Macy's

May 18, 2016[redacted]Re:  [redacted] - Case #[redacted]        Revdex.com ID [redacted]        Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your...

complaints filed with the [redacted] and the Revdex.com which were forwarded to Macy's Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Macy’s goal is to have professional and knowledgeable Customer Service associates, so that all of our customers’ questions and needs are addressed and resolved efficiently.  From the comments in your complaints, it appears we may be falling short of that goal.  Therefore, I would like to thank you for the time you took to share this situation with us, as it directs our attention to areas in which we can improve our service quality.The terms of the Department Stores National Bank Credit Card Agreement state that if the minimum monthly payment is not received, late fees are applied to the account, and, for any month the balance-in-full is not paid, interest charges are assessed.  In using your account, you consented to the terms of this Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.  Our records indicate that the billing statement for the period ending September 23, 2015, had a $1,289.28 balance, with a $43.83 minimum payment due by October 20, 2015.  When no payment was received by this due date, your account was charged a $38.00 late fee and a $26.31 interest charge in accordance with the terms of the DSNB Credit Card Agreement.  The billing statement for the period ending October 23, 2015, had a $1,353.59 balance with a $122.14 minimum payment (including a $43.83 past due amount) due by November 20, 2015.  On October 24, 2015, one of our representatives removed a $38.00 late fee as a courtesy to you.  We received your $130.00 payment on November 3, 2015, which brought your account to a current status.  For the billing period ending November 23, 2015, the account was charged $25.80 in interest resulting in a $1,211.39 new balance with a $38.00 minimum payment due by December 20, 2015.  When no payment was received by this due date, your account was charged a $38.00 late fee and a $25.84 interest charge resulting in a $1,275.23 new balance with a $115.64 minimum payment due by January 20, 2016.  When no payments were received, your account continued to be charged late fees and interest, and was reported as past due to the credit reporting agencies.  On March 24, 2016, when you called in to make a $272.48 payment on the account, our representative removed a $37.00 late fee as a courtesy to you and brought your account current.  As of the date of this letter, the account balance is $872.61.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.  It is our policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing or bank error.  After researching the delinquency on your account, we found the information to be correct.  Our records indicate we did not receive payments on the account during October 2015, December 2015, January or February 2016.  Regrettably, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on April 21, 2016, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”'.  [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 contact me at the number listed below.  Sincerely,Janice D.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted]       [redacted], Revdex.com

Update: I have followed up with [redacted] and [redacted] and they tell me that there is still one Macy's account that is derogatory and Macy's did not fix it completely :(... Again, Macy's did not keep their word.So, I've submitted for Fraud Investigation and sent them letters from Macy's. They tell me that it can take upto 30 days. Thanks,[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 was not confused when I signed up to the agreement. I was perfectly clear in my previous email and find your remarks unprofessional. I was lured into an agreement based on false premise and still believe that this account should be terminated and all associated information be removed from my credit reports. I was told that my credit will go back to its original amount and it has not. I still await a receipt of a bill from your organisation to be able to review the associated costs and would like to receive a compensation for the amount of time I had to spend on this and for the tremendous hassle and distress your organisation have subjected me to. You still have not addressed the issue with relation to [redacted]. I was sold an [redacted] credit card and only recently realised [redacted] has nothing todo with this credit card and it is a macy's credit card.  
Regards,
[redacted]

[redacted]   [redacted]
*
January 5, 2016
[redacted]
Re:  [redacted] – Case
#[redacted]
        Better Business...

