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.   
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  I appreciate the response from macys however, as I have advised over and over and overa again repeatedly asking macys to send the replies by us postal service, I have no problem with making a police fraud report, however, I need a hard copy of macys letter, the lastest letter sent to me stating that there is a fraudulent balance of 125 dollars, macy needs to send that letter by united states postal service, I have no way of printing that letter, I need to keep a copy of that letter from macys for my records again I am asking that macys sends me that letter by us postal service to my home then and only then will I be satisifed. 
Regards,
[redacted]

[redacted]   [redacted]
February 17, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com
Complaint ID [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.  I
was hoping to discuss this matter with you personally; however, my attempts to
reach you were unsuccessful.  I left a
couple of messages for you on February 13, 2016, and also sent you an email.  We sincerely regret any frustration and
inconvenience you may have experienced regarding this issue.
According to the Department
Stores National Bank Credit Card Agreement, a late fee is added for each
billing cycle you fail to pay the Minimum Payment Due by the payment due
date.  The fee will be $27.00; or $38.00
for any additional past due payment during the next six (6) billing cycles after
a past due payment has occurred.
Your
billing statement for the period ending November 11, 2015, had a $2,076.23
balance with a $62.21 minimum payment due by December 8, 2015.  We received two separate payments in the
amount of $50.00 and $12.00 on December 8, 2015.  The $12.00 payment was returned to us unpaid
by your bank on December 15, 2015 because the bank was unable to locate a
checking account number.  Therefore, we
debited $12.00 back to your account and charged a $27.00 late fee to your
account in accordance with the credit card agreement.  We received a $12.21 payment on December 21,
2015, and on January 7, 2016, a $168.72 payment.  The billing statement for the period ending
on January 12, 2016, had a $2,706.34 balance with an $85.71 minimum payment due
by February 8, 2016.  On February 8,
2016, we received an $86.00 payment. 
Although the $27.00 late fee was properly charged, on February 13, 2016,
I removed this fee.  You will see this
adjustment on your next billing statement.
As
stated in my email, we will further research this matter if you can provide me
a copy of the front and back of the check and letter of confirmation from your
bank that no return check was processed for the $12.00 payment.  With respect to our representative not being
able to process a payment with your debit card, I do not see any notes on your
account that your debit card was declined. 
Also, I did not find any banking information in our system.  You are correct that you are not enrolled in
automatic reoccurring payments.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. I look forward to hearing from you soon.
Sincerely,
Regina M.Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

2/15/18 [redacted],I am sorry that you feel that I have ignored your issue. I have responded to every email that you have sent me since I received the issue, I credited your account on January 8th 2018. I advised of that as well, you asked for a replacement of your coat. I advised you that we will honor 25% off of your next order. You told me that there wasn’t anything that you saw and to just issue credit. I had already issued credit and offer you the 25% off as an addition to the credit. I also advised you to reach out to boarder free and I told you I would do so as well. In our boarder free systems it is showing that credit has been processed. Please reach out to your bank if you do not see this credit. Again, I am sorry for the delay in this issue. However I have been more than available and responsive to you during this time. Thank you,   Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

January 05, 2017[redacted]Dear [redacted]:I am writing in regards to the complaint ID # [redacted]. I gave [redacted] my direct number. I assured her that the credit in the amount of $550.10 has been requested on 1-2-17 to credit her Macy's account. I asked...

her to give this up to 7 business days and she will see this on her account.I will continue to watch for the credit to post and will then contact [redacted]. We find this matter resolved.Sincerely,Macy's Executive Office ###-###-####

December 9, 2015
[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, where as a
liaison, I was asked to respond to your inquiry on behalf of Department Stores
National Bank.  I was disappointed to
learn of the difficulties you had in getting your refund.  Please be assured that the service you
described receiving from our staff is not typical of the level of quality
customer service that we strive to provide. 
My review found that we received a payment of
$760.39 on August 9, 2015, which caused the credit balance on your
account.  You initially called to ask for
a refund on August 18, 2015.  However, because
the account had no prior balance, a review of the account had to be completed
before the refund could be issued.  The processing
of your credit balance refund of $760.39 was completed on November 14, 2015 and
mailed to you.  While we strive to
complete these situations quickly and efficiently, in August 2015 we began
converting our credit system, which caused some delays in our processing, and I
apologize.  If you have not received the
refund check, please call me at the number below and I will investigate
further. 
This letter will also confirm that your
account was closed on June 30, 2015, because of inactivity, and it cannot be
reopened.  If you would like to have a
Macy’s account, a new application would be required. 
[redacted], thank you for bringing this matter
to our attention and giving me the opportunity to reply.  Your feedback is important as it assists us
in understanding our customers' experiences. 
I hope you will give us another opportunity in the future to regain your
patronage.  If I can be of assistance on
another matter, feel free to contact me at the telephone number listed
below.  
Sincerely,
Michael J.
Macy's Executive Office 
###-###-#### Extension [redacted] 
cc:  [redacted], Revdex.com

[redacted]   [redacted]
 
 
September 9, 2015
 
 
[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.  I apologize for any frustration you may have
experienced in setting up a payment arrangement for your Macy’s account.
 
