Macy's

March 3, 2017    Dear [redacted]:I am in receipt of complaint 11905132 regarding return of the customer’s funds. We have attempted to contact him twice by phone and once by email with no response. The credit in question has posted to his account. I apologize for the delay in...

response. Thank you,Macy’s Executive Office

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.  
Regards,
 At this time, I cannot completely accept the response Macy's has offered until I see the next several month's bills and am able to confirm that my bill is sorted sorted-out and the bills remain correct. [redacted]

[redacted]   [redacted]
April 18, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com complaint #[redacted]
On behalf of Macy’s: 
Contact Date with Customer:  April 5,...

2016
Complaint
Summary:  [redacted] states that he is constantly
being sent email notifications to update his account password on
macys.com.  He doesn’t respond to the
email because there is no way to tell if you are actually dealing with Macy’s
or someone trying to access the account. 
He has requested for the emails to stop on several occasions and they
continue.  [redacted] does not have an
account with us.
Resolution:  [redacted]
does not have a credit account with us but does have a loyalty account.  I called [redacted] and advised that per his
request, we modified his advertising preferences to not receive any
communication from us.  I apologized for
the inconvenience and advised how to determine if the emails came from
Macy’s.  [redacted] was satisfied with
the resolution and happy to receive my call. 
Janice D.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

[redacted]   [redacted]
November 5, 2015
[redacted]
[redacted]
[redacted]
Re:  RevDex.com ID...

[redacted]
     Macy's
[redacted] 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. 
First, let me apologize for the customer service
issues you encountered in trying to resolve this issue.  Macy’s expects each facet of its operations
to meet exceedingly high levels of service and the service you describe in your
letter is not indicative of the quality service we strive to provide.  Your feedback assists us in truly
understanding our customer’s experiences and directs our attention to areas in
which we can improve our service quality. 
When you reported the fraudulent charges on your account, we
transferred the $422.00 balance to your replacement card on August 26, 2015.  When no payment was received by the September
20, 2015, due date, your account was charged a $27.00 late fee, for the billing
period ending September 23, 2015.  This
billing statement also included $230.00 in interest charges from your Special
Event account, resulting in a New Balance of $679.00, with a $74.06 Minimum
Payment Due by October 20, 2015.  We
received your $679.00 payment on October 19, 2015, resulting in a zero ($0.00)
balance on your account. 
Our Fraud Claims Department reviewed the information provided on your
Statement of Fraud and confirmed the $237.00 in [redacted] charges as
fraudulent.  We posted a credit of
$237.00 and credits for the associated $27.00 late fee and $2.00 interest
charge, to your account on October 26, 2015. 
This credit will be reflected on your next billing statement for the
period ending November 20, 2015.
We also credited you $241.52 in interest that was improperly charged to
your account.  This credit will also be
reflected on your next billing statement for the period ending November 20,
2015.  As of the date of this letter,
your account has a credit balance of $505.52. 
[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 number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

Dear [redacted]: We have received multiple rebuttals from [redacted] ID [redacted] regarding suits he purchased and felt the quality was not as expected. [redacted] has multiple orders where he received significant discounts, on other suits, as an accommodation. At that time we closed the complaint. He submitted another complaint for the same issue. We provided the customer a $150 gift card to go towards the purchase of another suit and still [redacted] wants additional accommodation. Based on this, we will no longer contact [redacted] regarding this issue and consider complaint [redacted] closed. Sincerely,Michele S.Macy's Executive Office###-###-####

May 16, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Macy’s Executive Office by the...

Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  I apologize for any frustration this matter may have caused you.Upon further review of the above-listed account, I found that it was opened in December 2001.  Unfortunately, due to the length of time that has passed, the documentation you have requested is no longer available.  However, I have confirmed that our records show that you are a secondary account holder on this account.  As a secondary account holder, you share full responsibility with the primary account holder for payment of any amounts owed, and we are unable to remove your name from the account.  If you would like to close the account, you may contact our customer service department at ###-###-####.With respect to your request to delete this account from your credit report, please note that our policy is to accurately report the account’s history and payment performance to the credit reporting agencies.   We have reviewed the reporting for this account and have determined that your account is reporting accurately.  However, as a courtesy to you, I have sent a request to the credit reporting agencies to update their records and have this tradeline deleted from your credit report.  Please allow the credit reporting agencies thirty (30) days to update their records, and please allow this letter to serve as confirmation of our request.  Please note that you are still the secondary account holder on this account and, as stated above, are financially responsible for any amounts owed. [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,Stephanie C.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com complaint ID [redacted]. We have spoken with [redacted] and have carefully reviewed all matters expressed in his complaint. Compensation was offered to [redacted]. However, he feels these actions are not sufficient. Again, [redacted], we believe our...

