Macy's

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. Thank you.  Sincerely, Bobbie A.Liaison,...

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

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. Thank you.  Sincerely, Bobbie A.Liaison,...

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

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: ###-###-####

October 25, 2016     [redacted]   Re:  Revdex.com Complaint ID #[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.    Please accept my sincere apology for any inconvenience you may have experienced during your recent visit to our [redacted] store.  As customer service is crucial to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided.  It appears that we fell short of our goal to provide you excellent customer service and we thank you for bringing this matter to our attention.  As a company committed to outstanding service, I assure you that we do not condone or tolerate rude or abusive behavior.  I forwarded your concerns to the appropriate parties so that they may address this matter directly.   In regards to the attempted merchandise return, 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 within 365 days.  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.  In speaking with the store, it was confirmed that the merchandise you attempted to return was purchased in 2011, which is outside of the 1 year policy and therefore is unable to be accepted for return or exchange.    [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our return policy uniformly to all of our customers and cannot make an exception in this matter.  Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Store Manager, [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. 
On
behalf of Macy's,...

please allow me to again apologize for any confusion and the
inconvenience you experienced with our ordering process.  We feel that it is important for our
customers to not only understand, but to be comfortable with our ordering
procedures.  When an order is placed
online or via telephone, an electronic request is submitted to your credit
card's issuing bank to confirm availability of funds.  The bank then places an authorization hold on
your account for the requested amount.  Your
card is not charged until the merchandise has shipped from the fulfillment
center; therefore, any funds held by your bank are not transferred to us.  The authorization amount is then released to
your bank within a 24-business hour period of order placement.  However, the amount of time for the removal
of an authorization hold varies between credit card companies. 
In
this instance, your macys.com order number [redacted]8 contained two shipments
in which you were charged $37.99 and $54.99. 
The authorization amount of $92.98 was released to your bank within a
24-business hour period from October 23, 2015. 
As it stands, your account should not reflect any authorization hold
from Macy's pertaining to this order.
We
understand your concerns and are working diligently towards implementing a new
authorization hold process.  Currently,
if at any time you require an authorization hold be removed, please feel free
to contact us directly via telephone for assistance at ###-###-####.  You may be required to be on the line to
process this request.  Please note that
authorization holds are removed at the discretion of the credit card's issuing
bank. Thank you again for bringing this matter to our attention and giving me
the opportunity to respond.  Your
business is important to us, as well as appreciated.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]

March 17, 2017     [redacted]   Re:  Consumer Financial Protection Bureau - Case #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:    We are in receipt of your complaint filed with the [redacted] and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank. Please accept my apology for any concern you may have experienced in this situation. Be assured that the Bank is in compliance with credit laws and regulations.   My research confirmed that your Macy's account was opened on March 12, 2011. Enclosed are copies of monthly statements for the billing periods of October 12, 2012, through June 12, 2013. They were mailed to the address you provided as the billing address, which matches the one shown above. These serve to both validate your account and confirm the delinquency being reported for April 2013. The reverse side of our monthly billing statements contain the notification required under the Fair Credit Reporting Act about the reporting of your account delinquency to the credit bureaus. Your account was closed on March 12, 2013. Credit applications contain sensitive information and are proprietary information of the Bank. We do not provide copies of credit applications unless required by law. We are not required to provide a copy of an application to validate a debt under the FDCPA.   As a credit provider, we are obligated to accurately report the account to the credit reporting agencies, whether it is favorable or unfavorable to the consumer. Regrettably, we are unable to accommodate your request to remove the reference to the account from your credit report. However, on March 7, 2017, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”. We found no differences in what the Bank is reporting to the three credit bureaus.   Thank you for giving me the opportunity to reply. While we would like to respond favorably to all customer inquiries, at times it is not feasible. If you have any other questions, feel free to contact me at the telephone number listed below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   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.  Customer called indicating he is making the payment even though it is 6 years old. Is sending a note to Macy's indicating his displeasure with this process but at this point the matter is considered to be resolved.
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. 
On
behalf of Macy's,...

please allow me to again apologize for any confusion and the
inconvenience you experienced with our ordering process.  We feel that it is important for our
customers to not only understand, but to be comfortable with our ordering
procedures.  When an order is placed
online or via telephone, an electronic request is submitted to your credit
card's issuing bank to confirm availability of funds.  The bank then places an authorization hold on
your account for the requested amount.  Your
card is not charged until the merchandise has shipped from the fulfillment
center; therefore, any funds held by your bank are not transferred to us.  The authorization amount is then released to
your bank within a 24-business hour period of order placement.  However, the amount of time for the removal
of an authorization hold varies between credit card companies.   
In
this instance, on October 6, 2015, an authorization hold in the amount of
$139.28 was placed on your account.  This
authorization amount was then released to your bank within a 24-business hour
period from this date.  Your order was
due to have two shipments in which you would be charged $92.62 and $46.66,
accordingly.  Unfortunately, our records
indicate no charges were put through to your account.  As it stands, your account should not reflect
any authorization holds or charges from Macy's pertaining to this order.
If
at any time you require an authorization hold be removed, please feel free to
contact us directly via telephone for assistance at ###-###-####.  You may be required to be on the line to
process this request.  Please note that
authorization holds are removed at the discretion of the credit card's issuing
bank. Thank you again for bringing this matter to our attention and giving me
the opportunity to respond.  Your
business is important to us, as well as appreciated.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Revdex.com of
Cincinnati

