Macy's

June 14, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]       Macy’s 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, where as a liaison, 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 regarding your account may have caused.    My research confirmed that your account was enrolled in the Credit Protection program on March 26, 2006, and you have paid fees totaling $2,433.20 since that time.  Your account was previously issued a credit of $131.15, and Credit Protection has processed a refund to your account for the remaining amount, $2,302.05.  This brings your account to a credit of $1,614.38.  Account notes confirm that you have called and requested that the credit be deposited directly into your checking account.  As of the above date, your account is open with a zero balance and a credit limit of $4,800.00.    [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter, feel free to contact me at the telephone number noted below.   Sincerely,     Michael J.   Macy’s Executive Office  ###-###-#### Extension 73381    cc: [redacted], Revdex.com

[redacted],
We
received the complaint for [redacted] regarding ID [redacted]. The customer
stated they have had an issue with having their payments allocated to the
proper account type. We contacted customer and provided the contact number to
the Credit Executive Office to have payments...

allocated.
Macy's
Executive Office

August 7, 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 liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).   In reviewing your account activity, I found that on May 7, 2017, you opened your Macy’s account and placed an order for an [redacted] sectional and charged the order to your Macy’s account for $2,594.24. While you are correct in stating we will not charge the couch to your account until it ships, the deposit is charged before the remaining balance of the account as it is a reservation for your item.  At the time of placing your order, a non-refundable order deposit of $192.40 was immediately charged to your Macy’s account.  Your statement closed on May 28, 2017, with a new balance of $192.40 and minimum payment of $27.00 due by June 24, 2017.   Unfortunately, your Macy’s card and billing statement were returned to us as undeliverable as we did not have your apartment number correctly listed on your account.  Please accept our apologies for any frustration our calls may have caused you.   We were attempting to reach you to update your address on file and ensure your account remained current to prevent any future complications with your account.  Per the DSNB Credit Card agreement, if the minimum payment is not received by the due date listed on each monthly statement, your account will be charged a late fee and interest.  Due to the returned mail on our account, our representative corrected your apartment number and credited the $27.00 late fee and interest charge of $4.26 charged to your account. Your payment of $192.40 posted to your account on June 28, 2017, and as of today’s date, your account has a zero ($0.00) balance. I confirmed there has been no impact to your credit report and no delinquent reporting has been provided to the credit reporting agencies.   We regret the continued delay you encountered with the delivery of your [redacted] sectional.  In researching this issue, I was informed by our vendor that the color of fabric you selected was a custom order item and unfortunately there was a delay in obtaining this special fabric from a supplier.  However, as soon as our vendor received the fabric, your sectional went immediately to production. I contacted our Delivery Customer Service Team in the Chicago Area in hopes we could expedite the delivery of your sectional.  I was pleased to learn they arranged delivery with you on July 30, 2017; however, upon return to the office on July 31, 2017, I was informed a tear was present in the love seat and the ottoman finish did not match the rest of the sectional.  Please accept our apologies for this series of unfortunate events.  Due to the nature of custom made merchandise and logistical complications; it was difficult for us to foresee the delays you encountered.  While I was confident this matter would have been resolved on July 30, 2017, I am disappointed to learn of the continued issues you are facing.  As gesture of goodwill for the unfortunate delay, we have discounted the price of your sectional by $140.35 and have waived the $161.00 delivery fee.   You can be assured your experience is not typical of what we strive to provide. This matter is of the highest priority to us and I currently have several parties involved to bring this to resolution as quickly as possible.  Ms. Kiera Robinson from our Delivery Customer Service team will be in contact with you as soon as we have an update on the exchange of your items.   Thank you for bringing this to our attention and allowing me the opportunity to respond to your concerns.  If I may be of further assistance to you, please feel free to contact me at the telephone number listed below.   Sincerely,     Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Ms. Kierra R., Macy’s Furniture Delivery Specialist       [redacted] Furniture Customer Service

[redacted]   [redacted]
 
 
 
 
July 22, 2015
 
 
[redacted]
 
Re:  Revdex.com Complaint ID #[redacted]
 
On behalf of...