Bureau Complaint ID
[redacted]
        Macy’s account ending in 9441
Dear
[redacted]: 
I am
in receipt of your complaints filed with the Consumer Financial Protection
Bureau and the Revdex.com, which were forwarded to Macy's Executive
Office.  As a liaison in this office, I
was asked to review and respond to your concerns on behalf of Department Stores
National Bank. 
We
sincerely regret any frustration you may have been caused regarding the Macy’s
account fraudulently opened in your name, and for the collections calls you
received while attempting to resolve this matter.  Please know that we take every complaint very
seriously and request that customers allow up to ninety (90) days after a
Statement of Fraud is received for us to investigate a disputed amount on their
billing statement.  While billing
statements are mailed each month showing the Total Balance Due on the account,
payment on the disputed amount is not required until our inquiry is concluded.
Upon
examining your fraud claim, I confirmed that you called on August 20, 2015, to
report that the above referenced Macy’s account was opened without your
permission and that you did not authorize the charges from June 4, 2015, made at
the [redacted] store.  Upon review, we
found that the account was opened via the Internet from macys.com.  We closed the account at your request on
August 31, 2015, and mailed you a Statement of Fraud form on September 3,
2015.  I am sorry that you did not
receive this form and for any delay in resolving this issue. 
On
November 24, 2015, we removed the fraudulent charges in the amount of $1,081.73
along with $139.00 in late fees and $124.24 in interest charges.  We removed your identifying information from
the account and requested that [redacted] and [redacted] delete this account
from your credit file.  Kindly allow approximately
thirty (30) days for the agencies to modify their records to reflect the
information contained in our request.
Thank you for bringing this matter to our attention
and allowing me the opportunity to reply.   
If I may be of assistance on another matter, do not hesitate to call me
at the telephone number listed below.
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted]
       [redacted], Revdex.com

March 29, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]   Dear [redacted]:   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.   My research confirms that the $10.00 Rebate Check for your September 28, 2016, purchase was mailed on October 31, 2016, and was cashed on November 29, 2016.  For any additional Rebate questions, please visit www.macysrebates.com or call 1-###-###-####.   I was disappointed to read about your experience with the customer service representative you mentioned in your complaint.  As a company committed to outstanding service, I assure you that the service you described receiving is not indicative of the level of service we strive to provide.  Please accept my sincere apology for any frustration or inconvenience this may have caused you.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
 
 
 
 
August 25, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
 
Dear...

[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 on
behalf of Department Stores National Bank. Please accept my personal apology
for any inconvenience you may have experienced in trying to obtain the tax
documents you referenced in your letter. 
 
It
was disappointing to learn that you did not receive the 1099C forms for tax
years 2013 and 2014.  In researching this
matter, I found that we are unable to locate a Macy's account using the
information you provided in your complaint. 
Please forward a copy of any documentation you have referencing a Macy’s
account in your name, such as an account number, so that I may investigate your
concerns.  Be assured that your complaint
will be addressed when adequate documentation is provided. 
 
[redacted], I understand you are requesting some type of reimbursement; however,
Macy's does not provide compensation due to a situation such as this.  If I may be of further assistance, please do
not hesitate to contact me directly at the telephone number listed below.
 
Sincerely,
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted],
Revdex.com

December 22, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your...

complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office. As a representative in this office, I was asked to review and respond to your concern on behalf of Department Stores National Bank (DSNB). We sincerely regret any inconvenience and frustration you experienced regarding this matter.   I confirmed that the $237.49 refund credited to your Macy’s account on September 26, 2017, was for debt protection program fees previously billed to your account. This refund was issued as a result of an agreement between [redacted]. and certain of its subsidiaries or in this case DSNB and the [redacted] or [redacted]. Since the refund was due to this agreement, there is no additional restitution.   We thank you for the time you took to bring your concerns to our attention. If I can be of any further assistance, you may contact me directly at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted] Revdex.com

May 10, 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 26, 2016, and May 4,...

2016Complaint Summary:  The customer stated she received an email regarding a fraudulent charge on her account in early March. She called back and stated it was not her charge and the agent advised her account would be blocked and was told not to pay her bill. She called to activate her new card and was told a claim was not filed. A few weeks later, after not hearing about her account, she called to see why her charge was not going through. She was advised there was an unpaid balance on the account. She was placed on hold, and transferred to find out why her account was unable to be used. She states the customer service is unacceptable, especially from the non-English speaking representatives.Resolution:  Ambassador Brian J. called and spoke with client.  Apologized for misinformation she had received regarding the charge and advising her not to pay her bill.  He explained that the charge was never posted to her account, that the late fee has been removed.  Customer was very happy with resolution.Brian J.Macy’s Executive Office###-###-#### cc: [redacted], Revdex.com

I want them to do something so that this never happens again. I need to be compensated for them wasting my time.

