Macy's

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. Hello, I apologize for now responding timely, I read  that my case said do nothing, I didn't realize a response from me was needed 
Regards,
[redacted]

October 31, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s store 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.   I was disappointed to read about your experience with the customer service representative.  As a company committed to outstanding service, I assure you that we do not condone or tolerate this type of behavior.  I have escalated your concerns to the appropriate parties so that they may address this matter directly.    According to the Department Stores National Bank Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the payment due date.  The fee will be $27.00; or $37.00 for any additional past due payments during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.  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, and can avoid late fees by paying at least the minimum amount due by your monthly due date.    The billing statement for the period ending August 8, 2016, had a $468.50 balance with a $27.00 minimum payment due by September 4, 2016.  When no payment was received by this date, you were charged a late fee of $27.00, which, along with new purchases and interest, brought your unpaid balance to $589.94 with a minimum amount due of $70.42.  On September 11, 2016, and October 1, 2016, we received payments of $30.00 each; however, this did not satisfy the minimum amount due of $70.42 so another late fee of $37.00 was charged on October 4, 2016.  I have enclosed your billing statements for the time period of May 2016 through October 2016, for your review.  As of the date of this letter, your account is past due with an unpaid balance of $573.72 and a minimum payment of $64.60 due by November 4, 2016.        Regrettably, I must decline your request for a billing adjustment credit as my review of this matter found that all interest and late fees were correctly charged to your account in accordance with the Credit Card Agreement.    [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter.  Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed October 31, 2016   cc: [redacted], Revdex.com       Manager, Credit Customer Service

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 am not satisfied with the responses given as the credit card states that I selected to go to Auto bill pay and this information is not true. I did however make a payment online and I looked for the indication of electronic bill pay as this has happened to me once before. However, I did not see any indication of electronic bill pay associated with online payment. As stated before, I would NEVER choose online statements as I get too many emails and things get lost in my inbox. I rely on the reminder of the bill as I am a veteran of the Iraq Freedom war and have sustained. I also stated that I was willing to pay what was owed, however, the company all owed this to go 6 months without a phone call or a mailing which resulted in an extra $300 in late fees as well as putting negative marks on my credit. As soon as I received a call from the collection agency I called and asked "what have they done to reach me?" he replied "You will have to call them and ask" which is exactly what I had done. When I called the company I was treated like a dead beat and a criminal which I did not appreciate and I was hung up on by several of their customer service representatives after being yelled at and scolded. That is deplorable behavior of a customer service representative. Furthermore, I have been given the run around and I am a veteran with PTSD so this situation has aggravated that even more. I have selflessly served my country and was discharged honorably after my service contract ended. I am an upstanding citizen and I have a fulltime federal position in the government as well as undertaking the stress of a Masters program. This is the only reason that sometimes my payments are a little late, but when I say a little, I am talking a few days, NOT 6 months! The fact that the company had hidden features in their online pay website that signed me up for electronic statements is NOT my fault, nor was I aware that that had occurred, therefore, there was nothing I could do to correct that! The fact that they were negligent in collecting the debt prior to ruining my credit, occurring $300 in late fees, and going to a collection agency is also NOT my problem! The fact that I contacted them ASAP after finding out there was a problem showed my willingness to correct the problem! However, the unprofessionalism their service reps displayed was deplorable! Not only are they not getting a dime from me if they are not willing to work with me, but I will NEVER spend another dime in their stores and bad reps travel faster than good reps do. As stated above, this has happened to me one other time and the company was willing to work with me as they understood how these things could happen. Their lack of compassion and lack of the willingness to work with me on something that was their fault more than mine shows the kind of company they are. I have even gone out of my way and raised my blood pressure trying to work with them and contact them and they aren't having it. They would rather hurt our veterans and lose the business than make things right! And that is NOT ok with me!Due to their lack of customer service, their lack of communication, ant the fact they want to hurt me for their failures to hold up their end of the bargain, I am standing my ground!! The are losing the money and the business! 
Regards,
[redacted] Seriously [redacted]-Off Former Customer

