Macy's

October 27, 2017[redacted]Cincinnati Revdex.comDear [redacted]:I am in receipt of complaint number [redacted]. I spoke to the customer and offered to refund her money for the mattress which she accepted. The credit has posted to her account and she considers the matter resolved.Sincerely,Sue...

M.Macy's Executive Office###-###-#### Extension [redacted]

Re: Complaint ID #[redacted]Dear [redacted]:  I am in receipt of the inquiry, filed on your behalf, by [redacted] of the Cincinnati Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns.  Please accept my...

personal apology for the condition in which you received your item.  I was disappointed to hear that your items were not properly inspected upon packaging.  Please be assured we work very closely with our fulfillment centers to make sure all merchandise is provided to our customers in the greatest condition possible.  Although I will not offer excuses for the errors that have occurred, I assure you this is not indicative of the level of service we strive to provide.  Your feedback is critical, as it assists us in genuinely understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  Thank you for assisting us as we continue to work towards our goal of providing the best customer experience possible.  Our records currently indicate this matter has been resolved.  We show the defective [redacted] have been returned for a full refund and a new order was placed for this item with a 20% discount for your inconvenience.  [redacted], thank you for being a loyal customer and bringing this matter to our attention.  Your patronage is important to us, as well as appreciated.  We look forward to continuing to satisfy all of your shopping needs.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.  My office hours are Monday through Friday, 9:00 AM to 4:00 PM, Eastern Time. Sincerely,Tonie R.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com of Cincinnati

February 3, 2017     [redacted] [redacted]   Re:  Revdex.com, Complaint ID [redacted]       Macy’s account ending [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 you opened your Macy’s account on July 24, 2016 and immediately made purchases totaling $227.90, and you were provided a New Account Discount totaling $45.58.  The first billing cycle closed on August 9, 2016, with a total new balance of $182.32, and a minimum payment of $27.00 due by September 5, 2016.   When we did not receive any payment by the due date, your account was charged a late fee of $27.00, and interest of $3.93, in accordance with the DSNB Credit Card Agreement.  Your billing cycle closed on September 8, 2016, with a new balance of $213.25, and a minimum payment of $60.93 due by October 5, 2016.  When you spoke with a Customer Service Representative on September 10, 2016, the representative agreed to remove the $27.00 late fee as a courtesy to you, and your payment of $182.32 was received.  Your payment did not include the interest totaling $3.93, therefore, this balance remained on your account and interest accrued each month that it remained unpaid.     We received your payment of $3.93, on January 10, 2017, and the representative removed a total of $14.00 in interest from your account.  These adjustments resulted in a $6.00 credit balance on your account because the representatives mistakenly over credited $6.00 in interest that was never charged to your account.  A credit balance refund of the same amount was sent to you on January 17, 2017, and you are welcome to keep this check as a gesture of our goodwill.   In reviewing your complaint, I was disappointed to learn of your experience with a representative you spoke with on January 10, 2017.  My research confirmed that the information she was relaying to you may have been inaccurate; however, I did not find any evidence suggesting that she was being dishonest about the balance or any aspects of your account.  It appears that the representative may have provided inaccurate information to you based on her own error in interpreting your account information and I regret that you may feel otherwise. Your concerns have been forwarded to the appropriate management for further agent training and development purposes.   Be assured that the Bank does not participate in unethical or illegal practices including harassment.  We comply with all regulations with regard to credit servicing. Our calls are intended as a courtesy to remind customers of a recently missed payment, and assist our customers in maintaining a positive payment history with us.  Please accept my apologies for any frustration you may have experienced.   After reviewing your account information, I confirmed that all interest charged to your account has been removed, and your account was closed on January 10, 2017, with a zero ($0.00) balance. Your account cannot be re-opened, and you would need to re-apply for any future credit needs.   Because your principal merchandise balance was paid in full on September 10, 2016, and remaining balance on your account consisted of fees only, we have requested the credit reporting agencies to clear any delinquent reporting that may have been provided regarding your account.  Your credit limit of $1,800.00 was lowered to $300.00 on January 9, 2017, as a result of the delinquency on your account from the balance consisting of fees only.  Therefore, we have also requested the credit reporting agencies to update their records to reflect the original credit limit of $1,800.00 for your account.   I sincerely regret this matter was not handled to your satisfaction and that you decided to close your Macy’s account as a result.  We appreciate your loyalty to Macy’s and regret this situation may have jeopardized our relationship.     Thank you for bringing this matter to our attention and allowing me another opportunity to resolve this amicably.  Enclosed, please find $50.00 in Macy’s Money Certificates as a gesture of our goodwill for this unfortunate situation, and an invitation to return to Macy’s as our guest.  We look forward to the opportunity to serve you again.   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   cc:  [redacted], Revdex.com        Macy’s Customer Service Management

