Macy's

June 14, 2017 [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted] - closed Dear [redacted]: I am in receipt of your complaint filed with the Better...

Business Bureau, which was forwarded to Macy's Executive Office.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  We sincerely regret any frustration you may have experienced while attempting to resolve this matter.  Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind. My review of your account found that we had issued a $308.63 Credit Balance Refund check on December 9, 2015.  On January 6, 2016, you called and reported that you had not received the check.  As a result, we conducted an investigation and concluded that the check had been lost in transit.  We stopped payment on the check that was issued and a referral request was submitted to issue a replacement check.  Please note that the stop payment process can take approximately twenty-one business days to complete before a replacement check can be issued.  I apologize if this was not explained to you during your January 6, 2016, conversation with our representative.  On January 25, 2016, you called and requested that the funds be transferred directly to your bank account.  On February 5, 2016, the stop payment process was completed and on February 8, 2016, the funds were electronically transferred to your bank account. Our records indicate that on February 10, 2016, you contacted us by telephone and requested your account be closed.  A confirmation letter to confirm your account was closed was sent on February 11, 2016.  In reviewing the actions taken on that day, the associate you spoke with did not close the account as you had requested.  Macy’s goal is to have professional and knowledgeable associates available, so that all of our customers’ needs are addressed and resolved efficiently.  It appears we have fallen short of this goal and I apologize that your request was not executed.  However, I would like to thank you for the time you took to share this situation with us, as it directs our attention to areas in which we can improve our service quality.  Please know that we have made management aware of this oversight so that it can be addressed and avoided in the future.  Because the account was still open, on June 4, 2017, a change in terms notice was sent, a zero balance statement was generated for the account, and a “your statement is ready for viewing” notice was sent on June 5, 2017.  When you called on June 7, 2017, the account was closed with a zero ($0.00) balance.  In addition, I confirmed that your account was reporting as current to the credit reporting agencies from February 2016 until June 2017 and no derogatory information was sent.  Now that your account has been closed, we will report your closed account status to the credit reporting agencies moving forward. [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 contact me at the number listed below. Sincerely,Janice D.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

[redacted]   [redacted]         June 6, 2016     [redacted]   Re:  Revdex.com Complaint [redacted]         Macy’s account ending in [redacted]...

  On behalf of Department Stores National Bank:    Contact Date(s) With Customer:  June 2, 2016   Complaint Summary:  [redacted] started receiving phone calls from Macy’s regarding a missing payment.  He usually receives his statements by mail; however, he did not receive his most recent statements and proceeded to make a payment by phone.  [redacted] advised that he is in the process of purchasing a home and is requesting for the delinquency to be removed from his credit report.   Resolution:  I contacted [redacted] and advised the delinquency was removed on May 23, 2016, by our credit customer service team and to allow thirty (30) days for the credit reporting agencies to update their records.  He proceeded to inform me that his credit report had already been updated.  [redacted] also questioned the credit limit decrease, to which I was advised we do not automatically reinstate the limit after it has been decreased due to late payments.  I stated we could research into the issue to see if we may restore the limit; however, [redacted] advised his issue was taken care of and there was no need to worry about reestablishing the limit.  This resolved his concerns.     Stephanie C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

P.O. Box 52184   Phoenix, AZ 85072-2184
February 4, 2016
[redacted] 
[redacted]
[redacted] 
Re: Revdex.com Complaint ID #[redacted]
       Macy’s account ending in...

6381
On behalf of Department
Stores National Bank:   
Contact Date with Customer:  February 2,
2016 
Complaint Summary: Ms. [redacted] was unable to
purchase a cosmetics item that was offered as a “doorbuster” (a Smashbox “Try
It Kit”, WebID 1832834).  She drove to
two different stores trying to locate the item, and was unsuccessful.  She would like one of these kits sent to her
as a complimentary gift.
Resolution:  I called and spoke to Ms. [redacted].  I apologized for the inconvenience this
situation may have caused.  Unfortunately,
the item that Ms. [redacted] was looking for is no longer available.  She accepted an adjustment of $25.00 on her Macy’s
account as a resolution to this matter.  This
resolved her complaint. 
[redacted] 
Macy’s Executive Office
###-###-#### Extension
[redacted] 
cc: [redacted], Revdex.com

Thank you for the additional comments, however, Macy's has already responded to these concerns on 3 occasions. Our last response (July 7) still stands. Thank you.

