Macy's

[redacted]   [redacted]
*
February 8, 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 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.
Per
the enclosed Department Stores National Bank Credit Card Agreement, if you have
been paying less than the New Balance on your Revolving account balance each
month and you then decide to pay your balance in full, 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. 
The minimum interest charge is $2.00. 
This interest charge is for the money loaned to you during that period,
and will appear on the next month's billing statement.  My review of this matter found that all
interest was correctly charged in accordance with the Credit Card
Agreement.  As of November 15, 2015, your
account has been closed at your request and reflects a zero balance. 
Although
these fees were properly charged, we cleared our internal records of any
delinquency associated with this issue since the delinquent balance was
entirely fees and interest charges. I also confirmed that no negative
information was reported for this time period to the Credit Reporting Agencies.
[redacted],
we understand that you have a choice in where to shop and we are sorry this
misunderstanding has jeopardized our business relationship.  I hope you will reconsider the use of your
account in the future and allow us the opportunity to renew your faith in
Macy’s.  If I can be of assistance on
another matter, do not hesitate to contact me. 
Sincerely, 
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed February 8, 2016
CC: [redacted], Revdex.com

April 5, 2017   [redacted]   Re: Revdex.com Complaint ID #[redacted]       Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your Revdex.com complaint which was...

forwarded to Macy’s Executive Office.  As a liaison of this office, I have been asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  I apologize for any inconvenience this matter may have caused you.   Our records indicate that the period ending November 11, 2016, had a balance of $59.25 with a minimum payment of $31.00 due on or before December 9, 2016.  When no payment was received by this date, your account was charged a late fee and interest in accordance with the terms of the DSNB Credit Card Agreement.  The billing statement for the period ending December 13, 2016, had a balance of $92.25, with a minimum payment of $65.00 (including a $31.00 past due amount) due by January 9, 2017.  When no payments were received, your account continued to be charged late fees and interest charges and was reported to the credit reporting agencies.  We received your $131.34, on January 16, 2017.  I have enclosed the billing statements for the periods ending November 11, 2016, through January 13, 2017 for your records.   After further researching your inquiry, our records indicate that an electronic statement notification was sent to the email address [redacted] on November 15, 2016, but was not opened.  On December 16, 2016, the following statement notification was sent to the same email address and shows that it was opened for review.  Because our records indicate the statements were successfully delivered and the delinquencies were not caused by a bank error, I must respectfully decline your request to clear any delinquencies regarding this matter.    [redacted], I would like to thank you for bringing this matter to our attention and providing me the opportunity to respond.  If I may be of further assistance in the future, please feel free to contact me at the telephone number listed below.   Sincerely,       Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed April 5, 2017   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. 
Regards,
[redacted]

Yes, correct we received it back and it did not adhere to the stated return policy on the packing slip and on our website. It was used and covered in some sort of animal hair. This item could not be resold in this condition. The return and the package was refused and returned back to you, the buyer....

It was an unacceptable return and that is why no refund was issued and costume returned. Thank you

As stated in a previous message the return was not accepted and the package was refused. Same tracking. Thank you

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of your most recent response to our letter dated November 6, 2015,
forwarded by the Revdex.com. 
As I have previously addressed your concerns, I have been asked to once
again respond.  I apologize that I was
unable to resolve your concerns to your satisfaction.
As
of November 9, 2015, with no cost to you, we show UPS has made the first
attempt to pick up and return the damaged shoe. This attempt, however, was
unsuccessful.  Our records indicate you
were previously issued credit for the damaged item and thus we are awaiting the
merchandise return.  For your
convenience, two more attempts for pick up will be made.  As an extension of our apology for the inconvenience,
we would be happy to accommodate you with the new pair of shoes previously
shipped.  As such, total credits in the
amount of $44.20 were issued on November 5, 2015.  Currently, we show all credits have posted to
your Macy's account.
[redacted], we understand you are requesting compensation, however, Macy's will not
compensate further in this instance.  At
this time, we have responded to all concerns and consider this complaint
closed.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted] Revdex.com of Cincinnati

February 2, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account 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.   The email billing notifications are sent when your billing statement closes, with a due date for the next month.  For the email examples submitted with your complaint, for the notification sent September 23, 2016, the due date was for October 20, 2016.  It will reflect if a late fee was charged in the prior billing period.  The email sent to you on December 23, 2016, had a due date of January 20, 2017.  We do not send billing notification emails after the payment was due.    As stated in my previous correspondence, your credit report for December 2016 through January 2017 will not be negatively impacted by this issue.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of assistance on a different topic please do not hesitate to contact me.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

July 7, 2016    [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy’s store account ending in [redacted]   On behalf of Department Stores National...

