Macy's

April 4, 2018[redacted]Re: Revdex.com Complaint ID [redacted]Macy's Account ending in [redacted]Dear [redacted]:I am in receipt of your recent correspondence forwarded to us by the Revdex.com. As a liaison in...

Macy's Executive Office. I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). I apologize for any inconvenience you experienced as a result of the matters outlined in your complaint.Our records show that you made a payment of $1,000.00 on March 14, 2018 by personal check. While your payment posted to the above-referenced Macy's account immediately, a temporary hold was placed on your payment tintil March 29, 2018, at which time your available credit was increased by the amount of your payment.A temporary hold of fifteen (15) days was placed on your check for the following reasons: (i) your account had a returned check less than three (3) months prior to the payment referenced in your letter, for a payment dated December 20, 2017, which was returned on January 2, 2018 due to insufficient funds, (ii) the bank account number was new in our system and was not used to make payment on the account historically, and (iii) the size of the payment as much larger than any other payments made to this account previously.Your billing statement with a statement Closing Date of February 21, 2018 had a balance of $1,205.96. As of the date of this letter, your account has a current balance of $159.63, with a Minimum Payment Due of $27.00. due by April 20.2018.Thank you for bringing these matters to our attention and giving me the opportunity to respond. I assure you 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.Justin B.Macy's Executive Office ###-###-#### Extension [redacted]cc: [redacted]The Revdex.com

[redacted]   [redacted]
February 29, 2016
[redacted]
Re: Macy's Account Ending in [redacted]
Dear [redacted]: 
I am in receipt of your recent complaint filed with the Revdex.com regarding your Macy's Account ending in [redacted].  As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.
I regret that you are not satisfied with our response letter dated February 16, 2016.  As was explained in that correspondence, our Fraud Department has not been able to complete an investigation into your account because the information you sent was incomplete.  If you believe the purchases made on March 4, 2013, were fraudulently charged, we will need a completed Statement of Fraud in order to investigate your claim.  A copy of the Statement of Fraud document was included with the previous correspondence.  It was requested that you complete the form and return it to Ms. Diane Manny within thirty (30) days of the date of her letter.  I have enclosed another copy for you as a courtesy. 
[redacted], if I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure
cc: [redacted]
    The Revdex.com
This is an attempt to collect a debt and any information obtained will be used for that purpose.
Complaint ID  [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 have made payments, the last that is due end of Sept, cleared and I should not have had any interest charges accrued on my account. I cannot be over the spending limit, because use of this card has not been active in almost one year. 
Regards,
[redacted]

[redacted]   [redacted]     August 29, 2016     [redacted]   Re:  Revdex.com Complaint 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.   Please accept my sincere apology for any frustration you may have experienced in regards to the non-receipt of your card and statements on your Macy’s account noted above.  Customer service is crucial to the success of our business; therefore, it is always a concern when one customer is not satisfied with the level of service received.  The service you described is certainly not the typical level of quality customer service we expect from our associates.  It was disappointing to read about the behavior of our employees when you attempted to resolve this issue in our Macy’s [redacted] Store.  Consequently, I have forwarded a copy of your complaint and our response to the appropriate management so that they may address this matter directly.    Upon review, I found that on July 25, 2016, your address was updated to include the apartment number and a new card was sent to you.  The late fee of $27.00 was removed on August 19, 2016, when you called to speak to a representative, who also credited $15.00 as a gesture of goodwill.  On August 22, 2016, as a courtesy, a representative removed the remaining interest charge of $3.96.  As of the date of this letter, your account is open with a balance of $238.87.  I have enclosed copies of your billing statements for the periods ending July 14, 2016, and August 14, 2016, for your review.   For clarification, when a customer closes their account, it will report to the credit agencies as “closed by customer” and could impact your credit score.  If you would like to continue with closing your account, please contact our Customer Service Department at the telephone number on the back of your Macy’s card.   Additionally, 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.  It was never our intent to cause you any inconvenience.   Furthermore, I have cleared our internal records of any delinquency associated with this issue, and I am happy to report that no negative information was sent to the credit reporting agencies regarding your Macy’s account.     [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 do not hesitate to contact me.    Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures/mailed August 29, 2016   cc:  VP Store Manager, Macy’s [redacted] Store        [redacted], Revdex.com

