Macy's

April 22, 2016[redacted]Re: Macy's account ending in [redacted]      Complaint ID [redacted]Dear [redacted]:  I am in receipt of your recent complaint filed with 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. Our records indicate that your account is set up to receive electronic billing statement notifications through CheckFree, and we have verified that the notifications are being delivered to the email address of [email protected].  These reminders are sent three (3) to five (5) business days after the closing date of your billing cycle with a payment due date by the 8th of each month.  This is to allow our customers ample time to make a payment.  It is up to the customer to log into their online account to view the current billing statement. In our letter dated March 16, 2016 (copy enclosed), you were advised of the status of your account and sent copies of the billing statements with the payment due dates of October 8, 2015, through March 8, 2016.  I have enclosed copies of these statements for your review.  As of the date of this letter, the account balance is $623.34.  The account was closed on January 12, 2016, by the creditor because payments were not received as required by the terms of the Department Stores National Bank Credit Card Agreement.  The account charged off on April 12, 2016, due to non-payment.  It was assigned to an outside collection agency, [redacted], for the outstanding balance of $623.34.  Please contact [redacted] at ###-###-#### to establish payment arrangements.[redacted], if I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.  Sincerely,Julia O.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc: Revdex.com     [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,
[redacted]

Dear [redacted], I am addressing this issue on behalf of Macy's Executive Office. I have tried to reach out to you via phone but was unsuccessful, I will be more than happy to assist you regarding this matter. If you could give me a call at your earliest convenience that would be great, my...

contact information is below. I hope to hear from you soon. Sincerely, Dakota B.   Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

Dear [redacted], We are in receipt of Revdex.com complaint ID [redacted].  I was able to reach [redacted] via email.  She refuses to provide an order number so that I can assist her and said she did not want my assistance.  I was able to locate an order close to an amount and date that she...

is referencing.  If I am looking at the correct order, then [redacted] received this credit on 12/22/2017.  Due to this, we are considering this matter closed satisfactorily.  Thank you. Sincerely, Yvonne  F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

December 14, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   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 concerns on behalf of Department Stores National Bank (DSNB).  Please accept my apology for any inconvenience you may have encountered regarding this situation.   According to the terms of the enclosed DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  If you have been paying less than the Total Now Due on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received. The minimum interest charge is $2.00.    Applying this billing policy to your Macy’s account referenced above, for the billing period ending on July 9, 2017, your Macy’s account had a balance of $35.40, with a minimum payment of $27.00 due by August 5, 2017.  When no payment was received by your payment due date on August 5, 2017, a $27.00 late fee and a $2.00 interest charge were applied, resulting in a balance of $64.40, with a minimum payment of $57.00 due by September 5, 2017.  When no payment was received by September 5, 2017, a $38.00 late fee and a $2.00 interest charge were applied.  For the period ending on September 8, 2017, your account had a balance of $104.40, with a minimum payment of $99.00 due by October 5, 2017.  We received your $64.00 payment on September 11, 2017, and your $40.40 payment on October 5, 2017, bringing your account to a zero ($0.00) balance.    The $2.00 interest charge on your October 9, 2017, statement was for interest charged on your account balance between the last bill date of September 8, 2017, and the date (September 11, 2017, and October 5, 2017) that your $64.00 and $40.40 payments were applied to your account.  On October 18, 2017, your account was closed at your request; however, the $2.00 interest charge had already been applied in accordance with the DSNB Credit Card Agreement for the period ending on October 9, 2017.  When no payment was received by November 5, 2017, the $2.00 minimum interest charge continued to appear on your billing statement for the period ending on November 8, 2017, and was due by December 5, 2017.  Our records indicate that when you called on December 5, 2017, we removed the $2.00 interest charge as a courtesy to you resulting in a zero ($0.00) balance on the account.  Had you paid the $2.00 interest charge and not made any new purchases, you would have had a zero ($0.00) balance the next month and would not have been charged interest on the interest charge.  With regard to your request to update your credit report, it is our policy not to remove any delinquency from your credit file, unless it occurred as a result of a 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 is correct.  Our records indicate we did not receive payments on the account by your payment due dates on August 5, 2017, and September 5, 2017.  Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit bureau report.   [redacted], please understand that we are always happy to satisfy our customers in any way possible, however, in order for all of our customers to receive fair and consistent treatment nationwide, we must adhere to specific policies and procedures in our credit practices.  If you have any further questions, do not hesitate to call me.   Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed December 14, 2017   cc:   [redacted], Revdex.com

[redacted]   [redacted]
*   September 16, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]   Dear [redacted]...