Bank:    Contact Date with Customer:  July 6, 2016   Complaint Summary:  [redacted] states in her complaint that she did not receive her billing statements after making a purchase and received poor service while trying to resolve the problem.  She was also told that the negative mark on her credit report would be removed.    Resolution:  I called [redacted] and apologized for the level of service she received.  I also confirmed that we have removed the negative payment history from her credit report related to this situation and that her account was closed as she requested on May 22, 2016.  We are refunding the $10.00 credit balance to her.  This closed her complaint.    Michael J. Macy’s Executive Office ###-###-#### Extension 73381    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. 
Regards,
[redacted]Dear Cincinnati Revdex.com,I’m writing to response to the compliant I have made. The compliant number is # [redacted], towards Macy’s. The problem has been resolved by the business shortly after the compliant was made. I should apologize that as I’m having some difficulties logging into my Revdex.com account, I did not response to it timely. Thank you very much, and sorry for any inconvenience caused. Best regards,[redacted]

[redacted]   [redacted]     July 25, 2017   [redacted], [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted] (stolen/closed)         Macy’s account ending in [redacted] (stolen/closed)         Macy’s account ending in [redacted] (stolen/closed)         Macy’s account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of your additional complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office. As a representative in this office, and since I am familiar with this issue, I was asked to review and respond to your recent concerns on behalf of Department Stores National Bank.   Your most recent complaint was reinvestigated by our Fraud Department, and their position has not changed. As previously stated, if you have evidence that you can provide to us to substantiate your claim of fraud, please send that evidence to me. I cannot speculate as to what information you may have as proof that may help in removing the charges. Therefore, I am leaving that to your discretion. Absent any additional information, however, we are unable to remove the charges from your Macy’s account.   Your Macy’s accounts referenced above were promptly closed when you notified our Fraud Department that you were disputing the charges, as indicated in my prior letter dated July 3, 2017 (copy enclosed). On June 27, 2017, I also closed your Macy’s account ending in [redacted], per your request.   Thank you again for taking the time to bring this matter to our attention and allowing me the opportunity to respond. If you have any further questions, do not hesitate to contact me at the telephone number listed below. You can also request to speak with a supervisor in our Fraud Department by calling the phone number ###-###-####.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:  [redacted], Revdex.com

March 23, 2018[redacted] [redacted]Dear [redacted]:I am writing in response to Revdex.com complaint ID #[redacted]. Due to the mattress on sales check [redacted] notbeing found to be defective, I am unable to set up a return. Although, we do value your business, therefore,I am...

happy to honor a full refund for the set in the amount of $880.81.I will be happy to honor a discount off the new selection once the mattress has been chosen. As I advised inour phone conversation, you can forward the new sales check number or the sku # for the merchandise. Ican then finalize the sale.I look forward to hearing from you and resolving your concerns.Sincerely,Sharon W.Macy's Executive Office###-###-####

January 14, 2016 Dear [redacted]:  I am in receipt of complaint ID [redacted] for [redacted] regarding her missing credit. I have partnered with the appropriate parties and the credits are now showing approved. Once I have confirmation these have been processed, I will request the...

check be expedited. I will then advise [redacted] of when she can expect to receive the checks. Macy's does consider this claim closed as we will continue to follow through with [redacted].Thank You,Macy's Executive Office  Sincerely,Macy's Executive Office###-###-####

Hi [redacted]:Thanks for the follow-up with Macy's on my behalf as an impacted and unhappy customer.FYI, I happened to get one more statement from Macy's last week, imposing additional interest charges, etc. So I decided to try calling them one last time and managed to get thru to their Customer...

