Macy's

[redacted]   [redacted]
October
14, 2015
[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.  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 while trying to close your above
referenced Macy’s account.
Be assured that the problems you described are not
typical of the level of quality customer service that we strive to
provide.  Macy’s goal is to have
professional and knowledgeable associates available, so that all of our
customers’ questions and needs are addressed and resolved efficiently.  For that reason, we truly appreciate the time
you took to share your feedback, as it directs our attention to areas in which
we can improve our service quality.  
With regret, I confirmed that your account was
closed on August 23, 2015, as you requested. 
Although interest fees were properly charged, as a courtesy, on
September 29, 2015, I applied a credit of $4.00 to your account.  As of this date, your account has a zero
($0.00) balance. 
[redacted], we value your business and we are
sorry this misunderstanding may have jeopardized our relationship.  If I may be of further assistance, please do
not hesitate to contact me at the telephone number listed below.
Sincerely,
Tamalla
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted] Revdex.com

October 25, 2016 [redacted], I am in receipt of complaint ID [redacted]. I spoke to [redacted], (the customer on the sales check), and went over the furniture warranty to see if she had any concerns regarding the merchandise. She stated the merchandise was fine except for a snag on the fabric...

which is out of warranty. I advised the customer Macy's is unable to return the merchandise, but did inform her WorryNoMore was purchased and a claim could be made for any covered issues. At this time, Macy's considers this closed. Sincerely, Macy's Executive Office

Re: Complaint ID #[redacted]
 
Dear
Ms. Geers: 
 
We
received the complaint for [redacted] regarding ID [redacted].  The customer stated that they have been
inconvenienced by the delay in receiving a [redacted] [redacted] Duffle Bag.  We have contacted...

the customer directly to
resolve their concerns.  A new order has
been placed for a comparable item and the customer will receive the shipment in
the next 5 business days.  Based on the
above, Macy's considers this matter resolved and closed satisfactorily.
 
Sincerely,
 
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

November 22, 2016   [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s Day Parade Seating   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 liaison of this office, I was asked to review and respond to your concerns. Though I was unsuccessful in reaching you by phone on November 10, 2016, I wanted to sincerely apologize for any inconvenience this matter may have caused you.   The lack of a prompt response is very disappointing.  The service that you described is not indicative of the quality customer service that we strive to provide.  As customer service is integral to the success of our business, it is always a concern when one customer is not satisfied with the level of service we have extended.  It appears that we may have fallen short of our goal and I thank you for bringing this matter to our attention.   In researching your inquiry, I confirmed that the previous non-profit organization formerly known as [redacted] has recently had a change in management.  It has been brought to my attention that the organization is still up and running, under the name of [redacted]).  I was able to touch base with management of the organization and have been provided a contact number in which they can be reached.    You can reach a member of the [redacted] at the telephone number, ###-###-####.  I was also successful in hearing back from an associate with the [redacted] organization, through the following email address, [redacted].   Please be assured that I have reached out to the appropriate management regarding our Macy’s Day Parade website, so that this information can also be updated.  I would like to personally and sincerely thank you for bring this matter to our attention.  Under separate cover, and as a gesture of goodwill, I have mailed two (2) $25.00 Macy’s Money certificates, , which can be used in any of our store locations.  As a native [redacted], I can personally relate to the joy and excitement one feels when attending this annual parade.  I hope that you and your family truly enjoy this year’s line up as well as the holiday season.  If I may be of further assistance please feel free to contact me at the telephone number listed below.   Sincerely,     Tyeisha B. Macy’s Executive Office
[redacted]   cc: [redacted], Revdex.com

November 11, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted] (closed)   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.   According to the Department Stores National Bank Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the payment due date.  The fee will be $27.00; or $37.00 for any additional past due payments during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.  This may result in a statement containing only an interest charge.   Applying this billing policy to your account, for the billing statement ending June 23, 2016, the unpaid balance was $63.96, with a $27.00 minimum payment due by July 20, 2016.  When no payment was received by this date, a $27.00 late fee and $2.00 minimum interest were charged, making your new unpaid balance $92.96 for the billing statement ending July 24, 2016.  The minimum payment for this statement was $57.00 due by August 20, 2016.  When no payment was received by this date, a $37.00 late fee and $2.09 interest was charged for a new unpaid balance of $132.05.  When no payments were received on your account, additional late fees and interest continued to accrue.  On October 29, 2016, we received a payment of $77.00.  My review of this matter found that all late fees and interest were correctly charged in accordance with the Credit Card Agreement; however, as a courtesy, I have removed the remaining $120.96 in late fees and $14.65 in interest charges, bringing your account to 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 do not hesitate to contact me.   Sincerely,   Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed November 11, 2016   cc: [redacted], Revdex.com

