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 at the most part  satisfactory to me.  I do not remember having any extra $48.63 left over in my account. When the fraudulent charges  occurred,  I had paid off my card completely!!!!! This is  how I caught this fraud so immediately. I DID NOT OWE ANYTHING TO MACY"S ANYMORE. I would like to know what is the $48.63 for. Thank you for solving this humongous problem with Macy's and me. I don't think I will ever shop with them any more. I mean if it takes all this effort to remove fraudulent charges, I might as well shop elsewhere. It also is amazing that they do this almost as a favor . Perhaps it is time for Macy's to close. After so many years of business they must have extended their functional warranty above and beyond function.  So in this continuously disintegrating world., I want to state the unbelievable stance of Revdex.com. You are sort of demigods  performing things that today are sort of miracles. I can't believe your consistent quality and deficiency to the last T. Please hold on to your standards and quality. You are my heroes and I wish not only that companies worked like you, but that I had a job among you. I love efficiency and  working results - extremely rare blessing today. You are simply amazing! 
Regards,
[redacted]

P.O. Box 8220   Mason, OH 45040
 
June 16, 2016
 
 
[redacted]
[redacted]
[redacted]
 
Re: Macy's Account Ending in [redacted]
    Case No. [redacted]
 
 
Dear [redacted]: 
 
I am in receipt of your complaint forwarded to us by the [redacted], Department of Commerce and Consumer Affairs, Office of Consumer Protection.  As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National [redacted].
 
Our records indicate we addressed your complaint filed with the Revdex.com in correspondences dated May 23, 2016, and June 8, 2016.  I also spoke with you by telephone on May 23, 2016.  As I explained in both my letters and verbally, a review of your account shows you chose to receive your Macy's monthly billing statements online through [redacted].  Your account number ending in [redacted] was registered with [redacted] on November 25, 2012, using the email address of [redacted].  Billing statements were successfully delivered to your email address each month from October 2015 to May 2016.  I personally contacted [redacted] to confirm that your e-bills were successfully delivered to your email address.  I also suggested that you contact [redacted] directly to confirm this information for yourself.  It is the responsibility of our customers to open and view their e-bills.
 
Your account charged off on April 20, 2016 with a balance of $273.96, and was assigned to [redacted], an external collection agency.  Please contact [redacted] at ###-###-#### to make payment arrangements or to discuss a possible settlement.  Please know that on June 8, 2016, we instructed the credit reporting agencies to update their records and report your account as ?customer disputes reporting?.
 
Thank you for bringing this matter to our attention and giving me the opportunity to respond.  Unless additional information is provided, we consider this matter closed.
 
Sincerely,
 
 
 
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted] Michael N., Investigator
    Office of Consumer Protection
 
     [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. 
Regards,
[redacted]

Hi [redacted], I have been working with the above referenced customer.  Although, I am working closely with the customer I have requested that our customer visit her local Macys to ensure that we are processing the correct pieces of her sectional for exchange.  I will continue to see this...

process through for our customer. I would appreciate it if we can close this issue with your firm.  Teresa M.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: {###-###-#### fax ###-###-####

November 27, 2015
[redacted]s
Marketplace Resource
Consultant
Cincinnati 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,
Teresa M.
Macy's Executive Office
###-###-#### extension #[redacted]
cc[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. 
Regards,
[redacted]

P.O. Box 8220 Mason, OH 45040   January 30, 2018   [redacted]  [redacted]   Re:       Revdex.com ID #[redacted]             Macy's...

[redacted] 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 you extended during our telephone conversation on January 22, 2018.  This letter is to confirm our discussion.   Please accept my apology for any frustration you may have been caused regarding the calls you received in respect to the past-due status of your account.  Once an account is past due our collections department handles customer inquiries and concerns.    It was disheartening to hear of the financial problems you are experiencing due to your accident but I was glad to learn you are recovering.  Because Macy’s understands the hardships caused by unexpected life events, we strive to assist our customers by offering payment plans that could lower your interest rate and set up reduced monthly payments.  As we discussed, I encourage you to contact our Collections Specialty Unit at ###-###-#### to discuss possible options available to you.    You indicated you were unable to see your e-statement notifications because you believed the emails were going to your spam folder and you did not receive a statement in the mail.  I confirmed you had registered on macys.com to receive electronic billing to the e-mail address of [redacted] and to stop paper statements.  In addition, I verified that on January 20, 2018, while speaking with an associate, we credited a $37.00 late fee, updated your account to reflect paper statements, and mailed a copy of your statement for closing date December 15, 2017.  Enclosed are copies of your statements for the statement closing dates of December 16, 2017, through January 16, 2018, for your review.  As of the date of this letter, your balance is $4,325.10 with a minimum payment of $334.40 due by February 12, 2018, (including the past due of $155.00).    [redacted], if I can be of further assistance, please do not hesitate to contact me at the telephone number listed below, as I would be delighted to speak with you.   Sincerely,   Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / Mailed January 30, 2018   cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] I am very much ready to bring this matter to a close, unfortunately I have only received partial refund.  There is simply no excuse for any merchant to handle a situation this poorly.  I have been shopping online for several years and have never had an experience like this.  It has been since June 28, 2015 since I initially requested a refund. Tomorrow is August 28th.   I am at a loss for what to do next.

