Macy's

March 16, 2018[redacted]RE: Macy's Fine JewelryMacy's [redacted] Account Ending in [redacted]Dear [redacted]:I am in receipt of your complaint forwarded to us by the Revdex.com. 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 or  the Bank).Please accept my apology for the length of time it has taken to provide you with a response regarding the return of your fine jewelry purchase. Thank you for providing the pictures of the ring which helped in the identification process.The many transactions you have made in our Fine Jewelry Department including exchanges and returns, created the need for research to locate the receipts whichi pertain to the specific item. Enclosed please find the purchase receipt for your ring dated October 20, 2017, for $2,219.70. Also enclosed is the receipt for the return of the same ring on January 2, 2018, and a copy of your January 22, 2018, billing statement which also documents the return. The full purchase price plus tax was returned to your Macy's [redacted] account referenced above. Please understand that the associate who returned your ring provided an exception to our return policy by returning the item without the original Customer Return Label (CRL) attached in an attempt to assist you. The CRL is used to identify the specific item and to prevent such misunderstandings.Thank you for allowing me the opportunity to respond. Please contact me at the phone number below should you have any questions or concerns.Sincerely,Peter D.Macy's Executive Office ###-###-#### Extension [redacted]Enclosurescc: Revdex.com - Complaint ID [redacted]

[redacted]   [redacted] October 27, 2016 [redacted]  [redacted] Re:  Revdex.com Complaint #[redacted]        Macy’s account ending in [redacted] On behalf of: Macy’s Contact Date With Customer: October 15, 2016 Complaint Summary:  [redacted] states she purchased four bras from Macy's [redacted] in [redacted].  [redacted] returned three of them via insured USPS and they were delivered on September 1, 2016.  [redacted] called the store and customer service several times.  She wants the credit issued to her credit card or a check mailed to her home. Resolution:  I sent an email to the store and provided a copy of the complaint.  I spoke with the Assistant Store Manager who informed me that he could not locate the merchandise but had already issued a credit to [redacted] third party credit card.  [redacted] confirmed via email that she received the refund for her merchandise and that she made a mistake in submitting the complaint. Ebony M.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

December 23, 2015[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH 45202Dear [redacted]: I am in receipt of [redacted] complaint. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. Unfortunately, I have been unable to speak to [redacted]...

directly. I have, however, left her several messages over the past two weeks regarding her concerns. [redacted] was concerned about the multiple authorization holds on her account. It appears that all of the authorization holds have fallen off at this time. In a gesture of good will, I sent [redacted] a gift card for $20 to use on her next purchase online or in store. As I have not had a response to date, I am closing this issue. I remain available should the customer contact us again. Based on the above, Macy's considers this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Tina, We are in receipt of complaint id [redacted] regarding the tech inspection report that his mattress is not defective.  We have tried to contact our customer via phone and left message. We are offering a return of the mattress, for full credit or a return / reselection at no additional...

cost to our customer. Thanks, Macy's Executive Office

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.  However, I think Macy's needs to re-evaluate their return and/or customer service procedures. I was repeatedly advised starting 1-7-16, 3 days after the return was made, that a credit would be going back to my method of payment, my Macy's Credit Account. It is appalling that I have had to turn to Revdex.com for help in getting the money back to the account almost two months later in addition to the stress and inconvenience it has caused me. Furthermore no gift card was issued at the time of the return for the record as their rep has stated. Based on this experience, in the future, it is doubtful I will use Macy's for my shopping needs.
Very Sincerely,
[redacted]

February 18, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I am in receipt of [redacted] complaint. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have, however, investigated...

her concerns. [redacted] has not received her return credit on her original form of payment.  I contacted our [redacted] department to have them transfer the funds from the gift card she received back onto her [redacted] account. Per that department, [redacted] should see the credit on her account within 5-7 business days. Based on the above, we have responded to all concerns and consider this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Re: [redacted] ID [redacted] Hi [redacted],The above referenced customer issue has been resolved. Due to the dissatisfaction of the customer Macys has agreed to return the mattress with no fees to the customer.  At this time Macy’s considers this case resolved and closed.Teresa M.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: {###-###-#### fax ###-###-####