October 10, 2016  [redacted] Re:  Revdex.com Complaint ID #[redacted]       Macy’s store 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. 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.  My review of this matter found that all interest was correctly charged in accordance with the Credit Card Agreement.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.   Applying this billing policy to your account, the $2.00 interest charge that appeared on the billing statement for the period ending September 4, 2016, included interest for the funds loaned to you between the last bill date of August 5, 2016, and the date (August 30, 2016) that the $4.52 return credit was applied to your account.  As a courtesy to you, the $2.00 interest charge was removed on October 5, 2016.  Due to a revolving balance between September 4, 2016, and October 6, 2016, another $2.00 minimum interest was charged and has been removed.  The account has a zero ($0.00) balance as of October 7, 2016.  [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,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

April 08, 2016
[redacted]
re: Revdex.com
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. Unfortunately, I was unable to reach you at the telephone
number provided.
Please
accept my sincere apology for any inconvenience you experienced as a result of
the cancellation of your order # [redacted]. Certainly, you should have the
shirts at the original price of your order and no fees for shipping. If you
wish to order and provide the order number to me for price adjustment, that
will be fine. You may contact at the phone number listed below to place the
order, if you want to. Please be aware I am unsure of my schedule for next
week.
[redacted]
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. 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

September 10, 2015
[redacted]
[redacted]
[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 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. 
We sincerely regret any frustration you may have experienced related to
the reporting of your Macy’s account to the credit reporting agencies. 
My review confirmed that your
Macy’s account was opened on July 10, 2014, and that you registered on macys.com
to receive electronic billing and stop paper statements on August 19, 2014.  I verified that notifications are being sent
to the email address we have on file of [redacted], and we have
no record of our e-mails being returned as undeliverable.  Your Macy’s account is presently coded for
online billing statements only. 
Our records show that
your billing statement for the period ending May 11, 2015, had a balance of $44.50,
with a $25.00 minimum payment due by June 11, 2015.  When no payment was received by that date,
your account was charged a $25.00 late fee and a $2.00 interest charge, for a
new balance of $71.50. Subsequently,
when no payment was received for the billing period ending July 11, 2015, a
$35.00 late fee and $2.00 interest charge were applied, for a balance of $108.50.  At that time, your account was reported as
one month past due to the credit bureaus, and in accordance with our policy, a
paper statement was also mailed to you. 
I am enclosing copies of your billing statements for the periods ending June
11, 2015 and July 11, 2015, for your review. In the interest of customer service, on July
18, 2015, we removed a late fee of $35.00, and on September 9, 2015, we removed
an interest charge of $2.00, leaving your account with a zero balance. 
Respectfully, we are unable
to remove the delinquency, associated with this matter, from your credit report.  While I understand that this is not the
resolution you are seeking, it is not our policy to remove any delinquency
unless it occurred as a result of our billing error.  However, on August 4, 2015, we instructed the
credit bureaus to code your account as “customer disputes reporting”.  We are required to maintain and adhere to
specific policies and procedures so our customers nationwide receive fair and
consistent treatment.  If you have any additional
questions, feel free to contact me at the telephone number listed below. 
Sincerely,
Michael
J.
Macy's
Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:  [redacted],
Revdex.com  
The Macy's card is issued by
Department Stores National Bank.

[redacted]   [redacted]
November 23, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
     Bloomingdale's account ending in [redacted]
Dear
[redacted]...

[redacted]: 
I am
in receipt of your complaint forwarded to Bloomingdale’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 apologize for any inconvenience you may have
experienced.
Upon
reviewing the information you provided, our Payment Research Team was able to
locate the money order you sent and apply it to your account as received on
October 24, 2015.  Please note that when
submitting future payments to include your name and the last four digits of the
account number to facilitate the payment posting to your account in a timely
manner.  Your account was also credited
for late fees totaling $54.00 as a result of this issue.  I confirmed that no delinquency was reported
on your account for this issue.  As of
the date of this letter, your account balance is $367.77. 
[redacted]
[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 at the telephone
number listed below.
Sincerely,
Janice D.
Bloomingdale's Executive
Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

