Macy's

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 your reference, details of the offer I reviewed appear below.Macy's not trying to do anything. My credit score is still 722 and it was 764 before. Becuase of Macy's mistake, I couldnt get mortgage with disired rate so I cannt buy house this summer, they dont have to pay anything just because that's not their practice?Regards,Jun Ma

They have not honored what Marjorie told me. The resolution that we discussed haven't happened.

May 4, 2016 [redacted] 
[redacted] 
[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.  As a...

liaison, I was asked to review and respond to your inquiry.  Thank you for the courtesy you extended in our telephone conversations.  I again offer my sincere apology for any misunderstanding there may have been regarding your gift card and for the service you described receiving.  As we discussed, there is nothing that would prevent your gift card from being accepted for a purchase, either in a Macy’s store or online at macys.com, and it does not expire.  However, as a courtesy to you, we have processed a refund to you for the remaining value of your gift card, $36.70, as you requested in your complaint.  Please allow approximately 10 business days to receive the check in the mail.  Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future.  Please feel free to contact me at the telephone number shown below if I may be of assistance on another matter in the future.  Sincerely, Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]  cc: [redacted], Revdex.com

[redacted]   [redacted]
October 13, 2015
[redacted]
[redacted]
[redacted]
Re: Macy's Store Account ending in [redacted]
Dear [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.
I understand that you are disputing the validity of the charges on your above referenced Macy's account, as you were living in [redacted] during the time of the transaction.  As stated in my previous correspondence, dated September 29, 2015, (enclosed), we require a completed Statement of Fraud form, as well as two (2) forms of identification to review your claim.  For your convenience, I have enclosed another copy of the Statement of Fraud.  Please send the completed Statement of Fraud, along with a copy of a police report and two (2) forms of identification to the address listed above to our attention.  Once we receive this information we will be able to begin a fraud investigation of the above referenced account.
[redacted], thank you again for bringing this matter to our attention and allowing the opportunity to respond.  If we may be of further assistance, please feel free to contact us at the address listed above.
Sincerely,
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc: Revdex.com
    Complaint ID: [redacted]
    [redacted]

[redacted]   [redacted]
January 5, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's 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 (DSNB). 
I apologize for any inconvenience you may have experienced.
I understand
your desire to improve your credit report by requesting that we modify the
payment history associated with the above referenced Macy's account.  It is not the Bank's policy to remove any
delinquencies from your credit report, unless it occurred as a result of a
billing dispute 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, I found the information we
reported to be correct.  Our records
indicate we did not receive payments on the account for the May, June, August,
and September 2012 bill dates. 
The
billing statement for the period ending May 28, 2015, had a $180.29 balance,
with a $25.00 minimum payment due by June 28, 2012.  When no payment was received by this date,
your account was charged a $25.00 late fee and $3.79 interest charge in
accordance with the terms of the DSNB Credit Card Agreement.  The billing statement for the period ending June
28, 2012, had a $209.08 balance with a $75.00 minimum payment (including a
$25.00 past due amount) due by July 28, 2012. 
When no payments were received, your account continued to be charged late
fees and interest, and was reported as thirty (30) days past due to the credit
reporting agencies.  We received your
payment of $135.00 on August 28, 2012. 
Your account was charged $5.13 in interest which resulted in a balance
of $118.46 with a $25.00 minimum payment due by September 28, 2012.  When no payment was received by the due date,
the account was charged $25.00 late fee and $3.51 interest.  Those fees plus your new purchases of $83.83
resulted in a new balance of $230.80 with a $75.00 minimum payment due by
October 28, 2012.  When no payment was
received by this due date, the account was charged a $35.00 late fee and $4.69
interest resulting in a new balance of $270.49 with a $135.00 minimum payment
due by November 28, 2012.  We received
your $140.00 payment on November 9, 2012, resulting in a new balance of $134.28
with a $25.00 minimum payment due by December 28, 2012.  Copies of your statements from the billing
periods ending May 28, 2012 through November 28, 2012, are enclosed for your
reference. 
Your
monthly billing statements were sent to 1012 Willow Avenue, Apartment 4,
Hoboken, NJ 07030, which is the address that we have on file for you as your
billing address.  We had no record of
mail being returned as undeliverable by the US Postal Service until November
2014.  Please note that if your address
has changed, per the terms of the DSNB Credit Card Agreement, you agree to
notify us promptly in writing if you move or call Customer Service to provide a
change of address.
[redacted]
[redacted], unfortunately, we are unable to accommodate your request to remove the
delinquency from your credit report.  We
are sorry to disappoint you and hope that you understand we are required to
adhere to specific policies and procedures so that all of our customers are
afforded fair and consistent treatment. 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 contact me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosures / mailed Jan. 6, 2016
cc:  [redacted],
Revdex.com

