Macy's

October 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy’s [redacted] account ending
in [redacted]
On behalf
of...

Department Stores National Bank:
Contact date with customer: October 22,
2015
Complaint Summary:  [redacted] contacted our office to advise that
there is a missing payment of $30.00 from her Macy’s [redacted] account sent
June 3, 2015.  She has been in contact
many times with our payment research department trying to resolve this problem
since that time.  Also, fees have been
applied to her account. 
Resolution:  I issued a $30.00 credit adjustment, and
verified that all fees that had been applied to the account have been removed, bringing
the account to a credit balance of $4.77. 
I submitted a credit bureau correction for the delinquency related to
this matter.  I called [redacted],
apologized for this issue and explained the actions I have taken to solve this
problem.  This resolved the complaint for
her. 
Michael
J.
Macy’s
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com

[redacted],
We
are in receipt of Complaint ID #[redacted] regarding the delivery fee applied to
the customer's order.  In reviewing the
order, we have verified 2 adjustments were authorized as compensation for the
issues with the delivery, including a partial refund of the delivery...

fee.  Additionally, a third adjustment has been
offered to the customer to keep the merchandise in its current condition. Due
to the 2 previous adjustments and the 1 pending adjustment, we are unable to authorize
any further compensation for this issue. If the customer does not agree, we
will approve a return for the ottoman purchased. Upon receipt of the returned
ottoman at our warehouse, a refund for the remainder of funds on the order will
be credited to the customer's account. 
If the customer has any additional concerns regarding this matter, our
office can be contacted directly.
Thanks,
Macy's
Executive Office

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: ###-###-####

July 23, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint ID [redacted]Macy’s Account ending [redacted]On behalf of Department Stores National Bank:                              ...

              Contact Date(s) With Customer:  July 18, 2016Complaint Summary:  [redacted] stated she overpaid her account by $58.00 and requested a refund in February 2016.  She stated she called multiple times with no resolution.Resolution:  I called [redacted] on July 14, 2016, and her phone rings directly to voicemail. I left a message requesting a callback.  She returned my call on July 15, 2016, in which I called her back but got her voicemail again.  I left a detailed message explaining that the credit refund was processed on February 8, 2016, and that the creditor name will show as [redacted] versus Macy’s.  I requested she double check her bank statement for that time period and if she still did not see the credit to email me her bank statement for February 8, 2016 through March 8, 2016.  I called the customer again on July 18, 2016, and left her another message outlining the same.  I received an email from [redacted] stating that she found the credit posted from [redacted] and thanked me for my assistance.  The customer is satisfied with the outcome and the complaint has been closed.Sincerely,Monique M.Macy's Executive Office###-###-#### Ext [redacted]cc: [redacted], Revdex.com

February 13, 2018[redacted]RE: Revdex.com Complaint ID #[redacted] Macy’s Account Ending in [redacted]Dear [redacted]:I am in receipt of your recent correspondence forwarded to us by the Revdex.com. As a representative of Macy’sExecutive Office, I...

was asked to review and respond to your concerns on behalf of Department Stores National Bank(DSNB). I sincerely apologize for any inconvenience or frustration you may have experienced due to the matters outlined inyour complaint.An analysis of your account shows that on March 25, 2017, you spoke with a member of Macy’s Fraud Department andreported eleven (11) fraudulent transactions totaling $3,021.46. During your conversation on March 25, 2017, it wasexplained that you are not responsible for the fraudulent transactions and that the pending fraudulent transactions would becancelled.Although a review of your phone calls with Macy’s Fraud and Customer Service Departments did not indicate that wedeclined to accept a payment from you, our records indicate that we received a $210.17 payment to your account on June 30,2017, for purchases you made on March 8, 2017, and March 10, 2017. The late fees and interest from your March 2017purchases were credited as a courtesy; however, it appears that the fees and interest from the fraudulent purchases continuedto be charged to your account, ultimately totaling $316.55, as reflected on your January 2018 billing statement. All late feesand interest charges were removed, and the account is closed with a zero ($0.00) balance.We have cleared our records of any delinquency associated with this issue and have requested the credit reporting agenciesupdate their records and delete any history of delinquencies from March 2017 through February 2018. Please allow theagencies approximately thirty (30) days to make the necessary corrections to their files. This letter will serve asconfirmation of this request.[redacted], thank you for giving me the opportunity to respond. Please do not hesitate to call me at the telephone numberlisted below if I may be of further assistance.Sincerely,Durand C.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].  I do not feel their explanation for the $2 charge is satisfactory because I always paid my account in full, so there should be no charge, but the account is no longer affecting my credit negatively so I will accept their response.
Regards,
[redacted]

