Macy's

November 10, 2015
[redacted]
[redacted]
[redacted]
Re:   Revdex.com Complaint ID [redacted]
        Macy’s [redacted] account ending
in...

[redacted]
        Macy’s store account ending [redacted]
On behalf of Department Stores National
Bank:  
Contact
Date with Customer:  October
14 and October 30, 2015
Complaint
Summary:  Ms.
Nguyen did not receive the replacement Macy’s credit cards she requested in
August 2015.  She was told that she would
receive her new cards by September 30, 2015, but had not yet received them by
October 2, 2015.  The customer is very
frustrated about having to make multiple requests for both the Macy’s [redacted]
[redacted] credit card and the Macy’s store credit card.  She was also disappointed that her requests
to expedite the shipping of new credit cards were ignored.
Resolution:  I called [redacted] and apologized for the
problems she encountered, the miscommunication from our telephone
representatives, and for the delay in sending her new Macy’s credit cards.  I confirmed that she received her Macy’s
store credit card that was sent earlier in October 2015, but not the Macy’s
[redacted] credit card.  We
expedited shipping of new Macy’s [redacted] credit card to [redacted] home address.  Customer is satisfied with
our resolution. 
Ms. Randi P.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted],
Revdex.com   [redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

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]   February 9, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]   Dear [redacted]:    I am in receipt of your Better Business...

Bureau complaint forwarded to Macy's Executive Office.  As a representative of this office, I was asked to review and respond to your concerns.   I was disappointed to learn of the problems you encountered while shopping at the [redacted] counter in our [redacted] store, and that you did not receive a call back from the message you described leaving on our systems.  I truly apologize.       Please be assured that the service you described receiving from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate you bringing this matter to our attention.  Macy’s goal is to provide outstanding service by having associates that are professional, knowledgeable and courteous available within every department to ensure our customers have positive and rewarding experiences.  Although we do not like to hear that we did not meet your expectations, your feedback is critical as it assists us in understanding our customer’s experiences and direct our attention to areas in which we can improve our service quality.  As such, I have forwarded a copy of your complaint, as well as my response, to the Store Manager to address your concerns further.    [redacted], while I am unable to reimburse you for merchandise that was not purchased at Macy's, as a gesture of our goodwill, I have enclosed $25.00 in Macy's Money that can be used towards a future purchase at any of our Macy's stores.  Thank you for bringing this matter to our attention and giving me the opportunity to respond. We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely,     Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed February 9, 2017   cc:  [redacted], Revdex.com        Store Manager, [redacted]

[redacted]:We received a second rebuttal (third inquiry) from [redacted] Thankur today.  We will not be responding to this inquiry, as we have already stated we will not be removing the delinquency because a payment was still due on the valid balance.  We have explained this in great detail, the customer just does not agree with the decision.Thank you,Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [redacted]

May 31, 2016  [redacted]Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in [redacted] Dear [redacted]:We are in receipt of your complaint filed with the Revdex.com...

and forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation may have caused.  I would have liked to speak with you personally about this matter, but my attempts to reach you were unsuccessful.  My review confirmed that the return credit of $212.75 for your macys.com order was applied to your Macy’s [redacted] account on April 24, 2016.  This was shown on your billing statement for the period ending May 20, 2016.  [redacted], we appreciate this opportunity to respond.  If you have a question concerning another matter, feel free to call me at the telephone number noted below.Sincerely, Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

March 28, 2017   [redacted], [redacted]   Re:  [redacted] – Case #[redacted]        Revdex.com Complaint ID #[redacted]...

       Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   I am in receipt of the complaints you filed with the [redacted] and the Revdex.com which were 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 or frustration this matter may have caused you.   My research confirms that a purchase in the amount of $86.74 was charged to your account referenced above on December 23, 2016.  On January 22, 2017, you called our Customer Service department to dispute this purchase amount.  The representative you spoke with attempted to contact the merchant, [redacted]store, during your telephone call. Unfortunately, we were unable to reach an immediate resolution and the dispute was forwarded to the appropriate department.    On March 7, 2017, we received your receipt showing a credit for this purchase to support your dispute claim.  On March 13, 2017, the Billing Adjustments department reviewed your dispute; however, upon a second evaluation, we have deemed this as a valid dispute and credited your account in the amount of $86.74.  On March 23, 2017, we received a payment in the amount of $1,497.96.  As of the date of this letter, your account has a credit balance of $61.01, which can be used toward a future purchase.  If you prefer a credit refund check, please contact our Customer Service department at ###-###-#### and a representative will be happy to assist you.     [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 Moore Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted]       [redacted], Revdex.com       Manager, Billing Adjustments Department

