Macy's

July 2, 2015
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
Re:  Revdex.com Complaint ID [redacted]
        Macy’s store account ending in [redacted]
       
Dear [redacted]:
 
I am in receipt of your most
recent 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 on behalf of Department Stores
National Bank since I am familiar with the issue. 
 
I apologize for any ongoing
concerns you may have relative to your enrollment in the Credit Protection program,
but I want to assure you Macy’s does not participate in deceptive business
practices and we are in compliance with all laws.  We regret you feel you did not receive an
outstanding level of customer service when you contacted Macy’s Credit Customer
Service concerning this matter. 
 
Please note that the time to
file a dispute for the Credit Protection fees has already expired.  As stated in our Credit Card Agreement (provided
to you when the account was opened and an updated copy provided to you in your
September 2009 billing statement) and printed on back of each billing statement
from February 2010 to date, consumers have 60 days to dispute charges billed to
their Macy’s accounts.  However, as a
gesture of goodwill, a $1,483.73 refund was previously credited to your Macy’s
store account; in addition to the $143.77 credited on April 18, 2015.  As stated in our previous reply, the
$1,627.50 total credit represents the total amount of Credit Protection fees
that were charged to your Macy’s store account from June 18, 2008, through
March 18, 2015.  All Credit Protection
fees charged to your Macy’s account were clearly noted on the billing
statements. While we accommodated your previous request to refund the Credit
Protection fees to you, we must decline your request for any additional refunds
concerning this matter.
 
[redacted], thank you for
allowing me this additional opportunity to respond.  I realize this is not the response you had
hoped for and I am sorry to disappoint you. 
Please feel free to call me at the telephone number noted below if you
should have any additional questions.
 
Sincerely,
 
 
 
Carrie W.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted], Revdex.com

April 22, 2015[redacted]Re: Revdex.com ID #[redacted]       Macy’s [redacted] account ending in [redacted] (closed on October 4, 2015)Dear [redacted]:I am in receipt of your additional comments 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 continuing concerns on behalf of Department Stores National Bank.  I would like to extend my personal apology for any continued frustration or inconvenience this matter may have caused you.My research shows that our Fraud Specialists removed the full amount of the fraudulent purchase ($133.13) and any related fees ($71.31) on November 25, 2015; however, an error occurred and interest charges continued to accumulate.  I have removed the interest totaling $10.25 and as of the date of this letter your account has a zero balance.  I will follow up after the next statement cycle date to ensure no additional interest posts to the account.  You will see these adjustments on your next billing statement.  In addition, I have cleared our internal records of any delinquency associated with this issue, and verified no delinquencies were reported to credit reporting agencies.  [redacted], thank you for bringing this situation 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, as I would be delighted to speak with you.Sincerely,Rhea 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 have determined that this does not resolve my complaint.    Hi Nancy,  I have called you and left you a voice mail, this is the second voice mail, but I did not hear back.Again, based on the bill dated April, 2016 , I made a payment of $50 toward my account and I haven't received any bill until Oct, 2016. and in regard to my MACY's online account, it is the same account I have been using since I got my first MACY's credit card. why do you think I have to pay late fees if it was not my fault. all what I need is to settle this. please please please take a closer look at the situation and it's definitely not my fault and it causing me a lot of pain. like I mentioned in my previous respond I had no intention not to pay my bill as I have been paying for the other account. and Like I said I have not setup my account to be sent by email only, maybe one of your associate did and that should not be my fault. thanks in advance for your help.    
Regards,
[redacted]

March 24, 2017   [redacted]  [redacted]   Re: Revdex.com - ID #[redacted]       Macy’s [redacted] ending in [redacted] (closed)       Macy’s...

account ending in [redacted] (lost/stolen)       Macy’s account ending in [redacted] (closed)   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.  We sincerely regret any frustration that you may have experienced regarding the fraud on your Macy’s account, and for the problems you encountered while attempting to resolve this matter.    Upon review, I found that on January 27, 2016, you disputed the charges on your Macy’s account.  At that time we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued.  If a charge is determined fraud, any related fees will be removed.   On February 17, 2016; a return was processed to your account in error resulting in a Credit Balance Refund Check being sent to you.  On September 13, 2016, a sales adjustment was applied to your account in an attempt to correct this but unfortunately another error occurred.  However, I am pleased to convey that on March 15, 2017, we removed the $299.74 charge, and $213.43 in late fees and interest charges from your account.  As of today’s date your Macy’s account ending in [redacted] is closed with a zero balance, along with the Macy’s [redacted] account ending in [redacted].    In addition, on March 15, 2017, I confirmed that we cleared our internal records of any delinquency associated with this issue, and we requested that [redacted], [redacted], and [redacted] delete any record of this issue from your credit bureau report for all parties listed on the account.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.    Thank you for bringing this matter to our attention.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help.   Sincerely,     Rhea B. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the consumer's recent sectional purchase and delivery of additional armless chair . We contacted the consumer on 4/5/2018, and advised that we are not able to complete the delivery of the additional armless chair as the...