October 15, 2015  [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy's account ending in [redacted] Dear [redacted]:  I am in receipt of your additional concerns filed with the Revdex.com which was forwarded to Macy's Executive Office on October 5, 2015.  As I am also a liaison in this office, I was asked to review and respond on behalf of Department Stores National Bank.  We addressed the issue of your credit report when we responded to your previous complaints filed with the Revdex.com on July 23, 2015 (Complaint ID #[redacted]), and on September 10, 2015 (Complaint ID #[redacted]).  Enclosed you will find copies of our prior responses dated August 3, 2015, and September 21, 2015.  My research shows that we are no longer reporting any delinquency for your account and that we requested [redacted], and [redacted] delete the delinquency from your credit bureau report on July 29, 2015.  Please note that credit reports are completely managed by the credit reporting agencies and we have no control over how your credit score is calculated.  If you are worried about a low credit score, you will need to contact each credit reporting agency directly. [redacted], while we would like to respond favorably to every customer’s request, it is not always feasible.  We are sorry that we have disappointed you in this matter. Sincerely,Ms. Randi P.Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc:  [redacted], Revdex.com

November 16, 2017   [redacted]   Re: Revdex.com Complaint #[redacted]      Macy’s account ending in [redacted]   Dear [redacted]:   We are in receipt of your follow-up comments to our original response filed with the Revdex.com. Since I am familiar with this situation, I was asked to respond to your continued concerns behalf of Department Stores National Bank. I regret our original reply did not completely address your concerns.   Macy’s monthly billing statements contain important messages for all of our account holders. Your statements for the billing periods ending September 29, 2017, and October 30, 2017, had messages that served to inform you that your account payments were past due. These notices also provide a telephone number to use to make a payment or request additional assistance. Please find enclosed copies of those statements for your review.   [redacted], thank you again for contacting Macy’s and allowing me to respond to your inquiry.   Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed November 16, 2017   cc: [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.  Geepa of Macy's executive office contacted me and issued an approved RA to return the sofa with quality issues Wednesday, March 2nd, 2016, Macy's scheduled the pick up of the two piece sofa at 11:00 am.  This matter has been resolved. 
Regards,
[redacted]

October 5, 2015  [redacted],
[redacted]  Re:  Revdex.com ID [redacted] submitted
by [redacted]        Macy's
account ending in [redacted]  Dear [redacted]: 
  I am in receipt of the most recent complaint to the
Revdex.com, submitted by [redacted], which was forwarded to
Macy's Executive Office.  As a
representative of this office and because I am familiar with your file, I was
asked to review and respond on behalf of Department Stores National Bank.  Since this is an individual account in your
name only, I am directing my response to you. 
  As stated in my previous response, there were no
payments required for the billing periods of March, April, May and June 2015.  No payment could be made because there was no
Minimum Amount Due on the account at the time you wanted to schedule a payment.    On January 21, 2015, when you disputed your $919.30
account balance, we placed a fraud alert on your account.  When this dispute was resolved on July 8,
2015, we removed the fraud alert. When the $919.30 disputed charge on your
Special Event Account balance was resolved in June and shown on your July 28,
2015, billing statement a Total New Balance of $594.87, had a $72.00 Minimum
Payment Due by [redacted] 28, 2015. Your payoff date of February 28, 2016, did not
change.  In regards to your request for compensation, [redacted] who resolved your furniture concerns, advised that you were compensated
with an adjustment of $324.42 on January 2, 2015, an additional adjustment of
$183.37 on March 12, 2015, and you were sent a gift card in the amount of
$175.00 on December 18, 2014, for a total of $682.79.  Therefore, I must decline your request for
additional compensation.  [redacted], thank you for giving me the opportunity
to respond.  If I may be of further
assistance, please call me at the telephone number listed below.   Sincerely,  Janice
D. Macy's
Executive Office ###-###-####
Extension [redacted]  cc: 
[redacted], Revdex.com

[redacted]   [redacted]       February 13, 2017     [redacted]  [redacted]   Re:  Revdex.com ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:    I am in receipt of your most recent comments 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 continued concerns on behalf of Department Stores National Bank.    It was disappointing to learn that you were not satisfied with our prior two responses; however, our position has not changed.    [redacted], we are sorry that we have disappointed you in this matter.  I hope that you will allow Macy's an opportunity to exceed your expectations in the future.   Sincerely,     Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]

