Macy's

[redacted]   [redacted]
March
1, 2016
[redacted]
[redacted]
[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 (DSNB).  I apologize for
any inconvenience you may have experienced.
Per the terms of DSNB Credit Card Agreement, a late
fee is applied if the Minimum Payment Due is not received by the ''Payment Due
Date'' shown on your statement.  Interest
is charged on the outstanding balance of your Revolving account from the first
day of the billing cycle until the day that your payment is received.  The minimum interest charge is $2.00 and will
appear on your next statement.
Our records indicate that the billing statement for
the period ending August 25, 2015, had a $25.31 balance, with a $5.00 minimum
payment due by September 21, 2015.  When
no payment was received by this date, your account was charged a $5.00 late fee
and a $2.00 interest charge in accordance with the terms of the DSNB Credit
Card Agreement.  The billing statement
for the period ending September 24, 2015, had a $32.31 balance with a $32.31
minimum payment (including a $5.00 past due amount) due by October 21, 2015.  We received your $30.31 payment on September 25,
2015, however the account was charged a $2.00 interest charge resulting in a
new balance of $4.00 with a $4.00 minimum payment due by November 21,
2015.  We received your $4.00 payment on
November 4, 2015, however the account was charged a $2.00 interest charge
resulting in a new balance of $2.00 with a $2.00 minimum payment due by
December 21, 2015.  When no payment was
received, the account continued to accrue interest charges. 
When you called in on February 7, 2016, as a
courtesy to you, one of our representatives removed $12.00 in interest from the
account resulting in a credit balance of $10.00, and you elected to close your
account.  On February 10, 2016, a Credit
Balance Refund check was issued and mailed on February 11, 2016, to the above
noted address.  As of the date of this
letter, the account is closed with a zero ($0.00) balance.
[redacted], I am sorry that this may have damaged
our business relationship and hope that you will continue to shop with us.  Thank you for bringing this matter to our
attention and giving me the opportunity to respond.  If I may be of additional assistance in the
future, please contact me at the number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com

October 17, 2016 [redacted]  [redacted] Re: Revdex.com Complaint ID #[redacted]       Macy’s account ending in [redacted]       Macy’s account ending in [redacted] (closed joint account) 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. I was disappointed to learn of the troubles you experienced when contacting our Customer Service Department in regards to following up with your dispute request.  In researching your account, I found that on July 16, 2016, a purchase was made using your Macy’s account in the amount of $253.34 for a [redacted] Handbag.  In reviewing this matter with the team at Macy’s [redacted] store, they explained to me that the merchandise was returned on July 16, 2016, and a cash refund was processed as a gesture of goodwill.  As of September 19, 2016, two misapplied payments in the amounts of $100.00 and $153.34 were transferred from a closed joint account ending in 1031, to your account ending in [redacted]. Your current account balance is $77.58, with a minimum payment of $27.00 due on or before October 20, 2016. [redacted], I would like to thank you for allowing me the opportunity to respond to your concerns.     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

January 18, 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 accept my sincere apology for any inconvenience or frustration this matter may have caused you.   In researching this matter, our records confirm that the Store Manager and District Manager of the [redacted] store are addressing this issue with you directly.  In speaking with the Store Manager, he has confirmed that he will be in contact with you to resolve your concerns. If you have any questions regarding this issue, please feel free to contact the store directly at ###-###-####.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: Store Manager, [redacted] location       [redacted], Revdex.com

[redacted], We received the complaint for [redacted] regarding ID [redacted] The customer stated they were inconvenienced by the merchandise delay. We have processed a refund of the customer’s delivery fee and provided the Credit Billing number for account issues. Thanks, Jon...

A.OmnichannelPresidential CorrespondentOmnichannel Selling and Service Escalation Team |MCCS Executive Office

Revdex.com:
I have reviewed the response made by Macy's in reference to complaint ID [redacted] and although the outcome is not the resolution that I had requested, I do not intend to pursue the issue further at this time. However, I am perplexed as to where the refund calculation of $63.61 was derived from, and would like to be advised of the same.
Regards,
[redacted]

Dear Tina, We are in receipt of complaint ID [redacted] for [redacted]. Per her request, we forwarded a request to Corporate on 3-29-16 to process her credit back to her original form of payment. At this time, Macy’s considers this issue closed. Thank You, Macy’s Executive Office Jill B.|OmnichannelPresidential-Store AdministratorOmnichannel Selling and Service Escalation Team |MCCS Executive Office