[redacted]   [redacted]
March 4, 2016
[redacted]
Re:  Revdex.com ID [redacted]
        Macy’s [redacted] 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.  Please accept my sincere apology for any
frustration or inconvenience you may have experienced and for the difficulty
you encountered in attempting to resolve this matter.
Upon review, I found the check for $159.20, which was
misapplied to your [redacted] account, was ordered to be sent to you on
September 4, 2015.  On September 8, 2015,
we attempted to stop the credit balance refund check from being processed;
however, the check had already been sent. 
On January 26, 2016, we found the check for $159.20 was already cashed;
therefore, we will not be able to cancel the check and apply it to your Macy’s
account.  A copy of this check is
enclosed for your reference.  As of the
date of this letter, both your Macy’s account and [redacted] account are
closed with a zero ($0.00) balance.
Macy’s goal is to have professional and knowledgeable
sales associates available, so that all of our customers’ questions and needs
are addressed and resolved efficiently. 
It appears we may have fallen short of this goal.  Therefore, I would like to thank you for the
time you took to share this situation with us, as it directs our attention to
areas in which we can improve our service quality.
[redacted], thank you for bringing this matter to
our attention and giving me the opportunity to respond. With respect to your
request for compensation, I must decline as we do not provide compensation due
to a situation such as this.  If I may be
of additional assistance, please do not hesitate to contact me. 
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure / mailed March 4, 2016
cc:  [redacted],
Revdex.com

[redacted]   [redacted]
November 30, 2015
[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.
Upon
review, I found that we previously responded to this same issue when you wrote
to [redacted] Terry L., Chairman and CEO of Macy’s.  I am sending you a copy of our letter dated
October 21, 2015, which includes a summary of our research that all late fees
charged to your account on August 23, 2015, and September 20, 2015, were
removed including an explanation of the Minimum Payment Due.  I confirmed that we removed a total of $116.74
in accumulated fees which included a total of $93.00 in late fees and $23.74 in
interest charges as shown on your billing statement for the period ending on October
23, 2015 (copy enclosed).  As of the date
of this letter, your account has a $676.54 balance with a $27.00 minimum
payment due by December 20, 2015.
I want
to further explain that our system upgrade caused some challenges which
resulted in a disruption of online servicing for many customers including you,
as well as longer-than-normal wait times for customers calling us.  We again sincerely apologize for any
frustration that this may have caused you, and for the problems you encountered
while attempting to have the fees removed. 
I am also sorry that after being placed on hold for more than 10
minutes, your call was disconnected. 
Please be assured that we are doing everything we can to ensure we
provide you the level and type of service you have come to expect at Macy's.
[redacted], we regret this matter escalated to this point; however, we appreciate
the time you took to bring your concerns to our attention and for giving me the
opportunity to respond.  To restore your
faith in Macy's, I would like to invite you to shop with us again by accepting $25.00
in Macy's Money that can be used at any of our Macy's stores.  I am sending this under separate cover, which
you should receive within seven (7) to ten (10) business days.  If I may be of any further assistance, 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

Please see below and attached. Thank you.MacysP.O. Box 8220 Mason, OH 45040April 23, 2018[redacted]RE: Revdex.com Complaint ID # [redacted] Macy's Account ending in [redacted] (closed) Macy's Account ending in [redacted] (closed)Dear [redacted]:I am in receipt of your Revdex.com (Revdex.com) complaint which was forwarded to Macy's Executive Office on April 5, 2018. As a representative of this office. I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). Please accept my sincere apology for any inconvenience and frustration this matter may have caused.While researching your account, I located the purchases made on November 2017, along with the receipts for the return made. totaling $99.98. When you made the return totaling $99.98, the return posted to the account ending in [redacted], where you made the original purchase. I partnered with Macy's Billing Adjustments department to have this corrected.I was sorry to learn of the fraudulent activity on your Macy's account ending in [redacted] and the difficulty you had in getting the matter resolved. Please know that your Macy's account ending in [redacted], where the fraud originated, was closed on November 14, 2017, with a zero balance. On March 27, 2018, your replacement Macy's account ending in [redacted] was closed, per your request, with a credit balance of $101.98. A credit balance refund check in that amount will be sent under separate cover. Please allow seven (7) to ten (10) business days for the check to arrive.Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of further assistance on another matter, please do not hesitate to contact me at the telephone number listed below.Sincerely,Rachel R. Macy's Executive Office ###-###-#### Extension [redacted]CC:Revdex.com

