Macy's

January 23, 2018     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending [redacted]   Dear [redacted]:   It was a pleasure to speak with...

you regarding your complaint, which was 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 (DSNB). I apologize again for any inconvenience and frustration you may have experienced regarding this matter.   When a request is made to change the payment due date, it can take one (1) to two (2) billing cycles for the change to take effect. I listened to the call from October 9, 2017, when you spoke with the representative regarding the payment due date change. She asked what date you wanted, and you stated the 15th. She informed you that the 16th and 17th were the only dates available around that timeframe, and you chose the 16th. The representative then advised you to allow up to two (2) cycles for the change to take effect, and to check the due date on your billing statement for the next couple of months. The due date was successfully changed to the 16th  of each month, as noted on your December 2017 billing statement.   According to the DSNB Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the Payment Due Date. Interest is charged each month the account carries a balance. The billing statement for the period ending September 5, 2017, had an $891.76 balance with a $28.52 minimum payment due by October 2, 2017. When no payment was received, your account was assessed a $27.00 late fee and a $20.18 interest charge resulting in a $938.94 new balance with an $85.70 minimum payment due (includes a $28.52 past due amount) by November 2, 2017. As a courtesy, we removed the $27.00 late fee that was assessed on October 2, 2017. For clarification, the late fee credit lowered your total account balance; however, it did not decrease the required minimum Now Due payment amount.   Our records show we received three (3) separate payments on October 7, 2017, November 5, 2017, and November 18, 2017, totaling $78.70. Since these payments were less than the $85.70 minimum payment due by November 2, 2017, your account was assessed an additional $27.00 late fee and a $28.38 interest charge resulting in a $924.35 new balance with a $65.38 minimum payment due by December 16, 2017. We received a $28.00 payment on December 16, 2017. Because this amount was less than the $65.38 minimum payment, your account continued to be assessed the applicable late fee and interest charge. I understand you now want a due date of the 25th; however, the system recently updated it from the 16th to the 20th. As a courtesy, I removed a total of $88.50 in fees on January 15, 2017. Please understand that I am unable to credit any additional fees to your account.     Unfortunately, when an account is past due, we are unable to make any changes to the payment due date. Therefore, if you are still interested in changing the current due date of the 20th to the 25th, please contact me once your account is current and I will be happy to review your request.   Thank you again for taking the time to bring this matter to our attention and allowing me the opportunity to respond. If you have any additional questions, do not hesitate to contact me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have spoken with [redacted] and she was very upset with Macy's. Though we did not come up with a resolution, I will be happy to credit her the $100.00 that was discussed in an email for the $100.00 in gift cards. Additionally I...

was able  to locate the pajamas that were cancelled on the order as well and have sent them out as an accommodation. Based on this information we are considering this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

May 24, 2016[redacted]Re: Revdex.com ID #[redacted]Dear [redacted]:  We are in receipt of your reply to our original response to your Revdex.com complaint.  As a liaison in Macy's Executive Office, I was asked to review and respond to your continued concerns.  I intended to discuss this matter with you personally; however, my attempts to reach you were unsuccessful.  I was able to leave a voicemail message on May 13, and May 17, 2016.My research confirmed a credit in the amount of $13.90 was processed to your [redacted] account ending in [redacted] on May 3, 2016.  I regret any delay or inconvenience you may have experienced in this situation.[redacted], I hope this letter clarifies any issue you felt remained unresolved.  Should you have any other questions, please feel free to call me at the number below.Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  We have spoken to [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: ###-###-####

[redacted]   [redacted]
 
October 2, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Store Account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of...

your recent complaint filed with the Revdex.com
regarding your Macy's Store account ending in [redacted].  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 (DSNB).
 
As
of the date of this letter, the below information is reporting accurately for
your above referenced Macy's account.
 
Open
Date:                  April 3, 2006
Last
Purchase Date:     December 11, 2010
Last
Payment Date:      February 4, 2011
Charge
Off Date:         September 5, 2011
Balance:
                      $245.77
 
I
have enclosed copies of the billing statements for the periods ending December
5, 2010, through September 5, 2011, when your account was charged off due to
non-payment.  I have also enclosed copies
of the receipts for the macys.com purchases dated December 10, 2010, and
December 11, 2010. 
 
