Macy's

P.O. Box 52184   Phoenix, AZ 85072-2184
October 22, 2015
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's account ending in [redacted]
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, 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. 
When
you advised me via email that you still had not received your replacement
Macy’s card, I requested an expedited card for you on October 14, 2015.  I am pleased to know that you received this
card as you confirmed via email on October 17, 2015. 
[redacted], thank you again for bringing this matter to our attention and giving
me the opportunity to respond.  Please
call me at the telephone number listed below if I may be of further assistance.
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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]Customer called Revdex.com 3/6/18 stating he never received the list of actions, etc. that Macy's mentioned in their response to his complaint (see below). Date Sent: 2/23/2018 12:00:00 AMHi [redacted], I am in receipt of complaint #[redacted], [redacted], forwarded to us by the Revdex.com.  I have reviewed [redacted] complaint and I am listing the actions that took place to accommodate [redacted].  I have spoken to [redacted] and he has found a replacement mattress that will be delivered to him on 3/2/2018.  Macys considers this matter resolved and closed at this time with complete resolution. Thank you [redacted], Sandy M.Omnichannel Presidential Liaison 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.   It has a Macy's return tag on it and you still refuse to assist not acceptable per your return policy! I expect you to take the watch back and give me my money back it caused an allergic reaction!
Regards,
[redacted]

[redacted]   [redacted]
 
 
 
September 15, 2015
 
 
[redacted]
[redacted]
[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.  Thank
you for the courtesy you extended to me during our phone conversation on
September 3, 2015.
 
As
we discussed, Macy's is a proud supporter of all military service members.  In order to review your military status
during your account delinquency, a copy of your orders should be faxed to ###-###-####.  Please allow seven (7) to ten (10) days for
your fax submission to be processed.  To
check on the status of your request, please call ###-###-#### and one of our
associates will be able to determine if the delinquency can be removed from
your credit report. 
 
[redacted], thank you again for your service. 
Please be assured that your complaint will be addressed when additional
details are provided.  If you have
questions regarding this letter or the information required to process your
request, do not hesitate to contact me at the telephone number listed below.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

Dear [redacted],We are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced customer and have addressed all matters as expressed in the complaint. We are unable to accept the customer's return per our return policy. Items being returned must be in their original condition, and the customer admits to causing damage while wearing the product. Based on this, we are closing the issue.Thanks, Tranesse S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### ext:[redacted] Fax: ###-###-####

[redacted]   [redacted]
October 5, 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 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 you may have been caused while
trying to access your account online to view your statements. 
In reviewing your account
activity, I found that the Macy’s account noted above was registered on
macys.com to receive electronic billing and to stop paper statements on April
26, 2012.  Our records show that the June
2015, and July 2015 billing statements were sent electronically to the e-mail
address of [redacted]. 
Specifically, e-mail notifications were sent on June 24, and July 24,
2015, and we show no e-mails being returned undelivered or system issues that
would have prevented the delivery.  Records
do show the June 24, 2015, notification was opened.  We recently underwent a scheduled system
update and redesign of our macys.com website and there were intermittent times
when customers were unable to view their account information or make a payment,
but that has since been corrected. 
On September 13, 2015, you
spoke to a phone associate who removed the $16.24 late fee.  On September 14, 2015, a live chat associate submitted
the $34.48 late fee to be removed and an error occurred when it was credited
twice which left the balance on your account with a $16.24 credit.  This error has been corrected and you will see
it on your next statement closing date of October 23, 2015.  I am enclosing copies of your statements for
June through September 23, 2015, for your review.
[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,
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:     Tina
Geers, Revdex.com

[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.  Providing that at this time the damage to my cr fit reports has been removed.  Macy's rep said, it would take up to 10 days to see their removal of the credit damage.  It is now 21 days and my credit should be restored .
Regards,
[redacted]

