Macy's

I recently filed a complaint regarding misplaced funds from a return. That has now been fixed but no one bothered to correct the interest charges or past due fees as a result of Macy's not properly allocating the funds back to the credit card properly. The past due account, which should not have any...

balance on it, also resulted in a reduced credit limit - this also needs to be corrected. There is still a balance of $86.31 on the card - there should not be any fees or charges on the card at all since the return should have resulted in a zero balance & if Macy's had returned it correctly this wouldn't be an issue.

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].[redacted] returned items and instead of a refund back to her original form of payment she received an In-store Gift Card. We have since apologized to [redacted] and had the funds from the Gift Card applied back to...

her original method of payment.Based on this we consider this issue resolved. Michele S. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

March 9, 2016
[redacted]
[redacted]
[redacted]
Re:       Revdex.com Complaint #[redacted]
            Macy’s gift card
Dear [redacted]...

[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.  Please accept my sincere
apology for not being able to use your gift card at a Macy’s store.  Kindly know that I left several messages for
you on February 5, 2016, and February 10, 2016, that I would be happy to
address your concerns, but I need additional information.
Prior
to February 2008, Macy's gift cards expired two years after the date of
issuance, but could be reissued at the request of our customers.  Currently, Macy's gift cards have no
expiration date.  Upon review, I found a security hold was placed on the card that
was given to you for the returned wool coat ($139.09) on April 4, 2011.  As stated in my messages, we would need the
front and back of the gift card that you have in your possession, so that we
may further research this issue. You can
fax it to my attention at ###-###-####.
To
clarify, Macy's has a very liberal return policy.  With a receipt or proof of purchase, a refund
will be credited back to the original form of payment used or if you prefer, a
store credit will be issued.  Your
original receipt is required for a cash refund. 
In further reviewing this information, you used a debit card to make the
purchase on January 28, 2011.  Should the
investigation by our Gift Card Department conclude removal of the security
hold, you would have immediate access to the available funds on your gift card
or we can put the amount back onto your [redacted] debit card.
[redacted], we regret that this matter escalated to this
point; however, we appreciate you bringing this matter to our attention and
allowing me the opportunity to respond.  I
look forward to hearing from you soon.
Sincerely,
Regina M.
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. Thank you. Sincerely, Bobbie A.Liaison,...

Omnichannel Executive Office| Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]   May 12, 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 representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.   Upon review, I found that the Macy’s account was originally opened on April 2, 2017.  Our records indicate that on May 3, 2017, you reported that you did not open the account. With respect to the fraud alert you referenced placing on your credit report, you would need to contact the credit reporting agencies directly to inquire when it was placed on your credit report.  To clarify, when processing an application, we will call the specified number indicated on a consumer’s credit report containing a fraud alert before extending credit.   After receiving this complaint from you, I requested that our Fraud Department review this account.  I am pleased to share that on May 8, 2017, they determined that the Macy’s account was fraudulently opened in your name.  Please allow up to three months for the fraud write-off process to be completed.  At that time, a request will be sent to [redacted], [redacted] and [redacted] to delete this account from your credit report.  You will also receive a letter from the Fraud Department under separate cover confirming this information.  Until then, this letter will serve as confirmation of this request.   Thank you for [redacted]ging this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please call me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

April 26, 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 Better Business...

Bureau.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Per the Department Stores National Bank 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.  This may result in a statement containing only an interest charge.Applying this billing policy to your Macy’s account, the $3.26 interest charge that appeared on the billing statement for the period ending December 8, 2015, included interest for the funds loaned to you between the last bill date of November 8, 2015, and the date (November 13, 2015) that your $796.18 payment was applied to your account.  When no payments were received, your account continued to accrue fees in accordance with the terms of the Credit Card Agreement. As a courtesy to you, we have removed accumulated interest charges from your account totaling $9.26, and as of the date of this letter, your account has been closed per your request, with a zero ($0.00) balance.  Since a billing statement is not generated when you have a zero balance, you should no longer receive emails or letters in regards to your closed account.  I was disappointed to learn of your experience in attempting to access secured messages relating to your Macy’s account and in your attempts to resolve this matter.  We recently underwent a system conversion for the Macy's credit card accounts as well as the credit servicing pages accessed through the macys.com website.  Unfortunately, the implementation of this upgrade may have caused challenges when accessing the credit servicing site for the first time after the conversion.  If you experience difficulties in the future, please contact our Technical Assistance Team directly at ###-###-####, option 6, and a representative will be happy to assist you.[redacted], please accept my personal apology for the problems you have encountered trying to resolve this issue and thank you for bringing this matter to our attention.  I hope that you will allow Macy’s an opportunity to exceed your expectations in the future.  If you have any questions, please do not hesitate to contact me. Sincerely,Michael J.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

