Macy's

September 24, 2015 
 
 
[redacted] 
[redacted]
[redacted]
 
Re:  RevDex.com complaint ID #[redacted]
        Macy’s [redacted]
[redacted] 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.  Since I had responded previously, I was asked
to review and respond to your continued concerns on behalf of Department Stores
National Bank.  Thank you for the
courtesy you extended in our telephone conversation on September 17, 2015. 
 
As I informed you on our telephone call, I contacted our
Fraud Claims department about your request to also have the charge of $29.99, dated
March 16, 2015, from [redacted]
removed from your account.  This letter
will confirm that the charge was removed and your account balance is now zero
($0.00). 
 
Thank you for allowing me to respond and resolve this matter.
 If I may be of any additional
assistance, feel free to contact me at the number listed below.
 
Sincerely,
 
 
Michael J.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com   [redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

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.  Thank for your intervention in getting this issue resolved!
Regards,
[redacted]

April 25, 2016 [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 inquiry on behalf of Department Stores National Bank.  Please accept my apology for any inconvenience this situation may have caused.  As requested in your complaint, we have processed the credits to your account for the suit separates you returned by mail in February 2014 to the Macy’s [redacted] store but were not refunded, along with a refund of the postage fees.  The credits total $260.72 and are being applied to your Macy’s account noted above.  You will see these adjustments on your billing statement for the period ending May 18, 2016.  [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below.  Sincerely,Michael J.Macy’s Executive Office###-###-#### Extension [redacted]

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.  My view on this response is that Macy's tries to shift the blame to me, because I did not read the instructions carefully during the application process. This is a ridiculous response. As I described earlier, I asked the store associate to check if my Macy's card was still open and could be used, and I was told to provide my personal information to verify. When I was asked to provide detailed information about my income, etc. I specifically asked the store associate what it was and that I did not want to apply for a new credit card. I was confirmed by her that she was just checking, and that was the only way for her to look into they system. She even said I could put in any number, as it was just part of the process for her to check. She lied to me, and because of the tremendous trust I had in Macy's, she was successful in misleading me. The response I received from Macys contains purchase information about my previous Macy's credit card, which has nothing to do with this fraudulent behavior. In addition, emphasizing the instructions is a malicious way to indicate that I did not read the instructions carefully. In fact, I read the instructions carefully, and repeatedly asked the store associate why I was asked to provide the information. She repeatedly lied to me. Clearly Macy's, from the store associate to this manager who responded, does not deserve anyone's trust.  
Regards,
[redacted]

February 23, 2016 
[redacted] 
[redacted]
[redacted]
Re:  [redacted] – Case
#[redacted]
        Revdex.com complaint...

ID
[redacted]
        Macy’s [redacted] account ending
in [redacted] 
        Macy’s store account ending in
[redacted] 
Dear [redacted]: 
We are in receipt of your
complaints filed with the [redacted] and the RevDex.com.  They were 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 concern this
situation regarding your accounts may have caused and for the lack of response
to your initial letter.  By way of
explanation, Department Stores National Bank is the issuer of credit cards for
Macy’s, including the Macy’s [redacted] card.  This has been true for more than ten years. 
My research confirmed that your
Macy’s [redacted] account expired due to inactivity and was closed on
June 23, 2015.  Moreover, a replacement
card for your Macy’s store account was not sent at that time because it has not
been used since December 2011, and was also considered “inactive.”  I regret any misinformation you may have been
given previously.  Unfortunately, because
of that status, we are unable to send you a Macy’s card.  If you wish to have a Macy’s account in the
future, a new application for would be required. If your application is approved, you would be
eligible for the new account discount of 20% on your purchases, up to a maximum
of $100.00, for the first two days the account is open.  
While we would like to
respond positively to every customer request, at times it is not feasible.  We are required to adhere to specific
regulations so that 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] 
cc:  [redacted]
       [redacted], Revdex.com     
[redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

