Macy's

January
11, 2016 
[redacted]
[redacted] 
[redacted] 
[redacted] 
[redacted]  [redacted] complaint ID
[redacted] 
        Macy’s account ending in [redacted]
On behalf of...

Department
Stores National Bank:  
Contact Date with Customer:  January 6,
2016
Complaint Summary:  [redacted] states the she
made a payment of $47.99 to her account on August 18, 2015, and it was not
applied to her account.  She has provided
a copy of the payment check from her bank and called the credit department
multiple times, but the correction has not been made. 
Resolution:  I called [redacted] and apologized for this
situation.  I informed her that we are
processing the adjustment for the missing payment and removing all interest and
fees from her account for a zero balance. This resolved 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 regard to my complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] Customer called stating he was looking for clarification regarding Macy's response.

P.O. Box 52184   Phoenix, AZ 85072-2184
October 27, 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.  We sincerely regret any
frustration you may have experienced concerning the above-referenced Macy’s
account.
Our records show that on July
22, 2015, we received an alert from the credit reporting agencies indicating
that we are to contact you at telephone number 000-000-0000 in the event of a
request to extend new or additional credit in your name and your account was
updated with this information.  Because the
phone number of 000-000-0000 is not a valid number and we have no home number
in our records, we were unable contact you as requested in the alert.  If you are disputing the accuracy of this
information, please contact the credit reporting agencies directly.  In addition, when we attempted to email you the
email address we have on file of [redacted] came back as undeliverable. 
[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]

[redacted]   [redacted]
 
 
August 3, 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 been
caused in trying to resolve this issue.   
 
Kindly note that while your
account is closed, according to the Department Stores National Bank Credit Card
Agreement (enclosed), if the minimum monthly payment is not received by the due
date shown on your billing statement, which for your account is the 21st of
every month, late fees are applied to the account.  Furthermore, for any month the
balance-in-full is not paid, interest charges are assessed on the balance from
the first day of the billing cycle until the date that your payment is
received. 
 
Macy's strives to assist our
customers by offering payment plans that could lower your interest rate and set
up reduced monthly payments.  I encourage
you to contact our Collections Department at ###-###-#### to discuss possible
options available to you. 
 
[redacted], 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,
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosure /mailed August 3, 2015
 
cc:     Tina
Geers, Revdex.com

October 27, 2017     [redacted], **  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of your additional correspondence filed with the Revdex.com and forwarded to Macy’s Executive Office.  Since I am familiar with your inquiry, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank.    I apologize for any confusion with my previous response.  When a fraud claim is opened on a purchase, a minimum monthly payment is still required for all charges that are not in dispute.  The fraudulent charge was placed on your account on February 16, 2017.  This disputed charge did not cause the delinquency on your account.  As stated in my previous response, you had a valid billed balance of $144.11 which was initially billed to you on February 13, 2017.  We have confirmed the electronic billing statements for this balance were delivered to you on February 16, March 20, April 18, and May 19, 2017.  Your account was closed on June 18, 2017, due to non-payment of your valid account balance.  We received payment for this balance on August 24, 2017.    As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  The information we are reporting is accurate; therefore, we are unable to remove the delinquency from your credit report.    [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter.  Please contact me at the number below if you need assistance on another topic.   Sincerely,   Kristi C[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

January 05, 2018[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 have researched...

this issue and would like to resolve your concern, however, I have not received any response. Please contact our office if this is still of concern, we are closing this as non-response. The phone number to reach me is listed below. Thank you for your time. Sincerely, Tara B.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.   i returned my bed, purchased a new one from Macy's again, was told my old frame would work, when delivery came my old frame did not fit. Now stuck with new bed and old frame that won't work together. I spent a lot of money on the frame. I want it refunded since the original bed was returned
Regards,
[redacted]

