Macy's

[redacted]   [redacted]
October 15, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[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 sincere apology for any frustration you may have been caused while
trying to access your account online to view your statements and to reach a
customer service representative to resolve this issue. 
In reviewing your account, I
see the minimum payments for May, June, July, and August 26, 2015, were
$147.00, $62.00, $61.00, and $105.81 respectively and not the $42.00 as
indicated in your letter.  Copies of your
billing statements for the periods ending May 26, 2015, through August 30,
2015, are enclosed for your examination. 
Once an account is past due, the minimum payment includes the previous
months’ past-due amounts (scheduled payments plus late fees, if applicable) and
the current month’s regularly scheduled payment amount.  Your July 26, 2015, billing statement had a $61.00
minimum payment due by August 26, 2015. 
Because the $50.00 payment received on August 21, 2015, did not meet the
minimum payment required for this billing cycle, you were charged a $27.00 late
fee on August 26, 2015.  As a gesture of
goodwill, this $27.00 fee was removed. 
You will see this adjustment on your September 26, 2015, billing
statement. 
We recently upgraded our credit system and website. This
upgrade did cause account information to be unavailable to our customers online
at macys.com. We apologize for the inconvenience this upgrade may have caused
to you. .  Also, please be aware the
Macy’s credit cards are issued by Department Stores National Bank.
[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.  Please do
not hesitate to call me at the telephone number listed below if I may be of
further assistance. 
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed October 14, 2015
cc:     [redacted], Revdex.com

[redacted]   [redacted]
January 21, 2016
[redacted]
[redacted]
[redacted]
Re:       Better Business Complaint ID #[redacted]
Macy's
account number ending [redacted]
Dear
[redacted]...

[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 (DSNB).
Per
the DSNB Credit Card Agreement, if you have been paying less than the New
Balance 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
Applying
this billing policy to your Macy's account the first $2.00 minimum interest
charge appeared on the August 3, 2015 billing statement; it included interest
for the funds loaned to you between July 3, 2015 and August 3, 2015. The
balance due by September 3, 2015 of $24.91 included the minimum interest charge;
your payment was received on August 10, 2015. 
The following billing statement for the period ending September 7, 2015
was charged a residual minimum interest charge of $2.00 due October 4, 2015.  We did not receive this payment.  For every month that passed without a payment
a minimum interest fee was applied.  We
received your $6.00 payment on November 10, 2015.  Recently, the account acquired a $27.00 late
fee due to a macys.com purchase on November 17, 2015 for $42.23.  As a courtesy, I have credited the late fee of
$27.00 and interest charges from September to November 2015 of $6.00.  Your account is current with a balance of $11.23.   We have cleared our internal records of any
delinquency associated with this issue and we did not report any derogatory
information to the external credit reporting agencies. 
[redacted], please accept my personal apology for the problems you have
encountered trying to resolve this issue and thank you for bringing this matter
to our attention.  If I can be of any
further assistance please do not hesitate to call me at the telephone number
listed below. 
Sincerely,
Regina M.Macy's Executive Office
###-###-#### Extension [redacted]
cc:        [redacted],
Better Business Bueau

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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and even though the resolution is not satisfactory to me, I will accept it as I will not be reopening my account with Macy's in the future. 
Regards,
[redacted]

[redacted]   [redacted]
September 15, 2017   [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy's account ending in [redacted]   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). Please accept my sincere apology for any inconvenience this matter may have caused you. You can be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   Per the terms of the DSNB Credit Card Agreement, if you have not been paying your balance in full each month, interest is charged on the outstanding balance of your account until the day you pay the full balance owed on the account. For example, if you have been paying only the minimum payments on your balance and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the date that your payment is received. This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement. This may result in a statement containing only an interest charge. The minimum interest charge is $2.00. You can avoid being charged interest by paying your account balance in full every month by your payment due date. My review found that all fees were properly charged.   Applying this billing policy to your account, the $2.00 interest charge on your September 8, 2017, statement was for interest charged on your account balance between the last bill date of August 10, 2017, and the date (September 6, 2017) that your $47.88 payment was applied to your account. As a courtesy to you, I removed the $2.00 interest charge on September 13, 2017, resulting in a $2.00 credit balance on the account. You can keep the credit balance on the account and use toward a future purchase or request a credit balance refund check by calling our Credit Customer Service Department.   Thank you for bringing this matter to our attention and for giving me the opportunity to respond. If I may be of additional assistance, please contact me at the number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

June 18, 2015 
 
 
[redacted] 
[redacted] 
[redacted] 
 
Re: Revdex.com
complaint ID [redacted] 
       Macy’s return policy ...


 
Dear [redacted]:
 
We are in receipt of your
recent complaint submitted to the Revdex.com and forwarded to Macy’s
Executive Office, where, as a liaison, I was asked to respond.  Thank you for the courtesy you extended in
our recent telephone conversation.  Please
accept my apology for any frustration you may have experienced while trying to
return your shoes. 
 