March 15, 2018[redacted]RE: Revdex.com Case #[redacted]Macy's Account for [redacted]Dear [redacted]:I am in receipt of your Revdex.com complaint submitted on behalf of [redacted] regarding her Macy's account. As a liaison in Macy's Executive Office, I was asked to review and respond to this request on behalf of Department Stores National Bank (DSNB).Because you are not listed on [redacted] account either as a joint or an authorized signatory, it is not the Bank's policy for us to correspond with you regarding [redacted] account; therefore a separate response is being addressed to [redacted] directly.Thank you for contacting out office, and allowing me the opportunity to respond. If you have further concerns or questions, feel free to contact me personally.Sincerely, Briana D.Macy's Executive Office ###-###-#### Extension [redacted]Cc: [redacted], Revdex.com

August 29, 2017Dear [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 left several voicemails and emails requesting you return my call to ensure this problem has been resolved. The number is listed below. Thank you for your time in this matter. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.[redacted]Office: ###-###-#### Fax: ###-###-####

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted] After speaking to the customer we agreed on the amount that was still owed and I have processed the credit. We do need to allow the 3-5 business days to post to her account. 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: ###-###-####

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have processed an accommodation order for the place settings that were missing. The order did arrive on 1/17/2018 per follow-up with the customer. 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: ###-###-####

Dear [redacted]: I am in receipt of [redacted]'s complaint. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have, however, left her several messages regarding her concerns. I...

reviewed the customer's order, and confirmed that she was not charged for the items she ordered. The pending amounts that were showing on her account were authorization holds that should have fallen off. To date, I have not had a response back from [redacted]. Based on the above, Macy's considers this complaint closed. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]     March 20, 2017   [redacted]...

[redacted]                                   ...⇄ [redacted]   Re:  Revdex.com complaint # [redacted]         Account ending in [redacted]   On behalf of Department Stores National Bank:                                     �...⇄   Contact Date(s) With Customer:  March 13, 2017 & March 16, 2017   Complaint Summary:  [redacted] is requesting that the fraudulent charges that have been disputed in December 2016, be taken off of his account.   Resolution:  I have partnered with our Fraud Claims Department and have confirmed that the fraudulent charges have been written off in the amount of $6,720.59 and that a clearing letter was sent February 28, 2017. It has been confirmed that all delinquencies for the account have been removed as well as a total of $113.03 in interest charges.   I have spoken to [redacted] over the phone on March 13, 2017, and March 16, 2017 to confirm the actions taken on the account.  I have also advised him that a Credit Balance Refund Check in the amount of $5, 265.27, for the payment he made on the account, has been requested for mail out and that it will take seven (7) to ten (10) business days for him to receive. [redacted] is pleased with this outcome, this resolves his issue.       Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
April 20, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint [redacted]
       Macy’s [redacted] 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.  Please accept my sincere apology for any
frustration this matter may have caused you.
In reviewing your account, the $2.36 interest charge
that appeared on the billing statement for the period ending July 6, 2015,
included interest for the funds loaned to you between the last bill date of
June 6, 2015, and the date (July 3, 2015) that your $100.00 payment was applied
to your account.  This resulted in a
total balance of $119.66 due by August 6, 2015. 
We received a payment of $117.30 on August 2, 2015; however, the payment
did not completely satisfy the balance which caused the additional interest to
be charged.  As a courtesy to you, a
total of $18.36 in interest charges were removed on March 16, 2016 and a credit
balance refund check of $16.36 was sent to you on March 20, 2016.
In addition, we have cleared our internal records of
any delinquency associated with this issue, and have requested the credit
reporting agencies update their records and delete any history of delinquency
from the time period of September 2015 through March 2016.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.
[redacted], thank you for bringing this matter to our
attention and allowing me the opportunity to respond.  Should you wish to reconsider the use of your
Macy's account in the future, please do not hesitate to call me at the
telephone number listed below.  
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

April 24, 2018  [redacted] Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, please accept my sincere apology for any inconvenience you did experience with your order #...

[redacted]. We regret that a system failure did not apply your Plenti points to this order. Upon your request, I have adjusted the order for a credit of $53.89 to your [redacted] ending in [redacted]. Certainly, we would want you to have that benefit. Thank you for bringing this matter to our awareness and allowing me to address this for you. Please enjoy the fine [redacted] make-up. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Better Bureau

March 24, 2016 
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint ID #[redacted] 
      Macy’s gift card
Dear [redacted]:
I am in receipt of
your additional complaint that was filed with the Revdex.com and
forwarded to Macy’s Executive Office.  I previously
responded; therefore, I was asked to review and respond to your additional
concerns on behalf of Department Stores National Bank. 
Our position in this
situation, as outlined to you in our response of January 11, 2016, has not
changed.  We are unable to replace your gift card. 
  
