Macy's

April 28, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted] (closed)   Dear [redacted]:   We are 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 (DSNB).  Please accept my personal apology for any frustration or inconvenience you may have encountered regarding this matter.   According to the terms of the enclosed DSNB 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 review, for your billing period ending on December 25, 2016, your statement balance was $30.73, with a $27.00 minimum payment due by January 21, 2017.  We received your $27.00 payment on January 23, 2017, two days after your payment due date, and a $27.00 late fee and $2.00 interest charge were applied, resulting in a $32.73 balance, with a $30.00 minimum payment due by February 21, 2017.  When no payment was received by this due date, a $30.00 late fee was applied, along with another $2.00 interest charge, resulting in a $64.73 balance for the billing period ending on February 22, 2017, with a $63.00 minimum payment due by March 21, 2017.  We received your $30.00 payment ten days late on March 3, 2017, and our records confirm when you called on March 21, 2017, and spoke with our Customer Service Representative, she explained the reasons for these fees, and as a gesture of goodwill, removed the $30.00 late fee, and $4.00 in interest charges on your account, resulting in a zero ($0.00) balance.    However, if you have been paying less than the New Balance 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.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement which may result in a statement with interest only.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  My review found that all fees were properly charged.    Applying this billing policy to your account, the $2.00 interest charge on your March 24, 2017, statement was for interest charged on your account balance between the last bill date of February 22, 2017, and the date (March 3, 2017) that your $30.00 payment was applied to your account.  Had you paid the $2.00 interest charge due by April 21, 2017, and not made any new purchases, you would have had a zero balance the next month and would not have been charged interest on the interest charge.  Our records indicate that when you called on March 27, 2017, we removed the $2.00 interest charge as a gesture of goodwill, resulting again in a zero ($0.00) balance on the account.    It is regrettable to learn that the associate assisting you on March 21, 2017, took care of your late fees and interest charges, yet forgot to close your account as requested.  In addition, during your most recent phone call on April 4, 2017, another agent responded to your inquiry to send a letter confirming your account was at a zero ($0.00) balance, yet also did not follow through and close your account as you requested.  Please be assured that the service you received from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate your bringing the situation to our attention.  Accordingly, I have forwarded a copy of your letter, as well as my response, to the appropriate managers so that they may address these issues with the associates involved.    On April 24, 2017, I completed your request to close your account, which will be reported as “Closed at Consumer Request.” Currently, your account has a zero ($0.00) balance, and you will not receive any additional fees or billing statements.   [redacted], thank you for allowing me the opportunity to respond to your concerns.  It is regrettable that the confusion you experienced regarding your Macy’s account led you to make the decision to close your account.   We value your business, and hope you will choose to shop with Macy’s again in the future.  If I may be of additional assistance, please do not hesitate to contact me at the phone number listed below.    Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed April 28, 2017   cc:   [redacted], Revdex.com         Customer Service Managers

Dear [redacted]: I am in receipt of [redacted] complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to the customer's concerns. Unfortunately, I have been unable to speak to the customer directly. I have, however, left a message...

regarding their concerns. I advised the customer that I sent them a gift card for $55, to accommodate for their not being able to use their gift card and Macy's Money towards their purchase. They should receive the gift card within 3-5 business days. Based on the above, Macy's considers this complaint closed. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