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.  Thank you for resolving the issue and the clear explanation of what happened.
Regards,
[redacted]

September 08, 2016  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com  Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  I spoke with [redacted] by phone to resolve his complaint and to apologize for any...

inconvenience he experienced with authorization holds while ordering on our macys.com website. Mr. Bharath is satisfied that all issues have been addressed for him. If you have any other questions, please do not hesitate to contact me at the phone number listed below. Sincerely,   Marjorie B.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 find that this resolution is satisfactory to me.  I am only finding this a closed situation because I was now told, which is different then what the customer service person told me, the item is no longer in stock. The issue was not about Macy's running out of the merchandise but about being told I only had 30 minutes to respond to their email. I happen to not live on my email. I happen to have a life. Also, the lady who called me, I found to be very rude and not helpful at all and made Macy's look even worse.  If social media is correct, Macy's will soon be a company of the past.  I can understand why. There are bigger and better department stores and now they will get even more of my money. 
Regards,
[redacted]

[redacted]   [redacted]  [redacted]   September 30, 2016   [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 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 sincere apologies for any inconvenience you may have experienced regarding these issues.   My review found that your account was registered through macys.com to receive electronic billing statements as of January 17, 2015.  I verified that billing and payment notifications were being sent to the e-mail address we have on file of [redacted] and we have no documentation of our e-mails being returned as undeliverable.    Our records show that your billing statement for the period ending July 13, 2016, had a balance of $21.34 due by August 9, 2016.  When no payment was received by that date, your account was charged a $21.34 late fee, and $2.00 minimum interest charge, for a new balance of $44.68 due by September 9, 2016.  When no payment was received by that date, a $27.00 late fee and $2.00 interest charge were applied, along with $78.10 in new purchases, for a balance of $138.78, with a $62.68 minimum payment (including a $31.68 past due amount) due by October 9, 2016.   Two consecutive monthly payments were missed; therefore, your account was reported as 30 days past due to the credit bureaus.  We received your $103.44 payment on September 13, 2016.  Our records indicate you wrote in via online chat, and expressed dissatisfaction with only a partial late fee removal of $11.00 for the billing period ending August 12, 2016.  At your request, the online chat representative closed your account on September 14, 2016.  As a courtesy, two late fees of $27.00 each were removed, bringing your account to a credit balance of $18.66.  A credit balance refund check for $18.66 was sent to you on September 19, 2016, resulting in a zero ($0.00) balance.  Enclosed are copies of your statements for billing periods July 2016 through September 2016 for your records.   Research confirmed that billing alerts were received by you via email.  In addition, your account history shows that you were successful at logging in to your account online multiple times since September 2015, and I confirmed that there were no system or website errors during the time of your delinquency that would have prevented you from making a payment.  It is not the Bank’s policy to remove any delinquency unless it occurred as a result of our billing error.  Therefore, I am unable to clear the derogatory information from your credit report.  However on September 20, 2016, we instructed the credit bureaus to code your account as “customer disputes reporting.”   While I understand that this is not the resolution you are seeking, we must maintain and adhere to specific policies and procedures.  If you have any further questions, please feel free to contact me at the telephone number listed below.   Sincerely,       Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed September 30, 2016   cc:  [redacted], Revdex.com

P.O. Box 8220 Mason, OH 45040     January 16, 2018     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Store Experience...

  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.  Thank you for the courtesy you extended during our telephone conversation on January 8, 2018.  This letter is to confirm our discussion.   Please accept my sincere apology.  As we discussed, the service you received is not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and courteous sales associates available within every department, so that our customers may have shopping experiences that are both positive and rewarding.  While we do not like to hear that we have disappointed you, we appreciate the time you took to contact us.    Accordingly, I shared your comments with Patrick H., [redacted] Store Manager, so he can follow up with the appropriate action.  Please note that due to privacy and employment laws, we are unable to provide more details about any action that may be taken.  He also advises me that he will contact you directly to address your concerns.   [redacted], your business is important to us, as well as appreciated.  As I explained, although I can certainly understand your frustration surrounding these events, it is not Macy’s policy to compensate for these types of issues.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com      Store Manager, [redacted]

March 02 2016
[redacted]Cincinnati Revdex.com
1 E Fourth St.Suite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all matters...