August 3, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy's [redacted] account ending in [redacted]   Dear [redacted]:    I am in...

receipt of your complaint filed with the Revdex.com and forwarded to Macy's Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  I apologize for any inconvenience you may have experienced in regards to the above noted account.  I had hoped to speak with you personally regarding this matter; however, I was unable to reach you by phone.  I was able to leave you a message on July 31, 2017.   Our records indicate that you called us on March 25, 2017, to advise us that a payment was missing from your account.  Our representative advised you to send in a copy of the cancelled check for further investigation.  On April 22, 2017, a payment dispute was opened for the $35.43 missing payment when we received your letter and copy of your Macy’s [redacted] statement.  On April 25, 2017, we sent you a letter advising proof of payment was required which could either be a copy of the front and back of the cancelled check, or, a copy of the bank statement showing the funds withdrawn from your account.  To date, we have not received the required proof of payment.  Should you have proof of payment, you may email or fax this information to my attention at [redacted], or at ###-###-####.   On July 9, 2017, we received your $174.78 payment, and in accordance to the terms of the DSNB Credit Card Agreement, the account was charged a $2.32 interest charge.  As a courtesy to you, on July 31, 2017, I removed the remaining $2.32 interest resulting in a zero ($0.00) balance on the account.   Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely, Janice D. 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. While I agree with what they told me in the email that I can seek help from the third party where I bought the gift cards, I can not accept their poor hot line customer services and the lady's attitude towards this issue. If they could not solve this, why would she let me email them the receipt and card and why she said she did not receive it. It's ridiculous that Macy's customer service is this way.
Regards,
[redacted]

Good Morning [redacted], We are in receipt of Claim #[redacted] regarding the consumer's request to reverse the credit card...

after the cancelation of an order.  A credit card reversal request can only be reviewed under unusual circumstances and if no charges have been applied to an order.  Due to the consumer opening a credit card to make the purchase, although the order was canceled, the reversal request was denied. The consumer has since made another furniture purchase using the card.  At this time, a credit card reversal request will only be reviewed if the order is canceled and no charges have been applied to the account. Regrettably, we are unable to guarantee a reversal will be approved after review. If the consumer has any questions or concerns regarding this matter, he will need to contact our Credit Executive Office by calling ###-###-####. Thanks, Macy's Executive Office   Angela L. Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: Phone: ###-###-#### Fax: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
First of all, closing the account was a mistake.  Not due to fraudulent activity.  The managers and customer service reps all admitted that and it is in the notes.  Also, I am not confident that the issues reported to the credit bureau will indeed be deleted from my record.  I look forward to confirmation of that ACTUALLY happening.Finally, I will go over my documents, time spent attempting to resolve this matter, and any costs associated with Macy's negligence and send you a detailed breakdown of what I believe compensation should look like.  If I am not compensated for the time spent and my expenses and damages, I will be taking Macy's to small claims court.Please provide a contact and address of who that should be addressed to.  For example, the law offices of Macy's.  
Regards,
[redacted]

[redacted]   [redacted]   September 9, 2016     [redacted]   Re: Macy's [redacted] Account Ending in [redacted]     Complaint ID: [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 in a timely manner.  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 totaling $100.00, and the resulting late fees and interest charges totaling $282.52, have been removed from your account.  Your account now has a zero ($0.00) balance.  We have cleared our internal records of any delinquency associated with this issue and have instructed the credit reporting agencies to update their records and delete any history of delinquency from the time period of October 2015 to the present.  Please allow the agencies thirty (30) days to make the necessary corrections to update their files.  Our instructions to the credit reporting agencies are transmitted electronically; therefore, we are not able to provide you with a copy of our instructions, as you requested.  This letter will serve as confirmation of this request.   [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,       Nancy M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted]     The Revdex.com [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.

