Macy's

May 16, 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 representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  We sincerely regret any frustration you may have experienced while attempting to resolve this matter.    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.  If you pay the balance in full on your first billing statement by the payment due date, you will not be charged interest for your purchases.  In addition, if you have been paying less than the New Balance on your account each month and you then decide to pay your balance in full, you will be charged interest 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 New Balance in full every month by your payment due date.    My review of the account found that the billing statement for the period ending March 13, 2017, had a $21.27 balance, with a $21.27 minimum payment due by April 9, 2017.  When no payment was received by this date, your account was charged a $21.27 late fee and a $2.00 interest charge in accordance with the terms of the Agreement.  The billing statement for the period ending April 12, 2017, had a $44.54 balance with a $44.54 minimum payment (including a $21.27 past due amount) due by May 9, 2017.  When no payment was received, your account continued to be charged late fees and interest.  My review found that all late fees and interest were charged correctly.    On May 11, 2017, when you called to make a payment, you requested a late fee credit stating that you had not received your billing statement.  As a courtesy to you, our representative removed a $37.00 late fee from the account.  We received your $44.54 payment on May 11, 2017.  The billing statement for the period ending May 12, 2017, included a $0.14 interest charge resulting in a $36.86 credit balance on the account, for which a Credit Balance Refund check was requested on May 15, 2017.  Please allow seven to ten days to receive the check under separate cover.  Copies of your monthly billing statements for the periods ending March 13, 2017, through May 12, 2017, are enclosed as reference.    Per the terms of the Agreement, you agree to notify us promptly in writing if your contact information changes.  Until we receive written notice of your new address, we will continue to send statements and other notices to the address in our records.  This also includes updating your e-mail address when it changes.  Our records indicate that you elected to receive electronic notifications that your monthly billing statements were ready for viewing to the email address [redacted].  We have no record of an email address change and our records show that the notifications sent on March 16, 2017, and April 15, 2017, were both opened and read.   Thank you for bringing this matter to our attention and giving me the opportunity to respond.  I am sorry to hear that this matter led to you closing your account and hope that you will reconsider shopping at Macy’s.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely,  Janice D. Macy's Executive Office[redacted] Extension [redacted]   Enclosures / mailed May 16, 2017   cc:  [redacted], Revdex.com

[redacted]   [redacted] October 18, 2016 [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.  Please accept my sincerest apology for any frustration or inconvenience that this matter may have caused you.  Thank you for the courtesy that you extended during our phone conversation on October 12, 2016.  This letter will confirm our discussion. Upon researching your inquiry, I discovered that your original mattress purchase was completed on July 3, 2016, in the amount of $4,923.12 on your account ending in 1914.  The return for this merchandise was processed on August 16, 2016.  Due to the account ending in 1914 being closed, a physical refund check in the amount of $4,900.13 was sent to you in the mail.  A $22.00 haul way fee was deducted from this refund amount.  As a courtesy to you, I have credited the haul away fee in the amount of $22.00. The second mattress purchase processed to your Macy's account ending in [redacted] on August 16, 2016, in the amount of $3,362.83.  The return for this mattress posted to your account ending in [redacted] on September 26, 2016.  A non-refundable restocking fee in the amount of $512.86, along with a non-refundable pick up fee in the amount of $85.00 were deducted from the original amount of this purchase $3,961.69.  This is the reason for the difference in the amount credited for the second return.  As of today's date, your account ending in [redacted] has a credit balance in the amount of $2,653.13.  As we discussed, I have requested that this credit balance be sent to you in a refund check.  Please allow seven to fourteen (7-14) days for delivery.   In regards to how we have reported to Credit Reporting Agencies, I confirmed that we have not reported any delinquency in regards to your account. [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] 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]

March 29, 2016
[redacted]
re: Revdex.com
Complaint ID: # [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the Revdex.com. As
a representative of Bloomingdale's Executive Office, I was...

asked to review and
respond to your concerns.
Please
accept my sincere apology for any inconvenience you experienced as a result of
the non-receipt of your first shipment in your Bloomingdale's order #[redacted].
Upon reviewing your order I issued credit of $1,160.85 to your Bloomingdale's
account ending in [redacted]. Further, I have requested a complete review of late fees,
interest and reporting of the account for appropriate consideration from July
18, 2015 forward. I will inform you of the results of this request for your
Bloomingdale's account.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. If I can be of further assistance, please do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Marjorie B. Bloomingdale's Executive
Office
###-###-#### Extension
[redacted]
cc: [redacted], Cincinnati Revdex.com

We have reviewed [redacted] file again, and are requesting that your close it.  We have addressed his concerns and he has not presented any new information.  Our position has not changed.  Thank you,   Regards,Janice D. Janice Doerter | Executive Liaison | Executive Liaison Team  ###-###-####

October 11, 2016   Mr. [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s American Express account ending in [redacted] (open)        Macy’s store account...

