Macy's

January 23, 2017     ** *** *** *** ** *** *** *** ** ***   Re:  Revdex.com Complaint ID ***         Macy’s store account ending in ***   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 you may have experienced during your telephone calls to our Customer Service Department.  As customer service is crucial to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided.  It appears that we fell short of our goal to provide you excellent customer service.   In researching this matter, our records confirm that when the blouse was presented as an exchange, the merchandise was returned and credited back to the original form of payment, and the new blouse was charged as a purchase on your account.  For a store purchase, unfortunately the sales associate is unable to determine if an item was purchased as a gift; therefore, a return credit will be processed on the original form of payment.  I am sorry if this was not explained to you during your conversations with our Customer Service representatives.   Since you have the merchandise in your possession, the $27.35 charge was accurate on your account.  Our records confirm you were misinformed several times when calling our Customer Service Department; therefore as a courtesy, I have removed the $2.00 minimum interest charge and the $27.35 purchase.  As of the date of this letter, your account has a zero ($0.00) balance.  Additionally, we cleared our internal records of any delinquency associated with this issue for the month of December 2016.  No negative reporting was submitted to ***, *** or *** regarding this issue.   *** ***, 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 ***   cc: *** ***, Revdex.com

[redacted]   [redacted]December 1, 2016 [redacted] Re:  Revdex.com, Complaint ID [redacted] Macy’s account ending in [redacted] Dear [redacted]:  I am in receipt of your comments regarding our previous response to 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 your additional concerns on behalf of Department Stores National Bank.  Please accept my sincere apologies for any frustration this matter may have caused you. Upon a secondary and independent review of your Macy’s account and complaint, I found that when your $33.00 payment was reversed due to the data entry error; you made up this missing payment in your next month’s payment of $66.00 on June 21, 2016.  Unfortunately, I found that the proper procedures for re-setting the minimum payment due after this data entry error were not properly followed, and for this I apologize. To resolve this matter, we have removed accumulated late fees ($209.00) and interest ($147.25) charged to your account since May 21, 2016.  I found that we over credited you $64.87 in interest; however, we are leaving this additional credit on your account as a courtesy to you. We have also reset your current minimum payment to $27.00, due by December 21, 2016.  Please note, your minimum payment due will be automatically re-calculated for the next billing statement (period ending December 25, 2016) and to maintain a current status on your account, the minimum payment must be received by the payment due date as listed on each statement.  Your account is current with a total balance of $758.76.Due to the error that occurred, we have also requested the credit reporting agencies remove any delinquent history that may have been reported for your account since April 21, 2016.  Please allow up to 30 days for this correction to reflect on your credit report, this letter will serve as confirmation in the interim.Please be assured the Bank complies with all federal regulations with regard to our credit servicing practices.  I sincerely regret that this matter was not properly resolved previously.  The service you received is not indicative to the level of quality service we strive to provide.  The appropriate Management of all representatives involved have been made aware of this incident and will use this as an opportunity for further training and development purposes.[redacted], thank you for allowing us this second chance to resolve your concerns.  If I may be of further assistance to you, please contact me directly at the telephone number listed below.  Sincerely, Stephen C.Macy's Executive Office###-###-#### Extension [redacted]cc:    [redacted], Revdex.com Macy’s Customer Service Management

February 27, 2018[redacted]Dear [redacted]: I am in receipt of your complaint #[redacted] 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. [redacted],...

