Macy's

March 7, 2017[redacted]Re:  Revdex.com Complaint ID [redacted]   Dear [redacted]: I am in receipt of your additional comments sent to the Revdex.com, which were forwarded to Macy’s Executive Office.  As a liaison in this office, and because I am familiar with this matter, I was asked to review and respond to your concerns.   Thank you for the courtesy you extended to me on February 21, and February 27, 2017.  It was a pleasure speaking with you.  After our conversation on February 21, 2017, I connected with our Marketing Department to obtain additional information about the Diamond Orbital Ring featured as a “Deal of the Day” advertisement for the “One Day Sale” on January 13 & 14, 2017.  Our Marketing Department advised that because the item comes in a few colors, the item description said “in white, yellow, or rose gold or sterling silver.” There are only three colors for this item (white, yellow or rose gold) and the advertisement mistakenly had the word “or” instead of “over” sterling silver to describe the rings. This misprint was a result of a human error and certainly was not intentional.  Unfortunately, we were unable to catch the mistake before the advertisement had already been mailed. We do know that mistakes may occur from time to time, which is why Macy's clearly states that we are not responsible for pictorial or typographical errors on the bottom of our advertisements.  Additionally, while we try to ensure accuracy, we reserve the right to correct any errors in pricing or description.  Regrettably we are unable to sell you a solid gold ring at the pricing you requested; however, as a gesture of goodwill and one time accommodation, I offered to send you the Diamond Orbital Ring free of charge.  You indicated your interest in the Rose Gold ring, but advised you did not know your ring size.  I offered to send you the standard ring size, with the option to exchange the ring if it did not fit; and you indicated that you would consider this offer.If you wish to accept this offer, please contact me at the telephone number listed below within thirty (30) days from the date of this correspondence so that I may place an order for you; in your consideration please note that quantities become more limited as time goes on. If we do not hear from you within that time, Macy’s will consider the matter closed.  Please feel free to call me if you have any questions.Sincerely,     Stephen C.Macy’s Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

January 9, 2016 [redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnat, OH 45202Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her macys.com order #[redacted]. [redacted] stated she had not received...

credit for her returned items. I processed a return and advised [redacted] that she should see the credit on her account within 3-4 days. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely, Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]
October 28, 2015
[redacted]
[redacted]
[redacted]
Re:  RevDex.com ID [redacted] submitted by [redacted]
       Macy's
account ending in [redacted]
Dear [redacted]: 
I am in receipt of the most
recent complaint to the Revdex.com, submitted by [redacted], which
was forwarded to Macy's Executive Office. 
As a representative of this office and because I am familiar with your
file, I was asked to review and respond on behalf of Department Stores National
Bank.  I apologize if you have not
received a call back, however for clarification; I do not have a record of
receiving any voice mail messages from you.
In regards to your request
for the additional compensation for time spent related to your furniture
delivery, it is not Macy’s practice to compensate for situations such as this.  Mr. [redacted] already provided you a total of
$682.79, which included an adjustment of $324.42 on January 2, 2015, an
additional adjustment of $183.37 on March 12, 2015, and a $175.00 gift card on
December 18, 2014, as a gesture of goodwill. 
Therefore, again, I must decline your request for additional
compensation.
As I previously stated in my
October 5, 2015, response when you disputed your $919.30 account balance on
January 21, 2015, we placed a fraud alert on your account.  When this dispute was resolved on July 8,
2015, we removed the fraud alert.
In regards to your scheduled
payments not processing, our system will not take scheduled payments if there
is no Minimum Amount Due on your account. 
While you had a balance on your account, the billing statements for the
periods ending February 28, 2105, through June 28, 2015, did not have a Minimum
Payment Due because you disputed your account balance as mentioned above.  When the dispute was removed on July 8, 2015,
your billing statement for the period ending July 28, 2015, reflected a Minimum
Payment Due of $72.00, due by [redacted] 28, 2015. 
In regards to receiving
collection calls, in reviewing your account history, while your account was in
dispute, no collection calls were placed on your account.  When I reviewed your first complaint on
[redacted] 19, 2015, I removed the collection code on your account.
[redacted], our position on
this has not changed.  I am available at
the phone number listed below, Monday through Friday between the hours of 8:00
a.m. to 5:00 p.m. [redacted] Time, should you need further assistance. 
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

[redacted]   [redacted]
April 01, 2016
[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.  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 confusion regarding your account qualifying for the [redacted]
reporting to the [redacted] ([redacted]) for the 2014 tax year and for
any delay in responding to your previous inquiry.
A
review of our records confirms we previously responded to your inquiries on
February 2, 2016, and on March 21, 2016. 
I have enclosed copies of those correspondences for your reference. 
Thank
you for giving me the opportunity to respond. 
If I can be of further assistance, please do not hesitate to contact me
at the telephone number listed below.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosures
cc: [redacted]
      RevDex.com  
The Macy's card is issued by Department Stores
National Bank.

