Macy's

[redacted]   [redacted]
 
September 11, 2015
 
 
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
        Macy's...

Account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint filed with the Revdex.com and
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. 
Please accept my personal apology for any frustration you may have encountered
while attempting to resolve the interest on your Macy’s Account. 
 
It
was disheartening to read of the complications you faced using our automated
system, in addition to, when you spoke with someone from our Customer Service
Department.  Be assured that the problems
you described are not typical of the level of quality customer service that we
strive to provide.  Macy’s goal is to
have professional and knowledgeable customer service associates available, so
that all of our customers’ questions and needs are addressed and resolved
efficiently.  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. 
 
In
researching this matter, I found that your billing statement for the period
ending in July 15, 2015, had a $417.69 balance with a $75.00 minimum payment (including
a past due amount of $25.00) due by August 15, 2015.  Per the enclosed Department Stores National
Bank Credit Card Agreement, if you have been paying less than the Total New
Balance on your account, 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 appears on the next month’s
statement.  Therefore, the billing
statement for the period ending in August 15, 2015, had a $1.94 balance with a
$1.94 minimum payment due by September 15, 2015.  We received a $384.86 payment on July 17,
2015, and a $32.89 payment on August 8, 2015, totaling $417.75.  During my investigation, I discovered that a
credit for $2.00 was applied to your account as a courtesy.  As of the date of this letter, your closed
Macy’s account referenced above has a zero ($0.00) balance.  Additionally, I have enclosed copies of your
July and August 2015 billing statements for your review.  We regret losing you as a valued account
holder and that this incident has jeopardized our business relationship. 
 
[redacted], thank you for bringing this to our attention as well as giving me the
opportunity to respond.  If I may be of
additional assistance, please do not hesitate to contact me directly at the
phone number listed below.
 
Sincerely,
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
Enclosures /mailed September 11, 2015
 
cc:  [redacted], Revdex.com

July 6, 2015
 
 
[redacted]
Re:   Revdex.com Complaint ID [redacted]
        Macy’s account ending in [redacted]
 
Dear [redacted]...

[redacted]:
 
Your complaint filed with the Revdex.com was forwarded to Macy’s Executive Office for review.  As a liaison in that office, I was asked to respond on behalf of Department Stores National Bank. I sincerely regret any frustration you may have experienced concerning your attempts to remove the authorized buyer on your Macy’s account referenced above and for the problems you encountered in trying to resolve this issue through our automated phone system.
 
On July 1, 2015, we removed the authorized buyer’s name, [redacted], from your Macy’s account ending in [redacted] and we have requested that [redacted] delete the account from [redacted] credit file.  Kindly allow the agencies approximately 30 days to make the necessary correction to their files.  Until then, this letter will serve as confirmation of this request and I am sorry for any inconvenience that you may have been caused.  Please make sure that [redacted] Macy’s credit card has been destroyed by cutting it into at least 3 pieces.
 
[redacted], thank you for bringing this matter to our attention and giving us the opportunity to respond.  As a courtesy to you, I have reversed the most recent late charge applied to your account in the amount of $35.00.  You will see this credit reflected on your next billing statement.  If I can be of any further assistance, please do not hesitate to contact me at the telephone number listed below. 
 
Sincerely,
 
 
 
[redacted]
Macy’s Executive Liaison
###-###-####  Extension [redacted]
 
cc:  Tina Geers, 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 have tried to work with Macy's but the problems continue. Please re-contact them and help me straighten this out. Thank you.
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]  I would like to say "Thank You" to Dakota B..  She was very polite and assisted me through this issue.   Though I did not ask; Dakota offered me the items free and confirmed that I would be getting a refund back to my account due to the issues I had to deal with.  I was pleasantly surprised and very appreciative with her response.   This was very hard on me.  I was embarrassed in that I was not able to give my grandson and his wife their wedding gift and though I kept reiterating what I had been told in that it was on the way other issues followed and was very difficult to  handle; I receive social security and could not afford to replace another order.  When I mentioned that I understood it may not be very much to file a complaint on; Dakota told me she understood and that it didn't make any difference of the cost; it was something that should have never happened.    So I thank her for all of her efforts and I thank her for her kindness in how she treated me in resolving my issues.   I checked online and the order is schedule to ship 4/12/2017 and a refund is also being processed.    Because of Dakota B.; I will continue to shop with Macy's.   Respectfully, [redacted]

