Macy's

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

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

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.  Just a update since our last communication.. 5/10/16: I contacted Macys in  [redacted], [redacted] and spoke to VP-Store Manager, Eva B.  Ph. ###-###-####  and at her suggestion went down in person to the store and paid the $ 31.75 for the shorts. She subsequently let me know the matter due my complaint had been referred to the Macys Executive Office and to update her on any developments. She seems to be a v ery efficent  representative of the Macys who geniunely wants to help the customer and represent the company well.5/24/16: Contacted Nancy M., Macys Executive Office who indicted she understood that the who complaint began from a single purchase of $ 31.75 for a pair of shorts in 9/15 and now the owed amount is $305.71. and that I had received form letters and harassing telephone calls from collection agencies that I assumed were people trying to fraudulently solicit monies since there was no official Macys letterhead or bill.She said she couldn't anything and simply told me to call the [redacted] Collection Agency and take it up with them. I advised her this was not satisfactory and would pursue my complaint with the appropriate parties    Following you notification attachment of Macys response, I made telephonic contact with Nancy Mobley, Macys Executive Office, Ph.###-###-####. She indicated she understood the details of the 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.   I have replied to the email sent by Macy's On 11/14 which is also the receive date. I attended Macy's at [redacted] on the 2nd floor at the online pick up desk. The rep advised she has not received a reply. I forward the original sent email and attached Revdex.com rep as well! 
 
Regards,
[redacted] Please advise if you need any other information. The email sent on 11/14 is below. Best Regards, [redacted] From: [redacted]Date: November 14, 2016 at 3:39:40 PM ESTTo: Tyeisha B. [redacted]Subject: Re: Revdex.comTyeisha, Thank you for reaching out. My issue occurred at [redacted] in [redacted] on the 2nd floor for online pick ups. Best Regards, [redacted]On Nov 14, 2016, at 10:31 AM, Tyeisha B. [redacted] wrote:Good morning , My name is Tyeisha, I am a liaison of Macy’s Executive Office, I am in receipt of your Better Business  Complaint. I would like to gather further information regarding the store location in which you picked up your order. I would like to apologize for any inconvenience this matter may have caused you. I look forward to hearing from you. Thank you, Tyeisha B. Executive Liaison | Macy’s Executive Office [redacted]P: ###-###-#### ext [redacted] | *: ###-###-#### *: [redacted]

November 28, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your complaint 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). We sincerely apologize for any inconvenience or frustration you may have experienced.   According to the DSNB Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the Payment Due Date. Interest is charged each month the account carries a balance. The minimum interest charge is $2.00. Upon review, I found that your furniture purchase for $2,541.14 (including delivery and tax) was charged to your Macy’s account on March 25, 2016. You received a New Account Discount in the amount of $108.86 resulting in a new balance of $2,432.28. Your purchase qualified for a 24 Month Special Event Promotion with an expiration date of April 14, 2018.   The billing statement for the period ending April 17, 2016, had a $2,432.28 balance with a $27.00 minimum payment due by May 14, 2016. When no payment was received by that due date, your account was assessed a $27.00 late fee resulting in a $2,496.01 new balance with a $79.00 minimum payment due by June 14, 2016. We received a $25.00 payment on June 14, 2016. Since this payment was less than the $79.00 minimum payment, your account was assessed a late fee and $2.00 minimum interest charge. Thereafter, your account was assessed additional late fees and interest charges every month because you continued to make $25.00 monthly payments with a last payment received on May 1, 2017, which were less than the minimum payments due. Due to serious delinquency, your account charged off on March 19, 2017, and was placed with an outside collection agency, [redacted] Group.   Prior to the furniture purchase being charged to your Macy’s account, you were required to read and confirm the purchase was being placed on a 24 Month Special Event Promotion before clicking the “Yes” button on the store register key pad. In addition, you received monthly billing statements reminding you that “You must pay your Special Event balance of $2,432.28 in full by April 14, 2018, to avoid paying deferred interest charges.” The statement also included an Activity and Promotions Detail that provides payment information made on the Regular (everyday type purchases) and 24 Month Special Event. To clarify, you were not charged interest on the 24 Month Special Event Promotion, as you can see this information noted under the Activity and Promotions Detail. You will be charged deferred over interest, if you do not pay the $2,432.28 by April 14, 2018, as noted above.     Since you were properly notified about making the full minimum payments by the due dates and about the 24 month promotion, I must decline your request to remove the account from [redacted] Group. As of the date of this letter, your account has an outstanding $2,493.58 balance with a $600.97 minimum payment (includes a $573.00 past due amount) due by December 14, 2017.   We thank you for the time you took to bring your concerns to our attention. I hope that you can understand our position on this matter although it may differ from your own. If I can be of any further assistance, you may contact me directly at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com 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]   [redacted]
 
