Macy's

Dear [redacted], We are in receipt of Revdex.com complaint ID [redacted].  We have been in communication with [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you. Sincerely, Yvonne...

F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]         June 14, 2016     [redacted]
[redacted]
[redacted]   Re: Revdex.com Complaint [redacted]        Macy’s [redacted] 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 apology for any frustration this matter may have caused you.   In August 2015, we underwent a system conversion for the Macy’s credit card accounts as well as the credit servicing pages accessed through the macys.com website.  Unfortunately, the implementation of this upgrade caused an error to occur and electronic statement notifications were not delivered to some customers that had payments established to their Macy’s account, but not their [redacted] account.  Prior to this system conversion, I found you were enrolled in paperless statements.  The email address we have on file is [redacted]; however, we are unable to confirm if our billing alerts for December 2015 through April 2016 were successfully delivered to the email address we have on file.    In reviewing your complaint, we show that a purchase of $127.70 was made in our Orlando Millenia store on November 27, 2015.  This appeared on the billing statement for the period ending December 8, 2015, resulting in a $127.70 balance with a $27.00 minimum payment due by January 4, 2016.  When no payment was received by this date, your account was charged a $27.00 late fee and $2.53 interest charge in accordance with the terms of the Department Stores National Bank Credit Card Agreement.    The billing statement for the period ending January 8, 2016, had a $130.62 balance (including a $26.61 return from December 30, 2015) with a $58.53 minimum payment due by February 4, 2016.  When a payment was not received, your account continued to be charged late fees ($37.00) and interest ($2.46), and was reported as thirty (30) days past due to the credit reporting agencies.  Enclosed are copies of your billing statements for the periods ending December 8, 2015, through April 7, 2016, as reference.    Your account was closed on April 7, 2016, due to non-payment and continued to be charged late fees and interest charges until we received your payment of $178.09 on April 30, 2016.  On that same date, a credit for two late fees totaling $74.00 was posted to your account during your telephone conversation with a representative.  On May 21, 2016, we removed the remaining late fees ($64.00) and interest charges ($15.60) resulting in a credit balance of $83.00.  I have taken the liberty of requesting a Credit Balance Refund check for this amount under a separate cover which you should receive within seven (7) to ten (10) business days.  Due to this error, your account was reopened on May 22, 2016, and the $2,400.00 credit limit has been reestablished.  As of the date of this letter, your account is current with a zero ($0.00) balance.  If you wish to close your account, please contact our Customer Service number on the back of your Macy’s [redacted] card.  Since we were unable to confirm that the billing alerts were received, 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 December 2015 through April 2016.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your continued loyalty is important to us, as well as appreciated, and I hope you will view this as an isolated incident.  If I may be of additional assistance, please do not hesitate to contact me.    Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed June 14, 2016   cc:  [redacted], Revdex.com

November 20, 2017   [redacted], **  [redacted]   Re: Revdex.com, Complaint ID [redacted]       Macy’s [redacted] Shopping Experience   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.    With the increased popularity in online shopping, and the inherent nature of clothing to fit customers differently; we understand that merchandise returns are certain to occur more frequently.  While some customers may chose to return multiple items back to their respective departments; though appreciated, that is certainly not their responsibility.  General merchandise returns can be completed at any register in the store. “One-of-a-kind” items, (for example: fur or fine jewelry) must be returned by the customer in the department they belong; but in any case, our associates should be focused on ensuring our customers are able to complete these transactions with ease.    I was disappointed to learn of the misinformation and poor service you describe receiving from one of our associates.  Please be assured that the behavior you describe is not condoned or tolerated. I apologize if the manager you initially spoke with was not sensitive to your concerns.  Upon receipt of your complaint, I forwarded your concerns to Mr. Jim S., the Vice President and Store Manager of Macy’s at [redacted].  Mr. S. confirmed with me that the information you received was inconsistent with our normal return procedures, and has assured me that the lacking service you describe has been addressed internally.  Per your request, on October 27, 2017, Mr. S. attempted to call you directly concerning this matter but was only able to leave a voicemail.  Mr. S. welcomes the opportunity to speak with you personally and may be reached directly at ###-###-####, Extension [redacted].   [redacted], thank you for bringing this matter to our attention and for allowing me the opportunity to respond to your concerns.  Your feedback is important to us as it directs our attention to areas in which we can improve our customer’s experiences.  If I may be of further assistance to you, please feel free to contact me directly at the telephone number listed below.   Sincerely, Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Mr. Jim S., Vice President Store Manager – Macy’s [redacted]

[redacted]   [redacted]
 
June 19, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Store Account ending in [redacted]
 
 
Dear
[redacted]: ...


