Macy's

[redacted]   [redacted]         May 15, 2017     [redacted]   RE: [redacted] – Case #[redacted]         Revdex.com Complaint ID # [redacted]         Macy’s [redacted] Account Ending in [redacted]   Dear [redacted]:    I am in receipt of your complaints filed with the [redacted] (CFPB) and forwarded to Macy’s Executive Office on May 5, 2017, and a Revdex.com complaint forwarded to Macy’s Executive Office on May 2, 2017.  As a liaison in this office I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  We are sincerely sorry to learn of the events that occurred within your family and understand that these events must be difficult to overcome.  We want to extend our sincere sympathy.    As a company committed to outstanding customer service, we do not like to hear that we did not meet your expectations regarding the level of service you received when contacting Macy’s about your above-referenced Macy’s [redacted] account.  Please be assured that we take the level of customer service very seriously and make every effort to address and correct areas where we fall short.   Enclosed please find copies of monthly billing statements for your Macy’s [redacted] account for the statement closing dates of May 24, 2016, through October 24, 2016, for your records.  On the statement for the May 24, 2016, closing date the New Balance was $2,187.35 with a $68.86 minimum payment due by June 20, 2016. We did not receive a minimum payment by the June 20, 2016, payment due date.  On the statement for the June 23, 2016, closing date a $37.00 late fee was charged and the New Balance was $2,294.54 with a $268.59 minimum payment due by July 20, 2016.    On the billing statement for the July 24, 2016, closing date we removed the $37.00 late fee as a courtesy, and a single payment for $68.86 was received on June 25, 2016.  This payment did not satisfy the minimum payment due at that time ($258.49) which resulted in a $37.00 late fee.  On the statement for the July 24, 2016, closing date the New Balance was $2,272.32 with a $284.15 minimum payment due by August 20, 2016.  We did not receive a minimum payment by August 20, 2016, which resulted in a $37.00 late fee.  At that time, you had missed two consecutive minimum payments and your account was reported 30 days delinquent to the credit reporting agencies. On the statement for the closing date of August 24, 2016, the New Balance was $2,357.71 with a $478.93 minimum payment due by September 20, 2016.  We received your payment for $321.22 on September 20, 2016.  This payment did not satisfy the minimum payment due which resulted in a $37.00 late fee as shown on your billing statement for the October 24, 2016, statement closing date and the New Balance was $2,187.46 with a $172.31 minimum payment due by November 20, 2016.     I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above-referenced Macy’s account.  It is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute 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.  Our records indicate we did not receive minimum payments by the payment due date on the account for July and for August 2016.   Unfortunately, we are unable to make a policy exception to accommodate your request to remove the delinquency from your credit report.  However, on February 28, 2017, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.  If you have documentation showing that you made any payments to your account during that period that are not reflected on your account, please forward a copy to my attention for additional research.   Ms. Lisa D., Coordinator in Macy’s Executive Office spoke with you regarding this matter previously.  Ms. D. also explained the Bank’s policy regarding removal of the delinquency from your credit report and because there was no bank error she was unable to accommodate your request.  However, on April 5, 2017, Ms. D. issued credit to your account for interest charges totaling $73.59 as a courtesy and your account currently shows a $72.64 credit balance.   [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]   Enclosures by mail   cc:  [redacted]        The Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. The customer was having issues returning shoes that were uncomfortable. After emailing with the customer and the store manager, the store has agreed to return the shoes. Based on this information we are considering this matter closed...

satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

March 9, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted])         Macy’s store account ending in [redacted] (open)   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 additional concerns on behalf of Department Stores National Bank.    As stated in my letter dated March 6, 2017, regrettably I must decline your request to reinstate your original line of credit on the Macy’s [redacted] account referenced above.  Per your request, I have [redacted] the Macy’s [redacted] account as of March 7, 2017.  Your Macy’s store account remains open with a $5,000.00 line of credit with the full $5,000.00 available for purchases.  I have also expedited the store cards for you and the additional account holders, under separate cover.  Please allow two (2) to three (3) business days to receive the cards.  To clarify, each account is reviewed on its own merit regarding the increase or decrease of the credit limit.    [redacted], thank you for bringing your additional concerns to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Since all of your concerns have been addressed, we consider this issue [redacted].  Please feel free to contact me on another topic in the future.   Sincerely,  Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted] August 18, 2016 [redacted] Re:  Revdex.com 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, and because I am familiar with your earlier complaint, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please be assured that Macy's takes the security of all of our customers very seriously. The security and privacy of our customer’s personal and account information, for both our Macy’s store accounts and our Macy’s [redacted] accounts are top priorities for our company.   Consistent with to our security policy, we are unable to release any information to you about our contact with your sister or your sister’s account. If she chooses to inform you of her contact with us about her account she may do so, but we cannot share this information with you without authorization from her first.  If your sister would like to raise an issue with us or file a complaint, she is welcome to do so, and we would be happy to assist her.  However, as your security and privacy are also important to us, we will not contact her to discuss your complaint or its resolution. [redacted], please accept my apology for any frustration you may have experienced.  Be assured that your sister’s complaint will be addressed once it has been received.  If you have questions regarding this letter, do not hesitate to contact me at the telephone number listed below.  Sincerely,  Ebony M.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

