and
inconvenience you may have experienced regarding this issue, and for the
problems you encountered while attempting to resolve this matter.  I am also sorry that you were not able to
meet with the Supervisor and Manager when you requested speak with them.  Please be assured the service you described
is not typical of the level of quality service that we strive to provide and I
have forwarded a copy of your complaint and this response to our [redacted] Store
Manager, so this can be addressed.
We appreciate you bringing these concerns to our attention
and allowing me the opportunity to respond.  
If you should have any further questions, please do not hesitate to call
me at the telephone number noted below. 
Sincerely,
Regina
M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com
       [redacted] Store Manager

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. 
My view on the matter is that I have already complied with their request over a year ago. I faxed Macy's the documents in question the moment this issue originally occurred. I find it extremely inconvenient to continue to go back and forth with Macy's in this regard. The last time I contacted Macy's I was advised by a gentleman named Jefferey that he could see the documents and did not need the documents again. As far as this individual sharing other public records with me was never brought to my attention I will contact the appropriate credit bureaus to freeze my SSN because this is obsured! 
Regards,
[redacted]

[redacted], [redacted].[redacted]###-###-####7/25/2017Attention: Nancy M.Office of Jeff G.Macy’s9111 Duke Blvd.Mason, OH 45040-8999Tel: ###-###-####Fax: ###-###-####RE: Account Number [redacted]Dear Ms. M.:In response of your letter dated July 25, 2017:1. As a creditor reporting to the credit bureaus, your company is indeed required to make sure that your reporting isaccurate with them, as covered by the FCRA, which it is not as you alluded to.2. The address that was read to me by both your representative, John H., and [redacted] directly from thestatements was the same exact address incorrectly being reported to all three credit bureaus and appearing in mycredit reports as:[redacted]In that regards, where is the credit agreement and original statements that were requested by certified mail(stated that would be faxed by Mr. H.), and what address is on them? It is your company’s responsibility tosend statements to the correct address, not an erroneous one.3. The dates on which you indicated that your representative Mr. H. “tried to contact me”, I was left voicemailsat home only stating that he was “doing more research.” I have these voicemails saved and can forward them assound files.I immediately called him back, only to receive his voicemail, and left messages without any calls returned. For twoweeks I heard nothing back at all, with the explanation that he “had a death in the family” with details about that,but not much else. I have over a dozen calls to your office logged, including to request calls back fromsupervisors, which I was promised but never received.4. I cannot follow your accounting or figures in your spreadsheet, and they are not what was conveyed by JohnH. or [redacted] at all. Without question the amounts and dates are incorrect, and do not match the reporting thatthe credit bureaus clearly state.Even the date of last payment that you are claiming is a month off from both what Mr. H. stated and thereports show (February 2011 versus March 20011, respectively). I also find it difficult to believe that the interestwas exactly $2.00 every month for multiple months, without a single late fee, even though you stated there weremultiple missed payments…which there wasn’t after the payment in full was made in December 2010.Your company has a very well-documented history of billing errors and attempts to substantiate them, as evidentby the thousands of public consumer complaints and class-action legal suits filed against it for the very same.5. Finally, it is not my “attempt to improve” my credit report as you put it, but to have it accurately reported to. Thiskind of response reflects the same responses that other consumers relay in their complaints. ? ? ?[redacted], [redacted]. ? 2Once again, I await copies of the original statements and agreement. Should your office fail to provide those byAugust 9, 2017, which is 30 days after my request by certified mail, all instances related to this account must beimmediately deleted and completely removed from my credit file with each of the credit bureaus, as stipulated byconsumer protection law.Sincerely,[redacted], [redacted].cc: Revdex.com [redacted] Equifax

P[redacted]   [redacted]   October 24, 2016   [redacted]   Re:  Revdex.com, Complaint ID [redacted]...

       Macy’s American Express account ending in [redacted]   Dear [redacted]:    I am in receipt of your complaint 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.   I was disappointed to learn of the unauthorized use that occurred on your Macy’s American Express account and apologize for the poor service you received when attempting to resolve this matter with Macy’s Consumer Protection Department.  We understand that the presence of fraudulent charges on your account can be alarming, and we try to investigate and clear any occurrences of fraud as soon as possible.  I have forwarded your complaint and this letter to the appropriate management of our Consumer Protection Department to determine what may have prevented prompt removal of the fraudulent charges on your account, and to address the service experience you described with the phone representatives.   In light of this situation, I am pleased to advise our Consumer Protection Department removed the fraud from your account and credited a total of $513.96 in unauthorized charges and related transaction fees, $64.00 in late fees, and $9.68 in interest charged to your account as a result of this matter.  It appears that you may have inadvertently over paid your Macy’s American Express account so your account currently has a credit balance of $55.60.  This credit balance will be refunded to you automatically via a Credit Balance Refund Check if you do not shop against it or request a Credit Balance Refund check within 60 days.   Unfortunately, it appears that due to the delay in clearance of fraud from your account, your account went delinquent for 30 days and it was automatically reported to the credit reporting agencies.  Rest assured we have corrected this matter by requesting that the credit reporting agencies remove this delinquent reporting from their records.  Please allow up to 30 days for this change to be corrected on your credit report.   Thank you for bringing this issue to our attention and for your patience while we resolve this matter.  If I may be of further assistance to you, please contact me directly at the telephone number listed below.      Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Macy’s Consumer Protection Management  [SC1]Pending adjustments

