Macy's

October 4, 2017   [redacted]  [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 (DSNB).  Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   With respect to the interest charged to your account, per the DSNB Credit Card Agreement, if you have been paying less than the Total New Balance on your Revolving account, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement. You can avoid being charged interest by paying your New Balance in full every month by your payment due date.    In review, your billing statement for the period ending May 24, 2017, had a New Balance of $144.29 with a minimum payment of $27.00 due by June 20, 2017.  When you did not pay the New Balance of $144.29 in full by this payment due date, interest began to be applied to your account.  The $1.00 interest charge you are referring to was interest for the money loaned to you for the days between your statement closing date (August 24, 2017), through September 20, 2017, the date your $19.93 payment was applied to the account.    Although the fee was properly charged, on September 28, 2017, I removed the $1.00 interest charge resulting in a zero ($0.00) balance on the account.       [redacted], thank you for bringing this matter to our attention and allowing me to respond.  If I may be of further assistance, please call me at the telephone number listed below.   Sincerely,    Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

September 24, 2015 
 
 
[redacted] 
[redacted]
[redacted]
 
Re:  RevDex.com complaint ID #[redacted]
        Macy’s [redacted]
[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.  Since I had responded previously, I was asked
to review and respond to your continued concerns on behalf of Department Stores
National Bank.  Thank you for the
courtesy you extended in our telephone conversation on September 17, 2015. 
 
As I informed you on our telephone call, I contacted our
Fraud Claims department about your request to also have the charge of $29.99, dated
March 16, 2015, from [redacted]
removed from your account.  This letter
will confirm that the charge was removed and your account balance is now zero
($0.00). 
 
Thank you for allowing me to respond and resolve this matter.
 If I may be of any additional
assistance, feel free to contact me at the number listed below.
 
Sincerely,
 
 
Michael J.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com   [redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

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]  Sorry, you were unable to reach out to me, I cannot take personal calls at work. Regarding this order, that' not my fault macy's has a messed up system. I placed the order on March 3rd, please see attached and then I received the email saying that my order couldn't be processed, I called back macys' and confirmed the details. I am not sure what you did after and what oder number you used, it doesn't show up on my macy's account so I can only use the information you provided. Anyway I used the gift card and my macy's credit card to pay for this order and the full amount was charged for that and I returned the merchandise that I received. Please refund me in full and not $40. Thanks

June 22, 2016 [redacted]  
[redacted] 
[redacted]  Re:  Revdex.com Complaint [redacted]        Macy’s account ending in [redacted] Dear [redacted]:  We are in receipt of your reply to our response to the Revdex.com and forwarded to Macy’s Executive Office.  I was asked to review and respond to your continued concerns on behalf of Department Stores National Bank.  I regret that you feel our original response did not fully address your complaint.  Our position as outlined to you in our correspondence dated May 12, 2016, has not changed.  As stated in that letter, we have no record of your account ever being enrolled in automatic payments.  We have no account notes indicating telephone calls were received by our credit offices in October 2015.  The subsequent late fees and interest charges are being properly assessed to your account in accordance with the Department Stores National Bank Credit Card Agreement, and we must decline your request to remove any additional fees.  As of the date of this letter, your account is closed with an outstanding balance of $322.98 and a minimum payment due of $263.42 (including a $216.00 past due amount) is due by July 8, 2016.  We regret any frustration this matter may have caused you.  If I may be of assistance on another matter, feel free to contact me.  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 have determined that this does not resolve my complaint.  Macy's recent response states that they have previously addressed my concerns in previous correspondences dated February 2, 2016, March 20, 2016, and April 1, 2016. Even though Macy's acknowledged receipt of my correspondence, and somewhat addressed my concerns, I have not had any sort of response to my letter that I sent to them via certified mail dated April 5, 2016.I did receive a "Corrected" [redacted] yesterday in the mail. I do not know what is "Corrected" about it as I never received the original [redacted] in order to compare. I only knew about the [redacted] from my transcript sent to me for the IRS.Macy's seems to believe that they have sent in correct information to the [redacted] in regards to 2014 tax year when in fact they have not.In my letter to Macy's Executive Office dated April 5, 2016 I sent detailed reasons with documentation as to why the information they have reported for 2014 tax year is incorrect. I have received no response to that letter, which has now been a month since I sent it to them.Any Cancellation of Indebtedness that there may have been, should have been in some other year long before 2014. Macy's is incorrect that the date of the "identifiable event" was in the year 2014, and therefore issuing a [redacted] for 2014 tax year.I dispute this and will continue to dispute this. In my April 5th letter, there is substantial documentation proving that any "identifiable event" would have been in some previous year, long before 2014. They are in error reporting [redacted] for 2014.I would appreciate this matter being resolved by Macy's realizing the [redacted] issued for 2014 is in error and retract/void it form the IRS.
Regards,
[redacted]

