Macy's

October 11, 2016   Mr. [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s American Express account ending in [redacted] (open)        Macy’s store account...

ending in [redacted] (closed) & [redacted] (stolen)   Dear Mr. [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, I found that on September 22, 2016, you informed our Credit Customer Service department that the purchase made on account ending in [redacted] on July 5, 2016, was fraudulent.  Upon notification, we immediately closed that account and created a new account ending in [redacted].  The fraud charges were transferred to the new account in error, causing a late fee and interest charge to accrue.  On October 3, 2016, the fraud charge in the amount of $28.17, late fees of $64.00 and interest charges of $4.00 were removed.   Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] update their records and delete any history of delinquency for the time period of July 2016 through October 2016 on your store account from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request. As of October 3, 2016, I have closed your store account ending in [redacted].  The American Express account remains open with a zero balance.  For your records, I have enclosed a copy of your statements closing dates of July 2016 through September 2016.   Mr. [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Monique M[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed October 11, 2016   cc: [redacted], Revdex.com

[redacted]  [redacted]
  November 3, 2017   [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, 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 you may have experienced while attempting to make your [redacted] return and thank you for sending me the receipt information by email.    Please note that cosmetics can be returned at any time within 180 days after purchase in new or gently used condition with proof of purchase (which can be either your original receipt, the credit card you used to make the purchase, your return label or packing slip) and you will get a complete refund to the original form of payment.  If the item you are returning was part of a set, the entire set must be returned to receive a full refund.     Our records indicate that you originally purchased a [redacted], delivered through macys.com on April 20, 2016.  This item was exchanged in the [redacted] Store on May 28, 2016, for the [redacted].  On April 5, 2017, you exchanged that item for the [redacted] 7-piece [redacted] Gift Set for Drier Skin, [redacted].    When you were in the [redacted] store on November 1, 2017, because your return was outside of our 180 day return policy and did not include all the items in the set, the store declined your return.  As we discussed during our phone conversation on November 3, 2017, the store has the final say in accepting items outside of the return policy and we do not override the store’s decision in these matters.   [redacted], while this may not be the resolution you desire, please accept the enclosed $25 Macy’s Money Certificate from our office which may be used in any of our store locations.  Should you have additional questions, please call me at the number listed below.    Sincerely,   Janice D. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed November 3, 2017   cc:   [redacted], Revdex.com

Dear [redacted], I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when you didn't receive what was advertised on our site. I have replaced your order with...

the right items. I have also sent you a $25 gift card for the inconvenience. You will receive this in a plain white envelope. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,  Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

[redacted]   [redacted]
April 7, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint [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 am
aware you are requesting that we modify the payment history associated with the
above referenced Macy’s account.  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. 
After
researching the delinquency on your account, we found the information to be
correct.  Our records indicate we mailed
statements and did not receive returned mail from your address listed above and
your statements were also sent to the email address of [redacted].
Respectfully,
we are unable to accommodate your request to remove the delinquency from your
credit report.  However, on March 10,
2016, we instructed the credit reporting agencies to update their records and
report your account as “customer disputes reporting”.
While
I realize that this is not the resolution you are seeking, we are required by
law to maintain and adhere to specific policies and procedures to ensure
consistent treatment for all our customers. 
If I can be of assistance in the future, please do not hesitate to
contact me at the telephone number listed below.
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

February 17, 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:  February 12, 2016
Complaint Summary:  [redacted] states that she did not
receive November or December 2015 statements. She was charged a late fee and interest charge
and was told that additional fees could not be credited because prior fees
were. She would like to have the fees reimbursed.
Resolution:  I
reviewed the account and see that the $2.05 interest charge was already credited
back.  I credited an additional $27.00
late fee and $3.30 interest charge on January 5, 2016.  A credit balance refund in the amount of
$30.30 was requested and mailed to the client under separate cover.  I called [redacted], she relayed that she
has already received the credit balance refund check and she considers the
issue resolved.
Ms. Randi 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. 
Regards,
[redacted] Dear Revdex.com, Please understand that Macy's is running a scam. They are not reflecting interest charges real-time. The consumer is caught in a vicious cycle where if they miss a payment and then pay it in full, their account still does not have a zero balance ALTHOUGH it says it does. Macy's' assesses a charge of $1 /$2 the following cycle. This is not how a Macy's card operated in the past it is only something they began in the last year as far as I can tell. If they changed their terms of use, they need to inform consumers. This is not how any other credit card I have operates either.