September 11, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy's [redacted] account ending in [redacted]   Dear [redacted]:    I am in receipt of your most recent 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 your file, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please accept my personal apology for the length of time that it took to resolve this matter.    As noted in my letter dated May 8, 2017, your initial report of fraudulent charges on your account was on February 6, 2017, and our Fraud Department sent you a Statement of Fraud (SOF) form to complete and return.  On March 8, 2017, you notified us of an additional fraudulent charge and we received your completed SOF on April 25, 2017.  Please note that it may take up to ninety (90) days after receipt of your completed SOF form for the Fraud Department to complete their investigation.   When I received your initial complaint on May 2, 2017, all but the last reported charge of $100.00 had been removed from your account.   On May 5, 2017, the $100.00 charge, $101.00 in late fees and $6.10 in interest was removed resulting in a zero balance on the account. As a part of this process, we request that the credit reporting agencies update their records to remove the delinquencies reported related to the fraudulent activity.    When I received your complaint dated August 27, 2017, I requested verification of what was reporting for the three credit reporting agencies and found that one month was not updated properly.  Our Fraud Department corrected the error on August 29, 2017, as noted in my letter dated August 31, 2017.  Copies of my previous responses are enclosed as reference.    [redacted], I hope this clarifies the actions taken on your account.  Again, I apologize for the length of time it took to resolve this for you.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely,    Janice D[redacted] Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted], Revdex.com

May 16, 2017[redacted]Revdex.com Cincinnati1 E 4th StSte 600Cincinnati, OH 45202re: Revdex.com Complaint ID #[redacted]Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted]. We have reviewed all matters as addressed in the complaint. We have issued a full refund back to the...

customer's original form of payment. Please allow up to 5 business days for the credit to apply. At this time, we consider this issue resolved.Thank you. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is at the most part  satisfactory to me.  I do not remember having any extra $48.63 left over in my account. When the fraudulent charges  occurred,  I had paid off my card completely!!!!! This is  how I caught this fraud so immediately. I DID NOT OWE ANYTHING TO MACY"S ANYMORE. I would like to know what is the $48.63 for. Thank you for solving this humongous problem with Macy's and me. I don't think I will ever shop with them any more. I mean if it takes all this effort to remove fraudulent charges, I might as well shop elsewhere. It also is amazing that they do this almost as a favor . Perhaps it is time for Macy's to close. After so many years of business they must have extended their functional warranty above and beyond function.  So in this continuously disintegrating world., I want to state the unbelievable stance of Revdex.com. You are sort of demigods  performing things that today are sort of miracles. I can't believe your consistent quality and deficiency to the last T. Please hold on to your standards and quality. You are my heroes and I wish not only that companies worked like you, but that I had a job among you. I love efficiency and  working results - extremely rare blessing today. You are simply amazing! 
Regards,
[redacted]

June 13, 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.  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 apology for any inconvenience this matter regarding your Macy’s [redacted] account may have caused.  My research verified that we received your payment of $95.20 on March 14, 2016, which is the total amount of your purchases on September 5, 2015.  While your online profile lists the email address of [redacted] to receive monthly statement notifications, we were unable to verify that the notices had been sent.  Therefore, we have removed all late fees and interest charges, bringing your account to a zero balance.  In addition, we have deleted the record of delinquency related to this situation from our records and directed the credit bureaus to correct their records as well.  Please allow the bureaus thirty (30) days to make the necessary changes.  With regret, this letter will confirm that your account is closed.  If you would like to continue to have a Macy’s [redacted] account, a new application would be required.  [redacted], thank you for allowing me this opportunity to respond.  Feel free to contact me at the telephone number noted below if you have a question concerning another matter in the future.  Sincerely, Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

March 1, 2016
[redacted]
[redacted]
[redacted]
Re:  RevDex.com complaint ID #[redacted] 
        Macy’s [redacted]
[redacted] account ending in [redacted]
On behalf of Department Stores National Bank:  
Contact Date with
Customer:  February 23, 2016
Complaint Summary:  [redacted] made a payment in full to his
account in August 2015.  The payment was
not applied to his Macy’s [redacted] account.  He has made many telephone calls and spoken
to managers in the credit department for resolution, and has been told that
this matter would be resolved, but months later the payment is still not
applied to his account. 
Resolution:  I called [redacted] and he informed me that
his account has now been corrected.  I apologized
for how long this took to resolve and confirmed for him that his account does
have a zero balance and is closed.  This
situation had no negative effect on his credit bureau.  This closed his complaint. 
Michael J.  
Macy’s Executive Office 
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

September 18, 2017  [redacted] Re: Revdex.com Complaint # [redacted] Dear [redacted]:  I am in receipt of your Revdex.com complaint regarding your attempt to order on the macys.com website,...

