Macy's

MacysP.O. Box 8220Mason, OH 45040April 30, 2018[redacted]RE: Revdex.com Complaint ID: [redacted]Macy's Accounts Ending in [redacted] and [redacted]Dear [redacted]:I am in receipt your complaint submitted to Macy's Executive Office by the Better...

Business Bureau (Revdex.com). As a liaison in this office, I have been asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). Please accept my sincere apology regarding any frustration you may have experienced with your Macy's account.An analysis of your account ending in [redacted] shows that a purchase was made on August 5, 2017, in the amount of $32.24. This purchase resulted in a balance of $32.24, with a minimum payment of $27.00, due by October 1, 2017.: No payment was received by the due date, and your account was charged a $27.00 late fee and interest in the amount of $4.81. On September 14, 2017, a fraudulent purchase of $250.40 was made using your account, resulting in a balance of $314.45, with a minimum payment due of $62.81, due by November 1, 2017.On October 13, 2017, a security closure of the account ending in [redacted] was processed due to the fraudulent purchase, and on October 15, 2017, a balance transfer of $314.45 was made to the replacement account that was established ending in [redacted]. On October 17, 2017, a credit adjustment of $250.40 and an interest credit of $3.99 were made, and a previous cycle minimum interest charge of $1.18, was charged. In November 2017, a late fee and interest totaling $39.00 were charged, resulting in a balance of $100.24, with a minimum payment of $97.00, due by December 1, 2017, On November 4, 2017, a $2.00 interest charge and a $37.00 late fee' were credited, and on November 14, 2017, a payment of $32.24 was received. On December 1, 2017, and December 5, 2017, a $38.00 late fee and a $2.00 interest fee were charged respectively, resulting in a balance of $69.00, with a minimum payment due of $69.00, due by January 1, 2018. No payment was received in January 2018, and a $38.00 late fee and $2.00 in interest were charged, resulting in a $109.00 balance, with a minimum payment of $109.00, due by February 1, 2018. However, your February 2018, billing statement shows credits of late fees and interest totaling $111.00, resulting in a $2.00 credit balance. On April 4, 2018, a credit balance refund of $2.00 was provided, resulting in a zero ($0.00) balance.In accordance with the terms and conditions in your DSNB Credit Card Agreement, you are required to pay the minimum payment due on all undisputed charges by the applicable due date. You made a purchase of $32.24 on August 5, 2017, but did not pay for the merchandise until November 14, 2017.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. It is the Bank's policy not to remove anydelinquency from your credit report, unless it occurred as a result of a billing dispute. 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 consumer. After researching the delinquency on your account, we found that the information is correct. Our records indicate we did not receive payments on the account from August 2017 through November 14, 2017. Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit bureau report.Thank you for allowing me the opportunity to assist you. I understand that you have been seeking resolution to this issue through Macy's Credit Customer Service Department; however, should you have additional questions, feel free to contact me at your convenience.Sincerely,Durand C.Macy's Executive Office ###-###-#### Extension [redacted]cc: [redacted]Revdex.com

Unfortunately their solution still appears to put the responsibility on me to fix a problem they were completely responsible for.  I was re-issued new cards on both sides of the account, the store card as well as the [redacted] side after the original fraud problem. And that was fine they transferred all information on the old card except for the fraud amount on both of the new cards. But approximately six months after I thought things were beginning to be settled someone in one of their departments reopened the fraud account. Totally illegal. I was already having issues with the credit reporting agencies because of Macy's handling the fraud issue and it was showing me being late with payments and not paying late fees on the fraud activity on the original store card. [redacted] was resolved in a matter of weeks from the initial charges. After their reopening of the fraud account I was once again having issues with them resolving this new problem. Their solution was they closed not only the original card AGAIN but then closed the new store card they had sent me. This just added to more problems with the credit agencies. Then they told me they would not re-issue me another store card but I could reapply for a new one, as well as the [redacted] card, which would have been an additional hit to my credit report.And this is what they are still telling me I need to do. NO I do not believe this is a solution to a situation they are completely responsible for. Because now that would put me reapplying for two credit accounts also effecting my credit again.They need to take responsibility for their mistakes which have done nothing but cause me problems now for roughly 3 years. They need to fix this, not me. I'm having to forfeit a card I use regularly in the [redacted] card because of the store card that had fraud and they closed the account on the card I had been sent to replace that card, a card that they had already supposedly closed before when they told me I would have to reapply for another store card. No I am not satisfied with their solution.

