Macy's

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of complaint ID number [redacted]. 
As a representative of Macy's Executive Office, I was asked to review
and respond to her concerns.  As of
December 7, 2015, an additional credit in the amount of...

$33.95 USD will process
in the next seven to ten business days. 
Based on the above, Macy's considers this matter resolved and closed
satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

May 1, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   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 on behalf of Department Stores National Bank (DSNB).   According to the DSNB Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the payment due date.  The fee will be $27.00; or $37.00 for any additional past due payment during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.  My review of this matter found that all interest and fees were correctly charged to your Macy’s account in accordance with the Credit Card Agreement.    Applying this billing policy to your account, for the billing statement ending February 13, 2017, your account balance was $42.04 with a minimum payment of $27.00 due by March 12, 2017.  When no payment was received by that date, a $27.00 late fee was charged in accordance with the Credit Card Agreement.  The $2.00 interest charge that appeared on the billing statement for the period ending April 14, 2017, included interest for the funds loaned to you between the last bill date of March 16, 2017, and the date (March 28, 2017) that your $67.62 payment was applied to your account.  As a courtesy to you, the $2.00 interest charge was removed on April 18, 2017, when you called our Customer Service department.  As of April 25, 2017, your account was closed per your request, 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, as well as appreciated.  We hope you will reconsider being a Macy’s card holder in the future. Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Monique Moore Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

December 6, 2017   [redacted]   Re: Revdex.com Complaint ID [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, I was asked to review and respond to your inquiry. Please accept my sincere apology for any frustration this situation may have caused.    We highly value all of our customers and sincerely apologize for any inconvenience this may have caused you during your shopping experience. You stated that when shopping in Macy’s [redacted] on November 24, 2017, you were unable to use your credit or debit cards for purchases. My research verified that on that date Macy’s computers were experiencing a temporary system slowdown. This was a capacity-related issue that caused credit, debit and gift card transactions to take longer to process. Due to the very high volume of activity on Black Friday, it caused significant wait times for all credit card purchases, including Macy’s credit cards. The computer problems were resolved later that same day. It appears that during this time, there was a misunderstanding regarding how transactions could be completed. As such, I apologize if you were misinformed about the acceptance of Macy’s credit cards.   [redacted], thank you for contacting Macy’s and allowing me to respond. Your feedback is critical, as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality. Feel free to contact me at the number shown below if I may be of assistance on another matter in the future.   Sincerely,     Michael J. Macy’s executive Office ###-###-#### Extension [redacted]     cc: [redacted], Revdex.com

February 24, 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. I had hoped to speak with you personally, but I was unable to reach you. However, I did leave you a message and would welcome the opportunity to speak with you. On behalf of Macy's, please accept my apology for any inconvenience you experienced with your order not delivering to your address. I do regret the items you originally ordered are no longer available. In consideration and respect, I am sending a $25.00 Macy's gift card. [redacted], thank you for bringing this matter to our awareness and allowing me the opportunity to respond. Please do not hesitate to call me at the telephone number listed below if I can be of further assistance. Sincerely,   Bobbie A.Macy's Executive Office###-###-#### Ext [redacted] CC: [redacted], Cincinnati Revdex.com

Problem: I filed a complaint against Macy's a few days ago (complaint [redacted]). I stated in my initial complaint that I had previously declined to have the item shipped to me because I needed it for the holidays and it would not be in stock in time. When Macy's replied to the complaint, they again offered to ship out the item, ignoring the fact that I stated I already declined to have them do so. I declined again but yet the Revdex.com closed the case. Since they were willing to ship me the item, I would instead like a gift card in the amount of the value of the item.Desired Outcome: A gift card for the value of the item in dispute

Revdex.com: 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below..they didn't provide high quality service because they failed to find the problem. They are useless and arrogant with their answers. So now am going to posted about them on [redacted] and [redacted] and will go to their office to confront him.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

April 19, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com – Complaint ID: [redacted]       Macy’s Account ending [redacted]      Dear [redacted]:  I am in receipt of your complaint filed with the Better Business...