Be assured that the service
you described receiving in our store is not typical of the quality customer
service that we strive to provide. 
Macy’s goal is to have professional and courteous associates and
management available within every department, so that every customer’s needs
are addressed and resolved efficiently.  As
such, we make every effort to accommodate our customers whenever possible. 
 
Macy’s has a very generous
return policy, and will accept for exchange or return merchandise that does not
completely satisfy you.  However, some
exceptions and restrictions on selected merchandise do apply and are posted in
these specific departments.  Macy’s uses
a return verification system and all returns and/or exchanges are subject to
validation and approval.  With a receipt
or proof of purchase, a refund will be credited back to the original form of
payment used or if you prefer, a store credit will be issued.  If there is no proof of purchase, customers
are given a store credit equal to the lowest selling price of the item for the
last 180 days. 
 
You informed me that you do
not have the receipt and the debit card you had used to make the purchase is no
longer available.  Unfortunately, without
additional information we are unable to confirm the price you paid for your shoes.  If you find some documentation that we can use
to locate the purchase, please return to your nearest Macy’s location and a
supervisor will be happy to assist you.  
 
[redacted], I appreciate the
time you took to bring this matter to our attention and giving me the
opportunity to respond.  I understand
that this is not the resolution you are seeking, but hope you can understand
our position in this manner. We will be happy to look into this further upon
receipt of the information being requested above.  If I may be of any future assistance, feel
free to contact me at the telephone number below.
 
Sincerely, 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], RevDex.com

August 01, 2016[redacted]Re: Macy's Account Ending in [redacted]    Complaint ID [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy's Executive Office, I...

was asked to review and respond to your concerns on behalf of Department Stores National Bank.Please accept my sincere apology for any inconvenience you may have experienced regarding the above-referenced account, and for the length of time it has taken to completely resolve your issue.  Our Fraud Department investigated your claim and determined the account was opened fraudulently.  They have completed the necessary steps for the fraudulent application to be removed from your credit report and the fraudulent account to be closed.  Our Fraud Department also informed me that a letter was emailed to you on July 7, 2016, which can be presented to your mortgage company and will serve as confirmation that the application was fraudulent.  If you have still not received this letter, please contact me at the number below.     [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,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    The Revdex.com

[redacted]:
We
are in receipt of complaint ID [redacted] regarding the customer's mattress
purchase. To resolve the issue, we have replaced the mattress. At this time
Macy's will consider the matter closed.
Thanks,
Macy's
Executive Office
Sincerely,
Macy's Executive...

Office

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 and a refund has been issued. 
Regards,
[redacted]

Macy's has nothing else to add for Judith Dickson and appreciate you re-closing this case.  We are currently answering a case from the [redacted] Dept. of Consumer Protection for her. Thanks,Dave Dave T.|  Executive Liaison Auditor  |  Executive Liaison Team

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 have been given the run around in this matter for a very long time which is why I decided to take this matter further. If you view my credit history with Macy's, you can see that I've always been a great customer with Macy's and have always had an almost perfect payment record to the point that the fraudulent activity started. Unfortunately, I was not aware that this was happening as I was under medical care for chronic Lupus. I have been trying for a very long time to find a resolve for this matter and pushing me back to [redacted] is not the answer as they have only referred me back to Macy's. This issue had taken a toll on my credit and had caused emotional hardship in my life as I am not getting the assistance that I need to resolve this matter. I need a resolution to this. I have no other avenues to take
Regards,
[redacted]

[redacted],We are in receipt of
Complaint Id [redacted] regarding the customer’s furniture purchase.  We
have spoken with the customer about this issue and provided the customer with 3
options available to resolve the issue.  We will be working with the customer
until he is satisfied.  At...

this time Macy’s will consider this matter
closed.Thanks,Macy's Executive Office

Macys response in a recent private email was that they wanted proof that they did not refund after I cancelled the 1 product that was purchased. The bottom line is that I paid in full for 2 products and cancelled 1 . Macys already has proof that I paid for both and that no refund was made from them . Why they sent such an email is beyond me because the proof is the purchase. Also the email was completely obnoxious and I was told they want proof or don't want to hear anything else. This is ridiculous!!!

Customer called to thank Revdex.com, Macy's has resolved her complaint and she thanks Revdex.com for their assistance.