 
I am
in receipt of your recent complaint filed with the Revdex.com.  As a representative of Macy's Executive
Office, I was asked to review and respond to your concerns on behalf of FDS
Bank.
 
Account
records show your Macy's account ending in [redacted] was opened October 19, 2002, at
our Macy's [redacted] location in [redacted], [redacted] and closed
December 19, 2003, by the creditor, FDS Bank. 
Your account charged off on April 19, 2004, with a balance of
$719.03.  While we understand this debt
is no longer reporting on your credit bureau report, we cannot remove this debt
from our internal records without conducting a further investigation.
 
I
have enclosed copies of available billing statements for the periods ending
November 19, 2003, through April 19, 2004, for your review.  If you are still disputing the account after
reviewing the enclosed documentation, we require a completed Statement of Fraud
form (copy enclosed) as well as two (2) forms of identification and proof of
residency from October 19, 2002, through April 19, 2004, to review your
claim.  Please send the completed
Statement of Fraud form and the requested information to the address listed
above to our attention.  An investigation
cannot begin until this information is received by our office.
 
[redacted], if we do not hear from you within thirty (30) days from the date of
this letter, we will consider this matter closed.  Please do not hesitate to contact me at the
telephone number below if you have additional questions or if I can be of
further assistance.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension
[redacted]
 
Enclosures (Mailed to customer 6/19/15)
 
cc:  Revdex.com
       Complaint ID - [redacted]

I want to say that while I accepted their  resolution it was with GREAT pain that I had to wait three months for a refund and have been told over and over and over that it was taken care AND just a few days AFTER I CONTACTED Revdex.com they called and told me the credit posted.Coincidence?  I think not.  In any case three months and aggravation is not acceptable to me, period.
I have reviewed the response made by the business in reference to complaint ID [redacted]
Regards,
[redacted]

[redacted]   [redacted]
 
 
 
August 20, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's [redacted] account ending...

in
[redacted]
        Macy's
store 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
be assured that Macy’s does not engage in unlawful, false or misleading
business practices of any kind.
 
Upon reviewing the information you provided, I was
able to locate your bank payment of $18.42 which was applied to your Macy's
[redacted] account on June 19, 2015, per your direction, as opposed to
your Macy’s store account which had a balance at the time.  Our records indicate that on August 7, 2015, we
transferred the $18.42 from your Macy’s [redacted] account to your Macy's
store account, removed $20.42 in late fees and interest charges, and cleared
our internal records of the delinquency. 
On August 16, 2015, we removed an additional $37.00 in fees only, which
brought your account balance to zero.  At
your request, both accounts were closed on August 16, 2015.  Per our policy, your account was not reported
as delinquent to the credit reporting agencies. 
 
[redacted], I apologize for any frustration you may
have experienced in resolving this issue. 
Thank you for bringing this matter to our attention and allowing me the
opportunity to respond.  If I can be of
assistance in the future, please do not hesitate to contact me.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted]   [redacted]
January 28, 2016
[redacted]
Re: Revdex.com ID
11100727
      Macy's account ending [redacted]
Dear
[redacted]: ...


I am
in receipt of your complaint forwarded to us by the RevDex.com.  As a representative of Macy's
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.
We
regret any disappointment you may have experienced because the credit limit was
lowered on your Macy's account. 
According to the terms of the Department Stores National Bank Credit
Card Agreement, we may reduce or increase your credit limit at any time for any
reason as permitted by law.  We will
notify you of any change, but the change may take effect before you receive the
notice.  I have included the letter that
was sent on October 31, 2015; this letter outlines the reasons for the decrease
in credit limit.  Should you wish to
request a limit increase, please contact the telephone number on the back of
your card so the account can be reviewed. 
Per
the Department Stores National Bank Credit Card Agreement, 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.  This
interest charge is for the money loaned to you during that period, and will
appear on the next month’s billing statement. You can avoid being charged
interest by paying your account balance in full every month by your payment due
date.  Please accept this letter as
confirmation that your account currently has a zero balance.  My review of this matter found that all
interest was correctly charged to your Macy’s account in accordance with the
Credit Card Agreement.
[redacted], your continued loyalty is important to us and we are sorry we have
disappointed you.  I hope this won't keep
you from shopping with us in the future. 
If I may be of further assistance, please feel free to contact me at the
telephone number listed below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosures /mailed January 28, 2016
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. I want to thank you for your assistance with this matter as all communication I had with Macy's over three months was ineffective in resolving the issue. I hope that Macy's will make more efforts to resolve similar issues in a much more timely manner.
Regards,
[redacted]

June 17, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint # [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 that office, I
was asked to review and respond on behalf of Department Stores National Bank.  We sincerely regret any frustration or
inconvenience this matter may have caused you.
 