January 17, 2017   [redacted]   Re:  Revdex.com, Complaint ID [redacted]         Macy’s account 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 on behalf of Department Stores National Bank.   Please accept my sincere apologies for any frustration this matter may have caused you.  In researching your concerns, I found an error occurred on September 14, 2016, during your furniture return, and a debit for the Worry No More warranty was mistakenly applied to your account instead of a credit.  I have made a credit to your account in the amount of $191.14, to refund you for this error.  I have also waived $54.00 in late fees, and $2.08 in interest as a courtesy to you.   This brings your account to a zero ($0.00) balance.   I was disappointed to receive your request to close your Macy’s account due to your experience with our Customer Service Department; however, per your request, your Macy’s account was closed on January 12, 2017, and this letter will serve as confirmation of such.    Thank you for bringing this matter to our attention and allowing us a second chance to resolve your concerns.  We hope you view this matter as an isolated incident and consider allowing us the opportunity to exceed your expectations in the future.  Please accept the enclosed $25.00 Macy’s Money Certificate as an invitation to return to our store.   If I may be of further assistance to you in another matter, please feel free to contact me at the telephone number listed below.   Sincerely,  Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted] Enclosures/ mailed January 16, 2017   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 very much for correcting this issue and for being so gracious regarding a gift card.  It's very appreciated!
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]

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].We've spoken with her via phone. Since her Revdex.com submission, she has received her item. She reported her experience and we apologized for any inconvenience.Based on the above we consider this issue...

resolved. Michele S.Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS 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.   There is no $25 Macys money enclosed as Cathy said in reply. Where I can find the money?
Regards,
[redacted]

[redacted]   [redacted]
 
 
 
 
 
August 26, 2015
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
Re:   RevDex.com Complaint ID...

[redacted]
        Macy’s account ending in [redacted]
 
On behalf of Department Stores National Bank:   
 
Contact Date
With Customer:  August 24, 2015, via telephone call.
 
Complaint
Summary:   [redacted]
attempted to use Macy’s account on August 21, 2015.  Due to associate error, the purchase was
declined as associate entered wrong customer information during account look-up
process.  A manager on duty at the store
promised to have the store manager call the customer, but that never happened.
 
Resolution:  As purchase
was completed using husband’s debit card, I processed an adjustment to credit
his third party [redacted] account for the purchase in the amount of -$66.96.  I have also sent (under separate cover) to [redacted], $100.00 in Macy’s Money Certificates as a further gesture of goodwill and
she will receive the certificates in approximately seven (7) business days.    
 
 
Carrie W.
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted], RevDex.com

March 02, 2017[redacted]Revdex.com Cincinnati1 E 4th StSuite 600Cincinnati, OH 45202Re: Response to Revdex.com Complaint ID #[redacted]Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted]. We have spoken to [redacted] and have reviewed all matters as expressed in the complaint. The customer's...

merchandise was delivered to her shipping address and we are sending her a gift card due to the inconvenience and frustration. At this time, we consider this issue resolved.Thank you. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]

December 16, 2015
[redacted]
[redacted]
[redacted]...

[redacted]
                                        ...⇄
Re: Revdex.com
Complaint ID [redacted]
Dear [redacted]: 
I am in receipt of your complaint forwarded to us by
the Revdex.com regarding your gift card.  As a representative of Bloomingdale's
Executive Office, I was asked to review and respond to your concerns. I wanted to discuss your complaint with you
and attempted to contact you via the telephone number listed on the complaint, however
my attempts to reach you were unsuccessful.
I welcome the opportunity to better address your concerns;
however, I need the gift card or credit card number in question or the return
information to complete additional research. 
Please contact me at the telephone number below or email the information
to my attention at [redacted] in order to resolve the matter.
[redacted], we understand that you have a choice
of where to shop and we are sorry this misunderstanding may have jeopardized
our business relationship. 
Sincerely,
Randi P.
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]

May 5, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Macy’s Executive Office by the Better...

