Macy's

January 16, 2018     [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of your additional correspondence with the Revdex.com, which was forwarded to Macy’s Executive Office.  Since I am familiar with your account, I was asked to review and respond to your continued concerns on behalf of Department Stores National Bank.  I received your phone message, but was not available to contact you during the limited time frames provided.       I apologize for any confusion regarding my previous response.  Your original letter, dated December 11, 2017, had asserted that you had contacted Macy’s to file a fraud claim prior to that date, and that we were not compliant with your request.  We did not receive any communication from you in regards to a fraud claim on this account prior to that date. We have received your paperwork, and a fraud investigation was opened up on your account on December 21, 2017.    When your inquiry was received it was promptly escalated for review by our Fraud Investigation department.  Your claim of unauthorized activity has been thoroughly investigated.  Based on the information provided to multiple departments of Macy’s Credit, as well as the information in the account history and notes, your account was not deemed as fraud, and will not be removed from your credit report.  The balance on your account as of the date of this letter is $1,401.15.    [redacted], we consider this matter closed.  Please contact me at the telephone number listed below if I may be of assistance with another topic.   Sincerely,   Kristi C[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Revdex.com:Thank you for taking the time to assist me with this matter. I hope Macy’s restructures their priorities with consumer relations moving forward. As businesses grow they tend to forget about the little things and oversee their passionate customers like myself. As this appears to be resolved I do not see myself returning anytime soon. The gentleman at the store emberrassed me and made a mockery of my efforts that day. He was “the manager” and I had nobody to result to and it took almost two months for someone to listen.
I have reviewed the response made by the business in reference to complaint ID 12678346, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

P.O. Box 8220 Mason, OH 45040       January 5, 2018     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Store Experience   Dear [redacted]...

[redacted]:    I am in receipt of your complaint filed with the Revdex.com.  As a liaison in Macy’s Executive Office, I was asked to review and respond to your concerns.   Please accept my personal apology for the customer service issues you describe in your letter, as it is not typical of the level of quality service that we strive to provide.  Macy’s goal is to have professional and knowledgeable sales associates available within every department, so that all of our customers’ questions and needs are addressed and resolved efficiently.  It appears that we may have fallen short of this goal.  Accordingly, I shared your comments with the Vice President Store Manager so she could follow up with the appropriate action. Please note that due to privacy and employment laws, we are unable to provide more details about any action that may be taken.   I was happy to learn that on December 28, 2017, Vice President Store Manager, Kerri M. had spoken to you to apologize and address your concerns.  In addition, she indicated she would be sending a letter and gift card to you directly.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  I know that you have a choice of where to shop and we are sorry this situation may have jeopardized our business relationship. I hope you will view this as an isolated incident and will allow us the opportunity to exceed your expectations in the future. Please feel free to contact me at the telephone number noted below if I can be of further assistance.   Sincerely,   Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        Vice President Store Manager, Macy's [redacted]

[redacted]   [redacted]
December 30, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Bloomingdale's account ending in...

[redacted]
Dear
[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 (DSNB).  I apologize for any inconvenience you may
have experienced.  Thank you for the
courtesy you extended to me during our telephone conversation on December 7,
2015. 
Our
records indicate that the email address [email protected] was provided at the
time of the account application to receive billing notifications and is the email
address we had on file for the account.  I
confirmed that the billing notifications were sent to this email address and
were successfully delivered, however, our research also shows that no action
was taken on the notifications we sent.  We
have no record of any other email address modification to your credit profile
before December 7, 2015. 
During
our conversation on December 7, 2015, I updated the email address on your
account to [email protected], all future billing statement notifications
will be sent to the new email address.  Please
ensure that you have also updated your email address in your macys.com profile
and on our credit servicing portal at Citibank.
Our
records indicate that your billing statement for the period ending July 4, 2015,
had an $881.88 balance with a $29.00 minimum payment due by August 4,
2015.  When no payment was received by
this date, your account was past due and charged a $25.00 late fee and $18.14
interest in accordance with the terms of DSNB Credit Card Agreement.  This resulted in a new balance of $925.02
with an $85.00 minimum payment due by September 4, 2015.  When no payments were received, your account
continued to be charged late fees and interest, and was reported as thirty (30)
days past due to the credit reporting agencies. 
We received your payment of $1,100.49 on December 8, 2015, which brought
your account to a current status.  On
that same date, a credit for a $38.00 late fee was applied to your account as a
courtesy to you during your telephone conversation with a representative. 
Although
all fees were properly charged, as a gesture of goodwill, on December 21, 2015,
I credited two additional late fees of $38.00 each for a total of $76.00.  As of the date of this letter, your account
has a $54.01 credit balance which can be applied against future purchases on
the account.  Should you wish to have a
Credit Balance Refund check issued and mailed to you, please call the number on
your monthly billing statement or on the back of your Bloomingdale’s card.
[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,
Janice D.
Bloomingdale's Executive
Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]  We are not actually rejecting the offer but as far as the wording was noted we want to make sure the account is at zero in a way it looked as though we would still owe the $25.00 if we owe zero and all the other things are done we are very happy with the offer thanks so much

