Macy's

[redacted]   [redacted]
September 29, 2015
[redacted]
[redacted]
[redacted]
Re:  Macy's Store account ending in [redacted]
Dear [redacted]: 
I am in receipt of your recent complaint filed with the Revdex.com...

regarding your Macy's Store 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 (DSNB).
As of the date of this letter, the below information is currently reporting for this account.
Open Date: July 14, 2007
Last Purchase Date: September 20, 2014
Last Payment Date: October 15, 2013
Charge-off Date: May 19, 2015
Balance: $168.34
I understand that you are disputing this balance as you were out of the country for the last three (3) years.  Our records indicate a purchase was made on September 20, 2014, for [redacted] and [redacted] shoes for $90.81.  I have enclosed a copy of the signed sales receipt as well as copies of the billing statements for the periods ending October 19, 2014, through May 19, 2015, when your account was charged-off due to non-payment. 
If you are still disputing the validity of the purchase after reviewing the enclosed documentation, please submit a completed copy of the Statement of Fraud, enclosed, to my attention at the address listed above, or by fax, to my attention, at ###-###-####.  If you are not disputing this charge, you may contact the collection agency assigned to your account, [redacted], at ###-###-####, to establish payment arrangements on your account.
[redacted], thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If you have any additional questions, please feel free to contact me at the telephone number listed below.
Sincerely,
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures 
cc:  Revdex.com
     Complaint ID: [redacted]
     [redacted]

Revdex.com:
Ms. Collette, with Macy's Executive office has reached out to me and was very helpful and informative.   She explained to me why the error may have occurred and apologized for any inconvenience that may have caused me.  She was very polite and informative.  I appreciated that!!!  She has restored my confidence in Macy's.   Thanks Ms. ColIette for your professionalism shown towards me. 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]

April 12, 2017   [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 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 you may have experienced regarding the credit on your account and for the problems you encountered in trying to resolve this issue.   My research found that a Credit Balance Refund check in the amount of $100.89 was sent on August 30, 2016, to the billing address we have on file for you.  You contacted us on December 21, 2016, to advise you had not received the check.  At that same time, a request was submitted for a stop payment and a new check was sent on December 26, 2016.  We regret you had to contact us again on February 14, 2017, and March 17, 2017, when you did not receive the refund check sent on February 21, 2017.  On March 27, 2017, we reissued another refund check which you should receive within 7 to 10 business days.    Unfortunately, we are unable to send the check certified mail.  If you would prefer the refund be processed as an electronic transfer directly to your bank account, please contact our customer service department at the telephone number on the back of your Macy’s card.   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]   cc: [redacted], Revdex.com

[redacted]   [redacted]   September 2, 2016   [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 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 you didn’t receive a response to your letter sent on February 1, 2016; however this is the first correspondence our office has received.    Upon reviewing your account, there is no record of a request to change your address one year ago when you moved into your new home.  Our records indicate that you cancelled the electronic billing on July 28, 2016, which automatically switches the billing option back to paper statements.  Subsequently, we mailed paper bills to the address we had on file of:  [redacted].  Our records indicate that you did not dispute the charges and that we had no return mail on the account.  It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.    Our research confirms that you did not dispute the charges, and the information we are reporting is accurate; therefore we are unable to remove the delinquency from your credit report for June 2016, as you requested.  However, as of August 24, 2016, I updated the billing address to:  [redacted], and instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting."  As a gesture of goodwill, I removed two late fees of $37.00 each, and $24.91 in interest charges for May 2016 and June 2016, totaling $98.91 in credits back to your account.  As of the date of this letter, your account is current with a balance of $3,656.92, and has a minimum due payment of $40.19 due by September 14, 2016.  Per your request, I have enclosed copies of billing statements for September 2015, through August 2016, for your review.   [redacted], thank you for the opportunity to address your concerns.  While I understand this may not be the resolution you were seeking, we are required to adhere to certain laws and regulations so that our customers nationwide receive fair and consistent service.  If I may be of further assistance to you in the future, please do not hesitate to contact me at the number listed below.   Sincerely,       Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures/mailed September 2, 2016  cc:  [redacted], Revdex.com

[redacted]   [redacted]   April 19, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy's account ending in [redacted] (lost/stolen)...

