Macy's

P.O. Box 8220 Mason, OH 45040   January 18, 2018     [redacted], **  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]...

[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 (DSNB).  Please be assured that the Bank is in compliance with all Federal and State laws in our credit practices.    According to the terms of the DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly billing statement, a late fee and interest charge are applied to your account.  Furthermore, for any month the balance-in-full is not paid, interest charges are assessed based on the daily balance (including new transactions).  The minimum interest charge is $2.00.  In addition, we may report information about your account to the credit reporting agencies, which may include a credit limit, total balance due, minimum payment due and payment history.   Applying this billing policy to your Macy’s account, the $37.68 interest charge that appeared on your billing statement closing date of August 24, 2017, included interest assessed between the last period ending of July 24, 2017, and the date (August 23, 2017) that your $1,786.12 payment posted to your Macy’s account. When no further payments were received, the account continued to accrue interest charges and late fees and your account was reported past due to the credit reporting agencies.   Our records indicate that your Macy’s account is enrolled to receive electronic billing alerts to [redacted].  I have confirmed that the e-mail notifications were delivered and opened.  These statements show the balance due, minimum due, and payment due date.  Copies of your billing statements for the periods ending July 24, 2017, through December 24, 2017, are enclosed for your examination.   We received your payment for $145.04 on December 15, 2017.  Had you paid the $37.68 interest charge by the payment due date and not made any new purchases, you would have had a zero balance the next month and would not have been charged late fees or additional interest.  On January 7, 2018, while speaking with an associate, three (3) late fees were removed as a courtesy, resulting in a $103.00 credit balance.  You may use this towards future purchases or we will send a Credit Balance Refund Check if the credit has been on your account for sixty (60) days.  If you prefer that a check be mailed sooner, please contact our customer service department at the telephone number on the back of your Macy’s card.   It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to report accurately, activity to the credit reporting agencies, whether favorable or unfavorable, to the customer.  Since the information we are reporting is accurate, we are unable to remove any delinquency from your credit report.  However, on January 10, 2018, we requested the credit reporting agencies update their records and report your account as “customer disputes reporting”.   [redacted], we are sorry for disappointing you in this matter, but we must adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  Your business is important to us, as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted], Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. After speaking with the customer we have agreed to honor the pricing of a comparable item when he chooses to do so. Based on this information we are considering this matter closed satisfactorily. Thank you. Theresa S.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. 
Regards,
[redacted]I am trying to resolve this problem. The Macy's contact there sent Revdex.com a letter that the matter had been resolved and that she had sent me a en email to that effect.. I haven't received anything.. I would like to sign off resolved for the Revdex.com but I'd like a copy of macys email.. I think the contacts name was Tara?Thank you......

January 09, 2017  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com  re: Revdex.com Complaint ID: [redacted] 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. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted]

February 21, 2017[redacted]  [redacted]Re: Macy's Account Dear [redacted]:  I am in receipt of the additional response you submitted to the Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank.  It is unfortunate that we received this response before you had an opportunity to receive our letter sent to you on February 15, 2017.  Please find a copy of that response letter for your review.  Our records do not show that we have an account listed under your name.  However, we were able to confirm that you were listed as an authorized buyer with the Macy’s account number you listed on your original complaint.  Please understand, because you do not have ownership of the Macy’s account that appeared on your credit report, we are not able to provide you with any personal information regarding this account.  We have confirmed that the Macy's account you referenced in your complaint is no longer reporting on your credit report with the credit reporting agencies.[redacted], please feel free to contact us at the address below if you have further questions regarding this matter.Sincerely,Diane M.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: Revdex.com      Case# [redacted]

