Macy's

July 7, 2016    [redacted]  [redacted]  [redacted]   Re:  Revdex.com Complaint ID [redacted]       Macy’s 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, where as a liaison, 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 regarding your account may have caused.    My research has confirmed that on June 8, 2016, a payment correction of $1,188.27 was applied to your account to correct the in-store payment error.  Also, I removed a late fee of $25.00 and interest of $20.39 that had been applied to the account on May 24, 2016.  Any other fees had already been removed.  These adjustments bring your account to a credit balance of $245.18, which we have refunded to you in the form of a check.  It will arrive under separate cover in 7-10 business days.    In addition, we have deleted from our records the 30-day late payment associated with this situation and directed the credit bureaus to correct their files as well.  Please allow the bureaus thirty (30) days to make the necessary changes.  With regret, this letter will also confirm that we closed your account on June 27, 2016, as you requested in your complaint.    [redacted], we appreciate this opportunity to respond.  If you need assistance on 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

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.  Prior to receiving your notification, I did call Macy's yet another time upon receipt of my November statement (when I noticed the fees were still increasing).  I am not sure what it took to finally make the charges go away, but I am happy they did and have since canceled my Macy's credit card.  I appreciate the time the business took to follow up with my complaint as well though I wish it never got to this point.  Many thanks to you for all your assistance.  Have a wonderful Thanksgiving holiday!
Regards,
[redacted]

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. | Omnichannel...

PresidentialOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### |  Fax: ###-###-#### | Email: [redacted] Hours: Monday through Friday 9:00am-5:00pm EST

May 24, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Macy’s Executive Office by the Better...

Business Bureau.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. In researching this matter, I found that your billing statement for the period ending July 26, 2015, had a $22.50 balance with a $22.50 minimum payment due by August 26, 2015.  We did not receive a payment by this date and your account was charged a $22.50 late fee and a $2.00 interest charge in accordance with the terms of the Department Stores National Bank Credit Card Agreement.  The billing statement for the period ending August 30, 2015, had a $47.00 balance with a $47.00 minimum payment due by September 26, 2015.  When no payment was received by this date, your account was charged a $2.00 interest charge and a $38.00 late fee.  The billing statement for the period ending September 29, 2015, had an $87.00 balance with an $87.00 minimum payment due by October 26, 2015.  On October 1, 2015, we received your $26.50 payment when you spoke with a representative, who also credited a partial late fee of $22.50.  However, since the payment did not satisfy the minimum payment due of $87.00, another late fee ($37.00) and interest charge ($2.00) were assessed to your account.  On December 2, 2015, I found that a collections representative removed a total of $76.00 in late fees and a $2.00 interest charge as a courtesy.  On January 21, 2016, another $37.00 late fee was removed as well as a total of $4.00 in interest charges.  I also found that on April 9, 2016, during your phone call, a customer service agent removed a total of $149.00 in late fees and $12.58 in interest charges.  I have included the statements from the period ending July 26, 2015, through April 29, 2016, for your reference and as of the date of this letter, your account is open with a credit balance of $6.00.  Additionally, we have cleared our internal record of the delinquency associated with this issue since the delinquent balance consisted entirely of fees.  We have requested that the credit reporting agencies update their records and delete any history of delinquency for the time period of August 2015 through March 2016.  Kindly allow the agencies approximately thirty (30) days to make the necessary corrections to update their records.  This letter will serve as confirmation of our request.  [redacted], your continued loyalty is important is important to us, as well as appreciated, and I am sorry this problem was not resolved sooner.  Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please do not hesitate to contact me.   Sincerely,Stephanie C.Macy's Executive Office###-###-#### Extension [redacted]Enclosures /mailed May 24, 2016cc:  [redacted], Revdex.com

