Macy's

Hi [redacted]: I am in the process of authorizing a return and re-select for the customer. May I have a few extra days please. Shehas agreed to the resolution I proposed.Thank you, Sue M. | Omnichannel Store CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

June 21, 2016  [redacted]  
[redacted] 
[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, where 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.  I would also like to apologize for the service you described receiving when contacting customer service. Please be assured that the service you described is not typical of the quality customer service that we strive to provide.  Macy’s goal is to have professional and courteous associates available within every department so that all of our customers’ questions and needs are addressed and resolved efficiently.  Although it is disheartening to hear that we did not meet your expectations, your feedback is important to us as it assists us in truly understanding our customers' experiences and provides us an opportunity to follow up with the appropriate action. My research confirmed that a manager from the Macy’s store in [redacted] has previously contacted you about this matter and extended an apology for what occurred.  In addition, I have also confirmed that the $100.00 of in-store credit has also now been mailed to you under separate cover.  [redacted], we appreciate this opportunity to respond and trust that you will view this as an isolated incident. We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future.  If you need assistance on another matter, feel free to call me at the telephone number noted below.Sincerely,Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

May 15, 2017Dear [redacted]: Please accept my apology for any frustration you may have experienced. Be assured your complaint will be addressed when additional documentation requested from you 05/12/2017 is provided. If you have questions regarding this letter or the information required to process your request, do not hesitate to contact me at the telephone number listed below. Sincerely,Tara B.Macy's Executive Office###-###-#### Extension [redacted]Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

January 25, 2016Tina GeersCincinnati Revdex.comDear [redacted] We received the complaint for [redacted] regarding ID [redacted]. The customer stated that they have been inconvenienced by the delay in receiving their return credit. We have contacted the customer and confirmed that the credit is now...

reflecting on their account. We apologized for the delay and sent the customer a gift card to use on their next purchase as an accommodation. Based on this, Bloomingdale's considers this matter closed and resolved satisfactorily. Sincerely,Colette O.Bloomingdale's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]
November 6, 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 confusion or frustration that may have been
caused regarding the interest charged to your Macy’s account referenced above.  Be assured that Macy's does not participate
in dishonest or deceptive business practices of any kind.
For clarification, per the
enclosed Department Stores National Bank Credit Card Agreement, if you have
been paying less than the Total 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.  You can avoid being charged interest by
paying your account balance in full every month by your payment due date. 
Applying this billing policy
to your Macy’s account, the $2.15 interest charge was for interest charged on
your account balance between the last bill date of August 15, 2015, and the
date (September 18, 2015) that your $121.30 payment was applied to your Macy’s
account.  Our records show on September
19, 2015, you called and the interest charge was removed.  As of the date of this letter, your account
has a zero 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.  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]
Enclosure
cc:     [redacted]
[redacted], Revdex.com

.. [redacted]   [redacted] June 6, 2016 [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 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.   We sincerely regret any frustration you may have been caused regarding the fraud on your Macy’s account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on February 12, 2016, you disputed the charges on your account.  At that time we reported your Macy’s account ending in 6885 as lost/stolen and a new credit card ending in [redacted] was issued.  I was disappointed to hear that you did not receive a resolution to your claim until your phone call on May 13, 2016.   Upon further review, I found on May 13, 2016, we removed the fraudulent charges totaling $398.95, $66.23 in late fees and $46.36 in interest charges from your account ending in [redacted].  Also, we cleared our internal records of any delinquency associated with this issue, and requested that Equifax, Experian and TransUnion delete the late payment history for March 2016 through April 2016 on your Macy’s account from your credit report.  Please allow thirty (30) days for the credit reporting agencies to update their records.  Until then, this letter will serve as confirmation of this request. As of today’s date your Macy’s account is open with a total balance of $685.05, and a minimum payment of $27.00 due by June 24, 2016.  I’m sincerely sorry for any frustration that was caused in regards to updating your minimum payment due.   Thank you for bringing this matter to our attention.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help. Sincerely,  Stephanie C.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
In their response they stated "As you read and were previously advised, any return of the merchandise used with the coupon will reduce your refunded amount." however I was not previously advised.  In fact I asked the sales associate if there were any stipulations such as how much I had to spend in order to use the $10 promo card and she said no.  Also, like I said in my first letter of complaint, I was not returning the merchandise used with the coupon; I was returning a purchase made previously with NO coupon.  I paid $49.99 plus tax for the pants.  That is the amount I should have been refunded with my receipt without Macy's keeping $10 of it.  Getting back to the Promo Card and why I think Macy's did a disservice to Christmas shoppers by giving them this store "loan," let me just ask Macy's what was I supposed to think when I make a purchase and the sales associate hands me my receipt along with a $10 cash card and both she and the receipt says Congratulations on receiving a Promo Card!  I, like most average customers, was thrilled to be given this $10 card to "spend on whatever I wanted."  No one would have taken the time to read the fine print on the bottom of the receipt and Macy's knows that.  I feel taken advantage of and I still believe this was a ploy to entice the customer to continue to spend money in the Macy's store knowing the customer was really not getting anything from Macy's at all.  Why say "Congratulations" if you're going to withhold the $10 from my refund on a purchase I made a week before?  This Promo Card was a big fat lie and I will take this further with the Consumer Protection Agency.
Regards,
[redacted]