Dear [redacted]: We have received Complaint ID [redacted] for [redacted]. We have apologized for the condition the item arrived in and for the lack of Gift Wrapping. A new shipment of the merchandise has since been resent. Further, she was refunded her gift wrapping fee that was charged....

She has also been sent a $10 Gift Card for the inconvenience.[redacted] confirms receipt of the new merchandise with out defect.Based on this we consider this issue resolved. Michele S. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

I wanted to let you know that Macy's credited $27.00 back to my account but they haven't fully resolved the problem yet.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
Regards,
[redacted]

Dear [redacted]: We have received Complaint ID [redacted] for [redacted]. [redacted] states she felt discriminated against for being Hispanic. Two of [redacted]'s orders were cancelled by our Consumer Protection Department during a screening process. Our Consumer Protection...

Department attempted to verify billing information with [redacted], therefore, when they were unable to reach her, the order was cancelled. We apologize [redacted] felt our verification policy discriminated against her personally. This is not the case. Macy's is a company that stands for diversity and inclusion. We have no tolerance for discrimination in any form. We welcome all customers, and respect for the dignity of all people is a cornerstone of our culture. We have since sent [redacted] a gift card in the amount of $40, equivalent to the Macy's Money her replaced order was eligible for. Based on this, we consider this issue resolved. Michele S. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

April 7, 2017     [redacted]  [redacted]   Re: Revdex.com complaint #[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.  Please accept my apology for any frustration this matter may have caused.   Our records indicate you were sent both paper and electronic bills for December 2016, through February 2017.  These statements were sent to the mailing address of [redacted], [redacted] and email address of [redacted] you provided for statement delivery.  Upon further research we were able to confirm your electronic bills were delivered to the email address on file and opened on December 28, 2016, January 15, 2017, and February 22, 2017.  Our records indicate that we had no return mail on the account.      I have reviewed your account and found that your December 22, 2016, billing statement closed with a minimum payment of $27.00 due by January 18, 2017.  When your payment was not received by the due date, a late fee of $27.00 was added to your account in accordance with the terms of your cardholder agreement.  Your next billing statement including your new charges from December 29, 2016, and January 7, 2017, closed on January 22, 2017, with a minimum payment of $57.00 due by February 18, 2017.  When this payment was not received by the due date an additional $37.00 late fee and $5.28 in interest were added to your account.  At this time your account was reported to the credit bureaus as delinquent for the month of February 2017.  Your payment in the amount of $270.73 was received on February 19, 2017, and applied to your account on this date.  I have included copies of these bills for your reference   As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the customer.  It is our policy not to remove any delinquency from your credit report unless it occurred as a result of a billing error.  My research confirmed that a billing error did not occur on your account and the information we reported is accurate.   Although we are unable to remove the delinquency from your credit report, I am happy to let you know we removed $42.46 in late fees and interest charges, which brings your account balance to a credit balance of -$0.18 as of the date of this letter.      [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,     Kristi C. Macy’s Executive Offices ###-###-#### Extension [redacted]   Enclosures /mailed April 7, 2017   cc: [redacted], Revdex.com

P.O. Box 8220 Mason. OH 45040June 20, 207[redacted] RE: Macy's Account Ending in [redacted]Revdex.com Complaint ID [redacted]Dear [redacted]:I am in receipt of your additional comments 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 sincere apology for any inconvenience you may have experienced while trying to resolve this issue. As a company committed to outstanding customer service, Macy's goal is to have professional and courteous representatives available within every department so that all of our customers may have a positive and rewarding experience. Although it is disheartening to hear that we did not meet your expectations. your feedback is valuable to us, as it directs our attention to areas in which we can improve our service quality.Our records indicate that we have previously addressed your concerns in Ms. Nancy M.'s letters dated December 13. 2016, and December 21, 2016 (enclosed). Please know that our position has not changed. If you have additional information, we will be happy to review and respond regarding this matter. We have coded your account to cease collection efforts.Your account has been assigned to Client Services, Inc. for the outstanding balance of$614.76. Please contact Client Services, Inc. at ###-###-#### to establish payment arrangements.Singerely.Cory E.Macy's Executive Office ###-###-#### Extension [redacted]cc: [redacted]The Revdex.comcc: Client Services. Inc.Enclosures:

February 02, 2018[redacted]Dear [redacted]:I am writing in regards to the Revdex.com complaint ID# [redacted]. We do apologize for the inconvenience this has caused.I confirmed with credit that the account has been re-opened to cover the purchased furniture. I do apologize, because this is not your account I am unable to discuss the details. You can give my contact information to your daughter, Melissa and I will be happy to assist her with the account.I have been watching the sales check in question to make sure the authorization does not change before the delivery is completed on 2-10-18. As of today it is still authorized.I am truly sorry I am unable to accommodate your request to honor a full refund for the final piece being delivered on 2-10-18. Although, I did request discounts off each sales check giving your daughter a credit of $ 429.83 tax included for the inconvenience this has caused. Please allow up to 5 business days for the credit to post to the original form of payment. The credits will post separately $160.34, $84.53, $75.69 and $109.27. The final adjustment will post after the delivery on 2-10-18.Macy's finds this matter resolved.Sincerely,Macy's Executive Office ###-###-####

October 11, 2016 [redacted]...

[redacted], We are in receipt of complaint ID #[redacted] regarding the customer who did not receive her refund check after she canceled her furniture order. We contacted the customer and confirmed that she has received her refund check for the canceled furniture order from Macy’s. At this time, Macy's will consider this matter closed. Thanks, Sincerely,Macy's Executive Office

May 26, 2016[redacted]
[redacted]
[redacted]Re: [redacted] – Case #[redacted] Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your...

complaint 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 (DSNB).  We sincerely regret any frustration you may have experienced regarding the fees charged to your account and for the problems you encountered in trying to resolve this issue.According to the DSNB Credit Card Agreement, a late fee is added for each billing cycle we do not receive the Minimum Payment Due by the payment due date.  The fee will be $27.00; or $38.00 for any additional past due payment during the next six billing cycles after a past due payment occurred.Upon review, I found we sent billing statements to the address listed on your account, which matches the address on your complaint.  We do not have any record of returned mail on your account to indicate that the statements were returned to us undelivered.  We closed your account on November 27, 2015, per your request.  Also, on this same date, we removed a $27.00 late fee and $2.00 interest charge as a courtesy to you.  To clarify, if a balance is owed on an account, we will continue to send billing statements even though the account is closed.Additionally, interest is charged on the outstanding balance of your account until the day you pay the full balance owed on that account type.  For example, if you have been paying only the minimum payments on your balance 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 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.  Since no payment was received for the first billing period on your account, your account was impacted by this portion of the DSNB Credit Card Agreement.Applying this billing policy to your Macy’s account, the $2.00 interest charge that appeared on your December 22, 2015, billing statement included interest for the outstanding balance on your account between the bill date of November 20, 2015, and the date (November 27, 2015) that your $54.40 payment was applied to your account.  The minimum interest charge is $2.00.  That left a minimum payment due of $2.00 by January 18, 2016.When we did not receive a payment by this due date or the following month’s due dates, your account continued to be charged additional interest charges bringing the account to an $8.00 balance with an $8.00 minimum payment due by April 18, 2016.  Although the fees were properly charged, on March 23, 2016, we removed a total of $8.00 in accumulated interest charges as reflected on your April billing statement.  As of the date of this letter your account has a zero ($0.00) balance.  For reference, I am enclosing copies of your billing statements for the time period October 2015 through April 2016.Because the past due account balance consisted of only accrued fees, we cleared our internal records of any delinquency associated with this issue.  I confirmed that we did not report any delinquencies to the Credit reporting agencies as a result of this.  [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 number listed below.Sincerely,Regina M.Macy's Executive Office###-###-#### Extension [redacted]Enclosures / mailed May 26, 2016cc:  [redacted]       [redacted], Revdex.com

January 25, 2016[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH 45202Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her macys.com order #[redacted]. Per [redacted], she has received her return...

credit to her original form of payment, which was the reason for her complaint. In addition, I am sending [redacted] a gift card for $30.00 that she may use in store or online. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-####  Extension [redacted]

