Macy's

[redacted]   [redacted]
*
December 24, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy’s account ending...

[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
had hoped to speak with you personally, but my attempts to reach you were
unsuccessful. 
I
was disappointed to read about the miscommunication you received from our
telephone representatives.  Be assured
that the service you described receiving is not indicative of the level of customer
service we strive to provide and we appreciate your bringing this matter to our
attention.
According
to the Department Stores National Bank Credit Card Agreement, if you have been
paying less than the New Balance on your Revolving account balance each month
and you then decide to pay your balance in full, you will be charged interest
charges on that balance from the first day of the billing cycle until the date
that your payment is received.  The
minimum interest charge is $2.00.  This
interest charge is for the money loaned to you during that period, and will
appear on the next month's billing statement. 
My review of this matter found that all interest was correctly charged
in accordance with the Credit Card Agreement. 
However,
I removed the $8.00 in interest charges on December 14, 2015, as a courtesy.   We cleared our internal records of any
delinquency associated with this issue since the delinquent balance was
entirely fees and interest charges.  We
requested that [redacted], [redacted] and [redacted] delete the late payment history
for the months of September through November 2015 from your credit file.  Kindly allow at least seven (7) to ten (10)
days for the agencies to modify their records to reflect the information
contained in our request.  As of today’s
date, your account is closed with a zero ($0.00) balance.
[redacted],
we understand you have a choice of where to shop and we are sorry this
misunderstanding has jeopardized our relationship.  Your business is important to us as well as
appreciated, and we hope to better meet your needs in the future.  Please do not hesitate to call me at the
telephone number listed below if I may be of further assistance. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

February 19, 2018  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to his satisfaction. Based on this information, Macy's...

considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8215   Mason, OH 45040Office: ###-###-####

I still have not received the promised refund. I'd like to leave the complaint open for a few more days, which will be the end of the "14 business days" that the business said I should expect a refund within- [redacted]