[redacted]   [redacted]     June 22, 2017     [redacted]   Re:  Revdex.com Complaint ID #[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.  Thank you for the courtesy extended during our telephone conversation on June 14, 2017.  This letter is to confirm our discussion.   Please accept my personal apology for the level of customer service you described receiving from Juan, as it is not indicative of the quality customer service we strive to provide.  Macy’s expects each facet of its operations to meet exceedingly high levels of service.  Your feedback is important as it allows us an opportunity to learn of areas in which we can improve our service quality.  Therefore, I want to thank you for taking the time to let us know of your experience.    I was happy to learn that our associate Josephine was able to accommodate your request and honor the $75.00 Macy’s Money as a discount to your order on June 11, 2017.  In addition, while speaking with me, you indicated that you were satisfied with the resolution and considered this issue closed.    [redacted], your continued business is important to us and I hope you will continue to choose Macy’s for all your future shopping needs.  If you should have any further comments or concerns, do not hesitate to call me at the telephone number noted below, as I would welcome the opportunity to speak with you.   Sincerely,  Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

June 02, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com
Complaint # [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your Revdex.com complaint.  As a representative of...

Macy's Executive
Office, I was asked to review and respond to your concerns. 
 
Upon
receipt of your concerns, I performed a thorough review of our records as they
pertain to gift card numbers [redacted], [redacted], and
[redacted].  It has been determined
that the gift cards you purchased from [redacted] were reported to Macy's as
having unauthorized purchases.  Without
an original proof of purchase for each gift card that was purchased, we are
unable to release the security hold that has been imposed on the cards.  For further information and/or resolution, we
suggest that you contact [redacted]. 
 
Thank
you for bringing this matter to our attention and allowing me the opportunity
to respond.  If I may be of further
assistance, please feel free to contact me at the telephone number listed
below.
 
Sincerely,
 
 
 
[redacted]
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 find that this resolution is satisfactory to me. The superior that I spoke with was completely understanding of the situation and said that this was an opportunity for a training session with employees from the company to teach them about when this situation comes up again. Excellent conversation with the resolution person that I spoke with. I was very pleased with their response. Thank you very much.
Regards,
[redacted]

[redacted]   [redacted]    September 19, 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:  September 15, 2016 Complaint Summary:  The customer states she is on auto pay and the payment has been deducted twice. She says it has not been resolved and doesn't want to provide her routing and checking account number again, but wants the money refunded to her account immediately. Resolution:  I have researched [redacted] account and have found the payment was processed on August 22, 2016 and August 26, 2016. I called out to the customer on September 13, 2016 and left a message with my telephone number and extension, for further assistance.  When I did not receive a call back, I sent an email in attempts to reach [redacted]. I again provided my telephone number and extension.  On September 15, 2016,  I returned [redacted] call and advised her that I was calling to verify her checking account and routing number, for a refund. She requested that I leave the payment on the account as she is trying to pay off her current balance. She then requested assistance with getting access to her online profile; and I transferred her to our Technical Support Department for further assistance.    Tyeisha B.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 find that this resolution is satisfactory to me.  Suggest Macy's review their customer service procedure for better handling of any future mishaps.
Regards,
[redacted]

May 15, 2017[redacted]Re: Revdex.com Complaint ID #[redacted] Macy’s Reservation #[redacted]Dear [redacted]:Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response. As I am familiar with your concerns, and on behalf of Department Stores National Bank, I was asked to further address this issue. After further research of the items you ordered it appears that due to the multiple shipments, and one item being on back order, the system accidentally processed two preauthorization holds on March 3, 2017. Please accept my apologies for this system error. I am happy to learn that your bank has confirmed all authorization holds by Macy’s have been released, and that you were never charged $57.25 for the portion of your order that was cancelled. [redacted], thank you for allowing me the opportunity to further clarify this situation for you. Please contact me at the number below if you need assistance on another topic. Sincerely,Alison G.Macy’s Executive Office###-###-#### Extension 73376cc: [redacted], Revdex.com

January 3, 2018   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted] (open)...