I
understand you are requesting that we modify the payment history associated
with the above-referenced Macy’s account. 
In researching this matter, I found that the billing statement for the
period ending April 18, 2015, had a $1,221.35 balance, with a $40.00 minimum
payment due by May 18, 2015.  When no
payment was received by this date, your account was charged a $35.00 late fee
and $25.00 interest charge in accordance with the terms of the enclosed
Department Stores National Bank Credit Card Agreement.  The billing statement for the period ending
May 18, 2015, had a $1,322.57 balance with a $118.00 minimum payment due by
June 18, 2015.  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 $250.00 on July 3,
2015, which brought your account to a current status.  Enclosed are copies of your billing
statements for the periods ending April 18, 2015, through August 24, 2015, as
reference.
 
You were receiving email notifications when your
billing statement was ready for review. 
These emails were sent to [email protected] and our records show
that the notices were successfully delivered on April 22, 2015 and May 22,
2015, for the billing periods in question. 
On June 21, 2015, when no payment was received on your account, we started
sending paper billing statements to the billing address on file.  On July 21, 2015, your account was changed
back to receive electronic billing statements only.  We have no record of any system issues for
online statements or payments during May or June of this year. 
 
It is the Bank’s policy not to remove any
delinquency from your credit report, unless it occurred as a result of a
billing 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, we found the information to be correct.  Regrettably, we are unable to accommodate
your request to remove the delinquency from your credit report.  However, on August 28, 2015, we instructed
the credit reporting agencies to update their records and report your account
as “customer disputes reporting”.
 
[redacted], while this may not be the resolution you
are seeking, I do hope you can understand that in order for all of our customers
to receive fair and consistent treatment, it is necessary to maintain and
adhere to specific policies and procedures. 
I do apologize for any inconvenience this may cause you.  Should you have any further questions, please
contact me at the telephone number listed below.
 
Sincerely,
 
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
Enclosures / mailed September 9, 2015
 
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.  When I opened the Macy's account the clerk advised she wasnt sure which card I would receive, either a [redacted] or [redacted].  It was very clear it would be one or another.  I made a July payment on the correct account and then an August payment on the wrong account which resulted in a negative balance.  The [redacted] rep I spoke with in October advised she could see the credit and based on that would waive fees as I had received notices showing the credit.  I didnt know about the multiple accounts so didnt think to follow-up any further.  I was advised on 11/17 by another rep I would get a call back on 11/20 regarding this complaint which I didnt get.  I was advised on 11/17 my account was closed as I was 5months behind.  If anything, my credit report should be adjusted to show 30day late which was the missed payment in September due to the unauthorized double account.  I was also advised on 11/17 that if I didnt pay the $30 balance by 11/20 I would be facing additional late fees and more negative reporting to credit bureaus.  I am not asking for this to be wiped away.  I am asking you to fairly report as this was based on your unauthorized opening of two accounts in my name.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  This, however, is dependent on my credit score being fixed - which according to the business, could take up to 30 days.  I will reopen the claim if the delinquent charges are not cleared in 30 days.  Thanks. 
Regards,
[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.   
This inquiry was only reported to [redacted] to my knowledge, and it is STILL listed with [redacted], it has not been removed at all, can you please contact [redacted] and have it removed immediately?...
Regards,
[redacted]

[redacted]   [redacted]   November 15, 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 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.  Please accept my apology for any inconvenience you have experienced regarding this issue.    We sincerely regret any frustration you may have experienced regarding the Credit Protection enrollment procedures at Macy’s.  Signing up for the Credit Protection plan is an opt-in enrollment process and requires the customer’s consent.  The customer’s signature is required for acceptance in this plan, and a brochure is given to each customer who submits an application which includes both the Macy’s credit card terms and the Credit Protection terms.  Upon researching this issue, I found that you enrolled in the Credit Protection program when you opened your Macy’s account at our [redacted] Store in [redacted], on October 16, 2010.  I am enclosing a copy of the receipt you signed, electing to enroll in the optional Credit Protection Program, dated October 16, 2010, confirming your enrollment.    Our records show that $10.51 in program fees were charged from October 16, 2010, through October 21, 2016, when you called and requested to cancel the program.  Because your satisfaction is important to us, I confirmed that the Credit Protection service was cancelled on October 21, 2016, and that a refund for the charges totaling $10.51 was processed on November 8, 2016, to your Macy’s account.  You may use this credit toward a future purchase at Macy’s, or you may call our Customer Service Department at ###-###-#### to request a Credit Balance Refund check to be issued.  They are available Monday through Saturday between 8:30 am–12:00 am (midnight), and Sundays 11:00 am–11:00 pm EST.    [redacted], thank you for the opportunity to address your concerns.  If I may be of further assistance in the future, please do not hesitate to contact me at the number noted below.   Sincerely,       Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed November 15, 2016   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, provided that the delinquencies are removed from all credit bureaus within the 30 days as specified by the business for both the Macy's and [redacted] accounts.I want to take this opportunity to truly thank the Revdex.com for doing an excellent job in helping me resolve this matter.
Regards,
[redacted]