Bureau, which was forwarded to Macy’s Executive Office. As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apologies for the delay in my response.As you may not be aware, in late August of 2015, we underwent a system conversion for the Macy's credit card accounts and redesigned the credit servicing site accessed through macys.com.  Unfortunately, this complex upgrade caused an unpredictable disruption in online servicing for some of our customers' accounts from late August to early September of 2015.  I am pleased to see that you successfully registered your account through the servicing site on October 12, 2015. Our records indicate that as of August 12, 2015, your account had a balance of $64.24 with a minimum payment of $25.00 due by September 12, 2015.  When we did not receive your payment of $25.00 by this date, your account was charged a $25.00 late fee and a $2.00 interest charge in accordance with the Credit Card Agreement. Your billing cycle closed on September 15, 2015, with a new balance of $60.39 and a minimum payment of $53.00 due by October 12, 2015.  While we received your payment of $25.00 on October 12, 2015, since this did not fully satisfy the minimum payment amount due of $53.00, a late fee and interest were charged to your account.  My review of this matter found that all late fees and interest were correctly charged to your Macy’s account in accordance with the Credit Card Agreement.  In regards to the credit for the item you did not receive (macys.com order number [redacted]), this credit was processed back to your account when you contacted macys.com customer service on November 7, 2015, and appears as a credit of $16.87 on your billing statement for the period ending November 15, 2015.We do not have record of you contacting us regarding the technical errors you experienced until you sent a secure message through the credit servicing site on November 11, 2015. Our customer service team responded to your message on November 14, 2015, and at this time, as a courtesy to you, they credited your account $19.00. The minimum payment due date on your account is the 12th of every month.  In the past, the minimum payment due date and the date your billing cycle closed were always concurrent; however, the actual date fluctuated depending on how many days were in the month.  For simplification, your account now has a payment due date that is standard every month; however, the closing date may fluctuate.  You can avoid late fees by paying the minimum payment due in full (as indicated on your monthly billing statement) by the 12th of each month.  You can avoid being charged interest by consistently paying the full account balance in full every month by the 12th of each month.  We list several payment methods available to you on page two of your monthly billing statement.  For your reference, I’ve enclosed your statements for the periods ending August 12, 2015, through March 16, 2016. Although the fees charged to your account were properly assessed in accordance with the Credit Card Agreement, as a gesture of goodwill, I have removed the remaining late fees ($82.00) and interest charged ($8.00) to your account from August 2015, through December of 2015, leaving your account with a credit balance of $32.99.  [redacted], thank you for bringing this matter to our attention and allowing me the opportunity to provide clarification to you. I appreciate the patience and courtesy you’ve extended to Macy’s during and after this transition period.  If I may be of further assistance to you, please contact me at the number listed below.   Sincerely,Stephen C.Macy's Executive Office###-###-#### Extension [redacted]Enclosures

[redacted] called and stated the promised credits have not been received. He will fax documents from his bank indicating the funds have not been returned.

October 19, 2016  [redacted]   Re: Revdex.com Complaint ID: # [redacted]  Dear [redacted]:  I am in receipt of your complaint forwarded to us by the Revdex.com. Allow me to apologize for the delay in response. As a representative...

of Bloomingdale'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 damaged candle and gift card questions for your order #[redacted]. I have assured that you will not receive any more notices to return the damaged candle. Your gift card ending in [redacted] had a small balance and was used in your order #[redacted]. Ms. [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[redacted]Bloomingdale's Executive Office

[redacted]
February 5, 2016 
[redacted] 
[redacted]
[redacted]...