April 20, 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 filed with the Revdex.com and forwarded to Macy’s
Executive Office, where as a liaison, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank.  Please accept my apology for the level of
service you described receiving and for any inconvenience this situation
regarding your account may have caused. 
My review confirmed
that the bank reduced the credit limit of your account after a scheduled review
of your credit bureau. A letter was sent
to you (enclosed) informing you of that change and explaining the reasons they took
that action.  We are unable to increase
your limit to the previous level. 
Moreover, because the account was closed at your request on February 24,
2016, it cannot be reopened. 
As of the date of
this letter, your account balance is $101.88, with a $95.00 payment (including
$54.00 past-due) due by May 16, 2016.
[redacted], while
we would like to respond positively to every customer, at times it is not
feasible.  If you need assistance on another
matter, feel free to call me at the telephone number noted below. 
Sincerely,
Michael J.
Macy’s Executive
Office
###-###-####
Extension [redacted]
Enclosure / mailed April 20, 2016
cc: [redacted], Revdex.com

August 11, 2016 [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who was delivered a dirty mattress twice. We contacted the customer and confirmed that the mattress has been replaced to her satisfaction. Also, Macy’s has honored an accommodation to the...

customer on her purchase. At this time, Macy's will consider this matter closed. Thanks, Sincerely,Macy's Executive Office

[redacted]   [redacted]
  
December 8, 2015
[redacted] 
[redacted] 
[redacted] 
Re: Revdex.com complaint #[redacted]
   ...

   Macy’s account ending in [redacted]
On behalf of Department
Stores National Bank:   
Contact Date with Customer:  December 5,
2015 
Complaint Summary: 
[redacted] was told the pay-off amount for her account
after removing a late fee, and submitted a payment for the balance in
full.  However, her next statement had
another late fee applied. She asks that
her balance be adjusted to zero. 
Resolution:  I called and spoke to [redacted], and
apologized for her experience.  I
informed her that a late fee in the amount of $38.00 and an interest charge of
$2.36 were reversed.  However, her
payment was received late.  I informed
her that as a gesture of goodwill, I removed an additional late fee of $38.00
and interest charges of $4.00, for a credit of $40.00 on the account.  We are refunding that to her by check, which will
be received in the mail in 7-10 days.  I
also confirmed that her account was closed on November 13, 2015.  This resolved her complaint. 
Michael J.  
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] I don't know how to explain myself properly as I am not a lawyer. I'm now being asked to fill out a fraud statement almost 2 years later to report the person that I think made the purchase, but my credit card wasn't stolen (it was not used at all to make this purchase). I paid off the initial purchase thinking that I had made it and inadvertently forgot about it but after looking at the dates of the transaction I realized that I was working that day for 24 hrs..... I am totally confused on how someone was able to walk into the store and make a purchase on my account w/o a credit card. I'm now being asked to either give up that persons name (who I think did this) or pay the bill but there were No authorized users on this account...... I guess A Judge is going to have to figure this out because I'm not satisfied w/ any of the solution thus far.... Again I say all this could have been handled in October 2015 if I had received a bill....

I feel as though Macy's could care less about this issue, all they want is for me to keep providing them w/ information so they can collect money. We have A dispute and at the same time I'm receiving collection letters w/ settlement offers. I feel as though Macy's owes me the $55 dollars.

January 23, 2018   [redacted]  [redacted]   Re: Revdex.com Complaint ID [redacted]      Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your complaint filed with the Better...