March 02, 2017[redacted]Re: Revdex.com 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. I apologize for the delay in responding to your concerns and for any inconvenience experienced after purchasing your sectional. I am also sorry to advise that we are unable to reinstate your WorryNoMore extended warranty that was removed in error. WorryNoMore is a third party company with their own policies and procedures that we have to follow. Unfortunately, WorryNoMore will not approve your request regarding the warranty.Additionally, we are unable to approve an inspection or exchange, as we no longer offer long distance delivery or furniture services in your region. However, I understand this is not your fault and an inconvenience. As an accommodation, I would like to offer you a [redacted]% adjustment on the sectional. A refund in the amount of $1821.12, tax included, for the defective sectional in your home.  The refund will be issued to your [redacted] that ends in [redacted].  If this credit card is no longer valid, please contact me directly to provide a valid credit card number, or a check can be requested.[redacted], we appreciate you allowing us the opportunity to respond to your concerns.  If you have any questions regarding this matter, please feel free to contact me at the telephone number listed below. You may also reply by email.  My email address is [redacted].  Sincerely,Angela L.Macy's Executive Office###-###-####  Extension [redacted]

August 17, 2016  [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 accept my apology for any inconvenience you experienced due to not receiving your credit for the merchandise you did not receive. Although we have not spoken directly, I did leave you a message with my contact number should you need to speak to me. I also processed a credit for $78.10 going back to your [redacted]. You should see that credit reflected on your account within 3-5 business days. Based on the above, Macy's considers this matter closed and resolved. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

March 31, 2017 [redacted]  [redacted] Re:  Revdex.com – 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.  Thank you for the courtesy you and your son, [redacted], extended during our telephone conversation on March 17, 2017.  This letter is to confirm our discussion.  Please accept my sincere apology for the level of service you expressed receiving while speaking with our associates.  It is not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and knowledgeable associates, so that all of our customers’ questions and needs are addressed and resolved efficiently.  The information you have provided has been forwarded to the appropriate parties so that they may address this issue directly with the associates.  Please note that due to privacy and employment laws, we are unable to provide more details about any action that may be taken with these associates. As I explained, our security procedures were followed as a precaution to confirm your identity, which required you to speak with a credit representative and verify specific information before further purchases could be approved using your new Macy’s [redacted] account.  When, as you stated during our telephone conversation, you were not able to correctly answer all the verification questions, a security block was placed on the account, and a letter was sent on March 14, 2017, to the billing address we have on file.  The letter will provide a phone number for you to contact us and provide additional verification.  [redacted], while I regret any frustration or inconvenience this issue may have caused you please be assured that our efforts to confirm your identity were an attempt to protect the security of your account.  If I may be of further assistance, please do not hesitate to contact me directly at the telephone number listed below.  Sincerely,   Rhea B.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com       Customer Service Manager

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 received a voicemail from the business, but was unable to clearly hear the message, and noted that my account had been credited the amount requested.  I thank the Revdex.com for its assistance, as my correspondence to the company had been ignored until your intervention.
Sincerely, [redacted]

[redacted]   [redacted]
 
July 23, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Account
Store Ending in [redacted]
     Macy's [redacted]
[redacted] Account Ending in [redacted]
 
Dear
[redacted]: 
 
I
am in receipt of your complaint forwarded to us by the RevDex.com.  As a representative of Macy's
Executive Office, and as I am familiar with your inquiry, I was asked to review
and respond to your concerns on behalf of Department Stores National Bank.
 
I
understand from your most recent correspondence that you are still disputing
the thirty (30) date delinquency reported in May 2015 for your Macy's store
account ending in [redacted].  Our decision
remains the same, and the delinquency reported in May 2015, will not be
removed.  The delinquency was not the
result of a billing or bank error.
 
As
stated in our previous responses dated June 30, 2015, and July 13, 2015, we do
not have record of a request to change the telephone number on your
above-referenced Macy's store account or Macy's [redacted] account in
November 2011.
 
A
copy of the signed Macy's credit card application was mailed to your mailing
address above on July 13, 2015.  Please
allow seven (7) to ten (10) business days for receipt of this application with
a copy of our response dated July 13, 2015. 
 