May 1, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:   We are 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).  Please accept my personal apology for any frustration or inconvenience you may have encountered regarding this matter.   According to the enclosed DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.    Applying this billing policy to your account, for the billing period ending August 24, 2016, your account had a closing balance of $3,229.78, with a $140.29 minimum payment due by September 20, 2016.  When no payment was received, a $27.00 late fee and $67.37 in interest charges were applied, resulting in a $3,393.03 balance, with a $268.66 minimum payment due by October 20, 2016.  Our records indicate you spoke with a Customer Service Representative on October 20, 2016, and inquired about our payment assistance plan, and stated you preferred to make a $140.00 payment at the end of the month, yet you were willing to pay at least $50.00 on this day if we could set up a payment plan for you.  The call was transferred to our [redacted] Payment Assistance Department, yet a payment plan was not set up, and instead you chose to make a $140.00 payment on October 20, 2016; however, because it was less than the required minimum payment due, a $37.00 late fee and $71.76 interest charge was applied, resulting in a $3,361.79 balance, with a $271.42 minimum payment due by November 20, 2016.  Shortly thereafter, your previous payment in the amount of $140.00 was reversed on October 31, 2016, and a $27.00 return check fee was applied to your account. On November 2, 2016, you made a replacement payment of $140.00, and as a gesture of goodwill, we removed the $27.00 return check fee.  When no additional payments were made by your November 20, 2016, due date, a $37.00 late fee was applied, along with $70.03 in interest, resulting in a $3,469.30 balance, with a $413.45 minimum payment due by December 20, 2016.  On December 13, 2016, you called and requested through our automated voice system to remove the $37.00 late fee, which was removed as a courtesy.   Our records indicate you called on December 20, 2016, and scheduled a $142.03 payment with a posting date of December 31, 2016.  Therefore, because no payment was received by December 20, 2016, a $37.00 late fee and $71.42 interest fee were applied, resulting in a $3,540.72 balance, with a $557.87 minimum payment due by January 20, 2017.  On December 31, 2016, you called to cancel the scheduled $142.03 payment, and made a $145.00 in-store payment.  However, this minimum payment did not include the $271.42 past-due amount, and was not enough to meet the required total payment due of $413.45, and a $37.00 late fee and $76.18 interest charge were applied, resulting in a $3,508.90 balance, with a $562.05 minimum payment due by February 20, 2017.  When no payment was received, an additional $37.00 late fee and $68.10 interest charge were applied, resulting in a $3,614.00 balance, with a $562.05 minimum payment due by March 20, 2017.  The account was closed on February 21, 2017, in accordance with the DSNB Credit Card Agreement when your payments did not satisfy the required minimum payment due for four (4) consecutive months.      On February 22, 2017, you spoke with a Macy’s Customer Service Supervisor about the payment arrangements available to you.  During the conversation, she offered you a payment plan with monthly payments set at $75.00 per month, for 55 months, at a 4.9% Annual Percentage Rate.  She informed you that your account had closed on February 21, 2017, and you claimed that no one told you the account would close, and you were unwilling to submit any payment at this time.  Unfortunately, in spite of her attempts to inform you about the circumstances and terms leading to your account closure on February 21, 2017, and the payment options available, she was unable to fully address these issues when the call was disconnected.    In your complaint, you state that no one followed up with you after your concerns were escalated on March 2, 2017, and that all contact information for you is the same.  However, our records show on March 3, 2017, our Collections Department made three attempts to call you at a phone number ending in [redacted], yet there was no answer, and we were unable to leave a message.  On March 15, 2017, you called and requested to update your billing phone number to the phone ending in [redacted].    Regarding your request to reopen and reinstate your account, I can certainly understand that personal hardships became a factor in your inability to maintain your minimum due payments.  However, due to the noncompliance with the DSNB terms that were given to you at the time of your application, we must respectfully decline to reopen your Macy’s account.  If you would still like to set up a payment plan with our [redacted] Collections Department, you must contact them no later than May 18, 2017, to set up a payment assistance plan.  You may reach them directly by calling ###-###-####, and the [redacted] Collections agent will transfer you to our Payment Assistance Department.  If you do not reply by this date, your account will charge off and be given to a third party collection agency.   [redacted], 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. If you have any further questions, do not hesitate to call me.   Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed May 1, 2017  cc:  [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com Complaint # [redacted]. After numerous attempts by phone and email, we have not had any contact with the referenced customer. We have reviewed the complaint and have taken the following actions to resolve concerns as expressed. The customer’s account was...

not billed for any interest charges or late fees.  Based on this, we consider the matter closed satisfactorily. Thank you. Thanks Jan B. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Email: [redacted]

Our saga with Macy’s [redacted] continues. Today our bill (attached) shows we are still not in the clear.  (For security purposes, I deleted all of the credit card number except for the last 4 digits).  Even though it states the amount is contested (disputed), at this point it...

is still being held against us. Now, our credit alert shows this is negatively affecting my credit score. (attached Word doc) We are at our wit’s end to know where to turn next. We look forward to hearing from you soon in regard to what you can do to follow up on this case. If you need further info from me, please do not hesitate to ask. Respectfully,[redacted]

Good day, [redacted]:Since I made my rejection of Macy's resolution within the allotted time frame, and I have heard nothing from Macy's since then, I felt it was important to contact you.In simple terms, we have paid $1944.28 in total charges to Macy's (posted in our checking account's online register: $1584.89 on 05/04/15 & $359.39 on 05/15/15).We have received $1668.84 in total refunds as of 06/17/15.It has been 7 days since the last credit to our account.This leaves a difference of $275.44.When I last spoke to the Macy's representative on the phone, before the 17th, she  told me that she would make sure all of our money was returned, even though I said that we would be happy for them to keep $25 for our old mattress haul-away fee and $50 for the return mattress fee, because we said we would pay it.We would consider the matter closed if Macy's would pay the remaining $200.44 and produce a statement showing the reason for the $359.39 that was taken from our checking account without permission.What is the usual time frame for a company to respond for a rejection of their incomplete reconciliation attempt?Thank you for your attention to this matter,[redacted]