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

November 22, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s store accounts ending in [redacted] (lost/stolen) & [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 concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   In reviewing your account, I found that fraudulent activity occurred on your account ending in [redacted] on July 16, 2016.  On July 17, 2016, we immediately closed account ending in [redacted], and opened account ending in [redacted].  A Statement of Fraud Form was mailed to you and returned, initiating a fraud investigation. The original claim was denied on August 29, 2016, but further research validated the fraudulent activity.  On September 2, 2016, a total of $921.25 in fraudulent charges were removed.  There was no interest or late fees associated with these charges.    After the fraudulent charges were removed, your unpaid balance was $970.76, with a minimum amount of $27.00 due by October 10, 2016.  The payment you made September 29, 2016, in the amount of $103.51, satisfied this minimum payment; however, this was not enough to satisfy the remaining balance of the Special Event promotional balance.  When making a payment for this type of balance you must also include the minimum payment for the Revolving balance, in addition to the full amount you wish to pay towards the Special Event balance.  For this payment, $27.00 was applied to your Revolving balance, and $76.51 was applied to the Special Event balance.  The entire balance of the Special Event account was due by October 13, 2015, to avoid paying the deferred interest; therefore, on November 13, 2016, $548.58 in interest charges was added to your balance.  In addition, a $27.00 late fee was charged because we did not receive the minimum payment of $27.00 due by November 10, 2016.    As a courtesy, I have removed the $548.58 interest charges, because you intended to satisfy the balance before the promotional period expired.  I have also removed the $27.00 late fee, and provided an additional credit to your account of $29.00 as reimbursement for the stop payment fee you were charged by your bank.  I apologize that you were told incorrect information causing you to incur this fee.  As of the date of this letter, your account is past due.  Your unpaid balance is $422.82, with a minimum payment of $85.56 due by December 10, 2016.      [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: Tina Geers, Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I was able to process 2 sets of the dinnerware as an accommodation to replace the ones that cancelled/were discontinued. I advised that I processed the order today and to allow time for it to arrive. It appears that the order is scheduled for delivery on 1/17/2018. Based on this information we are considering this matter resolved and closed. Thank you. Theresa S[redacted]Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

Hi [redacted], The customer does not provide any information as to why the complaint is not resolved.  We have previously responded 4 times and it appears we did address all issues.  The customer only states about being too busy to answer but will do so next week. At this point Macy's considers the matter closed. Thanks,Dave Dave T.  |  Executive Liaison Auditor  |  Executive Liaison Team ###-###-####  |  tieline [redacted]  |  [redacted] Macy's Credit and Customer Services  |  [redacted]

I just received the attached letter from Macy’s again. It is dated 2-23-16. This is the 4th or 5th letter I have gotten saying the same thing 60-90 day investigation time. It has been going on since MAY. Also attached is a certified receipt from the letter telling them to give me an answer and to remove the late payments from Jan and last May. I looked at complaint history for MACY’s  it seems they do the late payment notification after they tell you not to pay many times. Thanks [redacted]

April 06, 2018Dear [redacted]:I am in receipt of your complaint forwarded to us by the Revdex.com. As a representative ofMacy's Furniture and Bedding Executive Office, I was asked to review and respond to your concerns.We are sorry that you are disappointed with your furniture purchase. Although we are unable to accept the[redacted] Leather Power Rocker Recliner as a return, we are offering you a price adjustment of $640.93 to keepthe merchandise 'as-is.” This is a full and final settlement offer with no future adjustments, replacements,refunds or repairs. Please acknowledge your acceptance of this offer for the refund by providing yourmailing address for the refund to be released to. As soon as we receive your acceptance of this offer, wewill promptly issue the credit as a refund check. If we do not receive a response by 5/1/2018, we willconsider this matter closed, and conclude you are satisfied with the furniture.Thank you for allowing us the opportunity to respond to your concerns. Your continued loyalty isimportant to us, as well as appreciated. If you have any questions regarding this matter, please call ourFurniture and Bedding Executive Office at ###-###-####, have your sales check number available and acustomer service representative will be happy to help you. Of course, if I may be of further assistance,please feel free to contact me at the telephone number listed below.Sincerely,Kristin T.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]
March
15, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint #[redacted]
       ...