We are in receipt of your letter dated March 20, 2016 from [redacted] regarding a complaint he has with the purchase made by his wife [redacted] on March 19,...

2016. We were contacted by [redacted] on March 23, 2016 regarding the purchase made by his wife and to inform us that he placed a Stop Payment on the check that was submitted for the purchase. A customer service ticket was created and sent to the Winchester Virginia office to inform the manager and the independent contractor of the complaint filed by [redacted] and the Stop Payment that was placed on the check.Since the product was never paid for by [redacted] a refund was not issued for this purchase. Arrangements were made for the product to be picked up on April 5, 2016. A signed receipt by [redacted] (#[redacted]) was obtained when the product was picked up.We continue to be ready to work with [redacted] if he needs further assistance with this matter. The number to our customer service department is ###-###-#### and is open Monday through Friday 9 a.m. - 5 p.m.

June 15, 2016 [redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in [redacted] On behalf of Department Stores National Bank:  Contact Date with Customer: June 1, 2016 Complaint Summary:  [redacted] thought that she had a credit balance on her Macy’s [redacted] account from a payment of $36.44 on September 17, 2015.  She wants that amount applied to her recent purchase of $32.92. Resolution:  I called [redacted] and apologized for any concern or misunderstanding there may have been about her account balance.  I explained that she had not had a balance since September 2015 because the payment had been applied to a purchase of $36.44.  However, as a courtesy to [redacted] I adjusted the purchase amount of $32.92, and removed the late fee and interest charges totaling $29.00, for a zero ($0.00) balance.  I also removed the record of delinquency from our records associated with this situation and directed the credit bureaus to correct their records as well.  This resolved her complaint.  Michael J.Macy’s Executive Office  ###-###-#### Extension [redacted] cc: [redacted], Revdex.com

July 31, 2017   [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted] (stolen/closed)        Macy’s account ending in [redacted] (stolen/closed)        Macy’s account ending in [redacted] (stolen/closed)        Macy’s account ending in [redacted] (closed)   Dear [redacted]:   We are in receipt of your additional complaint filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to respond to your inquiry on behalf of Department Stores National Bank.   Our position on this matter has not changed. While we cannot speculate what it may be, if you have some evidence that you feel would be sufficient to corroborate your fraud claim, you may send it to us for further investigation. We are unable to remove the charges from your Macy’s account unless additional information is provided. Please be aware that not all store transactions are recorded on video.   As you were previously informed, each of your Macy’s accounts was promptly closed when we were notified of the disputed charges. Moreover, I did not find that Macy’s sent you a letter informing you that your account balance was zero ($0.00). Also, our records confirm that replacement cards were mailed to you at the address shown above. I regret that you did not receive any of them. For additional information, I invite you to speak with a supervisor in our Fraud Department by calling ###-###-####.   [redacted], feel free to contact me at the telephone number listed below if you need assistance on another matter in the future.   Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

November 17, 2017  [redacted] Re:  Revdex.com Complaint ID #[redacted]        Store experience Dear [redacted]: It was a pleasure to speak with you on November 16, 2017, and thank...

you for the courtesy you extended to me regarding your complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office. As a representative in this office, I was asked to review and respond to your concerns. Please know again that we sincerely apologize for any inconvenience or frustration that you may have been caused. Macy’s goal is to have professional and knowledgeable staff available, so that all of our customers’ questions and needs are addressed and resolved efficiently. I regret this did not happen when you spoke with Simone and Minnie while attempting to get your merchandise which you purchased online and arranged to pick up at Macy’s [redacted] store. While we do not like to hear we disappointed you, your feedback is critical as it assists us in understanding our customer’s experiences and directs our attention to areas in which we can improve our service quality. I am glad that our Store Manager Laura spoke with you. I followed up with her, and we assure you that this matter has been thoroughly reviewed, and addressed with the associate and manager involved. Due to personal laws, I am unable to discuss any details. [redacted], thank you again for taking the time to bring this matter to our attention and allowing me the opportunity to respond. If you have any additional questions, please contact me at the telephone number listed below. Sincerely,  Regina M.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com       [redacted] Store Manager .

