Macy's

P.O. Box 8220   Mason, OH 45040RE:  Macy’s [redacted] Account ending in [redacted]Dear [redacted]:  I am in receipt of your rebuttal dated February 28, 2018, that was filed with the Revdex.com.  Since I previously addressed your concerns, I was asked to review and respond to your most recent inquiries on behalf of Department Stores National Bank (DSNB).  I am sorry that you feel my letter dated February 28, 2018, did not adequately answer your concerns.  Please refer to your billing statements for information on your minimum payment due and payment due dates.As stated in the enclosed DSNB Credit Card Agreement, a minimum payment is due each month on your Macy’s [redacted] account.  Failure to pay the minimum amount due will cause late payments and interest to be applied to your account.  The due date on your account is the 24th of each month.  Our records indicate that on October 20, 2017, we received a payment of $80.00 to satisfy the payment for the October 24, 2017, due date.  Our records also indicate that the minimum payment due for November 24, 2017 was $57.48.  No payment was received by this date, so a late fee of $27.00 and interest of $40.46 was applied to the account.  The minimum payment due on or before the due date of December 24, 2017, was $143.94.  The payment of $60.00 received on December 24, 2017 did not satisfy the minimum amount due.  No payments have been received since the payment of December 24, 2017.  With the amounts past due, including the late fees and interest, your account has a minimum payment due of $342.00 due on or before March 24, 2018. Thank you for allowing me the opportunity to respond to your concerns.  If I may be of further assistance, please contact me at the telephone number listed below.Sincerely,Macy's Executive Office###-###-#### Extension EnclosureCC:  Revdex.com

My complaint has not been resolved.  The man I have been working with, Stephen, has been very professional and courteous, but Macy's HAS NOT RESOLVED THE ISSUE!!  I have been told the problem is a system wide glitch, but I can't believe it takes such a large company over 3 months to fix the problem.  Every month my bill is WRONG and I have to call to get the totals in order to pay the correct amounts.  I have been very willing to go along with the plan, but I am running out of patience and I am thoroughly disgusted that this hasn't been resolved.  I WILL NOT EVER WITHDRAW my complaint. [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, no explanation was provided as to why my card was charged for different times when I only requested one change.  There is also no details as to why I still have not received an email for any orders or payments when it comes to my profile or account.  I appreciate the efforts to resolve but still wanted the item I attempted to purchase at price when I ordered including discount pass I used which placed the original order at about $95.00.  I mentioned this in complaint but no response was given to this as well.  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.  
Regards,
[redacted]

We are in receipt of the above issue and have attempted in good faith to find an equitable , mutually acceptable solution for [redacted]. We have offered a 50% discount on his existing desired purchase (Bag ID# [redacted]) valued at approximately $157. We have also offered to discount a subsequent order by 25%. [redacted] insists that we supply products free-of-charge. We find that unacceptable given the circumstances and we, therefore, see no opportunity for a mutually acceptable resolution. Based on the above, we consider the matter closed with the Revdex.com.Tom H.Senior Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-####

March 14, 2017Dear [redacted]:I am in receipt of complaint number [redacted]. The merchandise was picked up and full credit was applied to the customer's account. The resolution was satisfactory for the customer and Macy's considers the matter closed.  Sincerely,Macy's Executive Office###-###-####...

Extension [redacted]

Hello, We are showing that this item was returned to our location. It arrived back to our warehouse worn and heavily used. It had stains on it and did have a smell to it. We promptly emailed you to notify you that it did not adhere to the return policy that costumes cannot be worn and returned....