Service for a change (instead of being directed to, and stopped each time by, their collections dept.After getting past two levels of managers and more than an hour had passed, I managed to get thru to Andrea H. (Macy's Employee ID # [redacted]) and she finally understood my problem and acted on it. She spoke to their Executive Office and learned that the EO had received my complaint via Revdex.com and they were reviewing it. She also managed to get all the charges dropped assured me that I do not owe Macy's anything at all. I am awaiting a formal letter from them as well, but now I think I can heave a sigh of relief for finally closing what should have been a trivial issue but only after jumping thru hoops needlessly.I also want to add that this resolution would not have been possible without the involvement and support of Revdex.com. What tilted the scales in my favor was the issue and Revdex.com's action on my behalf got the attention of the Executive  Office at Macy's. So my sincere thanks to the Revdex.com team as well as to you for all the efforts to find a resolution to a genuine issue on behalf of an aggrieved customer. This closure reinstated my faith in consumer protection. I also request you to please treat this case as closed.Thanks again!Sincerely,[redacted]

June 16, 2016[redacted]Re:  Revdex.com Complaint 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 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.  I apologize for any frustration this matter may have caused you.Per the Department Stores National Bank Credit Card Agreement, if you have been paying less than the Total Now Due on your Revolving account balance each month and you then decide to pay your balance in full, 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.  The minimum interest charge is $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement. This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.Applying this billing policy to your Macy’s account, the $2.00 interest charge was for interest charged on your account balance between the last bill date of March 20, 2016, and April 5, 2016, when your $29.00 payment was applied to your account.  In researching your account, I found that as of the statement due February 20, 2016, your unpaid balance was $162.49.  The amount paid was $85.00 which was less than the unpaid balance; therefore, interest began to accrue until the balance was paid in full on March 21, 2016 in the amount of $80.54.  Your monthly due date is the 20th of the month, so when March payment was not received on or before that date, a late fee ($27.00) and a minimum interest charge ($2.00) was charged to the account making the unpaid balance for April 20, 2016, $29.00.  This amount was paid on April 5, 2016; however, interest is charged until the payment is received.  The minimum interest charge of $2.00 was due on or before April 20, 2016, but no payment was received. On May 20, 2016, another $2.00 was charged, leaving an unpaid balance of $4.00.  As a courtesy, I have removed these charges bringing your balance to a credit of $4.00, which can be used toward a future purchase, or you may call the number on the back of your card to request a refund check be issued to you.  [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###-###-#### Ext [redacted]cc: [redacted], Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted], and I have reached out to the customer several times via email and phone with no response. I have processed return labels to be sent to the email on file. If and when items are received and inspected a credit will be issued. If...

further information is needed, I will notify the customer. Based on this information we are considering this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

June 03, 2016  [redacted]Cincinnati Revdex.com1 E Fourth StSuite 600Cincinnati, OH 45202 Revdex.com Case # [redacted] Dear [redacted]:  We are in receipt of Revdex.com Complaint #[redacted].  After numerous attempts by phone, we have not had any contact with the referenced...

customer. We have reviewed the complaint and have taken the following actions to resolve concerns as expressed. We have canceled the back order.  Based on this, we consider the matter closed. Thank you. Sincerely,   Melissa U.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 have determined that this does not resolve my complaint.   
Although I received a much appreciated response from the business, my original complaint is not yet resolved. The business advised that there are systemic technical issues preventing resolution of my issue and asked for my patience. As my issue is now six months old, I will continue to monitor their progress towards resolution. 
Regards,
[redacted]

August 15, 2017Dear [redacted]: I am in receipt of your rebuttal forwarded to us by the Revdex.com. As a representative of Macys Executive Office, I was asked to review and respond to your concerns.Unfortunately, I have assisted as far as I can in regards to this matter. If you are having trouble with your credit account with us then you would need to file a separate complaint with the Revdex.com. I am not able to assist with anything but your online complaint. Thank you for allowing me to resolve your primary concern. Should you have any further questions or concerns regarding online please do not hesitate to contact my office. Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

January 04, 2016
[redacted]Cincinnati Revdex.com1 E Fourth StSuite 600Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
I
spoke with the customer once on December 24th 
and per her request the remaining conversations took place via email.
Only 1 Kitchen cart was sent to her. I sent another one to her as an
accommodation (no charge to her) and credited her for the 1st one. Unfortunately,
because the cart is being sent directly from the vendor I could not express
ship the item to her. It is expected to be delivered tomorrow.  I also explained to her that because she
purchased the first cart with gift cards that she will receive 2 gift cards in
7-10 business days from 12/24/2015 for the refund.
Sincerely,
Melissa U.
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 have determined that this does not resolve my complaint. 
While I appreciate [redacted] response and proposal to removed the charges made during February 2015, he specifically called out that they will not removing the March 16, 2015 unauthorized charge, which I also disputed formally per the company's written request dated May 19, 2015.  This charge is from the same vendor as the February charges.  This is the final charge that needs to be removed and until it is, this matter is not resolved.
Regards,
[redacted]