July 06, 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 our sincere apology for any concerns with the refund for non-receipt of your order # 1436471076. Upon receipt of your email request a Macy's agent sent a refund gift card for $32.61 on July 1, 2017 as a courtesy. You confirmed receipt of $10.48. The order total was $43.09. We do regret any confusion caused by the Macy's store return and the resulting inconvenience. Although you have requested the full refund and reshipment of merchandise, we are unable to reship when the refund has been provided. Thank you for your comments and we do appreciate your feedback. Please do not hesitate to contact me if you have any further concerns or questions. Sincerely,Marjorie BellMacy's Executive Office1-877-887-8781 Extension 32313cc: Ms. Tina Geers, Cincinnati Revdex.com

March 24, 207[redacted]Re: Better Business Complaint ID: [redacted]Macy's Store Account Ending in [redacted] Macy's [redacted] Account Ending in [redacted]Dear [redacted]:an in receipt of your additional comments forwarded to Macy's Executive Office by the Revdex.com regarding your complaint. As a representative of Macy's Executive Office, I am responding to your concerns on behalf of Department Stores National Bank.We feel that we have addressed your concerns regarding the above-referenced Macy's accounts in prior letters, dated March 7, 2017 and March 13, 2017. Our records show you had two separate accounts; a Macy's Store Account ending in 600 that was opened on October 4, 2011, and Macy's [redacted] Account ending in [redacted] that was opened on April 15, 2016. Your Macy's [redacted] Account is current with a zero balance (S0.00). The unpaid balance of your Macy's store account ending in [redacted] is $353.08.According to our records, you signed up to receive electronic billing statement notifications only, at your request, through macys.com and the electronic billing statement notifications were sent to the email address tohaa85Qyahoo.com, Your monthly billing alerts were successfully delivered to your email address from April 2016 through November 2016. To date, none of these notifications were returned to us as undeliverable. It is up to the customer to log into their online account to view the current billing statement. When you log into your macys.com profile to view your account summary, the screen will show the last statement balance, current account balance, minimum payment due, and the payment due date. The account summary screen will not display a past due notification. From this screen, you may view your monthly billing statements from the “view a statement” link. We confirmed that the monthly billing notification sent on November 14, 2016, was opened.The monthly statement for the closing date of May 10, 2016, showed we received your payment of $50.00 on April 1, 2016, and that you had total balance of $75.41 due by June 6, 2016. Unfortunately, the account was charged monthly late fees and interest charged when we did not receive the required monthly payments on your account. The account charged off due to serious delinquency with a balance of $353,08 on December 1, 2016.We understand that you are attempting to improve your credit report by requesting that we modify the payment history associated with your Macy's account. As stated in the DSNB Credit Card Agreement (copy enclosed), a late fee is charged to your account if the Minimum Payment Due is not received by the "Payment Due Date" shown on your statement. We hope you understand that we have an obligation to accurately report all activity, either favorable or unfavorable, to the credit reporting agencies. After researching the delinquency on your account, we determined the information to be correct. We are unable to comply with your request to remove any remaining balance from your account and the delinquency from your credit report. The account will continue to appear as an unpaid charge-off on your credit report.Your Macy's account ending in [redacted] is currently assigned to [redacted], an outside collection agency. Please contact [redacted] at ###-###-#### to discuss payment arrangements. 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, Diane M.Macy's Executive Office ###-###-#### Extension [redacted]Enclosure by Mailcc: [redacted]The Revdex.com[redacted]This is an attempt to collect a debt and any information obtained will be used for that purpose.

