Macy's

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]

[redacted]   [redacted] November 25, 2016[redacted]Morrisville, NC  27560 Re: Revdex.com Complaint ID #[redacted] Macy’s account ending in [redacted] Dear [redacted]:   I am in receipt of your additional comments 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 most recent concerns on behalf of Department Stores National Bank (DSNB).  It is regrettable to learn that you feel our previous response did not adequately answer your questions and that some misunderstanding remains. As previously stated, we confirmed you were receiving e-mail alerts at the e-mail address of [redacted], since you enrolled on January 17, 2015.  Our records indicate we sent you e-mail alerts on July 16, 2016, August 16, 2016, and September 15, 2016, and you opened your e-billing statement on July 16, 2016, and on September 15, 2016.  We show no e-mails being returned as undeliverable, and no evidence of system issues that would have prevented the delivery, which suggests that you received the e-mail alerts.   On August 13, 2016, a customer service representative removed $11.00 of the $21.34 late fee, and a $2.00 interest charge.  We advised you to allow one (1) to two (2) billing cycles for this credit to reflect on your account balance.  There is no record that we promised to remove the complete late fee at that time.  On September 9, 2016, when no payment was made, you received a $27.00 late fee.   On September 14, 2016, you contacted us via chat, and requested that the representative close your account because you were dissatisfied with only a partial late fee removal of $11.00 for the billing period ending August 12, 2016.  Although you state you felt the account was closed immediately without giving enough time, our records show that you agreed to the disclosure in writing to close your account.  This disclosure is a legally binding statement which reads, “If you choose to close your account today, it cannot be reopened, and you will need to reapply for any future credit needs.”  Unfortunately, your request to close the account happened before you requested to speak with a supervisor, and a supervisor does not have the authority to override the legal disclosure that was given to you upon requesting to close your account.  The supervisor reversed two $27.00 late fees as a courtesy to you, resulting in a credit balance of $18.66.  On September 19, 2016, a credit balance refund check was mailed to you, resulting in a zero ($0.00) balance.     I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above-referenced Macy’s account.  Research confirmed that billing alerts were received by you via email.  It is not the Bank’s policy to remove any delinquency unless it occurred as a result of our billing error.  Therefore, our position has not changed, and I am unable to clear the derogatory information from your credit report.  However, as we previously advised, on September 20, 2016, we instructed the credit bureaus to code your account as “customer disputes reporting.”[redacted], I trust that this letter will clarify any issue you felt remained unresolved, and at the same time I understand that you may be disappointed by our policy.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter.  Please contact me at the number below if you need assistance on another topic.   Sincerely,Alison G.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

February 3, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store 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 or frustration this matter may have caused you and for any extended hold times you experienced.   According to the DSNB Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the payment due date.  The first fee will be $27.00. For any additional past due payment during the next six billing cycles after the first past due payment occurred, the fee will be $37.00.  Interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.   In researching your account, our records confirm that the minimum payment due on the billing statement with closing date of July 8, 2016, was $33.06, due by August 4, 2016.  When no payment was received by August 4, 2016, a $27.00 late fee was added to your account, resulting in a minimum payment due of $57.00. Our records further confirm that you called our Customer Service Department on August 8, 2016, to request a due date change from the 3rd of the month to the 11th of the month, and to make a payment on your account.    We received a $35.00 payment on August 8, 2016, but this payment did not satisfy the minimum amount due of $57.00.  Additionally,  our policy for due date changes requires that an account is not in a delinquent status. Because your account was delinquent at the time of your request, the requested due date change could not be performed.    Your payments were consistently late after your initial request and, as a result, incurred additional late fees, which prohibited us from accommodating your request for a due date change at any time after your initial request.   As a courtesy, I have removed one late fee in the amount of $37.00 and interest charges in the amount of $6.93, bringing your account to a zero ($0.00) balance.  Respectfully, I must decline your request to refund you any previous late fees that you paid as they were charged in accordance with the DSNB Credit Card Agreement. Now that your account is now current, I have also processed a due date change on your account to the 12th of the month going forward.  Unfortunately, the 11th of the month was not available for your account.   Please note going forward, no additional courtesy late fees or interest will be removed.   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.  We also have electronic billing services made through your bank's website that take three (3) to five (5) 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. When your account is current, you can also make a payment through the automated phone system.    [redacted], Macy's does not participate in unethical or illegal business practices of any kind, and I am sorry if you feel otherwise.  Thank you 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 ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