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.  Unfortunately I cannot access Macy's account due to lack of full computer access (I am on the [redacted] with temporary orders and site is secured only), nor do I have my Macy's card information as I am in field training. As of July 31, 2017 this charge had not been deducted. But if it is corrected at this time that was all I had asked for. I will send a copy of the letter stating otherwise to Macy's office so they are aware of their customer service sending out letters stating otherwise. Thank you for your prompt response.
Regards,
[redacted]

Dear
[redacted]: 
We
received the complaint for [redacted] regarding ID number [redacted]. The
customer stated they have been inconvenienced by the way in which the package
was delivered for macys.com order [redacted]. 
As per their request, a full refund in the amount...

of $52.00 has been
issued and will post in the next three to five business days to their [redacted] account.  At this time, we have responded
to all concerns and consider this complaint closed.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  [redacted] voicemail box was full, so we have e-mailed [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.   Sincerely,Julie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Mr. [redacted] bought the vehicle in August. On the day of delivery our service department was asked to look at the vehicle. A technician did drive the vehicle with no issues at all. There were no leaks noted at the time of delivery or during the used car inspection a month earlier. There were no...

repairs performed and there was no fluid added to the clutch system contrary to what Mr. [redacted] stated. The vehicle was driven over 9,000 miles without incident after delivery. At no time did the customer complain of a sloppy pedal or sticking clutch, fluid on the ground or any other issue with the vehicle. After the accident Mr. [redacted] did contact and have discussions by email with our Fixed Ops Director Derek D[redacted] about the clutch. Mr. D[redacted] refused to pay for the master cylinder based on the amount of miles (over 9000) the car had been driven without incident. Mr. [redacted] was asking for JSA to pay for the repairs to the clutch cylinder for $500.00. By our estimating software the repair should have been in the range of $250-$300. Mr. D[redacted] offered to perform the repairs for $250 if the vehicle was brought here as he felt the customer was being overcharged for the repair. It is clear in the email exchange that if the repairs were performed elsewhere that JSA would not participate. Mr. [redacted] chose to allow the body shop the car was at to perform the repair for $498.00. We do not feel we have done anything wrong in this situation and did make an offer to save the customer some money by making the repair at a lower price. The customer chose a different route on his own after our offer had been clearly stated.

January 16, 2017[redacted]Revdex.com Cincinnati1 E 4th StSutie 600Cincinnati, OH 45202Re: Response to Revdex.com Complaint ID: # [redacted]Dear [redacted]: We are in receipt of Revdex.com Complaint ID...

#[redacted]. We have spoken to [redacted] and have reviewed all matters as expressed in the complaint. The merchandise has been reshipped and we are sending her a gift card due to the inconvenience and frustration. At this time, we consider this issue resolved.Thank you. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]

August 18, 2016   [redacted]  [redacted]  [redacted]    Re:  [redacted] Case #[redacted]         Revdex.com Complaint ID [redacted] and [redacted] ...