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 original complaint was filed on December 8, 2017, but I only received a call from Macy's two days ago January 26, 2018, letting me know that Worry No More would come today, January 29, 2018, to make the repairs. Unfortunately, no one from the company showed up nor followed up with a call.I am disappointed at the lack of responsibility from Macy's and Worry No More. 
Regards,
[redacted]

[redacted]   [redacted]       June 14, 2016     [redacted]     Re:  Revdex.com Complaint [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.  Please accept my sincere apology for any frustration this matter may have caused you.   Upon research, I found that on May 18, 2016, we received notice of your missing payment dispute for the amount of $84.61.  Our payment research team received your faxed bank transmittal and investigated the dispute, confirming this amount was for a purchase made online at macys.com on May 8, 2016, for [redacted] products.  This purchase was paid for with your [redacted] card and shipped on May 9, 2016; therefore your card was charged on this date.  I have enclosed a copy of your receipt for the $84.61 purchase as reference.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Feel free to contact me at the telephone number listed below if I may be of any assistance on another matter.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure /mailed June 14, 2016   cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] In her reply, the Macy's representative does not offer to resolve my complaint. In fact, she implies that I have used the gift cards I reported stolen for my own benefit. She states that my gift cards were used to buy "[redacted]" and that she will not reimburse me for their fraudulent use. In her carefully worded and deceptive reply, she fails to explain that the online orders placed using my gift cards were not shipped to me. According to information given to me by my local Macy's store and available to the representative, two orders were placed. They were shipped to persons and addresses unfamiliar to me in ** and [redacted]I plan to file complaints with the attorney general  of [redacted], my home state, and with the Federal trade commision, concerning the fraudulent use of my gift cards. Perhaps more significant where Macy's is concerned, they have lost a longtime high dollar customer and engendered a growing distaste for their way of doing business. The $5-10K/year I used to spend on Macy's furniture, bedding, clothing and other items will go elsewhere in the future because of their small minded approach to dealing with customer complaints. 
Regards,
[redacted]

June 7, 2016 [redacted]  Re:  Revdex.com Complaint ID [redacted]          Macy's account ending in [redacted]  Dear [redacted]:  We are in receipt of your additional complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As I had replied previously, I was asked to respond to your continued concerns on behalf of Department Stores National Bank.  As stated in our letter of April 29, 2016, our position on this situation has not changed.  Because you did not fulfil the payment requirements of the Special Event account, the accrued interest was correctly applied to your account on January 15, 2016.  As of the above date, your account has a zero balance and is open with a credit limit of $8,200.00.  Thank you again for contacting Macy’s.   Sincerely,Michael J.  Macy's Executive Office ###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

[redacted]   [redacted]
January 14, 2016
[redacted]
[redacted]
[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 and because I am familiar with your file, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank.  I apologize for any
inconvenience you may have experienced.
In
reviewing your account, our records indicate that we removed the remaining
$2.00 interest charge on November 6, 2015. 
Your payment of $6.00 on October 22, 2015, was for interest fees only
and as a courtesy to you, I previously advised that we would remove the fees
which resulted in a $6.00 Credit Balance on the account.  On January 13, 2016, I requested another
Credit Balance Refund check to be issued and sent to you at the address noted
above.  Please allow seven to ten
business days for the check to be received. 
Your account is closed as you requested, and the balance is now zero
($0.00).
[redacted], I apologize for the length of time it has taken to resolve this issue
for you.  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],
Revdex.com

Hello. I have an existing complaint with the Revdex.com regarding a fraudulent Macys account. I just spoke with Macys who has refused to allow me to see the application for credit that was initially given to macys to receive credit which I believe is a huge part of this whole mess. Please see attached mail as Macys is not responding to the correct individual and for those reasons I believe that this account should be removed from my credit immediately. Thank you

[redacted]   [redacted]
November 8, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's...