actions are more than equitable and we consider the matter closed satisfactorily. Thank you. Sincerely, Yvonne F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

Macys has refused to refund my account , stating they only charged me for 1 item. That is not true, I paid for both items at once . Then a few weeks later I canceled the 2nd item and was not refunded. Macys states that the items are not charged til sent out, also not true, my card was charged 5 times over for the same items ( that part has been resolved , thanks to my bank, not Macys.) I was sent an email saying their not refunding me  and that I was never charged for 2nd item, also not true.

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. 
Regards,
[redacted]

February 11, 2016[redacted],We are in receipt of complaint ID #[redacted] regarding the customer?s refund for the return of the mattress set that was applied to his closed account. Unfortunately, our attempts to speak with the customer have been unsuccessful. Our records indicate that the customer reached out to a customer service manager and the paperwork has been processed to move the credit to his current account. At this time Macy's will consider this matter closed.Thank you,Macy's Executive Office

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 contacted by a Macy's representativo who said credits would be posted to my account, however to date I have not received the $26.25 nor the  $32.70 credits. Further, Macy's is continuing to charge me late fees on these disputes charges.  
Regards,
[redacted]

May 5, 2017     [redacted]   Re: [redacted] - Case #[redacted]        Revdex.com Complaint ID [redacted]      Macy’s account ending in [redacted]   Dear...

[redacted]:   We are in receipt of your complaints filed with both the [redacted] and 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. I regret any frustration you may have experienced in this situation regarding your Macy’s account.   My research found that your account was charged-off as a bad debt on May 2, 2015, with a balance of $1,324.33. However, as stated in your complaint, the collection agency, [redacted], agreed to settle the account for less than the balance due with a payment of $585.18. The payment was received on February 2, 2017.   The Bank received the necessary confirmation from [redacted] and the credit bureaus have been directed to report your account as settled. Please allow thirty (30) days for the bureaus to update their records. Collection efforts have ceased. Your account is being correctly reported and we are unable to delete it from your credit report.   While I understand that this is not the full resolution you are seeking, we are required to maintain and adhere to specific credit policies and procedures so that our customers nationwide receive fair and consistent service. If you have any additional questions, feel free to contact me at the telephone number listed below.    Sincerely,     Michael J. Macy's Executive Office  ###-###-#### Extension [redacted]    cc: [redacted]       [redacted] Revdex.com

August 26, 2015
 
 
[redacted]
[redacted]
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
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 sincere apology for any inconvenience you
experienced when your macys.com order did cancel. It is never our intent to
disappoint a customer. Rather, we strive to make the order process
user-friendly and efficient. In this case, it seems we have failed to meet our
expectations, and yours. We regret that, due to our verification process and
shipment timing Macy's did not achieve delivery for this gift in time for your
event.
 
Although
we are unable to provide the $357.57 total credit you have requested, in
respect and consideration I have issued a credit adjustment of $79.90 for your
watch. You will view the credit on your Visa ending in 6917 within 7 days.
 
[redacted], thank you  for bringing this
matter to our attention and allowing me to respond. Please do not hesitate to
call 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

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 after speaking with my brother [redacted] about the returned items and gift cards received on those returned items. 
Regards,
[redacted]

I am also asking why I have not been able to use my Macy's charge cards in almost one year. I have spoken to several women in the Cincinnati Office. To no avail have they been receptive. I have paid my bills and have had several issues which took quite awhile to be revolved. I written to Mr Terry L. several times and wrote to the Billing Manager of Credit today. I have been a customer since 2007. I have just received letters that state "we are researching this", without any time frame for an a answerThis is getting out of control and I must say, that I have made several calls including [redacted] without any response.

March 30, 2016
[redacted]
Revdex.com
1 East Fourth Street Suite 600
Cincinnati, OH 45202
RE:  Compaint ID [redacted]
[redacted]
Dear [redacted]:
We are in receipt of your recent inquiry with regard to the complaint
ID referenced above.   Please be advised,
as we have conducted a thorough review of her complaint and our files, and
because no new information has been presented, our position regarding this
matter remains unchanged.  Per your
request attached please find our five (5) previous correspondences.   
Should [redacted] present you with any new information to research, we
would be happy to review it. 
If you should have any questions or concerns, please contact us. 
Sincerely,
Nancy M.
Macy’s Executive Office
###-###-####[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 returned the phone call from Macy's today, and received Stephanie's voice mail.  I explained to Stephanie via voice mail that I was not comfortable giving Macy's my bank account number and routing information.  I asked her to mail me my refund.
Regards,
[redacted]

[redacted]   [redacted]
      October 12, 2017     [redacted]   RE: Revdex.com Complaint Number [redacted]        Macy’s Account ending in [redacted]   Dear...

