Macy's

Hi,I opened a complain (ID [redacted]) via Revdex.com.org on 4/2/2016.After the complaint, I've received a letter attached from Macy's asking to contact them to settle the remaining balance ASAP, which I couldn't agree.I'm planning to write a letter back to them with the content below and the Revdex.com complaint...

attached.However before sending the letter to them, I'd like to get your advice whether sending the letter would help to resolve my issue or it could work more negatively.  Please advise.Letter to Macy's mail:========================================================= To Whom It May Concerns at Macy’s,On your letter written to me on March 29, 2016 attached, you stated that “We have not been able to reach you for some time” but that is not true.  Macy’s never tried to contact me via any communication channel such as mail, email, or phone until March 28, 2016 for the transaction made using the Macy’s credit card on November 7, 2015.   The first notification that I had received from Macy’s for the transaction was on March 28, 2016 via an email from Macy's [redacted] Card ([redacted]).  I’ve tried to contact your customer service and requested to resolve this issue couple times but they couldn’t provide the complete resolution.Hence, I’ve filed a complaint (ID [redacted]) on Revdex.com.org on April 2nd.  The detail has been attached to this document.  Please contact Revdex.com for the complaint with your response.========================================================= I'll look forward to hearing from you with a direction/advice.I really appreciate your help and support.Best Regards,[redacted]

July 12, 2017[redacted]Revdex.com Cincinnati1 E 4th St.Suite 600Cincinnati, OH 45202Re: RRevdex.com Complaint # [redacted]Dear [redacted]: We are in receipt of RRevdex.com Complaint ID #[redacted]. We have spoken to the customer and have reviewed all matters as expressed in the complaint. We are crediting the customer the difference for an adjustment credit in the amount of $39.86. At this time, we consider this issue resolved.Thank you. Sincerely,Carrie R.Macy's Executive Office###-###-#### 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.   Regards,
[redacted]

August 10, 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 this matter may have caused you. I was disappointed to read about the experiences you described with our telephone representatives calling to inquire about a payment to your Macy's account referenced above. Although our calls are intended as a courtesy to remind customers of a recently missed payment, it is also an opportunity to assist our customers with maintaining a good payment and credit history with us. With respect to your claim of non-receipt of billing statements, we have no record of any returned mail to us by the post office as undeliverable which suggests they were delivered. In researching your account, I found that your billing statement for the period ending July 5, 2016, had a $410.13 balance with a $27.00 minimum payment due by August 1, 2016.  When no payment was received by this date, your account was charged a $27.00 late fee and $9.06 interest charge in accordance with the terms of the Department Stores National Bank Credit Card Agreement.  The billing statement for the period ending August 5, 2016, had a $446.19 balance with a $68.06 minimum payment due by September 1, 2016.  On August 8, 2016, we received your $410.13 payment when you spoke with a representative.  On this same day, the representative removed the late fee of $27.00 and interest charge of $9.06, as a courtesy to you.  I have enclosed a copy of these billing statements for your review. In addition, no derogatory information has been reported to the credit reporting agencies regarding this situation.  As of the date of this letter, your account is open with a zero ($0.00) balance. [redacted], your continued loyalty is important to us and I hope this will not 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, Stephanie C.Macy's Executive Office###-###-#### Extension [redacted] Enclosures / mailed August 10, 2016 cc:  [redacted], Revdex.com

