Macy's

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]  Sharon, FYI – Macy’s credit of $199.92 has been posted on my [redacted] credit card. Still waiting for the $200 check to help cover the stairway damage. Many thanks for your help. Best, [redacted]

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

[redacted]   [redacted]   August 08, 2016     [redacted], [redacted]   Re:  Macy's [redacted] Account ending in [redacted]         Macy's store account ending...

in [redacted]         Complaint ID [redacted]     Dear [redacted]:    I am in receipt of your complaint filed with the Revdex.com concerning your above referenced Macy's accounts.  As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank.    I regret any inconvenience you may have experienced regarding the receipt of your payment and the reporting of your Macy's store account ending in [redacted].  I can understand your frustration and disappointment and I am truly sorry.  Please accept my apology for any frustration you may have experienced when attempting to resolve this matter.  The customer service you have described is not consistent with the level of service we strive to provide and we appreciate your feedback.    Our records show that your payment of $275.59 made on September 26, 2015, at the Macy's [redacted] store, was credited to your Macy's [redacted] account ending [redacted], as indicated on the enclosed payment receipt.  This payment was reflected on your Macy's [redacted] monthly statement for the billing period closing October 5, 2015.  Your Macy's [redacted] monthly statement for the billing period ending October 5, 2015, also showed you had a previous balance of $134.68 and that you made additional purchases of $214.33.  Because we did not receive a payment by the due dates of November 1, 2015, and December 1, 2015 your Macy's [redacted] account was charged monthly late fees and interest charges bringing your balance to $253.93.  When we did not receive a payment by the due date of January 1, 2016, your Macy's [redacted] account was charged a late fee of $38.00 and an interest charge of $4.03.  We received payment of $296.62 on January 7, 2016, which brought your account to a zero ($0.00) balance.  I have enclosed the monthly billing statements for the Macy's [redacted] Account ending in [redacted] for the billing periods ending October 5, 2015, through June 3, 2016, and the monthly billing statement for the Macy's store account ending in [redacted] for billing period ending October 26, 2015, for your review.    We have transferred your misapplied payment of $275.59 to your Macy's account ending in [redacted].  Your balance on Macy's account ending in [redacted] is now zero ($0.00).  We will instruct the credit reporting agencies to update their records and remove the delinquencies on Macy's account ending in [redacted] for the time periods November 2015 to July 2016.  Please allow the credit reporting agencies up to thirty (30) business days to process our request. As a result of this payment adjustment, you will now have an outstanding balance of $275.59 on your Macy's [redacted] account.  As a courtesy, we have removed the interest charges totaling $11.73 and late fees in the amount of $104.00 that were previously assessed to the Macy's [redacted] account.  The remaining merchandise balance on your account is $159.86.  You can mail a payment, pay at the store, call our Customer Service Department to make a payment, and you also can make payments through your bank's bill paying service.  We encourage you to make payment for the full balance to avoid any further fees on your account by September 1, 2016.   [redacted], we appreciate you allowing us the opportunity to respond to your concerns.  If you have any further questions or concerns, please contact me personally at the number below.  Sincerely,   Diane M.Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc:  [redacted]      The 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.

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have spoken with [redacted] and she was very upset with Macy's. Though we did not come up with a resolution, I will be happy to credit her the $100.00 that was discussed in an email for the $100.00 in gift cards. Additionally I...

was able  to locate the pajamas that were cancelled on the order as well and have sent them out as an accommodation. Based on this information we are considering this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