After discussing this with you, we advised you to contact [redacted] as they will cover the cost of the return even though it did not adhere to our policy and was worn. You purchased this from [redacted] and we are showing that you contacted them and [redacted] already refunded the purchase. There is nothing more that can be done from our end, the order was refunded in full. Please contact [redacted] directly if you need further assistance with your purchase from them. Thank you

December 13, 2017     [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 liaison in this office, I was asked to review and respond to your concerns.  I apologize for any inconvenience you may have experienced regarding your Macy’s store transaction, and for the time you have invested into getting this situation resolved.    When a charge is incorrectly processed and voided, you may see a pending authorization hold on your account.  Authorization hold is the practice within the banking industry of authorizing electronic transactions done with a debit card or credit card, and holding this amount as unavailable until the merchant clears the transaction, or the hold “falls off”.  In the case of debit cards, authorization holds can fall off the account anywhere from 1–8 business days after the transaction date, depending on the bank's policy; in the case of credit cards, holds may last as long as 30 days, depending on the issuing bank.   After speaking with your banking institution, if they are able to confirm this charge is a pending authorization hold, the hold will “fall off” automatically within the time frame above.  If they confirm this is a valid charge that is being billed to you, the charge must be disputed with your banking institution.  Unfortunately, we are unable to process a dispute with a third party charge card, and would only be able to complete a void to the transaction if completed on the same day.   [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, Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

January 31 2017  [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted] (closed) Dear [redacted]: I have received your most recent comments regarding the complaint you filed with the Revdex.com. As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank (DSNB), I was asked to address your additional concerns. Per the letter dated August 9, 2015, the payment arrangement terms stipulated if you miss or paid late two (2) payments during the payment arrangement, this will terminate the agreement and your account will revert back to the original terms.  For the payment due July 2, 2016, we did not receive this payment until July 22, 2016.  The second late payment was due September 2, 2016, which we did not receive until September 6, 2016.  There is no grace period for payments.  As a result, your payment arrangement was terminated and your account returned to the terms in effect immediately prior to entering into the payment arrangement. In regards to interest being charged on your balance, interest was charged in accordance with the terms now on your account as a result of termination of the payment arrangement.  Per the enclosed Department Stores National Bank Credit Card Agreement, interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.  The payment arrangement was to remove the interest, providing the terms of the agreement was met.  When the arrangement was terminated, you were properly charged interest when you failed to make a payment by your payment due date.  [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you need assistance on a different matter as our decision has not changed on this issue.   Sincerely,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted] Enclosures / mailed January 31, 2017 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 do not want this matter closed until the 30 days has passed to make sure the credit bureaus have removed the negative information. Macy's failed to exercise their due diligence to correct the error. 
Regards,
[redacted]

December 31, 2015
[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 Macy's Executive Office, I was asked to...

review and respond
to your concerns.
On
behalf of Macy's, please accept my apology for any inconvenience you experienced
when the incorrect shoes were sent to you. We truly regret that the error was
repeated, although the appropriate steps were taken to provide for correction.
I could not recommend another purchase of your original selection, without
confirmation of availability and assurance of the correct selection.
Unfortunately, my research did not locate the Nine West Ballet Lug Sole Flats
in a Macy's store near you. If you would want to consider another selection,
that may be best. 
In
respect and consideration I am sending you a $75.00 Macy's gift card for the
inconvenience. If I can be of further assistance, please do not hesitate to
contact me at the telephone number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Cincinnati Revdex.com

I have reordered this comforter set at the savings of $49.99 and will return the other one when it comes. This will tie up $171 of my money for a few weeks until the item is received back and the return is processed, but this was the only solution I found as the lower price is only valid until the...

end of business today. You can close my complaint as I have worked around the issue with little to no help from Macy's Customer Service. Lesson learned for future purchases with this company. Thank you for any time you spent reviewing this, and you can mark it as resolved.I have screenshots of the sale price if you need them, since I just saw that the sale on the comforter set is today only. I have a suspicion that is why I received no additional responses from Macy today, as the sale will be off tomorrow and they are trying not to honor the price adjustment policy.