        Macy's account ending in [redacted] (lost/stolen)         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.   We sincerely regret any frustration that you may have been experienced regarding the fraud on your Macy’s account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on December 16, 2016, you disputed the charges on your account.  At that time, we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued.  On January 3, 2017, you disputed the transferred charges on your account.  At that time we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued.  If a charge is determined fraud, any related fees will be removed.   I am pleased to convey that on March 31, 2017, we removed the $613.22 in fraudulent charges, $64.00 in late fees and $14.44 in interest charges from your account ending in [redacted].  Please note the fraud charges were transferred back to the accounts ending in [redacted] and [redacted] for fraud processing, however, these accounts will have no impact on you or your credit report.    Your statement for period ending December 23, 2016, (copy enclosed) shows the charges you did not identify as fraud totaled $181.93.  We received your $177.92 payment on January 19, 2017 (which was less than the total due).  As a courtesy, on April 7, 2017, I credited the remaining $4.01.  As of today’s date your Macy’s account ending in [redacted] is open with a zero ($0.00) balance.  Also, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] delete the late payment history for February 2017 and March 2017 on your Macy’s account from your credit report.   Thank you for bringing this matter to our attention.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed April 19, 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.   
There was not an offer to fax anything!  Only to send something by snail mail. The 212 number that I was given to lodge a complaint was not accurate. There should have been a 800 number where I could actually talk to someone., The customer service should not be open on the weekends unless they can provide proof of a transaction which they insisted at the time that they could not do, Most importantly, I did not close the account that the money was charged to. Macys did and told me that I needed a new credit card. Then they applied money to an account that was supposedly closed. If I had not caught their mistakes, the payment would not have been made correctly and interest could have accrued. Besides lousy customer service, Macy's set me up for charges that I did not make. I feel there should be some action to resolve that part of the issue. Others might also be affected!!!
Regards
[redacted]

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

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]

[redacted]   [redacted]
February
23, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re:  [redacted] - Case
#[redacted]
        Better Business...

Bureau ID [redacted]
        Macy’s account ending in [redacted] - closed
        Macy's account ending in [redacted] - closed
Dear [redacted]: 
I am in receipt of your complaints filed with the
[redacted] and the Revdex.com which were
forwarded to Macy's Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank (DSNB). 
We
sincerely regret learning that you have been a victim of identity theft and the
problems this may be causing you.  Our
records indicate that you notified us of the fraudulent account on September
17, 2015, at which time the account number ending in [redacted] was closed and the
account number ending in [redacted] was opened. 
This action prevents the ability for more charges to be made on the
account opened by the unauthorized party. 
We also immediately closed the account ending in [redacted].  While the associate you spoke with closed the
accounts, they did not initiate the Fraud Claim process. 
Our
records indicate that on October 26, 2015, you called in to check on status of
the investigation you were transferred to the Fraud Department who sent you a
Statement of Fraud to complete and return. 
It was at that time that the Fraud Claim was started.  We received the completed form on January 19,
2016.   We ask our customers to allow up
to ninety (90) days for our Fraud Department to complete their investigation.
On
February 9, 2016, our Fraud Department completed their investigation and
removed $2,195.78 in fraudulent charges and all late fees and interest
associated with this issue from the account. 
We cleared our internal records of the account associated with this
issue and requested that [redacted], [redacted], and [redacted] delete the line of
credit from your credit file.  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 also serve as confirmation. 
[redacted], thank you for bringing this matter to
our attention and giving me the opportunity to respond.  If I may be of additional assistance, please contact
me at the number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted]
       [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] Hi! My name is [redacted]. I submitted a complaint in December 2016. A resolution was made in January 2017 after Macy's agreed to issue my full refund and provide me with an additional $100 as an apology. To date, I have received $90.55 of my $470.43. The first refund for $61.74 was received on January 10 and that was it. So, I contacted the officer who responded to my complaint, Marjorie Bell, on February 3rd and received a response saying she will look into this and get back to me. I did receive an additional refund in the amount of $28.81 on February 6. I left an additional message for Ms. Bell just now but am not confident that much will come of it. I wanted to inform you that although a resolution was agreed upon, Macy's has once again failed to deliver.Please help![redacted]Complaint ID# [redacted]###-###-####

January 21, 2017   [redacted]   Re: Revdex.com Complaint #[redacted]       Macy’s account ending in [redacted] (lost/stolen account)       Macy’s account ending in [redacted] (new...

account)   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 be assured Macy's takes the security of all of our customers very seriously. Security and privacy are top concerns for Macy's accounts, as well as our customer's personal information. The letter you received was sent after someone called with your account information and requested to add an authorized buyer.  Since the individual was unable to pass our security verification, an authorized buyer was not added at that time, but we sent a letter to you advising that one had been requested.  Our Consumer Protection Department has since spoken with you and reported your account ending in [redacted] as lost/stolen and a new account ending in [redacted] was set up for you.  The new account currently has a security hold on it; please contact our credit office before you attempt to use your card for the first time.  I am truly sorry for any concern our letter caused you.    Thank you for allowing me 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 or anything else I can assist you with, please feel free to contact me at the telephone number listed below.   Sincerely,     Andrea H. Macy’s Executive Office ###-###-####   CC: [redacted], Revdex.com

Dear [redacted], We are in receipt of complaint ID [redacted] for [redacted]. After reviewing the inspection report, we have approved a return of the mattress and boxspring. A return has been setup on return number [redacted] will receive full credit in the amount of $403.39 back to her...