[redacted]   [redacted]   July 25, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint 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 (DSNB).  Please accept my sincere apology for any for any frustration that you may have experienced regarding your above referenced Macy’s account.    Please be assured that the service you described receiving is not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and knowledgeable Customer Service associates, so that all of our customers’ questions and needs are addressed and resolved efficiently. It appears we may have fallen short of this goal when you were told we could not provide assistance until you made your payment.  I would like to thank you for the time you took to share this situation with us, as it provides us an opportunity to follow up with the appropriate action.   According to the terms of the DSNB Credit Card Agreement, we may report information about your account to the credit reporting agencies, which may include a credit limit, total balance due, minimum payment due and payment history.  In addition, we may review your account's payment history and activity, as well as information provided by outside credit reporting agencies, and increase or decrease your credit limit for any reason as permitted by law.  We will notify you of any change, but the change may take effect before you receive the notice.    My research found that all monthly statements were mailed to you at the address you provided as your billing address.  There is no record of returned mail, which suggests that you received the monthly billing statements for this account.    Our records indicate that on June 15, 2017, you requested we not contact you by phone, while speaking with an associate, and your account was coded “Do Not Call”.  When we did not receive a payment on the June 10, 2017, or July 10, 2017, due dates, your account was reported as thirty (30) days delinquent for the month of July 2017 to the credit reporting agencies.  Your account was brought to a current status when we received your $106.38 payment on July 18, 2017.  As of the date of this letter, your account has a balance of $178.96 with no minimum payment due.    In addition, on July 14, 2017, the account credit limit was lowered from $600.00 to $300.00.  I have enclosed a copy of your billing statements for the periods ending May 14, 2017, through July 14, 2017, as reference.  Regarding auto payments, we found no record of you registering for automatic payments on macys.com.  If you have automatic payments through another source, we are unable to verify that information.    It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity to the credit reporting agencies, whether favorable or unfavorable, to the customer.  After my review of the delinquency on your account, I found the information to be correct; therefore, I am unable to remove the delinquency from your credit report for July 2017 as you requested.  However, on July 20, 2017, we requested the credit reporting agencies update their records and report your account as “customer disputes reporting”.   [redacted], we are sorry for disappointing you in this matter, but we must adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  I regret this matter caused you to close your account.  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 on July 25, 2017  cc:  [redacted], Revdex.com

[redacted]   [redacted]
April 7, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint [redacted]
        Macy’s [redacted]...

account ending
in [redacted]
Dear [redacted]: 
I am in receipt of the complaint filed by [redacted]
[redacted] with the Revdex.com on your behalf.  Because this is an individual account in your
name only, I am addressing my letter directly to you.  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 frustration this matter may have caused you.
In
researching your account, our records indicate that the $69.75 charge is shown
on your billing statement for the period ending September 18, 2015, with a
minimum payment of $27.00 due on October 16, 2015.  The full payment of $69.75 was received on
October 20, 2015, which resulted in a $27.00 late fee and a $2.00 interest
charge.  I show that your monthly billing
statements were mailed to you at the address noted above.  We have no record of returned mail by the
U.S. Postal Service as undeliverable, which suggests you received the billing
statements.  As reference, enclosed are
copies of the billing statements for the periods ending September 18, 2015,
through March 20, 2016.
As stated in our Credit Card Agreement, a late fee is
applied if the Minimum Payment Due is not received by the ''Payment Due Date''
shown on your statement. Your payment due date on your account is the sixteenth
(16) of each month.  We reserve the right
to waive part, or all, of this late payment fee in the case of certain
delinquencies without losing the right to impose this fee in future billing
periods.  Therefore, I have removed a
total of $105.07 in late fees and interest charges, resulting in a credit
balance of $105.07.  I have taken the
liberty of requesting a Credit Balance Refund Check for this amount.  You should receive the check at the address
listed above in 7 to 10 business days.
As the balance was paid in full, we have cleared our
internal records of any delinquency associated with this issue, and have
requested that [redacted], [redacted], and [redacted] update their records and
remove the delinquency reported for October 2015 through March 2016.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.
Thank you for bringing this
matter to our attention and allowing us the opportunity to respond.  If I may be of any further assistance, please
contact me at the telephone number listed below.
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed April 7, 2016
cc:  [redacted],
Revdex.com

May 5, 2016 [redacted] Re:    Revdex.com Complaint #[redacted]          Macy’s [redacted] account ending in [redacted] Contact Date With Customer:  April 29, 2016 Complaint...