April 20, 2016 [redacted] 
[redacted] 
[redacted]  Re:  Revdex.com Complaint ID [redacted]          Macy’s account ending in [redacted] Dear [redacted]:We are in receipt of your complaint that was filed with the...

Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  While I would have liked to speak with you personally about your complaint, my attempts to reach you were unsuccessful.  Please accept my apology for any concern this situation regarding your Macy’s account may have caused.  My research confirmed that the payment of $865.47 that was applied to your account on January 20, 2016, was electronically refunded to your checking account on January 28, 2016.  If for some reason you have not received the refund, please contact me at the number shown below.  Mrs. Kassin, thank you for allowing me this opportunity to respond.  If you need assistance on another matter in the future, feel free to call me at the telephone number noted below.Sincerely,Michael J.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.   
We agreed upon a solution of crediting a gift card back to [redacted], but that has credit has not come through and it has been 7-8 business days. 
Regards,
[redacted]

[redacted]   [redacted]September 02, 2016[redacted]
[redacted]
[redacted]Re:  Complaint ID [redacted]         Macy's Store Account Ending in [redacted]         Macy's [redacted] 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.I apologize for any inconvenience you may have experienced regarding the above-referenced Macy's accounts.  As customer service is crucial to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided.  It appears that we fell short of our goal to provide you excellent customer service, and we thank you for bringing this matter to our attention.    A review of your store account shows a purchase totaling $108.62 was made on October 26, 2015.  A $27.00 minimum payment was due on this account by December 8, 2015.  We did not receive a minimum payment for this account by the payment due dates for December 2015, through June 2016, which resulted in monthly late fees and interest charges until the account charged off on June 12, 2016, with a balance of $390.33.  A $108.62 payment was received on October 26, 2015, and was incorrectly applied to your Macy's [redacted] account ending in [redacted].  The payment created a credit balance for $108.62 on the [redacted] account, and on January 20, 2016, a credit balance refund check for $108.62 was sent to you at the address shown above.  Our investigation shows that this check was never cashed, therefore we stopped payment on this check and reapplied the $108.62 credit to your account.  I see that you spoke with one of our agents on August 20, 2016, and the payment for $108.62 was transferred from the Macy's [redacted] account to the Macy's store account on that date. We removed late fees totaling $249.00 and interest charges totaling $32.71, and your account balance is currently zero ($0.00) on both accounts.  Please accept my sincere apology for the error and for the inconvenience and frustration caused by the error.        We have cleared our internal records of any delinquency associated with this issue.  We also have instructed the credit reporting agencies to update their records and delete any history of delinquency from the time period of December 2015 to the present.  The charge-off on your Macy's account ending in [redacted] has been reversed and will no longer show as a charge-off on your credit report.  Please allow the agencies thirty (30) business days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.As of the date of this correspondence, both of the above-referenced accounts are open.  Your request to close your account was not specific regarding which account you want to close.  Please be aware if you close the Macy's store account, the Macy's [redacted] account will also be closed.  Our records show that you used your Macy's [redacted] account as recently as July 2016, therefore I did not want to close the Macy’s [redacted] account if you intend to continue using it.  If you still wish to close your account(s), please contact me directly.        Your continued loyalty is important to us and we are sorry we have disappointed you.  If I may be of further assistance, please feel free 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 received the complaint for Linda Nguyen regarding ID [redacted]. The customer stated the sofa arrived with a defective leg. We have confirmed that a part order has shipped and we will send a technician to install once the customer has received. In addition, we have processed a refund of...