June 2, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macys 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 representative of 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 applicable credit laws and does not participate in fraudulent credit practices of any kind.   The terms of the DSNB Credit Card Agreement (“Agreement”) state that if the minimum monthly payment is not received, late fees are applied to the account, and for any month the balance-in-full is not paid, interest charges are assessed.  The account will be reported as late if two (2) consecutive payments are missed.  In using your account, you consented to the terms of this Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.  In addition, you agree to notify us if your address or email address changes.    In researching this matter, I found that the billing statement for the period ending February 13, 2017, had a $119.49 balance, with a $27.00 minimum payment due by March 12, 2017.  When no payment was received by this date, your account was charged a $27.00 late fee and a $2.65 interest charge in accordance with the terms of the Agreement.  The billing statement for the period ending March 16, 2017, had a $149.14 balance with a $58.65 minimum payment (including a $27.00 past due amount) due by April 12, 2017.  When no payments were received, your account continued to be charged late fees and interest, and was reported as thirty (30) days past due to the credit reporting agencies.  Copies of your billing statements for the periods ending February 13, 2017, through May 16, 2017, are enclosed as reference.   We received your $230.58 payment on May 19, 2017, which brought your account current.  On May 21, 2017, we received a secure message regarding not receiving statements on your account.  Our representative removed a $111.00 in late fees and contacted technical support to verify how your statements were being sent.  As a result of that review, we sent you a letter dated May 23, 2017, (copy enclosed), stating that we are reporting the account history accurately to the credit reporting agencies.  My review also found that on May 30, 2017, an adjustment debit of $10.00 was made to the account.  As of the date of this letter, your account has a credit balance of $101.00, which may be used towards a future purchase, or, you may request a Credit Balance Refund by calling the number on the back of your card.   Our records show that we made numerous attempts to contact you by telephone at the number listed on your account starting on March 28, 2017, through May 12, 2017, and left a message for you on April 3, 2017.  When our attempts to reach you by telephone failed, we sent you a letter dated May 15, 2017, (copy enclosed) to the billing address on file advising you of the past due status on your account.    In regards to your assertion that you had not received a billing statement for your February purchase, our records show that on September 11, 2015, you elected to receive electronic statement alerts to the email address [redacted], which matches the email address on the account.  Your first billing notification was sent successfully on September 24, 2015, and I verified that the electronic billing statements for February through May 2017 were sent successfully to that email address.  On May 17, 2017, we updated the account to also receive paper statements until it became current.       I understand you are requesting that we modify the payment history associated with your Macy’s account.  It is the Bank’s policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing 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.  Therefore, we are unable to accommodate your request to remove the delinquencies from your credit report.  However, our records show that on June 1, 2017, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.    [redacted], our position on this matter has not changed.  While we would like to respond favorably to every customer, that is not always feasible as we are required to maintain and adhere to specific policies and procedures to ensure all of our customer’s receive fair and consistent treatment.  If I may be of assistance in another matter, please call me at the telephone number listed below.   Sincerely,  Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures // Mailed June 2, 2017   cc:  [redacted], Revdex.com

June 29, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:    RevDex.com complaint #[redacted]
         Rebate Claim
#[redacted]
 
Contact Date With...

Customer:  June
24, 2015
 
Complaint Summary:  Mr.
Pereira stated that he purchased a Panini maker during February of this year
that had a $10.00 rebate offer.  He
submitted the application for the rebate and it was approved.  He indicated that he has spoken with customer
service on several occasions in which he was promised that he would receive the
rebate either the same day or within ten (10) business days.  He expressed that he feels as though this is
not fair.  He insists that Macy’s handles
this problem by issuing the rebate as soon as possible. 
 
Resolution:  In researching
the above referenced rebate claim, I found that the rebate was approved on
February 17, 2015, and had an expected issue date within thirty (30) days of
this date.  I called and spoke with Mr.
Pereira and verified his physical address to overnight mail his $10.00 rebate.  During our phone conversation, I gave my
personal apology regarding any frustration he may have experienced in the delay
in receiving his rebate check.  I
confirmed that rebate was delivered on June 25, 2015, via [redacted] by means of
tracking# [redacted].  As a gesture of
goodwill, I offered $20.00 in Macy’s Money certificates that he will receive under
a separate cover within seven (7) to ten (10) business days.  The customer appreciated the apology and
accepted the offer.  The customer did not
have any further questions or concerns. 
In the event the customer had any further questions or concerns related
to this issue, I provided my direct phone number and extension. 
 