Summary:  [redacted] had a $50.00 credit on her Macy’s [redacted] account and had requested a refund check be sent to her in January 2016. She was told she would receive the check in 7-10 business days, but the check was never received.  She contacted Macy’s sometime in February/March regarding the missing check and was informed the check was never sent. Resolution:  Brian J. called and spoke with [redacted] and apologized for her experience. [redacted] informed him that she was in receipt of the latest check we mailed to her.  He confirmed that her account was closed.  This resolved her concerns. Carye C. Macy’s Executive Office ###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

A credit has been issued and the complaint has been resolved satisfactorily.Regards,

P.O. Box 8220 Mason, OH 45040RE: Revdex.com Complaint ID[redacted]Dear [redacted]: I am in receipt of your complaint filed with the Revdex.com (Revdex.com), concerning your above referenced Macy's account. As a representative of Macy's Executive Office, I was...

asked to review and respond on behalf of Department Stores National Bank (DSNB). I am sorry to learn you continue to have concerns regarding the reporting of your account to the credit reporting agencies. Our records indicate that we have responded to your concerns recently on April 10, 2018, and in our response dated April 18, 2018, (copies enclosed).We understand that you are attempting to improve your credit report by requesting that we modify the payment history associated with your Macy's account. In applying for this Macy's account and making purchases and payments, you consented to be bound by the terms of the DSNB Card Agreement. As explained in the letter dated April 10, 2018, the delinquency related to your account was not a result of a billing or bank error. We are required to report accurate account history and payment performance to the credit reporting agencies. We have reviewed your concerns once more and our decision has not changed regarding this matter. Based on the information outlined in the response letter you received, we are unable to accommodate your request to remove the delinquencies related to this issue. As of the date of this letter, your account is closed with a zero ($0.00) balance. I hope that you can understand our position on this matter, although it may differ from your own. We must be fair and consistent to all customers. If I may be of any further assistance, please feel free to contact me at the telephone below. Sincerely,Macy's Executive Office#-###-###-#### Extension Enclosurescc: [redacted], Revdex.com

[redacted]   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
     Bloomingdale's account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaint forwarded to Bloomingdale's Executive
Office by the Revdex.com.  As
a representative of this office and because I am familiar with your file, I was
asked to review and respond to your concerns on behalf of FDS Bank. Please accept my personal apology for any
inconvenience you may have experienced.  
Thank
you for your voice mail message on December 30, 2015, stating that the $217.16
from your account's credit balance posted to your bank account.  I apologize for the length of time it took to
resolve this issue for you.
[redacted]
[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.
Bloomingdale's Executive
Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me at this time. 
Regards,
[redacted]

Hello [redacted] We received the complaint for [redacted] regarding ID#[redacted]. The customer was dissatisfied with the return process on a recliner. This merchandise has since been returned and credited to the customer’s account. I spoke with the customer and advised that I will send feedback...

regarding the process to make sure this doesn’t happen in the future. We allowed a discount on a new purchase and the customer was satisfied with this resolution.   Macy’s Executive Office Terri W.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

Dear [redacted],I am in receipt of Revdex.com Complaint ID #[redacted]. I have spoken with [redacted] and I have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Sincerely, Yvonne  F.Liaison, Omnichannel Executive...