[redacted]:    I am in receipt of your correspondence filed with the Revdex.com (Revdex.com) and forwarded to Macy’s Executive Office on October 9, 2017.  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 was disappointed to read your description of your experiences with Macy’s fraud prevention process and hope you will accept my apology if you were inconvenienced or felt embarrassed by our transaction verification process.  Your letter mentions that some of your interactions included offshore personnel.  Whenever possible, we prefer to use our own employees in the U.S. to handle customer calls and other administrative functions, but our primary objective is to provide the highest level of service to customers when they need it. In some cases, we rely on outside sources for call center support, and some of those outsource vendors do have overseas operations. These vendors help us deliver a high level of efficient telephone based services.       Our systems take many details into account when prompting for verification of a transaction.  My research indicates that your account automatically received a systemic credit line increase on August 30, 2017.  Soon after, your spending pattern changed considerably.  Our system takes such changes into account when deciding if transaction verification is advisable.  Over time, the system recognizes new spending patterns and verification requests decrease.  Please know also, that according to the terms of your credit card agreement we may reduce or increase your credit limit at any time for any reason as permitted by law.     When verification is necessary, we strive to make it as quick and uncomplicated as possible.  You mentioned that you were asked questions which you felt had nothing to do with your identity.  These were questions taken from public records that would be unlikely for someone committing fraud to be able to answer.  Although these policies are in place to protect your good credit and personal information, we regret any inconvenience that you were caused.   Although it is not clear from your complaint when DSNB blocked your credit card and reissued a new card, our records show you have held the account number ending in [redacted] since September 2015.  If you would like to provide additional information, we would be glad to research this matter further.     We constantly review our policies and procedures and update them in an effort to better meet your expectations.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  Though we deeply regret any time a customer is inconvenienced in any way, it is not our policy to compensate our customers in such situations.  Please know that neither Macy’s nor the Bank engages in unethical business practices.    [redacted], thank you for bringing these matters 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,     Peter D. Macy's Executive Office ###-###-#### Extension [redacted]   cc: Revdex.com  The Macy's card is issued by Department Stores National Bank.

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

which was forwarded to Macy’s Executive Office.  As a liaison of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.   We sincerely regret learning that you may have been a victim of identity theft and the problems this may be causing you.  Our records confirm that a Statement of Fraud regarding the Macy’s account ending in [redacted] was received by our Fraud Claims Department on April 21, 2017.  Please allow thirty (30) to ninety (90) days for an investigation to be completed.  Once the investigation is complete, you will receive a letter in the mail confirming the decision which has been made.   In further researching this matter, I was able to confirm that the account was opened online, on July 23, 2014.  Because the application was approved through our system, a screen confirming the application would have been presented in that moment and not sent through the mail. For any additional details of the time of the application and any statements, I am unable to provide this information at this time.  You may file a police report and have an Officer reach out to our Fraud Analytics and Law Enforcement Team at ###-###-####, to gather any additional information.  Though, we would like to fulfill the requests of our customers, doing so is not always feasible. Respectfully, I must decline your request to clear any delinquencies from your credit report.  On April 25, 2017, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.  On December 30, 2015, the account was closed and has a past due balance of $564.27.    [redacted], I would like to thank you for bringing this matter to our attention and providing me the opportunity to respond.  If I may be of further assistance to you in the future, please feel free to contact me at the telephone number listed below.   Sincerely,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com      The Macy's card is issued by Department Stores National Bank.This is an attempt to collect a debt and any information obtained will be used for that purpose.

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.   They advised a copy of the form showing 1 per household was enclosed but I didn't see an attachment nor did I see a version of the form visible to me in the response.  If I missed an attachment I'd need instructions on where to find it. 
I'm also rejecting the response because it was their associate who helped me look for restrictions and who confirmed the form did not say that it was 1 per household.  It's disappointing how customer service has changed so much that now it's the consumer who is responsible for knowing the store policies better than their own associates.  If this is a standard form that is always used and has always had the 1 per household limitation, the associate should have known about the limitation.  Both of my daughters were with me that day and can confirm the amount of time taken to look for any limitations and the confirmation from the associate that there wasn't one on the form.Regards,[redacted]