the delivery fee for the inconvenience. The customer is happy with this resolution. Macy’s Executive Office Jon A.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS 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.  according to the response from Macys that " The shipping customer is saying they are not fraudulent but the billing customer and the billing customer’s bank has notified us saying they are.  I did ask our consumer protection department to review the orders again.  They did and advised that these are indeed confirmed fraud. "In fact, I used my own credit card, I am the billing customer. There is No one from Macys to contact me or my husband about the transaction, and I did not call Macy to report myself transaction to be  frauds.  I have emailed my Bank to ask why the bank consider my transaction is fraud, here is the response from my Bank. The Bank representative told me that The Bank never contact the shopping store to report fraud transaction, instead they usually contact the credit card owner to confirm if the transaction is valid. The response from Macys is unreasonable and ridiculous. " Dear [redacted]: Thank you for contacting [redacted] via our website about your [redacted] account ending in [redacted].Our records indicate the transaction on 01/21/2018 to MACYS .COM for $216.16 was approved here at the bank. Our records show the merchant did a credit for $216.16 to MACYS .COM on 01/21/2018. We do not show anyone at the bank reached out to Macys. For further assistance as to why the transaction was credited back, please contact merchant directly. Please contact us again if we can be of further assistance. Sincerely, Christina C. Cardmember Service Advisor --------------------------------------------------------------------------------...⇄ At [redacted], we have safeguarded money and account information for more than 150 years. Online Banking is no exception. We take all necessary precautions to ensure your accounts and personal information are secure. For your protection, please do not send personal information such as account or Social Security numbers through unsecured email. To send personal information through email, please do so through our secured email service. To access our secured email service: - Point your browser to [redacted] - Log into your account(s) using your User ID and Password - Select Customer Service at the top of the page, then select Contact Us, and click the email us link - Submit your information through the form provided [redacted]
[redacted]
[redacted] https://www.[redacted]/privacy/ Category: Card Issues Name: [redacted] SSN: verified PID: [redacted] Email Address: [redacted] User Agent Information: [redacted]
[redacted] Comment Box or Question: I put an order on macys.com last sunday uesd the [redacted] card, AROUND 216 DOLLARS. However the order got cancelled later. the reasons macys.com gave to me is :The billing customer’s bank also reached out to us regarding the fraudulent orders. (from their writing letter) the question is WHO IN YOUR BANK REACHED MACYS AND REPORT THE FRAUSULENT ORDER? Since it is an [redacted] card, it should no problem that I used anywhere and I DID PAY THE STATEMENT ON TIME EVERY MONTH, so please tell me why your bank can contact with macys and cancel my order? Thanks
Regards,
[redacted]" In general , all conversion especially reporting fraud transaction are recorded in Macys. I do request the Macy's to provide solid evidence including "when, what and Who contact the Macys to report the fraud transaction". If Macy can not give me the reasonable response to end the case,  I have to take other actions including but not limited to legal actions because their response does hurt my personal reputation.Thank you. [redacted]

Hi [redacted], looking over this the complaint was assigned to me. However Beverly took care of the customer regarding both issues. When I spoke to the customer she said her issue was resolved. Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS...

Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me; however, please confirm that the amount being refunded, as stated in Macy's response, is in US dollars (and will be credited to me in *** dollars).
Regards,
*** ***

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]4/5/18We recently settled an account with ID: [redacted]Name: [redacted]After settling things, now I'm getting a bill in the mail for my credit card ending in [redacted], which Durand C. personally said they closed this account in November 2017!!! The billed amount is $15.98. I tried contacting them already SIX times and I'm being ignored. Maybe you can help. Thank you!!