June 16, 2016
 
 
[redacted]
 
Re: Macy's [redacted] Account Ending in [redacted]
    Complaint ID: [redacted]
 
 
Dear [redacted]: 
 
I am in receipt of your additional concerns regarding the 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 with the above-referenced account and for the delay in resolving the matter.  Please know that as of the date of this correspondence, the balance on the above-referenced account is zero ($0.00).
 
We have cleared our internal records of any delinquency associated with this issue, and have instructed the credit reporting agencies to update their records and delete any history of delinquency from the time period of June 2015 through March 2016.  Please allow the agencies thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.
 
[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,
 
 
 
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted]
    The Revdex.com

[redacted]   [redacted]
January 26, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
       Macy’s account ending in [redacted]
On behalf of Department
Stores National Bank:
Contact Date(s) With Customer:  January 22,
2016
Complaint Summary:  [redacted] had returned an item
in our store and received a receipt for the return with a merchandise
certificate on it.  [redacted] thought
she was going to receive a check in the mail and when it did not arrive, she
filed her first complaint.  Our original
response explained that her certificate could be used towards an in store
purchase by showing this receipt to the sales associate.  When [redacted] spoke to the store, she
advised that her certificate was not working and the store advised they would
send her Macy’s Money Certificates to replace the merchandise certificate.  Her recent submission stated she was waiting
to receive them.
Resolution:  I called [redacted] to inquire if she had
received her Macy’s Money Certificates and she advised that she had.  In fact, the store sent her more than the
$21.50 merchandise certificate from her return. 
I advised that I would respond to her updated complaint with this
information. 
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. 
Regards,
[redacted]

October 13, 2015
[redacted]
Re: Revdex.com
ID [redacted]
      Macy’s [redacted] account ending in
[redacted]
Dear [redacted]:
I am...

in receipt of the
complaint you filed with the Revdex.com and forwarded to Macy’s
Executive Office.  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
sincere apology for any inconvenience this matter may have caused you.
Due to a recent scheduled
credit system update for the Macy’s credit card accounts and redesign of our
macys.com website, customers were unable to access account information through
macys.com during this update.  We truly
regret any frustration this may have caused you, and I personally apologize for
the level of service you received when speaking with a Customer Service
representative. 
In reviewing your account
history, I found that on September 23, 2015, your account information could not
be successfully added to your profile because the name entered did not match
what is printed on your new [redacted] credit card.  In addition, the card’s security code was
incorrectly entered.  Kindly note, that a
new Macy’s [redacted] card was issued to you on September 29, 2015, which
you should receive within seven (7) to ten (10) business days under separate
cover.  To successfully add your account
to online servicing, you will need to enter the name as it is printed on your
new card, and use the security code that is listed on the front of the Macy’s [redacted] card located on the upper right hand side of the card.  If you continue to experience difficulties
accessing your account online, please contact our Technical Assistance Team
directly at ###-###-####, option 6, and a representative will be happy to
assist you.
Thank you for bringing this
matter to our attention and allowing me an opportunity to respond.  If you have any questions, or if I can be of
assistance on another matter, please do not hesitate to contact me at the
telephone number listed below.
Sincerely,
Carye C.
Macy’s Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], RevDex.com  
[redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by
Department Stores National Bank.

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.  Just one question I have where do I expect to receive my gift card? In the mail or a credit to my account. 
Regards,
[redacted]

[redacted]   [redacted]
December 03, 2015
[redacted]
[redacted]
[redacted]
Re: Macy's [redacted] Account ending in [redacted]
Dear [redacted]: 
I am in receipt of your recent complaint filed with the Revdex.com regarding your Macy's [redacted] account ending in [redacted].  As a representative of Macy's Executive Office, I was asked to review and respond to your request on behalf of Department Stores National Bank (DSNB).
As stated in the previous letter dated November 19, 2015, because we received notification that you filed for bankruptcy, your account was closed on October 12, 2015.  Please know, charges made after a bankruptcy filing cannot be discharged in bankruptcy.  The current balance of $819.74 is the result of purchases, credits, and payments which have occurred since the bankruptcy filing on July 9, 2015.  You remain financially responsible for the remaining balance of $819.74 and should contact a Recovery Department representative at ###-###-#### immediately for payment arrangements.
I am sorry to learn that you felt that your complaint had not been resolved to your satisfaction.   While the decision we made may be disappointing, we hope you understand the reason behind it. 
[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,
Julia O.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: Revdex.com
    Complaint ID:[redacted]
This is an attempt to collect a debt and any information obtained will be used for that purpose.

