Macy's

[redacted]:We received a second rebuttal (third inquiry) from [redacted] Thankur today.  We will not be responding to this inquiry, as we have already stated we will not be removing the delinquency because a payment was still due on the valid balance.  We have explained this in great detail, the customer just does not agree with the decision.Thank you,Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [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. Hello, I apologize for now responding timely, I read  that my case said do nothing, I didn't realize a response from me was needed 
Regards,
[redacted]

[redacted],
 
We
are in receipt of complaint id# [redacted]egarding the customer's
purchase.  We have spoken with the
customer and explained our pricing policy. As a one-time accommodation, we have
adjusted the customer's order accordingly. At this time, Macy's will...

consider
this matter closed.
 
Thanks,
 
Macy's Executive Office

January 16, 2017  [redacted]   re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, I do apologize for the further concerns with your issue. Thank you for your courtesy when we spoke on January 16, 2017. As you did not receive the accommodation gift card that was sent to your home, I am replacing this with a gift card sent to your email. Certainly, let me know if you have any further concerns. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

February 22, 2018Dear [redacted]: I am in receipt of your complaint #[redacted] 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. Your continued loyalty is important to us and we are sorry...

we have disappointed you. I show your refund for this order was processed on 01/23/2018. Partial went to your [redacted] ending [redacted] in the amount of $26.44 and the other $5.00 to another [redacted] account ending [redacted]. I have forwarded the customer service errors mentioned to the appropriate parties for coaching purposes. I hope this won't keep you from shopping with us in the future. If I may be of further assistance, please feel free to contact me at the telephone number listed below. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Dear [redacted]: We are in receipt of Revdex.com Complaint Rebuttal #[redacted] for [redacted]. I've left messages and multiple emails requesting contact if the customer is still not satisfied.Our policy remains regarding Authorization Holds and Consumer Protection. Her experience was not different...

for anyone else under the same circumstances. I've advised her what happened, in writing. She has my direct contact information.Based on the above we consider this issue resolved. Michele S.Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

September 21, 2017 [redacted] Re: Revdex.com Compliant ID [redacted] Dear [redacted]:  I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to his satisfaction. Based...

on this information, Macy's considers this matter closed and resolved. Sincerely, cc; [redacted]  Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8220   Mason, OH 45040Office: ###-###-####

December 11, 2015
[redacted]
[redacted]
[redacted]
Re:       RevDex.com Complaint #[redacted]
            Macy’s
account ending in...

[redacted]
            Macy’s [redacted] 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.
To clarify, when applying for a Macy’s credit account
in our stores, if the applicant only wants a Macy’s store card, they must check
the box that reads 'consider me for a Macy's card only' or else the application
will be considered for a Macy’s [redacted] card.  This option appears on the electronic
signature pad at the end of the application process.  Since you did not check this box, you were
issued a Macy’s [redacted] card.
As you are aware, your Macy’s [redacted] card is
designed to separate your Macy’s purchases from any purchases made outside of
Macy’s.  There are two credit lines
attached to one credit card.  When your
credit card is used at a register inside one of our Macy’s stores or at macys.com,
the charges will be applied to your store account.  When your credit card is used at a register
outside one of our stores, the charge will be applied to your Macy’s [redacted] account.  Separate statements are
issued for each account and are sent approximately one (1) week apart.
In reviewing
this issue, I found that the Macy’s [redacted] account number was used
when the macys.com associate placed the macys.com order on July 29, 2015.  I apologize for any inconvenience and
frustration this may have caused, and subsequently, when you received
collection calls that your Macy’s [redacted] account was past due.  I confirmed that the $5.00 late fee and $2.00
interest that was charged to your Macy’s [redacted] account on September
3, 2015, and September 7, 2015, respectively, have been removed.  Also, we waived the $2.00 minimum interest
charged to your account on October 8, 2015, which brought your account to a
zero ($0.00) balance.  Additionally, I
confirmed that your account was not reported to the credit reporting
agencies.  I regret that you did not get
a response to your email and received a closed business message when you called
our Credit and Customer Services.  The
business hours are 9:00 a.m. to 10:00 p.m. Pacific
Standard Time, and on Sundays from 10:00 a.m. to 9:00 p.m. Pacific Standard
Time.
[redacted],
be assured that the service you described is not typical of the level of
quality service that we strive to provide. 
Therefore, we thank you for the time you took to bring your concerns to
our attention and for giving me the opportunity to respond.  You 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, 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