We
are required to report all accounts accurately under the guidelines outlined by
the Fair Credit Reporting Act (FCRA) to the credit reporting agencies and have
confirmed that your account is reporting accurately. 
 
I am
aware you are attempting to improve your credit report by requesting that we
modify the payment history associated with your Macy's account.  It is not our policy to remove any
delinquency from your credit report, unless it occurred as a result of a
billing 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 consumer.  After researching the history of your
account, we found that we are reporting the payment history correctly.  We are unable to comply with your request to
remove your account from your credit report. 
To establish payment arrangements, please contact the outside collection
agency [redacted] ([redacted]) at ###-###-####.
 
[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,
 
 
 
Jessica P.Macy's Executive Office
###-###-#### Extension
[redacted]
 
Enclosures
 
cc: Revdex.com
    Complaint ID: [redacted]
    [redacted]  
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.

Was just wondering if you have ever received a response from the merchant - Macy's.  To date, I have heard absolutely nothing.... I hate to think Macy's can essentially "steal" from consumers.  Although $50.00 may not be much in the big scheme of things... I am very disappointed.  This card was purchased by my husband at a Macy's store as a gift for me.If you have not heard back as yet... do you know of any other recourse for me?

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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

June 21, 2016 [redacted] Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]        Macy’s store account ending in...

[redacted] Dear [redacted]: We are in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  I regret any frustration you may have experienced regarding your Macy’s accounts referenced above.  My research confirmed your Macy’s [redacted] and Macy’s store accounts were opened on June 1, 2014, and both were enrolled to receive electronic billing statement notification.  However, only your Macy’s store account had a balance in February 2016 and would have received e-mail notices to inform you that your billing statements were ready to view.  The email address we have on file is [redacted].  Our records found that emails were sent and received by you on March 8, 2016, April 8, 2016, May 9, 2016, and June 7, 2016.  We have no record of our emails being returned.  Also, on April 11, 2016, during a conversation with a credit associate, you were informed that a minimum payment of $54.00 was due by May 1, 2016.  No payment was received until May 17, 2016.  Your account was reported as 30 days past-due because payments had been missed for two (2) consecutive months and paper statements began to be mailed.  Respectfully, I am unable to clear the derogatory information from your credit file.  It is not the Bank’s policy to remove any delinquency unless it occurred as a result of a billing 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 consumer.  Nonetheless, on June 13, 2016, we instructed the credit reporting agencies to update their records and report your Macy’s store account as “customer disputes reporting”.  This letter will confirm we recently sent you a refund of $13.36 from your Macy’s store account.  Both accounts now have zero balances and were closed at your request on June 12, 2016.  [redacted], thank you for allowing me to respond.  If I can be of assistance on another matter, feel free to contact me at the telephone number listed below.    Sincerely,Michael J.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

[redacted],
We
received the complaint for [redacted] regarding ID [redacted]. The customer
stated they have had an issue with having their payments allocated to the
proper account type. We contacted customer and provided the contact number to
the Credit Executive Office to have payments...

allocated.
Macy's
Executive Office

November 24, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy's
account ending in [redacted]
        ...

Macy’s [redacted] account ending
in [redacted]
Dear [redacted]: 
Thank for the courtesy you extended to me during our
conversation on November 18, 2015, and accepting my sincere apology concerning
your complaint, which was 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.
As discussed, we sincerely regret any frustration you
may have experienced regarding the delay in locating your $1,423.35 payment
that you mailed on or about August 25, 2015, in time for your September 11,
2015, payment due date.  Also, I am sorry
for our longer-than-normal wait times when you made numerous calls inquiring
whether the copy of payment you faxed several times had been received to
research your missing payment. 
Additionally, I regret that you had to make an additional payment of $1,423.35,
which was received on September 16, 2015. 
I am pleased to learn that your check number 2097 in the amount of $1,423.35
was located on October 23, 2015, and applied to your Macy’s account with a
payment date of September 11, 2015.  You
stated that upon learning your check was located we transferred $1,350.03 from
your Macy’s account to your Macy’s [redacted] account on October 30,
2015, per your request.
Be assured that the service you received from our
staff is not typical of the level of quality customer service that we strive to
provide.  Therefore, I would like to
thank you for the time you took to share this situation with us, as it provides
us an opportunity to follow up with the appropriate action.
[redacted], thank you again for accepting this as
an isolated incident and continue to choose Macy’s for all of your shopping
needs.  As a gesture of our goodwill, I
am sending you a $50 Macy’s gift card that can be used at any Macy's
store.  You will receive this under
separate cover within seven (7) to ten (10) business days.  Of course, if I may be of further assistance,
do not hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