February 27, 2017 [redacted] Re: Revdex.com Complaint ID #[redacted] Macy’s [redacted] account ending in [redacted] Dear [redacted]: I am in receipt of your Revdex.com Complaint, which was forwarded to Macy’s Executive Office. As a liaison of this office, I was asked to review and respond to your additional concerns. I regret that my original correspondence sent to you on January 31, 2017, did not satisfy your request. Please accept my sincerest apologies for any inconvenience this matter may have caused you.  In researching your inquiry, I have confirmed with our Payments Research Department that the check dated December 30, 2016, was unable to be located. If the check is showing as cleared on your checking account, please provide a front and back copy of the check or a copy of the electronic transmittal sent by your bank, with the full account number the payment was made to. You can fax this information to our Payments Research Department at ###-###-####. As confirmed in my original correspondence to you, a payment in the amount of $196.41 was received through the online bill pay option at macys.com, on January 12, 2017.  [redacted], I appreciate you bringing this matter to our attention and providing me the opportunity to respond. If I may able of further assistance in the future please feel free to contact me at the telephone number listed below.  Sincerely,  Tyeisha B.Macy’s Executive Office###-###-#### Extensio[redacted] cc: [redacted], Revdex.com

June 17, 2016 [redacted]  
[redacted]  
[redacted]  Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in 1507         Macy’s store account ending in [redacted] (closed)  Dear [redacted]: We are in receipt of your additional concerns regarding your Revdex.com complaint and forwarded to Macy’s Executive Office.  I previously responded, therefore, I was asked to respond again on behalf of Department Stores National Bank.  Our position in this situation has not changed.  I regret that you consider that our initial reply did not completely answer your questions.  However, our response complied with what you requested in your complaint.  The refund check of $585.40 was issued on May 20, 2016, as you requested in your telephone message.  If you have not received it please contact me and I will investigate further.  The record of delinquency associated with this situation has been removed from our records as well as the credit bureaus.  Also, as stated previously, we do not compensate customers for matters of this type.  Thank you again for contacting Macy’s.  Sincerely, Michael J.Macy’s Executive Office  ###-###-#### Extension [redacted] cc: [redacted], Revdex.com

[redacted]   [redacted]     April 17, 2017   [redacted] Peabody, MA  01960   Re:  Revdex.com Complaint - ID #[redacted]        Macy’s account ending in [redacted] (closed)...

  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 (DSNB). We apologize for any inconvenience you may have experienced regarding the reporting of your Macy’s account.   Per the DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  In addition, 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.  This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.    In review, I found that the billing statement for the period ending January 5, 2017, had a $48.72 balance, with a $27.00 minimum payment due by February 1, 2017.  When no payment was received by this date, your account was charged a $27.00 late fee and s $2.00 interest charge in accordance with the terms of the Agreement.  The billing statement for the period ending February 2, 2017, had a $77.72 balance with a $57.00 minimum payment (including a $27.00 past due amount) due by March 1, 2017.  When no payments were received, your account continued to be charged late fees and interest, and was reported as past due to the credit reporting agencies.    We received your payment of $116.72 on March 12, 2017, which brought your account to a current status however; the account was charged a $2.00 interest charge resulting in a $2.00 balance due by May 1, 2017.  Although my review found that all late fees and interest were correctly charged, on April 7, 2017, as a courtesy to you, I removed the remaining $2.00 interest charge resulting in a zero ($0.00) balance on the closed account.  Copies of your billing statements for the periods ending January 5, 2017, through April 4, 2017, are enclosed as reference.    Our records indicate you were receiving electronic billing notifications to [redacted], the email address on file, and that these notices were successfully sent on January 9, 2017, through April 10, 2017.  We have no record of returned email which suggests these notices were delivered.    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.  Therefore, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on April 7, 2017, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.  The account was closed at your request on March 13, 2017.  As of the date of this letter, your Macy's account is closed with a zero balance.   Thank you for bringing this matter to our attention and giving me the opportunity to respond.  Should you have any questions or need additional assistance, please call me at the number listed below.   Sincerely,  Janice Doerter Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed April 17, 2017   cc:  [redacted], Revdex.com

