Macy's

April 27, 2018[redacted]Re: [redacted] – Case # [redacted]       Better Business Complaint ID# [redacted]             Macy’s account ending in...

[redacted]Dear [redacted]:  I am in receipt of your complaint filed with the [redacted] (CFPB) and the Revdex.com, both of which were forwarded to Macy’s Executive Office on April 20, 2018.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).This letter is in response to your request for validation of the debt associated with the above-referenced account.  As of the date of this letter, the information below is currently reporting for this account. Open Date:                   October 17, 2011Last Purchase Date:       October 18, 2011Charge-Off Date:           October 19, 2012Last Payment Date:        March 3, 2012Balance:                          $389.44I enclosed a copies of your purchase receipts and copies of available monthly billing statements with the statement closing dates of October 19, 2011, through October 19, 2012 as validation of this debt.  We have no record of receiving a previous request from you for a validation of this debt.   However, we show the credit reporting agencies contacted our offices electronically several times in 2015 and in April 2018, with an Automated Consumer Dispute Verification (ACDV).  A response was electronically returned to the credit reporting agencies confirming the accuracy of the reporting status. When an account is disputed with the credit reporting agencies, an electronic notice is sent to us to verify the information that we are reporting.  It is not a request for a complete validation of your account. The information provided with this letter is sufficient to validate the account as required by law. Based on this information, the account is reporting accurately to the credit reporting agencies as an unpaid charge-off.  A charged-off account will remain on a credit report for up to seven (7) years from the date of the first delinquency that led to the account charging-off.  However, we did confirm that Equifax is reporting your account twice; therefore, we sent a request to Equifax to remove the duplicate account that appears on their credit report.  Please allow Equifax thirty (30) days to delete the duplicate account from your credit report. In the meantime, this letter will serve as confirmation of that request to delete the duplicate.  Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of additional assistance, please do not hesitate to contact me. Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]Enclosures by mailcc: [redacted]      The Revdex.com

Hi:  You sent me an email asking me to clarify what action I wanted Macys to take in regard to my complaint:  I am asking Macys to change their billing policy in the following way:  1)  If a bill goes unpaid by the due date, send the consumer a notice that their bill is...

delinquent.2)  Make sure your billing department IS sending out bills to consumers with small balances.I should not find out 5 months after the fact that a bill for $27--which I never received--has accrued late and delinquent fees.

January 25, 2018     [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy's account ending in [redacted] (closed)   Dear [redacted]:   We are in receipt of your...

complaint filed with the Revdex.com and forwarded to Macy's Executive Office. In the absence of my colleague Michael J. and since I am also a liaison, I was asked to respond to your inquiry on behalf of Department Stores National Bank. Please accept my apology for any inconvenience this matter may have caused and for the level of service you described receiving.   Thank you for the courtesy you extended to Mr. Judd during your telephone conversation on January 2, 2018. I understand that during this discussion you stated that you wanted compensation for the service you received from Margaret P., Vice President and Store Manager, [redacted] Macy's, and for the delay in receiving the exchange of your mattress. Mr. J. had already contacted Ms. P., regarding your interaction with her on December 23, 2017. Her description of events differs significantly from your statements in the complaint.   Additionally, it is my understanding that the sales associate kept you up-to-date throughout the processing of the mattress exchange and that you did not want to use your Macy’s account for the exchange. The exchange for your mattress was delayed because the mattress had to be exchanged according to our Worry-No-More policy. I regret any misunderstanding there may have been previously.   Regarding your Macy’s account, the last payment we received was $100.00 on July 17, 2017. Your account was closed due to delinquency on November 29, 2017, and is not eligible to be reopened. The current balance is $1,016.41, with a minimum payment of $400.55 (including a past due amount of $331.88), due by January 26, 2018.   Thank you for the time you took to bring your concerns to our attention and for giving us the opportunity to respond. While this may not be the resolution you are seeking, I hope you can understand our position on this matter. If there are further questions, please do not hesitate to contact me at the number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       [redacted] Vice President and Store Manager 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.