Macy’s:  
 
Contact Date(s) with Customer:  July 17, 2015;
July 20, 2015
 
Complaint
Summary:  [redacted] has not received the $10.00 rebate
for the [redacted] Skillet he purchased on January 30, 2015.  He called the rebate center on June 7, 2015,
and he was told it would be mailed but as of July 15, 2015, he was asked to
allow thirty (30) days for the rebate to be received.  He wants his $10.00 rebate sent.  
 
Resolution:  After further
research, I called [redacted] and explained that his rebate processing was
delayed because the original UPC code he provided with the rebate forms was
invalid.  As of July 20, 2015, Macy’s
rebate center has processed and mailed the $10.00 rebate check to him at the
address listed above.  Additionally, I
sent him a $25.00 Macy’s gift card as a goodwill gesture on the same date, which
he should receive under separate cover within seven (7) to ten (10) business
days at the above address.  [redacted] was
very pleased with the outcome.  
 
 
Monica O.
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted], RevDex.com

May 30, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]      Macy’s account ending in [redacted]   Dear [redacted]:   We are in receipt of your follow-up complaint filed with the Revdex.com. Since I had responded to your previous inquiry, I was asked to respond to your continued concerns on behalf of Department Stores National Bank. I regret that you found our original reply was insufficient.   The Bank has instructed the credit bureaus to report your account as “settled in full” as of February 2, 2017, which is the accurate and correct designation for your account. Please allow thirty (30) days for the bureaus to make the necessary changes. Your account was not paid as agreed, but was charged-off as a bad debt. The collection agency agreed to accept a payment amount which was less than the total balance due, and the remainder was removed.   If you have any additional questions, feel free to contact me at the telephone number listed below.   Sincerely,     Michael J. Macy's Executive Office  ###-###-#### Extension [redacted]    cc: [redacted] Revdex.com

Was just wondering if you have ever received a response from the merchant - Macy's.  To date, I have heard absolutely nothing.... I hate to think Macy's can essentially "steal" from consumers.  Although $50.00 may not be much in the big scheme of things... I am very disappointed.  This card was purchased by my husband at a Macy's store as a gift for me.If you have not heard back as yet... do you know of any other recourse for me?

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 will be mailing back the documents I received today tomorrow morning.  thanks.
Regards,
[redacted]

[redacted]   [redacted]
*
December 17, 2015
[redacted]
[redacted]
[redacted]
Re:
   Revdex.com ID [redacted]
Macy's
Account ending [redacted]
Macys.com
Order # [redacted]
Dear
[redacted]...

[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.  I had hoped to speak with you personally
regarding your complaint, but my attempts to reach you were unsuccessful.  However, I did leave a message for you on
December 17, 2015, and welcome the opportunity to speak with you at your
convenience.
Upon
review of your order, I was unable to locate proof that a return was received
for any of the three items listed on the order. 
On May 6, 2015, one of our customer service representatives sent you
three (3) Pre-paid [redacted] Merchandise Return Labels via email with the tracking
numbers, [redacted], [redacted], and [redacted].  When tracking these packages on [redacted].com, the
website does not indicate there was any delivery or tracking activity
associated with these labels.  Unfortunately,
since we did not receive your return, we were unable to process a credit on
your Macy's card for the items.  If you
decided to use a different shipping method to return your purchases, please
reach out to me directly at the number listed below with the tracking details.  After I have this information, I would be
more than willing to speak with our returns department once again to attempt to
locate the items.  Until we receive
additional information about the return, unfortunately, we are unable to
process any billing adjustments on your Macy's account.
I
apologize for any frustration the collection calls may have caused you.  Our calls 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.  As of the date of this letter, the
outstanding balance on your account is $398.86, with a minimum payment of
$326.49 (including a past due amount of $277.00) due immediately.  I encourage you to contact our Collections
Specialty Unit at ###-###-#### to discuss possible payment options available
to you.  
Thank
you for bringing this matter to our attention and allowing me the opportunity
to respond.  I look forward to speaking
with you at the number listed below.
Sincerely,
Stephen C.
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