sectional was on clearance and we are out of stock.. We provided an accommodation to our consumer for all of the inconvenience we caused with trying to complete her purchase.  In addition, we offered a  discount on a future furniture purchase as a courtesy. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly. Thanks, Macy's Executive Office

April 27, 2016[redacted]
[redacted]
[redacted]Re: Macy's 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 (DSNB).I apologize for the delay in our response regarding this matter, and I regret any inconvenience you may have experienced with your above referenced Macy's account. A review of the account shows a balance of $2,853.80 with a minimum payment of $215.00 due by April 18, 2015. We received payments totaling $2,853.80 on March 19, 2015, and on April 3, 2015.Per the DSNB Credit Card Agreement, which governs the terms of you Macy's account, if you have been paying less than the Total Now Due on your Revolving or Major Purchase account balance each month, 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. Applying this billing policy to your Macy's account, interest charges in the amount of $28.15 were shown on your billing statement for the period ending April 18, 2015, with a payment of $28.15 due by May 18, 2015. This interest was charged between March 19, 2015, and the date (April 3, 2015) that your $2,853.80 payment posted to your Macy's account.We did not receive payment for the balance of $28.15, which resulted in late fees and interest charging to your account each month until the account charged off on December 25, 2015, with a balance of $303.96.We have removed the balance on the account to bring it to zero ($0.00). We will clear our internal records of any delinquency associated with this issue, and we will also instruct the three major credit reporting agencies to delete the late payment history for the months of June 2015 to the present. Kindly allow thirty (30) business days for the agencies to modify their records. This letter will serve as a 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

January 10, 2018   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s $10.00 Rebate Tracking #[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 a representative of Macy’s Executive Office, I was asked to further address this issue.  It is regrettable to learn that you feel our previous response did not adequately answer your concerns and that some misunderstanding remains.   Regarding your question on where to find the enclosed copy of the rebate form, this was not available for viewing through the Revdex.com online portal.  A hard copy of our response letter, along with a copy of the rebate form with “Limit 1 Per Household” prominently circled was mailed to you under separate cover on December 29, 2017.  Please allow seven (7) to ten (10) business days to receive our first response.    With respect to your assertion that our store associate should have informed you about this limitation at the time of your purchase, as stated in my prior response (copy enclosed), the form clearly outlines the terms and conditions of “Limit 1 Per Household” in the column to the right above the rebate amount offered.  Further, the store associate is not the one responsible for filling out the form, and ensuring all requirements have been met prior to submitting it for review.  Therefore, our position has not changed.    [redacted], thank you for bringing your concerns to our attention and giving me the opportunity to respond.  If you have questions on another matter, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure   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.  Thank you. I just wanted what was originally agreed upon. I appreciate it.
Regards,
[redacted]

December 21, 2015
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
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 satisfactorily. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension [redacted]cc: [redacted]

Re: 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 Macy's,...

please allow me to again apologize for any confusion and the
inconvenience you experienced with our ordering process.  We feel that it is important for our
customers to not only understand, but to be comfortable with our ordering
procedures.  When an order is placed
online or via telephone, an electronic request is submitted to your credit
card's issuing bank to confirm availability of funds.  The bank then places an authorization hold on
your account for the requested amount.  Your
card is not charged until the merchandise has shipped from the fulfillment
center; therefore, any funds held by your bank are not transferred to us.  The authorization amount is then released to
your bank within a 24-business hour period of order placement.  However, the amount of time for the removal
of an authorization hold varies between credit card companies.   
In
this instance, on October 7, 2015, an authorization hold in the amount of
$155.47 was placed on your account.  This
authorization amount was then released to your bank within a 24-business hour
period from this date.  Your order was
due to have two shipments in which you would be charged $124.34 and $31.13,
accordingly.  As it stands, your account
should not reflect any authorization holds or charges from Macy's pertaining to
this order.
If
at any time you require an authorization hold be removed, please feel free to
contact us directly via telephone for assistance at ###-###-####.  You may be required to be on the line to
process this request.  Please note that
authorization holds are removed at the discretion of the credit card's issuing
bank. Thank you again for bringing this matter to our attention and giving me
the opportunity to respond.  Your
business is important to us, as well as appreciated.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Revdex.com of
Cincinnati

P.O. Box 52184   Phoenix, AZ 85072-2184
January 17, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaint to the Revdex.com
forwarded to Macy's Executive Office.  As
a representative of this office and because I am familiar with your file, 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 additional information you provided, our Payment Research Team was
able to verify that your check was processed twice.  Per your direction during our telephone
conversation on January 5, 2016, we electronically transferred $452.75 to your
bank account ending in [redacted] on January 6, 2016. 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  I apologize for
the length of time it took to resolve this issue for you.  As a gesture of goodwill under separate
cover, I am sending you $50.00 in Macy's Money Certificates that can be used in
any of our store locations.  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 find that this resolution is satisfactory to me. I will monitor my monthly statements to see if I am charged another minimum interest fee on any zero balances in the future.
Regards,
[redacted]

June 03, 2016Dear [redacted]:  We are writing in regards to the Revdex.com compliant ID # [redacted]. We are truly sorry for the inconvenience you have experienced with Worry No More. We are informing you that Macy's Worry No More Coordinators will be contacting you within 7-14 business days to set up a...

full replacement of the [redacted] sofa. If you continue to have concerns or do not receive a call please contact ###-###-####. We will be happy to assist with your concerns.Macy's finds this issue resolved.  Sincerely,Macy's Executive Office###-###-####

[redacted]   [redacted]
 
June 18, 2015
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Store Account ending in [redacted]
        Macy's [redacted] Account ending in [redacted]
 
Dear [redacted]...