August
19, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
 
Re:  [redacted] – Case #[redacted]
        Revdex.com Complaint ID
[redacted]...


        Macy’s store account ending in [redacted]
 
Dear
[redacted]:
 
I
am in receipt of your complaints filed with both the [redacted] ([redacted]) and the Revdex.com that were forwarded to
Macy’s Executive Office.  As a liaison in
this office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.  We
regret any frustration you may have been caused regarding the $77.46 payments
that were returned by your bank as unpaid and for the delinquency reported on
your Macy’s account.
 
Enclosed
are the billing statements for March through July 2015.  Although payments were received in April and May
2015, both of these payments in the amount of $77.46 were returned to us unpaid
by your bank and subsequently, return check fees, late charges and interest
charges were applied to the account.  On
May 15, 2015, the account was reported to the credit reporting agencies with a
30-day delinquent status.  When no payment
was received by the June 18, 2015, due date, the reported status was modified
to show a 60-day delinquent status.
 
The
telephone conversation you had with a member of our collections department on June
28, 2015, was after the account was already reported as a 60-day delinquent
status.  Further, I understand that you
are now claiming that during the conversation, the collections representative
agreed to remove additional fees from your account.  While I regret any miscommunication you feel
may have occurred, our records show that the representative you spoke with declined
this request.  Our records further show that
the call was placed on hold while the representative called our return check
department to discuss your request to remove additional fees.  Our representative then resumed speaking with
you and advised you that your request was declined since we had previously removed
return check fees as a courtesy to you in July 2014 and April 2015.  Additionally, three late charges applied to
the account in 2014 (June, August and September 2014) were also removed for you
during the billing periods of July 2014 and October 2014.  Our policy is to limit any removal of return
check fees to a maximum of two (2) during any twelve (12) month period, and a maximum
of three (3) late charges removed during any twelve (12) month period.  You were advised on June 28, 2015, by our representative
that we would be unable to remove additional fees for you.  However, as an additional courtesy to you, a
$35.00 late fee and $6.20 in interest charges were removed on August 1,
2015. 
 
I
regret that we are unable to remove additional fees for you.  These fees and charges were appropriately
applied to the account per the Department Stores National Bank Credit Card
Agreement which also discloses that late payments, missed payments or other
defaults may appear on your credit report. 
Since the information we are reporting is accurate, we are unable to
remove the sixty (60) day delinquency for July 2015 from your credit
report.  On August 18, 2015, we requested
that the credit reporting agencies update their records and report your account
as ‘customer disputes reporting.’
 
In
your complaint to the [redacted], you reference that the return checks in April and
May 2015 were the result of an error on the part of your bank.  If that is the case, please have your bank
send a letter to my attention at the address noted above, confirming the nature
of the problem that resulted in the error and confirming it occurred on the
dates the checks were returned to us as unpaid, and I will review the matter
for you.
 
Thank
you for bringing this matter to our attention and giving me the opportunity to
respond. Please do not hesitate to call me at the telephone number listed below
if I may be of further assistance.
 
Sincerely,
 
 
Carrie
W.
Macy’s
Executive Liaison
[redacted]  Extension [redacted]
 
Enclosures /mailed August 19, 2015
 
cc:  [redacted]
       [redacted], Revdex.com

July 07 2015
 
 
[redacted]
[redacted]
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint forwarded to us by the Better Business...

Bureau. As
a representative of Macy's Executive Office, I was asked to review and respond
to your concerns.
 
On
behalf of Macy's, please accept my apology for any inconvenience you experienced
when your order #[redacted] did cancel. We regret the delay in reissuing the
gift card to replace those in the order which were discarded. A $75.00 Macy's
gift card has
been sent to replace your gift cards.
 