Macy’s [redacted] account ending
in [redacted] (closed)
        Macy’s [redacted] account ending
in [redacted] (closed)
        Macy’s account ending in [redacted] (closed)
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.
We sincerely regret any
frustration you may have experienced regarding the above-referenced Macy's and
Macy’s [redacted] accounts.  Please
be assured that we take every complaint very seriously and recommend that
customers allow up to ninety (90) days after your completed Statement of Fraud
(SOF) is received for us to complete our investigation.
In researching this issue,
we found a fraud claim was not set up for the Macy’s [redacted] account
ending in [redacted] and Macy’s account ending in [redacted] until we received your
complaint and forwarded it to our Fraud Department on December 29, 2015.  I am pleased to share that on December 31,
2015, the full amount of the fraudulent purchases and related fees were removed
for both of these accounts, as follows:
Macy’s [redacted] account ending in [redacted].  On December 30, 2015, a $446.79 fraudulent
charge was removed leaving your account with a zero ($0.00) balance.  Because a hold was placed on the billing
statements after October 2015, I am unable to send you a statement showing
these adjustments.  I have requested a
release of the hold status, and once it generates, I will send you the
statement.  This account was not reported
delinquent to the credit reporting agencies.
Macy’s account ending in [redacted].  A
total of $1,302.47 in fraudulent charges and $119.09 in related fees were
removed.  I am enclosing a copy of the
billing statement for the period ending on January 18, 2016, which shows these
adjustments.  The $10.59 balance shown on
this statement was removed on January 19, 2016, which left your account with a
zero ($0.00) balance.  You will see this
adjustment on the February 2016 billing statement.  Also, I cleared our internal records of any
delinquency associated with this issue, and requested that [redacted], [redacted]
and [redacted] update their records and delete any history of delinquency for
December 2015 from your credit report.[redacted], we regret that this
matter escalated to this point; however, we appreciate you bringing this matter
to our attention and allowing me the opportunity to respond.  Be assured all of the accounts listed above
have zero ($0.00) balances and are closed as you had requested.  If you have any further questions, do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Regina
M.Macy's
Executive Office
###-###-#### Extension
[redacted]
Enclosures / mailed March 15, 2016
cc: [redacted], RevDex.com

Revdex.com:its maddening that Tara said I haven't responded.  I left her a vm the day after she left me one. I also replied to the email she sent me . I was at work when she called and I am on pacific standard time.  I also sent an email.  The voicemail she left me was dismissive and basically said I just didn't wait long enough ( from Dec 9, it's February) .  It doesn't address the issues I encountered at all. There were 2 orders, she addressed one . I got my money back because my credit card company handled it for me.  Macy's did not help with resolving my issue at all. Thank god for [redacted]. I called Macy's over and over. No one there knew how to help me   They kept putting me on hold and hanging up   When you ask for a supervisor they put you on hold and hang  up . Macy's did not respond to any of the emails I sent .  How do we ensure they aren't doing this to customers in the future? Most people would have given up on getting their money back .  This company needs to be accountable for their incompetence and untrained customer service. How many consumers are unable to get their money back? How many people are getting ripped off and hung up on? How do we protect all the other consumers? 
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]

May 20, 2016[redacted] [redacted] [redacted] Re:  Revdex.com Complaint ID [redacted]        Macy’s 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 review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused and for the level of service you described receiving.   My research confirmed that your payment of $227.26, made in the store on January 27, 2016, has been located and applied to your account.  Unfortunately, the store associate made an error when inputting your account number after doing an account number look-up.  We removed all interest charges and late fees, and your account has a zero ($0.00)  balance.  Moreover, we removed the record of delinquency from our records associated with this situation and also directed the credit agencies to correct their records as well.  Please allow the agencies thirty (30) days to make the necessary changes.  With regret, this letter will confirm that your account was closed at your request on April 29, 2016.  [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below.Sincerely,Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

[redacted]   [redacted] May 20, 2016 [redacted]
[redacted]
[redacted] Re:  [redacted] - Case #[redacted]         Revdex.com ID [redacted]...