July 15, 2016[redacted]
[redacted]
[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.I apologize for any inconvenience you may have experienced regarding the above-referenced Macy's account.  Our records show you opened a new Macy's account on November 14, 2015.  Purchases were made on that date totaling $543.37.  A new account discount totaling $86.30 was applied leaving a $457.07 balance owed.  A $27.00 minimum payment was due by December 14, 2015.  However, as of the date of this correspondence, we do not show a payment has been received.  Due to no payment being received, late fees and interest were charged each month until the account charged off on June 19, 2016, with a $638.91 balance.  We have not received any proof of the payments made, as indicated in your complaint.  If you have proof of payment, please send it to my attention at the address shown above.      We will be happy to research any payment that has not been applied to your account.  Please forward a clear copy of your proof of payment to my attention at the address shown above.  If a check or money order has been received and cashed by Macy's we will be able to locate the payment and apply it to your account with the proper documentation. Our [redacted] customers are able to make cash payments to their accounts in any Macy's store.  Other payment options are to mail a check (which must be noted for U.S. Funds) or a money order to the payment address shown on the monthly billing statement.  If you have a bank account in the United States you may also pay by phone.Please be advised your account was assigned to [redacted], an external collection agency.  The calls you are receiving are from [redacted].  I have asked for the collection calls to be discontinued.  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]

[redacted]   [redacted]
February 5, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint #[redacted]
        Macy’s account ending in [redacted]
Dear
[redacted]:
I am
in receipt of your additional complaint forwarded to us by the RevDex.com.  As a representative of Macy’s
Executive Office and because I am familiar with your inquiry, I was asked to
review and respond to your concerns on behalf of Department Stores National
Bank.
While
I understand your continuing frustration, we previously responded to this same
issue when you filed your initial complaint with the Revdex.com on
October 13, 2015.  As stated in my letter
dated December 10, 2015 (copy enclosed), there is no record of your account
being set up for auto pay prior to October 13, 2015.  You are correct that you made four (4) online
payments; however, these payments were one-time scheduled payments and not
automatic recurring payments.  Please
know that our position has not changed. 
The delinquency is correct and we are unable to remove the delinquency
from your credit report.
I am aware this is not the resolution you
were seeking.  Although we like to
respond favorably to every customer’s request, that is not always
feasible.  However, I appreciate the time
you took to bring your concerns to my attention and for giving me the
opportunity to respond.  If you have any
further questions, do not hesitate to call me at the telephone number listed
below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
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.   I do not see any invoices for me to look at. I do accept the removal of all late fees and interest charges, but what I do not understand is if it was indicated that the original purchase was of $51 and some change how come my minimum payment is $110 and change?  I do appreciate clearing my credit with the credit bureaus but I do demand compensation because of the lack of responsibility the company took to reach out to me. My account was put into collections and no methods of calling or emailing me was used. My fico score went down more than a 100 points and my credit card company decreased my credit line (leaving that debt to credit ratio high). I demand that I get $100 at least for ruining my credit.  I also want that credit because i've reached out to the representatives at [redacted] and they till date have not sent me the original bill with charges they (after the update of the correct address) have only sent me bills showing my outstanding balance with the previous balance but no breakdown In order to have my voice heard with Macys and Macys [redacted] I had to use Revdex.com to assist me. It is quite disheartening that the people in high positions in macy and macys [redacted] only choose to assist their customers through this complaint method. I am not happy nor satisfied with this outcome and I suggest you to reconsider the offer. This is unacceptable and I will not be okay with everyone putting their hands up because I have to rebuild my credibility with my other lenders. Also, it was not my error that the mails/statements were going to an incorrect address it was the error of the Macys associate/worker. As soon as I learned of this account I did my due diligence to try to resolve the issue (by calling not once but three times if it was not recorded it is not my fault. Just because I don't have a way to enter notes in the computer system should not be a reason for me to get penalized) and after no help or understanding or cooperation I had to resort to Revdex.com. 
Regards,
[redacted]

[redacted]   [redacted]
*
February
24, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's account ending in [redacted]
Dear...