[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.   Be assured that the problems you experienced are not typical of the level of quality customer service that we strive to provide.  I was disappointed to learn of your recent experience when you contacted our online customer service department attempting to resolve the issue with your order that was not received.  Our goal is to have professional and knowledgeable representatives and managers available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  Therefore, I would like to thank you for the time you took to share your feedback, as it directs our attention to areas in which we can improve our service quality.   Upon review, I found that on August 29, 2016, the online order was credited back to your account in the amount of $37.92, as well as the late fees ($68.00) and interest charges ($10.00), resulting  in a zero ($0.00) balance.  Additionally, on September 16, 2016, your account was re-opened.   Furthermore, we have cleared our internal records of any delinquency associated with this issue and requested that [redacted], [redacted], and [redacted] delete the delinquencies for July and August 2016.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.   [redacted], thank you for bringing this matter to our attention and allowing us the opportunity to respond.  Your continued loyalty is important to us, and I am sorry this issue was not resolved sooner.  If I may be of any further assistance please contact me at the telephone number listed below.   Sincerely,     Stephanie 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 have determined that this does not resolve my complaint. 
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. I was very pleased to receive a telephone call directly from Rhea B. at the Macy's executive office.
Regards,
[redacted]

[redacted]   [redacted]
November 23, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
      Macy's [redacted] account ending...

in
[redacted]
Dear [redacted]: 
I am in receipt of a complaint submitted by [redacted]
[redacted], to the Revdex.com and forwarded to Macy's Executive
Office.  As a representative of this
office, I was asked to review and respond on behalf of Department Stores
National Bank.  Since this is an
individual account in your name only, I am directing my response to you.  Thank you for the courtesy extended to me
during our phone conversations on November 10 and 11, 2015.   
I was disappointed to learn of the problems you
encountered in accessing your account online, I contacted our Tech Support Team
requesting they contact you directly to resolve your account access issues on
November 10, 2015.  While they were
assisting you, I removed your account from receiving collection calls due to
this issue.  For clarification, our calls
are intended as a courtesy to remind customers of a recently missed payment,
and are also an opportunity to assist our customers with maintaining a good
payment and credit history with us. 
Please accept my sincere apology if you felt otherwise.   
As a courtesy, we removed $65.00 in late fees and
$5.54 in interest charges related to this issue, which will be reflected on
your next billing statement.  [redacted]
[redacted] confirmed you were able to access your account online, view billing statements,
and schedule payments during our telephone conversation on November, 11,
2015.  I also cleared our internal
records of the delinquency associated with the payment for the billing periods
of October and November 2015, and have requested the credit reporting agencies
update their records and delete any history of delinquency for the same time
periods.  Kindly allow the agencies
approximately seven (7) to ten (10) business days to make the necessary
corrections to update their records. 
This letter will serve as confirmation of our request.  As of the date of this letter, your account
has a zero ($0.00) balance. 
[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 directly at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

April 20, 2016 [redacted], [redacted] Re:  Revdex.com complaint ID [redacted] Contact Date with Customer:  April 13, 2016   Complaint Summary:   [redacted] requests replacement of “gift with purchase” items received...

with cosmetics purchased in December 2015.  Resolution:  I called and apologized to [redacted] for the problem with the free cosmetic samples she received.  I offered to send her a $25.00 Macy’s Money certificate to close this complaint, which she accepted.  Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]  cc: [redacted], Revdex.com

Revdex.com:
This is their third attempt at fixing this. I had executive support, regular help desk, someone keeps on missing something.  Hopefully they got it right this time. This time I kept the executive person's phone number in case it wasn't fixed.
Regards,
[redacted]