The customer was refunded fully on 11/23/2016 for the defective mattress.  The case has been resolved with the satisfaction of the customer and Macys.  Macys will now consider this case closed.

[redacted]
We
are in receipt of Claim ID #[redacted] regarding the WorryNoMore voucher.  The customer has verified receipt of the
voucher. However, to completely resolve this issue, we are now working to
replace the voucher with one that can be used on any merchandise in our stores.
We will remain in contact with the customer until she is completely satisfied
with the resolution.
Thank You,
Macy's
Executive Office

February 10, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted]   Dear [redacted]:   I am in receipt of the complaint...

you 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 on behalf of FDS Bank.    In researching this matter, our records confirm we received a payment on June 2, 2016, in the amount of $1,590.51.  Of this payment, $66.00 was allocated to the Club Account and $1,524.51 was applied to your Revolving balance, bringing your new balance for the billing period ending June 7, 2016, to $619.18.  On August 17, 2017, a refund for $1431.51 was issued back to your banking account electronically per your request.  This amount was added back to your revolving balance on this date because the refund was issued to you. If you have a balance due and decide to have a portion of a payment returned to you, that amount will be added back to the unpaid balance as you still owe for the merchandise you purchased. As you were informed during several conversations with the Customer Service Department, Federal law contains specific requirements about how we allocate payments in excess of your Minimum Payment Due.  As a result, we apply excess payments to balances being charged interest before balances that are not being charged interest.  This means that excess payments will be applied to Revolving and Major Purchase balances before being applied to balances that are not accruing interest during a promotion (Club Account balances), or which you can avoid interest by paying the balance in full by the promotion expiration (Special Event balance).  The only exception to this rule occurs in the last two billing periods of a Special Event promotion.  In that case, any payment made in excess of the Minimum Payment Due must be applied to the expiring promotional balance(s).  As of the date of this letter, your Revolving balance is $693.83 with a minimum payment of $27.00 due by March 4, 2017.  Both the Club Account and Special Event balances are paid in full.  I have enclosed an account audit for the activity on your account between January 2016 and February 2017.  The debit back to your account in the amount of $1,431.51 was accurate; therefore, a correction is not required as requested in your complaint. [redacted], although we would like to reply favorably to every customer, it is not always feasible.  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,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed February 10, 2017   cc: [redacted], Revdex.com

P.O. Box 52184   Phoenix, AZ 85072-2184
October 27, 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.  We sincerely regret any
frustration you may have experienced concerning the above-referenced Macy’s
account.
Our records show that on July
22, 2015, we received an alert from the credit reporting agencies indicating
that we are to contact you at telephone number 000-000-0000 in the event of a
request to extend new or additional credit in your name and your account was
updated with this information.  Because the
phone number of 000-000-0000 is not a valid number and we have no home number
in our records, we were unable contact you as requested in the alert.  If you are disputing the accuracy of this
information, please contact the credit reporting agencies directly.  In addition, when we attempted to email you the
email address we have on file of [redacted] came back as undeliverable. 
[redacted], thank you for
bringing this matter to our attention and giving me the opportunity to
respond.  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]

[redacted], We are in receipt of the Rebuttal for Claim ID #[redacted] regarding the customer's Merchandise Only Certificate. To resolve this issue, another request was submitted for the certificate to be sent to the customer's home. According to our records, the certificate was mailed on 4/25 and should have delivered within 7-10 business days later. At this time, Macy's will consider this matter closed. Thanks, [redacted]
 Macy’s Executive Office

January
11, 2016 
[redacted]
[redacted] 
[redacted] 
[redacted] 
[redacted]  [redacted] complaint ID
[redacted] 
        Macy’s account ending in [redacted]
On behalf of...