March 5, 2018[redacted] RE: Revdex.com Complaint # [redacted]Macy's Account ending in [redacted] (closed) Dear [redacted]:I am in receipt of your Revdex.com complaint filed on the above referenced complaint number and forwarded to Macy's Executive Office on your behalf. 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 (DSNB). Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.In reviewing your account, I found the account balance to be an agent error. When you submitted the Revdex.com complaint in 2016, all fees and interest charges were removed. Unfortunately, fees and interest were not held resulting in a $2.00 minimum interest charge. Additionally, late fees and interest were calculated and totaled $139.36. Please be assured that I have removed all late fees and interest charges.After reviewing this matter, because the delinquency reported was solely the result of interest charges and late fees, we have requested that the credit reporting agencies update their records and delete any history of delinquency from September 2016 to current date. This letter serves as confirmation that Macy's has submitted a request to all three (3) credit reporting agencies (Experian, TransUnion and Equifax) to remove the delinquencies on your account. Please allow thirty (30) days from the date of the enclosed letter for the credit reporting agencies to update their records. In addition, the Macy's account referenced above is closed and as of the date of this letter your account has a zero ($0.00) balance.[redacted], thank you for bringing this matter to my attention and allowing me the opportunity to respond to your concerns. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,Rachel R.Macy's Executive Office ###-###-#### Extension [redacted]

Please, I have told Macy's three times I do not have a printer to please put a return label in the mail. Today they have sent an electronic label to me. Again, they issue no means of me returning their item so I may get a refund. Your help in thus matter is greatly appreciated.[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. 
Regards,
[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.I am sorry to hear that you are not satisfied with your Dovewood dining room set. Our records...

indicate that a service technician repaired the chair. If the repairs have not solved the issue, we will be happy to exchange your chair for a new one. However, as the set is still current and has not been deemed defective, we are unable to approve a return. Please respond and let us know how you would like to proceed with the chair. Macy's has a preference period of 3 days from the original delivery date where you can return the merchandise with a 15% restocking fee. Unfortunately, this merchandise has been in your home too long for us to approve a preference return.  Sincerely,Jennifer C.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.  
As I really appreciate your  attention on this matter even though it had to be thru a third party, everything that has been done was because of someone else's original  mistake. I had nothing to do with this situation but definitely I was affected in so many ways.  This happened in October 2015 and because I took it thru the Revdex.com is how I got to your attention.  I spent hours of my time not only calling but getting the run around and having my blood pressure rise due to the unhelpful results I got. In this country you know time is money and I spent a lot of my time on calls .  You have some of the dates I called but I can list you quite a few more than that. Not to mention all the black friday sale as well as others  i had to miss and couldn't purchase anything because my credit card had been declined because of this same money I didn't get credited correctly...So  long story short I received a minute gift card because I asked for it because I was so frustrated but without another approval that's all they could give me and I was supposed to receive a phone call from a supervisor regarding this whole situation to receive some type of compensation for the months of the hassle this has caused me.  Phone call which I never received of course. I have been with Macy's quite a few years as a loyal customer I think I should receive some type of compensation for all the wrong doing on Macy's customer service.
Regards,
[redacted]

[redacted]   [redacted]
  
 
 
September 11, 2015
 
 
[redacted]
[redacted]
[redacted], **  [redacted]
 
Re:   Revdex.com Complaint ID [redacted]
 
Dear [redacted]:
 
We are in receipt of your
most recent complaint filed with the Revdex.com that was    forwarded to Macy’s Executive Office for
review.  As a liaison in that office, I
was again asked to respond, but please be advised that our position as outlined
to you in my previous responses has not changed.
 