        Macy's [redacted] 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).  In reviewing your complaint, I found you elected to receive electronic notifications when your monthly billing statements were available to view through macys.com.  Our records also indicate the notifications for November 2015 through April 2016 were successfully delivered to [redacted], the email address you provided.  We are able to see that the notifications we sent for November 2015 and April 2016, were opened on November 16, 2015, and April 23, 2016, respectfully.  You de-enrolled from paperless statements on April 23, 2016.  The billing statement for the period ending November 12, 2015, had a $56.84 balance, with a $27.00 minimum payment due by December 9, 2015.  When no payment was received by this date, your account was charged a $27.00 late fee and a $2.00 interest charge in accordance with the terms of the DSNB Credit Card Agreement.  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 $421.32 on April 27, 2016, which brought your account to a current status.  Enclosed are copies of your billing statements for the periods ending November 12, 2015, through April 12, 2016, as reference. 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 payments on the account during the timeframe of December 2015 through March 2016.  Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on May 11, 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] Enclosures cc:  [redacted]        [redacted], Revdex.com

[redacted]   [redacted]
February
8, 2015
[redacted]
Re:  [redacted] - Case
#[redacted]
Revdex.com ID [redacted]
Macy's account ending in [redacted]
Dear [redacted]...

[redacted]: 
I am in receipt of your complaints filed with the
[redacted] and the Revdex.com 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).  For clarification, our calls are intended as a
courtesy to remind customers of a recently missed payment, and are also an
opportunity to assist our customer with maintaining a good payment and credit
history with us.  I apologize if you felt
differently.
Our records indicate that you electronic statement
alerts were being returned to us as “undeliverable” to the email address
[redacted] starting on October 11, 2014, requiring us to send paper
statements to the billing address on file as we are required by law to send you
a monthly billing statement.  On January
6, 2015, you called to advise that you were receiving paper statements when you
signed up for electronic statements.  We
advised that the statements were being blocked by your email provider and that
you would need to have the block removed. 
On January 13, 2015, we again received notification that the email
statement was undeliverable and we sent a paper statement.  We received the same notification on February
11, 2015, and sent a paper statement.  On
March 26, 2015, we advised that we were still receiving notice that email
statements were undeliverable and advised you to add alerts@opsemail to your contact
list to prevent the notices from being sent to a spam folder.  On April 11, 2015, we received notification
that the email statement was undeliverable and a paper statement was sent. 
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 February 6, 2015, had a $261.14
balance, with a $25.00 minimum payment due by March 6, 2015.  When no payment was received by this date,
your account was charged a $25.00 late fee and $4.95 interest charge in
accordance with the terms of the DSNB Credit Card Agreement.  The terms of the DSNB 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. 
The billing statement for the period ending March 6,
2015, had a $291.09 balance with a $75.00 minimum payment (including a $25.00
past due amount) due by April 6, 2015.  We
received your payment of $266.09 on March 31, 2015, resulting in a balance of
$29.87 (including a $4.87 interest charge) with a $25.00 minimum payment due by
May 6, 2015.  When no payment was
received by this date, your account was charged a $25.00 late fee and $2.00
interest charge resulting in a new balance of $56.87 with a $56.87 minimum
payment due by June 6, 2015.  On May 8,
2015, as a courtesy to you we removed a $25.00 late fee and $4.87 interest
charge, however your account was charged a $35.00 late fee and $2.00 interest
charge resulting in a new balance of $64.00 with a $64.00 minimum payment due
by July 6, 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. 
Our records show that your past due amount consisted
of late fees and interest charges and for that reason, I removed $235.00 in
late fees and $19.66 in interest charges resulting in a zero ($0.00) balance on
the account.  We have cleared our
internal records of any delinquency associated with this issue, and have
requested the credit reporting agencies update their records and delete this
account from your credit report.  Please
allow the agencies approximately seven (7) to ten (10) business days to make
the necessary corrections to update their files.  This letter will serve as confirmation of
this request.  As of the date of this
letter, the account is closed and has a zero ($0.00) 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
contact me at the number listed below.
Sincerely,
Janice
D.
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.   This business sent a letter to me in June 2017 stating they found I was the victim of identity theft. They were able to immediately increase my decreased credit balance, pay off the balance on the card and remove one late payment. According to [redacted], the company reported I was late twice. This is particularly odious to me because the company, prior to June 2017, acknowledged I was the victim of identity theft. Most credit card companies freeze your account and issue a new card. Macy's issued a new card and account number but continued to hold me liable for fraudulent charges. I am very dissatisfied with the way my claim was resolved; this is my second complaint. Macy's should have cleared all issues with all three credit bureaus prior to June 2017. Macy's should have never reported I was late because they knew I was the victim of identity theft.
Regards,
[redacted]