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]

Dear [redacted]:I am in receipt of complaint [redacted]. We have contacted the customer, addressed the issues and have come to a mutually agreeable resolution. Macy's considers this matter closed.Thank you,Macy's Executive Office

[redacted]   [redacted]
March 15, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [redacted]
Dear
[redacted]: 
I am
writing to you as a...

follow up to our conversation and e-mail correspondence
regarding your complaint forwarded to us by the Revdex.com.  It was a pleasure speaking with you, and I
appreciate the courtesy you extended to me during our discussion and
correspondence.
I
was disappointed to learn of the problems you encountered while shopping at the
King’s Plaza Macy’s on December 22, 2012, and I apologize.  Please be assured that the service you
described receiving from our staff is not typical of the level of quality
customer service that we strive to provide, and we appreciate your bringing the
situation to our attention.  We expect
all customers to be treated with the highest level of courtesy and
professionalism possible and are disappointed when that does not happen.  After reading your complaint, I can certainly
understand your frustration with the events that occurred.
Upon
review of this situation with the Store Manager, I was assured that the failure
to follow the appropriate procedure with merchandise left in the store by
customers has been reviewed with the personnel involved.  Since we are unable to refund the $29.34 cost
of the merchandise you bought at [redacted], $50.00 in Macy’s Money certificates
were mailed to you at the address above under separate cover.  You may use these certificates to purchase
merchandise at any of our stores.
Additionally,
as a further gesture of our goodwill, we adjusted a $29.40 refund to your bank
debit card ending in 9604 for the items you purchased at Macy’s.  If this credit has not yet appeared on your
bank account, please let me know.
[redacted],
thank you again for bringing this matter to our attention and giving me the
opportunity to reply.  Your business is
important to us, as well as appreciated. 
I hope you will regard this as an isolated incident and allow us to
better meet your needs in the future.  Please
do not hesitate to call me at the telephone number listed below if I may be of
further assistance. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com
       Store
Manager, [redacted] Macy’s

[redacted]RE: Revdex.com Complaint IDs [redacted] & [redacted]Macy's Account Ending in [redacted]Dear [redacted]:I am in receipt of your recent correspondence forwarded to us by the Revdex.com. As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). I apologize for any inconvenience that you may have experienced regarding fraudulent transactions on your Macy's account.Upon receipt of your inquiry, I contacted our Fraud Department to investigate your claim. After reviewing the above-referenced account, our Fraud Department determined that when the card was reported lost on November 12, 2017, no transactions were identified as being fraudulent at that time. Our account notes and call recording indicate that you had requested a copy of your billing statements on November 27, 2017 to assist in completing the Statement of Fraud form. However, a Statement of Fraud was never completed and submitted to specifically identify which activity was fraudulent. Our Fraud Department has advised that there are multiple transactions making up the balance, and in order for them to review your fraud claim, you will need to complete the enclosed Statement of Fraud form identifying the specific fraud transactions. I am enclosing a copy of our Statement of Fraud form for you to complete.Further, in an attempt to assist you in identifying which transactions are fraudulent and should therefore be included in the Statement of Fraud, I have enclosed a copy of all billing statements that are available since your account was opened on September 1. 2017. The billing statements enclosed are for the cycles ending on September 13, October 13, November 13, and December 14, 2017, as well as January 14, and February 11, 2018. Upon receipt of the completed Statement of Fraud, our Fraud Department will investigate your fraud claim and will contact you following their review. Please know our Fraud Department has up to ninety (90) days to complete their review of all fraud claim investigations. Unfortunately, we cannot process your fraud claim without you first completing and returning the enclosed Statement of Fraud. [redacted], thank you again for bringing these matters to our attention and giving me the opportunity to respond. I assure you your loyalty is not only important, but also very much appreciated. Please do not hesitate to call me at the telephone number listed below, if I may be of further assistance.Sincerely,   Justin B.Macy's Executive Office ###-###-#### Extension [redacted]Enclosurescc: [redacted]The Betier Business Bureau