August 8, 2017     [redacted]   Re:  Revdex.com, Complaint ID [redacted]   Dear [redacted]:    I am in receipt of your complaint filed with the Revdex.com.  As a...

liaison in Macy’s Executive Office, I was asked to review and respond to your concerns.   We strive to offer our customers a wide selection of quality made merchandise that meets their expectations.  Our goal is to have professional and knowledgeable associates available to our customers, so that their needs are addressed and resolved efficiently.  Thank you for taking the time to share your feedback as it directs our attention to areas in which we may be able to improve our services.    We want you to be satisfied with your purchases but understand that sometimes an item needs to be returned. To accommodate these situations, we will accept returns or exchanges for merchandise in saleable condition and within one year of purchase.  Items that have been altered or custom fit are not considered resalable. Some exclusions apply, and they are listed in the corresponding departments.  With either the original receipt or the original form of payment used to make the purchase, you will get a full refund in the original payment tender.   In reviewing our records, I was able to find your April 12, 2017, transaction, where you purchased a [redacted] Suit Coat and Pants, as well as an [redacted] “Petite Sequin” lace gown.  After tax, your total purchase amount was $397.14.  On May 1, 2017, you returned the gown and a refund (including tax) was placed to your [redacted] Card in the amount of $147.03.    I am sorry to learn that you feel our associate did not make the right decision when you attempted to return your suit jacket and pants.  Unfortunately, it is unclear what took place at the time you attempted to return your items and we cannot be sure what associate declined your return.    Upon receipt of your complaint, I forwarded your concerns to Mr. Richer L., Vice President Store Manager of Macy’s at [redacted] for further review.  I was pleased to learn that you and Mr. L. were able to have a telephone conversation on August 3, 2017, and that once you are able to locate your suit jacket and pants, Mr. L. or a member of his management team will be happy to evaluate your items for return. The [redacted] Executive Office can be reached directly at ###-###-####, Extension [redacted].   Thank you for allowing me the opportunity to respond to your concerns. Please feel free to contact me at the telephone number listed below if I may be of further assistance to you.   Sincerely,    Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com       Mr. Richer L., Vice President Store Manager – Macy’s [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.  My minimum payment amount should not be $80.50, it should be no more than $ 30.00.  So why is it still showing the incorrect minimum payment amount.
Regards,
[redacted]

May 23, 2016 [redacted] 
[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.  Please accept my apology for the frustration this situation regarding your account may have caused.  Be assured that the service you described receiving is not indicative of the high level of customer service we strive to provide.  My review of your Macy’s [redacted] account confirmed that on April 11, 2016, during a conversation with a credit department associate, all of the fraudulent charges, $380.00, were removed from your account.  Also, all late fees and interest charges were removed, totaling $82.43.  Your account balance is now zero ($0.00).  In addition, we have removed the delinquencies associated with this situation from our records and directed the credit bureaus to correct their records as well.  Please allow the bureaus thirty (30) days to make the necessary changes.  We sincerely regret any inconvenience you may have experienced with our efforts to contact you regarding your Macy’s [redacted] account referenced above.  Telephone calls from our collections department ceased as of April 11, 2016.  As directed in your complaint, I have closed your account as of the date of this letter.  [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter in the future, feel free to call me at the telephone number noted below.Sincerely, Michael J. Macy’s Executive Office ###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

March 5, 2018[redacted] RE: Revdex.com Complaint # [redacted]Macy's Account ending in [redacted] (closed) Dear [redacted]:I am in receipt of your Revdex.com complaint filed on the above referenced complaint number and forwarded to Macy's Executive Office on your behalf. As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.In reviewing your account, I found the account balance to be an agent error. When you submitted the Revdex.com complaint in 2016, all fees and interest charges were removed. Unfortunately, fees and interest were not held resulting in a $2.00 minimum interest charge. Additionally, late fees and interest were calculated and totaled $139.36. Please be assured that I have removed all late fees and interest charges.After reviewing this matter, because the delinquency reported was solely the result of interest charges and late fees, we have requested that the credit reporting agencies update their records and delete any history of delinquency from September 2016 to current date. This letter serves as confirmation that Macy's has submitted a request to all three (3) credit reporting agencies (Experian, TransUnion and Equifax) to remove the delinquencies on your account. Please allow thirty (30) days from the date of the enclosed letter for the credit reporting agencies to update their records. In addition, the Macy's account referenced above is closed and as of the date of this letter your account has a zero ($0.00) balance.[redacted], thank you for bringing this matter to my attention and allowing me the opportunity to respond to your concerns. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,Rachel R.Macy's Executive Office ###-###-#### Extension [redacted]

[redacted]   [redacted]
December 04, 2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com ID...