[redacted]         November 27, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:    I am in receipt of your reply to our original response to your Revdex.com complaint and forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank (DSNB).    Thank you for the courtesy you extended during our telephone conversation on November 21, 2017. As we discussed, on November 10, 2017, I removed the $27.00 late fee charged to your account, as a goodwill gesture and this will lower your account balance only.  Unfortunately, we are unable to lower the current minimum now due by November 26, 2017, of $70.84.  Per the terms of the DSNB Credit Card Agreement, if the minimum monthly payment is not received by the due date as shown on your statement, a late fee is charged.    [redacted], please understand that we are always happy to satisfy our customers in any way possible, however, in order for all our customers to receive fair and consistent treatment nationwide, we must adhere to specific policies and procedures in our credit practices.  If you have any further questions, do not hesitate to call me.   Sincerely,  Rhea B[redacted] 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.

P.O. Box 8220Mason, OH 45040March 12, 2018[redacted]RE: Revdex.com Complaint Number-[redacted]Macy's Account ending in [redacted]Dear [redacted]:| am in receipt of your recent correspondence 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 (DSNB).The terms of the DSNB Credit Card Agreement state that 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 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.Applying this billing policy to your account, the $2.00 interest charge on your June 29, 2017, billing statement was for the interest charged on your account because you carried a balance from the previous billing period. Specifically, you were charged interest for the balance between the last bill date of May 30, 2017, and June 7, 2017, when your payment of $99.88 was received. This resulted in a balance of $2.00 for the billing period that closed on June 29, 2017. A minimum payment of $2.00 was due for this balance by July 26, 2017. Because we did not receive a payment for this balance the account was charged off on January 31, 2018.My review of the account found that all monthly billing statements were mailed to you at the address on the account, which is the same address on your Revdex.com complaint. We have no record of return mail to our offices by the United States Postal Service, which suggests the statements were delivered. I've enclosed the relevant billing statements for your records and review.Although the fee was properly charged, because the balance consisted of interest only, we removed the $2.00 interest charge on February 1, 2018. We have cleared our internal records of any delinquency associated with this issue and requested the credit reporting agencies to update their records and delete any history of the delinquency for the time period of July 2017 through present. Please allow the agencies up to thirty (30) days to make the necessary corrections to their tiles. This letter will serve as confirmation of this request. At your request, we have also reinstated your account. As of the date of this letter, the account is open with a $0.00 (zero) balance.[redacted], thank you for bringing this matter to our attention and for giving me the opportunity to respond. If I may be of further assistance, please do not hesitate to contact me at the telephone number belowSincerely, Lisa B.Macy's Executive Office###-###-####Extension [redacted]cc: [redacted]The Revdex.comAttachments:

February 18,
2016 
[redacted]
[redacted]
[redacted] 
Re:  Revdex.com complaint ID #[redacted] 
      Macy’s account ending in [redacted]  
Dear [redacted]:
I am in receipt of
your additional complaint that was filed with the Revdex.com and
forwarded to Macy’s Executive Office.  I previously
responded; therefore, I was asked to review and respond to your additional
concerns on behalf of Department Stores National Bank. 
Our position in this
situation, as outlined to you in our response of December 15, 2015, has not
changed.  We are unable to remove the payment delinquency from your credit report
for April 2015. 
[redacted], 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 [redacted]
cc: [redacted], Revdex.com

June 11, 2015
 
[redacted]
[redacted]
[redacted]
 
Re:    Revdex.com ID [redacted]
         Macy’s account ending in [redacted]
 
Dear
[redacted]...

[redacted]:
 
I am in receipt of the complaint you filed with the
Revdex.com and forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to
review and respond to your concerns on behalf of Department Stores National
Bank.  Please accept my sincere apology
for any frustration you may have experienced concerning the credit to your above
referenced Macy’s account for merchandise you returned.
 