ending in [redacted] (closed) & [redacted] (stolen)   Dear Mr. [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 Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   In reviewing your account, I found that on September 22, 2016, you informed our Credit Customer Service department that the purchase made on account ending in [redacted] on July 5, 2016, was fraudulent.  Upon notification, we immediately closed that account and created a new account ending in [redacted].  The fraud charges were transferred to the new account in error, causing a late fee and interest charge to accrue.  On October 3, 2016, the fraud charge in the amount of $28.17, late fees of $64.00 and interest charges of $4.00 were removed.   Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] update their records and delete any history of delinquency for the time period of July 2016 through October 2016 on your store account from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request. As of October 3, 2016, I have closed your store account ending in [redacted].  The American Express account remains open with a zero balance.  For your records, I have enclosed a copy of your statements closing dates of July 2016 through September 2016.   Mr. [redacted], thank you for bringing this matter 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.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Monique M[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed October 11, 2016   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]

[redacted]   [redacted]
  
November 19, 2015 
[redacted] 
[redacted] 
[redacted] 
Re:   Revdex.com Complaint...

ID
[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.  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 apology for any concern this matter may have caused. 
I was pleased to learn that
your payment error was corrected.  My
research confirmed that the transfer of your $500.00 payment, made September
29, 2015, was promptly processed on October 4, 2015.  The payment was applied during the billing
cycle for the period ending October 5, 2015, and is shown on that billing
statement; therefore, we are unable to apply that as the payment due for the
billing period ending November 4, 2015.  I
regret any confusion or misinformation you may have been given.  Be assured that this had no negative effect
on your Macy’s account.  As of the date
of this letter, your account balance is $15,314.95 with a minimum payment of
$447.93, due by December 1, 2015. 
Thank you for bringing your concerns
to our attention and allowing me the opportunity to respond.   Feel free to contact me at the telephone
number noted below if you have any additional questions. 
Sincerely,
Michael J.
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 find that this resolution is satisfactory to me.  The customer service rep who gave me the wrong information still needs to be terminated.  She is terrible at her job.. I've been in customet service for over 12yrs and was in retail for 11 yrs.. as a manager.  Inept employees do need to be retrained but sometimes it's best to purge. 
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.   [redacted] - I CALLED THE NUMBER YOU TOLD ME TO CALL.  THE PLENTI RECORDED MESSAGE ASKED ME FOR MY PLENTI  NUMBER.  I DON’T KNOW MY PLENTI NUMBER SO I COULDN’T ENTER IT! I THEN SAID ‘ENROLL’ TO TRY TO ENROLL.  THEY TOLD ME TO ENROLL ONLINE!  AS EXPLAINED IN MY COMPLAINT, I CAN'T ENROLL ONLINE!THE MACY'S REP I SPOKE TO 3-4 WEEKS AGO ALLEGEDLY CALLED PLENTI HERSELF WHEN WE WERE ON THE PHONE.,  SHE THEN TOLD ME SHE’D SEND ME ANOTHER PLENTI CARD.  I STILL HAVE NOT RECEIVED IT.IN MY Revdex.com COMPLAINT, I ASKED MACY’S TO CONTACT ME.  YOU REFUSED.  YOU EXPECT ME TO WASTE MORE OF MY TIME AND ARE APPARENTLY UNWILLING TO TAKE ANY ACTION YOURSELF TO GET MY PROBLEM RESOLVED.  I AM AT A TOTAL, UTTER LOSS AS TO HOW TO GET MY PLENTI ACCOUNT SET UP, TAKE ADVANTAGE OF MY PLENTI  POINTS, AND GET THE REBATES OR CREDITS I WAS PROMISED BY MACY’S.  WHAT DO YOU SUGGEST I DO NOW??    ARE YOU GOING TO HELP ME - OR JUST HOPE I'LL GO AWAY? 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.   I've been working with Theresa at Macy's and she's been very helpful. But I can't agree to close the complaint just yet. I have not received a refund for the sport coats that were returned. She said that it may take 7 to 10 days to process. So it would be premature for me to agree to close the complaint right now. That refund has not yet been received. 
Regards,
[redacted]

[redacted],
 
We
received the complaint for [redacted] regarding ID [redacted]. The
customer stated they have had multiple issues with their dining set order
ranging from receiving a full refund to receiving damaged merchandise. We have
verified the customer has received their...

refund and will contact them when
their exchange table is available for delivery. In addition, we have processed
an additional credit for their inconvenience.
 
