Macy's

[redacted]   [redacted]
March 23, 2016
[redacted]
[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 Macy's account referenced above.  A review of your account shows you made purchases totaling $193.50 on May 2, 2015.  You received a new account discount totaling $38.70 leaving a balance of $154.80 as shown on your billing statement for the period ending June 1, 2015.  A $25.00 minimum payment was due by July 1, 2015.  On the billing statement for the period ending July 1, 2015, a payment for $25.00 was received on June 23, 2015, interest for $2.64 was charged and your balance was $132.44.  A minimum payment of $25.00 was due by August 1, 2015.  On the billing statement for the period ending August 1, 2015, a payment for $132.44 was received on July 5, 2015, and a $2.00 interest fee was charged leaving a balance of $2.00 due by September 1, 2015.  We did not receive the $2.00 payment by September 1, 2015, and we have not received any payment since July 5, 2015, resulting in interest charges each month for the months of September, October, November, December 2015, and January, February and March 2016.  The account charged off with a $14.00 balance on March 8, 2016.
According to the terms you agreed to in the Department Stores National Bank Credit Card Agreement, interest is charged on the outstanding balance of your account until the day you pay the full balance owed.  For example, if you have been paying only the minimum payments 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 will appear on your next statement as shown on your billing statement for the period ending August 1, 2015.
Although these fees were properly charged, we have cleared our internal records of any delinquency associated with this issue.  We have removed fees totaling $14.00, and as of the date of this correspondence, the account balance is zero ($0.00).  We will also instruct the three major credit reporting agencies to delete the late payment history for the months September 2015 through March 2016, from your credit file.  Kindly allow at least thirty (30) days for the agencies to modify their records to reflect the information contained in our request.
This Macy's account is now closed, however. we invite you to apply for a new Macy's account at any Macy's store or online at macys.com.  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

May 19, 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 (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 continued misunderstanding with the above-referenced Macy's account and for the delay in responding to your Revdex.com complaint. Please be assured that a customer is never required to open a Macy's account in order to make a purchase, and I am sorry if you were left with that impression.   A review of our records shows your account was opened on July 25, 2015, and purchases were made totaling $30.31 with a $25.00 minimum payment due by September 1, 2015.  Additional purchases were made on August 5, 2015, totaling $111.41.  An online payment of $100.00 was made on August 14, 2015, leaving a balance of $41.72 with a $27.00 minimum payment due by October 1, 2015.  The payment due date for your account is the first day of each month.  We did not receive a minimum payment by October 1, 2015, resulting in late fees and interest charges to your account.  We also did not receive a payment by the due date for the months of November 2015 through April 2016.  Late fees and interest were charged each month until your account charged off on April 5, 2016, with a balance of $317.14.  As stated in our Credit Card Agreement (enclosed), a late fee is applied if the Minimum Payment Due is not received by the “Payment Due Date” shown on your statement.  Therefore, late fees were assessed to the account in accordance with the terms.  Similarly, interest charges were also assessed to the account between October 2015, and April 2016, in accordance with the terms.  These fees are also explained in our monthly billing statement.Our records indicate we previously responded to your concerns on January 12, 2016, and on February 8, 2016.  We provided pertinent account statements in our January 12, 2016, response.  We feel we have addressed your concerns in our prior response letters (enclosed), and our position on this matter remains unchanged.  Notes show on August 14, 2015, you registered your account online and elected to receive mailed paper statements to the address you provided and electronic statement notifications were being sent to [redacted] informing you of the balance owed.  We have no record of returned mail or email, suggesting statements were received. [redacted], your account is reporting accurately as charged-off with a balance of $317.14, however we have updated our records to “customer disputes reporting”.  Your account has been assigned to [redacted], an outside collection agency.  The calls you are receiving are attempts to contact you about your account.  Please contact [redacted] at ###-###-#### to make payment arrangements or to discuss a settlement.  Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc: [redacted]    The Revdex.com    [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.   
You insist I had a valid balance of $144.11 but I called you when your bills were showing a $500+ balance.  I like paying off my balances, ALWAYS.  I wasn't going to pay what wasn't owed by me and I needed you to:1) Get back to me in February which showed a revised statement with me owing $144.11.  I would have paid it immediately2) You kept billing me the higher amount for several months.So your insistence that your actions were legitimate do not hold any water.  First thing you should do while you investigate a claim is reduce the amount due on the bill to what is not disputed.  You need to promptly follow up.  Here are the things you don't do:1) Cancel the account2) Report a delinquencyNot investigate a claim for months and not communicate until challenged.  A very bad business with appalling handling of customers.  I suggest consumers be wary of Macy's and all affiliates in this upcoming holiday season.  Who knows how many frauds will happen on how many more times Macy's will take punitive steps on the victim of a fraud rather than the perpetrator.My claim can only be resolved with corrective action on my credit report.  I do not want my credit reinstated anymore at this deplorable corporation,
Regards,
[redacted]