 
[redacted]
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com

June 19, 2017   [redacted]   Re: Revdex.com complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]        Macy’s...

store account ending in [redacted]   Dear [redacted]:   We are in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please accept my apology for any confusion there may have been in this situation.   I am sorry if there was any confusion, but we do not currently allow for upgrades on the Macy’s [redacted] card. My review confirmed that you applied for and were approved for a new Macy’s [redacted] account on March 14, 2017. To complete the application form, you presented photo identification to the store associate and provided the additional required information through the touch pad at the register, which included your Social Security number, annual income, and household expenses. A summary of the information was then displayed on the touch pad for your verification and signature before being submitted for evaluation. This Macy’s [redacted] account is not linked to your Macy’s store account, number ending in [redacted], and has a different credit line, billing date, and statement.   Our records also indicate that you immediately used the account, as well as Plenti® points, to purchase three clothing items, for a total of $159.52. The New Account Discount of 20%, $32.89, was applied to the purchase as well. In addition, you subsequently presented your identification to store associates to look up your account number, and used it on March 22, 2017 and April 9, 2017.   Our research verified that the account and purchases are legitimate and we are unable to refund or remove the balance of your Macy’s [redacted] account as you request in your complaint. As of the date of this letter, your account is open with a balance of $486.75 and a credit limit of $700.00.   Thank you for allowing me to respond to your inquiry. If I may be of assistance on another matter in the future, feel free to call me at the telephone number noted below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
January 28, 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 the
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.
I
apologize for the inconvenience this matter has caused you.  Upon review, I found adjustments to your
account on January 18, 2016 in the amounts of $192.00 to refund the late fees
charged and $12.94 for the interest.  As
of that date, your account has a zero ($0.00) balance. 
We
also cleared our internal records of any delinquency associated with this
issue, and have requested the credit reporting agencies update their records and
delete any history of delinquency from the time period of August 2015 through
January 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.
[redacted], thank you for bringing this matter to our attention and giving
me the opportunity to respond.  If I may
be of additional assistance on this or a future matter, please call me at the
number listed below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

Dear [redacted], We are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced customer and have addressed all matters as expressed in the complaint. We are unable to accept the customer's return per our return policy. Based on this, we are closing the...

issue. Sincerely, Tranesse S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### ext:[redacted] Fax: ###-###-####

March 26, 2018[redacted]RE: Revdex.com-File # [redacted] Macy’s [redacted] account ending in [redacted]Dear [redacted]:I am in receipt of your complaint filed with the Revdex.com (Revdex.com) which was forwarded to Macy’s ExecutiveOffice on...

March 19, 2018. As a liaison in this office, I was asked to review and respond to your concerns on behalf ofDepartment Stores National Bank (DSNB). I had hoped to speak with you regarding this matter on March 21, 2018, butunderstand that you were not available to take my call.On behalf of Macy’s, please accept my personal apology for any inconvenience you experienced in this matter. Upon receipt ofyour complaint, I reviewed your account and confirmed that the damaged coat was processed as a return resulting in our systemautomatically charging back the new account discount that you were given when the coat was purchased. To clarify, when oursystem recognizes that a returned item was given a discount when it was purchased, the discount is automatically debited backto the account. This policy is set in place to ensure that the return credit equals the amount paid for the item.I understand that you intended to exchange the defective coat so I have issued a credit for the new account discount charge backin the amount of $23.44. Additionally, feedback regarding processing of the transaction has been sent to the [redacted] TownSquare store.Your payment of $23.44 was received and applied to the account on March 21, 2018, leaving the account with a credit balance.I have issued a credit balance refund check and request that you allow 14 business days for the check to be received.I regret that you closed your account as a result of your experience. As customer service is crucial to the success of ourbusiness, it is always a concern when a customer is not satisfied with the level of service that we provided. It appears that wefell short of our goal and we appreciate you bringing this to our attention. If at any time you wish to have a Macy’s account, wewelcome you to apply for a new account at any register of a Macy’s store or on Macys.com.Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of further assistance,please do not hesitate to contact me at the telephone number below.Sincerely,Lisa B.Macy's Executive Office###-###-#### Extensio[redacted]cc: 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.   As stated in the research provided, the purchase was made at the cash register, depleting the value of the card. I did not agree that the transactions were mine. That notation is an error on the behalf of your representative and should not be used as the primary reason for this decision. I reside in [redacted] and did not travel to [redacted] on May 15, 2015. I take issue in the financial loss of the value of the gift card. Further securities need to be in place to ensure the trustworthiness of your business practices. In further research, I have found that I am not the only customer to experience this "inconvenience".My expected resolution has not changed. The best outcome is still a replacement gift card with the value restored.
Regards,
[redacted]