May 18, 2016[redacted]Dear [redacted], We are writing in regards to your complaint ID # [redacted]. We have requested to refund the pickup fee of $85.00 and the restocking fee of $148.36. The original delivery fee had been credited to your...

account on 5-11-16. The remaining credits can take 10-14 business days to be applied. I will watch your account for them to post, once they do I will follow up with you. I am truly sorry for the inconvenience and poor customer service you experienced with your purchase. We find this matter to be settled.  Sincerely,Macy's Executive Office###-###-####

June 23, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  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 (DSNB).
 
I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above referenced Macy's account.  As you may know, it is our policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing 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.  A letter was sent to you on June 15, 2015 (copy enclosed) explaining our position.  Our records indicate we did not receive payments on the account by the April 26, 2015, and May 26, 2015 due dates.
 
[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 have additional questions or if I can be of further assistance.
 
Sincerely,
 
 
 
Caroline H.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosure
 
cc: Cincinnati Revdex.com
    Complaint ID: [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.   
The check was not found and credited to my Macy's Account. It was returned to my bank with the following statement from my bank:  Macy's did not know which account to credit the amount.This is totally unacceptable. My Macy's Account number was on that bank issued check along with my name.  Since I had zero trust in Macy's doing the right thing, I immediately did a direct debit from my checking account on the Macy's Credit Card site to pay the credit card amount due before the due date approached. 
Regards,
[redacted]

Macy's has refunded my money so this complaint has been resolved. Thank you for your help!

[redacted]   [redacted]  [redacted]     December 1, 2016     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Dear [redacted]...

[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.  Please accept my personal apology for any inconvenience this issue may have caused.   Upon review, I found that you called on November 1, 2016, and advised us that the store had initially entered the wrong address when requesting the Merchandise Only Certificate (MOC).  After verifying the original address, you provided the correct address to reissue the MOC, and we transferred $143.31 from the old MOC ending in [redacted] to the new MOC ending in [redacted].   To clarify, the old MOC ending in [redacted] no longer had any funds available on it.  I am enclosing a copy of your purchase receipt for the [redacted] handbag from November 10, 2016, which shows it was made using two (2) Easy Exchange cards for $25.50 and $137.13, one (1) MOC for $143.31, and the remaining $148.66 balance was put on your [redacted] credit card.  This receipt also shows you attempted to use the old MOC ending in [redacted] three (3) separate times, and each time it shows MOC declined.  The Store Manager you spoke with would not have been able to override the register due to the funds on the MOC ending in [redacted] had already been applied to the purchase using the new MOC ending in [redacted].  I am truly sorry if this was not explained this to you.  Since the value of the MOC has been used, I must respectfully decline your request to refund your [redacted] card.   [redacted], I appreciate you bringing this matter to our attention and allowing me the opportunity to respond.  While this may not be the resolution you are seeking, I hope you can understand our position on this matter.  If you have any further questions, please contact me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted], Revdex.com        [redacted] Store Manager

[redacted], We received the Revdex.com complaint for [redacted] regarding ID [redacted]. The customer stated the mattress is defective and had a failed inspection appointment. We have offered the customer a comparable replacement mattress. The customer was satisfied with this resolution and has our direct...

contact information if she has additional questions. Macy’s Executive Office Jon A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

July 12, 2016[redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in [redacted] Dear [redacted]: We are in receipt of your complaint filed with the...

Revdex.com and forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account payments may have caused you.  While I would have liked to speak with you personally about this matter, my attempts to reach you were unsuccessful.  My research found that, since January 2016, your account was assessed four late fees, totaling $108.00.  In each case, the fees were legitimately applied because payments were received after the due dates.  However, I also confirmed that we have adjusted your account for six late fees, in the amount of $162.00, for an excess credit of $54.00, and no additional adjustments are necessary.  We will not reverse the extra amount of credits.  As of the date of this letter, your account has a balance of $2,744.16, with a minimum payment of $83.23 due by July 12, 2016.  Be assured that this situation had no negative effect on your credit bureau report.  [redacted], we appreciate this opportunity to respond.  If you should have a question concerning 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

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have reached out to the customer and have carefully reviewed all issues that were mentioned in his complaint. I have credited the mattress and advised [redacted] to either donate or destroy as this is our standard protocol. I am...

transferring the merchandise return vouchers back to his original form of payment for the sport coats which was his additional concern. Based on this information and speaking with the customer 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: ###-###-####

