Macy's

April 08, 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.
Unfortunately,
a thorough review of your orders and claims of non-receipt of merchandise did
result in your being cautioned about the continuation of such claims on
February 13, 2016. Further, Macy's did inform you that further credits would
not be issued for online Macy's orders on March 2, 2016 because of excessive
claims. Therefore, further credits and accommodations will not be provided.
As a
point of integrity, I have issued the refund for order #[redacted] for $225.29
to your [redacted] ending in [redacted]. This is a one time exception for you as we
documented the error in shipping.
While
you may not be in agreement, I hope you understand the logic of our decision.
If there are further questions about Macy's policy, please do not hesitate to
contact me at the telephone number listed below.
Sincerely,
Marjorie Bell
Macy's Executive Office
###-###-#### Extension [redacted]cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]     June 10, 2016   [redacted]   Re:  Revdex.com Complaint [redacted]        Macy’s account ending in [redacted]   Dear [redacted]...

[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 apology for any frustration this matter may have caused you.   Per the terms of the Department Stores National Bank Credit Card Agreement, interest is charged on the outstanding balance of your account until the day you pay the full balance owed on that account type.  For example, if you have been paying only the minimum payments on your balance and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the date that your payment is received.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement.  This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  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.    Applying this billing policy to your Macy’s account, the $2.63 interest charge that appeared on your April 15, 2016, billing statement included interest for the outstanding balance on your account between the bill date of March 17, 2016, and the date (April 10, 2016) that your $168.74 payment was applied to your account.  Since the $2.63 interest charge was not paid in full, another $2.00 interest charge was assessed on May 17, 2016.  However, this $2.00 interest charge was removed when you called in on May 18, 2016, and made a payment of $2.69.  As of the date of this letter, the account balance is zero ($0.00).   [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 at the number listed below.   Sincerely,       Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
October 19, 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 inconvenience you may have experienced in resolving this
issue.
Thank
you for the courtesy you extended to me during our telephone conversation on
October 15, 2015.  Upon reviewing your
account and the information you provided, our payment research team was able to
locate your $574.08 payment and apply it to your account.  I also removed interest charges totaling
$26.62 which resulted in a credit balance of $17.89.  I requested a Credit Balance Refund check to be
sent to you at the above address.  Please
allow seven (7) to ten (10) business days for the check to arrive.
[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 call me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

Dear Tina Geers: We are in receipt of Revdex.com Complaint Rebuttal #[redacted] for [redacted].We have spoken with Mr. [redacted] and he advises the issue has been resolved for him.Further, I have provided my direct contact information if the issue arises in the future. We apologize for all the trouble and inconvenience.Based on the above, we consider this issue resolved. Michele S[redacted]Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

[redacted]   [redacted]
January 29, 2016
[redacted]
Re:  Revdex.com ID #[redacted]
        Macy's account ending in...

4650
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.
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
billing cycles after a past due payment occurred.  Interest is charged each month the account
carries a balance.  The minimum interest
charge is $2.00.
Your
billing statement for the period ending September 23, 2015, had a $30.74 (your
new purchase) balance with a $27.00 minimum payment due by October 20,
2015.  When no payment was received by
this due date, your account was charged the applicable late fee in accordance
with the terms of the Credit Card Agreement. 
The billing statement for the period ending October 23, 2015, had a
$59.74 balance with a $57.00 minimum payment (including a $27.00 past due
amount) due by November 20, 2015.  When
we did not receive a payment by November 20, 2015, your account was charged
additional fees bringing your account to a $99.74 balance with a $98.00 minimum
payment due by December 20, 2015.  We
received a $99.74 payment on November 25, 2015, and on January 4, 2016, we
removed a $2.00 interest charge, leaving your account with a zero ($0.00)
balance.
With
respect to your claim of non-receipt of billing statements, I found that on
January 10, 2015, you registered your Macy's account on macys.com to receive
electronic billing notices only [email protected] and stop paper
statements.  My research confirmed that
while you received prior email notices, we did not send email alerts for the
September 2015, October 2015, and December 2015 billing statements.  Our records show we successfully sent
notifications for November 2015 and January 2016 statements.  For reference, I am enclosing copies of
billing statements for the time period September 2015 through January 2016.
Because
you did not receive any statements for September 2015 and October 2015, I
removed a total of $69.00 in accumulated fees, which left your account with a
$69.00 credit balance.  I took the
liberty of sending you a refund check for this amount (under separate cover),
which you should receive within 7-10 business days.  Additionally, we requested [redacted]
and [redacted] remove the 30-days past due reported in November 2015 from your
credit report.  Kindly permit seven 7-10
days to make the necessary corrections. 
Until then, this letter will serve as confirmation of this request.
[redacted], please accept my personal apology for the problems you have
encountered trying to resolve this issue and thank you for bringing this matter
to our attention.  I regret that you
closed your account on November 25, 2015. 
Kindly know that we have policies in place in order to comply with all
federal and state laws in our credit practices. 
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 January 29, 2016
cc:  [redacted], Revdex.com