P.0. Box 8220 Mason, OH 45040March 28, 2018[redacted]RE: Revdex.com Complaint ID #[redacted]Macy's Account Ending in [redacted] Macy's Account Ending in [redacted]Dear [redacted]:I am in receipt of your complaint forwarded to Macy's Executive Office by the Better...

Business Bureau (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). As a company that prides itself on providing exceptional customer experiences, I was sorry to learn of the fraudulent activity on your Macy's account ending in [redacted] and the difficulty you had in getting the matter resolved. I regret the issues you encountered when speaking with Macy's Customer Service Department. Please know, feedback was provided. In researching your concerns, I was able to locate the letter you sent to Macy's dated February 12, 2018. Please accept my apology with regard to the lack of response to your February 2018 letter. However, please know that your Macy's account ending in [redacted], which had the fraudulent purchases, is closed and has a zero ($0.00) balance.In your February 12, 2018, letter, you stated that you should have a credit balance on your account ending in [redacted], due to three payments you made for the purchase of a raincoat which cost $99.98. For your review, I have also included your billing statements from November 2017, December 2017, and January 2018 which reflect your payments of $28.00, $30.00, and $28.00 respectively. Please know that I located the receipt for the purchase of a [redacted] Raincoat made on September 25, 2017, and returned by you on January 26, 2018. I was able to confirm that due to your purchase and subsequent return, you should have had a credit balance of $86.00 on your account. Please know that I have requested that a Credit Balance Refund Check be sent to you in the amount of $86.00. Please allow ten (10) to fifteen (15) business days to receive the check. Thank you for your patience in allowing me the opportunity to resolve this matter on your behalf.In your Revdex.com complaint, you asked to close your Macy's account. As I was unable to reach you by phone on March 26, 2018, I would like to confirm that your account ending in [redacted] was closed effective November 14, 2017. However, we invite you to reapply should you desire a Macy's account in the future.Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I can be of further assistance on another matter, please contact me at your convenience.Sincerely,Durand C.Macy's Executive Office ###-###-#### Extension [redacted]Enclosures

Dear [redacted], I am in receipt of your complaint #[redacted] 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. After our conversation I have refunded you for this order and left you...

messages to reorder if you wish. I have resolved your issue in regards to your complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Sincerely, Tara B.Macys Executive Office###-###-#### Ext 38601

[redacted]   [redacted] [redacted] April 25, 2016 [redacted]
[redacted]
[redacted] Re: Revdex.com ID #[redacted]        Macy's [redacted] 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.  Thank you for the courtesy extended during our telephone conversation on April 15, 2016, regarding your complaint.  It was a pleasure speaking with you.  This letter is to confirm our discussion.  It was disappointing to hear of the customer service issues you described in your complaint, as it is not indicative of the quality customer service we strive to provide.  As a courtesy, I have removed the late fees and interest from your account resulting in a credit balance of $78.49 and requested a credit balance refund check be sent to you.  You should receive the check within 7 to 10 business days.  Additionally, I have also cleared our internal records of any delinquency for August 2015 through April 2016 and I requested that [redacted], [redacted], and [redacted] delete any record of this issue from your credit bureau report. This letter will serve as confirmation of our request. [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your continued loyalty is important to us, as well as appreciated, and I hope you will view this as an isolated incident.  If I may be of further assistance, please do not hesitate to contact me directly at the telephone number listed below.  Sincerely, Rhea B. Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted], Revdex.com Tell us why here...