I am in receipt of your complaint filed with the Revdex.com regarding your Macy’s account.  Regrettably, I was unable to locate your account or any reporting information with the Credit Reporting Agencies based on the limited information provided in your complaint.  ...

Unfortunately, I received a “invalid number” message when attempting to contact you at the telephone number listed on your complaint (###-###-####). However, I welcome the opportunity to speak with you.   I am eager to respond and bring this matter to resolution; however, I am aware that you are hesitant to provide any additional information.  In order to research this matter further, I must obtain access to your Macy’s account.  In order to locate your Macy’s account, I am requesting that you provide any of the following information: 1.       Macy’s Account Number(s):2.       Were you listed as an Authorized User, Primary Account Holder, or Joint Account holder?3.       If you were listed as an Authorized User, or Joint Account Holder:What is the name (and contact information) of the Primary Account holder?4.       Have you had a name change since opening (or closing) the Macy’s account?If so, what is your maiden name?5.       Address(s) previously listed on the account:6.       Phone number(s) previously listed on the account: Please know that I respect your hesitation to provide any information and that any information you provide to me will only be used for the purpose of responding to your complaint.  Upon receipt of any of this information, I will research our credit systems for your Macy’s account and advise my findings.  If you prefer that I speak exclusively with your Attorney regarding this matter; we require the attached Authorization To Release Credit Information Form (or a similarly positioned release signed by you) to be in our records before proceeding.   This form may be returned to me via email for faster processing.  Thank you for allowing me the opportunity to respond to your concerns.  You and/or your Attorney are more than welcome to call me with any questions.  I will be returning to the office on Monday at 9am Pacific. Have a nice weekend, Stephen C.| Executive Liaison | Macy’s Executive Office ( ###-###-#### FAX ###-###-#### [redacted]

August 01, 2016[redacted]
Re: Macy's Account Ending in [redacted]    Complaint [redacted]Dear [redacted]:  I am in receipt of your correspondence 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 for any inconvenience you may have experienced as a result of telephone calls to you.  Per your request, I have noted your account to indicate the only telephone number and address to be used when contacting you are ###-###-#### and [redacted].If you need further assistance, please contact me at the number below.  Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted]     The Revdex.comThis is an attempt to collect a debt and any information obtained will be used for that purpose.

Dear [redacted]: I am in receipt of [redacted]'s complaint. 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. I...

reviewed the customer's order, and confirmed that she was not charged for the items she ordered. The pending amounts that were showing on her account were authorization holds that should have fallen off. To date, I have not had a response back from [redacted]. Based on the above, Macy's considers this complaint closed. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]
November 30, 2015
[redacted]
Re:    Revdex.com 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.
Upon
review, I found that we previously responded to this same issue when you wrote
to [redacted] Terry L., Chairman and CEO of Macy’s.  I am sending you a copy of our letter dated
October 21, 2015, which includes a summary of our research that all late fees
charged to your account on August 23, 2015, and September 20, 2015, were
removed including an explanation of the Minimum Payment Due.  I confirmed that we removed a total of $116.74
in accumulated fees which included a total of $93.00 in late fees and $23.74 in
interest charges as shown on your billing statement for the period ending on October
23, 2015 (copy enclosed).  As of the date
of this letter, your account has a $676.54 balance with a $27.00 minimum
payment due by December 20, 2015.
I want
to further explain that our system upgrade caused some challenges which
resulted in a disruption of online servicing for many customers including you,
as well as longer-than-normal wait times for customers calling us.  We again sincerely apologize for any
frustration that this may have caused you, and for the problems you encountered
while attempting to have the fees removed. 
I am also sorry that after being placed on hold for more than 10
minutes, your call was disconnected. 
Please be assured that we are doing everything we can to ensure we
provide you the level and type of service you have come to expect at Macy's.
[redacted], we regret this matter escalated to this point; however, we appreciate
the time you took to bring your concerns to our attention and for giving me the
opportunity to respond.  To restore your
faith in Macy's, I would like to invite you to shop with us again by accepting $25.00
in Macy's Money that can be used at any of our Macy's stores.  I am sending this under separate cover, which
you should receive within seven (7) to ten (10) business days.  If I may be of any further assistance, do not
hesitate to call me at the telephone number listed below.
Sincerely,
Regina M/
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc: [redacted], Revdex.com