January 10, 2018   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         [redacted] Ring purchase   Dear [redacted]:   Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, I was asked to further address this issue.  It is regrettable to learn that you feel my previous response did not adequately answer your concerns and that some misunderstanding remains.   In my letter dated January 2, 2018 (copy enclosed), I advised that a [redacted] representative confirmed that they have a Certificate on file for your purchase which ensures a Lifetime Warranty, and they are more than happy to assist with repairing the ring. The [redacted] associate also informed me the ring had been sent to them two times for repair in 2011. However, when you brought your ring in to Macy’s at other times for repair, it was also repaired by jewelers other than [redacted].  Because they have not been the only jeweler to provide repair service on your ring, [redacted] advised that according to their Warranty policy, it would no longer qualify for an exchange or refund.  In addition, your ring has been in your possession since 2011, and Macy’s 30 day fine jewelry return policy was clearly posted in our jewelry department at the time of your purchase, which states it must be unworn with the original tags attached in order to process a return or exchange.  Therefore, our position has not changed.    Again, if you would like to send your ring to [redacted] for repair, you may bring it to any Macy’s location, and request to have it mailed to [redacted].  You may also contact [redacted] directly by calling them at ###-###-####, or e-mailing them at customerservice@[redacted].com.    [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you need assistance on a different matter.   Sincerely,     Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure   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. They have already credited the full amount of the delivery charge to my AMEX.Thank you for assisting in a very speedy resolution.
Regards,
[redacted]

[redacted]   [redacted]
February 26, 2016
[redacted]
Re:  [redacted] – Case
#[redacted]
       ...

Revdex.com Complaint ID
[redacted]
        Macy’s account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your complaints filed with the Revdex.com and the
[redacted], 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. 
I
was disappointed to read that you had problems receiving your billing
statements and that your account address was changed to an address that was not
yours.  I am also sorry that part of the
problem with your account payments was that you were not notified in a timely
manner due to not receiving your billing statements.   We sincerely regret any frustration you may
have experienced and for the length of time it took to resolve these issues.
On
December 28, 2015, you called about the past due status of your account.  You were able to confirm that the address we
had on file for [redacted] was not your current address and we reinstated
the address listed above for your account. 
Additionally, we removed the $65.00 in late fees and $4.00 in interest
charges, bringing your account balance back to $47.45 for the original
purchase.  You paid this amount that same
day and closed your account.  We have
since removed the $2.00 interest charge from January 26, 2016, leaving a zero
account balance.
Due
to the address problems and non-receipt of your billing statements, we cleared
our internal records of any delinquency associated with this issue, and
requested that the credit reporting agencies update their records and delete
the delinquency reported for December 2015 from your credit file.  Kindly allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files. 
Upon
review, I found that your account was opened using the address listed above and
had a $47.45 balance for the billing period ending October 26, 2015.  On October 28, 2015, your account address was
changed to [redacted] by telephone via our automated Voice Recognition
Unit.  After authorizing a customer by
requesting the customer input their account number and some identifying
information, a customer could update their mailing address using the voice
recognition system. 
We received
your $47.45 payment on November 20, 2015, by telephone; however, the payment
was returned by your bank unpaid on November 24, 2015, causing your account to
become delinquent.  Unfortunately, we
were unaware that you did not receive the November 26, 2015, billing statement showing
that your payment was returned.
If I
may be of assistance in the future, do not hesitate to contact me at the number
listed below. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:   [redacted]
        [redacted], Revdex.com

May 20, 2016  [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 concerns on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused.  My research in to this situation confirmed the following -  • [redacted] was added as an authorized buyer on your account on April 30, 2013.  • The balance has reached its present level due to a series of large payments to the account that were subsequently returned unpaid by the bank.  After receiving the payments, additional purchases were initially allowed.  The amounts of the payments were then added back to the account balance.  • Returned check fees, late fees, and interest charges have also been added, which increased the balance.  • Our records show that our fraud area has notified you multiple times in the past that your fraud claim has been denied.  As the account holder, you are ultimately responsible for the use of your account by an authorized buyer.  • Our position on this situation has not changed.  Your account balance is $1,829.24, and has been charged off as a bad debt.  However, we previously coded the account with the credit bureaus as “customer disputes reporting.”  [redacted], we appreciate this additional 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  cc: [redacted], Revdex.com