Re: 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.
Please
accept my personal apology...

for the condition in which you received your
item.  I was disappointed to hear that
your item was not properly inspected upon shipment.  Please be assured we work very closely with
our fulfillment centers to make sure all merchandise ships and arrives complete
and in the greatest condition possible. 
Although I will not offer excuses for the error that occurred, I assure
you this is not indicative of the level of service we strive to provide.  Unfortunately, we are unable to ship the
missing strap for the [redacted].  However, we can return the item for
exchange.  Please contact us directly for
return instructions.
Thank
you for bringing this matter to our attention, and allowing me an opportunity
to be of service to you.  If I can be of
further assistance, please feel free to contact me at ###-###-####.  My office hours are Monday through Friday,
9:00 AM to 4:00 PM, Eastern Time.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Revdex.com of
Cincinnati

December 01, 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. I have left a voicemail stating we have refunded you for [redacted] sent back to Warehouse. The total amount due back to you is $57.37, you should see the refund to your account within 3 business days. If you would like to purchase the [redacted] at the offered lowest price of $249.99 within timeframe given I would be more than happy to place the order for you. Please accept our apologies for the inconveniences you have experienced. Please feel free to contact me if you have any further concerns. Sincerely, Tara B.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]   September 29, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]...

  Dear [redacted]:    I am in receipt of your complaint filed with the Revdex.com 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 frustration that you may have experienced regarding your Macy’s account referenced above.    According to the DSNB Credit Card Agreement, if the minimum monthly payment is not received by the due date shown on your statement, which for your account is the 21st of every month, late fees are applied to the account.  Furthermore, if you have been paying less than the balance in full on your 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.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement which may result in a statement containing only an interest charge.  You may avoid all interest charges on your account by paying your balance in full each month by the payment due date.   Applying the billing policy to your account, the $2.00 interest charge that appeared on the billing statement for period ending July 25, 2017, included interest for the funds loaned to you between the last bill date of June 23, 2017, and the date (July 21, 2017) that your $14.68 payment was applied to your account.  When no payment was received by the August 21, 2017, due date, a $2.01 late fee and $2.00 in minimum interest was charged.  On September 12, 2017, you contacted us by phone and an associate removed the late fee of $2.01 and interest totaling $4.00 as a courtesy to you.  Copies of your billing statements for the periods ending June 23, 2017, through August 25, 2017, are enclosed for your examination.    Regarding your concern about the Credit Pro charge, please know that, in order to receive the benefits of the Credit Protection plan, customers complete an opt-in enrollment process that requires the customer’s consent.  Upon researching this issue, I found that you enrolled in the optional Credit Protection program when they contacted you by phone on June 24, 2008.  I confirmed that the service was cancelled on September 5, 2017, at your request.  Pursuant to your request, we have reviewed your account, and we must deny your request for reimbursement of the fees charged for the optional Credit Protection program.  Due to the length of time your account was enrolled and/or billing activity on your account statement for Credit Protection, any previously billed fees are valid and will not be credited.   Macy's takes the confidentiality and security of our customers’ accounts very seriously.  Given the trust our customers place in us and understanding our obligations, we have extensive processes, procedures, and technologies in place to maintain the confidentiality and integrity of this important data.  In reviewing your account, I found that security procedures were followed as a precaution to confirm your identity. I apologize that you felt inconvenienced by this procedure.  Please be assured that it was not our intention to badger you, but rather was an attempt to confirm your identity to protect the security of your account, and it is regrettable that you felt otherwise.  Please also know that Macy’s does not participate in any deceptive business practices, and the Bank is in compliance with all applicable laws in its credit practices.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  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 / mailed September 29, 2017   cc:  [redacted], Revdex.com

[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH
45202Dear [redacted]: I contacted [redacted] by phone to
resolve his complaint ID [redacted] and to apologize for any inconveniences he
experienced as a result of his bloomingdales.com order #[redacted]. To replace
the gift cards that...