January 18, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted]   Dear [redacted]:   We are in receipt of the...

complaint filed by Haiyun Hou on your behalf 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.  Because this is an individual account in your name only, I am addressing my response directly to you.   In researching your account, our records confirm on May 24, 2016, you made a jewelry purchase with a twelve (12) month deferred interest promotion.  On August 23, 2016, the balance was withdrawn from your checking account in the amount of $2,171.98.  On September 8, 2016, you requested to reverse the payment and informed the representative that you will continue to pay monthly.  The balance was added back to your account, but it was processed incorrectly and did not defer the interest monthly.  I sincerely apologize for this error and any frustration or inconvenience it may have caused.   I am pleased to inform you that on January 17, 2017, I have corrected the account jewelry purchase balance of $1,230.00 and placed this amount back on the deferred interest plan.  As a reminder, this balance will need to be paid in full by May, 24, 2017, to avoid paying the interest when the promotion expires.  We have also credited your account $119.34 in interest charges and $27.00 for the return check charge.  As of the date of this letter, your account balance is $1,447.50 with a minimum payment of $55.98 due by February 4, 2017.  Please note that your revolving balance ($217.50) is subject to interest when you carry a balance from month to month.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.    [redacted], thank you 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,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
October 23, 2015
[redacted]
Re: Revdex.com
Complaint # [redacted]
Dear
[redacted]: 
Thank
you for the courtesy extended...

during our conversation regarding the RevDex.com complaint you had filed. 
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
sorry that your payment was not applied to your account, and you had to send us
multiple copies of your bank information for our Billing Adjustments Department
to research your missing payment.  We
have applied your $80.06 payment from September 4, 2015.  This payment will appear on your next billing
statement.
Regarding
the late fees and interest charged on your account, my research confirmed that
you were charged a total of $63.00 in late fees and $4.37 in interest
charges.  On October 13, 2015, late fees
totaling $32.00 and $2.00 in interest were reversed.  I have adjusted the additional $33.37 and
since you made the $107.06 payment, these adjustments resulted in a $146.89
credit balance.  I have taken the liberty
of requesting a Credit Balance Refund Check for this amount. You should receive
this at the billing address listed above in 7 to 10 business days.
[redacted], I hope you
will view this as an isolated incident and allow us the opportunity to renew
your faith in Macy’s.  As a gesture of
goodwill, I have enclosed a $25.00 gift card to use at any of our stores or
online at macy’s.com.  If I may be of
additional assistance, feel free to contact me at the telephone number listed
below.
Sincerely,
Andrea H.
Macy's Executive Office
###-###-####
Enclosure - mailed under separate cover 10/23/15
CC: [redacted], Revdex.com

To Revdex.com: Regarding complaint #[redacted].  I talked with Sharon W. from Macy,s in November asked if she would send me an email explaining how I owe $ 558.05 plus another$1,177.18 for 2 mattresses and I only have one.  She never sent it, neither did she call.  I called her on 12/19/16 and left a message asking her to send me her email address so I could email her and B.B.B. hoping that I can hopefully get this behind me. I have been trying to get this issue behind me for almost a year. I don’t have $ 558.05 to just give Macy’s. I am retired and live on a fixed income. [redacted]ID # [redacted] Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The business has corrected the issue and the $4.00 has been refunded and the total charged for the order is now at $12.00 which is correct, so I am satisfied with the response and resolution.
Regards,
[redacted]

[redacted]   [redacted]
    August 16, 2017   Revdex.com   RE: [redacted] - Case # [redacted]        Revdex.com ID # [redacted]       ...