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]  I'm still facing problems with Macy's not fully honoring their word on this complaint. Macy's has now sent a letter asking me to pay interest on this fraudulent amount.I see that they have cleared the previous error in my credit report. Please suggest.Thanks,[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 do not want this matter closed until the 30 days has passed to make sure the credit bureaus have removed the negative information. Macy's failed to exercise their due diligence to correct the error. 
Regards,
[redacted]

[redacted]   [redacted]   April 12, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted]   Dear [redacted]:...

  I am in receipt of your complaint that 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 (DSNB).  We sincerely apologize for any frustration and for the problems you encountered while attempting to resolve this matter.  I was hoping to discuss this with you; however, my attempts to reach you were unsuccessful.  I was able to leave you two messages.   In review, I found that on July 29, 2016, you were charged $143.00 for fur services at the [redacted] Macy’s store, as reflected on the enclosed billing statement for the period ending August 5, 2016.  Our records show that on September 1, 2016, you disputed the charge.  You indicated that this is the second year this happened.  Please know that this is the only dispute that is noted on your account.  Your account also indicates you made a $12.85 purchase at the [redacted] store on August 20, 2016, and we received two $27.00 payments on September 1, 2016, and October 1, 2016, respectively.  To clarify, because this was a charge for services in the store, you were advised that you needed to dispute the charge with the Store Manager.   Therefore, on October 27, 2016, the dispute code was removed.  On December 6, 2016, we removed $34.29 in accumulated fees resulting in a $133.70 new balance with an $89.74 minimum payment due by February 1, 2017.  When no payments were received for the February 1, 2017, and March 1, 2017, due dates, your account was assessed the applicable fees in accordance with the DSNB Credit Card Agreement.   I followed up with the Store Manager and Fur Salon Manager, and they confirmed the credit to your account.  I was pleased to see that on March 3, 2017, the $143.00 charge was removed on your account.  We sincerely apologize that this was not resolved sooner.   On March 6, 2017, a $37.00 late fee was removed related to this issue.  On April 5, 2017, I removed an additional $114.09 in accumulated fees resulting in a $41.15 credit balance.  Since your merchandise balance was $12.85 and you made two payments of $54.00, I am refunding you the difference of $41.15.  On April 6, 2017, I sent you a Credit Balance Refund check for this amount, which you should receive under separate cover within 7-10 business days.   We also cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] update their records and delete any history of delinquency for the time period of November 2016 through April 2017.  Kindly allow the agencies approximately 30 days to make the necessary adjustments to their files.  Until then, this letter will serve as confirmation of our request.  Additionally, we reset your credit limit to $1,250.00. Thank you so much for bringing this matter to our attention and allowing me the opportunity to respond.  Please contact me at the telephone number below if you have additional questions or if I can be of further assistance.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed April 12, 2017   cc:  [redacted], Revdex.com        [redacted] Store Manager

January 31 2017  [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted] (closed) Dear [redacted]: I have received your most recent comments regarding the complaint you filed with the Revdex.com. As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank (DSNB), I was asked to address your additional concerns. Per the letter dated August 9, 2015, the payment arrangement terms stipulated if you miss or paid late two (2) payments during the payment arrangement, this will terminate the agreement and your account will revert back to the original terms.  For the payment due July 2, 2016, we did not receive this payment until July 22, 2016.  The second late payment was due September 2, 2016, which we did not receive until September 6, 2016.  There is no grace period for payments.  As a result, your payment arrangement was terminated and your account returned to the terms in effect immediately prior to entering into the payment arrangement. In regards to interest being charged on your balance, interest was charged in accordance with the terms now on your account as a result of termination of the payment arrangement.  Per the enclosed Department Stores National Bank Credit Card Agreement, interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.  The payment arrangement was to remove the interest, providing the terms of the agreement was met.  When the arrangement was terminated, you were properly charged interest when you failed to make a payment by your payment due date.  [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 need assistance on a different matter as our decision has not changed on this issue.   Sincerely,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted] Enclosures / mailed January 31, 2017 cc: [redacted], Revdex.com

March 14, 2017Dear [redacted]:I am in receipt of complaint number [redacted]. The merchandise was picked up and full credit was applied to the customer's account. The resolution was satisfactory for the customer and Macy's considers the matter closed.  Sincerely,Macy's Executive Office###-###-####...