You are correct in your
assertion that gift cards can be sold. 
Therefore, please provide to me a copy of the front and back of the
actual, physical gift cards you have in your possession that you used for the
online order and I will be happy to reinvestigate your claim.  Otherwise, you will need to seek recompense
from the entities from whom you obtained gift card “numbers.”
 
Sincerely,
 
 
 
Carrie W.
Macy’s Executive Office
###-###-####  Extension [redacted]
 
cc:  [redacted], Revdex.com

[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH
45202Dear [redacted]: I am in receipt of [redacted]
complaint, ID [redacted]. As a representative of Macy's Executive Office, I was
asked to review her complaint. [redacted] was concerned that she had not received
her return credit in...

the amount of $31.88. Upon review, the credit was processed
previously, and when I contacted [redacted], she confirmed that the credit has
been applied to her account.As an accommodation for the delay in the
return credit, I sent [redacted] a gift card that she can use online or in any
Macy's store.Based on the above, Macy's considers this matter resolved
and closed satisfactorily. Sincerely,Colette
O.Macy's Executive Office###-###-#### Extension [redacted]

As stated in a previous message the return was not accepted and the package was refused. Same tracking. Thank you

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.  Macy's recent response states that they have previously addressed my concerns in previous correspondences dated February 2, 2016, March 20, 2016, and April 1, 2016. Even though Macy's acknowledged receipt of my correspondence, and somewhat addressed my concerns, I have not had any sort of response to my letter that I sent to them via certified mail dated April 5, 2016.I did receive a "Corrected" [redacted] yesterday in the mail. I do not know what is "Corrected" about it as I never received the original [redacted] in order to compare. I only knew about the [redacted] from my transcript sent to me for the IRS.Macy's seems to believe that they have sent in correct information to the [redacted] in regards to 2014 tax year when in fact they have not.In my letter to Macy's Executive Office dated April 5, 2016 I sent detailed reasons with documentation as to why the information they have reported for 2014 tax year is incorrect. I have received no response to that letter, which has now been a month since I sent it to them.Any Cancellation of Indebtedness that there may have been, should have been in some other year long before 2014. Macy's is incorrect that the date of the "identifiable event" was in the year 2014, and therefore issuing a [redacted] for 2014 tax year.I dispute this and will continue to dispute this. In my April 5th letter, there is substantial documentation proving that any "identifiable event" would have been in some previous year, long before 2014. They are in error reporting [redacted] for 2014.I would appreciate this matter being resolved by Macy's realizing the [redacted] issued for 2014 is in error and retract/void it form the IRS.
Regards,
[redacted]

[redacted]   [redacted]
    August 16, 2017   Revdex.com   RE: [redacted] - Case # [redacted]        Revdex.com ID # [redacted]       ...