June 13, 2016  [redacted]Cincinnati Revdex.com1 E. Fourth StreetSuite 600Cincinnati, OH  45202 Revdex.com Case No. [redacted] Dear [redacted]:  I am in receipt of [redacted]. As a representative of Macy's Executive Office, I was asked to review and...

respond to her concerns. Upon speaking with [redacted], she explained that all she wanted was the difference she paid for the shoes.  I apologized and processed a credit for the difference of the online price and the price tag on the shoes she received.  For her inconvenience, I sent a $25 gift card.  [redacted] was satisfied with the resolution. We apologize for any inconveniences experienced by [redacted] and we consider this complaint closed. Sincerely,   Lori L.Macy's Executive Office###-###-#### Ext [redacted]

April 18, 2018[redacted]Re: Better Business Complaint ID [redacted]Macy's ApplicationDear [redacted]:I am in receipt of your new complaint filed with The Revdex.com, which was forwarded to Macy's Executive Office on April 16, 2018. As a...

liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).Our records indicate we received your complaint filed with the [redacted]) on March 16, 2018, regarding this same matter. We responded to the [redacted] complaint in a letter dated April 13, 2018. A copy of our response is enclosed.Thank you for bringing this matter to our attention and giving me the opportunity to reply. Feel free to contact me at the telephone number listed below if you have additional questions.Sincerely.Nancy M.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: The Revdex.comApril 13, 2018 [redacted] Re: [redacted] - Case # [redacted]Macy's Application Dear [redacted]: I am in receipt of your complaint filed with the [redacted]) which was forwarded to Macy's Executive Office on March 16, 2018. As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). I can certainly understand your frustration and I apologize for any disappointment you experienced regarding the Macy's application that you recently submitted online. Our systems use many methods to confirm the identity of every applicant during the application process. Sending a password or code to a customer's verifiable telephone is one of the security methods we use. Your application was declined because we were not able to complete the required verification of your telephone number. Enclosed is a copy of the letter dated March 9, 2018, which states the application was denied because we were unable to verify identity information. Unfortunately, the approval letter you received was sent in error by our agent. We are not able to approve your application at this time. We continue to use Driver's Licenses and state issued IDs for identity verification. However, we also use current technology if it can reduce fraud and loss for the Bank. Thank you for bringing this matter to our attention and giving me the opportunity to reply. Feel free to contact me at the telephone number listed below if you have additional questions. Sincerely, Nancy M. Macy's Executive Office###-###-#### Extension [redacted] Enclosure cc: [redacted]

[redacted]   [redacted]
*     July 23, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy’s account ending in [redacted]   Dear [redacted]...

[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.   A review of your account shows that after you spoke with Kelley on June 27, 2016, your request was escalated to a Manager for further review.  I am pleased to share that on July 2, 2016, we cleared our internal records of any delinquency associated with this issue, and requested that Equifax, Experian and TransUnion delete the late payment history for April 2015 and May 2015 on your Macy’s account from your credit report.  A letter was also sent to you advising you of the action we took to resolve your concerns.  Kindly allow at least thirty (30) days for the agencies to modify their records to reflect the information contained in our request.  This letter will serve as confirmation for our 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 contact me at the number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] Sorry for the day in getting back to you. I was waiting for the check from Macys which did arrive.Yes this case is closed to my satisfaction. Thank you VERY much to the Revdex.com for your help getting this resolved.

This customer , [redacted],  says she has not received her letter and the enclosures.  Please let her know, we mailed it April 5th, this is stated on the bottom of the letter that we send to Revdex.com. ‘enclosures / Mailed April 5, 2017’. it has been 3 business days.   mail delivery will take 7-10 business day.  Hope this helps.  Thank You

June 28, 2016[redacted]Re:  Revdex.com Complaint ID [redacted]Macy’s account ending [redacted]On behalf of Department Stores National Bank:                            ...

                Contact date with customer:  June 22, 2016Complaint Summary:  Customer filed a complaint regarding a misapplied payment sent March 15, 2016, which cleared her bank on March 22, 2016.  The customer called April 18, 2016, regarding the payment not showing on her account and when requested to send the front and back copy of the cashed check she refused and filed Revdex.com complaint on April 19, 2016.Resolution:  I spoke with the customer and informed her that after researching, we were able to locate the payment.  I advised it will take 7-10 days to apply to her account.  I also informed her that the account number on the check was inaccurate causing it to not post appropriately to her account.  Customer was happy with the outcome and thanked me for the call.Sincerely,Monique M.Macy's Executive Office###-###-#### Ext [redacted]cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
I received voice mail from Kerry A. and called back, but I didn't get any response from Bloomingdale's
Regards,
[redacted]

[redacted]   [redacted]
*
April 18, 2016
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's
account ending in [redacted]
Dear
[redacted]...