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 think that it is ridiculous and I do not accept this. This is what I was told on the phone. However, somehow they were able to process other payments with the exact same information. I informed them that their website had been having errors and they continued to place the blame. I do not at all feel this complaint is resolved. I will not ever open another credit card with Macy's. 
Regards,
[redacted]

July 26, 2016[redacted]
[redacted]
[redacted]Re: Macy's [redacted] Account Ending in [redacted]    Complaint ID [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to us by the Revdex.com.  As a liaison in Macy's Executive Office, I was asked to review and respond to your further concerns on behalf of Department Stores National Bank.Please accept my personal apology for any additional inconvenience you may have experienced regarding the above-referenced account and for the length of time taken to resolve this matter.  Your account was previously registered for online billing alerts only; however, we determined you were not receiving billing alerts.  Therefore, in mid-May 2016, I updated your account to receive paper billing.  The original paper billing statement shows your full Macy's [redacted] account number.  Unfortunately, as of July 12, 2016, you explained that you still had not received  a paper billing statement.  I understand you have been unable to make a payment because you do not have the full account number or a billing statement.  Therefore, I am sending a copy of your June and July 2016 billing statements under separate cover.You may send your check payment along with the bottom portion of your statement to the payment address shown on the payment slip.  Please note, late fees and interest charged in June and July 2016 have been removed.  As of the date of this correspondence, the current balance on the account is $4,980.15 with a $115.61 minimum payment due by August 1, 2016.  We have cleared our internal records of any delinquency associated with this issue and have instructed the credit reporting agencies update their records and delete any history of delinquency from the time period of June and July 2016.  Please allow the agencies thirty (30) business days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.  As I explained in my previous correspondence, dated May 16, 2016, that we also instructed the credit reporting agencies to update their records and remove any history of delinquency on this account from August 2015 to May 2016.  We have no record of your account being sent to an attorney.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.  Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    The Revdex.com

Dear [redacted]: We are in receipt of Revdex.com Complaint Rebuttal #[redacted] for [redacted]. I've left messages and multiple emails requesting contact if the customer is still not satisfied.Our policy remains regarding Authorization Holds and Consumer Protection. Her experience was not different...

for anyone else under the same circumstances. I've advised her what happened, in writing. She has my direct contact information.Based on the above we consider this issue resolved. Michele S.Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

[redacted],
 
We
are in receipt of complaint id# [redacted]egarding the customer's
purchase.  We have spoken with the
customer and explained our pricing policy. As a one-time accommodation, we have
adjusted the customer's order accordingly. At this time, Macy's will...

consider
this matter closed.
 
Thanks,
 
Macy's Executive Office

February 19, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth St.Suite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
Ms. Geers: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all...

matters as expressed in the complaint. Based on
this, we consider the matter closed. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [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 still didn't receive any phone calls from the macys liaisons. I have reviewed all of my calls from November and December and there are no calls or voicemails from macys. I did receive some credits for the charges in dispute but I can't confirm that they are paid in full due to my inability to login to my account. When I count on accessing my account details online and I haven't been able to do so since august, it makes it hard to monitor all activity. I'd like to get a list of all charges and credits since august and that would help me make sure that this issue has been resolved. The first thing that a company should do when issues like this come up is send updates weekly including account activity - in my opinion that is good customer service.  I haven't received anything that could help me keep track of the progress of my issue. The next mistake made by macys was refusing to put a security feature on their cards that includes calling customers when a charge is posted that seems suspicious, I asked for this service and was told macys doesn't offer it. It isn't a mistake that I haven't purchased anything at macys for months. The relationship is probably irreparable. I need to be able to access my account and it still doesn't work. The phone number I was given results in an hour or more of trouble shooting that doesn't fix anything and just makes me frustrated. 
Regards,
[redacted]