February 9, 2016
[redacted]Cincinnati Revdex.com
1 E. Fourth St.
Cincinnati, OH 45202Revdex.com Complaint:...

#[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. We have reviewed the complaint and have taken the following actions to resolve concerns as expressed. We have tried multiple times  to reach you by phone and by email, but was unsuccessful. Based on this, we consider the matter closed satisfactorily. Thank you. 
Sincerely,Jan B.Macy's Executive Presidential Departmentcc: [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. 
Regards,
[redacted]

[redacted]   [redacted]
 
 
 
August 18, 2015
 
 
[redacted]
 
Re:  RevDex.com ID [redacted]
        Macy’s
account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your most recent Revdex.com complaint which was
forwarded to Macy’s Executive Office.  As
a representative of this office, and the person familiar with your file, I was
asked to review and respond to your most recent inquiry on behalf of Department
Stores National Bank.  I am sorry that
our previous response did not adequately answer your concerns. 
 
I understand
you are requesting that we provide documentation regarding the receipt of the
electronic billing statements that were sent to [redacted].  Attached is the email history from January
20, 2015 through April 13, 2015, showing when the alerts were sent and if they
were opened (O) and/or the billing link provided in the email was clicked (C)
on and the date and time of the action taken. 
 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of further
assistance, please do not hesitate to contact me at the telephone number listed
below.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosure
 
cc:  [redacted], Revdex.com

Hello [redacted], I have attempted to contact [redacted] 4 times, 2 phone calls and 2 emails, with no response.  At this time I’m not sure if he is not responding due to he feels he does not want to speak with us as I have had previous Revdex.com customers tell me I should not be contacting them. ...

If you’re confused with those statements trust me you are not alone.  Or if maybe it has been resolved.  If you can assist anyway it would be greatly appreciated as always.  Thank you in advance.  Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]  Dear [redacted]:  I am in receipt of your complaint #[redacted] 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 have...

emailed you regarding our backorder information available on our site. Also, I have left several messages on your voicemail at home, to no avail. Please contact me at your earliest convenience if you still wish to resolve this matter. Thank you for your time. Sincerely,  Tara B.Macy's Executive Office###-###-#### Extension [redacted]

...

                                        ...⇄       September 27, 2017     [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in [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 liaison in 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 regarding the payment information on your account.   Upon review of your account, I see that you were sent a billing statement on May 8, 2017, with a minimum payment of $27.00 due by June 4, 2017.  When this payment was not received, a late fee in the amount of $27.00 was added to your account.  Our records indicate that on June 5, 2017, following your payment due date, your account was enrolled in Auto Pay online.    When enrolling yourself in Auto Pay, we will process payments using the bank account you designate when completing your enrollment.  Unfortunately, Macy’s does not have control over, nor are we able to verify a bank account that is entered online by the customer.  When a payment is submitted using the entered bank account and routing number, we will present it to the bank for payment.  When the June 5, 2017, payment was presented to your bank on June 8, 2017, we were informed this was a closed account.  A letter was sent to you the following day on June 9, 2017, to let you know this payment was cancelled, and that the bank account entered was invalid.   Your next billing statement closed on June 7, 2017, with a minimum payment of $51.00 due by July 4, 2017.  Your payment of $51.00 was attempted on July 4, 2017, using the same closed bank account.  When this payment was returned as unpaid by your bank, your account was considered 30 days delinquent.  On July 8, 2017, another letter was sent explaining the bank account you used for your payment was invalid, and your payment had been cancelled.  Both of these letters have been included for your review.  Our records indicate your payment information was updated on July 8, 2017, and a replacement payment in the amount of $105.00 was made on this day, bringing your account current.    It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Since the information we are reporting is accurate, we are unable to remove the delinquency from your credit report as you requested.  However, if you can provide the email message you mentioned that indicates Macy’s was using the correct bank account number, I would be happy to further review this matter.   [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter.  Please contact me at the number below if you need assistance on another topic.   Sincerely,    Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc: [redacted], Revdex.com