[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 inconvenience you may have experienced. 
Thank
you for providing the macys.com order numbers for your returns.  After reviewing each order, I found that the
returns in question have been credited back as follows:
















































































































































Order #

Returns

Credit

Date of
Credit

Statement
Period Ending

Gift Card
Issued

Gift Card
Amount

[redacted]

$113.90

24.99 +tax

12/10/2015

12/24/2015









24.99 +tax













14.99 +tax













18.25 +tax













22.25 +tax











$32.39

$32.39

12/26/2015

1/24/2016





[redacted]

$153.32

$120.93

10/26/2015



Ending in
[redacted]

$120.93





$32.39

12/26/2015

12/26/2015





[redacted]

$299.68

$15.52

10/22/2015

10/23/2015









$7.76

11/5/2015

11/23/2015









$164.12













$7.76













$104.52

12/2/2015

12/24/2015





[redacted]

$77.73

$25.91

9/17/2015

9/23/2015









$51.82

10/15/2015

10/20/2015





All
of the returns listed above were returned as a credit to your Macy’s account
ending in [redacted] with the exception of $120.93 which was credited to a gift
card.  The items listed above with “+tax”
were returned in a store location with items from other orders or
purchases.  Should you wish to have the
funds from the gift card noted above returned to your Macy’s account, you may
call macys.com at ###-###-#### to request the transfer of funds.  Please have the order number and gift card on
hand. 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I can 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

February 15, 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.    Please be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.  Macy’s Money exclusions and disclosures are clearly and prominently stated on each coupon and the purchase receipt.  There was never any intention to be deceptive or not disclose the details of the coupon as you stated in your complaint and we regret that you feel otherwise.   As you read and were previously advised, any return of the merchandise used with the coupon will reduce your refunded amount.  Regrettably, I must decline your request for a refund of $10.00.    [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We understand this was not the resolution you were seeking, but hope you can understand our position although it may differ from your own. In order to ensure the efficiency of operations, it is necessary to maintain and adhere to specific policies and procedures so that each of our customers nationwide receives fair and consistent treatment. We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future. Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
 
 
 
 
September
28, 2015
 
 
[redacted] *
[redacted]
 
Re:  Revdex.com ID [redacted]
   ...

   Macy's [redacted] ending in [redacted]
       Macy’s store 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 Store National Bank.  My attempts to reach you by phone at your
request were unsuccessful; however, I was able to leave you several voice mail
messages. 
 
I apologize for the customer service issues you have
encountered attempting to make payments on your Macy's accounts.  We recently made a credit system change that
required us to disable online customer access to account information during the
transition period which lasted until August 31, 2015.
 
I reviewed your Macy's store account statements for
the periods ending July 22, 2015, and August 26, 2015, and do not see any late
fees charged to your account.  In regards
to your Macy’s [redacted] account, when we did not receive a payment from
you by the September 1, 2015, due date, you were charged a $25.00 late fee and a
$2.00 interest charge per the terms of the Department Stores National Bank
Credit Agreement.  While the interest charge
on your Macy's [redacted] account is correct, as a courtesy to you, I
removed the $25.00 late fee on September 5, 2015.  This credit will be reflected on your next
billing statement.  Your account has not
been reported as delinquent to the credit reporting agencies.
 
[redacted], we are sorry this misunderstanding may
have jeopardized our relationship.  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,
 
 
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
 
cc: 
[redacted], Revdex.com

May 31, 2016   [redacted]   Re: Revdex.com Complaint ID [redacted]         Macy’s account ending in [redacted]   On behalf of Department Stores National Bank:   Contact Date with...

Customer:  May 27, 2016   Complaint Summary:  [redacted] made purchase in October 2015 that qualified for the no-interest Club payment plan.  However, the purchase is on the regular Revolving account.  She has tried to have that corrected and have the interest charges removed with no success.    Resolution:  I called [redacted] and apologized for any inconvenience she may have experienced in this situation.  I assured her that the account corrections have now been completed and the purchase is now on the Club plan and interest charges have been removed. As verification, these corrections are shown on her billing statement for the period ending May 24, 2016, which she will be receiving in the mail soon.  This resolved her complaint.    Michael J. Macy’s Executive Office  ###-###-#### Extension [redacted]    cc: [redacted], Revdex.com