[redacted] 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 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. 
During our recent credit conversion, online access was restricted for a
period of time starting on August 18, 2015, however, you should be able to
login and see your account information now. 
I apologize for the frustration you describe in your complaint in trying
to reach one our credit customer service representatives during our credit
system conversion.  The service you
describe is not indicative of the quality customer service we strive to
provide.  Macy’s expects each facet of
its operations to meet exceedingly high levels of service.  Your feedback is critical as it assists us in
truly understanding our customer’s experiences and directs our attention to
areas in which we can improve our service quality. On a limited basis, we rely on outside sources
which may have overseas operations for call center support.  These vendors help us deliver a high level of
efficient, telephone based, service for our customers around the clock.  We regret that you were not satisfied with
the level of service you received. 
Please note that you may ask to be transferred to a US based associate
at any time. 
[redacted], I reviewed your account status and see that any late fees
or interest charged to your account during the conversion were removed.  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], 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 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.    Macy’s is committed to evolving with the consumer and providing convenient options to cater to their needs.  Buy Online Pick up in Store, is just one of the many ways that we are accomplishing this goal.  We are very excited to learn of your interest with this option; however, we regret learning of your difficulty in obtaining your merchandise.   To ensure this matter was properly addressed, I forwarded your complaint to Ms. Margaret K., the Vice President Store Manager of Macy’s at [redacted] Mall.  As the senior manager of this Macy’s store, Ms. K. takes great pride and personal ownership in ensuring her customer’s experiences exceed expectations. Ms. K. and her leadership team expressed great concern with the details you shared in your complaint.   In researching this matter further, the [redacted] team found that a simple human error may have occurred at the time your merchandise was marked as “picked up.”  We believe the holiday rush, as well as a fairly new employee working the Customer Service station may have contributed to an accidental mixed up of customer packages.  Despite the information you describe receiving, we do not arbitrarily mark items as picked up without the customer being present with order confirmation and identification.  We regret that you may have been informed otherwise and can assure you that Macy’s does not participate in any type of fraudulent or unethical activity of any kind.  Ms. K. and her team have expressed their intent to review our procedures for administering these transactions, so this issue does not occur for another customer.   To resolve this matter, I have credited your Macy’s account the $115.96 that you paid for this order.  In addition, I hope that you accept the enclosed $25.00 in Macy’s Money as a gesture of our goodwill for this unfortunate situation.  We apologize this was not resolved in a more timely manner and hope you will allow us a second chance to serve you again.   Thank you for bringing this matter to our attention and allowing me the opportunity to bring this to an amicable resolution.  If I may be of further assistance to you, please contact me directly at the telephone number listed below.   Sincerely,       Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed February 3, 2017   cc:  [redacted], Revdex.com       Ms. Margaret K., Vice President Store Manager, Macy’s at [redacted] Mall

P.O. Box 52184   Phoenix, AZ 85072-2184       January 3, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]   Dear [redacted]:    I am in receipt of your additional comments filed with the Revdex.com, and forwarded to Macy’s Executive Office.  As I am familiar with this matter, I was asked to respond to your additional concerns.   As previously explained to you in our prior response letters, the scanning of your driver’s license at the register is part of our security measures, which allows the associate to confirm the appropriate party is picking up the order.  I understand that you disagree with this policy, and I can assure you that your feedback has been forwarded to the appropriate parties for consideration.   Thank you for your suggestion that a customer be advised prior to the swiping of a driver’s license during such transactions.  We are constantly evaluating our operations and your feedback is important as it allows us to learn of areas in which we can improve.   [redacted], we are sorry that this matter has continued to cause frustration.  Although our position may differ from your own, please understand that we have this policy in place to protect our customers.  Please be advised that Macy’s considers this matter closed and will no longer respond to future inquiries related to it.  If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.     Sincerely,     Stephen C. 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 find that this resolution is satisfactory to me.  Tonie R. contacted me and applied a $25 refund to my card.  Pleased to get the situation resolved but still kind of ridiculous to have to go this far for $25.00.  Customer service employees through Macy's should be trained the proper procedure for handling refunds.
Regards,
[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.
Our
records indicate that the drivers arrived earlier than your 2...

hour time window
and you were unable to leave work to meet them. The drivers then continued on
with their schedule and were unable to come back to complete delivery. Please
accept my sincerest apology for the inconvenience this caused you. Please be
assured that this information will be passed on to the appropriate personnel
for review.
We
show that your delivery was completed on 1/29/2016, I hope you were pleased
with your delivery service and again apologize for the delay.
We
show that adjustments have been processed for $108.50 and $54.25. As well, due
to your experience, I have processed an additional adjustment for 10% off of
the order. These credits will post to the original form of payment 3-5 days
after delivery is completed.
Sincerely,
Jennifer C.
Macy's Executive Office