December 11, 2017[redacted] Revdex.com 1 E. 4" Street, Suite 600 Cincinnati, OH 45202Re: Revdex.com Complaint # [redacted]Macy's Account ending in [redacted]Dear [redacted]:I am in receipt of your recent Revdex.com complaint filed on the above referenced complaint number. As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of the Department Stores National Bank (DSNB). I apologize for any inconvenience or misunderstanding that you may have experienced regarding this matter.Upon review of your Macy's account, our records indicate that we have researched and responded to your concerns regarding this matter on several occasions in letters dated March 2, 2017. May 9, 2017, June 19, 2017, July 18, 2017, October 18, 2017 and November 27, 2017. We have previously provided you with copies of each of those letters as well as mailed copies to the Revdex.com. In those letters We explained to you how the Annual Percentage Rates (APR) were calculated and explained that an error did occur on October 17, 2016, when at your request, our agent transferred the balance in the amount of $456.39 from your Special Event Account to your Revolving Account which resulted in an increase to the Special Event Account and a decrease in the Revolving account balance which incorrectly appeared as a purchase on your account. Please note, the error on our agent's part did not impact or change the terms of the Special Event account nor increase your overall balance.In an effort to resolve this matter due to the error on our agent's part and as a customer courtesy, on October 11, 2017, we issued a credit in the amount of $456.39 to the Special Event Account. When the credit posted to the Special Event account it reduced the balance at the time from S1,199.46 to $743.07. We also extended an offer to create a new Special Event account for you, which would've resulted in an additional 24 months to pay off the remaining balance ($743.07) on an interest deferred plan and you declined the offer. In addition, you were advised in the letter dated October 18, 2017, and on your monthly billing statements that your Special Event account was due to be paid in full by October 31, 2017, to avoid paying any deferred interest charges. Since the Special Event account was not paid by the due date and you declined our offer to create a new Special Event Account, your account was billed for the deferred interest charges. As of the date of this letter, your account balance is $2,446.20. I have included as an enclosure with this letter a copy of the monthly billing statement, which reflects the credit issued to your account for the amount of $456.39.[redacted], thank you for bringing this matter to our attention and for giving us the opportunity to respond. Please be advised that we have policies and procedures in place to ensure that we are in compliance with applicable laws. If you have any further questions or concerns regarding a different matter, please feel free to contact me directly using the telephone number referenced below.Sincerely, Shirley W.Macy's Executive Office ###-###-#### ext, [redacted]Enclosure (s)Cc: [redacted]The Macy's Card is issued 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.   
I'm hoping the chain of emails is available for review because this is my 3rd time writing about the same, clearly detailed infraction and twice Ms. R., the Macy's representative assigned to this situation, has responded with complete disregard per the issue of my complaint.  I understand funds being held while an online purchase is pending; not the problem.  I understand release times vary; not the problem.  I read Macy's policy on holding funds before ever having contacted the Revdex.com.  PLEASE stop wasting my time with evasive nonsense, unrelated to the issue.  I won't just tire of your useless responses and go away...Macy's held TWICE the amount of funds than what was being purchased.  I've sent in proof (bank statement showing double charges being held) and asked for the matter to be explained and/or addressed in order to fix the online bug in their system which would allow Macy's to hold 2X the funds owed them for ANY amount of time.  Still, the response I'm getting has nothing to do with the issue I've now raised three times over.  I need the Revdex.com to please step in and request that Macy's respond to the matter at hand.
Regards,
[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.  For your reference, details of the offer I reviewed appear below.Macys does not admit fault and did not cooperate with my request.
Regards,
[redacted]

March 30, 2016 [redacted] Re:  [redacted] – Case #[redacted]        Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in...