[redacted], thank you
again for contacting Macy’s. 
Sincerely,
Michael J.
Macy’s Executive
Office
###-###-####
Extension [redacted]
cc: [redacted], Revdex.com

April 13, 2016
[redacted]
Marketplace Resource
Consultant
Cincinnati RevDex.com
re: Revdex.com
Complaint ID: #[redacted]
Dear
[redacted]: 
I am
aware of the additional concerns for this issue raised by the customer. I find
it unremarkable that she is not satisfied at anything less than agreement to
all of her demands.
It
is with real reluctance that Macy's takes the step of blocking a customer from
further credits or accommodations. [redacted] was informed of this
after an exhaustive review of her orders. Macy's will not continue to
accommodate the excessive demands from this customer. I only issued one credit
as a point of integrity that the non-receipt was documented by others.
[redacted] is certainly free to place a dispute with her bank, if she finds that
appropriate. On behalf of Macy's Executive Office, I respectfully request
closing this Revdex.com complaint entirely.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

September 18, 2017   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted] (closed), [redacted] (open)   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 that office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please accept my apology for any concern this situation may have caused.    Our Fraud Department concluded their investigation and all charges and any associated fees due to the fraudulent activity have been removed. The new account, ending in [redacted], has a zero ($0.00) balance. A letter was recently sent to you, dated September 12, 2017, confirming their findings and actions. A copy of that letter is enclosed. Your account was not reported as having a delinquent payment history. The credit reporting agencies were instructed to update their records and show that your dispute has been resolved. This letter will serve as confirmation of that request.   [redacted], thank you for allowing me to respond. Feel free to call me at the telephone number noted below if you need assistance on another matter.    Sincerely,     Michael J[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:  [redacted], Revdex.com

[redacted],We received the complaint for Todd Resnik regarding ID [redacted]. The customer stated they have been inconvenienced with the merchandise delay of their furniture order. We advised of the current expectant arrival date and will contact to schedule delivery once available.Macy's Executive Office

July 17, 2015
 
 
[redacted]
[redacted]
[redacted], **  [redacted]
 
Re:  Revdex.com Complaint ID [redacted]
        Macy’s account ending in 9932 ...


       
Dear [redacted]:
 
Thank you for the kind
courtesy you extended to me during our recent telephone conversation.  As I mentioned, I am in receipt of your complaint
you filed with the Revdex.com that was forwarded to Macy’s
Executive Office for review.  As a liaison
in that office, I was asked to respond to your concerns on behalf of Department
Stores National Bank.  Please accept my
sincere apology for any disappointment you and your partner may have
experienced regarding your shopping experiences at Macy’s [redacted]
location.
  
As we discussed, Macy’s is a
company committed to outstanding customer service, and our goal is to have
professional and courteous sales associates available within every store so
that all of our customers can have a wonderful shopping experience. Be assured
that we do not condone or tolerate rude or insensitive behavior of any kind,
because we promote respect for all of our customers.  While it is disheartening to hear that we did
not meet your expectations, your feedback is very important to us as it assists
us in truly understanding our customers' experiences and directs our attention
to areas in which we can improve our service quality.  Therefore, I have forwarded a copy of your
letter to the district executive for the [redacted] Macy’s store for her
review.
 
I am also sorry for any
miscommunication that may have occurred regarding the use of the coupon and I
am forwarding a copy of your complaint to our marketing department for their
review.  I can assure that it would never
be our intent to be misleading in regards to how a coupon can be used and am
very sorry if you feel differently.
 
[redacted], thank you again,
for bringing this matter to our attention and for giving me the opportunity to
respond.  I know you have been a good
customer of longstanding as well as a valued Macy’s account holder; therefore, I
appreciated your frank feedback and for sharing your concerns with me in such
an articulate manner.  As a gesture of
goodwill and in the sincere hope you will shop with us again soon, I have
enclosed a $50.00 Macy’s Gift Card for you to use on a future shopping
trip.  If I may be of any further
assistance, please do not hesitate to contact me directly at the telephone
number listed below, as I would be delighted to speak with you again.
 
Sincerely,
 
 
 
Carrie W.
Macy’s Executive Liaison
###-###-#### Extension
[redacted]
 
Enclosure / mailed July 17, 2015
 
cc:   Tina
Geers, Revdex.com
        District
Vice President, Macy’s [redacted]
        Macy’s Marketing Department