Macy's

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 7, 2015, an authorization hold in the amount of
$155.47 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 $124.34 and $31.13,
accordingly.  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

P.O. Box 8220 Mason. OH 45040June 20, 207[redacted] RE: Macy's Account Ending in [redacted]Revdex.com Complaint ID [redacted]Dear [redacted]:I am in receipt of your additional comments 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 sincere apology for any inconvenience you may have experienced while trying to resolve this issue. As a company committed to outstanding customer service, Macy's goal is to have professional and courteous representatives available within every department so that all of our customers may have a positive and rewarding experience. Although it is disheartening to hear that we did not meet your expectations. your feedback is valuable to us, as it directs our attention to areas in which we can improve our service quality.Our records indicate that we have previously addressed your concerns in Ms. Nancy M.'s letters dated December 13. 2016, and December 21, 2016 (enclosed). Please know that our position has not changed. If you have additional information, we will be happy to review and respond regarding this matter. We have coded your account to cease collection efforts.Your account has been assigned to Client Services, Inc. for the outstanding balance of$614.76. Please contact Client Services, Inc. at ###-###-#### to establish payment arrangements.Singerely.Cory E.Macy's Executive Office ###-###-#### Extension [redacted]cc: [redacted]The Revdex.comcc: Client Services. Inc.Enclosures:

[redacted]   [redacted]
January 13, 2016
[redacted]
Re:       Revdex.com ID...

#[redacted]
            Macy's account ending [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint filed with the Revdex.com.  As a liaison in Macy's Executive Office, I
was asked to review and respond to your concerns on behalf of Department Stores
National Bank.  I intended to discuss
this matter with you personally; however, my attempts to reach you were
unsuccessful.  My telephone contact
information is listed below if you would like to speak with me.
My
research confirms you returned the furniture and no charges were made on the
Macy's credit card noted above.  I am
happy to confirm that on January 8, 2016, we requested the credit reporting
agencies remove both the inquiry and account information from their
records.  Please allow 7 to 10 business
days for them to update their records. 
In the interim, please accept this letter as verification. 
[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.
Sincerely,
Rhea B.Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

[redacted]   [redacted]     December 16, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy's account ending in [redacted]   Dear [redacted]...

[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 would like to extend my sincerest apology for any inconvenience or frustration that may have been caused by this matter.  Please be assured that Macy's does not participate in unethical or illegal business practices of any kind.  We have policies and procedures in place that ensure that we are in compliance with all applicable laws.   Per the Department Stores National Bank 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.  That interest charge is for the funds loaned to you during that period and it may result in a statement with only an interest charge.   Applying the billing policy to your Macy’s account ending in [redacted], the $5.04 interest charge that appeared on the billing statement for the period ending August 25, 2016, included interest for the funds loaned to you between the last bill date of July 25, 2016, and the date (August 19, 2016) that your $306.55 payment was applied to your account.  As a courtesy to you, on November 25, 2016, during your phone conversation with a Customer Service Supervisor, a credit in the amount of $11.04 was applied to the account which resulted in the account having a zero ($0.00) balance.    Upon researching your inquiry, I have confirmed that we did not report negatively to the credit reporting agencies in regards to the delinquency on your account from the time period of August 2016 through November 2016.  In addition, I am pleased to convey to you that on December 7, 2016, your credit limit was restored back to $2,500.00.   [redacted], 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.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely,     Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed December 16, 2016  cc:  [redacted], Revdex.com

[redacted]   [redacted]  ...

  November 14, 2016   [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:  November 11, 2016   Complaint Summary:  [redacted] states he purchased a pair of Murphy and Johnson men’s shoes at the Macy’s [redacted] Store on December 3, 2015.  He explains that the cushions on both the left and right shoe curl up, and make it difficult for him to wear or fit into.  [redacted] is disputing the purchase price of $99.98, which was charged to his Macy’s account ending in [redacted].     Resolution:  On November 1, 2016, I sent an e-mail to the Macy’s [redacted] Store Manager, advising her of [redacted]’s dissatisfaction with the cushions in his shoes.  I explained that the customer states the cushions inside the shoes curl up, and do not lay flat. This makes the shoes difficult for him to wear, and he has a hard time fitting into them.  I provided the original purchase date of December 3, 2015, along with the transaction information.  I spoke with the Store Manager personally on November 11, 2016, and she advised she is willing to return or exchange the shoes for [redacted] at his earliest convenience.  I called the customer and informed him of the Store Manager’s offer to return or exchange his shoes, and the customer agreed to come to the store and return his shoes.  This resolves [redacted] concerns.   Sincerely,     Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

January 25, 2016[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH 45202Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her macys.com order #[redacted]. Per [redacted], she has received her return...

credit to her original form of payment, which was the reason for her complaint. In addition, I am sending [redacted] a gift card for $30.00 that she may use in store or online. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-####  Extension [redacted]

Dear [redacted]: We are in receipt of Revdex.com Complaint ID [redacted] for [redacted]. We have communicated with [redacted] to resolve her issue and offered an apology of which she accepted. Based on this, we consider the matter resolved. Michele S.Omnichannel Presidential...

CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

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 monitor my monthly statements to see if I am charged another minimum interest fee on any zero balances in the future.
Regards,
[redacted]

January 10, 2018   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s $10.00 Rebate Tracking #[redacted]   Dear [redacted]:   Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, I was asked to further address this issue.  It is regrettable to learn that you feel our previous response did not adequately answer your concerns and that some misunderstanding remains.   Regarding your question on where to find the enclosed copy of the rebate form, this was not available for viewing through the Revdex.com online portal.  A hard copy of our response letter, along with a copy of the rebate form with “Limit 1 Per Household” prominently circled was mailed to you under separate cover on December 29, 2017.  Please allow seven (7) to ten (10) business days to receive our first response.    With respect to your assertion that our store associate should have informed you about this limitation at the time of your purchase, as stated in my prior response (copy enclosed), the form clearly outlines the terms and conditions of “Limit 1 Per Household” in the column to the right above the rebate amount offered.  Further, the store associate is not the one responsible for filling out the form, and ensuring all requirements have been met prior to submitting it for review.  Therefore, our position has not changed.    [redacted], thank you for bringing your concerns to our attention and giving me the opportunity to respond.  If you have questions on another matter, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:   [redacted], Revdex.com

December 03, 2015
[redacted]Cincinnati Revdex.com 
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all...

matters as expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Melissa U.Macy's Executive Office
###-###-#### Extension
[redacted]
cc: Mr. Bukhbinder

P.O. Box 52184   Phoenix, AZ 85072-2184
January 17, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaint to the Revdex.com
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 to your concerns on behalf of Department Stores
National Bank.  I apologize for any
inconvenience you may have experienced.
Upon
reviewing the additional information you provided, our Payment Research Team was
able to verify that your check was processed twice.  Per your direction during our telephone
conversation on January 5, 2016, we electronically transferred $452.75 to your
bank account ending in [redacted] on January 6, 2016. 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  I apologize for
the length of time it took to resolve this issue for you.  As a gesture of goodwill under separate
cover, I am sending you $50.00 in Macy's Money Certificates that can be used in
any of our store locations.  If I may be
of additional assistance, please contact me at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

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.
Please
accept my sincerest apology for the inconvenience you experienced with your
order and our customer service. Unfortunately, due to the holiday season, we
may not be aware that certain items are out of stock until an order is going to
be fulfilled. The fulfillment process can take up to 4 business days.
My
records indicate that a $20 gift card was sent to you and is expected to be
delivered on 12/18/2015. As well, due to your experience, I have issued an
additional gift card in the amount of $25.00. You should receive the gift card
within the next 5 business days. Again, I sincerely apologize for the
inconvenience you experienced.
Sincerely,
Jennifer C.
Macy's Executive Office

Hi [redacted], I’ve decided it would be best to go through Revdex.com to acquire a final response from Macy’s. I have checked my credit report and scores and so that portion of the complaint has been resolved. There is one last item that has not completely been resolved. Below is a letter and attached February billing statement that Rachel Emailed to me to include in this rebuttal. While the letter provided to Revdex.com in her response stated that I have a zero balance AS OF the date of the letter and the letter in the email below stated it’s a zero balance and will remain zero, the attached billing statement indicates the next billing statement is in March with a note below the first section which is oddly abbreviated but states that I could get another payment in the next statement.To resolve this and as requested in my last rebuttal and resolution notes, please have Rachel provide the following statement leaving no uncertainty. Macy’s has closed down Customers account ending in [redacted] and has taken it out of circulation; it will not generate any further statements and customer will no longer receive statements. Thank you so much,[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]

May 25, 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 Macy's Executive Office, I was asked to review and respond to...

your concerns. Please accept my sincere apology for any inconvenience you experienced as Macy's was unable to complete your orders for verification purposes. As Macy's does charge upon shipping, you have not been charged for these orders. If you would want to replace the orders, please contact me at the telephone number listed below for assistance. I do regret that a replacement or new order would be necessary. [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.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]     October 27, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]   Contact Date(s) With Customer:  October 18, 2016   Complaint...