December 30, 2016  [redacted]  Dear [redacted]:  I am in receipt of your complaint #[redacted] 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. After our conversation, we discussed the automated email sent for all virtual returns and the process. I apologized for the miscommunication in regards to the merchandise never received, customer will not be recharged. Issue is considered to be resolved. If you have any further questions or concerns please do not hesitate to contact me at the number below. Sincerely,Tara B.Macy's Executive Office###-###-#### Extensio[redacted]

[redacted]   [redacted]   October 14, 2016     [redacted]   Re: Bloomingdale'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 Bloomingdale's Executive 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 you may have experienced with the above-referenced account and for the delay in clearing the fraudulent balance.  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 account shows charges totaling $13,776.90 were made on November 19, 2015.  A fraud investigation determined those charges were fraudulent, and the fraudulent charges were removed along with interest charges of $273.47 for a total of $14,050.37 in credits applied to the account.  Unfortunately, there were additional late fees and interest which should have been removed.  This remaining balance resulted in additional late fees and interest each month until the account charged off on September 11, 2016, with a $951.91 balance.     Please know that our Fraud Department has removed the remaining balance, and your account now shows as customer-closed with a zero ($0.00) balance.  Additionally 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 January 2016 through the present.  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.   [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 do not hesitate to contact me.   Sincerely,       Nancy M. Bloomingdale's Executive Office ###-###-#### Extension [redacted]   cc: [redacted]     The Revdex.com The Bloomingdale's card is issued by Department Stores National Bank.

On January 22nd, I called and spoke with customer to resolve the issue of the egifting order. Customer had a choice to order a watch or choose a gift card. The watch was not available so customer choice the gift card. I advised the customer to choose another watch, but the watch he chose was $700. I informed the customer that we could not accommodate a $179.81 watch for a $700 watch. Customer stated just wanted credit. Gave credit as requested.

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.   The company has received documents that support the suspicion of identity theft. As per the certified documents that ha delivered to your company. Please work diligent to furnish the supporting documents. Tho I have been a victim of theft. I became adware of the company on my credit reporting account. Based on the statement provided thru the Revdex.com. I now request for mail via usps and if you do have plans to stop the communication between dsnb/Macy's and the major credit reporting agencies. Please respond with a clear answer. I will follow with a certificate delivery. Of a new document request more details. As per I still have no knowledge of the account that your company has on my credit reporting agencies This is the tracking number that I have sent documents to your company [redacted] Regards, 
[redacted]

February 22, 2018[redacted]RE: Revdex.com Complaint ID #[redacted] Macy’s [redacted] Account ending in [redacted]Dear [redacted]:I am in receipt of your recent correspondence to Macy’s Executive Office. As a liaison of Macy’s Executive...

Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). Thank you for the courtesy you extended during our telephone conversation on February 19, 2018. I regret any inconvenience you may have experienced regarding the above referenced Macy’s [redacted]account. Our records indicate that on November 26, 2017, you made a purchase for an [redacted] watch in the amount of $348.74. I understand that the watch was not delivered when expected so you called us to report that the watch had been stolen. At this time, the agent you spoke with on November 28, 2017, processed an exchange for the amount of $334.01; this amount is slightly different due to the Macy’s Money earned on the original purchase. The agent charged the amount of $334.01 onto the account again in error which resulted in a duplicate charge rather than a single charge. When this was brought to our attention we initiated a billing dispute on December 4, 2017. The dispute was closed on December 22, 2017 and reopened on February 4, 2018. On February 12, 2018, there was a credit processed to your account for $348.74. At this time, the account has just one charge for an [redacted] watch for $334.01.Please be assured that the service you received from our staff if not typical of the level of quality customer service that we strive to provide, and we appreciate you bringing the situation to our attention. 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 I am sorry for that. We do value you as a customer and regret disappointing you.Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of additional assistance, please do not hesitate to contact me. As a token of our appreciation of your loyalty, enclosed please find a $25 dollar gift card for your future purchases.Sincerely,Briana D.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: [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 want to add, that Macy's is incorrect they post fault advertisement. I found the rebate I downloaded on the website the date I purchased the luggage. So for them to say I don't qualify is a lie, they made me go spend a few hours of my time on the phone and resolved nothing. Their customer service is none existenting. Why would they advertise a product refund only to put it back on there customers. Here is the proof that was on their website the date I made the purchase. Thanks for nothing Macy's you're lost a long time customer.

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.  Ms. B. was very helpful in escalating this problem within Macy's to get the desired response.My thanks to her and to the Revdex.com for getting this matter resolved.
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]

Dear [redacted]: I am in receipt of your complaint #[redacted] forwarded to us by the Revdex.com. As a representative of Macy's Executive Office, I was asked to review and respond to your concernsYour continued loyalty is important to us and we are sorry we have disappointed you. I...

have applied the promotion code to your order as this purchase did qualify for the promotion  JOY.  The total amount credited to you is $61.88 to the [redacted] purchased originally, please allow 3-5 business days to process back to the card. I apologize for the inconvenience and hope this won't keep you from shopping with us in the future. If I may be of further assistance, please feel free to contact me at the telephone number listed below. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

This is unfortunate the action taken on this complaint. I would think Macys can be held accountable for advertising their products are not actually gold. Plus have a great chance of turning color. I have the pictures to show the painful irritation done to my daughters ears. Also pictures of the no...

longer claim to be gold earrings. (6 photos attached)

[redacted]   [redacted]
December
7, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID #[redacted]
       Macy’s [redacted] account...

ending
in [redacted]
Dear Ms.
Molnar: 
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 inconvenience you may have experienced. 
Our Fraud
Department removed the remaining $8.19 remaining international fee from the previously
cleared fraud charges to your account on November 24, 2015.  As of the date of this letter your account
has a zero ($0.00) balance.
[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 Rebuttal #[redacted] for [redacted].I've left messages and multiple emails, with apologies, requesting contact if the customer is still not satisfied. Our policy remains regarding Authorization Holds and Consumer Protection. Her experience was not different for anyone else under the same circumstances. I've advised her what happened, in writing. She has my direct contact information.Based on the above we consider this issue resolved, pending contact from the customer. Michele S.Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

[redacted]   [redacted]
January 19, 2016 
[redacted]
[redacted] 
[redacted] 
Re: Revdex.com complaint #[redacted]
       Macy’s account ending...

in 4840 
Dear [redacted]:
We are in receipt of your
recent complaint filed with the Revdex.com and forwarded to Macy’s
Executive Office.  As a liaison in this
office, I was asked to respond to your inquiry on behalf of Department Stores
National Bank. Thank you for the
courtesy you extended in our recent telephone conversation.  I again extend our apology for any
inconvenience this matter may have caused. 
My research confirmed that
the reason you are receiving merchandise certificates for your returned internet
orders is because the “ship to” information is different from the “bill to” information
on the order, even if you mark the box on the return form to credit the
original method of payment.  The premise
in these cases is that the merchandise is intended as a gift, and the recipient
would receive the value of the return to use in our stores. 
As we discussed, all but one of
the merchandise certificate amounts listed in your complaint have already been
moved to your Macy’s account.  We have
submitted the request for the remaining refund of $46.62 to be applied to your
account. Moreover, since this is not a
banking error, we cannot adjust the interest charged to your account. 
[redacted], thank you for
contacting Macy’s and allowing me to respond. 
Feel free to contact me at the number listed below if I may be of
assistance on another matter in the future. 
Sincerely, 
Michael J.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