Attached please find the letter for customer [redacted] in regards to complaint ID # [redacted]. We are honoring the request to adjust the merchandise total 20%. Macy's find this resolved and closed.  Thanks,[redacted] March 31, 2016Dear Mr. Culen:  I am writing in regards to your Revdex.com Rebuttal for complaint ID # [redacted]. We are happy to honor an adjustment in the amount of 20%. Within 3-5 business days after the delivery has been completed the adjustment amount of $387.47 will post to your Macy's account. We are truly sorry for the experience you had with your purchase, I hope I was able to turn this around. Macy's finds your complaint resolved.  Sincerely,Macy's Executive Office###-###-####

Hi [redacted],  I have faxed you few documents supporting and describing the case. I hope that helps.1) Police Report and Investigation report by [redacted] police department, where the investigation describes the suspect and the lapse by Macy's. Macy's allowed the transactions by thief even after...

police investigated the case by reaching out to Macy's.2) Police Report filed at [redacted] Police department ([redacted] is my residence for past 7 years). 3) Credit Report by [redacted] about the two derogatory Macy's accounts (one of which I never requested to open and the other account was opened by me but all transactions from the time of first theft (17th Dec) are fraudulent)4) Credit Report by [redacted] about the same two Macy's accounts5) Sequence of Events   Thank you for the help. I was feeling very helpless when my repeated calls to Macy's were yielding no results. I am glad to come across Revdex.com and the hope it gives to individuals like me when trying to reach out to Macy's itself is a great service.Can I please request to let me know if you have received the fax ? Thanks,[redacted]

[redacted]   [redacted]       January 17, 2017     [redacted]   Re:  Revdex.com, Complaint ID [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.   As a retailer known for the quality of products that we sell, we were very troubled to learn of a quality issue with the wedding band you purchased in 2013.  In reviewing the transaction information for this ring, we found that you purchased the Worrynomore® Protection Program.  After speaking with [redacted] Kathy F., Fine Jewelry Business Manager at the Macy’s store in [redacted]; I was pleased to learn that she made arrangements with you to exchange your ring at no further cost to you.   We hope that you allow us an opportunity to continue to serve you as a customer and allow an opportunity to exceed your expectations for the quality of our fine jewelry program.  If I may be of further assistance to you, feel free to contact me at the telephone number listed below.   Sincerely, Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com         [redacted] Kathy F. Macy’s [redacted]

November 30, 2015[redacted] [redacted]Re: 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 am so sorry for any inconvenience experienced after refusing the delivery of the sofas purchased on sales check [redacted]  In reviewing the order, I was able to verify the order was canceled and a credit was issued to the Macy's account used at the time of purchase. When this occurs, it is necessary to contact our credit department to request a refund check if you do not wish to maintain a credit balance. I have been advised by our credit department that a refund check has been issued in the amount of $1321.56.  Your check should be delivered to your home by Monday, November 30, 2015.  If you do not receive your check by the specified date, please contact our Credit Executive Office. Thank you for allowing us the opportunity to respond to your concerns.  Your continued loyalty is important to us, as well as appreciated.  If you have any questions regarding this matter, please call our Credit Executive Office at ###-###-####.  Sincerely,Angela L.Macy's Executive Office###-###-#### Extension [redacted]cc: Revdex.com

