Macy's

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]

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

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]

[redacted]   [redacted]
November 23, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy's account ending [redacted]
On behalf of Department Stores National Bank: 
Contact Date
with Customer:  November 23, 2015
Complaint
Summary:  [redacted] has recently had financial
difficulty but Macy's would not offer a payment arrangement.  When she contacted us and requested a payment
plan or settlement, she was declined and told the account had to be current
first.  She would like to settle the
account. 
Resolution:  I called [redacted]
and apologized for her experience and any incorrect information.  I verified the account does not need to be
current before she can apply for a payment plan or settlement.  I explained someone with the payment
assistance department would contact her directly to complete the application on
the phone.  In addition, I advised I
could not guarantee she would qualify for a program or settlement and if she
does, I could not tell her for what amount. 
I thanked her for speaking with me today and wished her happy holidays. 
Rhea B.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

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

[redacted]   [redacted]
November 18, 2015
[redacted]
[redacted]
[redacted]
Re:  Macy's Store Account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by...

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.
As
of the date of this letter, the below information is currently reporting for
this account.
Open
Date:                  November 8, 2009
Last
Purchase Date:     January 16, 2010
Last
Payment Date:      December 18, 2014
Charge-off
Date:                      August 9, 2011
Balance
at Charge-off:             $294.41
Upon
review of your account, our records indicate that on December 18, 2014, you
accepted and agreed to a settlement of 70% of the balance of $294.41, with one
payment of $206.09.  We received the
payment of $206.09 on December 18, 2014. 
As of the date of this letter, this account is reporting as a settled in
full charge-off on your credit report.
I
understand that you are disputing the ownership of this account.  I have enclosed copies of the billing
statements for the periods ending November 9, 2009, through September 9, 2011,
as well as copies of the signed sales receipts for your review.  If you are still disputing the validity of
this account after reviewing the enclosed documentation, please submit a completed
Statement of Fraud, (copy enclosed), to my attention at the address listed
above, or by fax, to my attention, at ###-###-####. 
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]  
The Macy's card is issued by Department Stores
National Bank.

June 22, 2017   [redacted]  [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] Application – no account opened        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.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   I am sorry if there was any confusion during the credit application process.  The signature pad indicates that you will be considered for both the Macy’s [redacted] Card and the Macy’s Credit Card.  If approved for both, you will be asked to select which card you would like.  There is only one credit inquiry done as a Macy’s [redacted] to approve either card type.    To complete the application form, you presented photo identification to the store associate and provided the additional required information through the touch pad at the register, which included your Social Security number, annual income, and household expenses.  A summary of the information was then displayed on the touch pad for your verification and signature before being submitted for evaluation.  My review confirmed that you were approved for a new Macy’s store account on June 3, 2017, and that you immediately used the account to purchase a piece of luggage for a total of $102.81.  The New Account Discount of 20%, $20.55, was applied to the purchase as will be reflected on your first billing statement.    [redacted], because the single credit inquiry was done correctly to establish your Macy’s store account, I am unable to remove it from your credit report.  Thank you for allowing me to respond to your inquiry.  If I may be of further assistance, please call me at the telephone number listed below.   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.   
The first correspondence on this matter was a letter I received from the collection agency. As I already explained, I contacted the Agency the same day that it was received. The person I spoke with on the phone could not answer my question on what Macy's had done to contact me and I was told to call Macy's. However, I had attempted to call Macy's Card Services on multiple occasions and I was not treated with respect as a customer should be treated. Furthermore, I was not even given the respect to be spoken to on this matter as I was screamed at and yelled at and told I could NOT under any circumstances speak to a supervisor, that all my dealings had to be with the collection agency. This should have never gone to a collection agency in the first place. My phone number is on file with you guys. My address is on file with you guys. But that is not how you chose to operate and conduct business. I may not have received the letter that Macy's attached on the grounds that I live in a condo and they left off my unit number. That is not my fault as they have my unit number. The bills have started to come via paper to my home again once the Revdex.com complaint had been filed and it came addressed to the proper unit number and when I tried to call and deal with it, I was once again yelled at and scolded that I needed to contact the collection agency. In my opinion, Macy's has a long way to come to meet World Class Customer service which is something I learned about while in the industry working for [redacted]. I have done everything in my power to rectify this situation as soon as I was aware and Macy's Card services has been a road block....period! As stated previously, I am willing to make the payment that I am faulted for, less the late fees as this was not my doing with Macy's hidden restrictions on online payment moving my account to electronic bills was their doing, not mine! The fact I was not notified is why I now owe $300+ more  and I refuse to pay for their mistake. Furthermore, they have ruined my credit over this. I am a hard working veteran that does her due diligence to work hard, further my education and pay my bills on time. With everything on my plate and my memory issues, I sometimes am a little late, but always very apologetic and pay the late fees on what is actually my fault. Once they restore the credit they have ruined, I will pay the money I spent. They need to look at how they conduct business and fix their mess on their end. 
Regards,
[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. 
Regards,
Kathy Tourneur

