Macy's

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 3, 2017  [redacted] Re: Revdex.com Complaint ID [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.  We are anxious to review your concerns regarding a ring you saw in a Macy’s advertisement; however, based on the limited information you provided, we are unable to determine what ring or what advertisement you may be referencing.  Upon receipt of your complaint, I forwarded your concerns to Macy’s [redacted] in hopes someone at the store might be familiar with the ring you mention; however, the store advised they, too, were unfamiliar with this specific item.  There was a similar advertisement in our January One Day Sale book, for a Deal of the Day ring for $49.99; however, the ad clearly stated the ring was “…18k rose or yellow gold over sterling silver”. We would like to research this further, but in order to do so; we ask that you provide additional details about the ring and specific advertisement.  If I can be of further assistance, please contact me at your convenience at the telephone number listed below. I would be happy to speak with you. Sincerely,     Stephen C.Macy’s Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

April 28, 2017   [redacted]  [redacted]   Re: Revdex.com complaint #[redacted]        Macy’s account ending in [redacted]        Macy’s account ending in [redacted] (closed)...

       Macy’s account ending in [redacted] (closed)   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 that may have been caused due to the fraud claim on your account.  Be assured that the service you described receiving when attempting to get this issue resolved is not typical of the level of quality customer service we strive to provide.  Your feedback is critical as it assists us in truly understanding our customer’s experiences and directs our attention to areas in which we improve our service quality.   Our records indicate your card ending in [redacted] was reported as stolen on October 11, 2016, and closed for further use.  At this time, your new card ending in [redacted] was established. Unfortunately an error was made and a claim was not initiated for the fraudulent charges that billed to your account on this date.  This resulted in the fraudulent charges being transferred from your original account to the new account.  On November 19, 2016, when you contacted us again, the card ending in [redacted] was reported as stolen and your fraud claim was initiated.  At this time your new card ending in [redacted] was generated.    Upon review of your account I see the fraudulent charges, including late fees and interest, were cleared from your account as listed on your March 17, 2017, billing statement.  I have included this billing statement for your records.  On April 13, 2017, we requested that [redacted], [redacted], and [redacted] update your credit file and remove the delinquency from October 2016, through April 2017.  Kindly allow the credit agencies approximately thirty (30) business days to update their files.  In the interim, this letter will serve as confirmation of the correction.   [redacted], I hope you will consider this an isolated incident and continue to choose Macy’s for all your shopping needs.  If I may be of further assistance to you, feel free to contact me at the telephone number listed below.   Sincerely, Kristi Crackel Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   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. My complain needs escalated to someone other than Rhea Belyeu. She has simply cut and pasted her previous response without seeking the appropriate steps to resolve the complaint.  Macy's charged a credit card an account with a zero balance to financially gain late fees. I am asking that they remove derogatory remarks to all credit bureaus. This is an integrity issue and unethical business practice. I no longer wish to correspond with Ms. B.. I would like to know the next steps to escalate this claim.
Regards,
[redacted]

February 19, 2018[redacted]RE: Revdex.com Complaint Number-[redacted] Macy’s Account ending in [redacted]Dear [redacted]:I am in receipt of your response to our letter regarding the complaint you filed with the Revdex.com concerning the above referenced Macy’s account. As a representative of Macy’s Executive Office, I was asked to review and respond on behalf of Department Stores National Bank (DSNB).Unfortunately, the information you provided is not sufficient. Please obtain a bank transmittal for the transaction and forward to my attention at the address above. Please know that your bank will not release information regarding your account to anyone other than the account owner; therefore we are unable to contact the bank for you to obtain this information.[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 phone number listed below.Sincerely, Lisa B.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: [redacted]The 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.  Thank you to Revdex.com and Macy's for helping the matter get resolved.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
They totally missed the entire complaint. My credit report shows the account [redacted] says it's closed.  The lady on the phone even agreed that it's closed.  Now how do you run credit on a account that is closed.  How can a representative tell me it does show it's closed reporting from them.  They said it's open, explain that cause you did not compare that to my credit report.  Yes you show it open but my credit report shows different. 
Regards,
[redacted]

[redacted]Cincinnati Revdex.com1 E. Fourth StSte 600Cincinnati, OH 45202Dear [redacted]: I am in receipt of [redacted] complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. Unfortunately, I have been unable to speak to...