#[redacted]
            Macy's [redacted] ending [redacted]
On behalf of Department
Stores National Bank: 
Contact Date with Customer:  December 2,
2015
Complaint Summary:  [redacted] disputed charges
of $47.68 made on July 11, 2015.  She
reported her card lost and disputed charges but the charges have not been
removed. 
Resolution:  I called [redacted] and apologized for the
delay and any frustration trying to resolve this issue.  I advised her we had been able to verify the
charge was not hers and as of today the charges have been removed.  She should see the credit on her next month’s
statement.  She stated she feels the
issue has been resolved.  I thanked her
for speaking with me today. 
Rhea B.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

January 11, 2017[redacted]Re: Response to Revdex.com Complaint ID: # [redacted]Dear [redacted]: This letter will acknowledge receipt of your recent inquiry addressed to the Revdex.com. Thank you for the courtesy when we spoke on...

01/10/2017.Please accept my apology for the disappointment you had with receiving credit for returns. I was able to review the orders in question and it appears credit has been issued for the 6 shirts 12/27/2016 on order number [redacted]. The credit was partially placed back to your [redacted] account and partially to a gift card. As we discussed, I am processing that gift card back to your [redacted] account.Upon review of the second order in question, order number [redacted], I do see that a request was issued to have the gift card funds transferred back to your original form of payment and I am checking on the progress and will update you.   I am also sending you a gift card due to your inconvenience.Thank you for bringing this matter to my attention and giving me the opportunity to respond. We hope you will consider this an isolated incident and continue to shop at Macy's. Please do not hesitate to call me at the telephone number listed below if I can be of further assistance. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]CC: [redacted]

[redacted]   [redacted]
February
5, 2016 
[redacted]
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint ID
[redacted] 
        Macy’s account ending...

in [redacted] 
Dear
[redacted]: 
I
am in receipt of your complaint filed with the Revdex.com and
forwarded to Macy's Executive Office where as a liaison, I was asked to review
and respond to your concerns on behalf of Department Stores National Bank.  Thank you for the courtesy you extended in our
recent telephone conversation.  Be
assured that the service you described receiving is not typical of the level of
customer service we strive to provide and we appreciate your bringing this
matter to our attention.
Our
records show that the checking account number you provided on November 4, 2015,
for a payment by telephone was incorrect and the payment was returned by your
bank.  When that situation occurs, the
checking account information we retain in our records is deleted, pending a
correction by the customer, which you provided on November 11, 2015.  I was also pleased to learn that you were
able to successfully enroll to manage your Macy’s account online on September
23, 2015.  As I mentioned in our call, other
options are also available to customers to make a payment, including through
macys.com, in any store location, or through your banks bill-pay service as
well. 
By
way of explanation, we have not received a payment to your account since
November 11, 2015, in the amount of $27.00. 
As of the date of this letter your account is delinquent and has been reported
to the credit bureaus as one month past due.
As
a courtesy to you and in the interest of customer service, I have removed two
late fees totaling $64.00 that were applied to your account.  Your account balance is now $1,504.49, with a
minimum payment of $123.87 due by February 4, 2016. 
[redacted], thank you for giving me the opportunity to respond. If I may be of any additional assistance, feel
free to contact me at the telephone number listed below. 
Sincerely,
Michael
J.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com   The 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.

February 1, 2018   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s coupon exclusions   Dear [redacted]:   We are in receipt of your complaint filed with the Better...

Business Bureau and forwarded to Macy’s Executive Office. As a liaison, I was asked to review and respond to your inquiry. Please accept my sincere apology for any inconvenience this situation may have caused. I was disappointed to learn of the difficulty you encountered when trying to use a coupon and for the level of service you described receiving from a Credit Customer Service associate.   Macy's is a company known for having great sales, promotional events, and updated assortments. We work hard to deliver high-quality products at an excellent value. While we offer a wide range of merchandise in our stores, some brands and items are not included in our coupon offers. We understand this may cause some disappointment when a customer would like to buy an item not covered by a coupon.   As you noted in your complaint, the coupon exclusions state that it “Excludes All…athletic clothing/shoes/accessories.” The Nike® sweatshirt you wanted to purchase is a part of that category. While we understand your frustration, we are unable to offer you the discount or store credit you requested.   Thank you for allowing me the opportunity to respond. I understand that this is not the resolution you were seeking but hope you can understand our position although it may differ from yours. In order to ensure the efficiency of operations, it is necessary to maintain and adhere to specific policies and procedures so that each of our customers nationwide receives fair and consistent treatment. We hope you will allow us the opportunity to exceed your expectations in the future. If I may be of additional assistance on another matter in the future, feel free to contact me at the number shown below.   Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

May 11, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com ID #[redacted]Dear [redacted]:  I am in receipt of your complaint filed with the Revdex.com.  As a liaison in Macy's Executive Office, I was asked to review and...