April 7, 2017     [redacted]  [redacted]   Re: Revdex.com complaint #[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.  Please accept my apology for any frustration this matter may have caused.   Our records indicate you were sent both paper and electronic bills for December 2016, through February 2017.  These statements were sent to the mailing address of [redacted], [redacted] and email address of [redacted] you provided for statement delivery.  Upon further research we were able to confirm your electronic bills were delivered to the email address on file and opened on December 28, 2016, January 15, 2017, and February 22, 2017.  Our records indicate that we had no return mail on the account.      I have reviewed your account and found that your December 22, 2016, billing statement closed with a minimum payment of $27.00 due by January 18, 2017.  When your payment was not received by the due date, a late fee of $27.00 was added to your account in accordance with the terms of your cardholder agreement.  Your next billing statement including your new charges from December 29, 2016, and January 7, 2017, closed on January 22, 2017, with a minimum payment of $57.00 due by February 18, 2017.  When this payment was not received by the due date an additional $37.00 late fee and $5.28 in interest were added to your account.  At this time your account was reported to the credit bureaus as delinquent for the month of February 2017.  Your payment in the amount of $270.73 was received on February 19, 2017, and applied to your account on this date.  I have included copies of these bills for your reference   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 customer.  It is our policy not to remove any delinquency from your credit report unless it occurred as a result of a billing error.  My research confirmed that a billing error did not occur on your account and the information we reported is accurate.   Although we are unable to remove the delinquency from your credit report, I am happy to let you know we removed $42.46 in late fees and interest charges, which brings your account balance to a credit balance of -$0.18 as of the date of this letter.      [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter.  Please contact me at the number below if you need assistance on another topic.   Sincerely,     Kristi C. Macy’s Executive Offices ###-###-#### Extension [redacted]   Enclosures /mailed April 7, 2017   cc: [redacted], Revdex.com

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the consumer's recent sectional purchase and delivery of additional armless chair . We contacted the consumer on 4/5/2018, and advised that we are not able to complete the delivery of the additional armless chair as the...

sectional was on clearance and we are out of stock.. We provided an accommodation to our consumer for all of the inconvenience we caused with trying to complete her purchase.  In addition, we offered a  discount on a future furniture purchase as a courtesy. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly. Thanks, Macy's 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. 
Regards,
[redacted]

February 17, 2017[redacted]Re: Revdex.com, Complaint ID [redacted] Macy’s account ending [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 liaison in...

this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. In reviewing our records, I found that when you opened your Macy’s account on December 12, 2016, you made furniture purchases totaling $8,185.37. At this time, I found that your purchases qualified for special financing where interest would be deferred and would not be charged if the balance was paid in full within 12 months. I apologize for the sales associate error in processing your order and for the length of time it has taken to resolve this matter. Be assured your customer experience is not typical, and that the appropriate feedback will be shared with the representatives involved for further training and development. To bring this matter to resolution, I have credited all interest charged to your account (totaling $1,970.60) and one late fee of $27.00, leaving your account with a remaining balance of $5,490.94, consisting of $507.34 remaining from the furniture that was charged on December 23, 2015, and $4983.60 from the furniture charged on January 16, 2016. Your account was closed on January 16, 2017, as you requested.Additionally, we are pleased to extend your deferred interest period for another twelve (12) months, which is due to expire on January 12, 2018 for the purchases charged on December 23, 2015, and February 12, 2018, for the furniture charged on January 16, 2016. Interest will accrue during this time period; however, it will not be charged if the entire balance is paid in full by the expiration date. Please refer to the enclosed terms and conditions of the Special Event balance offer for additional details.[redacted], I appreciate your bringing this matter to our attention and allowing me the opportunity to respond to your concerns. In addition to the extended Special Event financing, please accept the enclosed $50.00 in Macy’s Money Certificates as a gesture of our goodwill for this unfortunate situation. If I may be of further assistance to you, please contact me at the telephone number listed below. Sincerely,      Stephen C.Macy’s Executive Office###-###-#### Extension [redacted]The Macy's card is issued by Department Stores National Bank.    P.O. Box 52184 Phoenix, AZ 85072-2184Enclosures / mailed February 17, 2017cc: Ms. Tina Geers, Revdex.com Macy’s Customer Service Management

[redacted]   [redacted]     June 23, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted]...