February 27, 2017[redacted]Re: Revdex.com Complaint ID #[redacted] Macy’s store account ending in [redacted] (closed)Dear [redacted]:I am in receipt of your additional comments concerning the Revdex.com complaint you filed, 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 Department Stores National Bank (DSNB).  According to the terms of the DSNB Credit Card Agreement, you agree to notify us promptly of any change in your address.  Until we receive notice of your new address, we continue to send statements and other notices to the address in our records.  This also includes updating your email address when it changes. We have no record of receiving any notice from you, or that any attempts were made to update or change your billing information, including your email address enrolled for paperless billing through your online account profile. As stated in my letter dated January 31, 2017, our records confirm all email billing notifications were successfully delivered to the email address you provided.  I regret any misinformation you may have received previously while speaking with a representative concerning the past due status of your account and your credit report. As previously explained, I confirmed that no bank error occurred; therefore, the delinquency cannot be removed. [redacted], I hope that you can understand our position on this matter although it may differ from your own. If you need assistance on another matter, please feel free to contact me.  Sincerely,  Monique M.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], and have determined that this does not resolve my complaint.   I have filed a police report against Macy's since I believe that the sales associate who took my payment used my card and made fraudulent purchases. Yes, I have called numerous times to try and get this resolved. I have sent everything requested to prove my claim. They need to review the cameras and see that this was fraudulent. Since I have filled the complaint they are not returning my calls. This is very unprofessional. Please remove this from my credit file. This is not fair to be negatively reporting information against me when I paid my balance in full on time. 
Regards,
[redacted]

[redacted]   [redacted]       July 11, 2016     [redacted]   Re: Macy's Virtual Gift Card   On behalf of Macy’s:   Contact Date With Customer:  June 27, 2016   Complaint...

Summary:  [redacted] received a virtual gift card via email in July 2015.  He attempted to use the gift card in May 2016 and received an error message alerting him to issues with the gift card and directing him to contact customer service. After attempting to resolve the issue with customer service, he was still unable to use the girt card.   Resolution: I contacted [redacted] on June 27, 2016 and advised him that the gift cards do not expire but as a safety precaution the links that the virtual gift cards are sent on are broken after 60 days of non-use.  I informed him that we can resend the link and that if he wished to use this in store he would need to print a copy of the gift card out and present it at the checkout counter.  I informed him that the email with his new gift card will arrive within the next 24 hours, and should be used within the next 60 days. The link was successfully sent to the email address that he provided.     Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]   August 3, 2016     [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 Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  I apologize that you have attempted to contact Macy's Corporate Office in writing several times in regards to this matter and have not received a response; however, this is the first correspondence our office has received.   After researching the purchase and return you referenced in your complaint, I discovered the 3/4 sleeve wool coat was purchased on October 16, 2015, on a Macy's [redacted] account.  Further research confirmed that the receipt for this purchase was sent to the purchaser’s email address.  Your Macy’s account was never charged for this purchase.  On December 2, 2015, a return for the jacket was made in store.  The refund was applied to your Macy's account ending in [redacted] in error, in the amount of $134.75.  This credit can be seen on your billing statement dated December 11, 2015.  I have enclosed a copy this statement for your records.  On July 23, 2016, I processed an adjustment to remove the credit from your account and apply the credit to the purchasers’ account as it should have been originally.  Both of these adjustments will appear on the next month’s billing statements.   I understand that you are requesting some type of compensation.  It is not Macy’s policy to compensate for matters such as this.  However, as a gesture of our goodwill, I have applied a credit to your account in the amount of $100.00.  As of today’s date, the balance due on the above-referenced account is $769.70 with a minimum payment due on August 8, 2016 in the amount of $27.00.   [redacted], thank you for bringing this matter to our attention, if I can be of any further assistance, please contact me at the number listed below.   Sincerely,     Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure/ mailed August 3, 2016  cc:  [redacted], Revdex.com

P[redacted]   [redacted]     September 5, 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 and forwarded to Macy's Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank. Please accept my apology for any concern this matter may have caused.   My review confirmed that the last payment we received for your account was on March 9, 2017, in the amount of $81.00. Due to serious delinquency, your Macy’s account was charged-off as a bad debt, with a balance of $1,664.29, on August 17, 2017. Your account is currently assigned to [redacted], a third-party collection agency. I invite you to contact them directly at ###-###-#### to determine if a payment plan is available to you. We are unable to accept online payments through the macys.com website for accounts that are charged -off. In addition, interest charges and late fees were applied to your account in accordance with the terms of the DSNB Credit Card Agreement. Accordingly, we cannot make any adjustments to them.   [redacted], thank you for allowing me to reply. While we would like to respond positively to every customer, at times it is not feasible. If I may be of assistance on another matter, feel free to contact me at the telephone number listed below.   Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com  The Macy's card is issued by Department Stores National Bank.                               This is an attempt to collect a debt and any information obtained will be used for that purpose.

Dear [redacted], We are in receipt of Revdex.com complaint number [redacted]. I have reached out to the customer and adjusted the order as a one-time courtesy. I explained it was a 3rd markdown and we do not price match on such items going forward. Based on this information we consider this matter closed...

satisfactorily. Thank you.  Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will contact Revdex.com if the action by MACY's id not done and credit report is not corrected
Regards,
[redacted]