March 23, 2016[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 Macy's, please accept my...

apology for any inconvenience you experienced due to not receiving your credit in a timely manner. Our records show that the credit was put on your account on March 1, 2016. Please advise me if you are still not seeing it reflected on your statement. Based on the above, Macy's considers this matter closed and resolved. Sincerely,Colette O.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 satisfactory to me.  Dear [redacted],Sorry for giving the response too late.  I hope to give your response after I receive the refund from Macy's actually. Now I have received the refund. Thanks very much for your help.[redacted]

[redacted]   [redacted]
January 26, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
On behalf of...

Macy’s:                
Contact Date(s) With Customer:  January 22,
2016, and January 25, 2016
Complaint Summary:  [redacted] purchased a comforter
set, took it home, and found it did not fit the bed properly even though the
correct size was purchased.  She
attempted to return the set the next day and was informed it was a final sale
and non-refundable.  [redacted] was unaware
of this and was denied store credit as well. 
She was advised to sell or give away the comforter set.
Resolution:  I contacted [redacted] on January 22, 2016,
and was advised she purchased the set at our [redacted] store in [redacted],
which is one of our stores that is permanently closing.  I advised that our policy does state all
sales are final; however, I would do some more research and contact her with a
resolution.  I contacted our VP Store
Manager of [redacted], and was advised we would be able to make an exception for
this customer to return her comforter set. 
I spoke to [redacted] on January 25, 2016, and advised we would be able
to make the return and for her to request the store manager, Jodi, when making
her return.  This resolved her concerns.
Stephanie P.
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.    It has now been over 30 days since the initial complaint and Bloomingdales has made no attempt to contact me or to try to resolve the issue.
Regards,
[redacted]

P.O. Box 8220   Mason, OH 45040
 
August 04, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Store Account ending in [redacted]
 
Dear [redacted]: 
 
I am in...

receipt of your recent complaint filed with the Revdex.com regarding your Macys Store account ending in [redacted].  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 (DSNB).
 
As of the date of this letter, the below information is currently reporting for this account.
 
Open Date:                  September 21, 2013
Last Purchase Date:     July 25, 2014
Last Payment Date:      September 15, 2014
Charge-off Date:          March 21, 2015
Balance:                       $504.56
 
Enclosed are copies of the billing statements for the periods ending September 21, 2014, through March 21, 2015.  The billing statements for periods ending September 21, 2014, through March 21, 2015, were sent to your email address, [redacted], with no returned mail, which suggests that you received the monthly billing statements for this account.  You elected to have your statements sent only to your email address on September 21, 2013
 
Upon further review of your account, at no time were automatic payments initiated on your account with an agent from Macy's Customer Service or online at macys.com.  Unfortunately, we are unable to remove the delinquency associated with this account from your credit profile or reinstate your account.  Additionally, we cannot reopen your 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. 
 
To further discuss your account and establish payment arrangements, you must contact the outside collection agency currently handling your account, [redacted], at ###-###-####.  Until payment arrangements are made, your account will continue to show as an unpaid charge-off on your credit report.
 
[redacted], thank you again for bringing this matter to our attention and giving me the opportunity to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.
 