January 16, 2017  [redacted]   re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, I do apologize for the further concerns with your issue. Thank you for your courtesy when we spoke on January 16, 2017. As you did not receive the accommodation gift card that was sent to your home, I am replacing this with a gift card sent to your email. Certainly, let me know if you have any further concerns. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati 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.  On two credit reports [redacted] and [redacted] Macy's charge off is appearing for $325 dollars, date opened December 2007, first reported to credit bureaus November 2008, date of status May 2011, partial account number 4363-6816. this is not my account since 1998, I have been reporting my name to police department as a victim of fraud, someone purchased a car in my name, someone filed two years of income taxes in my name I am blind, I have been blind all my life, I had a stroke several years ago, I am in a wheel chair, I have medical records to prove this, I receive social security disability from social security administration for the blind all my life, I am 66 years old senior citizen with several medical conditions, heart disease, high blood pressure, blind, in a wheel chair, I dont need these problems, I have been having several fraud problems since 1998, several accounts have been opened in my name.  Macys account is another account to add to the list, I lefted another message for Janice D. today at ###-###-#### ext [redacted] I will keep a running log of everytime I telephone janice doerter, my sister are considered my eyes, my sister types and does everything for me, my sister is my power of attorney.  My am a widom my husband recently died I dont need these problems this Macys account is worrying me and stressing me out so much, I was recently in the hospital, I was just released yesterday.  I will be so glad when this Macys fraud is over I dont need this in my life any longer, this is a fraudulent account.  This $325 dollars appearing on my two credit reports [redacted] and [redacted], I dont need Macy's HARASSING ME WORRYING ME RIGHT NOW, I have been waiting for [redacted] Office of the [redacted] to reply to my complaint and also waiting on [redacted] to reply and the [redacted].  No I am not satisifed with Macy's accusing me of having a $325 dollar account that does not belong to me, why is Macy harassing me consistently for a account that does not belong to me.  
Regards,
[redacted]

[redacted]   [redacted]
December 21, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       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 (DSNB). 
I attempted to reach you on December 14th and 16th
2015; however, I was unsuccessful.
I
welcome the opportunity to better address your concerns; however, there are
additional details needed to determine what billing information you are referring
to in your complaint.  Please contact me
at the telephone number below in order to resolve this matter.
[redacted], your continued loyalty is important to us and we are sorry we have
disappointed you.  I hope this won't keep
you from shopping with us in the future.
Sincerely,
Randi P.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

[redacted]   [redacted]
April 4, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        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.  I
had hoped to speak with you personally, but my attempts to reach you were
unsuccessful. 
According
to the Department Stores National Bank Credit Card Agreement, a late fee is
applied if the Minimum Payment Due is not received by the ''Payment Due Date''
shown on your statement.  The payment due
date on your account is the 21st of each month the account carries a
balance.  Interest is charged on the
outstanding balance of your Revolving account until the day you pay the full
balance owed.  For example, if you have
been paying only the minimum payments on your Revolving balance each month or
you missed a monthly payment and you then decide to pay your balance in full,
you will be charged interest on that balance from the first day of the billing
cycle until the date that your payment is received.  This interest charge will appear on your next
statement.  The minimum interest charge
is $2.00.
Upon
review, I found that your account had a $129.13 balance for the billing period
ending on October 25, 2015, with a $58.18 minimum payment due by November 21,
2015.  We received your payment for this
amount on November 23, 2015.  Since this
was after the due date, a $38.00 late fee and $2.55 interest charge were applied
on your November 24, 2015, billing statement. 
When no payment was received by December 21, 2015, another late fee and
interest charge were applied on December 25, 2015.  Copies of your billing statements from
September 2015 through March 2016 are enclosed for your convenience.
As a
gesture of our goodwill, we removed a total of $75.00 in late fees and the
$2.55 interest charge from November 24, 2015. 
The first late fee adjustment appeared on your January 25, 2016,
statement and the second late fee and interest charge adjustments appeared on
your February 23, 2016, statement.  As of
today’s date, your Macy’s account has a current status and a zero ($0.00)
balance.
Thank
you for bringing this matter to our attention and giving me the opportunity to
reply.  If I may be of additional
assistance, please do not hesitate to contact me. 
Sincerely,
 
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:  [redacted], Revdex.com

September 26, 2016 [redacted] Re: Revdex.com Complaint ID #[redacted] Macy’s account ending in [redacted]  Dear [redacted]:I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy's...