August 10, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint ID #[redacted]
        Customer service experience
 
Dear [redacted]...

[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
regarding the matters outlined in your correspondence.  On behalf of Macy’s, please accept my congratulations
on the birth of your new child.  I am
truly sorry for any frustration you may have experienced during your visits to
our [redacted] store.  I am glad
to learn that you were able to save an additional 20% discount when you
purchased the earrings at our [redacted] store. 
 
As
a company committed to outstanding service, be assured that the service you
described is not typical of the quality customer service that we strive to
provide.  Macy’s goal is to have
professional and courteous associates available within every department so that
all of our customers’ questions and needs are addressed and resolved
efficiently.  Although it is
disheartening to hear that we did not meet your expectations, your feedback is important
to us as it assists us in truly understanding our customers' experiences and provides
us an opportunity to follow up with the appropriate action.  Therefore, I forwarded a copy of your letter
and my response to the Store Manager at our [redacted] location to
address the matter appropriately with her personnel. 
 
It
is regrettable that you feel our employees’ conduct was discriminatory and racially
inclined.  Macy’s is committed to having
a diverse customer base, and we do not condone or tolerate discrimination of
any kind.  We promote respect for all of
our customers and value their continued loyalty.  Although I certainly understand your
frustration surrounding the incidents, I must respectfully decline your request
for the $250.00 that you spent. 
 
[redacted] thank you for bringing this matter to our attention and for giving me
the opportunity to respond.  If I may be
of any further assistance, do not hesitate to call me directly at the telephone
number listed below.
 
Sincerely,
 
 
 
Monica O.
Macy’s Executive Liaison
###-###-#### Extension [redacted]
 
cc:  Store Manager, [redacted] Macy’s
       [redacted], Revdex.com

[redacted]   [redacted]   August 18, 2016   [redacted], [redacted]   Re:  Macy's [redacted] Account ending in [redacted] (former Account ending in [redacted])         Macy's Store Account ending in [redacted]         Complaint ID [redacted]     Dear [redacted]:    I am in receipt of your response to our letter regarding the complaint you filed with the Revdex.com concerning your above referenced Macy's accounts.  As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank.    On August 8, 2016, we mailed a separate letter to you from the United States Postal Service that included copies of monthly billing statements for your Macy's [redacted] account for the billing periods ending October 5, 2015, through June 3, 2016, and the monthly billing statement for the Macy's store account for billing period ending October 26, 2015, for your review.    Please be advised, that when you made a payment of $275.59 on September 26, 2015, the payment was credited to your Macy's [redacted] account for which there was previous balance of $134.68 and additional purchases of $214.33 as listed on the monthly statement for the billing period ending October 5, 2015.   Unfortunately, we did not receive another payment on your Macy's [redacted] account until January 6, 2016, in the amount of $296.62.   Our letter, dated August 8, 2016, informed you that you owed an outstanding merchandise balance of $159.86 on your Macy's [redacted] account after we removed the accumulated late fees of $104.00 and interest charges of $11.73 on your Macy's [redacted] account.  Since that letter, we have also removed the $159.86 merchandise balance from your Macy's [redacted] account.  Your balance is now zero ($0.00).    If I may be of further assistance, please do not hesitate to contact me personally at the telephone listed below.   Sincerely,       Diane M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted]       The Revdex.com  [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.