Macy’s Account ending in [redacted]   To whom it may concern:    I am in receipt of [redacted] most recent complaints filed with the [redacted] (CFPB) and Revdex.com (Revdex.com) forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to her concerns on behalf of Department Stores National Bank (DSNB).  As [redacted] has requested that we not contact her regarding her account, we are addressing our response to the CFPB and Revdex.com directly.   I was disappointed to read of the problems [redacted] expressed regarding her communication with “Ms. G”.  Our customers’ comments are important to us, as they provide us an opportunity to follow up with the appropriate action.  Therefore, I have forwarded [redacted] feedback to the proper management.  Please be assured that the Bank does not participate in dishonest or deceptive business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with applicable laws.    Our records indicate that [redacted] has contacted us previously regarding the above-referenced Macy’s account.  As explained in our past letters dated May 1, 2017, and July 17, 2017, (copies enclosed) [redacted] was advised to contact [redacted] Collections Department no later than May 18, 2017, to arrange a payment assistance plan to prevent her account from being charged off and placed with a third party collection agency.   We received a phone call on May 3, 2017, and in an attempt to provide assistance, payments were set up in accordance with our payment plan guidelines.  Our records confirm that [redacted] called back on May 18, 2017, and changed the payment date from May 20, 2017, to May 23, 2017.  Records confirm that she advised the representative who assisted her that she was supposed to have unemployment income that week, but she was just advised that it would be delayed.  The representative changed the date for the payment and also advised her it was still possible the account would charge off.  The agent closed her notes by stating that [redacted] would call back if anything changes.   We received a $67.00 payment from [redacted] on May 23, 2017, but it was returned on May 26, 2017, due to Non-Sufficient Funds (NSF).  When a payment is returned due to NSF, our system codes the account as if the payment was not received.  A replacement payment of $67.00 was made over the phone on May 31, 2017; however, this payment was also returned when a stop payment was placed on it.   On June 3, 2017, we received a third $67.00 payment, and this payment was also returned on June 7, 2017, for NSF.  Unfortunately, when the first payment was not received by the payment due date on May 20, 2017, and all replacement payments were returned, the payment plan defaulted and the account was charged off with a balance of $3,711.09 on June 25, 2017.  Should [redacted] have any further questions, or if she would like to make a payment, her account is now being handled by [redacted]).  She may contact them directly at ###-###-####.     Regarding [redacted] issues regarding her telephone numbers on her account, I would like to clarify that her number ending in [redacted] has always been attached to her Macy’s account. However, our records indicate that the number ending in [redacted] was also attached to the account and was listed as her primary phone number.  Our records further indicate that, on March 15, 2017, our system systematically updated the primary phone number ending in [redacted] to the number ending in [redacted] because, when we attempted to reach her at the number ending in [redacted], the number ending in [redacted] was not valid or not in service.  I apologize if this information was not properly or completely communicated to [redacted] in our previous responses to her complaints.   Regarding [redacted] request to reverse the fees and interest on the account, it is not the Bank's policy to remove any delinquency unless it occurred as a result of a bank error.  My review shows that all fees were properly applied; therefore, we are unable to accommodate her request.   We are sorry for the continued frustration this has caused [redacted], but we are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  If she has questions, she may contact me at the telephone number listed below if she chooses.     Sincerely,     Cory E. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures:   cc: [redacted]         [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.   
I received a Macy's Credit Card bill via US mail on Thursday, Jan. 28th, in the amount of $30.00.  This issue will not be resolved until I receive a bill via US Mail in the amount of $0 clearing my account.  Thank you.
Regards,
[redacted]

July 16, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:    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.  We sincerely regret any frustration you may have been caused regarding unauthorized charges to your Macy’s [redacted] account referenced above.
                                        ...⇄
Upon examining your fraud claim, I confirmed that you disputed the charge and total balance due of $109.85 on March 30, 2015; unfortunately, an error occurred when your account was not coded as lost or stolen.  This error caused your initial fraud claim to be declined on June 10, 2015.  After reviewing your account history, I can certainly understand your frustration with the events that occurred, and I sincerely apologize.  The level of service you have received is not indicative of the level of customer service that we strive to provide.  Although we do not like to hear that we have disappointed you, your feedback is important, as it allows us an opportunity to learn of areas that we can improve.  Accordingly, I have forwarded a copy of your complaint and this response to appropriate management so that the issue can be addressed with the associate involved.
 
I confirmed that on July 3, 2015, this error was corrected and our Fraud Department was able to complete their investigation.  On that same date, a credit totaling $172.06 was posted to your account for the $109.85 in unauthorized charges and accumulated late fees and interest, which brought your balance to zero ($0.00).  Your account was closed on July 9, 2015, as you requested.
 
Additionally, we cleared our internal records of any delinquency associated with this issue.  On July 7, 2015, we requested that [redacted] delete the late payment history reported for June 2015 on your Macy’s [redacted] account from your credit report.  Kindly allow at least seven (7) to ten (10) business days for the agencies to modify their records to reflect the information contained in our request.  This letter may serve as confirmation of the same in the interim.
 
Please be assured that the security of our customer’s information is a high priority at Macy’s.  Our security and that of our affiliates have not been compromised or breached in any way as you indicated in your letter.  There was never any intention to be dishonest as you stated in your complaint and we regret that you feel otherwise. 
 
[redacted], thank you again for bringing this matter to our attention and giving me the opportunity to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.
 
Sincerely,
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted], Revdex.com
         Customer Service Manager

December 23, 2016Dear [redacted]:I am in receipt of your complaint [redacted]. We contacted the customer and offered an accommodation of 100%. The customer is accepted the offer and Macy's considers the matter resolved.Thank you,Macy's Executive Office  Sincerely, Sue M.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. 
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. 
The representative never returned my call.
Regards,
[redacted]