February 19, 2018[redacted]l [redacted]RE: Macy's Store Experience at [redacted]     Phone ResolutionDear [redacted]:  On February 13,2018, I spoke with [redacted] as the correspondence did not indicate the Macy's location that...

the incident occurred in. He confirmed that the monetary portion of the concern was resolved however he still desired to speak with the Executive Team regarding the overall experience.On February 16 2016, I e-mailed the Executive Team at [redacted] and explained [redacted] experience and his desire to speak with a member of the Executive Team. On February 16, 2017,Melisa P., the store manager contacted me stated that she had attempted to contact [redacted] in December 2017 without success. She states that she will contact him today.Melissa P. responded to me and let me know that she spoke to [redacted] and is sending $50.00 in Macy's money as an accommodation for the poor store experience.I consider this matter closed. Sincerely,Carrie A.Macy's Executive Office###-###-#### Extension [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]   [redacted]
April 20, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint [redacted]
       Macy’s [redacted] account ending
in...

[redacted]
Dear [redacted]: 
I am in receipt of your complaint forwarded to Macy’s
Executive Office by the Revdex.com. 
As a representative of this office, I was asked to review and respond to
your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any
frustration this matter may have caused you.
In reviewing your account, the $2.36 interest charge
that appeared on the billing statement for the period ending July 6, 2015,
included interest for the funds loaned to you between the last bill date of
June 6, 2015, and the date (July 3, 2015) that your $100.00 payment was applied
to your account.  This resulted in a
total balance of $119.66 due by August 6, 2015. 
We received a payment of $117.30 on August 2, 2015; however, the payment
did not completely satisfy the balance which caused the additional interest to
be charged.  As a courtesy to you, a
total of $18.36 in interest charges were removed on March 16, 2016 and a credit
balance refund check of $16.36 was sent to you on March 20, 2016.
In addition, we have cleared our internal records of
any delinquency associated with this issue, and have requested the credit
reporting agencies update their records and delete any history of delinquency
from the time period of September 2015 through March 2016.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.
[redacted], thank you for bringing this matter to our
attention and allowing me the opportunity to respond.  Should you wish to reconsider the use of your
Macy's account in the future, please do not hesitate to call me at the
telephone number listed below.  
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