To Revdex.com: Regarding complaint #[redacted].  I talked with Sharon W. from Macy,s in November asked if she would send me an email explaining how I owe $ 558.05 plus another$1,177.18 for 2 mattresses and I only have one.  She never sent it, neither did she call.  I called her on 12/19/16 and left a message asking her to send me her email address so I could email her and B.B.B. hoping that I can hopefully get this behind me. I have been trying to get this issue behind me for almost a year. I don’t have $ 558.05 to just give Macy’s. I am retired and live on a fixed income. [redacted]ID # [redacted] Thank You

We are in receipt of [redacted] rebuttal. After review of this matter, we will be happy to provide an appropriate discount from the suggested retail price of an alternate piece of luggage. As previously stated we cannot match the price nor the discount percentage of a close-out item, but we will be happy to work with [redacted] on an acceptable compromise. We look forward to [redacted] selecting an alternate item and she can contact us at ###-###-####. Based on the above, we consider this matter closed. Thank you.

November
6, 2015
[redacted]
[redacted]
[redacted]
[redacted],
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy’s [redacted] account ending
in [redacted]
Dear [redacted]:
I
am in receipt of...

your complaint filed with the Revdex.com and
forwarded to Macy’s Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
I intended to discuss this matter with you personally; however, my
attempt to reach you was unsuccessful. 
We sincerely regret any frustration you may have been
caused regarding the unauthorized airline purchases on your Macy’s American
Express account, and for the problems you encountered while attempting to
resolve this matter.  We take every
complaint very seriously and request that customers allow sixty (60) days after
a Statement of Fraud is received for us to investigate a disputed amount on
their billing statement.  While billing
statements are mailed each month showing the Total Balance Due on your account,
payment on the disputed amount is not required until our inquiry is concluded.
Our macys.com website was recently redesigned and
underwent a scheduled credit system update for the Macy's credit card
accounts.  Please accept my personal apology
for any frustration or inconvenience this may have caused you when we were
unable to perform the necessary review and processing of your payment during
that time, and for the problems you encountered while attempting to access your
account on-line.  Be assured we are
working diligently to resolve these issues.
Upon review, I found that we removed the fraudulent
purchases in the amount of $2,266.74 on October 23, 2015.  We also removed $215.28 in accumulated fees
for interest charges, international charges and a return check fee.  These adjustments will appear on your
November 2015 billing statement. 
Additionally, no derogatory information was reported to the credit
reporting agencies regarding this situation. 
[redacted], if you have any questions or if I may be of
any further assistance, do not hesitate to call me directly at the telephone
number listed below. 
Sincerely,
[redacted] Randi P.
Macy’s Executive Liaison
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

[redacted]   [redacted]
March 17, 2016
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy’s [redacted]...

[redacted] account ending [redacted]
(closed)
Dear [redacted]: 
I am in receipt of your complaint emailed to Mr. Terry
L., Chairman and CEO of Macy’s Inc., and 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. 
My research shows on June 17, 2015, we sent you a
Notice of Change in Terms and Right to Opt Out (copy enclosed) for your account,
which took effect on July 21, 2015.  You
were advised in that notice that your Credit Card Agreement was changing and we
replaced it with a new one.  This notice
advised you that your Store Account associated with your Macy’s [redacted]
[redacted] account was being closed, but that you may continue to use your
[redacted] card to make purchases at Macy’s and everywhere [redacted]
[redacted] is accepted. 
On January 7, 2016, you stated you made an electronic payment
to your Macy’s store account on December 17, 2015, for the balance in full of
$148.05.  You requested that payment be
transferred to the Macy’s [redacted] account, however, the payment could
not be located, and the associate advised you to send us proof of payment.  At that same time, a total of $66.48 in late fees
and interest was credited to your account. 
Unfortunately, an error occurred and the account was not noted as
disputing the balance.  Once an account
is past due for any reason, a hold preventing new charges is put on the account
until at least the past due payment amount is made.  I am sorry if this information was not
explained when you spoke to both the store associate and a supervisor.
On January 11, 2016, we noted receipt of your fax
information with an estimated completion date of January 26, 2016, and on
January 14, 2016, when you contacted us by phone; you were advised of that
information.  We sincerely regret if this
was not communicated to you correctly at that time.  On January 22, 2016, review of your fax
information showed the required electronic transmittal information required to
locate your payment was not included in your information and a letter
requesting you contact us was sent on that same date.  On January 23, 2016, you contacted us by phone
and indicated no additional information would be provided. 
As I explained in my emails to you dated February 10,
and February 16, 2016, the electronic transmittal information is required to
confirm your bank sent a payment to us. 
Your response indicated no further information would be provided.  Also, per your email request dated February 16,
2016, your account was closed.
In addition, on February 19, 2016, you called and
spoke to an associate who again advised we needed the transmittal
information.  You advised no further
information would be sent.  As of the
date of this letter, your account shows a credit balance of $9.48 and I have
requested a refund check for that amount to be sent to your mailing address on
file . Please allow 7 to 10 business days to receive the check.
[redacted], we are sorry for disappointing you in
this matter.  Once the requested
information is received, I would be happy to assist you in resolving this
issue. 
Sincerely,
Rhea B.Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed March 17, 2016
cc:     [redacted], Revdex.com