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] Dear Stephen C.,This letter is in response to your letter dated 6/19/2016, as I find your explanations to be discordant from my experiences with Macy's:1/ Macy's Money: As you could see on your system, on 12/12/15 my online order for the bedsheets/comforter set qualified for Macy's Money but I could not obtain it online (which similar to my previous experience in couples of months prior to that and I had let it go without any inquiry about it), and despite of my trips going back and forth to local Macy's branch as instructed by Macy's representatives, I still could not obtain it. I was told to call back after 12/18 which I did, and talked to Ms. Ben, then was transferred to many customer service representatives: Princess, Rual and Salvador B., the supervisor who promised to credit it on my account but it never occurred. It's very strange that I have all record of dates and the representatives whom I talked to, yet you indicated that there was no record of it in your system.2/ Credit Balance Refund check: I did receive the check of $42.37, but this was the result of an item (that my family member bought and I did not like that color) I returned on 12/19/15 (please view the January bill, the second line on page 3,  which shows this item: Moderate Bedding- 10Pc Bed Ensembles-$ 40.00 plus tax $2.37, total of $42.37. I requested to have this amount (left on my account in January) to be sent it to me because I was frustrated after so much issues with Macy's. As an executive at Macy's, I am sure you know very clearly that Macy's Money never comes in with tax, but only in $10, $20, $30, $40, $50, and so on.3/ Closing Macy's account: In January 2015, I did request to close my Macy's [redacted] credit card because I just wanted to keep one account, which is the regular account ending in [redacted]. My husband and I had had business account with other financial facility so I did not need the Macy's [redacted] Credit card, and this was successfully done at the time of my request in January 2015. Your explanation that it took Macy's eleven months (from January to December 2015) to process a request of an account closure did not make any sense.4/ Thanks For Sharing Program: As I mentioned in my previous letter, if Macy's ever sent anything to me, it should show on your system. However, all of the representatives (since January through the end of February 2016 phone calls) provided me the same answer that they were unable to view any activity.I filed the complain on 3/1/16 with Revdex.com (ID# [redacted]), but Macy's failed to respond and after 46 days (April 26, 2016) I received this notice from Revdex.com: "This complaint will be reflected on the business's Revdex.com Business Review with the following language: "The company failed to respond either to the consumer or the Bureau to the complaint(s) filed."      I almost had to give up but remembered that [redacted] had successfully intervened for customers due to the legal expertise of the team in that office. Only until then, I received the respond which I had had no hope before. I also wanted to raise the awareness with this office, while writing to them, to help others who might be in the same boat with me.Thank you for your time to reply my letter and to include the $50 credit in the mail. I believe this is a rather fair compensation for part of the troubles I had had with Macy's.Thank you very much, especially to the hard work of [redacted] ([redacted]) as this result could not be possible without your assistance. My great appreciation and thankfulness to [redacted] of Revdex.com, who patiently helped me initiate and follow up the case.My wish to everyone for a good week and a safe, happy celebration of our Independent Day!

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]

June 1, 2017     [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, which was forwarded to Macy's Executive Office.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  We sincerely regret any frustration or inconvenience you may have experienced while attempting to resolve this matter.    In researching your account, I found that on December 15, 2016, you spoke to a representative of our Fraud department regarding fraudulent orders placed on our Macy’s account.  During that call, our representative cancelled the orders in process, closed the account ending in 4283, and opened the account ending in [redacted] to prevent any additional charges.  On December 19, 2016, you called stating that you received a shipment for an order that you did not place and that any orders after December 4, 2016, were fraudulent.  The order totaling $318.74 that you received was returned and a credit applied to your account on December 21, 2016, as shown on your billing statement for the period ending December 23, 2016.  Copies of your monthly statements for the billing periods ending December 23, 2016, through April 23, 2017, are enclosed as reference.   I apologize for any confusion you may have experienced in seeing multiple debits and credits for $318.74 on your account.  To recap, the table below shows the debits and credits that were applied to your account:    Period Ending Item Date Debit Credit December 23, 2016 December 21, 2016 $318.74 January 24, 2017 December 15, 2016 $318.74 February 21, 2017 December 15, 2016 $318.74 March 24, 2017 December 21, 2016 $318.74     On May 24, 2017, the fraud investigation was completed confirming all fraudulent activity was removed.  In addition, we removed $15.59 in interest charges that were associated to the fraudulent activity.  These credits will be reflected in your next billing statement.  I sincerely apologize for the delay in resolving your fraud claim in a timely manner.   [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]   Enclosures // mailed June 1, 2017   cc:  [redacted], Revdex.com