May 23, 2016 [redacted] 
[redacted] 
[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 the frustration this situation regarding your account may have caused.  Be assured that the service you described receiving is not indicative of the high level of customer service we strive to provide.  My review of your Macy’s [redacted] account confirmed that on April 11, 2016, during a conversation with a credit department associate, all of the fraudulent charges, $380.00, were removed from your account.  Also, all late fees and interest charges were removed, totaling $82.43.  Your account balance is now zero ($0.00).  In addition, we have removed the delinquencies associated with this situation from our records and directed the credit bureaus to correct their records as well.  Please allow the bureaus thirty (30) days to make the necessary changes.  We sincerely regret any inconvenience you may have experienced with our efforts to contact you regarding your Macy’s [redacted] account referenced above.  Telephone calls from our collections department ceased as of April 11, 2016.  As directed in your complaint, I have closed your account as of the date of this letter.  [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter in the future, feel free to call me at the telephone number noted below.Sincerely, Michael J. Macy’s Executive Office ###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

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 minimum payment amount should not be $80.50, it should be no more than $ 30.00.  So why is it still showing the incorrect minimum payment amount.
Regards,
[redacted]

Hello [redacted], I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when you didn’t receive you’re order. I have issued full credit back to your account, you will...

see this credit in 3 to 5 business days.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy’s. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.  Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]     July 25, 2017   [redacted], [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted] (stolen/closed)         Macy’s account ending in [redacted] (stolen/closed)         Macy’s account ending in [redacted] (stolen/closed)         Macy’s account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of your additional complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office. As a representative in this office, and since I am familiar with this issue, I was asked to review and respond to your recent concerns on behalf of Department Stores National Bank.   Your most recent complaint was reinvestigated by our Fraud Department, and their position has not changed. As previously stated, if you have evidence that you can provide to us to substantiate your claim of fraud, please send that evidence to me. I cannot speculate as to what information you may have as proof that may help in removing the charges. Therefore, I am leaving that to your discretion. Absent any additional information, however, we are unable to remove the charges from your Macy’s account.   Your Macy’s accounts referenced above were promptly closed when you notified our Fraud Department that you were disputing the charges, as indicated in my prior letter dated July 3, 2017 (copy enclosed). On June 27, 2017, I also closed your Macy’s account ending in [redacted], per your request.   Thank you again for taking the time to bring this matter to our attention and allowing me the opportunity to respond. If you have any further questions, do not hesitate to contact me at the telephone number listed below. You can also request to speak with a supervisor in our Fraud Department by calling the phone number ###-###-####.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:  [redacted], Revdex.com

Hello [redacted], I am addressing this issue on behalf of Macy's Executive Office. I have tried to reach out to you via phone but was unsuccessful, I will be more than happy to assist you regarding this matter. If you could give me a call at your earliest convenience that would be great, my...

contact information is below. I hope to hear from you soon. Thank you,  Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### |

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of your most recent response to our letter dated October 14, 2015,
forwarded to us by the Revdex.com. 
As I have previously addressed your concerns, I have been asked to once
again respond.  I am sorry you did not
find our response satisfactory.
As
previously mentioned the authorization hold in the amount of $155.47 was placed
on your account once your order was submitted. 
This authorization amount was then released to your bank within a 24-
business hour period from the original date of October 7, 2015.  In some instances, the amount of time for the
removal of an authorization hold varies between credit card companies.   
[redacted]
[redacted], thank you for your feedback and bringing this matter to our
attention.  Your feedback is critical as
it assists us in areas in which we can improve upon.  If you need additional details regarding our
authorization hold policy, please visit the following:
https://customerservice.macys.com/app/answers/detail/a_id/181?cm_sp=macys_custom...⇄ /> If
you would like direct assistance or have further questions, please feel free to
contact me at ###-###-####.  My office
hours are Monday through Friday, 9:00 AM to 4:00 PM, Eastern Time.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Revdex.com of
Cincinnati

Hello [redacted]; We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].I have left a message at the number associated with her order and there was no answer, therefore, I left a message providing my direct contact. Since, there has been no response from the customer.Based on...

this, we consider this issue closed contingent upon contact from the customer. Sincerely, Michele S.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

August
19, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
 
Re:  [redacted] – Case #[redacted]
        Revdex.com Complaint ID
[redacted]...