[redacted] used on his order, I am sending him a gift card
for $30.00 that he may use in store or online. Based on the above,
Bloomingdale's considers this matter resolved and closed satisfactorily.
Sincerely,Colette O.Bloomingdale's Executive
Office###-###-#### Extension [redacted]

March 05, 2016
Tina Geers
1 E Fourth St.
Suite 600
Cincinnati, Ohio 45202
Revdex.com complaint # [redacted]
Dear [redacted]
We are in receipt of Revdex.com Complaint # [redacted]. After numerous attempts by phone and email, we have not had any contact with the referenced customer. We have reviewed...

the complaint and have taken the following actions to resolve concerns as expressed. The customer was credited back to original form of payment on 3/3/16. Based on this, we consider the matter closed satisfactorily. Thank you.

Sincerely,  Jan B. Macy's Executive Office
###-###-#### Extension [redacted]

[redacted]   [redacted]    June 9, 2016  [redacted]  Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] 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. Please accept my sincere apology for any frustration this matter may have caused you. Please be assured that the service you received 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.  From the comments in your complaint, it appears we may be falling short of that goal.  So, 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. Upon further research, I found that the address was updated on your Macy’s [redacted] account with your apartment number on March 30, 2016, and a late fee of $27.00 was removed on this same day. Since you did not receive your card, the representative you had spoken to sent a card with a new account number as a security precaution.  Therefore, since the new account number was being generated we could not process a payment that same day.   Our records indicate a payment was processed by phone of $100.00 on April 2, 2016; however, it was returned as “unable to locate,” which usually occurs if the checking account number we have in our system is invalid or incorrect.  On April 16, 2016, another payment by phone was processed of $84.07, but unfortunately, was returned due to “non-sufficient funds”.  A collections agent contacted you on May 7, 2016, and a payment of $84.07 was processed.  On this same day, a $27.00 late fee was credited as a courtesy to you.  The representative established a payment to be withdrawn on May 25, 2016, for the amount of $58.24, which was processed successfully. As of the date of this letter, your account has a total balance of $933.27, with a minimum payment of $28.76, due by June 25, 2016. On April 28, 2016, I found that your credit limit was reduced from $4,000, to $1,100.  We sincerely regret any disappointment you may have experienced because the credit limit was lowered.  According to the terms of the Department Stores National Bank Credit Card Agreement, 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, without prior notice, based on this information. In addition to making a payment by phone, Macy’s offers several other payment options.  Our online bill pay service on macys.com is free of charge and payments post to your account within the same date you make them online.  We have also partnered with [redacted] to provide electronic billing services.  Bank and [redacted] payments take three to five days to post to the account. Of course, you may also pay at any register in our stores, which will post immediately to your account.  Lastly, you can mail payments; however, please send them 7 to 10 business days before your due date to ensure they are received on time.  Please note, that Macy's has a very liberal return policy.  With a receipt, we will accept for exchange or return merchandise that does not completely satisfy you.  Some exceptions and restrictions on selected merchandise do apply and are posted in these specific departments.  Macy's uses a return verification system and all returns and/or exchanges are subject to validation and approval.  With a receipt or proof of purchase, a refund will be credited back to the original form of payment used or if you prefer, a store credit will be issued.  Your original receipt is required for a cash refund.  Without proof of purchase, you may be issued a store credit for the item's lowest selling price within the past 180 days. 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 C.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

January 11, 2016
[redacted] 
[redacted] 
[redacted] 
Re:  RevDex.com complaint #[redacted]
        Macy’s
[redacted] account ending in [redacted] ...