May 2, 2017 [redacted] Re:  Revdex.com Complaint ID #[redacted]    Dear [redacted]: I am in receipt of your additional correspondence filed with the Revdex.com.  As a representative in Macy’s Executive Office, and because I am familiar with your concerns, I was asked to review and respond to your additional concerns.  I apologize if my previous letter dated April 12, 2017, did not adequately explain our decision.  Although I am unable to go through the dispute process on your behalf, I hope you will accept the enclosed $10.00 in Macy’s Money as a gesture of our goodwill and in hopes you will continue to shop with us in the future.  If you are still interested in pursuing the Rebate Check, I must refer you to call the Rebate center at ###-###-####.  Press option 3 and then select option 1 to enter your tracking number or option 2 to enter your phone number. From there it will provide you with the status of the rebate check that was mailed to you and shows as cashed.  After listening to the information, it will then guide you through the dispute process and steps to take to dispute receiving and cashing the check.  Please listen to the automated service and follow the prompts and you will be provided the next steps you can take to submit a claim of not receiving or cashing the check.  [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 as our decision has not changed and we consider this issue closed. Sincerely,     Monique M.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

Good Evening, Thank you for your response. I was promised credits of $105 in August but have not seen those applied to my account. I am making an attempt to bring my account current and seem to be failing in all ways possible. I am beyond frustrated with Macy's at this point and will continue to file Revdex.com complaints until my matter is resolved. Thank you, [redacted]

June 24, 2016[redacted]Re: Revdex.com Complaint [redacted]      Macy’s [redacted] 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.According to the enclosed Department Stores National Bank Credit Card Agreement; if you find a mistake on your statement, you must notify us in writing within 60 days after the error appeared on your statement or three business days before an automated payment is scheduled.  We require your account information, dollar amount, and description of the error in the letter.  You may notify us by telephone; however, if you do, we are not required to investigate any potential errors and you may have to pay the amount in question.Upon review, I found on February 16, 2016, you disputed a Cash Advance charge on your account from 2012; however, the exact date was not provided.  Our Fraud Department reviewed your claim and confirmed that cash advance charges are not considered fraudulent, due to the fact that your PIN number must be entered at the point of sale.  You have also continued to make consistent payments to the account since 2012, and did not file a dispute until February 2016.  The dispute was closed on June 16, 2016; therefore the account will resume billing for the remaining balance of $2,300.00.In researching further, the representative you spoke to on February 16, 2016, noted that you were disputing the interest charges associated with the cash advance, not the cash advance itself.  Our representative removed a total of $292.37 in interest charges, before transferring you to open a claim.  On April 7, 2016, you called and spoke to a Customer Service Representative, who advised the claim was closed; however, the dispute was still on your account and would reflect on your next statement.  When an account is in dispute, you are not required to make a payment until the dispute process is completed.  We received a telephone call from you on May 2, 2016, and while the representative attempted to transfer you to our Disputes Department, you disconnected the call.  I confirmed that your Macy’s [redacted] account was closed on October 8, 2012.  On May 7, 2016, you called and were transferred to our Fraud Department.  While the Fraud Representative was reviewing your account, an error occurred and your account was re-opened.  However, on June 15, 2016, your account was closed due to the error and no transactions were processed during this time.  Furthermore, no derogatory information was sent to the credit reporting agencies regarding your Macy’s [redacted] account. [redacted], thank you for allowing me to respond to your inquiry.  While I understand this is not the resolution you were seeking, we are required to adhere to certain policies and procedures so that our customers nationwide receive fair and consistent service.  Feel free to contact me at the telephone number listed below if I may be of any assistance on another matter. Sincerely,Stephanie C.lMacy's Executive Office###-###-#### Extension [redacted]Enclosures /mailed June 24, 2016cc: [redacted], Revdex.com

April 26, 2016 [redacted] Re:    Revdex.com complaint #[redacted]          Macy’s [redacted] account ending in [redacted] On behalf of Department Stores National Bank: Contact Date With...