This is a continuation of an existing complaint that has not been resolved. While resolving the previous issue of not knowing why I was being billed/robo called/silently spam called (multiple times a day) for something I could not see on my account, the issue turned out to be that when applying for...

a new card, it will not show up on an existing account until it is added. I applied for a Macy's credit card in August and made a ~$160 purchase with the credit line (card not yet active). Time continued, and I never received the card in the mail. In September, I went back to the store, paid the ~$160, made another < $100 purchase on that line (card still not active), inquired why I still have not received the card, then requested another be sent. As it turns out, the card still was not sent to my correct address. While talking with support, there is not an apartment number on that account (what the store employee entered). There is the apartment number on my existing account (my correct address). So, without activating a card, no financial information (balances or transactions) are viewable on one's Macy's account. Without receiving a card in the mail, one cannot activate a card. One also cannot be correctly billed for the balance if it is being sent to the wrong address because the store employee or system did not include the apartment number. The problem progresses. In response to this issue, Macy's reduced the credit line amount and added interest to the balance. In a normal situation, I would be completely understanding of this. However, this being a chain reaction to an employee not adding my apartment number to the application. While talking with support, the interest will not be dropped and the credit line will not be fixed (dropped ~70 points on my credit score, ow). This is a three part resolution. I will be paying the full original balance (< $100) after I receive the new card that is "being sent" to the correct address, which support said will be here around the end of January (20 something). In response, I would ask that Macy's/whomever it takes: 1) Removes the interest added to the balance. 2) Restores the credit line/fixes what was reported to the credit bureau(s). 3) Macy's (Macy's Systems and Technologies, [redacted]) really needs to create a solution that checks for new applications to existing accounts. Not only that, but they need to follow up with customers who have inactivated cards. At the very least, if a customer has an existing account, show their information for them while they wait for the new card to arrive... It seems like the whole credit transition to [redacted] was much needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that this does not resolve my complaint.   I had changed the payment option in the Macy's account to reflect the new account(Wells Fargo) in the month of June. However, Macy's still kept charging the old bank ([redacted])account. Even when I deleted the old account information Macy's still went to HSBC to collect payment. HSBC has charged me 70$ as a penalty fee. The  Macy's customer serve returned just 35$ . I would like to get back the other 35$ too.
Regards,
[redacted]

[redacted]   [redacted]       October 18, 2016   [redacted]   Re:   Revdex.com, Complaint ID [redacted]          Macy’s...

[redacted] account ending in [redacted]   Dear [redacted]:    Thank you for the courtesy you extended to me during our conversation on October 12, 2016. As I mentioned; as a liaison in Macy’s Executive Office, I was asked to review and respond to the concerns you expressed in your Revdex.com complaint, on behalf of Department Stores National Bank.   I was disappointed to learn of the difficulties you experienced when attempting to access the online Credit Servicing options for your Macy’s [redacted] account.  We strive to provide online account servicing options that are convenient and easy to use, and from the comments you shared with me it appears we may have fallen short of this goal.   Additionally, it is also disheartening to learn that when you attempted to resolve the technical issues by calling the Macy’s Customer Service phone number and submitting your concerns via the macys.com online Customer Service form, you did not get a response to your inquiry. You can be assured these matters will be addressed.  Accordingly, I have forwarded your complaint and this letter to the appropriate Management in our Customer Service Division for further review.    I’m pleased that during our conference call with Macy’s Technical Support, we were able to resolve the Online Credit Servicing issues with your macys.com profile.  Now that you have access to the Credit Servicing Site, you will find many convenient servicing options for your Macy’s [redacted] account.  While I believe your online experience with be without flaws going forward; should you encounter any technical issues with the Credit Servicing Site accessed via macys.com, you are welcome  to contact me directly or call Macy’s Technical Support at ###-###-#### (Option 6). Macy’s Technical Support operates Monday through Saturday 9:00am to 9:00pm, and on Sundays from 11:00am to 8:00pm, Eastern Standard Time.   As a courtesy to you, the late fee ($27.00), and interest ($2.41), charged to your Macy’s [redacted] account on September 8, 2016, have been credited to your account. Your account currently has a $27.00 credit balance, which you are welcome to shop against.  Should you decide to leave this credit on your account for more than 60 days; a Credit Balance Refund Check will automatically be sent to you.  [redacted], thank you for bringing this matter to our attention and allowing me the opportunity to resolve your concerns.  While unfortunate, I am pleased to confirm this issue did not result in a delinquent payment history reporting to the credit reporting agencies.   Please accept the enclosed $50.00 in Macy’s Money Certificates as our gesture of goodwill. If I may be of further assistance to you, my contact information is listed below, and you are welcome to contact me directly.   Sincerely,       Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed October 18, 2016   cc:  [redacted], Revdex.com        Macy’s Technical Support Manager        Macy’s “Tell Us What You Think” Manager

