Macy's

See below and attached. [redacted]Re: Revdex.com Complaint ID Number [redacted]Macys account ending in [redacted] Dear [redacted]:I am in receipt of your complaint filed with the Revdex.com, concerning your 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.On behalf of Macy's let me first offer my condolences for the loss of your fiancée. I also regret any inconvenience you may have experienced regarding the reporting of your Macy's account to the credit reporting agencies. As confirmed in your complaint, you did receive the monthly statements for the account and I should point out that a notice of the past due status of your account is prominently printed on page 3 of each statement. For your convenience, I am enclosing copies of the monthly billing statements for the closing dates of October 25, 2017 through January 25, 2018, for your review.We understand that you are attempting to improve your credit report by requesting that we modify the payment history associated with your Macy's account. We have an obligation to accurately report all activity, either favorable or unfavorable, to the credit reporting agencies. It is the bank's policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing error. After researching the delinquency on your account, we found the information to be correct. We did not receive the required monthly payments for the purchase made on your account.[redacted], I regret that, on this occasion, we are unable to provide the resolution you are seeking. Nevertheless, I appreciate the opportunity to respond to your concerns. Please contact me personally if I can be of any additional assistance.Sincerely.Carrie A.Macy's Executive Office ###-###-#### Extension [redacted]Enclosurescc : [redacted]The Betler Business BureauThe Macy's card is issued by Department Stores National Bank.

April 12, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]     Dear [redacted]:   I am in receipt of your additional correspondence filed with the Revdex.com.  As a representative in Macy’s Executive Office, and because I am familiar with your concerns, I was asked to review and respond to your additional concerns.  I apologize for any inconvenience you may continue to experience.   On April 4, 2017, I received a voicemail from you requesting a call back.  In returning your call, you stated that you did not receive or cash the check.  I referred you to the letter that I sent dated March 29, 2017, that provided the website and phone number for the Rebate center and asked that you call them directly, or visit their website for further assistance.  Furthermore, I expressed to you that Rebates are handled by the manufacturers and that Macy’s is unable to refund you any monies directly.  After reviewing the website and calling them, you called me back and stated you were unsuccessful in resolving your concerns.   At that time, I offered to reach out to them to assist you.  When calling, their automated system asks a series of questions and once you follow the prompts, it will provide you with steps to submit in writing to them that you dispute cashing the check.  I returned your call later on April 4, 2017, and left a detailed message explaining this is what needs to occur in order for the Rebate center to address your concerns.    Although I understand your frustration, unfortunately I must refer you to call back to the Rebate center at ###-###-####.  Please follow the prompts and you will be provided the next steps you can take to submit a claim of not receiving or cashing the check.   [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you need assistance on a different matter as our decision has not changed and we consider this issue closed.   Sincerely, Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

April 11, 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).I am sorry that you continue to have concerns regarding your pending Star Rewards points. Please know that the 512 pending points will still show when you access your online Macy's account. Please be aware, we are still working on having the pending points deleted from your account. However, we have manually added the points to your account so that they are ready for your use, and provided you with $10.00 in Star Money, which will be active until May 10, 2018.Thank you for your continued patience regarding this matter. 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]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.  AS per the email from Macy's here is the receipt number [redacted]
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2017/03/02) */
The Halifax Furniture Clinic HFC was contacted over the phone By [redacted] about getting a chair reupholstered. She exptessed concern about fire rdants used by our foam manufactors.Several calls back and forth and an hour and a...