February 19, 2016[redacted] Re: Revdex.com Complaint ID #[redacted]       Macy’s American Express account ending in [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 was informed that you recently spoke with a Manager in our credit office, Ms. Hughes, and that she was able to resolve your concerns for you.I apologize for any frustration you experienced trying to resolve the issue of your returned merchandise.  Unfortunately, we were unable to confirm in our systems that the items had been returned.  Therefore, our credit associates needed documentation of the return in order to further investigate.  However, as a gesture of goodwill, Ms. Hughes adjusted the price of the items ($49.98) and removed all of the fees you were charged for the purchase.  As of the date of this letter, your account is closed with a zero ($0.00) balance.  If you are interested in having an account with us, you may reapply in any of our stores or online at macys.com.Additionally, Ms. H. cleared our internal records of any delinquency associated with this issue and also directed that [redacted], [redacted], and [redacted] also delete the delinquencies for September 2015 through January 2016.  Please allow the agencies 7 to 10 days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.[redacted], thank you again 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 feel free to call me at the telephone number listed below if I may be of further assistance.   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 find that this resolution is satisfactory to me.  thank you so much macys has credit my account for the mattress and springs they was not going to do any thing.the order number was [redacted] I can not tell you how glad I am you helped.[redacted]
Regards,
[redacted]

[redacted]   [redacted]
January 27, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com
Complaint ID #[redacted]
    Bloomingdale’s account ending in...

[redacted]
Dear
[redacted]:
I am
in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Bloomingdale’s
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.
Please
be assured that we take every complaint very seriously and recommend that
customers allow up to ninety (90) days after a Statement of Fraud (SOF) is
received for us to investigate a disputed amount on their billing
statement.  Our records show that when you
contacted our Credit Customer Service Department on September 8, 2015, you
requested to expedite the removal of the unauthorized charges on your account,
and a letter and SOF were sent to you on that same day.  On October 7, 2015, a second SOF was mailed
when you called stating that you had not received any forms yet.  On November 6, 2015, you contacted our Fraud
Department to follow up on the status of your claim.  I truly regret that you closed your account
on November 8, 2015, due to the delay in clearing the charges.
I am
pleased to share that on December 29, 2015, the full amount of the fraudulent online
purchases ($839.00) were removed including all related fees ($118.32).  Your feedback is critical as it assists us in
truly understanding our clients' experiences and directs our attention to areas
in which we can improve our service quality. 
Therefore, I have shared a copy of your complaint and my response with
our Credit Customer Service Manager for appropriate action.
[redacted]
[redacted], we regret that this matter escalated to this point; however, we
appreciate you bringing this matter to our attention.  If you have any further questions, do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.Bloomingdale's Executive
Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com
     Credit
Customer Service Manager

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 have not been able to use either of two accounts in several months. I sent a payment of $154.27 on June 13, 2016, never cleared. I called the headquarters and spoke with Charlotte D., who has not assisted me in the past. I need to escalate this issue higher. I do not want late fees , and I will have to stop payment and I will be penalized for this. They have been inaccurate with my account for awhile.  Desired Outcome: Adjust my statement with this check

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 will not however, use the protection plan I purchased from Macy's on my other ring. I will take it to an outside jeweler should the need arise. 
Regards,
[redacted]

October 13, 2017 [redacted]Dear [redacted]:We are writing in regards to your Revdex.com complaint ID [redacted]. After reviewing your complaint, I see a return was completed on 8-8-17, giving you a credit of $1430.61. On 10-09-2017 an adjustment was requested to credit back the fees in the amount of $205.44 tax included. I did not see a pick up fee being charged.We value your business therefore, we would like to offer as a goodwill gesture a 15% discount off a new selection. This would be honored after the new merchandise has been delivered. If you give us the opportunity please forward the new sales check number to me @[email protected] and I would be happy to honor the 15% adjustment.Sincerely, Macy's Executive Office ###-###-####

[redacted]   [redacted]     February 14, 2017           [redacted]   Re: Revdex.com, Complaint ID [redacted]         Macy’s...