I
understand that you do not believe the account was opened with both account
holders present because, as you state, [redacted] was in [redacted]
and you were in [redacted], [redacted] when this account was opened.  Our records indicate the account was opened
at Macy's [redacted] in [redacted], with the driver's license number ending
in [redacted] for you and the driver's license number ending in [redacted] for [redacted]
[redacted].  The signed application is proof
that both the primary and joint account holders agreed to the terms and
conditions of the above-referenced Macy's store account and Macy's [redacted]
[redacted] accoun**  We are satisfied this
account was opened with the knowledge of both account holders.
 
[redacted]
[redacted], we have addressed this matter numerous times, and since no new
information has been provided our decision is unchanged.  We hope you understand our position on this
matter although it may differ from your own.
 
Sincerely,
 
 
Caroline H.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted]
    Cincinnati Revdex.com Complaint ID: [redacted] 
[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.

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,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.  This incident happened almost a year ago and the Business expect me to still have the cards and paperwork? I don't think that is very reasonable. For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]

Hi, my name [redacted]  I like to close my case please I figure out everything my self and take care problem I never have any help from Macys and I don't care anymore one of my product was return back to them so they credit me back I can tell you only one thing I will never ever order anything from Macy's and they have horrible customer service. Thank you for your help Revdex.com and now you can close this case.Thank you, [redacted]

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] [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 do not accept because yet again Macy's has failed their promised to refund me. They said it would be sent within 10 business days, but it is now 1/11/17 and I have not received it.This is unbelievable and simply the worst customer service I have ever even heard of. 
Regards,
[redacted]

[
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.  After a conversation with Mr. Button on March 16, 2018, I was more than satisfied with the resolution by Macys. His effort to resolve this issue  has restored my faith in Macy's as a customer.  I appreciate the time and attention Mr. B. put into restoring my accounts and resolving my original complaint completely. I am glad to be a Macy's customer again. 
Regards,
[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 did miss a call and tried to reach the corporate number and left her a voice mail. This issue is not resolved and don't know how she could come to that conclusion without returning my call and speaking with me. The credit mentioned was given prior to the ordeal with my receipt of the hardware. This is two separate issues. Please do not close the complaint until I have been spoken with directly on the phone or in person.
Regards,
[redacted]

[redacted]   [redacted]  [redacted]     December 1, 2016     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Dear [redacted]...

[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.  Please accept my personal apology for any inconvenience this issue may have caused.   Upon review, I found that you called on November 1, 2016, and advised us that the store had initially entered the wrong address when requesting the Merchandise Only Certificate (MOC).  After verifying the original address, you provided the correct address to reissue the MOC, and we transferred $143.31 from the old MOC ending in [redacted] to the new MOC ending in [redacted].   To clarify, the old MOC ending in [redacted] no longer had any funds available on it.  I am enclosing a copy of your purchase receipt for the [redacted] handbag from November 10, 2016, which shows it was made using two (2) Easy Exchange cards for $25.50 and $137.13, one (1) MOC for $143.31, and the remaining $148.66 balance was put on your [redacted] credit card.  This receipt also shows you attempted to use the old MOC ending in [redacted] three (3) separate times, and each time it shows MOC declined.  The Store Manager you spoke with would not have been able to override the register due to the funds on the MOC ending in [redacted] had already been applied to the purchase using the new MOC ending in [redacted].  I am truly sorry if this was not explained this to you.  Since the value of the MOC has been used, I must respectfully decline your request to refund your [redacted] card.   [redacted], I appreciate you bringing this matter to our attention and allowing me the opportunity to respond.  While this may not be the resolution you are seeking, I hope you can understand our position on this matter.  If you have any further questions, please contact me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted], Revdex.com        [redacted] Store Manager