[redacted] – closed Dear [redacted]: I am in receipt of your [redacted] and Revdex.com complaints, 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 was disappointed to read that you set up electronic billing for the Macy’s [redacted] account referenced above and did not receive any notices from us regarding your monthly billing.  Unfortunately, we have no record of this account being registered on macys.com, no request for electronic billing notices and no e-mail address on file. We sincerely regret any frustration you may have experienced regarding the fraudulent activity on your Macy’s [redacted] account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that you called on February 22, 2016, to report fraudulent use of your account.  At that time, we reported your Macy’s [redacted] account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued.  On February 23, 2016, we forwarded copies of your complaints to our Fraud Department, and I am pleased to share that on February 26, 2016, we removed the $150.00 charge, $64.00 in late fees and $6.91 in interest charges from your account ending in [redacted].  Our records show we received a $156.91 payment on February 24, 2016, and on March 7, 2016, per your request, a refund check for $183.55 was sent to you.  As of today’s date your Macy’s [redacted] account ending in [redacted] is closed with a zero balance. Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and [redacted] delete the late payment history for February 2016 on your Macy’s [redacted] account from your credit report.  Kindly allow at least seven (7) to ten (10) business days for the agencies to modify their records to reflect the information contained in our request. Thank you for bringing this matter to our attention.  With respect to your request for a $1,000.00 Macy’s gift card, I must respectfully decline as we do not provide compensation for matters of this nature.  You can be assured that we have policies in place in order to comply with all federal and state laws in our credit practices.  If I may be of additional assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,Ms. Randi P.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted]       [redacted], Revdex.com

February 14, 2017 [redacted] Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted] Dear [redacted]:  We are in receipt of your response to our reply to your Revdex.com complaint.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to review and respond to your ongoing concerns regarding your Macy’s [redacted] account. Our decision to close an account and lower a customer’s credit limit due to inactivity is a precautionary measure that protects both our customers and Macy’s from unauthorized use of inactive accounts.  We believe this is a customary practice in the credit card industry; however, each lender may establish their own time period for inactivity.[redacted], our position on this situation, as outlined for you in our letter dated January 26, 2017, has not changed. Information regarding non-activity and actions the Bank may take is clearly stated in the terms of your credit card agreement.  Because of your account’s extended period of inactivity, the account was closed, and we are unable to reopen it.  If you would like to open a Macy’s [redacted] account in the future, a new application would be required.  We appreciate this additional opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below. Sincerely,Michael J.Macy’s Executive Office###-###-#### Extension 73381cc[redacted], Revdex.com

[redacted]   [redacted]
 
July 3, 2015
 
 
[redacted]
[redacted]
[redacted]
 
RE:  Shoe Return
 
Dear
[redacted]: 
 
I am
in...

receipt of your complaint filed with the Revdex.com.  As a representative of Macy's Executive
Office, I was asked to review and respond on behalf of Department Stores
National Bank.
 
Please
accept my sincere apology for any inconvenience you may have experienced with
respect to the shoes you purchased at Macy's [redacted] location.  I can understand your frustration and
disappointment when you discovered they were two different sizes.
 
Upon
receipt of your letter, I contacted the Executive Office at Macy's in
[redacted], [redacted].  I explained what
had occurred and was assured that you can return or exchange the shoes
purchased at Macy's [redacted].  They
are able to accommodate whatever you decide as it pertains to the shoes.  Please bring the shoes and your receipt, to
the Macy's [redacted] store and they will be happy to assist you.
 
[redacted], thank you for bringing this matter to our attention and allowing me
the opportunity to assist you.  Your
continued loyalty is important and very much appreciated.   If I may be of further assistance, please
feel free to contact me at the telephone number listed below.
 
Sincerely,
 
 
 
Teryl P.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  The Revdex.com
Complaint ID# [redacted]

November 24, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy's
account ending in [redacted]
        ...

Macy’s [redacted] account ending
in [redacted]
Dear [redacted]: 
Thank for the courtesy you extended to me during our
conversation on November 18, 2015, and accepting my sincere apology concerning
your complaint, which was 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.
As discussed, we sincerely regret any frustration you
may have experienced regarding the delay in locating your $1,423.35 payment
that you mailed on or about August 25, 2015, in time for your September 11,
2015, payment due date.  Also, I am sorry
for our longer-than-normal wait times when you made numerous calls inquiring
whether the copy of payment you faxed several times had been received to
research your missing payment. 
Additionally, I regret that you had to make an additional payment of $1,423.35,
which was received on September 16, 2015. 
I am pleased to learn that your check number 2097 in the amount of $1,423.35
was located on October 23, 2015, and applied to your Macy’s account with a
payment date of September 11, 2015.  You
stated that upon learning your check was located we transferred $1,350.03 from
your Macy’s account to your Macy’s [redacted] account on October 30,
2015, per your request.
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.  Therefore, 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.
[redacted], thank you again for accepting this as
an isolated incident and continue to choose Macy’s for all of your shopping
needs.  As a gesture of our goodwill, I
am sending you a $50 Macy’s gift card that can be used at any Macy's
store.  You will receive this under
separate cover within seven (7) to ten (10) business days.  Of course, if I may be of further assistance,
do not hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