December 8, 2015 
[redacted] 
[redacted] 
[redacted]
Re:  RevDex.com complaint ID [redacted] 
        Macy’s store account
ending in 3800 
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 respond on behalf of Department Stores National Bank.  Please accept my apology for any concern this
situation regarding your account may have caused. 
My research confirmed that on September 24, 2015 we received
notification that you had filed bankruptcy. 
As a result, your Macy’s account was closed.  The terms of the Department Stores National
Bank Credit Card state that we can close your account at any time without
notifying you.  Unfortunately, the
account cannot be reopened.  I am sorry
for the misinformation you were given previously regarding the reason for your
account’s closure. 
Regarding your Plenti points, our records show that a gift
card was used to place your recent order through macys.com.  No Plenti points were used for that
purchase. 
While I understand
that this is not the resolution you are seeking, we are required to adhere to our
policies and procedures so that all of our customers receive fair and
consistent service.  Feel free to contact
me at the telephone number listed below if I may be of assistance on another
matter in the future. 
Sincerely,
Michael J.  
Macy’s Executive
Office 
###-###-####
Extension [redacted] 
cc:  [redacted], Revdex.com

December 1, 2015
[redacted]
Marketplace Resource
Consultant
Cincinnati RevDex.com
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced
customer and have resolved all matters as...

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

July 7, 2017 [redacted] Re:  Revdex.com Complaint ID [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.  Thank you for responding to the email that I sent you after I was unable to reach you at the phone number listed in your complaint, and for the courtesy you extended to me during our phone conversation on June 29, 2017. Please accept my sincere apology for the customer service you describe receiving during your recent shopping trip to our [redacted] store.  Macy’s goal is to have professional and knowledgeable sales associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  It appears we may have fallen short of this goal.  Therefore, I would like to thank you for the time you took to share this situation with us, as it directs our attention to areas in which we can improve our service quality.  Accordingly, I shared your comments with the [redacted] Store Manager, so she can follow up with the appropriate action. In regards to the [redacted] plush robes that you state were on sale for $10.67, our records show that we have two items for sale in the store that match your description, one selling for $60.00 and one selling for $17.43.  Please note that one selling for $17.43 is not Last Act clearance pricing.  Last Act merchandise is identifiable by either a blue or a yellow pricing ticket on the item and the pricing will either end in a three (3) or a six (6).  Currently, online at macys.com, the item is on sale (until August 23, 2017), for $21.97 to which an online promotional code, if available, can be applied.  I am not finding any record of this item being on sale either in store or online for $10.67.  As a result, we will not be able to accommodate your request to sell you this item at the $10.67 price.  [redacted], while I can certainly understand your frustration surrounding this matter, it is not Macy’s policy to compensate for matters such as this.  I must respectfully decline your request for a gift card.  Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please contact me at the number listed below. Sincerely,Janice D.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

[redacted]   [redacted]     October 18, 2016   [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy's account ending in [redacted]...

       Order Number: [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.  Please accept my sincerest apology for any frustration or inconvenience this matter may have caused you.   Upon researching your inquiry, I discovered that you purchased a necklace through macys.com on October 7, 2016.  The order, under order number [redacted], was successfully delivered on October 11, 2016.  I was displeased to learn that the merchandise was defective upon delivery, and that you attempted to contact Customer Service to return the merchandise for a full refund of the purchase price $158.36.  I was equally displeased to learn about the issues that you experienced with the associate named in your complaint.  The information you have provided has been forwarded to the appropriate parties, so that they may address this issue directly with the Associate.  Please note that due to privacy and employment laws, we are unable to provide more details about any action that may be taken.  I confirmed that the associate referenced above applied a credit to the order in the amount of $20.00, as a courtesy during your phone call with her on October 12, 2016.  I am happy to confirm with you that on October 15, 2016, your purchase in the amount of $158.36 was refunded to your Macy's account ending in [redacted].  As of today's date the account has a zero ($0.00) balance.   [redacted], thank you for bringing this matter to our attention.  If I can be of any further assistance, please do not hesitate to contact me at the number listed below.   Sincerely,     Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  Tina Geers, Revdex.com        Customer Service Manager, Macy’s Credit & Customer Service