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

I am in receipt of Mr. [redacted]'s complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to his concerns. Unfortunately, I have been unable to speak to Mr. [redacted] directly. I have, however, left him several messages regarding his concerns. To date, I...

have not had a response back from Mr. [redacted].Based on the above, Macy's considers this complaint closed. Sincerely,Colette O[redacted]Macy's Executive Office###-###-#### Extension [redacted]

My complaint regarding Macy's and lost merchandise has not been resolved yet. 10/8/17  Corporate did contact me & after several phone calls sent me a free item and told me to go into the store where I made the original purchase and they would have my lost items waiting for me at the counter to pick up.   My husband went in my place to Macy's. He was told he needed my debit card because he  would have to repurchase the items and then Macy's would refund that purchase to my card. So my husband explained he does not carry my debit card, & he was not told this.  The clerk called for a manager at my husbands request. After 15 min. or more of waiting my husband asked the clerk where the manager was. The manager never came and the clerk sincerely apologized and stated she could not help us without a manager.She apologized for the manager not coming. The clerk then  stated that corporate did not communicate well between them and us and again apologized for the confusion. My husband was very uncomfortable with this whole situation. He should not of had to go thru this.She apologized again because she could not help us.   I then called corporate that night & asked what I needed to do to resolve this and explained what my husband went thru and asked why I was not told he needed my debit card.  After 3 or 4 days  corporate returned my call and stated that he was perfectly clear with the store & he was just going to issue me a full refund at this point. He apologized for not returning my call in a timely manner and explained he was busy with Macy's fall product line. He said he would send me a free gift with a full refund and this has not happened. The purchase was made in July. Now I feel very uncomfortable going to Macy's because they have made me feel as tho I am at fault here. I would of went to Macy's with my debit card if I knew this. My question is do I wait for corporate or do I go to the store? I thought my refund would happen automatically with my card on file but I have not seen this happen.

[redacted]   [redacted]
February 18, 2016
[redacted]
[redacted]
[redacted]
Re:    Revdex.com 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.
According to the Department Stores National Bank 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. 
The fee will be $27.00; or $38.00 for any additional past due payment
during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account
carries a balance.  The minimum interest
charge is $2.00.
Your billing statement for
the period ending April 6, 2015, had a $124.13 balance with a $25.00 minimum
payment due by May 6, 2015.  We received
a $25.00 payment on May 6, 2015. 
However, this payment was returned to us unpaid by your bank on May 13,
2015 because the bank was unable to locate a checking account that matched the
number you entered online. This caused a $25.00 return check fee to be charged
to your account.  We received a $50.00
payment on May 14, 2015.  When we did not
receive any payments for the July 6, 2015, and August 6, 2015, due dates your
account was charged the applicable fees in accordance with your credit card agreement,
and we reported your account 30 days past due to the credit reporting agencies.
On August 30, 2015, we
received a $100.00 payment, which brought the balance on your account to
$109.22 with a $78.23 minimum payment due by October 6, 2015.  When we did not receive a payment by this due
date, your account was charged an additional late fee and interest charge,
bringing your account balance to $111.22 with a $111.22 minimum payment due by
November 6, 2015.  On October 10, 2015,
we received a $73.22 payment.  This
payment was less than the $111.22 minimum payment due; therefore, your account
continued to be charged additional fees and we reported your account as 30 days
past due to the credit reporting agencies. 
The billing statement for the period ending on November 9, 2015, had a
$78.00 balance with $78.00 minimum payment due by December 6, 2015.  When we did not receive a payment by this due
date, your account was charged additional fees and we reported your account 30 days
past due to the credit reporting agencies. 
On December 11, 2015, we removed a total of $118.00 in accumulated fees,
which brought your account to a zero balance.
Although the fees were
properly charged, we cleared our internal records of any delinquency associated
with this issue since the delinquent balance was entirely fees and interest
charges after we received your $100.00 payment on August 30, 2015. We requested
that [redacted], [redacted] and [redacted] delete the late payment history for the
months of October and December 2015 from your credit report.  Kindly allow at least seven (7) to ten (10)
days for the agencies to modify their records to reflect the information
contained in our request.
Unfortunately, we are unable
to remove the 30 days delinquency reported for August 2015.  However, on February 8, 2016, we instructed
the credit reporting agencies to update their records and report your account
as 'customer disputes reporting'.
I am
aware you are attempting to improve your credit report by requesting that we
modify the payment history associated with the above referenced Macy’s
account.  As a credit provider, we are
obligated to report the account accurately to the credit reporting agencies,
whether it is favorable or unfavorable to the customer.  After researching the delinquency on your
account, we found the information to be correct. 
[redacted], while I understand this is not full
resolution you were seeking, we appreciate the time you took to contact us and
allowing me the opportunity to respond. 
If I may be of additional assistance, do not hesitate to contact me at
the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