Summary:  [redacted] submitted a Revdex.com complaint in regards to a $20.00 off $50.00 purchase coupon. She made a purchase on October 2, 2016, and was denied the use of the coupon on an order that cost $57.10.  She called customer service who offered her a $15.00 gift card which she declined.  She requested a refund be sent to her [redacted] debit card.  She provided her card number to the Customer Service Representative and was told the refund would be processed within five (5) days.  When no refund was received, she called Customer Service and was promised a 20% refund which she has not received as well.  [redacted] is requesting a $20.00 refund to resolve her complaint.   Resolution:  I spoke with [redacted] on October 18, 2016, and apologized for the inconvenience.  She was very concerned that an associate took her debit card information but did not process the refund; therefore, she cancelled that card with her bank.  I offered her a $75.00 gift card and she declined, stating she does not intend to shop with Macy’s. Her original purchase was used with a [redacted] gift card which she no longer has.  As a courtesy, I informed [redacted] that I will refund her $20.00 on her [redacted] debit card once she provides me the numbers.  She informed me that she is awaiting her new card to come in the mail.  I also informed her I will attempt to locate the representative that she spoke with to address the reason the refund was not submitted.  Per her request, I emailed her a recap on October 18, 2016.  She will send me the day and time of the phone call and her debit card number to submit for the refund.  On October 20, 2016, I emailed her again as a reminder as I have not received a response.  On October 21, 2016, I received the [redacted] card number to process the $20.00 return.  I informed the customer the refund was processed on October 25, 2016, and to please allow 3-7 business days to receive the credit. On October 27, 2016, a final email was sent the customer to advise we were unsuccessful in locating the phone call with the Customer Service Representative that accepted her credit card information for the refund.  I sincerely apologized for this and assured the customer that her information is safe with Macy’s and that the refund should be in her account by the end of next week.  The customer was happy with this resolution.     Monique M. Macy's Executive Office ###-###-#### Ext [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted] May 16, 2016 [redacted]
[redacted]
[redacted] Re: Macy's [redacted] 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. I apologize for any inconvenience you may have experienced with the above referenced account.  The full account number for your Macy's [redacted] account is only shown on the original paper billing statement, and on the Macy's [redacted] card.  When statements are reprinted and sent to our customers, only the last four digits of the account number is visible.  As a security measure, we are not able to provide you with the full Macy's [redacted] account number. Our records indicate that you chose to receive online statements for the above referenced account.  Paper billing statements were discontinued, and email alerts were to be sent to [redacted].  We show no email alerts were sent to this email address after our system was updated in August 2015.  Due to that fact, we will remove late fees and interest charged to your account from August 2015 to the present.  We will reverse late fees totaling $105.00 and interest charges totaling $116.12, and the minimum payment due amount will be reset to $125.00.  We will clear our internal records of any delinquency associated with this issue and we will instruct the credit reporting agencies to update their records and delete any history of delinquency from the time period of August 2015 through May 2016.  Please allow the agencies thirty (30) business days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.  I have also reinstated paper billing statements for your account.  Please know you may make future payments by telephone, in any Macy's store, or by mailing your payment to the payment address shown on the statement. 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, Nancy M. Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted]     The Revdex.com[redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.

December 15, 2016[redacted]Revdex.com Cincinnati1 E 4th St.Suite 600Cincinnati, OH 45202Re: Revdex.com Complaint ID: # [redacted] Dear [redacted]: We are in receipt of Revdex.com Complaint number [redacted]. We have been in contact with the customer via email. I have issued a call tag...

through UPS so that they may come and pick up her merchandise. I have explained the UPS process to our customer. She has agreed to give us a call if the driver fails to pick up her merchandise. Once the merchandise is received, credit will be issued. We apologize for any inconvenience surrounding this order and we certainly remain available to the customer at the number listed below. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]
December 30, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Bloomingdale's account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to Bloomingdale'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).  I apologize for any inconvenience you may
have experienced.  Thank you for the
courtesy you extended to me during our telephone conversation on December 7,
2015. 
Our
records indicate that the email address [email protected] was provided at the
time of the account application to receive billing notifications and is the email
address we had on file for the account.  I
confirmed that the billing notifications were sent to this email address and
were successfully delivered, however, our research also shows that no action
was taken on the notifications we sent.  We
have no record of any other email address modification to your credit profile
before December 7, 2015. 
During
our conversation on December 7, 2015, I updated the email address on your
account to [email protected], all future billing statement notifications
will be sent to the new email address.  Please
ensure that you have also updated your email address in your macys.com profile
and on our credit servicing portal at Citibank.
Our
records indicate that your billing statement for the period ending July 4, 2015,
had an $881.88 balance with a $29.00 minimum payment due by August 4,
2015.  When no payment was received by
this date, your account was past due and charged a $25.00 late fee and $18.14
interest in accordance with the terms of DSNB Credit Card Agreement.  This resulted in a new balance of $925.02
with an $85.00 minimum payment due by September 4, 2015.  When no payments were received, your account
continued to be charged late fees and interest, and was reported as thirty (30)
days past due to the credit reporting agencies. 
We received your payment of $1,100.49 on December 8, 2015, which brought
your account to a current status.  On
that same date, a credit for a $38.00 late fee was applied to your account as a
courtesy to you during your telephone conversation with a representative. 
Although
all fees were properly charged, as a gesture of goodwill, on December 21, 2015,
I credited two additional late fees of $38.00 each for a total of $76.00.  As of the date of this letter, your account
has a $54.01 credit balance which can be applied against future purchases on
the account.  Should you wish to have a
Credit Balance Refund check issued and mailed to you, please call the number on
your monthly billing statement or on the back of your Bloomingdale’s card.
[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,
Janice D.
Bloomingdale's Executive
Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

March 06, 2017   [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who had received a merchandise credit instead of a refund check. We have canceled the merchandise credit and have requested a refund check to be mailed to the customer. We contacted...

the customer and notified her of this. At this time, Macy's will consider this matter closed. Thank You, Sincerely,Macy's Executive Office