In researching this matter, I found that on May 9,
2015, we received your return of merchandise to macys.com, which was processed
as separate return transactions.  The
credits for these returns were issued to you in the form of gift cards in the
amount of $174.14, $171.09 and $15.69, respectively.  The return credit of $46.86 was processed and
a Merchandise Certificate was issued and mailed to you for this amount.  When a return of merchandise is processed
through macys.com and the shipping information is different than the billing
information on the original order, a credit in the form of a gift card or
Merchandise Certificate is automatically generated.  You can specify how to receive a credit for a
return by bringing the merchandise, with your proof of purchase, to any Macy’s
store and stating your preference to the associate processing your return.  I regret any misinformation that may have
been provided to you during your telephone conversations with representatives
in your attempts to resolve this issue.
 
I confirmed that on May 20, 2015, your request to have
the returns posted to your Macy’s account ending in [redacted] was processed during
your telephone conversation with a representative.  Kindly note that our normal processing time
frame for completing the transfer of a return credit from a gift card or
merchandise certificate, to a Macy’s account, is between ten (10) and fourteen
(14) business days.  On May 31, 2015, the
gift cards totaling $360.92 were cancelled and a credit for this amount was
posted to your Macy’s account.  In
addition, the $46.86 Merchandise Certificate has been voided and on June 7,
2015, a credit for this amount was applied, resulting in a credit of $471.87 on
your account.  I have requested a credit
balance refund check be issued for this credit, which you will receive under
separate cover, within seven (7) to ten (10) business days.
 
In reviewing your payment history, I confirmed that
your payment of $689.88 was received on May 26, 2015, which is the same day you
spoke with a customer service representative to cancel the automatic payment
option.  Although future payments were successfully
cancelled as you requested, our system had already started processing your
payment; therefore, the May 26, 2015, payment could not be stopped.  For future reference, in order to
successfully cancel an automatic payment, or pending payment, your request has
to be received no later than 24 hours prior to the date of the scheduled
payment.  I apologize for any
miscommunication that may have occurred during your telephone conversation with
our representative concerning the cancellation of your automatic payments.  I understand you are requesting some type of
compensation; however, Macy’s does not provide compensation due to a miscommunication. 
 
[redacted], we regret disappointing you in this
matter.  I hope you will consider this an
isolated incident and allow Macy’s an opportunity to exceed your expectations
in the future.  If you have any
questions, please do not hesitate to contact me directly at the telephone
number listed below.
 
Sincerely,
 
 
[redacted]
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted], Revdex.com  
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 have sent Macy's' a check for $429.55 on August 8, 2016 which was in fact  paid $100 over the minimum that was due, this check has cashed, I t took many letters and phone calls , to receive this bill.  I understand that stores always want to make themselves " look good" and this time  Macy's really have created problems for me. . I was on a deferred payment plan , but was never told that billing would not take place during this period. I understood that interest would be waived. I have sent payment for every bill that was received, but there was a n issue with two credit cards being under the same account number. This took almost a year to resolve. clear. And, I still do not have access to my credit cards.  I am really appalled at their attitude, I have been a cardholder since 2007. Never have I had such issues. 
[redacted]

[redacted]   [redacted]
 
September 22, 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
(DSNB).  Please accept my sincere apology
for any frustration you may have been caused regarding the interest charged to
your Macy’s account noted above, and for the problems you encountered in trying
to resolve this issue.
 
My
research shows that your billing statement for the period ending on June 20,
2015, had a $3,029.93 balance, and we received a payment for this amount on
July 14, 2015.  With respect to the
interest charge, per the DSNB Credit Card Agreement, if you have been paying
less than the Total Now Due on your Revolving account balance each month and
you then decide to pay your balance in full, you will be charged interest
charges on that balance from the first day of the billing cycle until the date
that your payment is received.  The minimum
interest charge is $2.00.
 