According to the Department
Stores National Bank Credit Card Agreement (copy enclosed), we may report
information about your account to the credit reporting agencies.  This information includes credit limit, total
balance due, minimum payment due and payment history.  An account review shows that within the past
year we reported your account delinquent to the credit reporting agencies on
two separate occasions:
 
The billing
statement for the period ending May 25, 2014, had a $2.00 balance with a $2.00
minimum payment due by June 25, 2014. 
When we did not receive any payments for the June 25, 2014, and July 25,
2014, due dates, your account was reported to the credit reporting agencies as
thirty (30) days past due.
 
The billing
statement for the period ending on March 25, 2015, had a $2.00 balance with a
$2.00 minimum payment due by April 25, 2015. 
New purchases totaling $226.81 were made on April 11, 2015, which
brought your account balance to $228.81 with a $27.00 minimum payment due by
May 25, 2015.  When we did not receive a
payment by the April 25, 2015, and May 25, 2015, due dates, your account was
reported as thirty (30) days past due to the credit reporting agencies.  We received a $100.00 payment on May 29, 2015,
and an additional payment of $160.46 on June 5, 2015, which brought your
account to a zero ($0.00) balance.
 
It is our policy not to
remove any delinquency from our customers’ credit reports, unless it occurred
as a result of a billing 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.  Because your account balance for
June 25, 2014, July 25, 2014, and March 25, 2015, consisted of fees only, I
have cleared our internal records of the delinquencies associated with this
issue, and requested that [redacted] update their
records and delete any history of derogatory information for the time period of
July 2014 and May 2015.  With respect to
your credit score, it is the responsibility of the credit reporting agencies as
to how they calculate the points on a consumer’s credit file.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.
Thank you for bringing this
matter to our attention and allowing me the opportunity to fully resolve this
matter.  If I may be of further
assistance, do not hesitate to call me at the telephone number listed below.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures / mailed June 17, 2015
 
cc:  [redacted], Revdex.com   The Macy's card is issued by Department Stores
National Bank.

[redacted]   [redacted]
 
 
 
 
October 5, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com complaint #[redacted]
    ...

   Macy’s account ending in [redacted]
 
On behalf of Department
Stores National Bank: 
 
Contact Date with Customer:  October 3,
2015
 
Complaint Summary:  [redacted] reports that she had
concerns regarding a payment made to her account in August 2015, and she is
having trouble getting through to an associate.  She also writes that her limit was increased
without her consent.  
 
 
Resolution:  My research confirmed that [redacted] had previously
spoken with a credit associate and had her questions answered.  At that time her limit was reduced to the
previous level and the account was coded so it will not increase
automatically.  Her account was also credited
for the late fee of $25.00, which closed her complaint. 
 
I called [redacted],
confirmed the actions noted above, and also removed an additional $19.00 in
late fees as a goodwill gesture for her poor service experience. 
 
 
Michael J.
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted], Revdex.com

May 26, 2016   [redacted]     Re:  Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:    We are in receipt...

of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation may have caused.    My review of your account confirmed that the return of $101.99 was applied to your account on April 21, 2016.  The credit is shown on your billing statement for the period ending April 29, 2016.  All interest charges and late fees have also been removed, and as of the above date your account balance is a credit of $0.09.  Moreover, we have removed the delinquent payment history associated with this matter from our records and directed the credit bureaus to correct their files as well.  Please allow thirty (30) days for the bureaus to make the necessary changes.  Your account is open with a limit of $1,300.00.   [redacted], we appreciate this opportunity to respond.  If you should have a question concerning another matter, feel free to contact me at the telephone number noted below.    Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]     June 2, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s gift cards   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.  It was a pleasure to communicate with you via email and also speak with you on May 30, 2017, regarding this matter.   As discussed, since the gift cards still had the cardboard backing stuck to them, our Electronic Gift Card Manager determined that you received switch cards. This means the store activated a different gift card than the ones you have in your possession. I appreciate you reaching out to the [redacted] Store Manager and obtaining the original gift card numbers that were activated for you.   We further reviewed this matter, and I am pleased to convey that all of the cards still have funds on them.  Our Gift Card Department issued out new Macy’s gift cards to you and placed security holds on the cards you purchased.  Kindly allow 7-10 business days to receive your new cards, which are being sent under separate cover.  I understand you wanted a $700.00 refund.  Unfortunately, the gift cards are non-refundable; therefore, I must decline this request.   Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please call me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
December 10, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com 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 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
apologize for any frustration and inconvenience you may have experienced
regarding the online payment arrangement at macys.com and for the problems you
encountered while attempting to resolve this matter.  Also, I am sorry that you did not receive a
reply when you emailed our Credit Customer Service.
Macy's recently upgraded its online credit servicing
site.  Our records show your account was
set up on an automatic recurring payment schedule on October 13, 2015, with a
request to draft $25.00 on December 1, 2015. This is also noted on Page 1 of
your billing statement for the period ending on November 4, 2015. There is no
record of your account being set up for auto pay prior to October 13, 2015.
 