half of unbillable time spent getting the answers. We we go back and forth with more call /emails and we finally go to see the chair and it is beat.[redacted] She picks a polyester velvet that is reasonable priced at [redacted] rather then the [redacted]/yard high pile cotton.. The chair is stripped to the frame and painted black all the fill is replaced with organic cotton New rubber webbing installed And a duck down seat installed to replace the missing seat cushion The trim is replaced with scrolled gimp. At no time were casters mentioned. We try to contact ** to deliver the chair but there is no response for 2 MONTHS. She finally gets in touch with us and wants it delivered. By this time I am very werry of thgis person and say that we would like her to visit the shop and inspect the chair for her approvial. At that point she can pay for the chair and then we can deliver it. Agian we wait and after another week we are contacted and are told the she will be up Friday. Agian a no show but she sends her son who says "The chair looks great" More waiting and finally she says i'm home and can you deliver it? We get to the house and s[redacted] She insists its not velvet. I say we will take the chair back to the shop and I will have samples of the fabric roll the goods were cut from sent down from Toronto. I had the regional sales manager come down from [redacted] Th look at it and there is NO DOUBT the fabric is what was chosen.As for the issue of the smoke smell we have asy over a dozen random individuals to smell the chair and not one person detected the presence of smoke.
We have been in business 39 years and have never had a complant filed with the Revdex.com as we have gone out of our way to try and please our customer,but we realize we can't please everybody.The reason we make people put their finger on the fabric and come in and inspect the chair before paying is to avoid the very problem we are experancing here. If ** had bothered to come into the shop the first thing she would see on the is a disclaimer that states "Pick up and payment is required on all items within 30 days of the completion of work. After such time The Halifax Furniture Clinic accepts no responsibility for items unclaimed.We have done the job to the best of our ability in the fabric stipulated. We have allowed the customer the ability to com in and inspect the chair which was declined. The fabric choice has been looked at by outside experts and found to be what was contracted What more can we do?
As of today the outstanding invoice is for [redacted]
This does not include the time for over 50 phone calls' numerious fabric samples and their shipping costs [redacted]
So what to do. This mess has been draging way to long. The owner has made the decision to give her back her chair at NO COST. This decision was made 2 months ago. All she had to do was contact us but she chose to take this route
The chair sits in our office and she can pick it up at any time.We are within or rights to sell the chair to recoup some of our losses as there is a Mechanics lein on the chair but we chose not to do business that way. We presently have a chair that has sat here for 4 years
Initial Consumer Rebuttal /* (2000, 7, 2017/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will take the chair back[redacted] The chair is not velvet. I will send my uncle by to pick it up tomorrow. It had never been refurbished and was not beat. Thank-you.
Final Consumer Response /* (3000, 11, 2017/03/06) */
---------- Forwarded message ----------
[redacted])
[redacted]
Hi there!
We responded to the reply from the Halifax Furniture Clinic that we would be by to pick up the chair this afternoon. I went with my uncle at quarter to 4 to pick up the chair, during normal business hours, and there was no one in the building. We waited around for about 15 minutes and then left.
Cheers,
[redacted]
([redacted]
Final Business Response /* (4000, 13, 2017/03/06) */
The chair has been picked up

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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.  After multiple apologies regarding the credit system overhaul issues, by both Macy Employees and by an email sent to all card holders, no one with Macy's takes responsibility for having the auto pay feature un-enroll itself.  My bills were to be paid with the Auto Pay feature.  This worked in the short time I had the card which was about four months.  Then I noticed the site's overhaul and the amount of upset customers out there that couldn't do things such as online payments.  After that overhaul, the Auto Pay feature was disabled.  Given I rely on that feature, I didn't notice it was disabled until after a late payment.  I don't want to see a late payment being sent to the credit bureau.
Regards,
[redacted]

February 26, 2016[redacted]Cincinnati Revdex.comDear [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. While I have not spoken to [redacted] directly, I have, however, investigated her...

concerns. I have processed a credit for $120.05 back to her Macy's card. 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]

[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. I do wish I had not had to escalate the situation and would not have if the original representative would have given me information to contact the appropriate sources as I requested. I also hope going forward the representatives that accept payments over the phone, give correct information. I appreciate the consideration from Macy's and the response to my complaint. 
Regards,
[redacted]

[redacted]   [redacted]
 
September 18, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:    Revdex.com 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 Macy’s
Executive 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 frustration you may have
experienced in your attempt to resolve this issue. 
 
According to the Department
Stores National Bank Credit Card Agreement (copy enclosed), if the minimum
monthly payment is not received by the due date shown on your statement, which
for your account is the 26th of every month, late fees are applied to the
account.  The billing statement for the
period ending July 26, 2015, had a balance of $248.35, with a $75.00 minimum
payment due by August 26, 2015.  When we
did not receive that minimum due payment, your account was charged a $38.00
late fee in accordance with the terms of your Agreement.  Your billing statement for the period ending
August 26, 2015, had a $266.77 balance with a $96.42 minimum payment (including
a $50.00 past due amount) due by September 26, 2015.  I have enclosed a copy of your billing
statements for the periods ending July 26, 2015, and August 26, 2015, as
reference.
 