Macy’s Account ending in [redacted]   To whom it may concern:    I am in receipt of [redacted] most recent complaints filed with the [redacted] (CFPB) and Revdex.com (Revdex.com) forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to her concerns on behalf of Department Stores National Bank (DSNB).  As [redacted] has requested that we not contact her regarding her account, we are addressing our response to the CFPB and Revdex.com directly.   I was disappointed to read of the problems [redacted] expressed regarding her communication with “Ms. G”.  Our customers’ comments are important to us, as they provide us an opportunity to follow up with the appropriate action.  Therefore, I have forwarded [redacted] feedback to the proper management.  Please be assured that the Bank does not participate in dishonest or deceptive business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with applicable laws.    Our records indicate that [redacted] has contacted us previously regarding the above-referenced Macy’s account.  As explained in our past letters dated May 1, 2017, and July 17, 2017, (copies enclosed) [redacted] was advised to contact [redacted] Collections Department no later than May 18, 2017, to arrange a payment assistance plan to prevent her account from being charged off and placed with a third party collection agency.   We received a phone call on May 3, 2017, and in an attempt to provide assistance, payments were set up in accordance with our payment plan guidelines.  Our records confirm that [redacted] called back on May 18, 2017, and changed the payment date from May 20, 2017, to May 23, 2017.  Records confirm that she advised the representative who assisted her that she was supposed to have unemployment income that week, but she was just advised that it would be delayed.  The representative changed the date for the payment and also advised her it was still possible the account would charge off.  The agent closed her notes by stating that [redacted] would call back if anything changes.   We received a $67.00 payment from [redacted] on May 23, 2017, but it was returned on May 26, 2017, due to Non-Sufficient Funds (NSF).  When a payment is returned due to NSF, our system codes the account as if the payment was not received.  A replacement payment of $67.00 was made over the phone on May 31, 2017; however, this payment was also returned when a stop payment was placed on it.   On June 3, 2017, we received a third $67.00 payment, and this payment was also returned on June 7, 2017, for NSF.  Unfortunately, when the first payment was not received by the payment due date on May 20, 2017, and all replacement payments were returned, the payment plan defaulted and the account was charged off with a balance of $3,711.09 on June 25, 2017.  Should [redacted] have any further questions, or if she would like to make a payment, her account is now being handled by [redacted]).  She may contact them directly at ###-###-####.     Regarding [redacted] issues regarding her telephone numbers on her account, I would like to clarify that her number ending in [redacted] has always been attached to her Macy’s account. However, our records indicate that the number ending in [redacted] was also attached to the account and was listed as her primary phone number.  Our records further indicate that, on March 15, 2017, our system systematically updated the primary phone number ending in [redacted] to the number ending in [redacted] because, when we attempted to reach her at the number ending in [redacted], the number ending in [redacted] was not valid or not in service.  I apologize if this information was not properly or completely communicated to [redacted] in our previous responses to her complaints.   Regarding [redacted] request to reverse the fees and interest on the account, it is not the Bank's policy to remove any delinquency unless it occurred as a result of a bank error.  My review shows that all fees were properly applied; therefore, we are unable to accommodate her request.   We are sorry for the continued frustration this has caused [redacted], but we are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  If she has questions, she may contact me at the telephone number listed below if she chooses.     Sincerely,     Cory E. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures:   cc: [redacted]         [redacted]