[redacted] We received he complaint for [redacted] regarding ID #[redacted]. The customer stated that they wanted the promised WNM fee refunded due to the original offer after 7 years. We have contacted the customer and she is attempting to locate the order information due to we are not showing in...

our system. The customer has out direct contact information. We will advise on final resolution. Macy’s Executive Office Jon A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

June 16, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in [redacted] (closed)        Macy’s store account ending in [redacted] (open)   Dear [redacted]:   I am in receipt of most recent comments filed with the Revdex.com, which were 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.   Please accept my sincere apology for any incorrect information you may have been provided by our associates.  As explained in our previous response letter, dated June 12, 2017, because both accounts referenced above were opened after your Active Duty date of July 12, 2009, they do not qualify for the zero (0) percent annual percentage rate (APR).  Specifically, the Macy’s store account was opened on November 16, 2015, and the Macy’s [redacted] account was opened on August 14, 2016.  Our records indicate your Macy’s account ending in [redacted] was never at a zero (0) percent interest rate.  You can find information regarding your APR on page three (3) of your monthly billing statements.    Regarding your request to transfer the balance on your Macy’s [redacted] account, please know that we do not transfer balances from Macy’s [redacted] accounts to Macy’s store accounts.  Our records indicate that, on June 5, 2017, you gave us approval to transfer your [redacted] balance to your Macy’s account, but we have no record that we agreed to take this action.       As of the date of this letter, your Macy’s store account is open with a zero ($0.00) balance and has an APR of 24.75%.  Your Macy’s [redacted] account was closed, per your request, on June 3, 2017, with a $17,591.95 balance, and a $569.98 minimum payment due July 2, 2017, with an APR of 25.99%. Our records show that we are currently reporting the Macy’s store account as open and current with a zero ($0.00) balance and the Macy’s [redacted] account as closed and current with a balance of $17,591.00.   [redacted], I hope you can understand that we must adhere to specific policies and procedures to ensure that all of our customers receive fair and consistent treatment.  Please do not hesitate to contact me at the telephone number below if you need assistance on a different matter as our decision in this matter has not changed and we consider this issue closed.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Re: 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 personal apology for the condition in which you received your
item.  I was disappointed to hear that
your item was not properly inspected upon shipment.  Please be assured we work very closely with
our fulfillment centers to make sure all merchandise ships and arrives complete
and in the greatest condition possible. 
Although I will not offer excuses for the error that occurred, I assure
you this is not indicative of the level of service we strive to provide.  Unfortunately, we are unable to ship a hang
tag for the [redacted].  However, we can return the item for
exchange.  Please contact us directly for
return instructions.
Please
be assured that only authentic [redacted] and [redacted] handbags
are sold on macys.com.  For your
convenience, the [redacted] brand authorization letter was previously sent to
you.  Thank you for bringing this matter
to our attention, and allowing me an opportunity to be of service to you.  If I can be of further assistance, please
feel free to contact me at ###-###-####. 
My office hours are Monday through Friday, 9:00 AM to 4:00 PM, Eastern
Time.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted] Revdex.com of
Cincinnati

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 am the victim, I am not possession of the information (from 2012) and am not responsible for correcting Macy's mistakes if I were. I am not on their payroll. I have provided, in a responding email, the only information still in my possession. Clearly Macy's does have what they are claiming they do not or they would not have caused the damages that they did on 9/11/16.Also, this reply adds civil abuse to the consumer. Unless this author is a mental therapist and serving in that position he was completely out of line to comment on my motivations for anything. I am not hesitating to do anything. And am ready to move this forward legally if this is not corrected by Macy's immediately. As a mental health professional, legally able to assess, myself, it has taken everything in me to hold to the laws and ethics in dealing with this abuse. If it is not corrected, I will portect myself in a court room....now with a directed civil suite in addition to the consumer rights clsim.
Regards,
[redacted]

November 16, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
        Macy’s [redacted] account ending
in [redacted]
On behalf of...

