Macy's

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]

June 15, 2017[redacted]RE: [redacted] Case # [redacted] Case # [redacted] File Number [redacted]  Macy's Account ending [redacted] (former account ending [redacted])Dear...

[redacted]:I am in receipt of your complaints filed with [redacted] ([redacted]), [redacted], and [redacted] State Attorney General which were forwarded to Macy's Executive Office on May 22, 2017, May 23, 2017, and May 25, 2017, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). We sincerely regret any inconvenience you may have experienced regarding the issues surrounding your Macy's account.Records show the two (2) items you purchased on December 5, 2015 totaled $1,466.49 and were charged to a Club promotional offer. These items were returned over two days. You returned these items separately and credits were given in the amount of $733.25 on December 7, 2015, and $733.25 on December 8, 2015. These returns were correctly applied to the outstanding Club promotional balance for that purchase. The purchases of $862. 16 and $475.67 made on December 7, 2015 created two additional Club promotional balances on your account. These purchases were returned on December 8, 2015, for a total credit of $1,337.83. The New Balance shown on the billing statement with the closing date of December 17, 2015, in the amount of $4,230.64, is accurate. Unfortunately, the credits for $862. 6 and $475.67 were applied to two (2) Club promotional balances for purchases made on August 29, 2015, rather than the Club promotional balances that were established on December 7, 2015.On February 26, 2016, in an effort to resolve your concerns, we made adjustments to your account that increased the balance on the Revolving account by a total of $3,280.00 and decreased the balances on the Club promotions by $3,280.00. The total balance owed on your account was not affected by the adjustments made; however, the erroneous increase to the Revolving account balance in the amount of $3,280.00 was then subject to monthly interest charges.You contacted Customer Service on May 23, 2016, to file a dispute regarding the outstanding balance on your Revolving account and for credits you believed were not given for returns made from December 2015 to February 2016. At that time, you were advised to send documentation regarding your dispute. We received correspondence from you on June 21, 2016, regarding your dispute. Unfortunately, no further action was taken on your account until February 3, 2017, when we received additional correspondence from you, stating the charges listed on your billing statement were fraudulent from December 2015 to February 2016. At that time, the Macy's account ending in [redacted] was closed, and a new card ending in [redacted] was sent to you. On March 10, 2017, we conducted an investigation and determined that the charges on your account were not made fraudulently. -We agree that two (2) of your returns were not properly applied to the correct Club promotional balances in 2015 which increased the balance of the Revolving account and increased the amount of interest charges on your account. Therefore, we removed all interest charges in the amount of $993.74, and late fees in the amount of $138.00, that were charged to your account from December 17, 2015 to present, leaving an outstanding merchandise balance of S2,883,64 owed on your account.In order to resolve the issues with your promotional balances, we removed all existing Club promotions on your account and established two (2) new Club promotions with twelve (12) months to pay. One of the Club promotions has a balance of S380.67, and the other has a balance of $777.01. These promotional balances were calculated by deducting all the payments made to your combined Club promotional balances factoring in that the minimum payment due should have been S380.67 for the time periods of December 2015 to December 2016 when five (5) of the Club promotional balances expired.The Revolving account currently has a balance of $1,725.96 for a total balance of $2,883.64. The total minimum payment due is $124.00 for the entire account and is due by July 13, 2017.In addition, we have instructed the credit reporting agencies to update their records and remove the delinquencies as a result of this incident from January 2017 through June 2017. Please allow the credit reporting agencies seven (7) to ten (10) days to process our request.Thank you for bringing this matter to our attention and allowing me the opportunity to respond.Sincerely,Diane M.Macy's Executive'Office / I-###-###-#### Extension [redacted]cc: [redacted], [redacted]

Dear [redacted], We are in receipt of Revdex.com complaint number [redacted].  I have reached out to the customer and have carefully reviewed all issues she was experiencing.  I am accommodating the Macy's Money that would have been earned which was $65.00, in the form of a Macy's gift...