Applying
this billing policy to your Macy’s account, the billing statement for the
period ending on July 20, 2015, had a $47.34 interest charge.  This was for interest charged on your account
balance between the last bill date of June 20, 2015, and the date (July 14, 2015)
that your $3,029.93 payment was applied to your account.  When no payment was received for the August
20, 2015, due date, your account was charged a $25.00 late fee and $2.00 minimum
interest charge.  On August 25, 2015, we
removed a total of $50.00 in accumulated late fees, which brought your account
to a $24.34 balance.  On September 20,
2015, we received a $24.34 payment, which brought your account to a zero
($0.00) balance.  As an additional
courtesy to you, I have removed the $47.34 interest that you requested.  You will see this credit on your next billing
statement.
 
Thank you for bringing this situation to our attention
and giving me the opportunity to respond. 
If I can be of further assistance, do not hesitate to contact me at the
telephone number listed below, as I would be delighted to speak with you. 
 
Sincerely,
 
 
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted], Revdex.com

[redacted]   [redacted]   June 19, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Store Experience   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 in this office, I was asked to review and respond to your concerns.  We sincerely regret any frustration you may have experienced and for the problems you described that you encountered in trying to resolve this matter. Thank you for returning my call on June 15, 2017, and for accepting my sincere apology.   As stated, Macy’s goal is to have professional and knowledgeable staff available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  Please know that I regret this did not happen when you called our Executive Office at [redacted] for assistance in purchasing the [redacted] cologne and the Turkish towel.  Therefore, I shared a copy of your complaint with our Store Manager. While we do not like to hear we disappointed you, your feedback is critical as it assists us in understanding our customer’s experiences and directs our attention to areas in which we can improve our service quality.    You stated that you returned the Store Manager’s calls and when you did not hear back from her, you went ahead and purchased the cologne for your uncle as a gift for Father’s Day.  I will notify the store, so they can remove the hold that was placed on the cologne.  As a gesture of goodwill, I am sending you under separate cover, $75.00 in Macy’s Money to use the next time you shop.  Please allow 7-10 business days to receive this at the address listed above.   Thank you for bringing this matter to our attention and giving me the opportunity to respond. We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future. If I may be of additional assistance, please do not hesitate to contact me.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        [redacted], Store Manager

November 8, 2016[redacted]Re: Revdex.com Complaint ID #[redacted]       Macy’s [redacted] account ending in [redacted]       Macy’s store account ending in [redacted]Dear [redacted]:I am in receipt of your additional correspondence to your Revdex.com complaint, forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank.  In researching your account, we show that no delinquencies have been reported for your Macy’s [redacted] account ending in [redacted].  However, our records show a delinquency for your Macy’s store account ending in [redacted], which was reported as past due to the credit bureaus.  It is the Bank’s policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing dispute.  As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the consumer.  Account records show that your billing statement for the period ending December 25, 2012, had a balance of $554.57, with a minimum payment of $25.00, due by January 25, 2013.  When no payment was received by that date, your account was charged a $14.34 interest charge, and a late fee of $25.00.  The billing statement for the period ending January 25, 2013, had a balance of $911.50, with a minimum payment of $80.00 (including a $25.00 past due amount), due by February 25, 2013.  A payment was not received by this date, and your account was charged an additional late fee plus interest and was reported past due to the credit reporting agencies. Enclosed are copies of your statements for the billing periods December 2013 through February 2013.  We received a payment of $200.00 on March 12, 2013.Since the information we are reporting is accurate, we are unable to remove any delinquency from your credit report.  However, we have instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.  The current balance of your account is $1,673.70, with a minimum payment of $91.20 due by October 25, 2016.  As a gesture of good will I have removed the $35.00 late fee.  Please allow one to two (1-2) billing cycles for the credit to appear on your statements. [redacted], I understand that this is not the resolution you were seeking and I apologize for any inconvenience or frustration this matter has caused you.  If I may be of further assistance, feel free to contact me at the number shown below.Sincerely,Tyeisha B.Macy’s Executive Office###-###-#### Extension [redacted]Enclosures / mailed November 8, 2016cc: [redacted], Revdex.com