your continued loyalty is important to us and we are sorry we have disappointed you. I hope this won't keep you from shopping with us in the future. I would be able to honor but one promotion to you for this item and also honor the sale price on the original date you tried to purchase this item. I apologize I am unable to honor two promotions per our policy. Please contact me at your earliest convenience at the number listed below so that I may get to work on resolving your concerns. Thank you for your cooperation in this matter. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]
April 19, 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.
I regret any inconvenience you may have experienced regarding the above referenced account.  A review of our records show your check dated June 19, 2015, for $39.25 could not be processed.  When we attempted to process the check, the bank account number could not be located, which resulted in your check being returned unpaid and the amount of the check was debited back to your Macy's account.  A twenty five dollar ($25.00) return check fee was charged to your account due to the returned check.  Unfortunately, we are not able to determine why your checking account number could not be located.    
On July 3, 2015, we received your replacement check for $39.25.  However, no payment was received for the return check fee.  Therefore, late fees and interest were charged each month until the account charged off on February 15, 2016, with a balance of $298.41.
We will clear our internal records of any delinquency associated with this issue since the delinquent balance was entirely fees and interest charges on the returned $25.00 check fee. We will also instruct the three major credit reporting agencies to delete the late payment history for the months September 2015, to the present from your credit report.  Kindly allow up to thirty business days for the agencies to modify their records to reflect the information contained in our request.  This letter will serve as confirmation of this request.
[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Unfortunately, we do not compensate customers for their time spent in resolving billing issues.  Please do not hesitate to contact me at the number below if I may be of additional assistance.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted]
The Revdex.com

[redacted]   [redacted]
 
 
June 19,...

2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID#[redacted]
       Your Macy’s online order #[redacted]
 
Dear
[redacted]: 
 
I am in receipt of your complaint to 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 complaint. 
I apologize for any frustration you may have experienced.
 
In reviewing your order, the notes indicate that our
Consumer Protection Department cancelled your order as they were unable to
verify the information that was provided. 
The notes on your order indicate that you were advised that Consumer
Protection would be able to replace your order after speaking with you to
verify the information in question.  Currently,
the merchandise is available and your gift cards still have funds on them and
can be used on your replacement order.  Their
direct number is ###-###-####.  If you
are calling from outside of the United States, please call ###-###-#### and
ask to be transferred to the Consumer Protection Department regarding the order
referenced above.
 
I apologize you were informed that the item was no
longer available during one of your email exchanges.  Although we try to maintain a full selection
at all times, occasionally we run out of some items and may either receive more
inventory or find an item in a store location. We hope to better serve your
needs in the near future.
 
[redacted], I understand you are requesting some type
of compensation, however, Macy's does not provide compensation for a matter
such as this.  We realize that you have a
choice of where to shop and we are sorry if this issue has jeopardized our
business relationship.  If I may be of
assistance in another matter, do not hesitate to call me at the telephone
number listed below.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

because I am a senior citizen Ii had a severe stroke last year, Ii am diabetic, Ii suffer with severe migraine headaches, I am also in a wheel chair, I use my television screen to send email, however Ii dont have a computer, nor do I have a printr I have advised macy's several times to please send the replies or the responses they sent in letter form to my home address in [redacted], macy has ignored my request several times again and again, Ii have put the request in writing to macy several times to send the letters that they have written to me and cc the Revdex.com also to send these letter to me by united states postal service, Ii have repeaed this request to macys over and over again how many times do Ii need to advise macys in writing of the fact that the only the sole reason,                                          reason I am not satisified, I reiterate the sole reason I am not satisfied with macys reply is I need all the letters macys has written to me and cc the Revdex.com I need all these letters by hard copy sent to my home address, thats the only sole reason Ii am not satisified, Ii want to keep a hard copy of macys letter in my files for my own personal record just in case in the future going forward something else comes up, Ii am a victim of identity theft for the past 15 years someone even filed taxes in y name, Ii have a identity theft case going on with the internal revenue service, someone used my social security number to work in my name I have serious Identity theft issues thats why Ii need to keep a record of macys letter, Ii will be satisified if macys will simply mail me a copy of all the letters that have been written by email to me and to the better businss bureau, thank you [redacted]

[redacted],    We are in receipt of Complaint ID #[redacted] regarding the consumer's purchase.   As an accommodation due to any miscommunication experienced at the time of service, we have submitted an  adjustment for the WorryNoMore fee applied to the order. A credit totaling...

