Macy's

August 10, 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 representative of 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 or inconvenience you may have experienced.
 
In
researching this matter, I found that calls to your home were made when we did
not receive a payment for the above referenced Macy’s account by the due date
of June 25, 2015.  For clarification, our
calls are intended as a courtesy, to remind customers of a recently missed
payment, and are also an opportunity to assist our customers with maintaining a
good payment and credit history with us. 
I was disappointed to learn of the service you received when you spoke
with a representative regarding your Macy’s account.  Please be assured that the service you
received from our staff is not typical of the level of quality customer service
that we strive to provide, and we appreciate your bringing the situation to our
attention.  I have forwarded a copy of
your complaint, as well as my response, to appropriate management so that the
issue can be addressed directly with the associate involved.
 
My
review of your account found that the billing statement for the period ending
May 25, 2015, had a $285.53 balance with a $25.00 minimum payment due by June
25, 2015.  When no payment was received
by this date, your account was charged a late fee in accordance with the terms
of the enclosed Department Stores National Bank Credit Card Agreement.  The billing statement for the period ending
June 25, 2015, had a $316.53 balance with a $75.00 minimum payment (including a
$25.00 past due amount) due by July 25, 2015. 
We received your $25.00 payment on June 26, 2015, and a $25.00 payment
on July 16, 2015, totaling $50.00. 
However, this was less than the $75.00 minimum amount due by July 25,
2015, and when no further payments were received; you were charged the
applicable late fee.  Although all fees
were properly charged, on June 30, 2015, a $13.00 credit for the late charge
was applied to your account as a courtesy to you during your telephone
conversation with a representative.  As a
further gesture of our goodwill, on August 3, 2015, I removed the remaining $47.00
in accumulated late fees from your account, which you will see on your next
billing statement.
 
 
 
 
 
 
 
 
 
 
 
For
clarification, our records show that the $25.00 payment we received on June 26,
2015, was paid through your bank’s bill pay service.  This payment was posted to your account the
same day it was received.  For future
reference, when mailing payments, please send them seven (7) to ten (10)
business days before your due date to ensure they are received timely and to
avoid a late fee.  If you find that you
do not have enough time to mail your payment, we offer several payment
options.  Our Online Bill Pay service on
macys.com is free of charge and payments post to your account with the date you
make them online.  Please note that
payments made through your bank's website take three to five days to
process.  Of course, you may pay at any
register in our stores, and those payments post immediately to your account.  Finally, you may make a payment over the
phone by calling the number on the back of your card or on your billing
statement.  These payments are applied to
your account the same day and are free of charge. As of the date of this
letter, your account has a $281.69 balance with a $37.00 minimum payment
(including a $12.00 past due amount) due by August 25, 2015.
 
[redacted] thank you for bringing this matter to our attention and allowing me an
opportunity to respond.  If you have any
questions, please don’t hesitate to contact me at the telephone number listed below.
 
Sincerely,
 
 
Carye C.
Macy’s Executive Office
###-###-#### Extension
[redacted]
 
Enclosures - mailed 8/10/15
 
cc:  Tina Geers, Revdex.com
       Collections
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.   I understand Macy's, Inc. has policies and procedures to follow regarding using credit cards in store, however, I was accused of criminal conduct by Eliani inside Macy's which is presumed defamatory, and deemed defamation per se. Once I left the store to get my sisters Macy's card, since I did not have mine on hand being that I am an authorized user on her account with my name added to her account, Eliani still overstepped her customer service professionalism by name calling me, the customer, in front of customers and the manager on duty. The manager on duty, Corey, failed to acknowledge the false accusations made by his employee. In any situation, a employee should never use slanderous statements to a customer or anyone of that matter. When inputting in a social security number of a Macy's cardholder, Eliani would have been made aware that my name is indeed attached to my sisters account. The entire situation could've been avoided and handled professionally. If Eliani wanted to refuse to ring me up, that would have been ok, but using slanderous words that I am fraudulent and then calling me dumb, are completely out of line and action must be taken. 
Regards,
[redacted]