January 30, 2018[redacted]Re:   Revdex.com, Complaint ID [redacted] Macy’s account ending in [redacted]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 liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB), the issuer of your Macy’s Card. In reviewing our records, I found that you opened your Macy’s account on June 30, 2017.  On your application you provided your address on Iowa Avenue, which is where we mailed your Macy’s card and your monthly billing statements through the United States Postal Service.  I found no record of returned mail, which suggests your statements were delivered successfully.  Your billing statements are mailed at least twenty (25) days prior to your due date each month.  If you are not receiving your statements, please contact your local post office to report an issue with your local carrier.  Also, you may wish to enroll in an automatic payment plan for your Macy’s account. Please visit macys.com/credit to establish a macys.com profile.  Once your card is registered you may complete this enrollment and also set up payment reminders and alerts for your Macy’s account such as electronic statement notifications.  This may be another option for you to receive your billing statements. I regret you are displeased with the late fee you were charged and the Annual Percentage Rate (APR) for your Macy’s card.  Per the DSNB Agreement, we may charge a late fee for each billing cycle in which we have not received the minimum payment due by the payment due date. The fee will be up to $27.00 for the first instance; or $38.00 for any additional past due payment during the next six billing cycles after a missed payment. however, the fee will not exceed the amount permitted by law. Currently, the Annual Percentage Rate for regular purchases on your account is 21.99% plus the Prime Rate as published in [redacted] two business days before your statement closing date.  Effective on December 14, 2017, the Prime Rate listed in [redacted]as been 4.50%, which means your APR is 26.49%.  If the Prime Rate increases, it will cause the APR to increase. If the Prime Rate decreases, it will cause the APR to decrease.  You can avoid interest charges by paying the “New Balance” in full by your payment due date each month.Our records show that we did not receive the minimum payment required by your due date of August 1, 2017, September 1, 2017, and January 1, 2018.  We understand late payments occur and strive to be flexible with our customers in these instances.  We previously refunded the late fees charged for the missed payments in August and September which is why we were unable to remove the late fee charged for your missed payment in January.  Please understand that we are unable to refund any late fees going forward. [redacted], be assured that the Bank does not engage in unethical or illegal practices. We comply with all applicable federal and local regulations with regard to our credit servicing policies.  By using this account you agreed to the terms of the DSNB Credit Card agreement, which includes a promise to pay for all purchases.  Your Macy’s account has a balance of $159.18, with a payment of $101.53 (including a past due amount of $58.67) due by February 1, 2018.  I encourage you to contact our Collections Department at ###-###-#### to make payment arrangements and avoid further delinquency and fees. Thank you for allowing me the opportunity to respond to your concerns. 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

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.  Dear [redacted],Sorry for giving the response too late.  I hope to give your response after I receive the refund from Macy's actually. Now I have received the refund. Thanks very much for your help.[redacted]

Revdex.com:
I greatly appreciate your efforts in pursuing this matter.  As I said earlier, the volume of calls to my home on January 20 was incredible.  There is no way Macy's intended them to be anything other than harassment.  They wanted their money and they were entitled to it.  I still have can't prove whether I failed to mail the payment on time.  However, their conduct in trying to collect from me was simply inexcusable.  I hope you can help ensure that they do not treat others in the same manner.  I don't want any money or anything from Macy's.  I just want to know that I took a step toward ensuring that other people are not treated in the same way.
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] Until Macy’s picks up the Bed giving me a recite and Macy’s Confirms they will credit back to my [redacted] card the cost of the Bed $980.12 this complaint must remain open! Please Advise Macy’s when Bed is picked up on 4-16-18 Trucker must give me a recipe and Macy’s must Credit back to my [redacted] Card the cost deducted from my card for the Bed was $980.12! Keep my complaint open till they confirm This amount is or will be created back to my [redacted] card.

P.O. Box 8220   Mason, OH 45040
 
August 04, 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 regarding your Macys Store 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 (DSNB).
 
As of the date of this letter, the below information is currently reporting for this account.
 
Open Date:                  September 21, 2013
Last Purchase Date:     July 25, 2014
Last Payment Date:      September 15, 2014
Charge-off Date:          March 21, 2015
Balance:                       $504.56
 
Enclosed are copies of the billing statements for the periods ending September 21, 2014, through March 21, 2015.  The billing statements for periods ending September 21, 2014, through March 21, 2015, were sent to your email address, [redacted], with no returned mail, which suggests that you received the monthly billing statements for this account.  You elected to have your statements sent only to your email address on September 21, 2013
 
Upon further review of your account, at no time were automatic payments initiated on your account with an agent from Macy's Customer Service or online at macys.com.  Unfortunately, we are unable to remove the delinquency associated with this account from your credit profile or reinstate your account.  Additionally, we cannot reopen your account.  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. 
 
To further discuss your account and establish payment arrangements, you must contact the outside collection agency currently handling your account, [redacted], at ###-###-####.  Until payment arrangements are made, your account will continue to show as an unpaid charge-off on your credit report.
 
[redacted], thank you again for bringing this matter 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,
 
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
                                        ...⇄
Enclosures
 
cc:  Revdex.com
     Complaint ID: [redacted]
     [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.  If A Macy's liaison tried to call me I never received a voicemail so I don't know how I was expected to be able to discuss my concerns. I believe there is still $97 worth of extra charges that need to be reversed. And the website for online account access is still not working this is something that needs to be resolved soon.Regards, [redacted] 
Regards,
[redacted]