Good Morning [redacted] I am following up with you on our customer [redacted], Complaint#[redacted].  I finally spoke to [redacted] on 10/25/2017 and have reviewed her complaint and I am listing the actions that took place to accommodate [redacted].   I am issuing a credit of $338.00 back...

to [redacted] original form of payment for the inconvenience of her being charged late.  I have also agreed to refund [redacted] her Worry No More fee of $169.00.  [redacted] will receive her refunds within the next 3-5 business days.  [redacted] understands that with these refunds she will not have a manufacturer’s warranty along with no additional Worry No More coverage.   I have attached a copy of the email that was sent to [redacted] for confirmation of our phone conversation. Macys considers this matter resolved and closed at this time with complete resolution.  Thank You,Sandy  Sandy M.Omnichannel Presidential Liason Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-####  Fax:  ###-###-####

August 27, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint forwarded to us by the Better...

Business Bureau. As
a representative of Macy's Executive Office, I was asked to review and respond
to your concerns.
 
On
behalf of Macy's, please accept my apology for any inconvenience you experienced
due to receiving your macys.com order refunds in the form of gift cards. We
regret the delay in resolving this for you. Upon reviewing your issue I
processed the refund gift card values of $67.50 and $60.96 as credits to your
Visa ending in 4129.
 
[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

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 can access my account and Macys removed the late fees during the time I could not access my account or use the automated phone system. 
Regards,
[redacted]

October 26, 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 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 the inconvenience this matter may have caused you. Our records indicate that two (2) $200.00 payments were debited to your account ending in [redacted] on August 3, 2016, as a result of a payment allocation for your promotional balance. Though the payments were moved to the correct location, the debit transactions were not applied to the revolving account. When our Billing Adjustment Department reviewed your account, they were able to confirm that these payments were moved to the appropriate location, but the debits for these payments never occurred. Enclosed is a copy of the account audit, outlining these allocations.As a result, the “payment reversals”, as coded within our system, are the actual debits owed in conjunction to the payment allocations previously performed. On October 10, 2016, I requested the interest in the amount of $231.41 to be credited to your account. Please be assured that the balance of $209.94 with a minimum payment of $9.94 due on or before November 20, 2016, is accurate. [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,Tyeisha B.Macy’s Executive Office ###-###-#### Extension [redacted]Enclosure /mailed October 26, 2016cc: [redacted], Revdex.comThe Macy's card is issued by Department Stores National Bank.     P.O. Box 52184 Phoenix, AZ 85072-2184

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of [redacted] complaint. 
As a representative of Macy's Executive Office, I was...

asked to review
and respond to her concerns regarding a refund to her account.  I have spoken to [redacted] directly in
order to discuss resolution.  As of March
24, 2016, credit in the amount of $76.38 has posted to her Macy's account,
resulting in a credit balance of $50. 
Based on the above, Macy's considers this matter resolved and closed
satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

August 18, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: RevDex.com complaint ID [redacted] 
       Macy’s account ending in [redacted]
 
Dear [redacted]:
 
We are in receipt of
your...

recent complaint filed with the Revdex.com and forwarded to
Macy’s Executive Office, where as a liaison, I was asked to research and
respond on behalf of Department Stores National Bank.  Please accept my apology for any concern this
situation may have caused. 
 
My review of your
account confirmed that all of the merchandise you purchased has now been either
paid for or returned and credited to your account.  The remaining balance of $20.00 on your
billing statement for the period ending July 21, 2015, was the delivery fee for
a macys.com order of a dress, charged on May 8, 2015.  However, your recent payment of $20.00 was
received on August 3, 2015, leaving your account with a zero ($0.00) balance.  Also, enclosed is an audit which summarizes
your account purchase, return, and payment activity. 
 
In accordance with our macys.com return policy, the credits for your
returned items were originally applied to gift cards because the billing
address was different from the shipping address of the merchandise.  This is done because when merchandise is sent
to a different address; it is likely intended as a gift. 
 
Unfortunately, you
were unable to use your account on July 25, 2015, because minimum payments were
not received on your account, and it had billed past due since the billing
period ending June 21, 2015.  In
reference to your attempt to make an electronic payment, your payment was
cancelled because we do not allow an online payment that is greater than the
amount owed on an account. 
 
Thank you for
allowing me to respond to your inquiry.  This
letter will confirm that your account was closed at your request on August 3,
2015.  Feel free to contact me at the
number listed below if I may be of assistance on another matter in the
future. 
 