[redacted]   [redacted]
February
18, 2016
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's
account ending in [redacted] - closed
Dear
[redacted]: 
I am
in receipt of your most recent complaint forwarded to Macy's Executive Office
by the Revdex.com.  As a
representative of this office and because I am familiar with your file, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank (DSNB).  I apologize if my
previous response did not address your concerns. 
As
stated in my letter dated January 27, 2016, every monthly billing statement you
received contained a written notice on the first page stating “You must pay
your Special Event Account balance showing a payoff due date of November 3,
2014 to avoid paying Interest Charges”.  The
interest was properly charged to the account in accordance with the terms
stated in your DSNB Credit Card Agreement.
[redacted], if I may be of assistance on another matter, please contact me at the
number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc: 
[redacted], Revdex.com

[redacted]   [redacted]       June 9, 2016     [redacted]   Re:  Revdex.com Complaint [redacted]         Macy's account ending in [redacted]   On...

behalf of Department Stores National Bank:     Contact Date(s) With Customer:  June 2, 2016   Complaint Summary:  On January 18, 2016, a fraudulent transaction totaling $2,154.18 was charged to [redacted] account.  When she received her statement she noticed the charge and immediately called the fraud department.  [redacted] was sent a Statement of Fraud, which was completed and returned on March 7, 2016.  Since then she has been calling to get an update on her fraud claim and is placed on hold for many hours.  She was informed the claim may take up to 90 days from the date we received her notification.  [redacted] was sent a mortgage letter; however as the claim continues, the fees increase and her credit score is diminishing.   Resolution:  I contacted [redacted] and apologized for the frustration and delay in processing her fraud claim.  I advised the fraudulent charge ($2,154.18), late fees ($101.00), and interest charges ($139.36) were removed from her account, resulting in a zero ($0.00) balance.  I also informed [redacted] that our internal records have been cleared and I requested that [redacted], and [redacted] update their records and delete any history of delinquency from the time period of March 2016 through May 2016.  I ask that she kindly allow the credit agencies approximately thirty (30) days to update their files.  This resolved her concerns.     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Customer was contacted immediately and referred to the product vendor to address her concerns regarding product and its usage. Customer confirmed she is dealing directly with the vendor and her concerns have been addressed to her satisfaction.

June 29, 2016 [redacted]Re:  Revdex.com Complaint ID [redacted]       Macy’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 Macy's Executive Office, I was asked to review and respond to your concerns on behalf of FDS Bank. Please accept my sincere apology for any frustration this matter may have caused you.In review of your account, I am pleased to advise that the electronic refund was issued to your financial institution on April 22, 2016 in the amount of $687.16.  Again, I apologize for the delay in refunding your account credit balance and for the numerous attempts in getting this resolved.  I was very disappointed to read that you called our credit office multiple times with no resolution to your refund request.  The service you described receiving is definitely not indicative of the level of service we expect to be delivered on every call.  In researching your account, the notes indicate that on April 13, 2016, a Supervisor called and left you a voicemail message at ###-###-####.  I am sorry you did not receive that phone call or message.  Be assured, I have shared a copy of your complaint along with my response with the appropriate party to address further.[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 do not hesitate to contact me.Sincerely,Monique M.Macy’s Executive Office ###-###-#### Extension [redacted]cc: [redacted], Revdex.com      Manager, Credit Customer Service