January 13, 2016
[redacted]
re: Revdex.com
Complaint ID: # [redacted]
Dear
Ms. Breunig: 
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 Macy's, please accept my apology for any inconvenience you experienced
due to receiving your macys.com order refunds in the form of gift cards. We
regret the delay in resolving this for you. Upon your request, I did submit the
necessary paperwork to transfer the gift card balance to your original form of
payment. The credit is for $127.48 for your order #[redacted]. This posted to
your Macy's account on January 4, 2016.
It
appears that your credits on Merchandise Only Certificates for $83.66 and
$35.84 for returned merchandise are currently pending credits to your Macy's
account. The total for these of $119.50 should post within a few days. As a
courtesy for the inconvenience a direct credit of $50.00 is being processed to
your Macy's account.
[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

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.  Dear [redacted],I would like to thank you for your time and concern regarding my issue. I received a letter from Macy’s Executive Office informing me that all the charges they tried to apply to my account were dropped. Thank you so much for helping me!Happy holidays, I wish you all the best!!!Sincerely,[redacted]

January 24, 2017  [redacted]  Dear [redacted]:  I am in receipt of your complaint #[redacted] forwarded to us by the Revdex.com.  As a representative of Macys Executive Office, I was asked to review and respond to...

your concerns. I have left a message asking you to return our call to resolve this issue. Upon receipt of your phone call, I apologize for disappointing you once again with less than satisfactory merchandise. I have sent you the gift card in the amount of $40 as discussed and per your email have sent the photos received to our executive team from the store they were shipped. Please do not hesitate to reach out to me with any further questions or concerns. Sincerely,Tara B.Macy's Executive Office###-###-#### Extension [redacted]

P[redacted]   [redacted]   June 16, 2017   [redacted] [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted] (lost/stolen)...

        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.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.   We sincerely regret any frustration that you may have experienced regarding the Credit Balance Refund check request you made on September 18, 2016, on your Macy’s account, and for the problems you encountered while attempting to resolve this matter.  I was disappointed to hear that you called several times with no resolution to your complaint.  On April 2, 2017, our manager applied a $50.00 credit to your account due to the delay in sending the Credit Balance Refund check.    Upon review, I found that on May 3, 2017, you contacted us regarding an email you received advising your email address had been changed on your Macy’s online profile.  At that time, we advised you to reset your email address and change your password.  In addition, we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued to prevent any charges on the account.  In addition, you confirmed that there were no fraudulent charges on the account at that time.    On June 6, 2017, a fraud claim was opened on your account when we identified that a $95.21 fraudulent order had been placed through macys.com on May 2, 1017.  On that same day, we removed the $95.21 charge from your account.  I confirmed that no interest charges or late fees were charged as a result of this fraudulent order.  In addition, a Statement of Fraud was sent to you should you find any additional fraudulent activity in reviewing the enclosed statements for the billing periods ending May 25, 2016, through May 25, 2017.    As of the date of this letter, your Macy’s account is closed with a $718.54 balance and a $145.40 minimum payment (including an $80.00 past due amount) due by June 21, 2017.  I am sorry that this incident has jeopardized our relationship, and we hope that you will consider re-applying for a Macy’s credit card.  Thank you for bringing this matter to our attention.  If I may be of further assistance, please contact me at the telephone number listed below.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures mailed June 16, 2017   cc:   [redacted], Revdex.com

[redacted]   [redacted]  ...

  November 14, 2016   [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:  November 11, 2016   Complaint Summary:  [redacted] states he purchased a pair of Murphy and Johnson men’s shoes at the Macy’s [redacted] Store on December 3, 2015.  He explains that the cushions on both the left and right shoe curl up, and make it difficult for him to wear or fit into.  [redacted] is disputing the purchase price of $99.98, which was charged to his Macy’s account ending in [redacted].     Resolution:  On November 1, 2016, I sent an e-mail to the Macy’s [redacted] Store Manager, advising her of [redacted]’s dissatisfaction with the cushions in his shoes.  I explained that the customer states the cushions inside the shoes curl up, and do not lay flat. This makes the shoes difficult for him to wear, and he has a hard time fitting into them.  I provided the original purchase date of December 3, 2015, along with the transaction information.  I spoke with the Store Manager personally on November 11, 2016, and she advised she is willing to return or exchange the shoes for [redacted] at his earliest convenience.  I called the customer and informed him of the Store Manager’s offer to return or exchange his shoes, and the customer agreed to come to the store and return his shoes.  This resolves [redacted] concerns.   Sincerely,     Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com