[redacted]
Re: Revdex.com complaint ID #[redacted]
       Macy’s account ending in [redacted] 
On behalf of Department Stores National Bank:   
Contact Date with Customer:  February 4, 2016
Complaint Summary:  [redacted] would like to have all fees removed from her account as she was told would be done previously, but was not.  She has been unable to solve this problem by telephone and would like this matter taken care of. 
Resolution:  I called [redacted] and apologized for the service she has received.  I informed her that I have now removed all fees, totaling $144.42, from her account and it has a zero balance.  I also confirmed for her that the account was closed on November 19, 2015, as she requested.  This resolved her complaint. 
Michael J. 
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

August 4, 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 (DSNB).  Please accept my personal apology for any inconvenience you may have experienced regarding this matter.According to the DSNB Credit Card Agreement, as outlined on page two of each statement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee is charged.  Interest accrues for each month the account carries a balance.  The minimum interest charge is $2.00.  The billing statement for the period ending July 18, 2015, had a $73.88 balance with a $25.00 minimum payment due by August 18, 2015.  When no payment was received by this date, your account was charged a late fee and interest in accordance to the terms of the Credit Card Agreement.  In reviewing your account history, I found that when you spoke with a customer service representative on August 25, 2015, a credit for the $25.00 late fee was supposed to be posted to your account.  However, an error occurred and instead of crediting the fee in two portions of $13.00 and $12.00, a credit of $13.12 was posted instead.  This resulted in a remaining balance of $15.88 in accumulated interest and the remaining late fee amount after we received your payment of $73.88 on September 4, 2015, which is shown on your billing statement for the period ending September 23, 2015, with a payment due by October 20, 2015.  When no payment was received for these fees, your account continued to be charged additional late fees and interest.Our records indicate no payments were received for the billing periods ending May 18, 2015, August 24, 2015, October 23, 2015, November 23, 2015, February 22, 2016, March 24, 2016, April 22, 2016, and June 23, 2016.  We have credited a total of six and a half (6.5) late fees and six (6) interest charges as a courtesy to you, totaling $238.00.  At your request, the account was closed on January 1, 2016, and we credited the final interest fee of $2.00 on May 25, 2016, resulting in a zero ($0.00) balance.   On May 23, 2016, due to the ongoing late fees and interest stemming from the previous oversight, we cleared our internal records of any delinquency associated with this issue and requested that [redacted], and [redacted] remove the delinquencies from your credit file for the time frame listed above.  Per our research, we found you have been enrolled with electronic billing since August 23, 2013, with the following e-mail address [redacted] which is the same e-mail provided on your complaint.  Our records show that you e-mailed us and requested to opt out of e-bills on December 6, 2015, and then requested to enroll in both e-bills and paper statements as of January 5, 2016.    E-mail notifications were sent on November 26, 2015, January 4, 2016, January 27, 2016, February 26, 2016, and April 1, 2016.  I have enclosed copies of all billing statements for the periods ending April 18, 2015, through June 23, 2016, for your convenience.[redacted], thank you for the opportunity to address your concerns.  I can see you have been a loyal customer of Macy’s, and hope you continue to choose Macy’s for all of your future shopping needs.  Please accept the enclosed $75.00 in Macy’s Money as a small token of our apologies for these issues.  If I may be of any further assistance in the future, please do not hesitate to contact me at the number listed below. Sincerely,Alison G.Macy's Executive Office###-###-#### Extension 73376Enclosures / mailed August 4, 2016cc:  [redacted], Revdex.com

We are in receipt of complaint id [redacted] regarding the consumer's returned merchandise.  To resolve the issue, we have debited the funds from the account to place on the consumer's new sale.  The new delivery is scheduled for 11/9.  If the new sale is returned for any reason, the...

return funds will be processed to a new form of payment or issued as a store credit.  Macy's will now consider  this matter closed.   Thanks,   Macy's Executive Office

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]Customer called Revdex.com stating she's contacted the [redacted]# for the rebate center and they are unable to assist her. Would like to receive the rebate that the is entitled to.

[redacted] the following is our resolution email for the customer. She has informed me of being refunded for both orders, however, wanted us to know of the extreme dissatisfaction she has with our customer service. Please see the letter of resolution to send below; February 22, 2018[redacted]Dear [redacted]: I am in receipt of your complaint #[redacted] 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. [redacted], your continued loyalty is important to us and we are sorry we have disappointed you. I have forwarded your feedback to the appropriate service centers for review and coaching purposes. I apologize that these orders have caused frustration and countless calls without satisfactory assistance. I hope this won't keep you from shopping with us in the future. Please feel free to contact me at the telephone number listed below for anything in the future as I am here to assist you. Thank you for your time and efforts. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

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, Tranesse S.Liaison, Omnichannel Executive...

Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### ext:32921 Fax: ###-###-####

December 02, 2015
[redacted]
Cincinnati Revdex.com1 E Fourth StSuite600
Cincinnati, OH 45202
Revdex.com Case #[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,
Melissa U.
Macy's Executive Office
###-###-#### Extension [redacted]cc: [redacted]

[redacted]   [redacted]
April 11, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
Dear
[redacted]: 
I am
in receipt of your additional comments 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. 
I apologize if my previous response did not address your concerns.
I
appreciate your comments regarding our store policy on sales and
promotions.  Our selling, pricing, and
return policies are quite clear and can only be over-ridden by a store manager.  Our store managers have the authority to make
an executive decision in regards to selling a salvaged item to a customer or
marking down an individual piece of merchandise.  Be assured that your complaints are reviewed
by our senior management team. 
[redacted]
[redacted], please accept my sincere apology for any frustration you may have
experienced.  Thank you for giving me the
opportunity to respond.  If I may be of
further assistance, please do not hesitate to contact me.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

P.O. Box 52184   Phoenix, AZ 85072-2184
 
July 29, 2015
 
[redacted]
 
Re:  Revdex.com Compliant #[redacted]
        Macy's account...

ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint filed with the Revdex.com and
forwarded to Macy's Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
Please accept my apology for any inconvenience you may have experienced
while disputing the charge from an online order on your above referenced Macy’s
account. 
 
As
you know, identity theft and related fraud is a growing problem throughout the
United States.  This illegal activity is
very damaging to the individual victims, as well as to all innocent shoppers
who shoulder the cost for such fraud.  Security
and privacy are top concerns for Macy's, as well as our customer’s personal
information.  I can guarantee that Macy’s
credit services have policies and procedures in place to protect the identity
of its customers.  In researching this
matter, I found that you contacted our Customer Service Department on February
5, 2015, regarding an order that was placed on January 5, 2015.  As a result of your discussion, a fraud
investigation to dispute the charge was opened, a Statement Of Fraud (SOF) form
was sent to you the next day, and your account was closed per your request.  Because we did not receive the Statement Of
Fraud (SOF) necessary to complete your inquiry, we sent an additional letter on
March 23, 2015, to advise you that your fraud claim was closed.  Consequently, collection attempts continued
and any applicable fees were charged in accordance with the Department Stores
National Bank Credit Card Agreement.  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.  We were hoping to reach you to determine if
there was a problem; we regret we did not have a chance to speak with you to
resolve this problem sooner.  
 
Although
we did not receive the Statement Of Fraud (SOF), I partnered with our Fraud
Department to look further into this matter. 
Upon further review, we have cleared all charges including the $42.74
disputed amount, $165.00 in late fees, in addition to $12.89 in interest
charges totaling $220.63 on July 24, 2015. 
We have cleared our internal records of any delinquency associated with
this issue, and have requested the credit reporting agencies update their
records and delete any history of delinquency from the time period of March
through July 2015.  Kindly allow the
agencies approximately seven (7) to ten (10) business days to make the
necessary corrections to update their files. 
This letter will serve as confirmation of this request. 
 
[redacted], we understand that you have a choice in where to shop and we are
sorry this misunderstanding has jeopardized our business relationship.  I hope you will reconsider the use of your
account in the future and allow us the opportunity to renew your faith in Macy’s.  If I can be of assistance on another matter,
do not hesitate to contact me.  
 
Sincerely,
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted], Revdex.com

[redacted]   [redacted]
 
 
 
June
3, 2015
 
 
[redacted]
[redacted]
[redacted]
 
 
Re: 
Revdex.com Complaint ID #...