[redacted]   [redacted]
February
23, 2016
[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.  I apologize for any
inconvenience you may have experienced. 
In
researching your complaint, I found that you made your furniture purchase on
December 27, 2014, and as you noted, this was a Special Event purchase.  Under the terms of your Special Event
Account, interest charges accrue but are deferred during the promotional
period, which in your case was twelve months. 
If the balance is not paid in full by the pay-off due date, the balance,
including accrued interest charges, is transferred to the Major Purchase
account and interest charges are assessed until the purchase is paid in
full. 
Your
pay-off due date of January 11, 2016, was disclosed on the first page of your
monthly billing statement underneath the Summary of Account Activity.  This first appeared on the billing statement
for the period ending January 11, 2015.  This
statement contained important information about your Special Event Account on
page three, that also included your pay-off due date of January 11, 2016.  Additionally, each monthly billing statement
contains a section that explains in detail the payment requirements for all of
your active account types. 
Our records indicate that the
$4,729.38 charge is shown on your billing statement for the period ending
January 11, 2015, and that your monthly billing statements were mailed to you
at the address noted above.  We have no
record of returned mail by the U.S. Postal Service as undeliverable, which
suggests you the billing statements.  As
reference, enclosed are copies of the billing statements for the periods ending
January 11, 2015, through January 15, 2016. 
Our research into this issue shows that the deferred interest was
charged correctly in accordance with the terms of your Special Event Account.  Therefore, I am unable to remove the deferred
interest charges from the account.
I understand this may not be
the resolution you were seeking. 
Although we like to respond favorably to every customer’s request, that
is not always feasible.  We are required
to adhere to specific policies and procedures so that all of our customers are
afforded fair and consistent treatment.  If I may be of additional assistance, please
contact me at the number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed February 23, 2016
cc:  [redacted],
Revdex.com

P.O. Box 52184   Phoenix, AZ 85072-2184
October 14, 2015
[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.  We
sincerely apologize for any frustration you may have experienced in trying to
resolve this matter.
Upon
reviewing the information you provided, our payment research team was able to
locate your payment of $600.74 and applied it to your account.  I have also credited the account for late
fees and interest charges totaling $50.38 resulting in a credit balance of
$62.87 for which we have requested a credit balance refund check to your
billing address.  Please allow seven to
ten business days for the check to arrive. 
We cleared our internal records of the delinquency and requested that
[redacted] delete the delinquency for September 2015.  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.  We
are sorry that this issue has affected our business relationship and closed
your account per your request. 
[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 do not hesitate to contact me.
Sincerely,
Janice D.
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
My mom was diagnosed with psychosis and has had it for an undetermined amount of time. Her attorney that drew up the power of attorney informed me that she is not liable for any charges accumulated during the period she has been experiencing psychosis. I am willing to pay the $105.80 myself if Macy's will remove the negative marks on her credit. She did not know what she was doing and should not be responsible for carrying that around on her credit. That will harm her in so many ways. I understand Macy's has a responsibility to report accurately. I have answered Revdex.com's and CFPB's for my previous and current positions. However, this is a case of hardship and something that is out-of-the-box from the usual. My mom is now on medicine to treat her psychosis and I ask you to please not hold against her payments not made because of her condition. I will pay the bill myself if Macy's will please remove the negative marks from her credit report.
Regards,
[redacted]

[redacted] on 4-5-18 Teresa of Macy’s 513 573 2387 called advising they would pickup the mattress I have with no charges to me at all. On 4-6 I called her accepting that offer & asked her to call me today to set a pickup date I’ve phoned her 4 times leaving messages to call to set that date I’ve yet to hear from her! My complaint should remain open till the mattress is picked up. For your added info Macy’s has already collected $500. On the 2 previous mattress returned. Given the Nastily Demand I buy the one I have is why I’m not to be charged again. Given no contact today It’s necessary to keep the complaint open. To insure Macy’s follows threw, my trust with Macy’s is not strong given all that’s happened. Regards [redacted]

[redacted]Dear [redacted]: It was a pleasure speaking with you today regarding your Revdex.com Complaint ID [redacted]. I am glad we were finally able to connect. I would like to again apologize for the inconvenience that the multiple authorization holds on your account...

caused you. I am glad that all of them have fallen off, and your account is now reflecting the proper amounts for your order. As per our conversation, I am sending you a gift card for $50 that you may use on your next purchase online or in store. Based on the above, Macy's considers this matter resolved and closed satisfactorily.Thank you for allowing me to assist you with this issue. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]
        December 13, 2016     [redacted]...