Business Bureau which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to you on behalf of Department Stores [redacted] Bank (DSNB).  We regret any inconvenience you may have experienced as a result of this matter.    In your complaint, you state that you reported fraudulent online activity on your account and disputed the balance many times.  My review of the account, including your online purchases, found no record of you calling to report fraudulent activity on the account.  Should you have evidence to support the fraudulent activity, please forward it to my attention at the address noted above for further investigation.   The account referenced above was opened on May 1, 2000, and closed on February 7, 2016, by the creditor, DSNB, because payments were not received as required by the terms of the DSNB Credit Card Agreement (“Agreement”).  Our records indicate that the last payment of $262.90 was made on October 5, 2015, and the last purchase of $82.40 was made on October 28, 2015.  There is no record of returned mail or email, which suggests that the monthly billing statements for this account were successfully delivered.   For validation of the debt incurred on this Macy’s account, I am enclosing copies of the available billing statements from August 5, 2014, through August 5, 2015.  The Annual Percentage Rate (APR) and principal balance are noted on each monthly billing statement. By using the account, you consented to be bound to the terms of the Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.   Due to serious delinquency, the account charged off on May 10, 2016, with a balance of $10,456.98 and we reported your Macy's account as an unpaid, charged off account to the credit reporting agencies. A charged-off account reports to the credit reporting agencies for a maximum of seven (7) years from the date of first delinquency that led to charge off, which in your case is November 8, 2015. Under the federal Fair Credit Reporting Act (FCRA), it is the credit reporting agency that is responsible to remove information from the credit report, not the credit grantor.    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 consumer.  Therefore, we are unable to accommodate your request to remove the delinquencies reported from your credit report.   [redacted], your account is currently being handled by [redacted] and you may call them directly at ###-###-#### should you have additional questions.  If I may be of further assistance, please contact me at the telephone number listed below.   Sincerely,  Janice D. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures/mailed January 23, 2018   cc:  [redacted], Revdex.com

[redacted]   [redacted]
February 10, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
      Bloomingdale's
account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to Bloomingdale's Executive Office by
the Revdex.com.  As a
representative of this office, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank (DSNB).  I apologize for any inconvenience you may
have experienced.
With
respect to your non-receipt of statements, our records indicate that the
account was set up to receive electronic statement notifications only through
macys.com on June 22, 2013, although the email address of [redacted]
does not show as an email address on the account prior to September 10, 2015.  If you successfully set up your Bank of
America bill payment service to receive and notify you of receipt of your
Bloomingdale’s monthly Billing Statements, and to pay your Minimum Payment Due
during the time of your absence, then [redacted] would have received those
notifications and your account payments would have been made.  [redacted] should be able to provide you
confirmation that your set up was successfully during that time period.  Please feel free to forward confirmation from
them for our review. 
On
July 30, 2014, you sent us notification via the US Postal Service to update
your billing address from [redacted] to [redacted].  Please note that per the terms of the DSNB
Credit Card Agreement, you agree to notify us promptly in writing if you
move.  Until we receive written notice of
your new address, we will continue to send Statements and other notices to the
address in our records. 
When
we reissued your card on January 19, 2015, it was returned to us as
undeliverable on March 2, 2015.  On April
27, 2015, due to the delinquency on the account, we began to mail statements to
you at [redacted], which were also returned to
us as undeliverable.  On November 23,
2015, you called in and updated your address to [redacted]. 
Our
records further indicate that the billing statement for the period ending February
24, 2015, had a $31.36 balance, with a $25.00 minimum payment due by March 24,
2015.  When no payment was received by
this date, your account was charged a $2.00 interest charge in accordance with
the terms of the DSNB Credit Card Agreement. 
The billing statement for the period ending March 24, 2015, had a $33.36
balance with a $33.36 minimum payment due by April 24, 2015.  When no payments were received, your account
continued to be charged interest, and was reported as thirty (30) days past due
to the credit reporting agencies.  The
account was closed due to serious delinquency on June 24, 2015.  We received your $41.36 payment on August 1, 2015;
however, a $0.19 interest fee was charged resulting in a $0.19 balance due by
September 24, 2015.  We received your
$0.19 payment on September 10, 2015, resulting in a zero ($0.00) balance on the
account. 
On
December 15, 2015, you called in to request the delinquency be cleared from your
credit report and were advised it is the Bank’s policy not to remove any
delinquency from your credit file, unless it occurred as a result of a DSNB bank
error.  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 consumer.  After researching the delinquency on your
account, we found that the information we reported is correct.  Our records indicate we did not receive
payments on the account during March, April, May, June, and July 2015.  Unfortunately, we are unable to accommodate
your request to remove the delinquency from your credit bureau report.  However, on January 18, 2016, we instructed
the credit reporting agencies to update their records and report your account
as "customer disputes reporting". 
[redacted],
thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of
additional assistance, please contact me at the number listed below.
Sincerely,
Randi P.
Bloomingdale's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