October 10, 2016   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] 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.    I was disappointed to read about your experience when calling our Credit Customer Service Department.  As a company committed to outstanding service, I assure you that we do not condone or tolerate rude or unprofessional behavior.  I forwarded your concerns to the appropriate parties so that they may address this matter directly.  Please accept my apology for any inconvenience or frustration you may have experienced.   Upon reviewing your account, the notes confirm the address is accurate as listed and on September 21, 2016, a duplicate card was mailed to you at that address.  Once you receive the card it will need to be activated.  As of September 29, 2016, your account balance is zero ($0.00).  For your records, I have enclosed a copy of all of your statements for April 2016 through September 2016.  Even though we do process and mail your statements in accordance with the 21 day regulatory requirement, we unfortunately do not have control over how long it takes for the postal service to deliver your statements to your address.  You may wish to visit your local post office and discuss your concerns if you are experiencing issues receiving your mail.   Regarding the return or exchange of the merchandise, you do not need your card in order to return items in store.  The sales associates are able to locate your account using your Driver’s License or State Issued Identification Card.    [redacted], thank you 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,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed October 11, 2016   cc: [redacted], Revdex.com       Manager, Credit Customer Service

The answer that we received from Macy's is not totally accurate, when we accepted to keep the sofa it was under the premise that the extended warranty (3 years)  that Macy's sold to us, will be the one who will take care of the warranty in case something happened.  That company is the one that is being handled by Macy's since January 2016, date in which we made a complain of the mechanism. Again an Mac'ys is reading this between lines, when I called Macys they are the ones who continuously  are handling all this process, we have 7 months begging Macy's to to this right, and they just don't wanted to do it.   We have at least 5 communications and a bunch of calls, in this 7 months, when we speak with Macy's they told us in several times that they will handle this, then they pass the call to the warranty department ( in this case the company who manage the warranty) and is always the same answered, (YOU HAVE TO WAIT UNTIL THE PART REACH TO YOU)  7 months, in this thing with a broken sofa, AND NO PART AND NO ONE TO TALK ABOUT?   Is this the kind of extended warranty Macy's is selling to the clients? So MACY'S whats is going to be? I have 5 years left of this warranty so HANDLE THIS PROPERTY DO IT RIGHT!!  It is being handled by macysIt is being handled by macysIt is being handled by macysIt is being handled by macys