The client was quoted 150.00 plus tax for the trip and diagnostic. when we arrived at the house the evap coil was a complete block of ice.The filter was very dirty. When the evap coil is a block of ice we can not properly evaluate the system. It take about 12 to 24 hours to defrost. We had nothing...

to do with the client not keeping his filter clean. Plus he stop payment on his check. So as it stands we have over a hour of drive time and 45 min. on site that we have not been paid for. No one works for free. Including Mr. [redacted]

January 24, 2018 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted].  I have addressed the consumer's concerns and offered a suitable reimbursement that she has accepted.  Based on...

this information, Macy's considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8220   Mason, OH 45040Office: ###-###-####

April 1, 2016
 
 
Ms. Diana...

Acuna
418 15th
Street Apartment D
Huntington Beach,
CA  92648
 
Re:       Revdex.com ID #11023727
            Macy's American Express account ending 4211
 
On behalf of Department
Stores National Bank: 
 
Contact Date with Customer:  April 1, 2016
 
Complaint Summary:  Ms. Acuna says after receiving
her new Macy's American Express card she has stopped receiving paper and online
statements.  Due to this, she missed a
payment and was charged a late fee.  She
keeps going through the endless phone loop but cannot reach a live person.  She wants someone to contact her to update her
account, have paper statements sent and the late fee reversed.
 
Resolution:  I
called Ms. Acuna today and apologized for any frustration while trying to
resolve this issue and for the delay in responding.  I reviewed her account and removed all fees to
bring account to a zero balance.  We
updated the American Express side of the account for paper statements only;
however, the customer requested closure of the American Express side of her
card and I verified it was closed.  I
explained we were having technical difficulty with our phone system previously
but they have been resolved.  The
customer stated she felt her concerns were addressed completely and she is
satisfied with the resolution.  I thanked
her for speaking with me today. 
 
 
 
Rhea Belyeu
Macy’s Executive Office
1-888-622-9793
Extension 73609
 
cc: Tina Geers, RevDex.com

January 27, 2016
[redacted]
[redacted]
[redacted]
re: Revdex.com
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.
Please
accept my apology for any inconvenience you experienced and we regret any
inconvenience due to receiving your macys.com order refunds in the form of gift
cards. The credit back to your original form of payment for $227.39 should post
to your Macy's card within 14 days. There will be a review of any related fees
and appropriate actions will be taken as necessary.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. A request is being made on behalf of Macy's Executive
Office to review the refund gift card process, especially when the customer
requests refund to the original payment. If I can be of further assistance,
please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Cincinnati Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Macy's said they would send me the dress I actually ordered at no additional cost; however, I received the wrong dress - again! Macy's obviously has some serious problems. I just want the dress I ordered. Additionally, I don't want to have the hassle of going to a shipper to send the mistaken item back.
Regards,
[redacted]

January 22, 2016
[redacted]
re: Revdex.com
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 Macy's, please accept my apology for any inconvenience you experienced
due the delay in receiving your replacement gift card for macys.com order
#[redacted]. We regret the delay in resolving this for you. Upon your request,
I have sent a replacement Macy's gift card for $90.50. We are sending an
additional $50.00 Macy's gift card for the inconvenience.
The
$80.00 that represented the 20% adjustment to your order has been requested.
This should post to your [redacted] within 14 days.
[redacted]
[redacted], thank you for bringing this matter to our attention and giving me
the opportunity to respond. If I can be of further assistance, please do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Cincinnati Revdex.com

January 4, 2018     [redacted] [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. We sincerely regret any inconvenience and frustration you experienced regarding this matter.   Upon review, I found that your $248.31 macys.com merchandise return was credited to your Macy’s account on December 12, 2017. When you called on January 3, 2018, and spoke with a representative, she conveyed this same information to you. For reference, I am enclosing a copy of your billing statement for the period ending December 15, 2017, which shows the $248.31 credit to your Macy’s account.   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,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:  Ms. Tina Geers, Revdex.com