[redacted]: 
I am in receipt of a Revdex.com
complaint filed by [redacted] regarding your above referenced Macy's
account.  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 this is an individual account in your name only, I am directing my
response to you.  I apologize for any
inconvenience you may have experienced.
Per the DSNB Credit Card Agreement, a late fee is
applied if the Minimum Payment Due is not received by the Payment Due Date
shown on your billing statement.  In
respect to interest charged to your account, if you have been paying less than
the Total New Balance on your Revolving account, 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.  In using your
account, you consented to the terms of this Agreement, which includes a promise
to pay for all purchases, as well as the late fees and interest charges. 
In researching this matter, I found that the billing
statement for the period ending November 6, 2015, had a $37.57 balance, with a
$27.00 minimum payment due by December 4, 2015. 
When no payment was received by this date, your account was charged a
$27.00 late fee and $2.00 interest charge in accordance with the terms of the
DSNB Credit Card Agreement.  We received
your payment of $37.57 on December 6, 2015, which brought your account to a current
status, however because it was received two days after the Payment Due Date,
the late fee and interest charges were applied to your account.  The billing statement for the period ending
December 8, 2015, had a $29.00 balance, with a $29.00 minimum payment due by
January 4, 2016.  When no payment was
received, the account continued to accrue late fees and interest charges.   
Although these fees were properly charged to the
account, our records indicate that on February 17, 2016, we removed $93.00 in
late fees and $6.00 in interest charges from the account resulting in a zero
($0.00) balance on the account.  As of
the date of this letter, the account is open. 
Should you wish to close the account, please call me at the number
listed below, or call Credit Customer Service at ###-###-####.
For clarification, our calls 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. 
[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
contact me at the number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Best regards, Sharlita H.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Hi [redacted], I have verified with the consumer that his merchandise was returned and he has been fully credited for the balance owed.  Teresa M.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### fax ###-###-####

April 27, 2016  [redacted]  
[redacted]  
[redacted]  Re:  Revdex.com complaint ID [redacted]          Macy’s store account ending in [redacted]  Dear [redacted]:  We are in receipt of your response to our reply to your Revdex.com complaint.  I was asked to respond once again on behalf of Department Stores National Bank. Our position regarding your Macy’s account has not changed from our previous two letters.  Your Macy’s store account cannot be reopened.  Your 4,304 Plenti points were used to purchase cosmetics through the macys.com website.  They cannot be replaced unless the merchandise is returned.  [redacted], we consider this matter closed and will no longer respond to future inquiries related to it.  However, please feel free to contact me at the number listed below if you need additional assistance on another matter in the future.   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.  I understand the the requirements to qualify for [redacted] benefits as they relate to my Macy's accounts.  However, in addition to the incorrect information that was provided to me the situation has gotten worse.  If you go back and listen to the conversation in reference to my [redacted] account, I asked for it to be closed with the understanding that the balance would be transferred to my regular Macy's account.  This was yet another lie provided by Macy's which has basically worsened my credit situation.  The balance has not been transferred, my original Macy's account has a higher than 0% interest rate when it was lowered to 0% back in 2015, and the [redacted] account is still accruing 25.99% interest.  Closing this account has now significantly lowered my credit score and there is nothing I can do to fix it.  That account had a $20,000 limit compared to $5000 limit of my regular Macy's account.  These errors on the part of Macy's representatives are truly causing me financial hardships to the point I may have to file bankrupt over being provided wrong information by both sales associates and phone representatives of Macys.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.    It has now been over 30 days since the initial complaint and Bloomingdales has made no attempt to contact me or to try to resolve the issue.
Regards,
[redacted]

August 9, 2017     [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of your additional correspondence filed with the Revdex.com and forwarded to Macy’s Executive Office.  Since I am familiar with your account, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank.    I apologize for any confusion with my previous response.  As stated in the letter mailed to you on July 3, 2017, your account is closed.  I have included a copy of this letter for your records.  As of July 6, 2017, your account balance is zero ($0.00), and no additional charges will be added to this account.    [redacted], it is disheartening to hear that we did not meet your expectations, and that you closed your account because of the service you received.  We appreciate the time you have taken to share your comments, as they assist us in determining our areas of opportunity.  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]   Enclosure   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. 
Regards,
[redacted]   As of today, May 4, 2017, I am satisfied with the response from the business.  Thanking you very much for your assistance.

[redacted]: We just received rebuttal number four for [redacted]).  [redacted] does not bring up any new information, and we have answered his questions.  His fraud claim was denied, and we have advised that if has additional information that he would like considered, he may send it to us for review.  We will not be responding to any further complaints without any new information to support his claim. Thank you, Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [redacted]