respond to your concerns.  Thank you for the courtesy extended during our telephone conversation on May 1, 2016, regarding the use of your gift cards.  Please accept my sincere apology for any frustration you may have experienced while trying to resolve this issue.Upon review of this matter, on December 24, 2015, you contacted us by phone to inquire why you were unable to use your gift card ending in [redacted].  On January 5, 2016, you contacted us by phone to inquire about the remaining balance on your gift card ending in [redacted].  The associate advised you of the hold and explained you would need to contact the reseller [redacted] and that we were unable to remove the hold.  On March 23, 2016, you contacted us by phone to check the available balance on your gift card ending in [redacted] and the associate informed you the hold was due to a dispute on the original purchased gift card and you would need to send in a copy of the original receipt to have the hold removed.  We are not affiliated with any third party gift card resellers and we do not authorize the sale of our gift cards through them.  Therefore, we are unable to accommodate your request to remove the hold on the three gift cards ending [redacted], [redacted], and [redacted].  For your convenience you may purchase our gift cards directly at any Macy’s store or at macys.com.  [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  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

April 25, 2016 [redacted] Re:  Revdex.com Complaint ID [redacted]          Macy’s account ending in [redacted]  Dear [redacted]:  I am in receipt of your complaint filed...

with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any inconvenience this situation may have caused.  As requested in your complaint, we have processed the credits to your account for the suit separates you returned by mail in February 2014 to the Macy’s [redacted] store but were not refunded, along with a refund of the postage fees.  The credits total $260.72 and are being applied to your Macy’s account noted above.  You will see these adjustments on your billing statement for the period ending May 18, 2016.  [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]

October 23, 2015
[redacted]
[redacted]
[redacted] 
Re:  Revdex.com complaint #[redacted]
        Macy’s account ending in [redacted] 
On behalf of...

Department
Stores National Bank:  
Contact Date with Customer:  October 21, 2015
Complaint Summary:  [redacted] states that she cannot access her
Macy’s account online to make a payment or view her account, and has been
trying for several days to have that fixed. 
Resolution:  I
called and spoke with [redacted].  I
offered our apology for her experience. 
She has now paid her Macy’s account in full to be done with this
problem. While she was thankful for our
response, she was extremely upset and will not be a Macy’s customer in the
future.  This closed her complaint. 
Michael J.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], Revdex.com

[redacted]   [redacted]   December 16, 2016     [redacted]   Re:   Revdex.com, Complaint ID [redacted]   Dear [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 (DSNB).   In researching your concerns, I found that we previously responded to a complaint you filed with the [redacted] regarding this same issue. I have enclosed a copy of that letter for your review.   To date, we have not received any copy of a credit report from you which would allow us to review this matter further.  Additionally, we do not have any record of you holding a Macy’s account or any account with DSNB. If you have any additional information that would allow us to research this matter further, you may send this information to my attention at the return address listed above.   Thank you for bringing this matter to our attention and allowing me the opportunity to respond to your concerns.   If I may be of additional assistance to you, please contact me at the telephone number listed below.   Sincerely, Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:  [redacted] Revdex.com

July 18, 2017   [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, 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 confusion there may be in this situation regarding the allocation of payments on your Macy’s [redacted] account, and for the level of service you described receiving.   The minimum payment shown on your billing statements is the payment amount required to keep the account current, according to your payment plans. As explained in a telephone call with Macy’s [redacted] credit customer service on June 9, 2017, in order to apply an extra amount of your monthly payments to your Special Event furniture purchase, your payments must be that amount, or more, in excess of the minimum payment due. Also, when you requested that a portion of your payment be moved to the Special Event plan, a late fee was assessed because then the payment applied to your other balances was less than what was required. This also caused the account to bill past-due, which increased the minimum payment required to bring the payments current. When your payments are brought up to date, the minimum amount due will decrease accordingly.   As a courtesy to you I have adjusted the late fee of $37.00 that was applied to your account on June 20, 2017. Your payment of $450.00 was received on July 14, 2017, leaving a payment of $19.65 due by July 20, 2017. As of the date of this letter your account balance is $7,447.87, with a credit limit of $9,100.00. Also, be assured that this situation has had no negative effect on your credit report.   [redacted], thank you for this opportunity to respond. If you need assistance on another matter, feel free to contact me at the telephone number noted below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]    cc: [redacted], Revdex.com

January 22, 2017  [redacted]  Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  I do apologize that you have not yet seen the credit post to your [redacted] account. There was a system error in our latest attempt. You should indeed view the credit within 10 business days. Thank you for allowing me to address this issue and for your courtesy when we spoke. In respect and consideration I am sending a Macy's gift card in a plain white envelope. Please do not hesitate to contact me if there are any further questions. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]