[redacted]   [redacted]         June 9, 2016     [redacted]
[redacted]
[redacted]   Re:  Revdex.com Complaint [redacted]         Macy’s account...

ending in [redacted]   On behalf of Department Stores National Bank:     Contact Date(s) With Customer:  June 2, 2016   Complaint Summary:  On October 31, 2015, [redacted] had her wallet stolen.  Her Macy’s account was used to make purchases totaling $453.30.  She filed a police report, completed a Statement of Fraud, and is still receiving collection calls and letters as of May 2016.   Resolution:  I contacted [redacted] and apologized for the frustration this matter has caused her.  I advised that the fraudulent charge ($453.30), late fees ($192.00), and interest charges ($59.30) have all been removed from her account resulting in a zero ($0.00) balance.  I have cleared our internal history of any delinquency and requested that [redacted], [redacted], and [redacted] update their records and delete any history of delinquency from the time period of December 2015 through May 2016.  I ask that she please allow the credit agencies approximately thirty (30) days to update their files.  I also advised that her account was closed while her claim was in process and asked if she would like it reopened; however, she informed me that she will not be using the account any longer.  I stated I would send Macy’s Money as a further gesture of goodwill.  This resolved her concerns.     Stephanie C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

January 16, 2017[redacted]Revdex.com Cincinnati1 E 4th StSutie 600Cincinnati, OH 45202Re: Response to Revdex.com Complaint ID: # [redacted]Dear [redacted]: We are in receipt of Revdex.com Complaint ID...

#[redacted]. We have spoken to [redacted] and have reviewed all matters as expressed in the complaint. The merchandise has been reshipped and we are sending her a gift card due to the inconvenience and frustration. At this time, we consider this issue resolved.Thank you. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]

August 18, 2016   [redacted]  [redacted]  [redacted]    Re:  [redacted] Case #[redacted]         Revdex.com Complaint ID [redacted] and [redacted] ...

       Macy’s store accounts ending in [redacted] and [redacted]   Dear [redacted]:    I am in receipt of your complaints filed with the Consumer Financial Protection Bureau, Revdex.com, as well as your letter directed to [redacted], Chairman and CEO of Macy’s Inc., and your message submitted through the Macy’s “Tell Us What You Think” website.  They have been forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your ongoing concerns on behalf of Department Stores National Bank.  Please accept my apology for any frustration this matter may have caused you. Thank you for the courtesy you extended in our telephone conversation on August 4, 2016.    My research confirmed that your complaints contain many unfounded accusations.  I attempted to briefly respond to them on our telephone call.  Each one is addressed below: ·         Statements for both accounts are being mailed to the address noted above. There is no record of mail being returned by the post office.  You are being billed correctly.  Your payments have been made in a timely manner in the amounts required. ·         The Special Event, deferred-interest payment plan on your Macy’s account ending in [redacted], expired on January 22, 2016.  ·         In February 2016, we mailed you duplicate statements for the account ending in [redacted] for your records, for the months of October 2014, through January 2016, as validation of the amount owed.   ·         As of the date of this letter, your Macy’s account ending in [redacted] has a balance of $4,959.83.  This balance is an accumulation of your past purchases and interest charges.  A late fee of $25.00 was removed as a courtesy to you on July 27, 2016, which reduced the minimum payment to $304.55, (including $148.07 past-due), which is due by August 22, 2016.  The account was closed on July 11, 2015. ·         The Macy’s account ending in [redacted] is open with a credit limit of $900.00, and a balance of $1,011.66.  No additional purchases can be approved until the balance is reduced to less than the credit limit.  A minimum payment of $32.54 is due by September 8, 2016.  ·         Our records confirm that representatives from our credit offices as well as liaisons from the Executive Office have responded, both by mail and telephone, to your numerous inquiries about your accounts.  I have spoken with you previously as well.  In each letter and conversation we have expressed our apologies on behalf of the Bank for this situation.  Included are copies of our previous response letters for your review.    [redacted], I regret any frustration this matter may have caused . Thank you for giving me the opportunity to respond.    Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted]         [redacted], Revdex.com

I filed a complaint on 08/21/15 on Macy's for very poor customer service I received in the [redacted] store. I spoke with a representative on 08/24/15 and was offered a refund on my card and a gift card for inconvenience. I received the gift card but did not receive the refund on my third party card. I called the call center and was advised to wait 14 days. It is now 09/16/15 and I have not received the refund. I would like Macy's to complete the offer we agreed to for the poor customer service I received from the Brea store.Translate Desired Resolution: Billing Adjustment Desired Outcome: I want a credit back on my bank card for the item I purchased at Macy's.

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 28, 2016[redacted]
[redacted]
[redacted]Dear [redacted]: I am in receipt of your complaint ID [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. On behalf of Macy's, please accept my apology for any inconvenience you experienced due to not being able to place online orders. I have investigated your issue, and discovered that your address was blocked when an order was confirmed as fraud that was to be shipped to your address. Due to this any orders you place with this address will be canceled. During our conversation, you stated that you had cancelled your Macy's card and were no longer going to place orders with us, but still wanted to know why you were blocked. I hope this information serves as a satisfactory answer.Based on the above, Macy's considers this matter closed and resolved. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]