Executive Office. As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.After reviewing your account, I see that the payment received in the amount of $979.64, on December 2, 2015, was misapplied in error. I do apologize for the delay in applying this payment in a timely fashion. I am happy to inform you that on September 14, 2016, the error has been corrected, and we have processed the payment to your account. In addition, I have removed a total of $222.47 of interest charged to the account. Regrettably, we are unable to accommodate your request for $734.94 as compensation. Please be assured that we do not compensate for these matters. As of September 20, 2016, you have a credit balance of $365.98. I have also requested a refund check be issued to you. Please allow seven to ten (7-10) business days to receive the check under separate cover. [redacted], we understand that you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our business relationship. In the interest of customer service, I hope you will accept the enclosed $50.00 gift card that can be used at any Macy's store or online at macys.com. Please do not hesitate to contact me at the telephone number listed below if I may be of further assistance.Sincerely,Tyeisha B.Macy’s Executive Office ###-###-#### Extension [redacted]     Enclosure / mailed September 26, 2016cc: [redacted], Revdex.com

[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. In reference to experience of non-receipt of gift with purchase, offered comparable item at no cost to customer. Web id#[redacted]1 sent to customer express shipping, customer given res# for reference. Customer accepted, apology given and issue considered to be resolved. Sincerely, Tara B.Macy's Executive Office###-###-#### Extension [redacted]

Dear
[redacted]: 
I am
in receipt of your response forwarded to us by the Revdex.com. I
did locate an error that occurred regarding the rate of tax you were credited
back at. This is where the difference of $8.00 was found. I have processed an
adjustment in the amount of $8.00 that will post to your account within the
next 7 - 10 business days.
I
understand you feel you were not compensated for your time. Unfortunately, as
we have processed a full refund to you, we cannot process any additional
refunds to you. However, if you decide to make a furniture or bedding purchase
at Macy's, I'll be happy to offer you 10% off of your next order.
Sincerely,
Jennifer C.
Macy's Executive Office
###-###-#### Extension 32387

The customer service representative at Macys.com supplied me with the information regarding my purchase prior to placing my order and advised me that my 20% employee discount would apply to this purchase.  Had this information been relayed correctly, I would not have made the purchase.  I ask that in good faith Macys honor the discount that was given to me prior to my purchase. [redacted]

February 22, 2018Dear [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. Your continued loyalty is important to us and we are sorry...

we have disappointed you. I show your refund for this order was processed on 01/23/2018. Partial went to your [redacted] ending [redacted] in the amount of $26.44 and the other $5.00 to another [redacted] account ending [redacted]. I have forwarded the customer service errors mentioned to the appropriate parties for coaching purposes. I hope this won't keep you from shopping with us in the future. If I may be of further assistance, please feel free to contact me at the telephone number listed below. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Dear [redacted], We are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. While we have accommodated the customer and emailed the customer referencing the accommodation that has been done, the...

customer has not responded at this time on whether these actions are satisfactory. We believe our actions are more than equitable and we consider the matter closed satisfactorily. Thank you. Andrew W.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

March 29, 2018[redacted] [redacted]
Re: Revdex.com complaint # [redacted]Macy's account ending in [redacted]On behalf of Macy's:Contact Date with Customer: March 26, 2018Complaint Summary: Customer states the last she made a purchase in August...

2017, she paid the balance off immediately. She then left the country for four months thinking that she had no balance. When she returned in December she had a bill with $60.00 of fees and interest. Says she called immediately and spoke with someone who took a payment of half of the amount. Say she was told the remainder of the balance would be forgiven. She asked to then close the account and they said she had to wait 2 days for a zero balance to be registered and call back. Says she and spoke with someone who advised her that they closed the account. She then received a bill on January (called again) and went thru the same procedure. She states she was told that the account was closed. Every month including March the same thing happened. Customer states she feels that this is legitimate harassment to be lied to four months in a row.Resolution:I spoke with the customer on March 26, 2018, after reviewing the account. The billing statement for the period ending September 11, 2017, show that the customer made a purchase on August 14, 2017 for $83.96. She made a payment on August 17, 2017, in the amount of $41.69, leaving a balance owing the account of $42.27. We did not receive another payment from the customer until October 31, 2017, in the amount of $57.00. The balance owing on the account to date is the result of fee on fee. According to the notes on December 21, 2017, the late fees of $18.27 were removed however. fees were not held and the account continued to be charged late fees and interest charges. The remainder of the balance is the result of fee on fee. Reviewed the call that took place on 2/6/2018. segment id #[redacted] where the customer service confirmed to the customer that the fees were removed and the account will have a zero balance. Because the customer was provided with this information, we have removed late fees and interest charges totaling $60.27. Also held fees for 2 months to ensure no additional charges are added to the account and confirmed that the account was closed per the customer's request. Resolved by phone resolution.