$128.00 will post to the consumer's original form of payment within 10-14 business days. For any additional questions or  concerns, the consumer can contact Macy's directly.    Thanks,  Macy's Executive Office

June 20, 2016[redacted] [redacted]
[redacted]
[redacted]  [redacted]Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of the complaint filed by Elizabeth Cioromski on your...

behalf, which was forwarded to Macy’s Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to these concerns on behalf of Department Stores National Bank (DSNB).  Since this account is an individual account with your name listed as the Primary Cardholder, I am required to direct my response to you.  Please accept my sincere apology for any inconvenience this issue may have caused.On several occasions, we received emails and phone calls from your daughter, who has advised us she is assisting you with the billing on your Macy’s account referenced above.  Unfortunately, we were unable to discuss your account with her because we are required to obtain the primary accountholder’s permission each time in order to discuss detailed account information with anyone other than the cardholder.  Accordingly, we require your permission every time a third party, even an Authorized Buyer, wishes to discuss detailed information regarding your account.  This requirement ensures that your private information is kept safe and secure.With respect to the non-receipt of billing statements, we found that notifications alerting you that your statements were ready to view were successfully sent to the registered email address of [redacted], and these emails were opened.  I confirmed that your personal information, such as Social Security number, date of birth, billing address, and phone number, must be entered before you can access your monthly billing statements online.  Again, this requirement is designed to ensure account security.  If your daughter had provided this personal information, she could have gained access to your account and online billing statements.  However, if you are not comfortable providing your personal information to the Authorized Buyer to access the monthly billing statements, you have several other options you may consider in order to grant her access to your account.  If your daughter obtains legal Power of Attorney (POA), you may fax your request to grant the Authorized Buyer POA rights to ###-###-####.  However, it may take at least 30 days to update the status.  Alternately, you may call our credit department and request a form be mailed that will upgrade your daughter from an Authorized Buyer to a Secondary Cardholder on a Joint account, which would also give her full rights to access the account.  As it stands, we are only authorized to release limited information such as balance, due date, minimum due amount, and the credit limit to your Authorized Buyer.  For your convenience, I have enclosed copies of your monthly billing statements for the periods ending November 6, 2015 through June 7, 2016, for your review.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 $38.00 for any additional past due payment 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.  In researching your account history, I found that you were charged a late fee when we did not receive payments for the due dates of November 4, 2015, December 4, 2015, February 4, 2016, April 4, 2016, and May 4, 2016.  In addition, your account was reported as past due to the credit reporting agencies for the time frame of December 2015 and May 2016, due to your non-payment.  As a goodwill courtesy, we have credited two late fees for April 4, 2016 and May 4, 2016, as well as two interest charges, totaling $74.61.  It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Our research confirmed that no bank error occurred and, because the information we are reporting is accurate, we are unable to remove the delinquency from your credit report as requested.  However, on June 14, 2016, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting". I was disappointed to learn of the problems [redacted] encountered while speaking to our representatives in an attempt to resolve this matter, and I apologize.  Please be assured that the service she received from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate her bringing the situation to our attention.  For clarification, we were able to determine what associates spoke with [redacted], and I have forwarded a copy of the complaint, as well as my response, to the appropriate Manager to address these issues directly with the associates involved. [redacted] thank you for allowing me the opportunity to respond to these concerns.  If I may be of further assistance in the future, please do not hesitate to contact me at the number listed below.  Sincerely,Alison G.Macy's Executive Office###-###-#### Extension [redacted]Enclosures / mailed June 20, 2016cc: [redacted], Revdex.com Customer Service Manager

Dear [redacted]:I am in receipt of your complaint number [redacted]. We set up a delivery for a comparable mattress and box springs at no additional charge to the customer. She is satisfied with the resolution.Thank You,Macy's Executive Office