       Macy’s store accounts ending in [redacted] and [redacted]   Dear [redacted]:    I am in receipt of your complaints filed with the Consumer Financial Protection Bureau, Revdex.com, as well as your letter directed to [redacted], Chairman and CEO of Macy’s Inc., and your message submitted through the Macy’s “Tell Us What You Think” website.  They have been forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your ongoing concerns on behalf of Department Stores National Bank.  Please accept my apology for any frustration this matter may have caused you. Thank you for the courtesy you extended in our telephone conversation on August 4, 2016.    My research confirmed that your complaints contain many unfounded accusations.  I attempted to briefly respond to them on our telephone call.  Each one is addressed below: ·         Statements for both accounts are being mailed to the address noted above. There is no record of mail being returned by the post office.  You are being billed correctly.  Your payments have been made in a timely manner in the amounts required. ·         The Special Event, deferred-interest payment plan on your Macy’s account ending in [redacted], expired on January 22, 2016.  ·         In February 2016, we mailed you duplicate statements for the account ending in [redacted] for your records, for the months of October 2014, through January 2016, as validation of the amount owed.   ·         As of the date of this letter, your Macy’s account ending in [redacted] has a balance of $4,959.83.  This balance is an accumulation of your past purchases and interest charges.  A late fee of $25.00 was removed as a courtesy to you on July 27, 2016, which reduced the minimum payment to $304.55, (including $148.07 past-due), which is due by August 22, 2016.  The account was closed on July 11, 2015. ·         The Macy’s account ending in [redacted] is open with a credit limit of $900.00, and a balance of $1,011.66.  No additional purchases can be approved until the balance is reduced to less than the credit limit.  A minimum payment of $32.54 is due by September 8, 2016.  ·         Our records confirm that representatives from our credit offices as well as liaisons from the Executive Office have responded, both by mail and telephone, to your numerous inquiries about your accounts.  I have spoken with you previously as well.  In each letter and conversation we have expressed our apologies on behalf of the Bank for this situation.  Included are copies of our previous response letters for your review.    [redacted], I regret any frustration this matter may have caused . Thank you for giving me the opportunity to respond.    Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted]         [redacted], Revdex.com

To whom this may concern,
I apologize for not sending details with my response. I was alittle confused with what to do. I am not accepting Macys response simply because it does nothing for me. They did not resolve anything. They only apologized again. Telling me information that I have already received about not delivering to my area. How does this resolve this matter or correct it for myself and/or other customers? There is no compensation at all. 
Thank you,
[redacted]

January
21, 2016
[redacted]
[redacted]
[redacted]
Re:       Revdex.com – Complaint ID [redacted]
            Macy’s
[redacted] account ending in [redacted]
Dear [redacted]:
I
am in receipt of your complaint filed with the Revdex.com and your Tell
Us What You Think survey. These complaints 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.
In researching this matter, I verified that the online
advertisement promo code “VETDAY25” was for a one-time use only, and expired on
November 11, 2015. I apologize for any
confusion.
The
billing statement for the period ending on December 6, 2015, shows you made six
(6) separate purchases at our Macy’s [redacted] store location and online at
macys.com on November 9, 2015 and November 11, 2015.  You returned merchandise on two of these transactions
on November 11, 2015.  As a customer
accommodation, I credited $40.00 on your Macy’s [redacted] account ending
in [redacted] for the $10.00 off purchase of $25.00 or more promotional offer.  You should see these adjustments on your
January 2016 billing statement.
We sincerely apologize for any frustration and
inconvenience you may have experienced regarding this issue, and for the
problems you encountered while attempting to resolve this matter.  I am also sorry that you were not able to
meet with the Supervisor and Manager when you requested speak with them.  Please be assured the service you described
is not typical of the level of quality service that we strive to provide and I
have forwarded a copy of your complaint and this response to our [redacted] Store
Manager, so this can be addressed.
We appreciate you bringing these concerns to our attention
and allowing me the opportunity to respond.  
If you should have any further questions, please do not hesitate to call
me at the telephone number noted below. 
Sincerely,
Regina
M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com
       [redacted] Store Manager

March 28, 2016[redacted]
[redacted]
[redacted]Dear [redacted]: I am in receipt of your complaint ID [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. On behalf of Macy's, please accept my apology for any inconvenience you experienced due to not being able to place online orders. I have investigated your issue, and discovered that your address was blocked when an order was confirmed as fraud that was to be shipped to your address. Due to this any orders you place with this address will be canceled. During our conversation, you stated that you had cancelled your Macy's card and were no longer going to place orders with us, but still wanted to know why you were blocked. I hope this information serves as a satisfactory answer.Based on the above, Macy's considers this matter closed and resolved. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]