April 29, 2016[redacted]
[redacted] 
[redacted]Re:  Revdex.com complaint ID #[redacted]         Macy's account ending [redacted] Dear [redacted]:  We are in receipt of your additional comments regarding your complaint forwarded to us by the Revdex.com.  As a liaison in Macy's Executive Office, I was asked to review and respond to your continued concerns on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation may have caused.  My review of your account confirmed that the payment in question of $818.87 was not made by you.  The payment was applied to your account in error on October 31, 2015.  The mistake was discovered and the payment was reversed on December 30, 2015.  My research also found that during a conversation with a manager in our credit offices on January 18, 2016, you verified you were aware the payment was not made by you.  Moreover, we have removed the dispute from the $881.87 amount on your account.  If you are able to provide documentation that you did make the payment, please call me and I will investigate further.  [redacted], while we would like to respond positively to all of our customers, at times it’s not feasible.  If you need assistance on another matter in the future, feel free to contact me at the telephone number listed below.  Sincerely,Michael J. Macy's Executive Office ###-###-#### Extension [redacted]cc: [redacted], Revdex.com

Dear [redacted], I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for the inconvenience you experienced you were not able to place an order with us due to an error issue on our site. I have...

successfully placed your order today, order number [redacted]. Honoring the 75% off watch sale we had “when you can buy one watch and get the other for 75% off”. I also took an additional 15% off of your order, you’re expected delivery date is 12/14/2016.[redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email[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.   When I called in July the representive informed me I only owed 78.00 because my account would be credited $35.00 which does equal $113.00 the minimum amount due. If I was informed that the $35.00 would not go towards my mimimum I would have paid that amount so I wouldn't be charged another late fee. As you can see I paid the $97.45 so there would be no more late fees charged. But I'm still asking for my account to be fixed as I did pay $78 and credited $35 which equals the $113, so the late fees and interest charged on the past bill should not have been charged. If this does not get resolved I will be sure to never give Macy's my business again and I have a lot of family and friends who shop here and will tell them their customer service is horrible. I've never had an issue with any company before, I'm very diappointed with Macys.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

January 05, 2017  [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. I do apologize for the delay in response. Please accept my sincere apology for any inconvenience you experienced due the refunds being issued as a gift cards and a Merchandise Only Certificate and delay for the refund credit back to your [redacted] account. The credits for a total of  $370.43 have been issued, you should be able to view these within 10 business days. We regret the disappointment in the customer service you experienced. This level of service did not meet your expectations or our own. [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond. In respect and consideration, you will view an additional credit of $100.00 on your [redacted] account. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. 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 have determined that this does not resolve my complaint.  
Regards,
[redacted] I wanted to ask your advice/help on how to respond to Macy's reply to you. I did speak with their representative "Melissa Unger" on Thursday, February 11 and she advised she would process the credit I am owed within a few days however as of today, it still has not been done. The email on your website indicated she responded to you and considers the matter closed. Should I "reject" the business response at this point as nothing has been done to process my refund credit? I am a bit confused as to what the correct response from me should be so as to not "close" this complaint at this point.Thank you so very much,[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,
Char Bow Spoke with rep from Macy's and was given a gift card and money back for transaction, the gift card was received but the customer says that she has not received the credit back to the debit card was not received it was for $66.96, would like to have that credited back to her account as promised from the complaint resolution with Revdex.com

[redacted] Cincinnati Revdex.com,Just wanted you to know that I finally received a letter from Macy's regarding my $36.44 yesterday, Nov.10.  After almost two months, they wrote to me that they will credit my Macy's [redacted] account for that amount .  I really wanted a refund but I will be...

satisfied as long as I know that I did get back my money.  I just wanted to say, "thank you so much for your time and trouble."  Mahalo for everything.[redacted]