[redacted]   [redacted]           March 27, 2017   [redacted]     Re: Better Business Complaint ID [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 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 you may have experienced regarding the above-referenced Macy’s account.  After receiving your correspondence, I contacted our Fraud Claims Department regarding the status of your fraud claim.  I am pleased to report that their investigation has determined the account is fraudulent; therefore, we have instructed the credit reporting agencies to delete the account from your credit report.  Please allow the credit reporting agencies approximately thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.  You will also receive a clearing letter from our Fraud Department in seven (7) to ten (10) business days.    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 hesitate to contact me.   Sincerely,       Nancy M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted]       The Revdex.com  The Macy's card is issued by Department Stores National Bank.

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.  I am waiting for the money to be deposited, but understand that it will not hit my account until next week. Thank you Revdex.com and Macy's for addressing this issue. 
Regards,
[redacted]

[redacted]   [redacted]
January 28, 2016
[redacted]
Re:       RevDex.com ID...

#[redacted]
            Macy’s application
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.  I was hoping to speak with you, but I was
unsuccessful in my attempts to reach you at the telephone number referenced in
your inquiry. However, I was able to
leave you a voice message on January 27, 2016, and January 28, 2016, asking you
to contact me so that I may obtain additional information.
To clarify, the New Account Discount only applies when
a new Macy's account has been opened and a purchase is charged to that
account.  In that case, customers receive
a 20% discount up to $100.00 off the purchases charged to the new account the
day it is opened and the next day.
In researching this issue, I found your application
was declined on November 20, 2015, due to insufficient information.  A letter was sent on that same date advising
you of our decision.  However, because it
did not include your Apartment number, it was returned to us undelivered on
December 24, 2015.  Please know that I
was disappointed to learn that you were led to believe that you would be
receiving a new card and told that you did not need to pay for your purchases,
and then asked to use your personal credit card. Be assured Macy's expects each facet of its
operations to meet exceedingly high levels of service.  Your feedback is critical as it assists us in
truly understanding our customers' experiences and directs our attention to
areas in which we can improve our service quality.  Therefore, I shared a copy of your complaint
and my response with our [redacted] Store Manager for appropriate action.
Due to any misinformation by our [redacted] Place
store associate, I will gladly honor a $100.00 discount on your third-party
credit card with the understanding that you will provide me a copy of the
purchase receipt and your credit card information.  You may fax this to me at ###-###-####.
[redacted], thank you so much for the time you took to
bring your concerns to my attention and for giving me the opportunity to
respond.  I look forward to hearing from
you soon.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com
       Macy’s [redacted] Store Manager

[redacted]   [redacted]   December 23, 2016   [redacted]   Re: Macy's Account Ending in [redacted]      Better Business 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 (DSNB).   Our records indicate the account referenced above was opened on October 15, 1999.  The last purchase was made on October 30, 2009, as shown on the enclosed statement.  The last payment, which totaled $140.00, was received on May 24, 2010, as shown on the enclosed statement.  The account charged-off on November 25, 2010, with a balance of $3,490.45.    On December 14, 2016, I confirmed that we are accurately reporting the above information to the three major credit reporting agencies, however, [redacted] is the only one of the three that is currently reporting this information on your credit report.  Please know each of the credit bureaus determines what information is included on their credit reports.    Under the Bank's policy, charged-off accounts are reported to the credit reporting agencies for a period of six (6) years and nine (9) months from the date of the first delinquency that led to the account charging off, which in your case was May 2010.  While the account may be reported to the credit reporting agencies until  February 2017, as a courtesy, we have instructed the credit reporting agencies to delete this account from your credit report.  Please allow the agencies thirty (30) business days to make the necessary corrections to update their files.  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.  If I may be of additional assistance, please do not hesitate to contact me.   Sincerely,     Nancy M. Macy's Executive Office ###-###-#### Extension [redacted]     cc: [redacted]       The Revdex.com   Enclosures with mailed response   cc:  [redacted]       The Revdex.com The Macy's card is issued by Department Stores National Bank.