The billing statement for the period ending on August
1, 2015, had an $11.84 balance with $11.84 minimum payment due by September 1,
2015.  When no payment was received by this
due date, you were charged $11.84 late fee and $2.00 interest charge in
accordance with Department Stores National Bank Credit Card Agreement.  When we did not receive any payment by the
October 1, 2015, due date, you were charged a $38.00 late fee and $2.61
interest charge.  Also, we reported your
account thirty (30) days delinquent to the credit reporting agencies.  The billing statement for the period ending
on October 5, 2015, had a $260.56 balance, which included new purchases
totaling $130.68, with an $82.45 minimum payment due by November 1, 2015.  We received your $260.00 payment on October 9,
2015, and additional payments of $45.09 on October 14, 2015, and $2.00 on
November 8, 2015.  Although the fees were
properly charged in accordance with the Credit Card Agreement, as a courtesy to
you, we removed two (2) late fees totaling $25.00 and a $25.00 goodwill
adjustment on October 6, 2015.  The
billing statement for the period ending on November 4, 2015, shows these
adjustments including new purchases totaling $94.53.  For reference, I am enclosing copies of
billing statements for the time period August 2015 through November 2015.  On November 8, 2015, we removed a $2.00
interest charge, which brought your account to a zero ($0.00) balance.
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.  The information we are
reporting is accurate and complete; therefore, we are unable to remove the
delinquency reported for October 2015. 
However, on December 2, 2015, we instructed the credit reporting
agencies to update their records and report the Macy's account as “customer
disputes reporting”.
[redacted], I appreciate you allowing
me the opportunity to respond.  I regret
you closed your Macy’s account on October 15, 2015. If you have any further questions or concerns,
do not hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures /mailed December 10, 2015
cc:  [redacted],
Revdex.com

Complaint resolved.  THANKS.

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 am awaiting receipt of the $200 gift card, but understand it can take time to process. Thank you so much for your help and professionalism Ms M. in helping me resolve this matter. Macy's has not lost me as a customer. 
Regards,
[redacted]

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the consumer's excessive wear on his [redacted] leather sofa and 2 recliners. The manufacturer’s warranty for the [redacted] furniture that we make available to our customers is 1 year from the time of original delivery. The consumer has...

had the products in his possession since 10/24/2014. Regardless, Macy’s has agreed to provide a 100% credit adjustment for the remaining funds allocated on this purchase as a one-time courtesy accommodation. The consumer should receive the refund to his Macy’s account in 3 – 5 business days. For any additional concerns, the consumer can contact our office directly. At this time Macy's will 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.   I read this response. I called and left a message. That was on  February 17th at 11:47am. So far no call back to try and settle this. I'm sticking to my original report. Im requesting the 150.38 for the purse I should've been able to use my Macy's credit card. The reply back made me laugh as to Macy's deleted/canceled my account. So HOW WOULD THIS WOMAN FIND MY ACCOUNT. Goes to show me how irrespobsible this place is and now getting the reason why their store's failed and are closing down. Lack of business and more out there like me who had their credit card a long time. (mine was from 2006) to be tossed aside all because ya didn't USE THE CARD for awhile..... 
Regards,
[redacted]

[redacted],
We
are in receipt of Claim ID [redacted] regarding the customer's furniture purchase
and our Black Friday advertisement. We have discussed the issue with the
customer and replaced the order with the correct pricing.  At this time Macy's
will consider this matter...

closed.
Thanks,
Macy's
Executive Office

November 17, 2016  [redacted]Market place Resource ConsultantCincinnati Revdex.com re: Revdex.com Compliant ID [redacted] Dear [redacted]:   I spoke with [redacted] in regards to the Revdex.com issue (ID [redacted]). Per our conversation, all...

authorization holds have been removed and funds are back on to [redacted] account. Based on that information above, Macy's considers this matter closed and resolved satisfactorily. Sincerely,   Steven A.Macy's Executive Office###-###-#### cc: [redacted]