Unfortunately their solution still appears to put the responsibility on me to fix a problem they were completely responsible for.  I was re-issued new cards on both sides of the account, the store card as well as the [redacted] side after the original fraud problem. And that was fine they transferred all information on the old card except for the fraud amount on both of the new cards. But approximately six months after I thought things were beginning to be settled someone in one of their departments reopened the fraud account. Totally illegal. I was already having issues with the credit reporting agencies because of Macy's handling the fraud issue and it was showing me being late with payments and not paying late fees on the fraud activity on the original store card. [redacted] was resolved in a matter of weeks from the initial charges. After their reopening of the fraud account I was once again having issues with them resolving this new problem. Their solution was they closed not only the original card AGAIN but then closed the new store card they had sent me. This just added to more problems with the credit agencies. Then they told me they would not re-issue me another store card but I could reapply for a new one, as well as the [redacted] card, which would have been an additional hit to my credit report.And this is what they are still telling me I need to do. NO I do not believe this is a solution to a situation they are completely responsible for. Because now that would put me reapplying for two credit accounts also effecting my credit again.They need to take responsibility for their mistakes which have done nothing but cause me problems now for roughly 3 years. They need to fix this, not me. I'm having to forfeit a card I use regularly in the [redacted] card because of the store card that had fraud and they closed the account on the card I had been sent to replace that card, a card that they had already supposedly closed before when they told me I would have to reapply for another store card. No I am not satisfied with their solution.

[redacted]   [redacted]
October
14, 2015
[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.  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 apology
for any frustration you may have experienced while trying to close your above
referenced Macy’s account.
Be assured that the problems you described are not
typical of the level of quality customer service that we strive to
provide.  Macy’s goal is to have
professional and knowledgeable associates available, so that all of our
customers’ questions and needs are addressed and resolved efficiently.  For that reason, we truly appreciate the time
you took to share your feedback, as it directs our attention to areas in which
we can improve our service quality.  
With regret, I confirmed that your account was
closed on August 23, 2015, as you requested. 
Although interest fees were properly charged, as a courtesy, on
September 29, 2015, I applied a credit of $4.00 to your account.  As of this date, your account has a zero
($0.00) balance. 
[redacted], we value your business and we are
sorry this misunderstanding may have jeopardized our relationship.  If I may be of further assistance, please do
not hesitate to contact me at the telephone number listed below.
Sincerely,
Tamalla
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted] Revdex.com

November 30, 2016[redacted]re: Revdex.com Complaint ID #[redacted]Dear [redacted]: I am in receipt of your complaint forwarded to us by the Revdex.com. As a representative of Macy's Executive Office, I was asked to review and...

respond to your concerns. Thank you for your courtesy when we spoke on November 30, 2016.On behalf of Macy's, please accept my sincere apology for any inconvenience you experienced as a result of the authorization holds placed on your account. Our records show that on November 23, 2016, you placed an order online which totaled $65.61. As you know, when an order is placed online or by telephone, the amount of the order is wired electronically to your credit card's issuing bank. The bank will place an authorization hold on your account for the amount of the purchase pending the actual charge. The amount of time for a hold to be released can vary from one bank to another. Additionally, it is possible that an order can generate multiple authorization holds. However, 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 amount we actually charged was $43.18 for the first shipment. The second shipment was not due to be shipped out until January 10, 2017 so it would not be charged $22.43 until the shipment date. The authorization hold would stay on the account until the second shipment is shipped or cancelled to ensure that funds are available when the item is ready to ship. Due to the hardship and inconvenience, we have cancelled shipment 002 for [redacted] with your approval on November 30, 2016 so that the authorization can drop off. The authorization hold will drop off depending on your credit card's issuing bank timeframe. We have replaced the order for the [redacted] on Reservation number [redacted] at no charge to you. [redacted], thank you for bringing your concerns to my attention and giving me the opportunity to respond. If you have any additional questions regarding the authorization holds process or your order, please feel free to contact me at the telephone number listed below. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]cc: [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. Please forward the following message to Macy's:[redacted] - I received your voice mail left about a week ago advising you would help me get through to Plentis and complete the registration of my Plentis account.  Here's the problem.  I work full time, in a demanding job that often requires overtime, and sometimes travel.  I have already made several phone calls to Macy's and spent at least 1-2 hours on the phone waiting on hold and then talking with various Macy's reps.  I cannot call you during business hours because I work full time and I can't call you after business hours, can I.  If and when I find I have the time to make yet another call to Plentis and/or Macys to get this resolved, I'll try to get it resolved, now that I have my Plentis account number.  Meanwhile, I've given up, and I won't be shopping at Macy's anytime soon - if I ever shop at Macy's again.The hassle, frustration and aggravation of dealing with Macys is just not worth it.  No wonder your stock is plunging.  Macy's really needs to consider whether partnering up with an outside vendor to offer so-called "benefits" was a good idea.  Because the "benefit" is just a lure to get more customers, who unknowingly and unsuspectingly will discover it's such a hassle to deal with and use that ultimately, it's not worth it.  In the end, Macy's may generate more bad will than good will with this sales "tactic".  Macy's really should think this over.  Yours most very sincerely,
[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]