Customer:  April 25, 2016                                      ...⇄ Complaint Summary:  [redacted] has been trying to clear a fraud issue with Macy’s for months to no avail.  He called several times and was placed on hold for long periods of time, and the fraud department never returned his call. Resolution:  Customer returned call and I informed him that all fraud charges have been cleared.  I apologized for the delay and advised that any history of delinquency due to this issue has also been cleared.  Customer was very happy with resolution. Michael J. Macy’s Executive Office ###-###-#### Extension 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.   Regards,
[redacted]  Customer called Revdex.com indicating he is not satisfied with Macy's response and feels that nothing was done to help him. He received no instructions regarding how to handle his concerns and he wants someone to contact him again.

Dear [redacted]: We have received Complaint ID [redacted] for [redacted]. [redacted] reports not receiving an item from an order placed back in December. [redacted] requested to have the item reshipped, however, her refund was processed and has posted to her original method of payment. Since she has...

waited so long for a resolution, we have sent [redacted] her merchandise as a courtesy. The item is expected to arrive on or before 02/25/2016. Based on this we consider this issue resolved satisfactorily. Sincerely,Michele S.Macy's Executive Office###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Hello,While I sincerely appreciate Bloomingdale's timely response the details that they have provided are not accurate.  Monica O. stated that on 1/17/15 my account statements were changed from paper statements to electronic statements.  This is exactly where the disconnect lies because I did not change the method of delivery.  I did not request/authorize electronic statements.  I have never  received any kind of electronic statement.  I've searched my email and nothing has come up.  Although Monica is confident that the electronic statements were delivered, I too can say with confidence that I never received them.  If they were in fact delivered to my email, they went into my spam folder which I regularly delete and I had no knowledge that they were there.  On June 7th, when I was alerted of the late payment issue, this is when I first learned that I was set up for electronic statements to my disbelief.  Monica is correct that at this point I made certain that paper statements would be reinstated.I would like to know what transpired on 1/17/15 that prompted the electronic statements?  Is this the day that my wife called for something unrelated?  Was the delivery method mistakenly changed over?  Did I click on something unknowingly on the website?  I never would have opted into electronic statements for this very reason.  Please clarify what transpired.  There are too many potential risks with electronic statements.  All my bills are paper.  I would not have deviated from my preference.Monica also stated that Bloomingdales instructed the credit reporting agencies
to report my account as 'customer disputes reporting'.  What exactly does this mean and how does it affect my rating?My credit has been perfect for years upon years until this situation.  As mentioned in my complaint the amount of the bill is trivial.  Had I known about the bill it would have been paid in full immediately and without hesitation.    I do wholeheartedly ask that you please consider this for what it is, a billing error, so that my credit rating can be reestablished.  I am an honest person with good intentions.  Had I received the paper statement it would have prompted payment and this never would have happened.  Thank you for your time and consideration.
Regards,
[redacted]

January 06, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case # [redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all matters as...

expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension [redacted]cc: [redacted]

April 3, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]         Macy’s credit application   Dear [redacted]:   We are in receipt of your complaint filed with the...

Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank. Please accept my apology for any confusion there may have been in this situation.    My research confirmed that you completed an application for a Macy’s credit account on November 28, 2016. To submit the application, you presented two forms of identification to the associate, and on the touch-pad you entered your Social Security number, annual income, and other required information. At the conclusion of the process, you verified that the information on the display was correct, and then signed the touch-pad signifying that you understood that you were submitting an application for credit.   Your credit application was declined by our credit system on November 28, 2016. However, it was manually reviewed a second time by a credit associate on December 5, 2016, to determine if we could accommodate you and open a Macy’s account. Unfortunately, your application was again declined. In each instance the required letter was mailed to inform you of the reasons your application was declined.   Since it appears there may have been a misunderstanding about what was occurring during your purchase transaction, we have directed the credit bureaus to remove the two inquiries noted above from your credit report. Please allow thirty (30) days for the bureaus to make the necessary changes.   [redacted], thank you for allowing me to respond. If you need assistance on another matter, feel free to call me at the telephone number noted below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
I have requested the delinquency date be updated to all three credit bureaus numerous time and you have failed to address this claim. I am not accepting your response due to the fact you have yet to address this issue. I have proof that your company is reporting at least two different delinquency dates to the credit bureaus and each time your company has failed to update the information. They also have failed to update the information when they sold my account to [redacted] which they are obligated to inform. As per the FCRA "When you provide information to a CRA, you have obligations under theFCRAto ensure the accuracy of the information you furnish. As a rule, it’s illegal to report information that you know or believe is inaccurate. You have "reasonable cause to believe" that information is inaccurate if you have knowledge, other than allegations from the consumer, that would lead a reasonable person to doubt the accuracy of the information.FCRA Section 623(a)(1)(A)You may be exempt from this requirement if you give an address for consumers to report inaccurate information, but you cannot, under any circumstances, report information the consumer has told you is inaccurate if it is, in fact, inaccurate.FCRA Section 623(a)(1)(C)"Macy's has failed to update the accurate information and as a consumer I have reported this to the credit bureaus. By law you are obligated to report this accurate information and I have been failed as a consumer to receive the correct reported information. This is why you must remove any derogatory and inflammatory information regarding this account because I have requested this information to be reported true and it has never been done.  Furthermore you have failed to even address this issue multiple times even through this channel. I will seek further action if this is not removed.
Regards,
[redacted]

[redacted]   [redacted]
 
 
 
July 21, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
 
Dear
[redacted]...

[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.  Please accept my personal apology for any
frustration you may have experience while trying to remove your online profile from
macys.com. 
 
I
regret that you were not satisfied with the level of service you received when
you contacted our customer service department regarding this issue.  Macy’s goal is to have professional and
knowledgeable customer service associates available, so that all of our
customers’ questions and needs are addressed and resolved efficiently.  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 direct our attention to areas in which we can improve our
service quality. 
 
Upon
investigation, I found that the request to have your profile removed from
macys.com was properly submitted and that it will be deleted July 16,
2015.  For clarification, it normally
takes up to thirty (30) days to complete this request.  Be assured that Macy’s does not engage in
false or misleading business practices of any kind. 
 
I
was disappointed to learn that you felt our previous response to your concerns
regarding Macy’s decision to discontinue our business relationship with [redacted]
[redacted] was offensive, as that was certainly not our intent. 
 
[redacted], thank you for allowing me the chance to
respond.  If you have any further
questions regarding this matter, please contact me directly at the telephone
number listed below. 
 
Sincerely,
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com

Dear
[redacted]: 
I am
in receipt of complaint ID number [redacted] for [redacted].  We understand [redacted] concerns and would
like to apologize for the inconvenience this has caused.  Per request, a full credit in the amount of
$108.12 has been issued for macys.com...

order number [redacted].  This amount will post to Macy's account
number ending in [redacted] in the next three business days.  Based on the above, Macy's considers this
matter closed and resolved satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

December 29, 2016   [redacted]
[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 I was asked to address your additional concerns on behalf of Department Stores National Bank.    I am sorry that you feel my letter dated December 15, 2016, did not adequately explain our decision.  As stated in my previous correspondence, I confirmed that the billing email alerts were sent to you at [redacted], which you confirmed receiving but did not open.  Our records do not show a scheduled payment in the month of August 2016 or any system errors that may have prevented your payment from processing.  Again, we must respectfully decline your request to clear the delinquency from your credit report.   I hope that you can understand our position on this matter although it may differ from your own.    If you need assistance on a matter other than this, please do not hesitate to contact me at the telephone number below.   Sincerely,  
  
[redacted]   cc: [redacted], Revdex.com