Department
Stores National Bank:  
Contact Date(s) With Customer:  November 11, 2015
Complaint Summary:  Customer contacted us to advise that she
received her statement for the period ending October 9, 2015 and noticed that
she missed her $11.91 payment due date of November 6, 2015.  She received her card a few days ago and
called to activate it and make a phone payment and she was routed to
Collections.  She was led to believe by
the associate that she needed to make a payment before the card could be
activated so she authorized an $80.00 payment. 
Later that evening she attempted to use the card online and received an
error message of “invalid security code”. 
After numerous calls, and transfers to various departments, she felt
like we intended to restrict the account until the funds for her payment were
released from her account. 
Resolution:  Upon
reading [redacted] complaint, I recognized she was trying to use the three digits
from the back of her card instead of the four on the front for her online order.  I called her to advise and address her
concerns.  I apologized for the immediate
routing to collections and advised that the system automatically codes the
account if the minimum payment is not received by due date.  I thanked her for advising us of the customer
service issues she encountered in trying to resolve her issues as we would use
them as training opportunities. 
Janice D.
Macy’s Executive Office
###-###-####
Extension 73270
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.  Like I stated previously Macy's has not provide me with any valid documentation. I called Macys office on several occasions and yet Macy's is beating aound the bush. MY POSITION HAS ALSO NOT CHANGED AND I WILL NOT HESITATE IN FILING LEGAL SUIT AGAINST MACY"S AND ANYONE REPRESENTING MACYS.
 
Regards,
[redacted]

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 5/11/16 regarding business response and stated he has no record of anyone at Macy's contacting him and he continues to receive e-mails, in fact he just received one this morning.

December 15, 2016[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 was unable to contact you when I phoned on December 14, 2016, however I did leave a message. As was stated previously, the payment method used was a [redacted]; not [redacted] as indicated in the complaint. We were not able to locate any other recent orders with [redacted] as the payment method, however we would welcome the opportunity to speak with you.If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]CC: [redacted], Cincinnati Revdex.com

Hi [redacted], I have contacted [redacted] in regards to her Revdex.com Complaint ID #[redacted].  We have been able to correctly apply the credit.  Due to this we are considering this issue as resolved. Sincerely, Yvonne F.| Omnichannel Presidential...

ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### Ext 32477 |  Fax: ###-###-#### | Email: [redacted]

Dear [redacted]: Thank you for speaking with me today regarding your Revdex.com Complaint ID [redacted]. Again, I apologize for all of the trouble you had to go through to obtain your credit for returned merchandise. As per our conversation, I am sending you a gift card for $25.00 as an accommodation, which you should receive within 3-5 business days. Based on the above, Macy's considers this matter closed and resolved. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]
January 6, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        [redacted] Entity ID...

[redacted]
        Macy’s account ending in [redacted]
Dear [redacted]: 
I am in receipt of your complaints forwarded to us by the Revdex.com and the [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. We sincerely regret any miscommunication you may have received from our representatives regarding the reporting of your Macy’s account to the credit reporting agencies.
Upon review, I found that your account had a $41.23 balance for the billing period ending October 6, 2014, with a $25.00 minimum payment due by November 6, 2014.  When no payment was received by this date, your account became delinquent and a late fee and interest charge were applied in accordance with the Department National Bank Credit Card Agreement, bringing your account balance to $68.23 that was due by December 6, 2014.  Subsequently, when we still did not receive a payment, your account was reported as thirty (30) days late to the reporting agencies on December 6, 2014.  Another late fee and interest charge were applied at this time, bringing your account balance to $105.23, which was due by January 6, 2015.  Although we received your $105.23 payment in full on December 14, 2014, you still missed two consecutive month’s payments for November and December 2014. I am enclosing copies of your October 2014 through January 2015 billing copies for your review.
I am aware you are attempting to improve your credit score by requesting that we modify the payment history associated with your Macy’s account.  Please note that credit reports are completely managed by the credit reporting agencies and we have not control over how your credit score is calculated.  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.  Respectfully, we are unable to accommodate your request to remove the delinquency reporting for December 2014 from your credit report. 
[redacted], while I understand that this is not the resolution you are seeking, we are required by law to maintain and must adhere to specific policies and procedures to ensure consistent treatment for all our customers.  If I can be of assistance in the future, please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Ms. Randi P,
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed January 6, 2015
cc:   [redacted], Revdex.com