[redacted] directly. I have, however, left her a message regarding her concerns. I have informed [redacted] that her credit card has been refunded in the amount of $145.92. This amount should post to her account within five business days. We have responded to all concerns and consider this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

October 27, 2016[redacted]Re: Revdex.com Complaint ID #[redacted] Macy’s account ending in [redacted]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, and on behalf of Department Stores National Bank, I was asked to further address these topics. I am sorry that you feel my letter dated September 30, 2016, did not adequately address your concerns. As stated in our first response, we confirmed that billing alerts were received by you via the email address of [redacted]. Our records indicate you opened your e-billing statement on July 16, 2016, and on September 15, 2016. There were many payment options available; you could have mailed a check along with your payment stub, paid online or over the phone with your checking account at no additional charge, or in store at any register with cash, debit, or check. Regarding our attempts to contact you, our records show that our collections department began calling the billing phone number on September 12, 2016, as a courtesy to inform you the account was past due. On September 13, 2016, we successfully received your online payment of $103.44, and credited two late fees for $27.00 each as a gesture of goodwill, resulting in a credit balance of $18.66. A credit balance refund check was sent on September 19, 2016, resulting in a zero ($0.00) balance. For clarification, our calls are intended as a courtesy to remind customers of a recently missed payment, yet are not a requirement. We offer the calls as an opportunity to assist our customers with maintaining a good payment and credit history with us. We were hoping to reach you to determine if there was a problem, and did not contact you before two consecutive payments were missed on the account (August 9, 2016, and September 9, 2016).I was disappointed to learn of the poor customer service you described receiving, especially when you requested to close your account on September 14, 2016. Normally we make every attempt to save an account from being closed; however, it is not part of our standard procedure to transfer to a Supervisor unless a customer specifically requests this. Additionally, prior to requesting a supervisor, you requested to close your account, and agreed to the disclosure provided: “If you choose to close your account today, it cannot be reopened, and you will need to reapply for any future credit needs.” After closing, you requested to speak with a supervisor, and no supervisors were available, so the agent submitted a request to have one call you back. A supervisor called you almost three hours later, and advised the account could not be reopened, and you would need to reapply for a new Macy’s account, either online or in store. I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the Macy’s account.  It is our policy not to remove any delinquency from your credit file, unless it occurred as a result of our billing 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 consumer.  After researching the delinquency on your account, we found that the information is correct.  Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit bureau report. However, on September 20, 2016, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting." [redacted], although we would like to reply favorably to every customer, it is not always feasible. Please understand that we are always happy to satisfy our customers in any way possible, however, in order for all our customers to receive fair and consistent treatment nationwide, we must adhere to specific policies and procedures in our credit practices, and cannot make an exception in this matter. If you have any further questions, do not hesitate to call me at the number noted below.Sincerely,Alison G.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

Deer
[redacted],
We
are in receipt of complaint ID #[redacted] regarding the customer's refund for
the mattress he returned. We contacted the customer and approved to send him a
refund check for the mattress he returned. At this time, Macy's will consider
this matter...

closed.
Thanks,
Macy's
Executive Office

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]

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]

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.   As Macy’s Executive Offices Kristi mentioned previously:This receipt was also emailed to you at 6:50pm on September 7, 2016, at [redacted].The associate you spoke with put in a request to have this enrollment fee credited back to your account as requested. Unfortunately this credit did not post until after your bill closed on November 8, 2016; therefore, a minimum payment was still due for this due date.I checked my email [redacted] and didn't find the receiptThere is enrollment fee Macy's charge me when I purchased cloth in Macy's store. Macy's store associate never mentioned until I received call from Macy's for late fee. Macy's didn't provide enrollment details as separate agreement, bring into customer fully attention but stealthily mixed the enrollment in a store purchased receiptMacy's wrongly keep the charge and caused late fee again and again. They didn't fix the issue but close my account and report to credit bureau in order to damage credit and lower the score as revenge
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

February 8, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted]...