May 3, 2017     [redacted]   Re: Revdex.com, Complaint ID [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.    Please accept my apologies for any frustration you may have experienced surrounding the returning of a set of pearls you purchased at Macy’s.  While our associates were correct in stating that jewelry items can only be accepted with the tag attached, I regret that they did not understand or take into consideration, the circumstances you described in your complaint.   As a company committed to outstanding service, it is always a concern when one customer is not satisfied with the level of service received.  The service you described is certainly not the typical level of quality customer service we expect from our associates. While we do not like to hear that we disappointed you, 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.   In order to resolve this matter, I forwarded your complaint to Tom I., the Vice President Store Manager of Macy’s [redacted].  While I understand that you attempted to reach Mr. I. once before, unfortunately, he did not receive your voicemail.  Mr. I. informed me that he would be happy to look into this further and will have a member of his team contact you to arrange a time to accept your return. Should you have any questions, please contact the store's Executive Office at ###-###-####, extension [redacted].   I am sorry this matter was not resolved prior to you filing your complaint, but I appreciate you bringing this to our attention and allowing me the opportunity to respond to your concerns. 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 I may be of further assistance to you, please contact me at the telephone number listed below.   Sincerely,    Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  Mr. Tom I., Vice President Store Manager - Macy’s, The [redacted]       [redacted], Revdex.com

February 14, 2017     [redacted]   Re: Revdex.com, Complaint ID [redacted]   Dear [redacted]:   I am in receipt of your additional comments filed with the Revdex.com, which were forwarded to Macy’s Executive Office.  As a liaison in this office, and because I am familiar with this matter, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.    I was pleased to receive your voicemail on January 19, 2017, indicating your interest to resolve this matter.  I returned your call on January 20, 2017; however, you were not available, so I left a message with my contact information.  I apologize if this delay caused you any frustration.   I am pleased that on January 27, 2017, we finally connected.  It was a pleasure speaking with you!  As I advised during our conversation, with the information you provided, we were successful in submitting a request to the credit reporting agencies to remove the credit report inquiry from your report that originally appeared on August 26, 2016.  This request was transmitted to all three credit reporting agencies ([redacted], [redacted], and [redacted]) on January 27, 2017, and it may take up to thirty (30) days from this date for the changes to reflect on your credit report. This letter will serve as confirmation of our request in the interim.   [redacted], I appreciate you allowing me another opportunity to assist you.  Please be assured that at Macy’s, we are committed to serving our customers and strive to resolve issues that are brought to our attention.  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

October 19, 2015  [redacted] [redacted] [redacted]  Re: RevDex.com Complaint ID [redacted]        Macy’s account ending in [redacted]  On behalf of Department Stores...

National Bank:     Contact Date
with Customer:  September 30, and October 5, 2015 Complaint Summary:  [redacted]
[redacted] was unable to access account online. Resolution:  I first called
[redacted] and apologized to him for problems he encountered with our
website.  At that time, I learned that he
could access macys.com, but was unable to transfer to the credit website.  I contacted Macy’s technical assistance
department and arranged for a member of their management team to call [redacted]
personally to assist him with accessing the account online.  After he was contacted and able to navigate
the credit website, I called him back to be sure he was satisfied with the
resolution.    Ms. Randi P. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], RevDex.com