specifically your order # [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to your concerns. You have my sincere apology that our Consumer Protection process was unable to verify your telephone information, as you have stated. Although that may be unfamiliar to you, that is part of the process that Macy's does use to assure the security of our customers. We regret that we cannot promise to place future orders if the information does not verify in the systems we use. [redacted], I hope that you can understand our position on this matter, although it may differ from your own. Please do not hesitate to contact me at the telephone number below if you have additional questions or if I can be of further assistance. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted]  cc: [redacted] Tina Geers, Cincinnati Revdex.com

Hi [redacted], I have been working with the above referenced customer.  Although, I am working closely with the customer I have requested that our customer visit her local Macys to ensure that we are processing the correct pieces of her sectional for exchange.  I will continue to see this...

process through for our customer. I would appreciate it if we can close this issue with your firm.  Teresa M.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: {###-###-#### fax ###-###-####

Revdex.com:
I plan to pay off the amount of the special purchase that I made prior to the end of the promotional period, and I am not making any additional purchases from Macy's using my credit card.  Once I have done that I will close this account which I have had for many years due to the problems I have encountered.  After much effort on my part, Macy's is correctly allocating my payments which should not now be hard since I am no longer making any additional purchases with the card.  This does not correct the problem for other customers of Macy's so the general problem still remains; I am just tired of dealing with it.  I notice that Macy's did not have a very good Christmas season which does not surprise me given their poor customer service.  If your company goes out of business it would be regrettable but understandable.   
Regards,
[redacted]

Customer stated the issue is not resolved.  She still is seeking to speak with someone from the corporate office.

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 am willing to make payments on this account but the additional fees and interest must be removed first.
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.  In the letter I received from Macy's, Macy's stated that they already refunded the money on 1/29/2017 (details see attached letter from macy's.pdf). As I repeated many times, I didn't see where the refund was and my bank couldn't fine the money. In the letter I received from my bank ([redacted]), [redacted] said that Macy's told them that I didn't return the item (see the attached letter from [redacted].pdf). I don't know who is telling the lie here, Macy's or [redacted]? At least I didn't see the money go back to my credit card.This matter has been dragged for such a long time and I keep getting the same response from Macy's. Nothing changed after I repeatedly told them that I didn't see the money. Please ask them to stop telling me that they already refunded the money half a year ago. At least provide some support for their claim with some evidence. Regards, [redacted]

September 23, 2015Ms. [redacted]6545 Seine CourtHighland, CA 92346Re:  Revdex.com ID [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to us by 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.  I apologize for any inconvenience this issue may have caused you.  In researching your complaint, I found that the original request made by Ms. W., unfortunately was not completed as we anticipated.  However, I immediately resubmitted our request and ensured it was processed on September 15, 2015.  Please allow seven to ten business days for the funds to post to your Visa® account. [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  I am sorry to have disappointed you in resolving this issue for you.  As a gesture of goodwill, under separate cover, I am sending you a $25.00 Macy’s Money certificate for use in any of our store locations.  If I may be of additional assistance, please contact me at the telephone number listed below. Sincerely,Janice D.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Better Business Burea

September 14, 2017   [redacted]   Re: Revdex.com, Complaint ID [redacted]         Macy’s 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 you concerns on behalf of Department Stores National Bank.  Please accept my apologies for any frustration this matter may have caused you.    Our records indicate that you called Macy’s Customer Service on August 6, 2017, and requested a new Macy’s card with your updated name.  Our representatives successfully updated the name on your account; however, the representative inadvertently neglected to send you a new card.  Fortunately, when you spoke with a Customer Service supervisor on August 29, 2017, a Macy’s Card with your updated name was sent to your address as listed above.    We make every effort to provide a “friction-free” service experience and our representatives are expected to resolve customer inquiries on the first call.  It is disappointing to see this did not occur, and for this, I apologize. You can be assured your experience is not typical of what we strive to provide.  As such, I have forwarded your complaint and a copy of this letter to the involved associates’ manager so that a discussion can occur for future handling of inquiries such as yours.   [redacted], thank you for bringing this to our attention and allowing me the opportunity to respond to your concerns. You indicated in your Revdex.com complaint that you wanted to speak with a representative from our office; however, my attempt to reach you on September 13, 2017 via telephone was unsuccessful.  I am confident this letter will resolve any outstanding concerns you may have, but if I may be of further assistance to you, please feel free to contact me at the telephone number listed below.   Sincerely,         Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com       Customer Service Manager