December 22, 2016   [redacted], We are in receipt of complaint ID [redacted] regarding the customer who wants to return the furniture which has a strong chemical smell. I spoke to the customer and approved to refund her the entire amount she paid for the furniture with an...

understanding that she will dispose her furniture on her own.  At this time, Macy's will consider this matter closed. Thanks, Sincerely,Macy's Executive Office

April 28, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com ID #[redacted] Macy's [redacted] 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 you may have experienced and for any problems you encountered while attempting to resolve this issue. Per the enclosed Department Stores National Bank Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  In addition, if you have been paying less than the Total Now Due on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received.  The minimum interest charge is $2.00.  Applying the billing policy to your Macy’s [redacted] account ending in [redacted], the $2.00 interest charge that appeared on the billing statement for the period ending February 5, 2016, included interest for the funds loaned to you between the last bill date of January 8, 2016, and the date (January 13, 2016) that your $251.16 payment was applied to your account.  However, in researching this issue, I found a system error occurred regarding the delivery of electronic billing statements for those customers who are registered with [redacted] to receive online statements.  My review shows on February 9, 2016, $2.00 in interest was removed, March 9, 2016, a $28.00 late fee and $8.18 in interest was removed and April 22, 2016, the remaining $37.00 in late fees and $2.00 interest were removed leaving a credit balance on the account in the amount of $75.18.  I have requested a credit balance refund check be mailed, to the address above, for that same amount.  Please allow 7 to 10 business days for receipt.  Copies of the billing statements for period ending October 8, 2015 through April 7, 2016, an account audit for that same time period, and the Credit Card Agreement are enclosed for your viewing.In addition, I have cleared our internal records and requested that [redacted], [redacted], and [redacted] delete any record of delinquency associated with this issue from your credit bureau report.  Please allow the agencies approximately 7 to 10 days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.  [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 was sorry to see that this matter caused you to close your account and hope that you will allow us the opportunity to mend our business relationship.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]Enclosures / Mailed April 28, 2016cc: [redacted], Revdex.com

[redacted]   [redacted]
October 26, 2015
[redacted]
[redacted]
[redacted]
Re:  Better Business Complaint ID [redacted]
        Macy’s account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the RevDex.com.  As a representative of Macy’s
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.  I
intended to discuss this matter with you personally, but attempts to reach you
were unsuccessful.  I have listed my
telephone contact information below and would welcome the chance to speak with
you.
We
recently underwent a scheduled credit system update for the Macy's credit card
accounts and redesigned our macys.com website. 
We apologize for any frustration this may have caused you when we were
unable perform the necessary review and processing of your payment during that
time, and for the problems you encountered while attempting to resolve these
issues. 
Upon
review, I found that the Payment Due Date for the above referenced Macy’s
account is the 13th of the month, and we received your $34.55
payment on September 14, 2015. 
Therefore, a $25.00 late fee was applied to your account on September
13, 2015.  This late fee was removed on
September 17, 2015 and the adjustments appear on your October 16, 2015, billing
statement. 
Our
records indicate that prior to our credit system update your account was
registered online at macys.com to receive electronic billing announcements and
to discontinue paper statements.  Once
the credit update was completed, your account was again registered to receive
electronic billing.  If you are still
having problems navigating the credit website or if you prefer that we mail
paper statements, please contact me and I will gladly update your account to
reflect your preferences.
Thank
you for bringing this matter to our attention and giving me the opportunity to
reply.  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.  If I can be of further assistance, feel free to
contact me directly.  
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

April 24, 2018  [redacted] Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's...

Executive Office you do have my sincere apology for the concerns with receipt of your Merchandise Only Certificate. Upon researching this matter,  I did determine the MOC was actually mailed to you on April 17, 2018 for $100.06. You should have receipt within a few more days. We do regret any delay and the difficulty of determining the answer. Thank you for bringing this matter to my awareness and allowing me to provide an answer. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### cc: [redacted], Cincinnati Revdex.com