[redacted]                                   ...⇄ [redacted]   Re:  Revdex.com complaint ID #[redacted]   On behalf of Macy’s:                                   �...⇄   Contact Date(s) With Customer:  December 12, 2016   Complaint Summary:  The customer ordered two rugs from the [redacted] store on November 28, 2016. Her order was missing two pads for the rugs. A store representative by the name of Danny B. told her she could call the next day to order the pads. She called the local number and kept getting someone in [redacted] says she called several store locations and departments and no one was able to find her order. She is requesting that the order be canceled and that a full refund be issued to her.   Resolution: On December 10, 2016, an email was sent to Carolyn R., Rug Manager for Macy’s Rugs, by Stephen C. on my behalf.  Ms. R. confirmed that the order has been canceled and that the refund has been requested for processing on December 12, 2016.   I called [redacted] to confirm that her order has been canceled and that a refund has been requested.  I provided her with my personal number and extension so that we can check in within three (3) to five (5) business days.        Tyeisha 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.   I have received NO further calls from this business since my last correspondence that was sent on May 8, 2017. And although I have tried to reiterate that the complaint is inclusive of other dates and statements, the company has not addressed this. They continue to focus on the same information. This is not a good representation of the company, especially when the company does not address me properly by my first name.
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.  For your reference, details of the offer I reviewed appear below.
How will I know when the product is available again?  
Regards,
[redacted]

Macys response in a recent private email was that they wanted proof that they did not refund after I cancelled the 1 product that was purchased. The bottom line is that I paid in full for 2 products and cancelled 1 . Macys already has proof that I paid for both and that no refund was made from them . Why they sent such an email is beyond me because the proof is the purchase. Also the email was completely obnoxious and I was told they want proof or don't want to hear anything else. This is ridiculous!!!

[redacted]   [redacted]
September 15, 2017   [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy's account ending in [redacted]   Dear [redacted]:   I am in...

receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office. As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). Please accept my sincere apology for any inconvenience this matter may have caused you. You can be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   Per the terms of the DSNB Credit Card Agreement, if you have not been paying your balance in full each month, interest is charged on the outstanding balance of your account until the day you pay the full balance owed on the account. For example, if you have been paying only the minimum payments on your balance and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the date that your payment is received. This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement. This may result in a statement containing only an interest charge. The minimum interest charge is $2.00. You can avoid being charged interest by paying your account balance in full every month by your payment due date. My review found that all fees were properly charged.   Applying this billing policy to your account, the $2.00 interest charge on your September 8, 2017, statement was for interest charged on your account balance between the last bill date of August 10, 2017, and the date (September 6, 2017) that your $47.88 payment was applied to your account. As a courtesy to you, I removed the $2.00 interest charge on September 13, 2017, resulting in a $2.00 credit balance on the account. You can keep the credit balance on the account and use toward a future purchase or request a credit balance refund check by calling our Credit Customer Service Department.   Thank you for bringing this matter to our attention and for giving me the opportunity to respond. If I may be of additional assistance, please contact me at the number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

June 18, 2015 
 
 
[redacted] 
[redacted] 
[redacted] 
 
Re: Revdex.com
complaint ID [redacted] 
       Macy’s return policy ...


 
Dear [redacted]:
 
We are in receipt of your
recent complaint submitted to the Revdex.com and forwarded to Macy’s
Executive Office, where, as a liaison, I was asked to respond.  Thank you for the courtesy you extended in
our recent telephone conversation.  Please
accept my apology for any frustration you may have experienced while trying to
return your shoes. 
 
Be assured that the service
you described receiving in our store is not typical of the quality customer
service that we strive to provide. 
Macy’s goal is to have professional and courteous associates and
management available within every department, so that every customer’s needs
are addressed and resolved efficiently.  As
such, we make every effort to accommodate our customers whenever possible. 
 