[redacted]   [redacted]   July 25, 2016   [redacted]
[redacted]
[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 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 (DSNB).  Please accept my apology for any inconvenience you may have experienced.    The billing statement for the period ending June 3, 2016, had a $506.65 balance, with a $27.00 minimum payment due by July 1, 2016.  When no payment was received by this date, your account was charged a $27.00 late fee and an $11.58 interest charge in accordance with the terms of the DSNB Credit Card Agreement.  We received your initial payment of $612.55 on July 4, 2016, however, the account that you made the payment from rejected it on July 6, 2016, stating the bank account was closed and your account was charged a $27.00 returned check fee.    On July 7, 2016, our records indicate that you updated your payment source in our online servicing center and we sent an email confirmation to [email protected].  On that same day, you submitted a new $612.55 payment.  On July 10, 2016, your store purchase was declined because the replacement payment had not been processed yet and you were advised it may take three (3) to five (5) days for the payment to be processed.   I was disappointed to learn about the poor experience you had with our Customer Service Representatives.  Be assured that the service you describe receiving is not the level of service we expect to be provided.  Accordingly, I have forwarded your complaint and this letter to our Customer Service Management Team so this matter will be addressed with the involved parties.  In addition, as a gesture of goodwill, we have removed the $27.00 late fee, $27.00 return check fee, and $12.41 in interest charges as a courtesy to you.  I have also added 5,000 Plenti Points to your account. As of the date of this letter, your account has a zero ($0.00) balance.   [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 Customer Service Management Team

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]  This is the third message re the Macy's complaint.  I have answered it twice.[redacted]

April 5, 2017   [redacted]   Re: Revdex.com Complaint ID #[redacted]       Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your Revdex.com complaint which was...

forwarded to Macy’s Executive Office.  As a liaison of this office, I have been asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  I apologize for any inconvenience this matter may have caused you.   Our records indicate that the period ending November 11, 2016, had a balance of $59.25 with a minimum payment of $31.00 due on or before December 9, 2016.  When no payment was received by this date, your account was charged a late fee and interest in accordance with the terms of the DSNB Credit Card Agreement.  The billing statement for the period ending December 13, 2016, had a balance of $92.25, with a minimum payment of $65.00 (including a $31.00 past due amount) due by January 9, 2017.  When no payments were received, your account continued to be charged late fees and interest charges and was reported to the credit reporting agencies.  We received your $131.34, on January 16, 2017.  I have enclosed the billing statements for the periods ending November 11, 2016, through January 13, 2017 for your records.   After further researching your inquiry, our records indicate that an electronic statement notification was sent to the email address [redacted] on November 15, 2016, but was not opened.  On December 16, 2016, the following statement notification was sent to the same email address and shows that it was opened for review.  Because our records indicate the statements were successfully delivered and the delinquencies were not caused by a bank error, I must respectfully decline your request to clear any delinquencies regarding this matter.    [redacted], I would like to thank you for bringing this matter to our attention and providing me the opportunity to respond.  If I may be of further assistance in the future, please feel free to contact me at the telephone number listed below.   Sincerely,       Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed April 5, 2017   cc: [redacted], Revdex.com