On behalf of Department Stores National Bank:  
Contact Date with
Customer:  January 7, 2016
Complaint
Summary:   [redacted] had some
unauthorized charges on her Macy’s [redacted] account totaling
$211.96.  She has submitted the necessary
forms to dispute the charges as fraud. 
Her account has not yet been corrected nor has the issue been
resolved.  She wants the charges and all
fees removed from her account. 
Resolution:  I called and spoke to [redacted] and
apologized for any concern this has caused. 
I informed her that the unauthorized charges have been removed, along
with all fees, leaving her account with a credit of $11.52.  The late payment history has also been
corrected in our records as well as with the credit bureaus.  This resolved her complaint. 
Michael J.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com  [redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

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.  Although a portion of my complaint regarding late fees and penalties resulting from a mix-up in billing by Macy’s has been resolved, the matter of the impact of their mistake on my credit score has been substantial and to date has not been corrected.  My score dropped precipitously from 800+ to something between 675 and 710.  Please confirm to me that this matter is being addressed and let me know when it has been resolved.Thank you. 
Regards,
[redacted]

[redacted]   [redacted]
 
 
August 3, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re: RevDex.com ID #[redacted]
       Macy’s 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 frustration you may have been
caused in trying to resolve this issue.   
 
Kindly note that while your
account is closed, according to the Department Stores National Bank Credit Card
Agreement (enclosed), if the minimum monthly payment is not received by the due
date shown on your billing statement, which for your account is the 21st of
every month, late fees are applied to the account.  Furthermore, for any month the
balance-in-full is not paid, interest charges are assessed on the balance from
the first day of the billing cycle until the date that your payment is
received. 
 
Macy's strives to assist our
customers by offering payment plans that could lower your interest rate and set
up reduced monthly payments.  I encourage
you to contact our Collections Department at ###-###-#### to discuss possible
options available to you. 
 
[redacted], we are sorry for
disappointing you in this matter, but we are required to adhere to specific
policies and procedures so that all of our customers are afforded fair and
consistent treatment.  If you have
questions on another matter, do not hesitate to contact me at the telephone
number listed below.
 
Sincerely,
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosure /mailed August 3, 2015
 
cc:     Tina
Geers, Revdex.com

[redacted]   [redacted]
December 28, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy's account ending...

[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. Thank you for the courtesy extended during our
telephone conversation on December 22, 2015, this letter is to confirm our
discussion.
Please
accept my sincere apology for any frustration you may have felt when you called
to speak with a representative to resolve this issue and for not receiving a
return call as requested.  I was
disappointed to hear of the customer service issues you describe in your
complaint, as it is not indicative of the quality customer service we strive to
provide.  Macy’s expects each facet of
its operations to meet exceedingly high levels of service. 
We
reviewed the information on the account and verified the email address was
correct.  You stated you began having
trouble with email statements after being notified of the change with [redacted] notifications and that you have changed your online status to receive
paper statements.  I verified all fees
were removed and account has a zero balance. 
At your request, I updated your account to stop all advertisements and
sharing, however, I advised that some advertisements are done up to 12 weeks in
advance so please allow for this. 
As I
explained, per the enclosed Department Stores National Bank Credit Card
Agreement, if you have been paying less than the New Balance 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. 
Also,
I explained in addition to statements we make outbound phone calls to accounts
that are past due as well as send letters. 
We may close your account at any time for any reason and we may do this
without prior notice to you unless required by law.  I verified no letter advising of the account
closure on October 23, 2015, was sent and I regret any miscommunication from
our phone associates.  The letter you
received was to inform you of the credit limit decrease due to internal or
external reasons and a phone associate verified it was due to the delinquency
of your account and not any external credit. 
[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. 
You indicated you considered the issue closed and I advised you to
contact me if I can be of further assistance, as I would be delighted to speak
with you.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed Dec. 28, 2015
cc:     [redacted]
[redacted], Revdex.com

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