Gift Card ending in [redacted]   Dear [redacted]:    I am in receipt of your complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office. As a liaison in this office, I was asked to review and respond to your concerns.  I had hoped to speak with you personally to clarify this matter; however, my attempts to reach you were unsuccessful.   I was able to leave a message for you on January 23, 2017, and welcome the opportunity to speak with you.   Fortunately, in reviewing our records we were able to locate the gift card you reference in your complaint.  In reviewing your gift card, I found that it was originally issued in December of 2009 and there has been no activity on the card since issuance.  Because gift cards are an alternative form of currency, unfortunately, they are often used for fraudulent purposes.  In the interest of fraud prevention, after a period of extended inactivity or other qualifying factors, there may be instances where we must place a hold on a gift card so the funds are preserved.  However, upon receipt of proof of ownership, we are happy to release the funds for use.    I regret learning of your experience in attempting to establish ownership of your Macy’s Gift Card.  Generally, when a customer submits the documentation we request, the gift card funds are released upon completion of our review within 3-4 days.  It appears from your complaint; the Macy’s email ([redacted]) you were sending your documentation to was invalid.  In consulting with our Gift Card Department, I found that this email is actually spelled “[email protected],” and this may have contributed to the difficulty you encountered.   As a gesture of goodwill, we have decided to release your Macy’s Gift Card funds for immediate use.  As of the date of this letter, your Macy’s Gift Card has an available balance of $1000.00, and may be used in any Macy’s store or at macys.com.  We hope you find something special to purchase!   Thank you for bringing this to our attention and allowing me the opportunity to resolve this matter.  If I may be of further assistance to you, please feel free to contact me at the telephone number listed below.    Sincerely,  Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
March 4, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re: Macy's Account Ending in
[redacted]
      Complaint ID: [redacted]
Dear
[redacted]: 
I am
in receipt of your recent complaint filed with the Revdex.com
regarding your Macy's account ending in [redacted]. 
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
apologize if you have been unsuccessful in your attempt to speak with us about
your account.  Our correspondences dated
February 11, 2016, and February 22, 2016, from Ms. Julia O. advised you to
contact her directly if you had additional questions.      
[redacted] you may also contact me at the telephone number below if you have
additional questions.  I look forward to
assisting you.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]
     The Revdex.com  
The Macy's card is issued by Department Stores
National Bank.

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]

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 satisfactorily. Thank you. Thank You,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] Everything to do with this complaint has been resolved. Thank you

November 22, 2016 [redacted]Market place Resource ConsultantCincinnati Revdex.com re: Revdex.com Compliant ID [redacted] Dear [redacted] I am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy's...

Executive Office, I was asked to review and respond to your concerns on behalf of Macy's Credit and Customer Services in regard to compliant ID: [redacted]. After speaking with [redacted] we agreed on a full exchange of the merchandise. The customer has been credited in full and the new product is being shipped out. Based on that information above, Macy's considers this matter closed and resolved. Sincerely,   Steven A. « Presidential Liaison « MCCS Executive Office

[redacted]   [redacted]   January 23, 2017     [redacted], [redacted]   Re:       Revdex.com ID #[redacted]...

            Macy's store account 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.  It was a pleasure speaking with you on January 19, 2017.  Be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.    Please accept my sincere apology again for the service you received in our store and while speaking with phone associates.  It is not typical of the level of quality customer service that we strive to provide.  Macy's expects each facet of its operations to meet exceedingly high levels of service.  Your feedback is critical as it assists us in truly understanding our customer's experiences and directs our attention to areas in which we can improve our service quality.    As we discussed, in researching this matter, I found your Macy's card and statement were returned undeliverable by the post office on October 26, 2016, due to an incorrect apartment number.  We contacted you on November 23, 2016, and your apartment number was updated.  On November 29, 2016, you contacted us and reported your card ending in [redacted] lost/stolen.  At that time, we immediately closed that account, opened the account ending in [redacted], and mailed you a card for that account.    In addition, I confirmed, a $27.00 late fee was removed on December 28, 2016, at your request, and will show on your statement that closed on January 13, 2017.  I also explained we are unable to send revised statements throughout the month and any debits or credits will show on your next regular monthly statements, which are also available to view and print online at macys.com.  I was happy to learn you were successful in viewing your Macy's account online and have set up auto payments.   [redacted], thank you for bringing this to our attention and giving me the opportunity to respond.  Your business is important to us as well as appreciated.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,       Rhea B. 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.   
 Macy's rep Peter did not thoroughly review my complaint nor my account and he gave me a very shallow apology only, but did not try to correct the issues that have been ongoing. Also the same incident happened twice within the same week for no apparent reason. I spoke to a manager in customer service and he also advised that there should have been no reason Macys would block a $127.00 transaction but then allow a $2000 purchase to go through my account. He verified that my identity was not tampered with and that the fraud department  was unable to confirm any negative activity on my account. The [redacted] Mall location has been indeiitifed as a High theft store so I feel I am a victim of racial profiling and as I stated before I will pursue this further if Macys doesn't want to treat me appropriately. They screwed up and have been unprofessional and have tried to humiliate me in front of their customers because they have an Antiquated process and dilapidated system of checks and balances.  Clearly I have Great credit , a legal state issued ID to prove my identity, and I've demonstrated a very responsible attitude with paying on my account in a timely manner. I'm well received and welcomed by all management at Macys.  So for this pathetic piece of a person to advance the disrespect, not accept responsibility and try to find out why this keeps occurring and REFUSE to extend any type of gesture with all that I spend at Macy's to assist him with being employed and keeping a cushioned position that only requires the strike a pen with no real thought, demostrates to me and my family that down sizing is needed starting with him.   I wil NOT accept just an apology when this keeps occurring and Macy's is violating the credit card agreement, therefore breaching their own contractural obligation. I should not be HARASSED trying to shop!   I need another person in Corporate to address my account because clearly this man could give a fig about true and genuine world class customer service!
Regards,
[redacted]