card.  Based on this information and speaking with the customer we are considering this matter closed satisfactorily.  Thank you.  Theresa S.Correspondent, Omnichannel Presidential | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]
January 25, 2016
[redacted]
Re:  Revdex.com ID [redacted]
        Macy’s account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to Macy’s Executive Office by the RevDex.com.  As a representative of this
office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.  I
apologize for any inconvenience you may have experienced.
Upon
review, the payment made of $62.05 on October 30, 2015, was accepted, and
posted to your Macy’s account successfully. 
However, we received a bank initiated dispute of the payment totaling
$62.05, which was honored and refunded to your bank account ending in 6352 on
December 9, 2015.  As a result, your account
was adjusted accordingly in addition to a late fee and interest charges being
applied on your December statement, resulting in a $66.57 balance.  If you have documentation from your bank
stating that the adjustment occurred as an error or that no dispute was
intended, please send it to me personally so I may further review your
inquiry.  As a courtesy, I have removed
the late fees ($31.00), and interest charges ($4.52) that were assessed in
December 2015, and January 2016. Your
balance as of the date of this letter is $62.05. 
I am
sorry that you felt this incident was due to your age, which is
disheartening.  Macy’s is committed to
having a diverse customer base and we do not condone or tolerate discrimination
of any kind.  I can assure you with
confidence that Macy’s promotes respect for all of its customers and values
their continued loyalty.
[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,
Stephanie P.
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. Sincerely, Tranesse S.Liaison, Omnichannel...

Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### ext:32921 Fax: ###-###-####

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.
WorryNoMore
has a strict policy that states we can only add the...

service up to 3 days after
the original delivery date. After review, our records indicate that when the
order was written and reserved on 8/8/2015, the sales associate stated you had
declined the WorryNoMore coverage. On 8/9/2015, we show we sent an order
confirmation and sales check confirmation which showed WorryNoMore had not been
purchased.
As
the next correspondence from you was on 11/18/2015, 16 days after delivery, we
are unable to add the WorryNoMore service. Please accept my sincerest apologies
for the inconvenience this has caused you.
Sincerely,
Jennifer C.
Macy's Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   I requested a change on my new address from USPS and I have received all the other statements or letters to my new address except from Macy's. I don't understand how I did not receive the statement from Macy's when all the other mails have come to my new address.How did the [redacted]l send the mail to my new address then?I would really like my credit score to be improved. Please help me resolve this matter.Thank you for helping me. 
Regards,
[redacted]

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. Marjorie was wonderful to speak to and hopefully I won't have any further issues with Macy's. 
Regards, 
[redacted]

I am writing in regard to complaint ID # [redacted]. I left a voicemail with my direct number requesting [redacted] return my call. I will discuss options to resolve the concerns she is having with the frame on the recliner.  Thank You,  Macy's Executive Office

October 30, 2017[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. I show that your concern expressed in your complaint has...

been resolved. The order mentioned has been refunded. Please contact our office at your earliest convenience at the number below so that I may verify this with you.Sincerely,Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040

[redacted], We are in receipt of complaint ID 12441582. In reviewing this customer’s concerns, we see Customer Service has setup a return for the mattress. The customer will be receiving full credit back on the mattress once pick up is completed on 11-14-17. At this time, Macy’s considers this...

issue resolved. Jill B.Sr. Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Dear [redacted]At this time, I have addressed all of the issues in the Complaint ID [redacted] The customer has had the merchandise in her home since September 2013. We sent a technician to the customer's home to inspect the merchandise and the merchandise was deemed in standard and not defective. Upon speaking with the customer regarding the results, the customer stated that she knows that there is nothing wrong with the mattress in her complaint other than she simply does not like the mattress. The customer did not contact Macy's at any time since receiving the mattress until May of 2017. Due to the information provided by the technician and the customer, Macy's was unable to assist the customer with a replacement mattress as there were no defects to the mattress. Based on this information, Macy's considers this matter closed and resolved.We do value [redacted] as a customer and would like to offer a 15% discount off a new mattress should she choose to purchase a new mattress. Thank you, Kristin T.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-####

February 24, 2017[redacted]Re: Macy's Account Ending in [redacted]         Better Business Complaint ID: [redacted]Dear [redacted]:  I am in receipt of your additional comments 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.A review of the above-referenced account shows a purchase totaling $59.92 was charged to your account on July 31, 2011.  This was an order placed in Macy’s for two (2) [redacted] Lipsticks.   I have enclosed a copy of the receipt for your records.  Please find copies of available statements for the period ending August 1, 2011, through June 1, 2012.  We show one (1) payment totaling $25.00 was received on October 4, 2011.  No additional payments were received resulting in monthly late fees and interest charges until the account charged off on April 1, 2012.We are no longer actively collecting on this account; however your voluntary payment may be mailed to Macy’s [redacted].  Once the balance is paid in full, we will instruct the credit reporting agencies to update their records to show the account as a paid-in-full charge-off.    Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on January 19, 2015, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.  It is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or bank error.  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.  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.Macy's Executive Office###-###-#### Extension [redacted]Enclosures sent via mailcc: [redacted]     The 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]