[redacted]
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. We appreciate the opportunity to improve our customer
service. Please do not hesitate to contact me at the telephone number listed
below if I can be of further assistance.
 
Sincerely,
 
 
 
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], Cincinnati Revdex.com

April 29, 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]. 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. 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.   
I have no idea what facts Macy's mentioned. The only thing they cared was the billing and shipping address I used. That could be the reason they cancelled my order. The facts were that I never received the gift cards they issued as refund. The gift cards questioned was used in the local Macy's at DE, that was true. But I never got the gift cards, and I don't know who used gift cards. Macy's never contacted me regarding the order or the gift cards. And I contacted Macy's regarding the gift card a couple of times. I called the customer service, told them I never received the refund gift card, and told them to cancel the gift card. They neither cancelled the gift card nor reissued a new gift card. They even refused to tell me the gift card number they issued as refund. If they cancelled the gift card when I called them, nobody could use it at all. And it would be much easier for them to reissue a new gift card.It is Macy's fault that result in the lost of the gift card, they could have a lot of ways to avoid the loss, but they did not do anything. They had no proof where they mailed the gift card, when it was delivered, and who signed the package. I can't accept the way they thought they solved the issue. Their customer service is really poor and would not take any responsibility.Thank you for your help.  
Regards,
[redacted]

[redacted]   [redacted]
      February 27, 2017   [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy’s...

[redacted] account ending in [redacted]         Macy’s Store Account ending in [redacted]                      Dear [redacted]:   I am in receipt of your complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).   In reviewing our records, I found that the above referenced Macy’s [redacted] account was opened in March 2010 and is an individual account held in [redacted] name only.  The Macy’s store account is your jointly held account and was opened in December 2015.   Our records show that the billing statements for the Macy’s store account were sent to the “[redacted]” address referenced in your complaint and we received notice of returned mail on August 24, and September 20, 2016. Per the terms of the DSNB Credit Card Agreement, “You agree to notify us promptly in writing if you move.  Until we receive notice of your new address, we will continue to send statements and other notices to the address in our records.” I have enclosed copies of the billing statements you did not receive from July 2016 to January 2017, for your review.   We received notice of a change in address for the Macy’s [redacted] account on March 26, 2016; however, because you hold two separate accounts and we only received a request to change the address for the Macy’s [redacted] account, this was the only account updated to reflect your new address referenced above.    On July 16, 2016, the Macy’s store account was used to purchase [redacted] merchandise totaling $40.73.  The billing cycle closed on July 29, 2016, with a total new balance of $40.73 and minimum payment of $27.00 due by August 26, 2016.  When we did not receive any payment by the due date of August 26, 2016, you were charged the applicable late fee and interest in accordance with the DSNB Credit Card Agreement.  Your account continued to accrue late fees and interest each month the balance remained unpaid.  The Macy’s Store account was closed on November 29, 2016, due to the delinquency.   I am sorry to learn of your dissatisfaction with the service you received from Macy’s collections department. Our representatives were hoping to assist you in preventing further delinquency on your account. During your conversation with our collections department on February 1, 2017, the representative updated your mailing address for the Macy’s store account to the “[redacted]” address referenced above. On February 9, 2017, as a courtesy to you; they waived a total of $72.00 in late fee charges and a payment of $197.50 was processed, which satisfied the remaining balance of the same amount.   Because we received notice of return mail for the Macy’s store account, and because of any misunderstanding that occurred when the address on your Macy’s [redacted] account was updated in March 2016; we credited the remaining late fees ($138.00) and interest ($18.77) charged to the Macy’s store account since August 26, 2016, leaving a credit balance on your account totaling $156.77.  I have taken the liberty of sending Credit Balance Refund Check to you for this amount; please expect this to arrive under separate cover within 7-10 days.   We have also requested the credit reporting agencies remove the previously reported delinquency from your credit reports for September 2016 through January 2017.  Please allow up to 30 days for our request to reflect on your credit report, this letter will serve as confirmation of our request in the interim.   Your complaint indicated that [redacted] is considering closing the Macy’s [redacted] account; however, since the complaint did not contain a direct request to do so, this account remains open and currently has a zero $0.00 balance.  We appreciate your loyalty to Macy’s and hope you reconsider this decision and continue to allow us the opportunity to serve you.   Thank you for bringing this matter to our attention and allowing us the opportunity to resolve this matter amicably.  If I may be of further assistance to you, please contact me at the telephone number listed below.   Sincerely,   Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures/mailed February 27, 2017   cc:  [redacted], Revdex.com