[redacted]: 
 
I am in receipt of your recent complaint filed with the Revdex.com, regarding your Macy's Store account ending in [redacted].  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). 
 
I was sorry to learn that your July 10, 2013, payment for $14.50 was applied to your Macy's [redacted] account ending in [redacted] and not your Macy's Store account ending in [redacted].  I hope you will accept my sincerest apology for any frustration or inconvenience you may have experienced.
 
Additionally, we received your payment of $26.50 on January 29, 2014, which paid your Macy's Store account in full. Due to the misapplied payment from July 10, 2013, we requested that [redacted], [redacted] and [redacted] delete the late payment history for the months of July 2013, to present from your credit report.  Kindly allow at least seven (7) to ten (10) business days for the agencies to modify their records to reflect the information contained in our request.  As of the date of this letter, your Macy's Store account and your Macy's [redacted] account are closed with a zero ($0.00) balance.
 
[redacted], thank you again 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,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  Revdex.com
      Complaint ID - [redacted]

[redacted]   [redacted]
October 26, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com
Complaint #[redacted]
      Macy’s account ending in [redacted]
Dear
[redacted]...

[redacted]: 
I am
in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy’s Executive
Office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.
I am
aware you are attempting to improve your credit report by requesting that we
modify the payment history associated with the above referenced Macy’s
account.  It is our policy not to remove
any delinquency from your credit report, unless it occurred as a result of a
billing or bank error.  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.  After researching the delinquency on your
account, we found the information to be correct.  Our records indicate we did not receive
payments on the account for your June and July 2015 due dates.
Regarding
the new cards we sent out, although the cards were new, the Macy’s store
account number remained the same and would not have impacted your receiving the
monthly billing statements or making your monthly payments.
Unfortunately,
we are unable to accommodate your request to remove the delinquency from your
credit report.  However, on October 26,
2015, we instructed the credit reporting agencies to update their records and
report your account as 'customer disputes reporting'.
While
the decision we made may be disappointing, we must adhere to specific policies
and procedures to ensure we provide fair and consistent treatment to all of our
customers.  If I may be of assistance on
another matter, feel free to call me at the telephone number listed below. 
Sincerely,
Andrea H.
Macy's Executive Office
###-###-####
CC: [redacted] Revdex.com

July 12, 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 concerns on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account payments may have caused you.  While I would have liked to speak with you personally about this matter, my attempts to reach you were unsuccessful.  My research found that, since January 2016, your account was assessed four late fees, totaling $108.00.  In each case, the fees were legitimately applied because payments were received after the due dates.  However, I also confirmed that we have adjusted your account for six late fees, in the amount of $162.00, for an excess credit of $54.00, and no additional adjustments are necessary.  We will not reverse the extra amount of credits.  As of the date of this letter, your account has a balance of $2,744.16, with a minimum payment of $83.23 due by July 12, 2016.  Be assured that this situation had no negative effect on your credit bureau report.  [redacted], we appreciate this opportunity to respond.  If you should 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

[redacted],
We
are in receipt of Complaint ID #[redacted] regarding the customer's property
damage.  The customer previously reached
out to our office and was advised that the delivery company would have to
resolve the issue.  Our records indicate
the delivery company approved the...

customer's claim and sent a release letter
for the customer to sign and return on 2/1. Any further claims regarding this
matter will need to be addressed with the delivery company directly, as Macy's
does not handle third party delivery issues.
Thanks,
Macy's
Executive Office

The merchant finally resolved the issue and I would like to close the complaint. The link from the original email I received regarding the complaint doesn't allow me to close the complaint.  Would I be able to do this with your assistance?Thank you,[redacted]

The executive office didn't help me at all. She asked me to contact Macy's customer service again.

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. However, after speaking with Sue at Macys a couple a weeks ago about the proposed solution and what style of mattress I  would be getting for my replacement and Sue telling me she would have to call me back because she didn't know how to go about the proper procedure in doing the exchange.  I had to call her office back after waiting 2 weeks for a call from her to find out what the status of my claim was.  It was then that she informed me  that the mattress that she had originally told me would be the replacement was discontinued.  I would really like to make sure that this mattress is comparable to the one we have but I am just ready to get this whole situation taken care of.  They told me delivery would not be until the 2nd week of October.   
Regards,
[redacted]