June 24, 2016[redacted]
[redacted]
[redacted]
[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 regarding your Macy's account ending in [redacted].  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.I apologize for any possible confusion regarding your account qualifying for the 1099C reporting to the Internal Revenue Service (IRS) for the 2014 tax year.Once the account charged off on June 17, 2008, all collection efforts were turned over to outside collection agencies, which included [redacted]., and [redacted]  However, we determined in March 2014 that the time period during which we could lawfully demand payment for the debt had expired, therefore all collection efforts ceased.  At that point, the debt was considered uncollectible by the creditor, Department Stores National Bank.  This  uncollectability  constituted the  identifiable event  that you have referenced in your correspondence.The 1099C is issued only on a calendar year basis (January 1 through December 31).  As your Macy's account was deemed uncollectible in the 2014 fiscal year, it was considered taxable income by the IRS and therefore reportable on form 1099C.We strive to exceed our customers' expectations and we make every attempt to resolve requests to our customers' satisfaction.  I do regret that we are unable to grant your request, but I do hope you will consider this matter closed.  Sincerely,Julia O.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]     The 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 spoke with a person, a man, who was represented to be the "manager of handbags."  I spoke with NO ONE in the executive office, as there was no one available. I received a call, on a CELL PHONE from a woman who represented that she was the MANAGER, when I later found out that she was the assistant manager.  She INSISTED that I accept a full refund and keep the bag.  (you dishonestly claimed I misunderstood.)  There was no misunderstanding, and IN FACT SHE CALLED ME THE NEXT DAY to say she was unable to do that, when in fact, I asked her two or more times before the first conversation ended if she was able to do it.  She used poor judgment, the handbag manager was rude, and the FIRST thing done in the handbags department when someone purchases a handbag is TO REMOVE THE TAG even before money is tendered.  IT IS THE PROPER TRAINING AND PROTOCOL and I was GREATLY INCONVENIENCED, and the problem not handled at all.  I had a bag that, by association, had a negative feeling associated with it, directly due to Macy's, and I had to go out of my way, unnecessarily.  If I was not treated so badly by all parties in your executive area and at the store I would have simply returned it; now, I do not ever want anything to do with your company, or Bloomingdale's. The corporate customer service REFUSED to escalate it to a manager, telling me "this is as high as you are going to get."  That is a lie.  In fact, the complaint was escalated (when it was not done so correctly) to the same person I complained about.  How is it that you call corporate, make a complaint about the store manager, and it GOES to the store manager, who NEVER in fact contacted me about that corporate complaint. EVERYTHING at Macy's is done poorly, and THAT is why your stores are closing, and you sell your inventory at pennies on the dollar.  You are a bad, disreputable company who has shown how many LIES it is willing to tell in order to not even have the morals to admit that what I have written is the exact truth, and it is your store people that need to be taken to task, not the customer. The bag was returned, and even that was a bad experience - no apology, no nothing.  Just a transaction.  And your policy on stealing?  Well, I WALKED OUT WITH A TAG that did not go off.  You cannot even protect the client as they are leaving the store - the TAG SHOULD MAKE A NOISE to alert the staff, and then I would not have walked out with a tag. THANK YOU for the experience - it showed me that I could get better designer bags on sale elsewhere, for less money than this, not have the trouble or by association, negative experience.  Macy's will never get one Buffalo nickel from me again.  You do not deserve customers, and they do not deserve to be be treated so badly.  If I buy something at Macy's, and it cannot be used, it is the equivalent of being defective, and you should stand behind the customer - not tell the customer that they "misunderstood" plain English and have a rogue manager who promises customers things she has no authority to promise.  That is the equivalent of a used car salesman lying about the price he is willing to sell a car for, and denies he said it, telling the customer she "misunderstood."   
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.  The recommendation by Macy's Corporation is unacceptable, as they (and their agents) made the error that resulted in damages.  When this error was disclosed to their customer service department, I was told incorrect information and my concerns were dismissed.  The resolution offered by the executive office does not address the damages that I was subjected to due to their error.  I was repeatedly told incorrect information, and but for my complaint to Revdex.com, I would not have any response from Macys. 
Regards,
[redacted]

July 13, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint 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 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.  I sincerely apologize for any frustration or inconvenience you have experienced regarding these matters.Please be assured that Macy’s takes the privacy and security of our customer’s information seriously. There are policies and procedures in place to ensure that all sensitive information is protected.  When we initially received your online application on February 29, 2016, we made an attempt to speak with you by calling the verified phone number you provided.  When we were unable to speak with you and verify the application over the phone with you, we placed a restriction on the account, and sent a letter requesting to speak with you in person.  Our records indicate you called us on March 1, 2016, and passed the verification questions that were required to protect your internet opened account.  I am regretful to discover the associate who helped you on this day made an error, and failed to remove the restriction on the account.  After you received the letter a week later, you called in again on March 8, 2016, and we attempted to go through additional security questions with you.  Unfortunately, the second round of verification was not successful, so it created even more challenges.    I apologize for the Customer Service you describe receiving from our Consumer Protection Specialist on March 22, 2016.  Due to the previous failure on our part to remove the restriction, and the more recent unsuccessful verification on the account, she was unable to run further identity verification due to our set protocols.  After reviewing the account history, she then requested that you fax us Proof of Address (Current Bank Statement or Utility Bill), a copy of your Social Security Card, and Driver’s License to fax number ###-###-####.  We have no record of receiving the fax you sent from the store.  However, due to the oversight on our part to remove the restriction on March 1, 2016, I partnered with Consumer Protection to remove the security hold on your account.  You will now be able to process phone payments, and set up monthly automatic payments without any issues.  As of the date of this letter, your account balance is $1,416.63.   [redacted], I know you have a choice in where you shop, and we are sorry that these issues may have jeopardized our business relationship.  Your continued business is important to us and I hope you will continue to choose Macy’s for all your future shopping needs.    Please accept the enclosed $100.00 in Macy’s gift cards as a token of our apologies.  I appreciate your feedback, and thank you for allowing me the opportunity to respond.  If I may be of further assistance in the future, please do not hesitate to contact me at the phone number listed below. Sincerely,Alison G.Macy's Executive Office###-###-#### Extension [redacted]Enclosures / mailed July 13, 2016cc:  [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 want them to credit my account the 26.44 and take my name off the list to go to a lady who has been very disrespectful.
Regards,
[redacted]

