Macy's

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] I reject this because it settles nothing and still doesn't answer the question of who made the original purchase... I paid the original balance thinking that I made the purchased but I don't think I did after doing my own research......

January 23, 2017     ** *** *** *** ** *** *** *** ** ***   Re:  Revdex.com Complaint ID ***         Macy’s store account ending in ***   I am in receipt of the complaint you filed with the...

Revdex.com, which was forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.    Please accept my sincere apology for any inconvenience or frustration you may have experienced during your telephone calls to our Customer Service Department.  As customer service is crucial to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided.  It appears that we fell short of our goal to provide you excellent customer service.   In researching this matter, our records confirm that when the blouse was presented as an exchange, the merchandise was returned and credited back to the original form of payment, and the new blouse was charged as a purchase on your account.  For a store purchase, unfortunately the sales associate is unable to determine if an item was purchased as a gift; therefore, a return credit will be processed on the original form of payment.  I am sorry if this was not explained to you during your conversations with our Customer Service representatives.   Since you have the merchandise in your possession, the $27.35 charge was accurate on your account.  Our records confirm you were misinformed several times when calling our Customer Service Department; therefore as a courtesy, I have removed the $2.00 minimum interest charge and the $27.35 purchase.  As of the date of this letter, your account has a zero ($0.00) balance.  Additionally, we cleared our internal records of any delinquency associated with this issue for the month of December 2016.  No negative reporting was submitted to ***, *** or *** regarding this issue.   *** ***, thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension ***   cc: *** ***, Revdex.com

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

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

online bill payment on macys.com. I contacted the
customer and she stated that she no longer desires the item that is on
backorder. I attempted to resolve her issues with online bill payment by walking
through the steps she takes with her to recreate the scenario and I partnered
with our systems department for assistance. More information was needed, and I
left a message for the customer to contact me. Since then, I have not been able
to reconnect with the customer via the phone, so I sent her an email asking her
to contact me. Macy's considers this issue resolved until I hear back from the
customer, at which time I am ready to assist.
Sincerely,Colette O.Macy's Executive
Office###-###-#### Extension [redacted]

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

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 provided Macy's with copies of my email logs including any deleted messages for the time frame in question.  Beyond this, I am unable to "prove" that I did not receive an email.  As a good faith measure, I have registered for automatic bill pay.  I do not take my credit score lightly and have always maintained a score >800.  I am more than willing to admit any wrongdoing/oversight but the evidence provided to Macy's shows that I did not receive any bills via email between December 16, 2014 and July 15, 2015. 
Thank you so much for looking into this matter. 
Regards,
[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]

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

January 27, 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, received a...

response from [redacted] that her issue has been resolved and that she has received her return credit. Based on the above, Macy's considers this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted],
 
We
are in receipt of complaint id #[redacted] regarding the issue with the
customer's extended warranty.  We have
spoken with the customer and explained our policy. As an accommodation, we have
sent the customer a gift card to replace the expired voucher. At this...

time,
Macy's will consider this matter closed.
 
Thanks,
 
Macy's
Executive Office

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the consumer's mattress set return and replacement purchase. Due to delays in providing a previous credit adjustment accommodation to our consumer’s current purchase we have decided to provide a 100% credit adjustment on our consumer’s replacement mattress set purchase. Credit will be issued to the consumer's 3rd party account within 7-10 business days. If the consumer has any questions or concerns, he can contact Macy's Executive Office directly. At this time Macy's will consider this matter closed. Thanks, 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.  The manager should just refund the gift card to original payments. They've already stolen me and my family's money since Nov 27 without providing working merchandise. Just refund.We will never do business with bloomingdale's, and don't want to travel 40 miles to the store and get insulted again!
Regards,
[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

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###-###-####

January 15, 2016
[redacted]
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. After numerous attempts by phone and
email, we have not had any contact with the...

referenced customer. It appears the
customer has returned the item in question. As a gesture of good will, a $25.00
Macy's gift card is being sent under separate cover. Based on this, we consider
the matter closed. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

[redacted]   [redacted]
November 5, 2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com Complaint ID [redacted]
   ...

       Macy’s
account ending in [redacted]
On behalf of Department Stores National Bank:   
Contact Date
With Customer:  October 30, 2015, via telephone call.
Complaint
Summary:  [redacted]
[redacted] filed a complaint as an application was processed fraudulently in one of
our [redacted] stores with his personal information.  He asked that all of the fraud charges be
removed and we remove the account from his credit bureau.
Resolution:  I apologized
to [redacted] for this experience he has gone through.  I confirmed that all of the fraudulent
charges have been removed and we have requested the Credit Reporting Agencies
to update their records and remove this account.  He was appreciative of the call.  He also stated he is willing to prosecute the
thieves if we have found them.  I assured
him that we shared that with the fraud team.
Andrea H.
Macy’s Executive Office
###-###-####
cc: [redacted], RevDex.com

We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].The customer reported  abusive  customer service when she called to locate her Gifts With Purchase(GWP). We have apologized to the customer, expedited the GWPs and advised her when she can expect them at her home....

Further I have provided her my direct contact information if she has additional problems with the shipment.Based on the above we consider this issue resolved. Michele S.OmnichannelPresidential CorrespondentOmnichannel Selling and Service Escalation Team |MCCS Executive OfficePhone: ###-###-####|Email: [redacted] or [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
[redacted], and have determined that this does not resolve my complaint.  
I understand that this matter is being looked at by someone in the executive
office; however, I request that they consult their counsel. Since I have
confirmed with an attorney I work with that Macy's reporting is an error
because she cannot be held responsible for anything that she did or did not do
financially during the time that she was experiencing episodes of psychosis,
which is what she was diagnosed with and involuntarily committed. I am
prepared to get an attorney to represent her in this matter since it appears
that Macy's is ignoring the rights of the mentally incompetent. Also, in going
through her mail, I received a letter from Macy’s stating that they have not
been able to get in touch with my mom about this bill. However, I have a chain
of messages to Macy's through the Revdex.com portal showing correspondence on this
debt. Macy’s has responded several times. This account should be in a
compliance hold while this dispute is open. This should also be reporting the
bureaus as disputed. Also, while in this dispute and working on resolving
through the Revdex.com, this account is still accruing interest and fees. I was not
aware that this debt would not be placed on a hold until the investigation is
closed. I am trying to work to resolve this matter. There was also no
collections disclosure at the bottom of [redacted] D. last response, which I
believe is a requirement on all correspondence if they are trying to collect. I request that this be
escalated to [redacted] D.’s supervisor. I would prefer to work with Macy’s
rather than having to get an attorney involved.
Regards,
[redacted]
Paralegal

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

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]