Sincerely,
 
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
                                        ...⇄
Enclosures
 
cc:  Revdex.com
     Complaint ID: [redacted]
     [redacted]

July 26, 2016  [redacted] Re:  Revdex.com Complaint ID [redacted]        Macy’s store account ending in [redacted] Dear [redacted]: I am in receipt of your additional correspondence received July 15, 2016, that was filed with the Revdex.com.  Because I am also a representative of Macy’s Executive Office, I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.  It is regrettable to learn that you feel [redacted] Stephen C.'s previous response did not resolve all of your concerns.  We are sorry for the continued frustration this has caused you. I understand that you are requesting compensation of your $863.87 account balance.  Respectfully, I must decline this accommodation request as this balance is the result of a purchase you made in June 2016 and is unrelated to the issues you experienced with your 2015 club account purchase.  Please understand that we are always happy to satisfy our customers in any way possible; however, in order for all our customers to receive fair and consistent treatment, we must adhere to specific policies and procedures in our credit practices. [redacted], we realize that you have a choice of where to shop, and we are sorry if this issue has jeopardized our relationship.  If I may be of assistance in another matter, do not hesitate to call me at the telephone number listed below.    Sincerely,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

[redacted]   [redacted]
*
December 17, 2015
[redacted]
[redacted]
[redacted]
Re:
   Revdex.com ID [redacted]
Macy's
Account ending [redacted]
Macys.com
Order # [redacted]
Dear
[redacted]...

[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.  I had hoped to speak with you personally
regarding your complaint, but my attempts to reach you were unsuccessful.  However, I did leave a message for you on
December 17, 2015, and welcome the opportunity to speak with you at your
convenience.
Upon
review of your order, I was unable to locate proof that a return was received
for any of the three items listed on the order. 
On May 6, 2015, one of our customer service representatives sent you
three (3) Pre-paid [redacted] Merchandise Return Labels via email with the tracking
numbers, [redacted], [redacted], and [redacted].  When tracking these packages on [redacted].com, the
website does not indicate there was any delivery or tracking activity
associated with these labels.  Unfortunately,
since we did not receive your return, we were unable to process a credit on
your Macy's card for the items.  If you
decided to use a different shipping method to return your purchases, please
reach out to me directly at the number listed below with the tracking details.  After I have this information, I would be
more than willing to speak with our returns department once again to attempt to
locate the items.  Until we receive
additional information about the return, unfortunately, we are unable to
process any billing adjustments on your Macy's account.
I
apologize for any frustration the collection calls may have caused you.  Our calls are intended as a courtesy to
remind customers of a recently missed payment, and are also an opportunity to
assist our customers with maintaining a good payment and credit history with
us.  As of the date of this letter, the
outstanding balance on your account is $398.86, with a minimum payment of
$326.49 (including a past due amount of $277.00) due immediately.  I encourage you to contact our Collections
Specialty Unit at ###-###-#### to discuss possible payment options available
to you.  
Thank
you for bringing this matter to our attention and allowing me the opportunity
to respond.  I look forward to speaking
with you at the number listed below.
Sincerely,
Stephen C.
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 any
information obtained will be used for that purpose

[redacted]   [redacted]
February 5, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint #[redacted]
        Macy’s account ending in [redacted]
Dear
[redacted]:
I am
in receipt of your additional complaint forwarded to us by the RevDex.com.  As a representative of Macy’s
Executive Office and because I am familiar with your inquiry, I was asked to
review and respond to your concerns on behalf of Department Stores National
Bank.
While
I understand your continuing frustration, we previously responded to this same
issue when you filed your initial complaint with the Revdex.com on
October 13, 2015.  As stated in my letter
dated December 10, 2015 (copy enclosed), there is no record of your account
being set up for auto pay prior to October 13, 2015.  You are correct that you made four (4) online
payments; however, these payments were one-time scheduled payments and not
automatic recurring payments.  Please
know that our position has not changed. 
The delinquency is correct and we are unable to remove the delinquency
from your credit report.
I am aware this is not the resolution you
were seeking.  Although we like to
respond favorably to every customer’s request, that is not always
feasible.  However, I appreciate the time
you took to bring your concerns to my attention and for giving me the
opportunity to respond.  If you have any
further questions, do not hesitate to call me at the telephone number listed
below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
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.  For your reference, details of the offer I reviewed appear below.Macys does not admit fault and did not cooperate with my request.
Regards,
[redacted]

July 14, 2016Dear [redacted]:I am in receipt of your complaint number [redacted]. We have contacted the customer and offered to return the mattress and box springs so that she can re-select another mattress and box spring. She is pleased with the offer and feels the matter is resolved.Thank You,Macy's...

Executive Office