        Macy’s account ending in [redacted] (closed)   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 on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration you may have experienced and for the problems you encountered while attempting to resolve this matter.   Upon researching this matter, I found that we previously addressed your concerns when you filed a [redacted] complaint (Case [redacted]), which was handled by my colleague Ms. Lisa B..  For reference, I am enclosing our letter dated June 15, 2017.  Ms. B. also informed me that when she spoke with you on June 21, 2017, she transferred your $102.04 payment from the closed Macy’s account ending in [redacted] to your Macy’s [redacted] account ending in [redacted].   [redacted], thank you for taking the time to bring this matter to our attention and allowing me the opportunity to respond.  If you have any additional questions, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office [redacted]   Enclosure   cc:  [redacted], Revdex.com

Finally received e mail acknowledgments of 4 refunds in the amount of $75 each last night. I will confirm with my bank. Thank you and warm regards.[redacted]###-###-####

February 15, 2017Dear [redacted]:I am writing in regards to complaint ID [redacted]. I will be contacting our customer to offer anaccommodation adjustment off the purchase price of the mattress. Our technicians did not find the mattressto have any manufactures defects at this time. We will not be...

approving a return.Sincerely,Macy's Executive Office###-###-####

Dear [redacted]: We have received Complaint ID [redacted] for [redacted]. We have apologized for the condition the item arrived in and for the lack of Gift Wrapping. A new shipment of the merchandise has since been resent. Further, she was refunded her gift wrapping fee that was charged....

She has also been sent a $10 Gift Card for the inconvenience.[redacted] confirms receipt of the new merchandise with out defect.Based on this we consider this issue resolved. Michele S. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

[redacted]   [redacted] August 2, 2016  [redacted] Re: Macy's Account number 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 again review and respond to your continuing concerns on behalf of Department Stores National Bank. As stated in my five (5) previous responses, account records show you de-enrolled from automatic payments for your Macy's account on March 11, 2016, through your macys.com profile online at macys.com.  You did not re-enroll in automatic payments until June 14, 2016.  You indicate we did not contact you regarding the status of your Macy's account; however, billing statement alerts were being emailed to [redacted].  These statement alerts were delivered and opened on the following dates: April 11, 2016, and May 11, 2016.  Statements can also be viewed by logging into your profile on macys.com.  Additionally, Macy's did attempt to contact you by phone beginning on June 2, 2016.  Records show you contacted our Collections department on June 8, 2016, regarding your account. Please be advised, it is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or bank error.  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 customer.  After researching the delinquency on your account, we found the information to be correct.  Our records indicate we did not receive the minimum payment for the due dates of May 4, 2016, and June 4, 2016.  Additionally, at your request, per an email directed to me dated July 11, 2016, your Macy's account has been closed and reflects a zero ($0.00) balance.  We understand you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our relationship.  While we appreciate your past loyalty, we must remain fair and consistent to all customers. Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.  Sincerely,   Lisa D.Macy's Executive Office###-###-#### Extension [redacted] cc: The Revdex.com Complaint Id #[redacted]  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 do not accept the credit reporting. I was two months late after confusion surrounding 2 accounts which I didnt  authorize or know about. I have an [redacted] card and no [redacted] card. A Macys store assiciate charged my account for a purchasr in store .  This is how the charge appeared on [redacted] and not [redacted] which I was paying. I contacted [redacted] in late Oct regarding this matter and they knew I was researching missing credits from [redacted] prior to paying.
Regards,
[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 as far as I see myself not being able to get around the company's language in their disclaimer to get them to honor the purchase.    
Regards,
[redacted]

[redacted],
We
are in receipt of Complaint ID #[redacted] regarding the customer's property
damage.  The customer previously reached
out to our office and was advised that the delivery company would have to
resolve the issue.  Our records indicate
the delivery company approved the...

customer's claim and sent a release letter
for the customer to sign and return on 2/1. Any further claims regarding this
matter will need to be addressed with the delivery company directly, as Macy's
does not handle third party delivery issues.
Thanks,
Macy's
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. 
Regards,
[redacted]

December
18, 2015
[redacted]
[redacted]
208
Sandhill Road
Fairborn,
OH 45324
Re:       RevDex.com Complaint #[redacted]
            Macy’s
[redacted] account...