During my transaction with Macy's I feel my confidential rights were violated. I would like to know Macy's policy on swiping a drivers license into the system without advising a customer before hand. I would like to speak of compensation with Macy's for stealing my information. I want a real...

explanation on why this took place.

[redacted]   [redacted]
November 12, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com 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 any inconvenience you may have experienced in your attempts to
resolve this issue.
We
updated your address as you requested to the address noted above on October 23,
2015.  I removed $60.00 in late fees and
$4.25 in interest charges related to this issue resulting in a zero ($0.00)
balance on the account.  We have cleared
our internal records of any delinquency associated with this issue.  We also requested the credit reporting
agencies update their records and delete any history of delinquency from the time
period of August and September, 2015.  Please
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]
[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,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted]
Revdex.com

October 10, 2016   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted]         Dear [redacted]:   I have received your most recent comments regarding the complaint you filed with the Revdex.com. As a representative of Macy’s Executive Office, I was asked to address your additional concerns on behalf of Department Stores National Bank.  I apologize for any inconvenience you may continue to experience regarding your account.   In researching your account, there was a $37.00 late fee on September 26, 2016, and a $2.00 interest charge on September 29, 2016, bringing your balance to $76.05.  As a courtesy, I have removed those fees, bringing your account balance back to $37.05, due by October 26, 2016.  Please note that no additional fees will be removed at this time as payment is due on your account.   In regards to your credit limit increase, regrettably, I must decline your request to restore your $1,100.00 limit.  As stated in my letter mailed to you October 4, 2016, you may call our Credit and Customer Service Department at ###-###-#### to apply for a credit limit increase.  Please allow seven to ten (7-10) business days to receive all U.S. Postal mail correspondence sent to you from our office.   [redacted], although we would like to reply favorably to every customer, it is not always feasible.  Thank you again for bringing your concerns to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted],
 
We
are in receipt of Complaint Id #[redacted]. To resolve this issue, we have
sent the customer a gift card to offset the delivery fee. The customer has been advised that the gift card will arrive in 7-10 business days.  At this time,
Macy's will consider this matter...

closed.
 
Thanks,
 
Macy's
Executive Office

[redacted]   [redacted]
October 26, 2015
[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:  October 14, and 22, 2015
Complaint Summary:  Ms.
Fountain was unable to access her account online and was late making her
payments.  Because of this difficulty,
late fees were applied to her account in July, August and September 2015.  When she contacted our telephone
representatives, she was assured that the late fees would be removed due to the
problems we were experiencing with our credit system update.  When she did not see the credit on her September
billing, she became concerned and contacted the Revdex.com.
Resolution:  I first called
[redacted] and apologized to her for problems she encountered with our
website and the miscommunication she received about the minimum payment due on
her Macy’s account referenced above.  At
this time, I learned that she can access macys.com, and if she continues to
have problems accessing her account on the credit website, she will call us
back.  The late fees for July were
refunded on July 27, 2015, and appeared on her August 2015 billing
statement.  The late fees for August and
September were removed on September 30, 2015, in the total amount of $50.00.  I also removed the $5.68 interest charge
applied September 29, 2015.  These adjustments
will appear on her October 2015 billing statement.   When we spoke the second time, I assured her
that both payments she made ($30.00 on October 12, 2015, and $26.06 on October
22, 2015) are sufficient to meet the required minimum amount due by October 26,
2015.  [redacted] is satisfied with our
resolution. 
Ms. Randi P.
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]