We are in receipt of complaint ID #[redacted] regarding the customer's mattress purchase. The [redacted] has approved a full replacement of   the mattress for the customer.  At this time, Macy's will consider this matter closed. Sincerely, Macy's Executive Office###-###-####

[redacted],
We are in
receipt of claim id #[redacted] regarding the customer's furniture
purchase.  Due to this ongoing issue, the customer has
advised that he does not want to pursue the issue with us further. 
We have provided the customer with our contact...

information and we will also
discount the customer's order due to the inconvenience.  At this time,
Macy's will consider this matter closed.
Thanks,
Macy's
Executive Office

On 4/25/16 I submitted a complaint with a typo the completely changes the context of my complaint. Complaint ID[redacted] stated that in August 2015 Macys changed the way I receive my bill WITH my knowledge. It should have read WITHOUT my knowledge. How do I correct this typo?Message to Revdex.comThis is an...

addendum to complaint ID[redacted] due to a TYPO on my original complaint.

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 your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.The response indicates that I did not "provide a valid e-mail address" in my Revdex.com complaint.  This is patently false.  I am receiving Revdex.com correspondence just fine and would challenge Macy's to produce any evidence of attempts to reach me by email.The response indicates that "new return policy signs are posted throughout the store"; this is also not true.  I visited the store several times and did not see any posted signage.  I cannot state with certainty what is printed on new receipts; due to circumstances beyond my control, I was seldom in the area late 2016 and my visits to the store when in town were to execute the returns.  Unfortunately, those returns were denied and, resultingly, I declined any further purchase.The response state that "we had a three month grace period with more flexibility to honor returns for purchases that were made more than one year prior to the attempted return."  This may or may not be true.  What I know, with certainty as a result of my direct experience, is that the store did not exercise any flexibility and my returns were denied directly due to the newly imposed time restriction.  I also note, however, that I am now well aware that store employees do not necessarily follow the intended guidelines.  I specifically visited the store again on February 5, 2017, attempting the same return after being advised to attempt one more time before escalating the matter further.  At that time, I was again told that the returns were denied.  There are eight items that I've been trying to return, with a total return value of just over $100.  Some of the items are well within even the new 365-day window, but I was consistently told that even those items are eligible only for a gift card return.  I pointed directly to the back of the receipt which says that refunds would be in the form of the original payment, but that fell on deaf ears: The sales associate continued to tell me that the policy had changed and I was not eligible for a cash refund; I was told the same thing just yesterday, but I didn't make a scene or argue yesterday, because I didn't have the time and I am really tired of dealing with this.  It is clear that your store employees have either been misinformed or have some other reason for deciding to amend the written policies.All of the items hav[redacted] labels.  I was told at one point that [redacted] labels are no longer valid for returns and are not considered proof of purchase.  This is also new and runs directly contrary to everything I've previously been told, and is inconsistent with previous experience at the store.  Nevertheless, the result was unchanged when I returned with actual receipts.Let me again state my primary concern: Macy's is bending over backward to assert it's right to change policies; the change of policy is not the issue.  The issue is that you are attempting to retroactively apply the new policy to items purchased under the old policy.  Your policies play a large role in purchasing decisions.  Advertising and promoting a return policy, and then changing it and retroactively applying it to prior purchases without notice is unacceptable.Regards,[redacted]

I have attempted to respond to Macys without further response from them The last email I received expressed that they didn't charge me as far as they were concerned . They did charge me for both comforters , I only canceled one comforter and they are refusing to refund me. I am seeking legal action at this time