Macy’s has a very generous
return policy, and will accept for exchange or return merchandise that does not
completely satisfy you.  However, some
exceptions and restrictions on selected merchandise do apply and are posted in
these specific departments.  Macy’s uses
a return verification system and all returns and/or exchanges are subject to
validation and approval.  With a receipt
or proof of purchase, a refund will be credited back to the original form of
payment used or if you prefer, a store credit will be issued.  If there is no proof of purchase, customers
are given a store credit equal to the lowest selling price of the item for the
last 180 days. 
 
You informed me that you do
not have the receipt and the debit card you had used to make the purchase is no
longer available.  Unfortunately, without
additional information we are unable to confirm the price you paid for your shoes.  If you find some documentation that we can use
to locate the purchase, please return to your nearest Macy’s location and a
supervisor will be happy to assist you.  
 
[redacted], I appreciate the
time you took to bring this matter to our attention and giving me the
opportunity to respond.  I understand
that this is not the resolution you are seeking, but hope you can understand
our position in this manner. We will be happy to look into this further upon
receipt of the information being requested above.  If I may be of any future assistance, feel
free to contact me at the telephone number below.
 
Sincerely, 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], RevDex.com

August 01, 2016[redacted]Re: Macy's Account Ending in [redacted]    Complaint ID [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy's Executive Office, I...

was asked to review and respond to your concerns on behalf of Department Stores National Bank.Please accept my sincere apology for any inconvenience you may have experienced regarding the above-referenced account, and for the length of time it has taken to completely resolve your issue.  Our Fraud Department investigated your claim and determined the account was opened fraudulently.  They have completed the necessary steps for the fraudulent application to be removed from your credit report and the fraudulent account to be closed.  Our Fraud Department also informed me that a letter was emailed to you on July 7, 2016, which can be presented to your mortgage company and will serve as confirmation that the application was fraudulent.  If you have still not received this letter, please contact me at the number below.     [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.  Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    The Revdex.com

July 22, 2016[redacted]Re:  Revdex.com ID [redacted]       Macy’s [redacted] account ending in [redacted] (open)       Macy’s store account ending in [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] (closed)       Bloomingdale’s account ending in [redacted] (closed)Dear [redacted]:We are in receipt of your additional correspondence filed with the Revdex.com and forwarded to Macy’s Executive Office.  I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.  I am sorry that our previous response did not correctly address your concerns.  After further research, I found that you had one joint Macy’s [redacted] account ending in [redacted].    I apologize this account was not found initially.  This account was opened March 22, 2011, and closed on February 10, 2016.  Our records do not show the account was ever enrolled in Thanks for Sharing.  Account notes do show that the Macy’s store account ending in [redacted] was enrolled in the program and a gift card was mailed on January 7, 2015, in the amount of $24.43.  Our records show that this was received and redeemed.  Respectfully, I am unable to refund the Thanks for Sharing Enrollment fee for account ending in [redacted] as the fee is non-refundable and the gift card was issued and redeemed.Additionally, you currently have one Macy’s [redacted] account open, ending in [redacted].  This account currently has a zero ($0.00) balance and was originally opened in September of 2013.  Your Macy’s [redacted] account ending in [redacted] is closed and has an unpaid balance due of $2.73.I am sorry there was confusion regarding the Macy’s [redacted] account ending in [redacted] that you requested be reopened in April 2016.  I apologize if this is not the account you intended to reopen.  You can reapply online or in store; however, please let the associate know that you are requesting a Macy’s store card only.  All other accounts referenced above have been closed and no additional inquiries have been submitted to the credit bureaus.[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 do not hesitate to call me at the telephone number listed below if I may be of further assistance. Sincerely,Monique M.Macy’s Executive Office###-###-#### Ext [redacted]cc: [redacted], Revdex.com