October 25, 2017[redacted]Dear [redacted]:  I am writing in regards to customer complaint ID[redacted]. I spoke to the customer and advised she has received all credits due. She will be receiving a credit of $27.00 in check form for the overpayment made to her account. This was caused by the credits for the original delivery fee of $192.00 and the return fee she was charged in the amount of $192.18. Both issued the credit with tax on 10-10-17. I advised her she would see the credits on her November statement.Macy's finds this matter closed. Sincerely,Macy's Executive Office###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   Good Afternoon, Below please find my responses to the above response provided by Macy's: 1)"Further research confirms that the Collections Department made attempts to contact you regarding your past due account with calls beginning on October 11, 2016.Specifically, our notes show that you received a call on December 12 2016, and during that call you made a payment to your account. "- In regards to the above comment, the phone call on 12/12/16 and subsequent payment in full made to Macy's over the phone was prompted by MYSELF contacting the customer service number. I did so after a visit into the Palm Beach Gardens location, where a sales attendant on the second floor in the home/bedding section informed me something was wrong with my card, and to contact customer service for further details.  In regards to the previous attempts to contact me, I never had received such calls, or voicemails. If they feel they have contacted me, then please provide me with a recording of such conversation. Additionally, and as mentioned before, the customer service representative who took my payment removed all late fees/penalties based on my good standing history of over 10 years with Macys. Additionally, and as mentioned before, when I asked if this had affected my credit, they stated this should not affect my credit based on my good standing history, and advised me to contact another department the following day to follow up. This conversation should also be recorded. As mentioned to the person who originally contacted me from Macy's, it was my understanding they have had my updated email for some period of time. The "[redacted]" was not used due to fraud/spam. If they are able to see that the email was successfully delivered, they should also be able to see if it was successfully opened by recipient.  In which case, they would see none of the emails sent were opened by myself.2) "I understand that you are attempting to improve your credit history, however; it is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error."This a response taken directly from communication I sent to Macy's corporate, prior to filing a complaint with the Revdex.com. My comment was that I was trying to MAINTAINmy good credit standing. Trying to distort what was originally stated, and defame my character in such a manner for purposes of this report is unethical on the part of Macy's. Thank you for your time.
Regards,
[redacted]

[redacted]   [redacted]
  May 23, 2017     [redacted]  [redacted]   Re:    Revdex.com Complaint ID #[redacted]          Macy’s store account ending...

in [redacted] (closed)   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 (DSNB).  We regret any frustration that may have been caused regarding the late fees charged to your above referenced Macy's account.   According to the terms of 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.    My research found that all monthly statements were mailed to you at the address you provided as your billing address.  There is no record of returned mail, which suggests that you received the monthly billing statements for this account.    Our records show that your billing statement for the period ending December 25, 2016, had a $78.78 balance with a $27.00 minimum payment due by January 21, 2017.  When no payment was received by this date, a $27.00 late fee was charged.  Your billing statement for the period ending January 25, 2017, had a $105.78 balance with a $56.00 minimum payment due by February 21, 2017.    On February 2, 2017, an associate assisted you in creating a profile on macys.com. You did not have your account number; therefore, a new card was sent at your request and the associate advised that you would need to add it to your account online to set up auto payments.  We received your $56.00 phone payment on February 6, 2017. As a courtesy to you, a credit for a $27.00 late fee was posted to your account during your telephone conversation with a representative.    When we did not receive payments on your account for your March 21, 2017, and April 21, 2017, billing cycles, late fees and interest charges were applied to your account.  On May 12, 2017, we received your payment of $90.56 and the account was closed, at your request, while speaking with an associate.  The fees were properly charged; therefore, I must decline your request to remove any additional late fees.  As of the date of this letter, your Macy's account has a zero ($0.00) balance.  Enclosed are copies of your statements for period ending December 25, 2016, through April 24, 2017, for your review.   With regard to your concern about the use of overseas representatives, on a limited basis, we rely on outside sources, which may have overseas operations for call center support.  These vendors help us deliver a high level of efficient, telephone based, service for our customers.  We regret that you had difficulty communicating with the associates you spoke with.  If you experience communication issues in the future, you can request to be transferred to an agent in the United States.      Please be assured that Macy’s does not participate in dishonest or deceptive business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with all applicable laws.    [redacted], we are sorry for disappointing you in this matter, but we must adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  If I may be of additional assistance, please do not hesitate to contact me.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed May 23, 2017   cc:   [redacted], Revdex.com