August 29, 2017Dear [redacted]: I am in receipt of your complaint # [redacted] 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. I have left several voicemails and emails requesting you return my call to ensure this problem has been resolved. The number is listed below. Thank you for your time in this matter. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.[redacted]Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]     August 29, 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 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.   Please accept my sincere apology for any frustration you may have experienced in regards to the non-receipt of your card and statements on your Macy’s account noted above.  Customer service is crucial to the success of our business; therefore, it is always a concern when one customer is not satisfied with the level of service received.  The service you described is certainly not the typical level of quality customer service we expect from our associates.  It was disappointing to read about the behavior of our employees when you attempted to resolve this issue in our Macy’s [redacted] Store.  Consequently, I have forwarded a copy of your complaint and our response to the appropriate management so that they may address this matter directly.    Upon review, I found that on July 25, 2016, your address was updated to include the apartment number and a new card was sent to you.  The late fee of $27.00 was removed on August 19, 2016, when you called to speak to a representative, who also credited $15.00 as a gesture of goodwill.  On August 22, 2016, as a courtesy, a representative removed the remaining interest charge of $3.96.  As of the date of this letter, your account is open with a balance of $238.87.  I have enclosed copies of your billing statements for the periods ending July 14, 2016, and August 14, 2016, for your review.   For clarification, when a customer closes their account, it will report to the credit agencies as “closed by customer” and could impact your credit score.  If you would like to continue with closing your account, please contact our Customer Service Department at the telephone number on the back of your Macy’s card.   Additionally, our calls are intended as a courtesy to remind customers of a recently missed payment, and are also an opportunity to assist our customers with maintaining a good payment and credit history with us.  It was never our intent to cause you any inconvenience.   Furthermore, I have cleared our internal records of any delinquency associated with this issue, and I am happy to report that no negative information was sent to the credit reporting agencies regarding your Macy’s account.     [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please do not hesitate to contact me.    Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures/mailed August 29, 2016   cc:  VP Store Manager, Macy’s [redacted] Store        [redacted], Revdex.com

[redacted]   [redacted]
October 6, 2015
[redacted]
[redacted]
[redacted], **  [redacted]
Re: RevDex.com Complaint ID [redacted]
       Macy’s account ending in [redacted]
On behalf of Department Stores National Bank:   
Contact Date
With Customer:  September 30, 2015, via telephone.
Complaint
Summary:  Customer unable to access account online.
Resolution:  I called
customer and told her that I processed adjustments as promised ($4.00 in
interest charges and a $37.44 late charge) that she will see on next
statement.  I called Macy’s technical
assistance department and arranged for a member of their management team to
call [redacted] personally to assist her with accessing account online.  I apologized to customer for ongoing issue.
Carrie W.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

September 10, 2015
[redacted]
[redacted]
[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 concerns
on behalf of Department Stores National Bank. 
We sincerely regret any frustration you may have experienced related to
the reporting of your Macy’s account to the credit reporting agencies. 
My review confirmed that your
Macy’s account was opened on July 10, 2014, and that you registered on macys.com
to receive electronic billing and stop paper statements on August 19, 2014.  I verified that notifications are being sent
to the email address we have on file of [redacted], and we have
no record of our e-mails being returned as undeliverable.  Your Macy’s account is presently coded for
online billing statements only. 
Our records show that
your billing statement for the period ending May 11, 2015, had a balance of $44.50,
with a $25.00 minimum payment due by June 11, 2015.  When no payment was received by that date,
your account was charged a $25.00 late fee and a $2.00 interest charge, for a
new balance of $71.50. Subsequently,
when no payment was received for the billing period ending July 11, 2015, a
$35.00 late fee and $2.00 interest charge were applied, for a balance of $108.50.  At that time, your account was reported as
one month past due to the credit bureaus, and in accordance with our policy, a
paper statement was also mailed to you. 
I am enclosing copies of your billing statements for the periods ending June
11, 2015 and July 11, 2015, for your review. In the interest of customer service, on July
18, 2015, we removed a late fee of $35.00, and on September 9, 2015, we removed
an interest charge of $2.00, leaving your account with a zero balance. 
Respectfully, we are unable
to remove the delinquency, associated with this matter, from your credit report.  While I understand that this is not the
resolution you are seeking, it is not our policy to remove any delinquency
unless it occurred as a result of our billing error.  However, on August 4, 2015, we instructed the
credit bureaus to code your account as “customer disputes reporting”.  We are required to maintain and adhere to
specific policies and procedures so our customers nationwide receive fair and
consistent treatment.  If you have any additional
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  
The Macy's card is issued by
Department Stores National Bank.

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have processed an accommodation order for the place settings that were missing. The order did arrive on 1/17/2018 per follow-up with the customer. 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: ###-###-####