Extension [redacted]

[redacted],We
are in receipt of Complaint ID #[redacted] regarding the customer's WorryNoMore
extended warranty purchased in 2007. To resolve this issue, we have submitted
an adjustment for the WorryNoMore Great Give Back voucher the customer did not
receive. The customer will receive a store...

merchandise only certificate within
3-4 weeks that can be used to purchase any merchandise at our store, including
furniture.  If the customer does not
receive the store credit within the specified time frame, our office may be
contacted directly.  At this time, Macy's
will consider this matter closed.
Thanks,
Macy's
Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

P.O. Box 8220  
Mason, OH 45040
February 15, 2016
[redacted]
Re: Macy's Account ending in
[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.
Please
accept my personal apology for the problems you may have encountered in your
attempts to resolve this issue.  Our
Fraud Department reviewed the information previously provided by you and
determined that the charges made to your account were made fraudulently.  These merchandise charges, and the resulting
late fees and interest charges were removed from your account on February 8,
2016.  Your account now has a zero
($0.00) balance.  Instructions have been
sent to the credit reporting agencies to remove the delinquent pay history from
your credit report.  Please allow seven
(7) to ten (10) business days to process our request. 
[redacted], your business is important to Macy's as well as appreciated.  We understand that you have a choice of where
to shop and we hope this misunderstanding with this Department Stores National
Bank issued account has not jeopardized your loyalty to Macy's.
Sincerely,
Erica H.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: Revdex.com
    Case # [redacted]  
The Macy's card is issued by Department Stores
National Bank.

[redacted]   [redacted]
December 14, 2015
[redacted]...

[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 (DSNB). 
I apologize for any inconvenience you may have experienced.
Per
the DSNB Credit Card Agreement, if you have been paying less than the New
Balance on your Revolving account balance each month and you then decide to pay
your balance in full, you will be charged interest charges on that balance from
the first day of the billing cycle until the date that your payment is
received.  The minimum interest charge is
$2.00.  This interest charge is for the
money loaned to you during that period, and will appear on the next month's
billing statement. 
My
review of this matter found that all interest was correctly charged in
accordance with the Credit Card Agreement. 
Our records indicate that you when you contacted us on December 8, 2015,
as a courtesy to you, our Customer Service Associate removed $4.00 in interest
charges from your account.  This resulted
in a $2.00 credit balance on the account for which we requested a Credit
Balance Refund check be sent to you under separate cover.  Please allow seven to ten business days to
receive the check.  Your account was
closed per your request on December 8, 2015.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of
additional assistance, please call me at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

September 04, 2015
 
 
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint forwarded to us by the Better Business...

Bureau. As
a representative of Macy's Executive Office, I was asked to review and respond
to your concerns. Thank you for your courtesy when we spoke on September 1,
2015.
 
On
behalf of Macy's, please accept my apology for any inconvenience you
experienced because of the delay for your refund for the returned luggage. The
refund credit for $293.95 has been issued and you should be able to view this
on your [redacted] card within 7 days.
 
[redacted], thank you for bringing this matter to our awareness and giving me the
opportunity to respond. In respect and consideration a $50.00 Macy's gift card
is being sent to you. If I can be of further assistance, please do not hesitate
to contact me at the telephone number listed below.
 
Sincerely,
 
 
 
Marjorie B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted], Cincinnati Revdex.com

May 2, 2016[redacted] 
[redacted] 
[redacted] Re:  Revdex.com Complaint ID [redacted]          Macy’s account ending in 9330  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.  Thank you for the courtesy you extended in our recent telephone conversation.  Be assured that the service you described receiving is not typical of the level of customer service we strive to provide and we appreciate your bringing this matter to our attention.  My research found the following:• This situation was not reported to the credit bureaus.  • The credit refund check of $119.11 was sent to you in the mail.  You verified that you received it. • The telephone numbers to contact Macy’s about your account shown on your monthly billing statements are correct.  I called each one and confirmed that customers’ calls are routed to our credit department.  • Your account, ending in 9330, is open and available for your use, with a credit limit of $1,700.00.  [redacted], thank you for giving me the opportunity to respond.  If I may be of any additional assistance, feel free to contact me at the telephone number listed below.  Sincerely,Michael J.Macy's Executive Office ###-###-#### Extension [redacted]

Dear [redacted]: We have received Revdex.com Complaint ID [redacted] for [redacted]. [redacted] was concerned he had not received a $40 promotion on his qualified purchase. After further review, it has been discovered the $40 was deducted manually from his latest order. Further, [redacted]...

[redacted] requests to have an additional accommodation and we have since sent him a Promotion Code via email to be used on a future order. Based on the above, we consider this issue resolved. Michele S.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The store assistant manager called me and let me know she would speak to the Macy's workers I interacted, who that gave me a really difficult time. I am not sure if this happened yet. The assistant manager just called me yesterday, Feb. 8, 2017, afternoon to discuss what happened. I am hoping she speaks to the employees and gets everything cleared up. She was extremely apologetic for the employees' actions. Thank you very much. 
Warm Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]