Please be assured that the
service you described is 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, so that
all of our customers’ questions and needs are addressed and resolved efficiently.  From the comments in your complaint, 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 provides us an opportunity to follow up with the
appropriate action.
 
In reviewing your account, I
found that on August 27, 2015, you spoke with a representative regarding our
website enhancements and your inability to make a payment to your account
online.  At that time, the request was
submitted for the $38.00 late fee to be removed from your account and I
confirmed that it was credited on August 31, 2015, which you will see on your
next billing statement.  As of the date
of this letter, the balance on your Macy’s account is $127.77 with a $52.42
minimum payment (including a $25.00 past due amount) due by September 26, 2015.
 
[redacted], we understand
that you have a choice of where to shop and we hope this misunderstanding has
not jeopardized our business relationship. 
Please contact me directly at the telephone number listed below if I may
be of any additional assistance.
 
Sincerely,
 
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures / mailed September 18, 2015
 
cc:     [redacted]
[redacted], Revdex.com  
The Macy’s card is issued by Department Stores
national Bank
This is an attempt to collect a debt and any
information obtained will be used for that purpose.

[redacted]   [redacted]   June 2, 2015   [redacted]
[redacted]
[redacted]   Re:  Revdex.com ID [redacted]         Macy's account ending in 3204  ...

Dear Ms. Dinh:    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.   Thank you for the courtesy extended during our telephone conversation on May 28, 2015.  I am pleased to hear that Peter, one of our associates, was able to initiate the transfer of the return credits from your mother’s account to your account.  Please allow one to two billing cycles for the transfer to be completed.  In the meantime, I removed the late fees of $60.00 and interest charges of $8.82 from your account, which will be reflected on your billing statement for the period ending June 12, 2015.    I cleared our internal records of any delinquency associated with this issue and requested that Equifax, Experian, and Trans delete the delinquencies for April and May 2015.  Please allow the agencies approximately seven (7) to ten (10) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.    Please accept my sincere apology for the level of customer service you experienced in your attempts to resolve this issue and from our collections department.  Be assured that the problems you encountered are not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and knowledgeable associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  From the comments in your letter and during our phone conversation, it appears we have fallen short of this goal.  So, I would like to thank you for the time you took to share this situation with us, as it provides us an opportunity to follow up with the appropriate action.   Ms. Dinh, we understand you have a choice of where to shop and we are sorry this issue may have jeopardized our relationship.  Your business is important to us as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely,     Janice Doerter Macy's Executive Office 1-888-622-9793 Extension 73270     cc:  Tina Geers, Revdex.com

[redacted]   [redacted]
January
19, 2016
[redacted]
[redacted]
[redacted]
Re:       Revdex.com ID...

#[redacted]
            Macy's [redacted] ending [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 sincere apology for any frustration that may have been caused
regarding the missing payment and for the delay you encountered in trying to
resolve this issue.
Be assured that Macy's does
not participate in fraudulent or deceptive business practices of any kind.  We have policies and procedures in place to
ensure that we are in compliance with all applicable laws.  There was never any intention to deny you
your account rights as you stated in your complaint and we regret that you feel
otherwise. 
Upon reviewing your account,
I was able to confirm the payment in the amount of $4,119.38 was received and
applied to your account on September 26, 2015. 
However, the check for $2,504.26 came in as unidentified with no account
information.  On October 7, 2015, when
you contacted us by phone, we requested a copy of the front and back of the
check and with that information the payment in the amount of $2,504.26 was
located and on December 28, 2015, it was applied to your account and late fees
and interest totaling $109.06 were removed. 
As of the date of this letter, your account has a zero ($0.00)
balance.  In addition, the account shows
it was closed on May 15, 2013.  We are
sorry for the delay in locating and applying this payment. 
[redacted], thank you for
bringing this situation to our attention and giving me the opportunity to
respond.  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.  If I can be of further assistance, please do
not hesitate to contact me at the telephone number listed below, as I would be
delighted to speak with you.
Sincerely,
Rhea
B.
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 any inconvenience you experienced you wasn't able to redeem your e-gift. You're gift card will be sent to shipping address your...

provided. It will come in a plain white envelope.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy’s. [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.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

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, Tranesse S.Liaison, Omnichannel Executive...

Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

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 records are inconsistent with the records in the Macy's credit chard that was charged . 
Regards,
Sierra Turner

Dear [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 his concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have, however, left him a message regarding his...

concerns. I have processed a credit on [redacted] macys.com order #[redacted] in the amount of $57.35. This credit is to honor the 20% discount [redacted] was promised by a previous agent. This amount should post to his account within five business days. Based on the above, we consider this complaint closed. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

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 any inconvenience you experienced when your order was cancelled and your MM was not refunded to you. You will be receiving a...

$210.00 Macy's gift card. This will come in a plain white envelope.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [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. Sincerely, Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

March 25, 2016
[redacted]
[redacted]
[redacted]
Re: [redacted] – Case #[redacted]
        RevDex.com Complaint ID [redacted]...


        Macy’s [redacted] account ending in 9594 
       Macy’s store account ending in [redacted]
Dear [redacted]:
We are in receipt of your complaints filed with the [redacted] and the Revdex.com and forwarded to
Macy’s Executive Office. As a liaison in that office, I was asked to review and
respond to your concerns on behalf of Department Stores National Bank. We
sincerely regret any frustration you may have been caused in this situation regarding
your Macy’s [redacted] account and Macy’s store account, and for the
problems you encountered while attempting to resolve this matter. 
Our research has
confirmed that the questioned charges on your Macy’s store account of $113.88
and Macy’s [redacted] account of $194.56 were fraudulent.  Therefore, we are removing those charges, along
with late fees and interest charges on the Macy’s store account of $270.13, and
$124.14 on the Macy’s [redacted] account. 
Both accounts noted above are closed and when the credits noted above
are applied, both accounts will have a zero balance. 
Moreover, we have cleared
our internal records of the delinquency associated with this issue, and instructed
the credit bureaus to also delete the negative history reported for this
situation for both accounts.  Please
allow at least 7-10 business days for the agencies to modify their records to
reflect the changes contained in our request. 
Thank you for
bringing this matter to our attention.  If
you have any additional questions, please call me at the number listed
below. 
Sincerely,
Rhea B. Macy’s Executive
Liaison 
###-###-####
Extension [redacted]
cc: [redacted] 
       [redacted], Revdex.com

01-24-2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Re: Revdex.com Compliant ID [redacted] Dear [redacted]: I am in receipt of complaint ID: [redacted]. [redacted] was left numerous voicemails in regard to the compliant ID [redacted]. Due to the lack of follow up from [redacted], Macy's considers this matter closed and resolved. If [redacted] wanted to place an order, I would honor the one day sales prices for the [redacted] pending item availability. Thank you, cc: [redacted]
 Steven A. « Presidential Liaison « MCCS Executive OfficesMacy's Corporate Services, Inc.9111 Duke Blvd, Mason, Ohio 45040Phone: ###-###-####  Email: [redacted]Hours: Monday through Friday 9:00am-5:00pm EST

[redacted]   [redacted]
 
August 24, 2015
 
 
[redacted]
[redacted]
[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
experienced regarding your above referenced Macy’s account. 
 
Be
assured that the problems you experienced are not typical of the level of
quality customer service that we strive to provide.  I was disappointed to learn of your recent
experience when you spoke with our Customer Service Department.  Macy’s goal is to have professional and
knowledgeable associates available, so that all of our customers’ questions and
needs are addressed and resolved efficiently.  
 
Our
records indicate when your account was opened on April 6, 2015, the address you
provided was not your residential address but a business mailbox.  The USA PATRIOT Act requires financial
institutions to obtain, verify, and record information that identifies each
person who has an account, and the physical address is a required piece of this
verification.    On April 21, 2015, a letter was sent to you
requesting that you provide us with your street address within thirty (30) days
from the date of the letter to avoid your account being closed.  We are required to notify you by mail
concerning your account.  Since we did
not hear from you within the thirty (30) days, your account was closed on June
30, 2015, at a zero ($0.00) balance.  I
have enclosed a copy of this letter for your records. 
 
Kindly
note, neither Macy’s nor Department Stores National Bank have any control over
how your credit score is calculated.  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
customer. 
 
[redacted],
we understand that you have a choice in where to shop and we are sorry this misunderstanding
has jeopardized our business relationship. 
Please do not hesitate to contact me directly at the phone number listed
below if I may be of further assistance.  
 
Sincerely,
 
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures / mailed August 24, 2015
 
cc:  [redacted], Revdex.com