[redacted]   [redacted]
March 4, 2016
[redacted]
[redacted]
[redacted]
Re: Macy's Account Ending in
[redacted]
Dear
[redacted]: 
I am
in receipt of a recent complaint filed on your behalf with the RevDex.com regarding your Macy's Account ending in [redacted].  As a liaison in 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 inconvenience you may have experienced in your attempts to
gather information about your Macy's account referenced above.  As requested, I am enclosing copies of our
previous correspondence related to this complaint, dated November 22, 2015,
December 15, 2015, and January 11, 2016.
As
of the date of this letter, the below information is currently reporting for
this account.
Open
Date:                  December 23, 2007
Last
Purchase Date:     November 6, 2009
Last
Payment Date:     August 30, 2011
Charge-off
Date:         May 28, 2011
Balance:                      $125.88
If
you believe this account was fraudulently opened, we will need a completed
Statement of Fraud (enclosed) to be returned to us within thirty (30) days of
the date of this correspondence. 
**.
[redacted], please do not hesitate to call me at the telephone number listed below
if I may be of further assistance.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosures
cc: Revdex.com
    [redacted]
   Complaint ID: [redacted]  
The Macy's card is issued by Department Stores
National Bank.

[redacted]   [redacted]
February
18, 2016
[redacted]
[redacted]
[redacted]
[redacted],
[redacted]
Re:       Revdex.com ID #[redacted]
            Macy's [redacted] account
ending in [redacted]
Dear [redacted]: 
I am in receipt of your
additional complaint filed with the Revdex.com.  As a representative of Macy's Executive
Office, and on behalf of Department Stores National Bank, I was asked to
further address this issue. 
I am sorry that you have not
received the previous voicemails left for you. 
To discuss the account in detail do not hesitate to contact me at the
number listed below.  It would be my
pleasure to discuss the matter with you directly. 
We take consumer ideas
seriously.  We do not currently have
practices in place to contact customers with weekly updates when there are
disputes; however, your comments are important and will be reviewed
accordingly.   We do have security
features in place to call customers when there are suspicious charges on an
account.  Unfortunately, we are not able
to prevent all fraud from happening, such as in your case, but I want to assure
you we do attempt to stop as much as possible.
I regret that you have not
been able to access your online account since August.  We have internal contacts that can help you
gain access.  We would be more than happy
to forward your information to them.  If
this works for you, please provide a good telephone number and the best time
for them to reach you.  In the interim, I
have included statements from August 2015 to February 2016 so you can review
the charges and credits to your account.
[redacted], if I may of
assistance in the future, please do not hesitate to contact me directly at the
telephone number listed below.
Sincerely,
Randi
P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed February 18, 2016
cc:        [redacted], Revdex.com

[redacted]   [redacted]             February 23, 2017     [redacted]   Re:  Better Business Complaint #[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 liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).   A review of our records shows your name is listed as a joint owner with [redacted] on the above referenced account.  The account was opened on November 9, 2015.  Purchases totaling $135.22 were made on December 2, 2015, and a new account discount credit totaling $27.02 was applied leaving $108.20 as the New Balance.  A $27.00 minimum payment was due by January 13, 2016.  We did not receive a minimum payment by January 13, 2016, resulting in a $27.00 late fee and a $6.67 interest charge.  Additional purchases totaling $201.82 were made on December 17, 2016, brining your account balance to $343.69 with a $64.67 minimum payment due by February 13, 2016.  Monthly late fees and interest were charged to the account due to non-payment until the account charged off on July 18, 2016, with a balance of $623.40.   Billing statements were mailed to [redacted], the mailing address provided at the time the account was opened.  However, we show mail was returned to us by the United States Postal Service on March 17, 2016, and again on April 15, 2016, as undeliverable at that address.  Your account was coded with return mail at that time and no further statements were sent to the incorrect address.  Under the terms of DSNB Credit Card Agreement, you must notify Customer Service of a change in address.   I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above referenced Macy’s account.  It is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or 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 customer.  After researching the delinquency on your account, we found the information to be correct.  Our records indicate we did not receive payments on the account from January 2016 through December 2016.   Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.      We received your payment for $623.40 on January 31, 2017, and we have instructed the credit reporting agencies to update their files to show your account as a paid-in-full charged off account.  Please allow the agencies up to thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.   Thank you for bringing this to our attention and giving me the opportunity to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely,       Nancy M. Macy's Executive Office ###-###-#### Extension [redacted]     cc: [redacted]       The Revdex.com         DM/nm  The Macy's card is issued by Department Stores National Bank.