Re: Revdex.com Complaint ID [redacted]
 
Dear
[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].  A new order has been placed
for the watch...

with an additional 20% off. 
Based on the above, Macy's considers this matter resolved and closed
satisfactorily.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]

[redacted]   [redacted]
February
5, 2016 
[redacted]
[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.  Thank you for the courtesy you extended in our
recent telephone conversation.  Be
assured that the service you described receiving is not typical of the level of
customer service we strive to provide and we appreciate your bringing this
matter to our attention.
Our
records show that the checking account number you provided on November 4, 2015,
for a payment by telephone was incorrect and the payment was returned by your
bank.  When that situation occurs, the
checking account information we retain in our records is deleted, pending a
correction by the customer, which you provided on November 11, 2015.  I was also pleased to learn that you were
able to successfully enroll to manage your Macy’s account online on September
23, 2015.  As I mentioned in our call, other
options are also available to customers to make a payment, including through
macys.com, in any store location, or through your banks bill-pay service as
well. 
By
way of explanation, we have not received a payment to your account since
November 11, 2015, in the amount of $27.00. 
As of the date of this letter your account is delinquent and has been reported
to the credit bureaus as one month past due.
As
a courtesy to you and in the interest of customer service, I have removed two
late fees totaling $64.00 that were applied to your account.  Your account balance is now $1,504.49, with a
minimum payment of $123.87 due by February 4, 2016. 
[redacted], thank you for giving me the opportunity to respond. If I may be of any additional assistance, feel
free to contact me at the telephone number listed below. 
Sincerely,
Michael
J.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com   The Macy's card is issued by Department
Stores National Bank. 
                                    This is an attempt to collect a debt and any
information obtained will be used for that purpose.

May 25, 2017  [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who had an issue with her outdoor dining table. We contacted the customer and approved to replace the table as an accommodation.  At this time, Macy's will consider this matter...

closed. Sincerely, Macy's Executive Office

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.  Again, they are trying to blame me instead of focusing on core issues, 1) I didn't receive any emails, they mentioned I opened statement, where I opened and when ?. My [redacted] credit score is 803, so if I opened the statement, why I didn't pay $21 ?, the issue is I didn't receive any emails, more over after few weeks, I was talking to their customer service to late fee issues, they told me to wait till they reverse the complete fee.2) Reg. Collection call - I didn't receive any voice message, if they really want to talk to customer they should have left voice message but I didn't get any, I am ready to show all proof. 3) They mentioned, "It is not part of our standard procedure to transfer to a Supervisor", before closing the account, I asked for a chance to talk to supervisor, he closed immediately without giving enough time. 4) My intention is not argue or raise question, I was very depressed and this should not happen to anyone, I spend too much time in talking to customer service, no one understand, they don't have track of what was discussed before, moreover, I already captured video of how macys.com payment site reacts, I am new to US and I am paying all bills correctly without any issues so far, they can check my credit history, my humble request is to, they should review all records of what was happened, what I talked, what I typed, if they do that, it will clearly tells the truth. Finally, my intention is not to skip payment of $21. They should consider and understand my whole situation. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
1. This matter all
caused by Macy's sales faults
               >>I had never lost my card, and I did not report
lost/stolen. The only reason I request replace a card is because I found a
unauthorized purchase on my account. It is a common action to request new card
for this.
               >>The customer services who answered my call told
me the purchase was a pre-sale. Which mean the customer who used my card did
not took the items when he/she made the purchase. There would be a sale going
to happen few days after the date of purchase, so he/she pay the price with
discount and pick up when sales happen. A person who want use other people's
account will not do this. He/she will get the product ASAP.
               >>The only way this could happen is the customer
mistakenly entered my SSN and sales did check ID. So this is all Macy's Sales fault.
2. My account is already
reported as late to Credit reporting bureaus and my Credit score dropped 42
Points!!!
               >>Business response mentioned my account will
not be reported late to the credit reporting bureaus but it already does and my
FISCO score dropped 42 points!! I'm buying house right now and will need mortgage
soon. These points will cause me high interest rate or even rejected
application.
               >>I follow everything that Macy's employee
request. They told me no need to do anything they will take care of me. they told
me wait for the form and I did got it for months. They told me they won’t
report late pay but they did. How can a big company like Macy's treat their
customer like this??? 
               >>If they this could hurt my credit why not ask
me pay the bill first and mail me check after fraud claim closed?
 