[redacted], We received the Revdex.com issue for [redacted] regarding ID #[redacted]. The customer stated the mattress is defective and disputed the inspection result. We have processed a full refund for the mattress to the customer and they will dispose of the merchandise. They were happy with this...

resolution. Macy’s Executive Office  Jon A. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### |  Fax: ###-###-#### | Email: [redacted]

Dear [redacted]: We have received the rebuttal for Revdex.com Complaint ID #[redacted] by [redacted]. I attempted, again, to reach [redacted] today, 3/11/2016. I left a message on her voicemail advising her the refund posted to her account as of March 9, 2016 and provided her with my direct contact information if she has any questions or concerns. Based on this, we consider this issue resolved. Sincerely,Michele S.lMacy's Executive Office###-###-####

Dear [redacted],
This
is in response to complaint ID [redacted]. The customer confirmed that the sofa
cover was delivered on 12/30/2015. The customer stated she now considers this
resolved as does Macy's. We consider this matter closed.
Sincerely,
Jennifer C.
Macy's Executive Office

May 10, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I am in receipt of [redacted]'s complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have,...

however, left her several messages regarding her concerns. To date, I have not received a response back. Based on the above, I am closing this complaint. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

January 23, 2018     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending [redacted]   Dear [redacted]:   It was a pleasure to speak with...

you regarding your complaint, which was 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 (DSNB). I apologize again for any inconvenience and frustration you may have experienced regarding this matter.   When a request is made to change the payment due date, it can take one (1) to two (2) billing cycles for the change to take effect. I listened to the call from October 9, 2017, when you spoke with the representative regarding the payment due date change. She asked what date you wanted, and you stated the 15th. She informed you that the 16th and 17th were the only dates available around that timeframe, and you chose the 16th. The representative then advised you to allow up to two (2) cycles for the change to take effect, and to check the due date on your billing statement for the next couple of months. The due date was successfully changed to the 16th  of each month, as noted on your December 2017 billing statement.   According to the DSNB Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the Payment Due Date. Interest is charged each month the account carries a balance. The billing statement for the period ending September 5, 2017, had an $891.76 balance with a $28.52 minimum payment due by October 2, 2017. When no payment was received, your account was assessed a $27.00 late fee and a $20.18 interest charge resulting in a $938.94 new balance with an $85.70 minimum payment due (includes a $28.52 past due amount) by November 2, 2017. As a courtesy, we removed the $27.00 late fee that was assessed on October 2, 2017. For clarification, the late fee credit lowered your total account balance; however, it did not decrease the required minimum Now Due payment amount.   Our records show we received three (3) separate payments on October 7, 2017, November 5, 2017, and November 18, 2017, totaling $78.70. Since these payments were less than the $85.70 minimum payment due by November 2, 2017, your account was assessed an additional $27.00 late fee and a $28.38 interest charge resulting in a $924.35 new balance with a $65.38 minimum payment due by December 16, 2017. We received a $28.00 payment on December 16, 2017. Because this amount was less than the $65.38 minimum payment, your account continued to be assessed the applicable late fee and interest charge. I understand you now want a due date of the 25th; however, the system recently updated it from the 16th to the 20th. As a courtesy, I removed a total of $88.50 in fees on January 15, 2017. Please understand that I am unable to credit any additional fees to your account.     Unfortunately, when an account is past due, we are unable to make any changes to the payment due date. Therefore, if you are still interested in changing the current due date of the 20th to the 25th, please contact me once your account is current and I will be happy to review your request.   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, do not hesitate to contact me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

November 4, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint ID #[redacted]
        Macy’s [redacted] account ending
in [redacted]
       ...