Business Bureau.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. In August 2015, we underwent a system conversion for the Macy’s credit card accounts as well as the credit servicing pages accessed through the macys.com website.  Unfortunately, the implementation of this upgrade caused an error to occur and electronic statement notifications were not delivered to some customers that had elected to receive their statements through a third party, such as their bank’s website.  Therefore, we have cleared our internal records of any delinquency associated with this issue, and have requested the credit reporting agencies update their records and delete any history of delinquency from the time period of October 2015 through December 2015.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.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.  Should you wish to reconsider the use of your Macy's account in the future, please do not hesitate to call me at the telephone number listed below.    Sincerely,Michael J.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

[redacted]   [redacted]
April 1, 2016
[redacted]
[redacted]
[redacted]
Re: Macy’s Account ending [redacted]
      Revdex.com Complaint
#[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 on behalf of Department Stores National
Bank.  I appreciate the courtesy you
extended to me during our conversation on March 15, 2016.
We
sincerely regret any frustration you may have experienced while attempting to
resolve the issues associated with the fraud that occurred on your account in
November of 2015.  Upon review, I found that you called on November 21,
2015, and advised us that the $86.88 charge that was made on November 13, 2015,
was not yours.  At that time we reported your Macy’s account as lost/stolen and a new credit card was
issued; in addition, a Statement of Fraud was mailed to you.  I was
disappointed to read that you called again on January 6, 2016, because you had
not yet received the Statement of Fraud form we mailed. 
We
recently underwent a systems conversion for our credit accounts.  This
conversion had caused an unanticipated processing backlog in our fraud
department and fraud claims are taking longer than normal to resolve. I see
that our Fraud Department received the SOF form you faxed on January 11, 2016, but
due to their backlog, the forms had not yet been “connected” to your fraud
claim.  As I mentioned during our conversation, the investigation into the
fraudulent purchase that occurred on November 23, 2015, was completed on March
15, 2016, and we cleared the original purchase balance of $86.88 from your
account.  In addition, we removed a total
of $101.00 in late fees and $8.68 in related interest charges from your account,
leaving your account with a zero ($0.00) balance.
Furthermore,
on March 18, 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 previously reported for December 2015 through March
2016 from your credit file.  Kindly allow at least seven (7) to ten (10)
days for the agencies to update their records. Until then, this letter will
serve as confirmation of our request.
[redacted], there is no excuse for the service you received and I can only
apologize on behalf of our organization.  I have enclosed a $100.00 Macy’s
Gift Card as a sign of our sincerest regrets. 
Thank
you for bringing this matter to our attention and allowing me the opportunity
to resolve your concerns.  If I may be of
assistance to you in the future, please contact me at the number listed below.
Sincerely,
Stephen C.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure /mailed April 1, 2016
cc: [redacted], Revdex.com

March 12, 2018[redacted]RE: Revdex.com Complaint ID #[redacted]Macy's Account Ending in [redacted] Macy's Star RewardsDear [redacted]:I am in receipt of your recent correspondence 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 (DSNB).Our goal is for every customer to have a positive and rewarding experience when dealing with Macy's. Please accept my sincere apology for the difficulty you experienced regarding the award of your pending Star Rewards points, and for your interactions with Macy's Customer Service Department by telephone and on [redacted].Please know that I have spoken with our Loyalty Department and confirmed that you have 512 points pending in your Star Rewards account from your recent online purchases. Currently, we are experiencing some systemic technical issues that are preventing the points from being fully issued to your Star Rewards account. Be assured we are working on a timely resolution to this issue, and we are thankful for your continued customer loyalty and patience.As a company that prides itself on providing exceptional products and services, we strive to go the extra mile for our customers and greatly appreciate our Platinum card holders. As a thank you for your business, enclosed, please find a $50.00 Macy's Gift Card that can be used at any Macy's store.[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond. I understand that you have not been able to speak with the Loyalty Department directly; if I may be of further assistance, please do not hesitate to contact me at your convenience.Sincerely,Durand C.Macy's Executive Office ###-###-#### Extension [redacted]Enclosure

Please withdraw this complaint

June 7, 2016[redacted]
[redacted]
[redacted]Re: [redacted] – Case #[redacted] Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in [redacted] Macy’s store account ending in [redacted]Dear [redacted]...