April 24, 2017   [redacted]  [redacted]   Re:       Revdex.com Complaint ID #[redacted]             Macy’s [redacted] 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.  Since I previously addressed your concerns, I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.    As explained in my previous letter dated April 13, 2017, because the account continued to carry a balance from billing cycle to billing cycle, for periods ending June 12, 2016, through March 13, 2017, $2.00 minimum interest was charged each month.  My review of this matter found that all interest was correctly charged in accordance with the Credit Card Agreement.  You can avoid paying interest on your purchases if you pay the new balance in full by the due date as shown on your billing statement each and every month.   Your November 11, 2016, billing statement had a balance of $89.73, with a $27.00 minimum payment due December 9, 2016. When no payment was received by the due date a $2.00 late fee and $2.00 in interest was charged.  The $2.00 minimum interest that appeared on the billing statement for the period ending January 13, 2017, with a due date of February 9, 2017, was for interest charged on your account balance between the last bill date of December 13, 2016, and the date (January 9, 2017) that we received your $2.00 payment.  When no payment was received by the February 9, and March 9, 2017, due dates, $2.00 interest was charged each month.    Although these fees were properly charged, on March 14, 2017, $6.00 in interest was removed as a courtesy, bringing your account to a zero ($0.00) balance.  I apologize if you were given any misinformation by the associate.  I have forwarded your comments to our Customer Service Manager so they can follow up with the appropriate action.   [redacted], I hope this letter clarifies any additional questions you had regarding the interest charges.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Customer Service Manager

October 01, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
 
Dear [redacted]: 
 
Fortunately,
I did have the opportunity to speak with you on September 2*, 2015.
 
On
September 29, 2015 I did send this email to you,  "I am so very pleased to
inform you that the shipping address you use is no longer blocked. This review
is certainly in response to our request. I am sure other Macy's customers will
appreciate this as well.
 
We
could replace one of your orders, or order at your convenience going forward.
Please let me know if you have any further questions or concerns."
 
If I
may be of further assistance in this matter, please do not hesitate to contact
me at the telephone number listed below.
 
Sincerely,
 
 
 
Marjorie B.
Macy's Executive Office
[redacted] Extension [redacted]cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]
*         September 6, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy’s [redacted]...

[redacted] account ending in [redacted]   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.   Please accept my sincere apology for the frustration our coupon exclusions may have caused during your shopping trip to Macy’s [redacted] Store.  While we try to offer savings in as many departments as possible, unfortunately, it is not always feasible for us to discount every classification of merchandise.  Every coupon states, 'some restrictions apply' and lists the specific exclusions on the coupon.  Be assured that Macy’s does not participate in deceptive business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with all applicable laws.    Upon researching this matter, I contacted the Store Manager of our Macy’s [redacted] Store, and was pleased to learn that they had reached out to you and the merchandise was considerably discounted.  I confirmed that the discounted amount of $106.93 was applied to your Macy’s [redacted] account noted above, resulting in a credit balance for this amount.  You may use this towards future purchases or we will send a credit balance refund check if the credit has been on your account for sixty (60) days.  If you prefer that a check be mailed sooner, please contact our Customer Service department at the telephone number on the back of your Macy’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,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  VP Store Manager, Macy’s [redacted]        [redacted], Revdex.com

[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnat, OH
45202Dear [redacted]: I received the complaint for [redacted]
[redacted] regarding ID [redacted]. The customer stated that she has been
inconvenienced by the delay in receiving an item that is on backorder, as well
as having issues with her...

online bill payment on macys.com. I contacted the
customer and she stated that she no longer desires the item that is on
backorder. I attempted to resolve her issues with online bill payment by walking
through the steps she takes with her to recreate the scenario and I partnered
with our systems department for assistance. More information was needed, and I
left a message for the customer to contact me. Since then, I have not been able
to reconnect with the customer via the phone, so I sent her an email asking her
to contact me. Macy's considers this issue resolved until I hear back from the
customer, at which time I am ready to assist.
Sincerely,Colette O.Macy's Executive
Office###-###-#### Extension [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 was a victim of identity theft last year. I filed a police report with the [redacted] Police Department when this happened and notified all credit bureau's. Again, this is not my charge and needs to be removed from my account.
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. 
Regards,
[redacted] I reject this because it settles nothing and still doesn't answer the question of who made the original purchase... I paid the original balance thinking that I made the purchased but I don't think I did after doing my own research......