[redacted] account once the merchandise has been picked up and returned to the warehouse. [redacted] may contact Customer Service at ###-###-#### to schedule the pick up at her convenience. Macy’s does consider this issue closed. Thank You, Macy’s Executive Office

May 10, 2016[redacted]Dear [redacted]: Thank you for taking the time to speak to me regarding your complaint ID [redacted]. As per our conversation, I processed a credit in the amount of $26.38. I also processed a credit for $1.93 for an...

item that is still showing as 'in transit' on your order. You should see these credits reflected on your account with 3 - 5 business days.Based on the above, Macy's considers this matter closed and resolved satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted],
We
received the complaint for [redacted] regarding ID [redacted]. The customer
stated the mattress is tearing at the seam and disputed the warranty. We have
set a full credit return for the customer to credit their account once the
merchandise is picked up at time of the new...

mattress delivery.
Macy's
Executive Office

January 21, 2016
[redacted]Cincinnati Revdex.com1 E Fourth St,Suite 600
Cincinnati, OH 45202
Revdex.com Complaint #[redacted]
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,
Jan B.
Macy's Executive Office
###-###-#### Extension
32264
cc: [redacted]

Dea[redacted],We are in receipt of Revdex.com complaint number [redacted]. I contacted our customer and reviewed all matters pertaining to her complaint. I have issued total credit in the amount of $218.28, with $211.23 going back to her credit card and $7.05 going back to her Plenti account. Based on this...

information we consider this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

January 06, 2016[redacted]  Re: Claim 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 after contacting us about the WorryNoMore Great Give Back voucher. 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 you bringing the situation to our attention. You should have been advised of our policy regarding WorryNoMore at the time of your purchase. The information provided by WorryNoMore is correct.  After the WorryNoMore extended warranty has expired, you must contact them directly to advise you qualify for the Great Give Back voucher that can be used to purchase merchandise only from Macy's Furniture and Bedding department in store. The voucher expires 90 days after receipt. However, as an accommodation, I have submitted an adjustment for the WorryNoMore fee that was applied to your original order.  Please allow up to 14 business days for your credit totaling $199.00 to post to your Macy's account. Thank you for allowing us the opportunity to respond to your concerns.  If you have any questions regarding this matter, please feel free to contact me at the telephone number listed below.  Sincerely,Angela L.Macy's Executive Office###-###-#### Extension [redacted]cc: Revdex.com

June 15, 2016 [redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in [redacted] Dear [redacted]:  We are 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 continued concerns regarding your Macy’s [redacted] account on behalf of Department Stores National Bank.  Please accept my apology for any inconvenience this matter may have caused.  My review of your account found that when late fees and interest charges were adjusted from your account in December 2015, a step was omitted which would have prevented another minimum interest charge being applied for carrying forward a balance from the previous month.  However, the accrued $6.00 in interest charges were correctly removed from your account on May 24, 2016, and no additional fees have been applied.  This letter will confirm that your account is open and has a zero ($0.00) balance.  [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us and we truly appreciate having your continued loyalty.  If I may be of any further assistance, feel free to contact me at the telephone number listed below.  Sincerely,  Michael J.Macy’s Executive Office  ###-###-#### Extension [redacted] cc: [redacted], Revdex.com

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

February 15, 2017   [redacted]   Re:  Revdex.com Complaint ID #[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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   Macy issued gift cards purchased at a Macy’s store or online at macys.com are Macy’s products.  If a gift card is purchased at a third-party merchant, unfortunately we are unable to guarantee the authenticity of those gift cards as they are not a Macy’s product.   I understand your frustration and sympathize with your inability to use the card given to you as a gift but regrettably, we are unable to replace this gift card.  I would suggest going to the merchant where the gift card was purchased and raising your concerns with them.   Please be assured that Macy's does not participate in dishonest 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 be deceptive or misleading as you stated in your complaint and we regret that you feel otherwise.    Thank you for providing your feedback and suggestions regarding the CID.  I can assure you that it has been forwarded to the appropriate Manager for consideration.   [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.  We hope you will allow us the opportunity to exceed your expectations in the future.  Please do not hesitate to call me at the telephone number listed below if I may be of assistance on another topic.   Sincerely,     Monique M. Macy’s Executive Office
[redacted]     cc: [redacted], Revdex.com       Manager, Gift Card Department