Sincerely,
 
 
Michael J.
Macy’s Executive
Office
###-###-####
Extension [redacted]
 
Enclosure
 
cc:  [redacted], Revdex.com

[redacted]   [redacted]
 
July 6, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Store Account Belonging to [redacted]
[redacted]
 
Dear
[redacted]: ...


 
I am
in receipt of your recent complaint filed with 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.  I
intended to discuss this matter personally with you; however, I was
unsuccessful in reaching you.  I did
leave a message on your voicemail on June 24, 2015, and welcome the opportunity
to speak with you.
 
I
was truly sorry to learn of the passing of your mother, [redacted], and
I hope you will accept my deepest condolences. 
I was disappointed to learn about the level of customer service you
received when you called our Credit and Customer Service department.  Please know, the level of customer service
that you received is not the high level of quality customer service we strive
to provide at Macy's.  It is
disheartening to learn that our associate neglected to show compassion and
condolences to you during this difficult time. 
Please know, I have forwarded your feedback to the management teams over
the associates that you spoke with, where they will address this issue with the
associates involved.
 
Unfortunately,
as we do not have any documentation that you are the executor of [redacted]
estate, I am unable to disclose any information pertaining to her Macy's Store
account.  However, I can confirm the fees
referenced in your inquiry were waived, and a credit balance refund check was
sent.  Should you have further inquiries
regarding your mother's Macy's Store account, you may send documentation
confirming you are the executor, to the address listed above, or you may fax
this information to my attention at ###-###-####.
 
[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,
 
 
 
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted]
     Cincinnati Revdex.com
     Complaint
ID: 10681733  
The Macy's card is issued by Department Stores
National Bank.

[redacted]   [redacted]
December 11, 2015
[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 Department Stores National Bank.
We
regret any disappointment you may have experienced because the credit limit was
lowered on your Macy's account.  As
mentioned during your conversation with a credit representative, according to
the terms of the enclosed Department Stores National Bank Credit Card
Agreement, we may review your account's payment history and activity, as well
as information provided by outside credit reporting agencies, and increase or
decrease your credit limit, without prior notice, based on this information.
Banks
manage the credit limits on credit card accounts as part of a sound risk
management strategy.  Our credit system
is designed to regularly evaluate accounts to ensure account holders still
qualify for their current credit limit. 
On one such evaluation of your account on October 16, 2015, the credit
limit on your Macy's account was lowered from $1,000.00 to $900.00.  The credit limit reduction was based on
outside credit information received directly from the credit reporting
agencies, which represents your creditworthiness.  In order to increase your Macy's account
credit limit as you requested, we require a reduction in the account balance
owed. 
In
your complaint, you expressed concern that lowering your credit limit may cause
you to be charged excessive over limit fees and late fees if your balance
exceeds your limit.  For your
information, we do not currently charge over limit fees on our credit
accounts.  As long as we receive your
minimum, monthly payments by the due date shown on your billing statement, no
late fees will applied to your account.
I
was disappointed to read that you had difficulty in accessing your account
on-line.  As you may know, we recently
underwent a scheduled credit system update for the Macy's credit card accounts
and redesigned our macys.com website.  We
apologize for any frustration this may have caused.  If you are still having problems accessing
your account information from macys.com, please let me know and I will gladly
arrange for a technical assistance specialist to contact you at your earliest
convenience.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to reply.   If I may assist
you in the future, please do not hesitate to call me at the telephone number
listed below.
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:  [redacted], Revdex.com

December 12, 2017  [redacted] re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, I am responding to your Better Business Complaint regarding your recent experience with...

online ordering and Macy's customer service. Thank you for your courtesy when we spoke. The appropriate sale prices have been provided. Certainly, coaching and feedback have been provided for the process of placing the order. That was consistent with Macy's policy as well as your request. Your experience did not meet your expectations for Macy's or our own. We are most appreciative of your bringing this to our awareness to allow improvement for our customers' experiences in the future. In respect and consideration, a $50.00 Macy's gift card is being sent to you. This is coming in a plain white envelope. Thank you for continuing to shop at Macy's. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: Ms. Tina Geers, Cincinnati Revdex.com