Dear [redacted], We are in receipt of Revdex.com Complaint ID # [redacted].  I have spoken with [redacted] and 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: ###-###-####

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. 
My view on the matter is that I have already complied with their request over a year ago. I faxed Macy's the documents in question the moment this issue originally occurred. I find it extremely inconvenient to continue to go back and forth with Macy's in this regard. The last time I contacted Macy's I was advised by a gentleman named Jefferey that he could see the documents and did not need the documents again. As far as this individual sharing other public records with me was never brought to my attention I will contact the appropriate credit bureaus to freeze my SSN because this is obsured! 
Regards,
[redacted]

P[redacted]   [redacted]   October 24, 2016   [redacted]   Re:  Revdex.com, Complaint ID [redacted]...

       Macy’s American Express 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.   I was disappointed to learn of the unauthorized use that occurred on your Macy’s American Express account and apologize for the poor service you received when attempting to resolve this matter with Macy’s Consumer Protection Department.  We understand that the presence of fraudulent charges on your account can be alarming, and we try to investigate and clear any occurrences of fraud as soon as possible.  I have forwarded your complaint and this letter to the appropriate management of our Consumer Protection Department to determine what may have prevented prompt removal of the fraudulent charges on your account, and to address the service experience you described with the phone representatives.   In light of this situation, I am pleased to advise our Consumer Protection Department removed the fraud from your account and credited a total of $513.96 in unauthorized charges and related transaction fees, $64.00 in late fees, and $9.68 in interest charged to your account as a result of this matter.  It appears that you may have inadvertently over paid your Macy’s American Express account so your account currently has a credit balance of $55.60.  This credit balance will be refunded to you automatically via a Credit Balance Refund Check if you do not shop against it or request a Credit Balance Refund check within 60 days.   Unfortunately, it appears that due to the delay in clearance of fraud from your account, your account went delinquent for 30 days and it was automatically reported to the credit reporting agencies.  Rest assured we have corrected this matter by requesting that the credit reporting agencies remove this delinquent reporting from their records.  Please allow up to 30 days for this change to be corrected on your credit report.   Thank you for bringing this issue to our attention and for your patience while we resolve this matter.  If I may be of further assistance to you, please contact me directly at the telephone number listed below.      Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Macy’s Consumer Protection Management  [SC1]Pending adjustments

Dear [redacted] I am in receipt of Complaint ID [redacted]. We have spoken with [redacted] and have addressed all issues in the complaint. Based on this information, Macy’s considers this matter closed and resolved. Thank you, Kristin T.Liaison, Omnichannel Executive...

Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-####

Macy's hold two times the amount in my credit card therefore it hold my available credit to make other purchases in my credit card. The dispute has not be resolved since I contacted them. THey have not called me address the problem. 
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]

July 12, 2016[redacted]Re:    Revdex.com Complaint ID [redacted]Revdex.com Complaint ID [redacted]Revdex.com Complaint ID [redacted]Macy’s Account ending in [redacted]  Dear [redacted]:  I am in receipt of your complaints filed with the Revdex.com, which were 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.  I had hoped to speak with you personally regarding this matter; however, my attempts to reach you were unsuccessful.  Please accept my apologies in the delay in response.In reviewing your account, I found that you were issued two return credits ($78.33 + $2,882.33) totaling your original purchase amount ($2,960.66.)  Unfortunately, the returns were misapplied to your revolving account and several attempts were made to apply these credits back to your promotional account.  Although only $2,350.66 was moved as the return, $610.00 in payments were not moved from the promotional account to the revolving account.  I’ve enclosed an audit of your account for your review.  The balance on both account types at the time your club account expired was accurate. In the interest of customer service, we have credited your account a total of $192.00 in late fees, and $160.51 in interest charges that have been charged to your account over the past year.  As of today’s date, your account has a balance of $863.87 with a minimum payment of $27.00 due by, September 26, 2016. In addition, your credit line has been re-established to the $5,700.00 you had prior to these billing errors.  I also requested the credit reporting agencies to delete any prior delinquency reported on this account from your credit report since September 2015, due to this matter.  Please allow up to 30 days for the updated record to reflect on your credit report. In regard to the defective jewelry piece you were seeking to replace, it would be my pleasure to honor your original purchase price.  Please contact me so we can arrange this replacement order.  If email is a more convenient means of communication, you may reach me personally at [email protected] you for allowing me the opportunity to resolve this matter for you.  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]Enclosurescc: [redacted], Revdex.com