February 8, 2017     [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.   In researching this matter, our records confirm that for your billing period ending October 19, 2014, the recliner purchase was added to your Revolving balance in error.  Over the next three (3) months, you were incorrectly charged interest in the amount of $58.70.  For the billing period ending February 19, 2015, the purchase was correctly added to the Special Event Promotional plan with deferred interest.  The balance of this purchase was paid off September 25, 2015.  Please see the enclosed statements for the billing periods ending October 2014 through January 2016, for your reference.   Our records also confirm that you called the Customer Service Department several times to discuss this issue with no resolution.  I sincerely apologize for this mistake and rest assured I have escalated this to the appropriate Manager to address directly with the individuals involved.   On February 7, 2017, I have credited the $58.70 from your account and issued you a refund check, under separate cover.  Please allow seven (7) to ten (10) days to receive the check in the mail.  As of the date of this letter, your account ending in [redacted] is current with a zero ($0.00) balance.    [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 M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc: [redacted], Revdex.com       Manager, Customer Service Department

July 14, 2016     [redacted]
[redacted]
[redacted]   Re:   Revdex.com, Complaint ID: [redacted] Macy’s [redacted] account ending in [redacted]    Dear Ms. [redacted]:    I am in receipt of your...

complaint filed with the Revdex.com, which was 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 apologies for any frustration this may have caused you.   It was disappointing to hear of the customer service issues you describe in your complaint, as it is not indicative of the quality customer service we strive to provide.  We expect each facet of our operations to meet exceedingly high levels of service and I regret the service that you received was less than this caliber.  Accordingly, I have forwarded your complaint and this letter to the appropriate parties to further address the parties involved.   I am sorry to hear your reaction to the emailed receipt you received on June 14, 2016.  In reviewing the details, I found a return was processed for an INC Sweater on this date.  I understand from your complaint that you did not process this return; however, keep in consideration it could have been a gift that was returned.  I am pleased to inform you that no purchases occurred on June 14, 2016, on your account and I am sorry this was not communicated to you previously.           I am pleased to learn that the final Customer Service Representative you spoke with was pleasant and closed your account at your request. Although we are disappointed to see you close your account, we appreciate your loyalty.  To confirm, your account was closed on June 14, 2016, and after your final payment of $47.42, the above referenced account has a credit balance of $16.04.  I have taken the liberty of sending this check to you, which will arrive under separate cover within 7-10 business days.      In regard to the late fee on your account, in reviewing your account activity, I found for the period ending May 17, 2016, you made returns totaling $66.21 and purchases totaling $233.81. Your billing cycle closed with a total new balance of $167.60, and a minimum payment due of $27.00 by June 13, 2016.  When we did not receive your minimum payment due by June 13, 2016, your account was charged the applicable late fee and interest charge.  I have enclosed your statements for the period ending May 17, 2016, and June 16, 2016, for your review.  Although this late fee was properly charged, we removed it for you as a courtesy on June 14, 2016. As you requested, our records have been updated to discontinue the mailing of all fliers and sale catalogues to the name and address listed above.  However, since our advertisements are prepared in advance and sent to the distribution facility, you may continue to receive previously scheduled mailings for up to 12 weeks from today’s date.  We regret any inconvenience this may cause.    [redacted], I appreciate you bringing this unfortunate situation to my attention and allowing me the opportunity to respond to your concerns.  Please accept the enclosed $50.00 in Macy’s Money Certificates as a gesture of goodwill for the events that occurred.  I hope you use these certificates to return to Macy’s as our guest.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed July 14, 2016   cc:  [redacted], Revdex.com Macy’s Customer Service Manager

[redacted]   [redacted]
December 11, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       RevDex.com ID...

[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 representative of this office, and because I am familiar with your
file, I was asked to review and respond. 
I apologize that my original letter did not adequately address your
concerns and you experienced a similar issue with your subsequent store visit
on November 27, 2015. 
In
our previous response, we advised that a debit card can be used either as a
debit card or a credit card when using it at a store register.  When you insert the card in the device, to
process the transaction as “Credit”, the Green Enter key must be pressed
without entering a PIN and you will be prompted to enter a signature. 
[redacted]
[redacted], I will request the Store Manager to address the Associates, so they may
understand how to assist customers wishing to use the credit option on their
bank debit cards.  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
       Store
Manager