Macy's
Executive Office

March 8, 2017   [redacted]
[redacted]
[redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s American Express account ending in [redacted]   Dear Mr. [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 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, your April 24, 2016, billing statement had a balance of $80.25, with a $27.00 minimum payment due by May 21, 2016.  When no payment was received by this date, a $27.00 late fee and $2.00 interest charge were applied.  No payments were received for your payment due dates of June 21, 2016, and July 21, 2016.  Two $37.00 late fees were assessed, along with a total of $5.61 in interest charges.  As of your billing period ending July 25, 2016, your account balance was $188.86, with a $141.61 minimum payment due by August 21, 2016.  When no payment was received by this date, a $37.00 late fee and $4.13 interest charge were applied, resulting in a $229.99 balance, with a $185.74 minimum payment due by September 21, 2016.  Your account was closed on August 25, 2016, due to four (4) consecutive months of delinquency.    On September 7, 2016, we received your $186.00 online payment, which satisfied your $185.74 minimum payment amount.  Please note that your full balance of $229.99 would have appeared online when you reviewed your account online and submitted your payment.  After your payment, a $46.39 balance remained, with a $27.00 minimum payment due by October 21, 2016.  Unfortunately, when we did not receive any additional payments, the cycle of accruing late fees and interest repeated, resulting in a current balance of $198.19.  All fees were legitimately assessed in accordance with the terms of your DSNB Credit Card Agreement, and your payment was applied toward $80.25 in merchandise charges, and $105.75 in late fees and interest.  Therefore, I must respectfully decline your request to refund any portion of this payment.  On March 7, 2017, as a gesture of our goodwill, I removed $175.00 in late fees, and $23.19 in interest charges, resulting in a zero ($0.00) balance.    Mr. [redacted], thank you for allowing me the opportunity to respond to your concerns.  If I may be of additional assistance in the future, please do not hesitate to contact me at the phone number below.   Sincerely,     [redacted] Macy’s Executive Office [redacted]   [redacted]  [redacted]   [redacted]  [redacted]
[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.  If the item cannot be delivered to my home I would like the delivery charge to be reduced. 
Regards,
[redacted]

July 18, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID [redacted] Dear [redacted]:   I am in receipt of your Revdex.com complaint, which was forwarded to Macy’s Executive...

Office.  As a liaison in this office, I was asked to review and respond to your concern regarding Macy’s return policy.  We sincerely regret any inconvenience you may have experienced as a result of this matter.   For clarification, our return policy did change on October 3, 2016.  With a receipt, most merchandise purchased in a store can be returned for a full refund within one year of purchase to the original form of payment.  Some restrictions apply and are posted in certain departments.  Without a purchase receipt, a gift card will be issued for the item’s lowest selling price within the last one hundred eighty (180) days.  Our policy was revised on October 19, 2016, to include an exception to cosmetics, in that any new or gently used cosmetic or fragrance product purchased at Macy’s that does not meet the customer’s needs, will be accepted for return.  From your complaint, it appears that the associate you spoke with was not aware of the policy update, and for this, please accept my personal apology.    [redacted], should you wish to return to the store to have the refund processed to your original form of payment, please bring the item with your receipt in to the store and request to speak to the store manager.  Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of further assistance, please contact me at the number listed below.    Sincerely, Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com Manager, [redacted]

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

[redacted]  Dear [redacted]: This email is to acknowledge the receipt of your Revdex.com complaint ID [redacted]. As a representative of Macy's Executive Office, this complaint has been assigned to me for review and response.While I have not...

spoken to you directly, it appears that your issue has been resolved. Upon investigating your issue, I found an order that was placed for a replacement gift card for $100. The gift card tracking shows it was delivered to you on 7/20/16. Based upon this, Macy's considers this matter closed and resolved. If you have not received the gift card, please contact me via email or the number below for further assistance. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

June 16, 2016[redacted]
[redacted]
[redacted]Re: Macy's Account ending in [redacted]    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 Department Stores National Bank.A review of our records confirms your account was set up on a short term forbearance plan for twelve months which reduced the amount of your payments and interest.  The terms and duration of this plan were agreed upon by you and set up on September 9, 2014.  The plan continued through October 2015.  On this plan automatic payments were made each month and you were notified by mail of our intent to withdraw the payment prior to the actual withdrawal.  The billing statement for the closing date of October 6, 2015, reflects the standard variable interest rate of 24.5% (not the reduced 3% rate shown on the previous twelve statements) and the end of the payment plan.  Our records also show that you contacted Macy's Executive Office on December 3, 2015, and spoke with Ms. Betty D. regarding an extension of the payment plan.  Ms. D. researched the matter and explained that in order to re-enter the short term forbearance program, you would need to wait twelve (12) months and have a different reason to qualify. We have received no payments since September 18, 2015, resulting in monthly late fees and interest charges to the account until the account charged off on May 8, 2016, with a balance of $2,232.87.  Your account was assigned to [redacted], an external collection agency.  Please contact [redacted] at ###-###-#### to make payment arrangements or a settlement offer.[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,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    The 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'm still facing problems with Macy's not fully honoring their word on this complaint. Macy's has now sent a letter asking me to pay interest on this fraudulent amount.I see that they have cleared the previous error in my credit report. Please suggest.Thanks,[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.  However I did not receive the $50.00 money certificate they have specified in the response. Was this provided to you? Please let me know. 
Regards,
[redacted]