[redacted]   [redacted]       September 26, 2017   [redacted] [redacted]  [redacted]   Re:  Revdex.com, Complaint ID [redacted]        ...

Macy’s [redacted] 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 (DSNB).   On June 26, 2017, during your visit to Macy’s Ala Moana in Honolulu, Hawaii, you opened your Macy’s [redacted] account and made purchases totaling $406.60.  Applicants who are approved for a new account receive a 20% “New Account Discount” up to a maximum of $100.00 off the purchases charged to the new Macy’s account the day it is opened and the next day.    For record keeping purposes, the New Account Discount is applied as a statement credit and is not shown on the customer receipt. As shown on your billing statement for the period ending on July 5, 2017, you were provided credits totaling $81.30 as your New Account Discount.  Additionally, as a Macy’s account holder, you are eligible to participate in additional savings promotions that are exclusive to customers who use a Macy’s Card.  You can be assured that the Bank does not engage in deceptive practices and we comply with all applicable laws and regulations concerning our credit servicing practices.   It is unfortunate to hear that you were confused about who administers your Macy’s [redacted] account.  [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.  This information is included in the account information provided to you at the time of application.   During your call with Macy’s Collections Department on August 5, 2017, you confirmed you received your Macy’s [redacted] card at the address referenced above and you mentioned to the representative that you did not receive your statement.  All billing statements for your account were mailed to your “[redacted]” address, and we have no record of return mail.  While the representative offered to assist you with bringing your account current, at no time did any representative tell you that no payment was expected for your account.   Per the DSNB Credit Card Agreement, if we do not receive the minimum payment on your account by the payment due date, your account will be charged a late fee and interest.  Although properly charged, as a courtesy to you, our representatives credited your account a total of $54.00 in late fees, and interest totaling $14.56.  Enclosed please find your account billing statements issued from July to September 2017 for your review.   On September 19, 2017, you spoke with Mr. John W. Director of Macy’s Customer Service, who decided to clear the delinquency, reported for your Macy’s account for August 2017.  As of the date of this letter, your account has a zero ($0.00) balance.   I am sorry you are not satisfied with the service you received from Macy’s Customer Service; however, we do not provide compensation for matters such as this.  Additionally, we are unable to “nullify” your obligation to the terms of the DSNB Credit Card Agreement or delete your account from your credit report.  You are welcome to contact Macy’s Customer Service using the phone number on the reverse side of your Macy’s card if you would like to close your account.   Thank you for bringing this to our attention and for allowing me the opportunity to respond to your concerns. If I may be of further assistance to you, please feel free to contact me at the telephone number listed below,   Sincerely,    Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed September 26, 2017   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.  Thank you for your attention on this matter, I am disappointed that Macy's has failed to handle this request when I have been a valued customer since 2005. I never had a late payment in over 10 years and payed the account off in full. Although the explanation  Macy's submitted was wordy it did not address my complaint that Macy's charged interest and late fees to my Macy's account that was paid in full 8/2017.  This is inaccurate reporting to the credit bureau and has ruined my confidence in this business. I would like all derogatory reporting removed from my credit report. I do not accept a in store credit for Macy's shopping or refund for fees that never should have been charged
Regards,
[redacted]

January 12, 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. Please accept my sincere apology for any inconvenience you experienced due the delay for credit for the jacket you did return for order #[redacted]. I have issued the credit for $53.46. You should view the credit on your Macy's account within a few days. [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,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com