ending in [redacted]
            Macy’s store 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 our sincere apology for any frustration
and inconvenience you experienced when you attempted to upgrade and combine
your Macy’s store account ending in [redacted] with a Macy’s [redacted] account
as a single account, and for the problems you encountered while attempting to have
deleted the newly-opened Macy’s [redacted] account ending in [redacted].  Macy's expects each facet of its operations
to meet exceedingly high levels of service. 
Your feedback is critical as it assists us in truly understanding our
customers' experiences and directs our attention to areas in which we can
improve our service quality.
In reviewing this matter, I found that a request was
made to the credit reporting agencies to remove the Macy’s [redacted]
account ending in [redacted] from your credit report. 
We kindly ask that you allow seven (7) to ten (10) business days for the
credit reporting agencies to update their records.  In the meantime, this letter will serve as confirmation
of our request.  You may continue to use
your Macy’s store card which you opened on April 7, 2007.  With respect to crediting the charges you
made on the Macy’s [redacted] account, I must respectfully decline.  Our records show that we received a $127.26
payment on October 19, 2015, which brought the Macy’s [redacted] account
to a zero ($0.00) balance.
We
understand that we have disappointed in this matter; however, we thank you for
the time you took to bring your concerns to our attention and for giving me the
opportunity to respond.  As an invitation
to shop with us again, I am sending under separate cover $50.00 in Macy’s Money
that can be used at any Macy's store. 
You should receive this within seven (7) to ten (10) business days.  Of course, if you have any questions, please
do not hesitate to contact me.
Sincerely,
Regina
M.
Macy's
Executive Office
###-###-#### Extension [redacted]
cc:     [redacted], Revdex.com

July 15, 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:  July 13, 2016  Complaint Summary:  [redacted] responded to our original reply that he wanted reimbursement of $4.00 in fees that had been applied to this account.  Resolution:  I called [redacted] and informed him that we have removed the $4.00 in fees from his account as he had asked.  The credits are listed on his June 23, 2016 billing statement, which has a $4.00 credit balance.  We are refunding that to him by check, which will arrive in the mail in a few days.  This resolved his complaint.  Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

July 16, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint ID #[redacted]
        Macy’s account ending in [redacted]
 
Dear [redacted]...

[redacted]:
 
I
am in receipt of the 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 sincere apology for any frustration you may have experienced
regarding our efforts to reach you concerning the past due status on your
Macy’s account referenced above.  I am
truly sorry to learn of your medical situation and wish you a speedy recovery.
 
On July 15, 2015, I removed the telephone number ###-###-####
that was listed on your account, so you will receive no further calls from
us.  Our calls are intended as a courtesy
to remind you of a recently missed payment. 
It is also an opportunity to assist our customers with maintaining a
good payment and credit history with us. 
Although we are permitted to call a customer at the number in our
records any day of the week between 8 a.m. and 9 p.m. in the consumer’s time
zone, our calls were not meant to inconvenience you in anyway.   
 
Our records show that your billing statement for the
period ending May 22, 2015, had a $14.79 payment due by June 22, 2015, but no
payment was received by this date.  We
recommend that customers allow seven (7) to ten (10) days for a mailed payment
to be received and processed.  My
research confirmed you spoke with our representative on July 9, 2015, but you
did not request that we stop the collection calls as you mentioned in your
complaint.  On the same date, we received
your $50.00 payment and it was applied to your account.  To show our appreciation of your loyalty as a
longtime cardholder and shopper, I removed the $14.79 late fee and $2.00
interest charge that appeared on your June 22, 2015, billing statement.  You will see the payment and adjustments
posted on your July 22, 2015, billing statement.  For future reference, you can pay your Macy’s
bill free of charge over the phone or online at macys.com and the payment will
be applied to your account within 48 hours using the original date.
 
[redacted], thank you for bringing this matter to our attention and for giving
me the opportunity to respond.  If I may
be of any further assistance, please do not hesitate to contact me at the
telephone number below.
 
Sincerely,
 
 
 
Monica O.
Macy’s Executive Liaison
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com