        Macy’s store account ending in [redacted] (closed)   On behalf of Department Stores National Bank:   Contact Date With Customer:  December 29, 2017                                      ...⇄   Complaint Summary:  [redacted] claims that Macy’s closed his twelve (12) year Macy’s account without his consent.  He also informed us that his credit history began with this account, and that he has spent almost eight (8) hours on the phone in the last three weeks trying to resolve this issue.  [redacted] stated that he was misguided by some representatives who advised him that his issue was resolved, and others said that they were still working on it and once it’s resolved they will contact him.  [redacted] was disappointed that he had not heard back from our Credit Department, and is requesting that we reopen his account so he can retain his credit reporting history. Resolution:  I called [redacted] to inform him that his Macy's [redacted] is open, and that the 12.5 year credit history has been forwarded to this account from his original Macy's store account.  I explained to [redacted] that on November 14, 2017, his account was upgraded to an [redacted], and it can be used both at Macy’s and outside of Macy's if he would like.  I apologized that we are unable to reopen just the Macy's store account after the upgrade process was completed.  [redacted] requested a new Macy’s [redacted] card since he explained he shredded his card.  I sent him a new card, and advised that it will arrive in seven (7) to ten (10) business days.  [redacted] was satisfied with the resolution.     Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

October 14, 2015
[redacted]
c/o [redacted]
[redacted]
[redacted]
Re:  RevDex.com ID #[redacted]
       Macy’s store account ending in [redacted], Macy's
[redacted] account ending in [redacted]
Dear [redacted]: 
I am in receipt of your most
recent inquiry filed with the Revdex.com.  As I am familiar with this situation, I was
asked to review and respond on behalf of Department Stores National Bank.  I hoped to speak with you personally, but my
attempts to reach you were unsuccessful. 
However, I left a message for you on September 25, 2015, and look
forward to speaking with you. 
I was disappointed to read that you have still
not received the billing for your son’s Macy’s [redacted] and Macy’s
store accounts showing the return credits. 
Enclosed are copies of each billing statement showing the $50.75 adjustment
on his Macy’s store account ending in [redacted], and the $42.90 adjustment on his
Macy’s [redacted] account ending in [redacted]. 
As we have mentioned before, [redacted]
[redacted] has a Macy’s [redacted] credit card, and only one credit card is used
to make purchases both inside and outside of Macy’s.  Therefore, only one Macy’s [redacted]
credit card was mailed for [redacted], the sole account holder. 
[redacted], do not hesitate to
contact me if I may be of assistance in the future. 
Sincerely,
Ms. Randi P.
Macy’s Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:  [redacted],
Revdex.com

Dear [redacted],We are in receipt of Revdex.com Complaint ID [redacted].  We have resolved all matters as expressed in the complaints. Based on this, we consider this matter closed satisfactorily.Thank you.

September 21, 2017 [redacted] Re: Revdex.com Compliant ID [redacted] Dear [redacted]:  I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to his satisfaction. Based...

on this information, Macy's considers this matter closed and resolved. Sincerely, cc; [redacted]  Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8220   Mason, OH 45040Office: ###-###-####

[redacted]   [redacted]
October 6, 2015
[redacted]
[redacted]
[redacted], **  [redacted]
Re: RevDex.com Complaint ID [redacted]
       Macy’s account ending in [redacted]
On behalf of Department Stores National Bank:   
Contact Date
With Customer:  September 30, 2015, via telephone.
Complaint
Summary:  Customer unable to access account online.
Resolution:  I called
customer and told her that I processed adjustments as promised ($4.00 in
interest charges and a $37.44 late charge) that she will see on next
statement.  I called Macy’s technical
assistance department and arranged for a member of their management team to
call [redacted] personally to assist her with accessing account online.  I apologized to customer for ongoing issue.
Carrie W.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

August 01, 2016[redacted]
Re: Macy's Account Ending in [redacted]    Complaint [redacted]Dear [redacted]:  I am in receipt of your correspondence 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 apologize for any inconvenience you may have experienced as a result of telephone calls to you.  Per your request, I have noted your account to indicate the only telephone number and address to be used when contacting you are ###-###-#### and [redacted].If you need further assistance, please contact me at the number below.  Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted]     The Revdex.comThis is an attempt to collect a debt and any information obtained will be used for that purpose.

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] I only owe 350