        Macy’s store account ending in [redacted]   Dear [redacted]:   I am in receipt of 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.    In researching this matter, our records confirm the $54.43 payment made on October 1, 2016, was applied to the store account ending in [redacted], instead of the [redacted] account.  When the payment was located and applied to the correct account, the associate removed $54.00 in late fees and $2.00 in interest charges, which was not the full balance; therefore, additional late fees and interest continued to accrue.  Please accept my sincere apology for this error and for any inconvenience or frustration this may have caused you.  Rest assured I have escalated this to the appropriate Manager to address with the individual directly.   I am pleased to inform you that I have removed the remaining $84.00 in late fees and $6.00 in interest charges, bringing your Macy’s [redacted] account to a zero ($0.00) balance. Your Macy’s store account also has a zero ($0.00) balance.   Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and [redacted] update their records and delete any history of delinquency for the time period of October 2016 through February 2017 on your Macy’s [redacted] account from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.   [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.  As a token of our appreciation for your continued business, please accept the enclosed $25.00 gift card to use at any of our Macy’s stores or on-line at www.macys.com.   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]   Enclosure/mailed February 8, 2017   cc: [redacted], Revdex.com       Manager, Customer Service Department

June 17, 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 Better...

Business Bureau and forwarded to Macy’s Executive Office.  As a liaison in that office, I was asked to respond on behalf of Department Stores National Bank.  We sincerely regret any frustration you may have experienced regarding the reporting of the above-referenced Macy’s account to the credit reporting agencies and for any frustration you may have experienced in trying to resolve this issue.  My research confirmed that the account was opened as a joint account on November 1, 1981.  As noted in your complaint, the information you were given by a credit supervisor during a telephone call on May 4, 2016, is correct.  We are unable to remove your name from this account as you requested and the account will remain on your credit report.  You and your ex-wife remain financially responsible for the debt on the account regardless of when you were divorced and who is making the payments.  As of the above date, your account is current, with a credit limit of $15,500.00 and a balance of $5,579.26.  If you would like to close the account, please call ###-###-####, and a credit associate will be pleased to help you.  Thank you for giving me the opportunity to reply to your inquiry.  While we would like to respond positively to all of our customers, at times that is not feasible.  We must adhere to credit policies so that our customers nationwide receive consistent treatment.  If I may be of any assistance on another matter, feel free to contact me at the telephone number listed below.  Sincerely,Michael J.Macy’s Executive Liaison###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

March 22, 2016Dear [redacted]:  We are writing in regards to complaint ID# [redacted]. We are truly sorry for the delay with the furniture purchased. Unfortunately, the merchandise was no longer in stock therefore it was placed on a purchase order that has an estimated arrival date of...

4-20-16. Because of the inconvenience we would like to give you the opportunity to reselect another dining set that may fit your needs. We will honor a 20% discount off the purchase price for the inconvenience this will cause. The sales associate will be able to schedule the delivery if the merchandise is truly available. If this will not work for you we can cancel the order and your Macy's account will not be charged.Again, we are very sorry for the inconvenience this has caused.  Sincerely,Macy's Executive Office###-###-####

March 6, 2017       [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.    My review confirmed that your account has a zero ($0.00) balance.  The interest charge of $1.00 shown on your statement for the period ending February 10, 2017, was removed as a courtesy to you on February 20, 2017.  The late fee of $27.00 and an interest charge of $1.00 were removed previously on January 14, 2017.  Also, your account is open with a credit limit of $1,700.00.   [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

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] I made every attempt to resolve my payments with [redacted].  I removed the account number from autopay because [redacted] attempted to raid my entire bank account twice.  In all my communications with their representatives, I tried to act in good faith.  My monthly payment went from 250 TO 395 to 2000. I was fortunate enough to have my ex-husband pay off the debt.  I have found their representatives to be dishonest and predatory.  I would be promised that I could go back to paying the minimal payment only to have them claim my entire bank account.  I will never do business with Macy's nor [redacted] again and I will urge my friends and family to avoid any interaction with them.

[redacted]   [redacted]
March 14, 2016
[redacted]
[redacted]
[redacted]
Re: Merchandise Not Received
    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 Department Stores National Bank.
I regret any inconvenience you may have experienced as a result of not receiving the dress you ordered from our Macy's store in [redacted], [redacted], on February 8, 2016.  Since you did not receive the order, a credit for $38.92 has been issued to your Macy's account.
As customer service is critical to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided.  It appears that we fell short of our goal to provide you with excellent customer service.  Please accept my apology.
[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  I hope you will consider this an isolated incident.  As an invitation to shop with us again, I've enclosed twenty percent (20%) off coupons which can be used at any Macy's store.  If I may be of additional assistance, please do not hesitate to contact me.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc: [redacted]
    The Revdex.com