February 12, 2018   [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted] (closed)        Macy’s [redacted] account ending...

in [redacted] (closed)             Dear [redacted]:   I am in receipt of your Revdex.com complaint, 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 apology for any problems you may have encountered as a result of your fraud claim.    Our Classic Macy’s [redacted] card is designed to separate Macy’s purchases from any purchases made outside of Macy’s.  With our Classic account, there are two credit lines attached to one credit card.  The [redacted] is an attachment to the Macy’s store card and can only remain open when the corresponding store account is open.  Our records indicate your store account was closed on October 10, 2016, as a result of the fraud claim.  Unfortunately, an error occurred that prevented a new account from being created.  Since the [redacted] account is contingent upon the Macy’s store card being open and active, the [redacted] account was appropriately closed.  Due to length of time since this account has been closed, we regret that we are unable to reissue a new card without going through the credit application procedure.   Although we are unable to honor your request to reissue a new card, we were able to remove the delinquencies that were a result of the fraud on your account.  We have cleared our internal records of any delinquency reported for the time period of November 2015 through February 12, 2018, and requested that Equifax, Experian, and TransUnion remove the delinquencies from your credit report.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will also serve as confirmation.   We now offer a Single Line account, which is a Macy’s store card and [redacted] account combined into one line of credit.  We welcome you to apply for a Macy’s Single Line [redacted] account online, or at any register inside the store.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  We appreciate your many years of continued loyalty.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely,   Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
**on 03/29/16 I received a voicemail from Jasmine Jones (as on my caller ID with phone number ###-###-####). She said on the message she was from Macy's Executive Office and wanted to know if I received my $25 gift card and left a "1-877" phone number that did not have enough digits to call back so I returned the call fromCaller ID. A gentleman asked what happened and I tried to explain but since this has been going on for several weeks it was hard for him to understand. He was fromCredit services. Ultimately he refunded about$18 in interest I was charged in interest on the item I never received and cancelled in February. However, I do not understand why I received the letter I attached in my original complaint that I could not be refunded because the order according to the letter, was delivered but it never was, it was returned to the vendor from Macy's. I never even saw it. And that was $412! As for the $25 gift card, yes I received it and when I tried to call to see the balance it was no good, $0. So they sent me a bad gift card to add insult to injury.
Regards,
[redacted]

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of your most recent response to our letter dated November 4, 2015,
forwarded to us by the Revdex.com. 
As I have previously addressed your concerns, I have been asked to once
again respond.  I am sorry you did not
find our response satisfactory.
As
previously mentioned the authorization hold in the amount of $92.98 was placed
on your account once your order was submitted. 
This authorization amount was then released to your bank within a 24-
business hour period from the original date of October 23, 2015.  In some instances, the amount of time for the
removal of an authorization hold varies between credit card companies.  
[redacted], thank you for your feedback and bringing this matter to our
attention.  Your feedback is critical as
it assists us in areas in which we can improve upon.  If you need additional details regarding our
authorization hold policy, please visit the following:
https://customerservice.macys.com/app/answers/detail/a_id/181?cm_sp=macys_custom...⇄ /> If
you would like direct assistance or have further questions, 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

August 4,...

2016                                      ...⇄ /> [redacted]
[redacted]  [redacted]  Re: Revdex.com Complaint ID [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 (DSNB).  Please accept my sincere apology for any frustration this matter may have caused you. After reviewing your account, I can confirm that on March 9, 2016, a credit for merchandise only certificate (MOC) in the amount of $25.70 (MOC #[redacted]) was applied to the account ending in [redacted].  On May **, 2016, a credit for $107.24 (MOC #[redacted]) was applied to the account as well, followed by two additional merchandise only credits on June 5, 2016 for $49.03 (MOC #[redacted]) and June 6, 2016 in the amount of $43.96 (MOC #[redacted]).  I have enclosed a copy of your billing statements for the statement closing dates of March 30, 2016 and June 29, 2016 for your personal record.  Your current account balance is $475.43, with a minimum payment of $27.00 due on August 26, 2016.  [redacted], I would like to thank you for allowing me the opportunity to address this matter.  If there is any way I may be of further assistance to you, please feel free to contact me at the telephone number listed below.  Sincerely,  Tyeisha B.Macy’s Executive Office###-###-#### Extension 73603 Enclosures / mailed August 4, 2016 cc: [redacted] Revdex.com