May 4, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com ID #[redacted] Macy's account ending in [redacted] (closed)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 that your payment was not applied to your account, and that you had to send us a copy of your cancelled check and payment receipt for us to research your missing payment.  Also, for the problems you encountered while attempting to resolve this matter with our phone associates.  Be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.My review of your account shows you have an individual account in your name only and we do not show any authorized buyers.  On January 19, 2016, we received your correspondence requesting we close your account and to inquire if the payment of $1647.13 had been posted.  There was no other information given; therefore, we were unable to research the payment.  On January 27, 2016, you contacted us by phone and during a conference call with your Bank, we advised you of the information we needed and provided a fax number.  On this same day the customer service associate removed a $35.00 late fee for December 31, 2015, as shown on your statement for billing period ending January 29, 2016.  Also, we asked you to allow one (1) to two (2) billing cycles to complete our research once the information was received.  On January 31, 2016, we noted receipt of your faxed information and initiated the research.  A letter was sent on February 1, 2016, verifying we had begun our investigation.  On February 17, 2016, the payment was located and applied to your Macy’s account with a payment date of January 10, 2016.  We also removed a total of $21.31 in interest charges which gave your account a credit balance of $24.25.  A Credit Balance Refund Check was sent on February 19, 2016 and we show it was cashed March 8, 2016.We have updated our internal records to reflect the account as paid in full January 10, 2016, and I requested that Equifax, Experian, and TransUnion update their record of this issue on your credit bureau report.  Please allow the agencies approximately 30 days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.  I have enclosed a copy of the letter dated February 1, 2016, and statements for period ending January 29, 2016, and February 28, 2016, for your review.  Regarding our calls, they are intended as a courtesy to remind customers of a recently missed payment, and are also an opportunity to assist our customers with maintaining a good payment and credit history with us.  Please be assured that our collection practices and policies are in compliance with all applicable laws and regulations.  I am sorry for any frustration you may have experienced. [redacted], thank you for bringing this situation to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  I welcome the opportunity to address your fiancées concerns appropriately, but ask that she contact us directly with her information.  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]Enclosurescc: [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]
October 9, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's [redacted] 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 experienced regarding the Credit Protection (Credit Pro) enrollment
procedures at Macy's.
Signing up for the Credit Protection plan is an opt-in
at the credit card enrollment process and requires the customer's consent and signature
to be added to the account.  Our
customers are given a “yes” or “no” option and a signature is required for
acceptance in this plan.  A brochure is then
given describing the program in detail. 
I apologize if you were not made aware of the option when your account
was opened. 
In reviewing your account, our records indicate that
you called in on August 1, 2015, and we advised you to contact Credit Pro
directly at ###-###-#### to cancel the program.  On August 26, 2015, we applied a credit of $4.29
to your account.  As of the date of this
letter, your account has a credit balance of $4.29. 
[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 call
me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

July 11, 2017[redacted]Revdex.com Cincinnati1 E 4th StSte 600Cincinnati, OH 45202Re: Response to Revdex.com Complaint ID: # [redacted]Dear [redacted]: I am in receipt of the customer's complaint. As a representative of Macy's Executive Office, I was asked to review and respond to her...

concerns. Unfortunately, I have been unable to speak to the customer directly. I have, however, investigated her concerns. As of 6-17-17 an adjustment credit of $25.23 and as of 6-29-17 an adjustment credit of $24.13 has been credited back to the original form of payment. A return credit of $47.68 has been credited as of 7-7-17 and will also be credited back to the original form of payment for a total refund of $97.04. I apologize for all of the confusion and inconvenience with this order and I remain available to the customer should she wish to reach me directly. Based on the above, we have responded to all concerns and consider this complaint closed. Thank you. Sincerely, Carrie R.Macy's Executive Office###-###-####  Extension [redacted]

November 9, 2016[redacted]Revdex.com1 E. 4th Street, Suite 600Cincinnati, OH 45202Re: Complaint ID [redacted] Dear [redacted]: We are in receipt of your recent inquiry with regard to the complaint ID referenced above. Please be advised, as we have conducted a thorough review of her complaint and our files, and because no new information has been presented, our position regarding this matter remains unchanged.Should [redacted] present you with any new information to research, we would be happy to review it.If you should have any questions or concerns, please contact us.Sincerely,[redacted] M.Macy's Executive Office###-###-#### Extension [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.   
[Please refer to my previous response. The business has not added any new information, they simply stated the same thing again which I have already responded to.If you have not recieved my previous response for some reason please let me know how I can help you locate it Thank You.]
Regards,
[redacted]