[redacted]:  I am in receipt of your complaints filed with the [redacted] and the Revdex.com, 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 (DSNB).On June 8, 2015, we sent you a letter explaining the upcoming changes in terms and how it will affect your accounts.  During this conversion, your Macy’s store account ending in [redacted] was combined with your Macy’s [redacted] account number ending in [redacted].  This change would require you to update your bill payment account with your bank to reflect the Macy’s [redacted] account number.  Please know that we sincerely regret any frustration or inconvenience this caused including any negative information that was reported to the credit reporting agencies.Per your DSNB credit card agreement, you are responsible for notifying us about any changes to your address and/or telephone number.  Our records show that on April 7, 2016, we updated the telephone number on your account, which had a [redacted] area code.  We also removed $124.66 in accumulated late fees on April 9, 2016, when you made your $24.75 payment bringing your account to a zero balance.  Upon further review, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] delete the late payment history for December 2015 through April 2016 on your Macy’s [redacted] account from your credit file.  Kindly allow (7) to ten (10) business days for the agencies to modify their records to reflect the information contained in our request.[redacted], we value your business and thank you for bringing your concerns to our attention and giving me the opportunity to respond.  If I may be of additional assistance, do not hesitate to contact me.Sincerely,Regina M.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted]       [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]My Revdex.com complaint has not been resolved I sent you an email last week advising Macy didn’t show up for Bed inspection set for this past Saturday I waited all day they didn’t have curtesy to phone now set up for this coming Tuesday if they show up Please advise you are keeping my filing open Regards [redacted]I’m resending the below due to a msg from the Revdex.com that you haven’t heard from me & are closing ID[redacted] this matter is still open with Macy’s They didn’t show up for the mattress inspection on 3-24-18 & it’s now rescheduled for 4-3-18 Please recontact Macy’s this case is still open I will Call theRevdex.com on Monday to reconfirm at your ###-###-#### number

[redacted]   [redacted]
February
23, 2016
[redacted]
[redacted]
[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 (DSNB).  I apologize for
any inconvenience you may have experienced.
Our records indicate that the billing statement for
the period ending May 17, 2015, had a $13.89 balance, with a $13.89 minimum
payment due by June 17, 2015.  When no
payment was received by this date, your account was charged a $13.89 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 June 17, 2015, had a $29.78 balance with a $29.78 minimum
payment (including a $13.89 past due amount) due by July 17, 2015.  When no payments were received, your account
continued to be charged late fees and interest, and was reported as thirty (30)
days past due to the credit reporting agencies. 
The billing statement for the period ending August
24, 2015, had a $101.56 balance with a $101.56 minimum payment due by September
20, 2015.  We received your payment of $61.56
on August 26, 2015.  However since the
amount paid was less than the Minimum Payment Due, the account was charged a
$38.00 late fee and a $2.00 interest charge resulting in a new balance of
$80.00 with an $80.00 minimum payment due by October 20, 2015.  Again, when no payments were received, your
account continued to be charged late fees and interest. 
Although the late fees and interest were charged
correctly, as a courtesy to you, I removed $227.00 in late fees and $16.55 in
interest charges from the account that were charged after we received your
$61.56 payment on August 26, 2015.  In
addition, I cleared our internal records of the delinquencies reported for
October 2015 through January 2016 and requested that [redacted], [redacted], and
[redacted] delete the delinquencies for the same time period.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to their
files.  Until then, this letter will
serve as confirmation of this request. As
of the date of this letter, the account is closed and has a zero ($0.00)
balance.
[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,
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com