3. My requests
               >>contact credit reporting bureaus ASAP to fix
my credit score.
               >>Send me an receipt or approval that indicate
credit reporting bureaus received their request
               >>$1000 Cash to pay my time wasted, upset and
possible lost for future mortgage/loan. Cash request improved because my credit
score affected.
It is not Macy's
practice to compensate but it is their practice to mess up customer's credit?
Regards,
[redacted]

Dear [redacted], [redacted] filed a complaint with your office because she had mailed in for a total of 8 rebates and she had not received them.  After further review, it was discovered that our rebate center only received four submissions.  Those four submissions did not include the UPC’s so they were denied.  After speaking with [redacted] she advised that she did not send them in because they were gifts.  I worked with our rebate center and they have agreed to accept the submissions and have mailed out the four gift cards.  We have no record of receiving the other four submissions.  As a good will gesture, we are sending $40.00 in Macy’s Money for the four that she said she mailed that we did not receive.  Macy’s is not able to send [redacted] gift cards.  The rebates are handled by a third party company that sends the [redacted] cards.  The rebate company will not send gift cards for submissions they did not receive.  We apologize that this is not a satisfactory resolution but it is our final decision. Sincerely,  Yvonne  F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

October 23, 2015
[redacted]
[redacted]
[redacted] 
Re:  Revdex.com complaint #[redacted]
        Macy’s account ending in [redacted] 
On behalf of...

Department
Stores National Bank:  
Contact Date with Customer:  October 21, 2015
Complaint Summary:  [redacted] states that she cannot access her
Macy’s account online to make a payment or view her account, and has been
trying for several days to have that fixed. 
Resolution:  I
called and spoke with [redacted].  I
offered our apology for her experience. 
She has now paid her Macy’s account in full to be done with this
problem. While she was thankful for our
response, she was extremely upset and will not be a Macy’s customer in the
future.  This closed her complaint. 
Michael J.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], Revdex.com

October 20, 2015
[redacted]
[redacted]
[redacted]  [redacted]
Re:  Revdex.com Complaint ID #[redacted]
        Macy’s account ending in [redacted]
Dear [redacted]:
Your recent complaint...

filed
with the Revdex.com was forwarded to Macy’s Executive Office.  As a liaison in that office, I was asked to
review and respond on behalf of Department Stores National Bank.  I apologize for any frustration this matter
may have caused you.
I regret that our credit department
was unable to process an immediate refund back to your checking account.  For security purposes and to protect our
customers’ private information, we do not store a customer’s checking account information
within our system.  The only way to do an
immediate electronic refund back to your checking account requires that you
provide the checking account information to us and I am sorry for any
miscommunication that may have occurred. 
I can confirm to you that a mailed check refund in the amount of $114.11
($229.06 - $87.95 = $114.11) has been processed and you will receive the check
in approximately 7 to 10 days.  I
apologize for this delay and ask for your continued patience during this time
of transition from one computer system to another.
[redacted], we appreciate you
bringing this matter to our attention and allowing me the opportunity to
respond.  I am aware that you have been
an excellent customer of longstanding and am truly sorry that you feel you did not
receive the outstanding level of customer service you have come to expect from
Macy’s.  As a gesture of goodwill and in
the sincere hope you will continue to shop with us, I have enclosed a $25.00
Macy’s Money certificate for you to use on a future shopping trip.  If you have any additional questions or
concerns, please do not hesitate to call me at the telephone number noted
below.
Sincerely,
Carrie W.
Macy’s Executive Office
###-###-####  Ext. [redacted]
Enclosure / mailed October 20, 2015
cc:  [redacted], Revdex.com