May 5, 2016[redacted]Re:  [redacted] – Case #[redacted]        Revdex.com Complaint ID [redacted]        Macy’s...

[redacted] ending [redacted], Macy’s account ending [redacted]Dear [redacted]:  I am in receipt of your complaint filed with the [redacted] and forwarded to Macy's Executive Office.  We also received your second complaint about this same issue from the Revdex.com.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  We sincerely regret any frustration you may have experienced regarding a payment to your Macy’s [redacted] account and for the problems you encountered in trying to resolve this issue.I was disappointed to read that you had problems accessing your accounts online through macys.com, reaching our customer service representatives in order to make a payment and in receiving your billing statements.  Our records indicate you registered your accounts on macys.com to receive electronic billing notices at the e-mail address we have on file:  [redacted].  However it appears that we did not send you any e-mail notices until after December 23, 2015.  I apologize for any inconvenience this situation may have caused.In August 2015, we went through a system conversion for the Macy's credit card accounts and redesigned the credit servicing site accessed through our macys.com website.  Unfortunately, this complex upgrade caused a disruption of service to some of our customers' accounts, including your account.  We are sorry for the problems you encountered while attempting to access your account online and arrange a payment on the new credit website.  Upon review, I found that the payment you made at the [redacted] Macy’s on October 31, 2015, was processed to your Macy’s store account instead of to your Macy’s [redacted] account.  I was able to confirm that we corrected this error on December 28, 2015, and transferred your $253.71 payment.  We also closed both accounts as you requested at that time.  I am sorry that only a $38.00 late fee and $4.16 interest charge were removed when the payment was corrected and that you had to call back to get the remainder of the fees removed.  Our records show we removed $185.00 in late fees on March 31, 2016, leaving your account with a $45.07 credit balance.  We sent you a refund check for this amount on April 3, 2016, which you should have received.  Please find enclosed copies of your billing statements from September 2015 through March 2016, along with your October 31, 2015, payment receipt, for your convenience. We cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and [redacted] update their records and delete any history of delinquency from the time period of January 2016 through March 2016.  Kindly allow the agencies thirty (30) days to make the necessary corrections to update their files.  Thank you for bringing this matter to our attention and giving me an opportunity to reply.  If I may be of assistance in the future, feel free to contact me at the telephone number listed below.  Sincerely, Ms. Randi P.Macy's Executive Office###-###-#### Extension [redacted]Enclosures/mailed May 5, 2016cc:  [redacted]       [redacted], Revdex.com

Problem: I paid Macy's $155.13 on May 14, 2016 and I called their corporate office, because the check had not cleared. I spoke to several people there in the past and no one seems to resolve this issue. I am closing accounts with a former bank and this check is outstanding, I will need to pay a stop pay fee, and then Macy's will blame me for not paying. This is the first time this has occurred, I have since written a letter to Corporate explaining this and I need this resolved asap. I also have not ben able to use my credit card for several mos because I was issued two cards in the same number, this took awhile to resolve.Desired Outcome: That this issue is looked into asap. I am need to close my bank account by beginning of June.

Re: Complaint ID #[redacted]
Dear
[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 regarding the defective handbag. 
I have spoken to [redacted] directly in order...

to discuss resolution.  Based on the above, Macy's considers this
matter resolved and closed satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

Hello [redacted], I am addressing this issue on behalf of Macy's Executive Office. I have tried to reach out to you via phone but was unsuccessful, I will be more than happy to assist you regarding this matter. If you could give me a call at your earliest convenience that would be great, my...

contact information is below. I hope to hear from you soon. Thank you,  Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### |

RE:        Revdex.com Case - [redacted]Dear [redacted]:  I am in receipt of your correspondence addressed to Macy’s Executive Office from the Revdex.com (Revdex.com).  As a liaison in the Executive Office, I have been asked to respond to your...

concerns on behalf of Department Stores National Bank. I am sorry for the concerns you have regarding the credit bureau reporting of this account.  Please be aware that under the Fair Credit Reporting Act, it is the responsibility of the credit reporting agencies to remove old information from credit reports.  Our records indicate that the first date of delinquency on the account occurred in April, 2012.  We are unable to respond favorably to your request to update the reporting on this account until January, 2019.  [redacted], thank you for bringing this matter to our attention and giving us the opportunity to respond.  If I may be of further assistance on another matter, please do not hesitate to contact me.Sincerely, Macy's Executive Office###-###-#### Extension CC:  Revdex.com         [redacted]