[redacted]   [redacted]
February 10, 2016
[redacted]
Re:       Revdex.com complaint ID...

#[redacted]
            Macy's account ending [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the RevDex.com.  As a representative of Macy's
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.
We
regret any misunderstanding that may have occurred in regard to our Special
Event Account promotion.  The Special
Event Account is for no interest that is deferred for 12 months.  Federal regulations control how payments are
applied to your account.  First, your
minimum payment due is taken from your payment for each account type.  Then, any remaining amount is applied to the
balance with the highest interest rate (APR). 
This benefits you as it reduces the amount of interest charges you are
paying.  I do apologize for any
miscommunication that may have occurred when the Special Event account was
opened.  I have included an audit from
December 2, 2014 to January 16, 2016 and corresponding statements for your
review.  It appears that the payments
were applied to the account according to regulations.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  After reviewing
the attached audit, do not hesitate to contact me at the telephone number
listed below if you have any questions.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosures /mailed February 10, 2016
cc: [redacted], RevDex.com

October 11. 2017 Hi [redacted], Please note that on October 3, 2017, we requested again that the credit reporting agencies update [redacted]’ credit report and remove any delinquencies reported from December 2016 through September 2017, and have confirmed the request to do so was submitted.  At this point, it is up to the credit reporting agencies ([redacted], [redacted] and [redacted]) to make the appropriate changes to their records – this is out of our control and we consider this matter closed.    Regards,Jan D[redacted] Janice D[redacted]Executive Liaison | Macy's, Inc.1345 S. 52nd St. | Tempe, AZ 85281Office: ###-###-#### Ext. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I hope that Macys will attend more closely to suspicious activity on their credit cards and that in the future card holders will be updated frequently in the event of fraud. I did get a couple phone calls since my last letter from a technical support representative and we were able to fix my online account problems so thank you for that. 
Regards,
[redacted]

Dear [redacted], Concerning the credit refund that our consumer has asked for to be deposited in her debit [redacted] account, Revdex.com ID [redacted], I have been advised that “stop payment” on previous check that was sent was completed on 4/25/2018 and the processing of the credit in the amount of $2144.96 to...

our consumer’s debit [redacted] account was made on 4/25/2018. We have attempted to contact our consumer via phone and email for confirmation of receipt of the credit but have not received a response. Macy's will now consider this matter closed. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly. Thanks, Macy's Executive Office

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].I have spoken with the customer regarding her customer service experience and have reported it to my colleagues here in the Presidential Office. Further, we have apologized and released the funds back to her Gift...

Card.[redacted] has my direct contact information if she experiences problems with this issue in the future.Based on the above, we consider this issue closed. Michele S.Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

August 30, 2017    [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s store account ending in [redacted]   Dear [redacted]:   We are in receipt of...

your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank. Please accept my apology for any concern or inconvenience this situation may have caused.   My research confirmed that your purchase on August 23, 2017, of $284.77, was placed on hold for security reasons to protect your account and submitted to Macy’s Credit Authorizations for review. Unfortunately, they were unable to verify that it was you that was shopping with their authentication process, and you would not complete the additional verification step that was requested. Therefore, the purchase was declined. With regret, this letter will also confirm that your account was closed at your request on August 23, 2017, and has a zero balance.   Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of additional on another matter, feel free to contact me at the number below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com