February 8, 2017     [redacted]
Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [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 representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   In researching this matter, our records confirm that for your billing period ending October 19, 2014, the recliner purchase was added to your Revolving balance in error.  Over the next three (3) months, you were incorrectly charged interest in the amount of $58.70.  For the billing period ending February 19, 2015, the purchase was correctly added to the Special Event Promotional plan with deferred interest.  The balance of this purchase was paid off September 25, 2015.  Please see the enclosed statements for the billing periods ending October 2014 through January 2016, for your reference.   Our records also confirm that you called the Customer Service Department several times to discuss this issue with no resolution.  I sincerely apologize for this mistake and rest assured I have escalated this to the appropriate Manager to address directly with the individuals involved.   On February 7, 2017, I have credited the $58.70 from your account and issued you a refund check, under separate cover.  Please allow seven (7) to ten (10) days to receive the check in the mail.  As of the date of this letter, your account ending in [redacted] is current with a zero ($0.00) balance.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc: [redacted], Revdex.com       Manager, Customer Service Department

The merchant finally resolved the issue and I would like to close the complaint. The link from the original email I received regarding the complaint doesn't allow me to close the complaint.  Would I be able to do this with your assistance?Thank you,[redacted]

December 06, 2017  [redacted] re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, please accept my sincere apology for the delay and confusion with the gift card refund in your...

recent order # 1496104002. You were correct to expect a timely resolution. The gift card value is $44.35 and $2.18 was issued as a credit to your MasterCard, the total is $46.53. In this instance I have sent the gift card to your billing address. Please open all mail as this will be in a plain white envelope. Thank you for bringing this to my awareness and allowing me to address the issue for you. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

August 14, 2016  [redacted]  Dear [redacted]: I am in receipt of your complaint ID [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. On behalf of Macy's, please accept my apology for any inconvenience you experienced due to not receiving your credit for returned items back on your original form of payment. I have processed the credits to go back on your [redacted] account. You should see those credits within 7 business days. Based on the above, Macy's considers this matter closed and resolved. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

June 29, 2015
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com
complaint ID # [redacted]
        Macy’s account ending in
4880
 
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.  I sincerely
regret any frustration you may have experienced regarding your Macy’s account. 
 
My research
confirmed that your account is enrolled to receive only electronic statement
notifications.  Our records show we are
sending billing notices to [redacted], and that they are being
received and opened.  Moreover, we have
no record of them being returned as undeliverable.  You provided us your new physical address,
noted above, on June 12, 2015. 
 
Your statement for
the billing period ending December 18, 2014, showed your purchases made
December 12, 2014, totaling $187.76, with a minimum payment of $25.00 due by
January 18, 2015.  When no payment was
received by that date, a late fee of $25.00 and interest charge of $3.95 were
added to your account.  For the billing
period ending January 18, 2015, your account billed past-due, with a new
balance of $216.71.  A payment of $75.00
was due by February 18, 2015. 
 
According to 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 monthly interest charge is $2.00. 
 
Applying this
billing policy to your Macy’s account, since your balance was carried forward
from the billing statement for the period ending December 18, 2014, the $2.00
interest charge that appeared on your billing statement for the period ending February
18, 2015, was the interest charged between the last bill date of January 18,
2015, and January 30, 2015, when we received your payment of $216.71.  The $2.00 interest charge was removed on June
12, 2015. 
 
We have instructed
the credit bureaus to remove the record of delinquent payments associated with
this situation.  However, we are unable
to increase your credit limit to the previous level.  Please note that your account was not closed
during your telephone call on June 12, 2015. 
I regret any misunderstanding. 
You may call me at the number below or our Credit Department at
###-###-####, if you would like the account to be closed. 
 
While I understand
that this is not the resolution you were seeking, we are required to maintain
and adhere to specific policies and procedures so that each of our clients
nationwide receives fair and consistent treatment.  If I may be of any further assistance, feel
free to contact me at the telephone number listed below. 
 
Sincerely,
 
Michael
J.  
Executive
Liaison 
###-###-####
Extension [redacted]
 
cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thanking William A. for his courteous and kindness in handling this issue.
Regards,
[redacted]

August 17, 2016  [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 due to not receiving your credit for the merchandise you did not receive. Although we have not spoken directly, I did leave you a message with my contact number should you need to speak to me. I also processed a credit for $78.10 going back to your [redacted]. You should see that credit reflected on your account within 3-5 business days. Based on the above, Macy's considers this matter closed and resolved. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [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.  Prior to receiving your notification, I did call Macy's yet another time upon receipt of my November statement (when I noticed the fees were still increasing).  I am not sure what it took to finally make the charges go away, but I am happy they did and have since canceled my Macy's credit card.  I appreciate the time the business took to follow up with my complaint as well though I wish it never got to this point.  Many thanks to you for all your assistance.  Have a wonderful Thanksgiving holiday!
Regards,
[redacted]