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]

February 12, 2018  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted].  The consumer's concerns have been address by another channel through Macy's. Based on this information, Macy's considers this matter closed and resolved. Sincerely, Steven AndersonLiaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8215   Mason, OH 45040Office: ###-###-####

Information and documentation regarding this complaint was mailed to your office in Washington DC several weeks ago. Thank You!

[redacted]   [redacted]
February 11, 2016
[redacted]
Re: Macy's Account ending in
[redacted]
Dear
[redacted]: 
I am
in receipt of your recent complaint filed with 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 had hoped to speak with you personally, but
I was unsuccessful in reaching you. 
However, I did leave a message for you on February 7, 2016, and welcome
the opportunity to speak with you at your convenience.
I
regret you were dissatisfied with our previous response letter dated January
26, 2016.  However, as of the date of
this letter, the below information is currently reporting for this account.
Open
Date:              November 27, 2009
Last
Purchase Date:     December 18, 2014
Last
Payment Date:      September 19, 2015
Charge-off
Date:        November 30, 2015.
Balance:                $321.78
The
account was closed on August 30, 2015, by the creditor because payment was not
received as required by the terms of the credit card agreement.  The account charged off on November 30, 2015,
due to non-payment and was assigned to an outside collection agency, United
Collections Bureau, for the outstanding balance of $321.78.  Please contact [redacted] at
###-###-#### to establish payment arrangements.
Ms.
Snavley, if I can be of further assistance, please do not hesitate to contact
me at the telephone number listed below.
Sincerely,
Julia O.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: Revdex.com
    Complaint #[redacted]
    [redacted]  
The Macy's card is issued by Department Stores
National Bank.
   This is an attempt to collect
a debt and any information obtained will be used for that purpose.

June 16, 2015     [redacted]  [redacted]   Re:  Revdex.com complaint #[redacted]   Contact Date with Customer:  June 11, 2015   Complaint Summary:  Mr. [redacted] was in our Simi Valley Macy’s store on May 25, 2015 and...

wanted to purchase jogger pants at the 50% off price as stated on the sign.  The associate informed him that color was excluded from the sale.  The customer showed the associate the sign to verify it did not say anything about excluding certain colors but was still denied the sale price.  He would like a phone call and the jogger pants as advertised.   Resolution:  I called Mr. [redacted] to get more information on the exact store and merchandise.  I emailed the Store Manager at Simi Valley Town Center with the complaint information and requested she contact the customer directly.  I received email confirmation the customer had been contacted and resolution of concerns was made.  Called customer to confirm he received the jogger pants at the advertised price and $50.00 Macy’s Money from the Store Manager.  Mr. [redacted] was satisfied with the resolution.     [redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Store Manager, Simi Valley Town Center 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 will never shop at Macy's again. To cancel an order for no reason is a terrible policy. Why bother to call and leave a message if they were just going to cancel the order a few minutes later? It's not okay to call that late on a Sunday night(after 8 pm). I used paypal so there shouldn't have been any information to confirm had I been home when they called. Also, why have a  person call who doesn't speak English well enough to leave a message that is understandable? Why is their security department in India? I get more scams from India like those IRS scams. I wouldn't have felt comfortable speaking to an Indian person about personal information, calling late on a Sunday and asking questions about personal information that they weren't provided in the first place. And while Macy's tried to tell me I could place the order again, why do I have to go through the extra effort? I shouldn't have had to call or jump though hoops to place an order I already placed.  They had no problems holding on to my funds for a full week but canceled my order in less than a day.  And if I wanted to place the order again, I was told they would match the prices paid and free shipping but I'd still end up paying more since I placed the order during [redacted] free tax weekend. Macy's wouldn't waive the tax. I get that they weren't able to adjust the tax but Macy's should have paid the difference since this whole situation was stupid and made no sense. I was a huge Macy's fan many years ago. This was the last straw. I'm never shopping at Macy's again. 
[redacted]