[redacted]
        Macy’s [redacted] account ending
in [redacted]
        Macy’s Store account ending in [redacted]
 
Dear [redacted]: 
 
I
am in receipt of your complaint filed with 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.
 
Please
accept my sincere apology for any frustration you may have experienced
regarding your Macy’s accounts noted above. 
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.
 
To
clarify, not all Macy’s credit cards include two accounts.  However, the information that your Macy’s
[redacted] card has two accounts with two lines of credit was included in
the Department Stores National Bank Credit Card Agreement that you were
provided when your application was processed, and the welcome package you
received with your card.  Purchases made
in any Macy’s store or online at macys.com are applied to your Macy’s store
account, with a billing date of the 27th of each month.  When the credit card is used outside of our
stores, the charge is applied to your Macy’s [redacted] account, with a
billing date of the 3rd of every month. 
Because these accounts have different billing dates and payment
addresses, we send a separate billing statement for each account.  When making
a payment through your bank’s on-line bill pay service or on macys.com, each
account must be registered separately, and the appropriate one selected at the
time of payment.
 
Upon reviewing your accounts, our records show that your Macy’s
[redacted] account’s billing statement for the period ending January 3,
2015, had a balance of $2,350.45 with a $77.00 minimum payment due by February
3, 2015.  When no payment was received by this date, your account was assessed a
$25.00 late fee in accordance with the enclosed Credit Card Terms.  On
February 10, 2015, we received a $185.00 payment that was correctly applied to
your Macy’s store account as you designated. 
However, during your conversation with our representative on February
13, 2015, the payment was transferred from your Macy’s store account to the
Macy’s [redacted] account.
 
Your Macy’s [redacted] account’s billing statement for
the period ending March 3, 2015, had a balance of $2,282.56 with a $75.00
minimum payment due by April 3, 2015.  When no payment was received by this date, your account
was assessed an additional $35.00 late fee in accordance with the Credit Card
Terms.  
 
 
On March 19, 2015, we received your $75.00 payment that was
posted on your Macy’s store account. 
During your conversation with our representative on April 6, 2015, the
payment was transferred from your Macy’s store account to the Macy’s American
Express account and the late fee was removed. 
 
The Macy’s store account’s billing statement for the period
ending March 27, 2015, had a balance of $176.25 with a $25.00 minimum payment
due by April 27, 2015.  When no payment was received by this date, your
account was assessed a $25.00 late fee in accordance with the Credit Card Terms.  On April
8, 2015, we received your $75.00 and $25.00 payments that were posted on your Macy’s
[redacted] account.  During your
conversation with our representative on May 19, 2015, the payment for $25.00
was transferred from your Macy’s [redacted] account to the Macy’s store account
and the late fee was removed.  All
payments were applied to the accounts as you initially designated and at no
time were either of your accounts reported as delinquent to the Credit Bureaus.
 
As
of May 19, 2015, your Macy’s Store and Macy’s [redacted] accounts are closed.   In addition, as of the date of this letter, your balance on
the Macy’s [redacted] account is $2,736.82 and the balance on the Macy’s
Store account is $261.59.
 
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,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures /mailed June 3, 2015
 
cc:  [redacted],
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.
This is an attempt to collect a debt and any information
obtained will be used for that purpose.

December 13, 2016[redacted]Revdex.com Cincinnati1 E 4th StSuite 600Cincinnati, OH 45202Re: Revdex.com Complaint ID: # [redacted]Dear [redacted]: We are in receipt of Revdex.com complaint [redacted]. Despite several attempts to reach this customer, we were not able to make contact. We would be happy...

to discuss this matter and remain available at the number listed below. We certainly apologize for any inconvenience surrounding this order. Upon review, it appears that the payment method used was a [redacted]; not [redacted] as indicated in the complaint. We were not able to locate any other recent orders for this customer with [redacted] used as the payment method. Thank you for bringing this matter to my attention and giving me the opportunity to respond. Please do not hesitate to call me at the telephone number listed below if I can be of further assistance. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]CC: [redacted]