Macy’s [redacted] account ending
in [redacted] (closed)
Dear [redacted]: 
I am in receipt of your complaint forwarded to us by
the Revdex.com (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.  Since you filed this complaint with the Revdex.com,
we are sending our response to you via the Revdex.com portal and not to your email
address as requested in your complaint.
While we sincerely regret any frustration you may have
been caused regarding the investigation of the reporting of your Macy’s
[redacted] account to the credit reporting agencies, we already responded
to this same issue when you wrote to Mr. Terry L., Chairman and CEO of Macy's, Inc.,
and the additional correspondence you sent disputing our initial reply to you.  I am
sending you copies of our letters dated August 19, 2015, and September 2, 2015,
which includes a summary of our research as well as our position on the matter.  When you reported your Macy’s American
Express account ending in [redacted] as lost/stolen on May 28, 2015, no further
[redacted] charges were put on that card.  To
clarify, the [redacted] charge for $154.64 on May 25, 2015, was prior to the reporting
of your account as lost/stolen.
Regarding your claim you were not informed about the
charges on your account, we previously informed you that because you did not
update your online billing information, paper statements were sent to the address
listed above on June 6, 2015, July 6, 2015, and August 6, 2015.  When we did not receive any payments for the
July 6, 2015, and August 6, 2015, due dates, your account was reported thirty
(30) days past due to the credit reporting agencies.  Please know that a thorough investigation was
completed on two separate occasions regarding your complaint, and our position
has not changed.  Because the
delinquencies were not as a result of a billing or bank error, we are unable to
remove any history for the time period August 2015.
I am aware this is not the resolution you were
seeking.  Although we like to respond
favorably to every customer’s request, that is not always feasible.  If you have further questions, do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed Nov. 4, 2015
cc:  [redacted],
Revdex.com

May 10, 2016 [redacted] Re: Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]  On behalf of Department Stores National Bank:  Contact Date with Customer:  May 6,...

2016 Complaint Summary:  While shopping on March 19, 2016, [redacted] was unable to open a new Macy’s account to take advantage of the New Account Discount for a jewelry purchase.  She used a [redacted] account to purchase the jewelry.  She was approved for a new Macy's account when she applied online from home.  She would like to be refunded the amount of the New Account Discount she did not receive for the jewelry purchase.  Resolution:  I called [redacted] and apologized for the issue she encountered with her credit application, which appears to have been caused by a computer problem, and for the service she received.  She accepted our offer of a credit of $70.00 to her Macy’s account balance as a resolution to her complaint.  I processed the adjustment and this resolved her complaint.  Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]  cc: [redacted], Revdex.com

Dear [redacted]:  I am addressing this issue on behalf of Macy's Executive Office. Please accept my sincere apology for any inconvenience you experienced regarding your Macy's credit card. All late fees and interest charges totaling $107.00 have been credited your Macy's...

account.Your balance is now zero ($0.00). We have also cleared our internal records of any delinquency associated with this issue, and we requested that credit reporting agencies ( [redacted], [redacted] and [redacted]) delete the late payment history for the months of December 2016  through March 2016 from your credit report. Please allow thirty (30) business days for the agencies to modify their records. This letter will serve as confirmation of our request. As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,  Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email[redacted]

January 13, 2016[redacted]Cincinnati Revdex.com, Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her Macys.com order #[redacted]. [redacted] confirmed that a new order was placed, and she has now received the...

correct item. As an accommodation, I am sending [redacted] a gift card for $30.00 that she may use in store or online. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]