[redacted]   [redacted]     July 13, 2016   [redacted]
[redacted]
[redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy’s account ending in [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 on behalf of Department Stores National Bank.   We sincerely regret any frustration you may have been caused when attempting to process an online payment, and when calling to resolve the returned payment issue.  As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous associates 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 gives us the opportunity to follow up with the appropriate action.   Upon review of your account, I found that the payment you made by phone on April 25, 2016, was returned as “unable to locate” (which usually happens when the checking account number is incorrect).  I apologize for any miscommunication that may have caused this matter to occur.  On July 7, 2016, a credit for a partial late fee of $19.00 was posted to your account as a courtesy to you during your telephone conversation with a representative.  As a further gesture of our goodwill, on July 11, 2016, I removed the remaining $18.00 late fee from your account.  As of the date of this letter, your balance is $64.20.   [redacted], thank you for bringing this matter to our attention and allowing us the opportunity to respond.  If I may be of any further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]  [redacted]       October 10, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]   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.  Please accept my sincere apologies for any frustration or inconvenience this issue may have caused.   Upon review, I confirmed that it is not Macy’s, or any affiliate of Macy’s that has been calling you with the allegations you describe receiving during several phone calls.  At this time, our records indicate there is no Macy’s account on file, and our collections department has no record of any recent dialing activity to the phone number ###-###-####, which was provided in your complaint. If you can provide the phone number displayed on your Caller Id, I am happy to investigate further.    Thank you for the opportunity to address your concerns.  If I may be of further assistance to you in the future, please do not hesitate to contact me at the phone number listed below.   Sincerely,       Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Dear 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 for the following reasons:1. The dates of the payments and amounts listed in their accounting spreadsheet are not correct;  namely full payment on the account had been made in December of 2010, which was not reflected in that. 2. The address that they indicated was on the statements over the phone and to the credit bureaus was incorrect, thus the statements had not been received. 3. The information being reported to the credit bureaus does not match what they are now indicating, and contains numerous contradictions and errors. According to the FCRA, they are required to make sure what they are reporting is accurate, for which they have not.4. A debt validation letter had been sent to Macy's by certified mail on 7-10-2017 (see the attached) requiring them to provide full documentation for the account within 30 days as per the Fair Debt Collection Practices Act (FDCPA), which they failed to do.  According to that, they are required to delete the account with the credit bureaus. I will be following up on their failure to follow this law. 5. Macy's has not provided any offer for resolution, only insisting they made no mistakes. There are literally thousands of complaints just like mine (including on your website, ConsumerAffairs.com, and others that can be found with a simple [redacted] search) which report nearly identical experiences and treatment by Macy's. I have therefore decided to join a class action suit regarding their erroneous and unfair billing and credit practices. It is unfortunate that this was not resolved, but I sincerely thank the Revdex.com for their assistance. Regards, [redacted], [redacted].       
     * Has the company addressed the issues of this dispute?       * If not, why?       * If an offer of resolution was made, has the company fulfilled the proposed offer? 
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.   As soon as I receive my Macy's Credit Card Statement in the mail showing a corrected, zero balance, I would like to keep the case open. I have not yet received the bill showing that no amount is due. Thank you.
Regards,
[redacted]

January 2, 2017
[redacted]Marketplace Resource ConsultantCincinnati Revdex.comre: Revdex.com Compliant ID [redacted]Dear [redacted]: Dear [redacted]: I am in receipt of complaint ID: [redacted]. I have spoken to Ms. Hasty and we have addressed all issues to her...

satisfaction. Based on this information, Macy's considers this matter closed and resolved.Thank you. cc: [redacted] Steven A. « Presidential Liaison « MCCS Executive OfficesMacy's Corporate Services, Inc.9111 Duke Blvd, Mason, Ohio 45040Phone: ###-###-####  Email: [redacted]Hours: Monday through Friday 9:00am-5:00pm EST