Department
Stores National Bank:  
Contact Date with Customer:  January 6,
2016
Complaint Summary:  [redacted] states the she
made a payment of $47.99 to her account on August 18, 2015, and it was not
applied to her account.  She has provided
a copy of the payment check from her bank and called the credit department
multiple times, but the correction has not been made. 
Resolution:  I called [redacted] and apologized for this
situation.  I informed her that we are
processing the adjustment for the missing payment and removing all interest and
fees from her account for a zero balance. This resolved her complaint. 
Michael J.  
Macy’s Executive Office 
###-###-#### Extension
[redacted] 
cc: [redacted], Revdex.com

Revdex.com:
I plan to pay off the amount of the special purchase that I made prior to the end of the promotional period, and I am not making any additional purchases from Macy's using my credit card.  Once I have done that I will close this account which I have had for many years due to the problems I have encountered.  After much effort on my part, Macy's is correctly allocating my payments which should not now be hard since I am no longer making any additional purchases with the card.  This does not correct the problem for other customers of Macy's so the general problem still remains; I am just tired of dealing with it.  I notice that Macy's did not have a very good Christmas season which does not surprise me given their poor customer service.  If your company goes out of business it would be regrettable but understandable.   
Regards,
[redacted]

[redacted]   [redacted]
January 5, 2016
[redacted]
[redacted]
[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. 
When
you purchased the mattress, your account was not charged until the item was
delivered and the New Account Discount should have been applied to your first
statement.  After reviewing your account
status, I applied the discount to your account on December 15, 2015, associated
to your purchase on September 2, 2015. 
This is reflected on your billing statement for the period ending
December 17, 2015.  A copy of the
statement is attached for your reference. 
[redacted]
[redacted], I apologize for the length of time it took to resolve this issue for
you.  Thank you for bringing this matter
to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please
contact me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed Jan. 6, 2016
cc:  [redacted],
Revdex.com

September 14, 2017   [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, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to you concerns on behalf of Department Stores National Bank.  Please accept my apologies for any frustration this matter may have caused you.    Our records indicate that you called Macy’s Customer Service on August 6, 2017, and requested a new Macy’s card with your updated name.  Our representatives successfully updated the name on your account; however, the representative inadvertently neglected to send you a new card.  Fortunately, when you spoke with a Customer Service supervisor on August 29, 2017, a Macy’s Card with your updated name was sent to your address as listed above.    We make every effort to provide a “friction-free” service experience and our representatives are expected to resolve customer inquiries on the first call.  It is disappointing to see this did not occur, and for this, I apologize. You can be assured your experience is not typical of what we strive to provide.  As such, I have forwarded your complaint and a copy of this letter to the involved associates’ manager so that a discussion can occur for future handling of inquiries such as yours.   [redacted], thank you for bringing this to our attention and allowing me the opportunity to respond to your concerns. You indicated in your Revdex.com complaint that you wanted to speak with a representative from our office; however, my attempt to reach you on September 13, 2017 via telephone was unsuccessful.  I am confident this letter will resolve any outstanding concerns you may have, but 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       Customer Service Manager

September 11, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy's [redacted] account ending in [redacted]   Dear [redacted]:    I am in receipt of your most recent complaint filed with the Revdex.com and forwarded to Macy's Executive Office.  As a liaison in this office and because I am familiar with your file, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please accept my personal apology for the length of time that it took to resolve this matter.    As noted in my letter dated May 8, 2017, your initial report of fraudulent charges on your account was on February 6, 2017, and our Fraud Department sent you a Statement of Fraud (SOF) form to complete and return.  On March 8, 2017, you notified us of an additional fraudulent charge and we received your completed SOF on April 25, 2017.  Please note that it may take up to ninety (90) days after receipt of your completed SOF form for the Fraud Department to complete their investigation.   When I received your initial complaint on May 2, 2017, all but the last reported charge of $100.00 had been removed from your account.   On May 5, 2017, the $100.00 charge, $101.00 in late fees and $6.10 in interest was removed resulting in a zero balance on the account. As a part of this process, we request that the credit reporting agencies update their records to remove the delinquencies reported related to the fraudulent activity.    When I received your complaint dated August 27, 2017, I requested verification of what was reporting for the three credit reporting agencies and found that one month was not updated properly.  Our Fraud Department corrected the error on August 29, 2017, as noted in my letter dated August 31, 2017.  Copies of my previous responses are enclosed as reference.    [redacted], I hope this clarifies the actions taken on your account.  Again, I apologize for the length of time it took to resolve this for you.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely,    Janice D[redacted] Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted], Revdex.com

Dear
[redacted]: 
I am
in receipt of your response forwarded to us by the Revdex.com. I
have verified that the credit has posted to your [redacted] account in the amount of
$8.01.
I
will be sending a separate email to you with my direct contact information.
When you make a selection you may contact me directly and I'll be happy to
apply the discount.
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 find that this resolution is satisfactory to me. 
Regards,
[redacted] It looks like it’s been resolved.