June 28, 2017   [redacted]   Re:  Revdex.com complaint ID [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 concerns on behalf of Department Stores National Bank. Please accept my apology for any inconvenience this situation may have caused and for the service you described receiving. While I would have liked to speak with you personally about this matter, my attempts to reach you were unsuccessful.   I contacted a Macy’s internet administrator about your inquiry and can confirm that your macys.com profile has now been deleted from our records. While the process may take 7-10 days to be completed, this letter will verify our actions.   [redacted], I 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

We are in receipt of [redacted] rebuttal. After review of this matter, we will be happy to provide an appropriate discount from the suggested retail price of an alternate piece of luggage. As previously stated we cannot match the price nor the discount percentage of a close-out item, but we will be happy to work with [redacted] on an acceptable compromise. We look forward to [redacted] selecting an alternate item and she can contact us at ###-###-####. Based on the above, we consider this matter closed. Thank you.

February 23, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I am in receipt of [redacted] complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to his concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have, however, left...

him a message regarding his concerns. I have informed [redacted] that his credit card has been refunded in the amount of $83.46. This amount should have already posted to his account. We have responded to all concerns and consider this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Dear [redacted], I have been in contact with the customer [redacted] Complaint ID [redacted]. At this time, the customers concerns have been addressed and the customer is satisfied with the outcome. Based on this information, Macy’s considers this matter to be closed and resolved. Thank...

you,Kristin T.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax ###-###-####

May 19, 2017[redacted]Re: Revdex.com Complaint ID [redacted] Macy’s account ending in [redacted] (formerly ending in [redacted]) Dear [redacted]: I have received your most recent comments regarding the complaint you filed with the Revdex.com. As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to address your additional concerns. I apologize if you feel my previous responses did not adequately address your concerns.As stated in previous responses (copies enclosed) after a thorough investigation by the store, we confirmed the purchase was made on your Macy’s account and no cash/debit card transactions were found for this purchase. In addition, I applied a credit to your account, as a courtesy, for the late fees and interest that accrued prior to January 2017. A request was made to remove any delinquency reporting to your credit report for the time period of July 2016, through January 2017. You were also advised that no further late fees or interest would be credited to your account and that the balance was validated and due. As of the date of this letter, your account balance is $381.93 with a minimum payment of $143.04 (of which $94.00 is past due), due by June 4, 2017. On March 9, 2017, as a gesture of goodwill, I removed a $27.00 late fee and a $4.57 interest charge that were assessed on January 4, 2017, and confirmed no derogatory was reported on your credit report for January 2017. A payment of at least $143.04 is required by June 4, 2017, otherwise the system will close the account automatically for missing four (4) consecutive months of payments.  [redacted], I hope that you can understand our position on this matter although it may differ from your own. Please do not hesitate to contact me at the telephone number below if you need assistance on a different matter. Sincerely,Alison G.Macy’s Executive Office###-###-#### Extension [redacted]EnclosuresThe Macy's card is issued by Department Stores National Bank.This is an attempt to collect a debt and any information obtained will be used for that purpose.     P.O. Box 52184 Phoenix, AZ 85072-2184cc: Tina Geers, Revdex.com