        Macy’s store account ending in [redacted]
 
Dear
[redacted]:
 
I
am in receipt of your complaints filed with both the [redacted] ([redacted]) and the Revdex.com that were 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
regret any frustration you may have been caused regarding the $77.46 payments
that were returned by your bank as unpaid and for the delinquency reported on
your Macy’s account.
 
Enclosed
are the billing statements for March through July 2015.  Although payments were received in April and May
2015, both of these payments in the amount of $77.46 were returned to us unpaid
by your bank and subsequently, return check fees, late charges and interest
charges were applied to the account.  On
May 15, 2015, the account was reported to the credit reporting agencies with a
30-day delinquent status.  When no payment
was received by the June 18, 2015, due date, the reported status was modified
to show a 60-day delinquent status.
 
The
telephone conversation you had with a member of our collections department on June
28, 2015, was after the account was already reported as a 60-day delinquent
status.  Further, I understand that you
are now claiming that during the conversation, the collections representative
agreed to remove additional fees from your account.  While I regret any miscommunication you feel
may have occurred, our records show that the representative you spoke with declined
this request.  Our records further show that
the call was placed on hold while the representative called our return check
department to discuss your request to remove additional fees.  Our representative then resumed speaking with
you and advised you that your request was declined since we had previously removed
return check fees as a courtesy to you in July 2014 and April 2015.  Additionally, three late charges applied to
the account in 2014 (June, August and September 2014) were also removed for you
during the billing periods of July 2014 and October 2014.  Our policy is to limit any removal of return
check fees to a maximum of two (2) during any twelve (12) month period, and a maximum
of three (3) late charges removed during any twelve (12) month period.  You were advised on June 28, 2015, by our representative
that we would be unable to remove additional fees for you.  However, as an additional courtesy to you, a
$35.00 late fee and $6.20 in interest charges were removed on August 1,
2015. 
 
I
regret that we are unable to remove additional fees for you.  These fees and charges were appropriately
applied to the account per the Department Stores National Bank Credit Card
Agreement which also discloses that late payments, missed payments or other
defaults may appear on your credit report. 
Since the information we are reporting is accurate, we are unable to
remove the sixty (60) day delinquency for July 2015 from your credit
report.  On August 18, 2015, we requested
that the credit reporting agencies update their records and report your account
as ‘customer disputes reporting.’
 
In
your complaint to the [redacted], you reference that the return checks in April and
May 2015 were the result of an error on the part of your bank.  If that is the case, please have your bank
send a letter to my attention at the address noted above, confirming the nature
of the problem that resulted in the error and confirming it occurred on the
dates the checks were returned to us as unpaid, and I will review the matter
for you.
 
Thank
you 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,
 
 
Carrie
W.
Macy’s
Executive Liaison
[redacted]  Extension [redacted]
 
Enclosures /mailed August 19, 2015
 
cc:  [redacted]
       [redacted], Revdex.com

[redacted]   [redacted]
  
August
25, 2015
 
 
[redacted]
[redacted]
[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.  We sincerely regret any frustration you may
have experienced in this situation regarding your Macy’s account.  
 
My
research confirmed that payments were not received for the due dates March 14,
2014, April 14, 2014, and May 14, 2014.  Since
payments were not made for three consecutive months, your account was reported as
past due to the credit reporting agencies. 
Our records indicate that all billing statements were sent to the
address you provided and we have no record of any returned mail, which suggests
you received them.  In addition, agents
from our Collection Department tried to reach you by telephone about this
matter on many occasions, beginning on March 14, 2014.  As noted in your complaint, we have no record
of receiving a payment by check during the months listed above.  Account notes indicate that when you
initially called our credit offices you were asked to send in a copy of the
cancelled check, and you were told that upon receipt of a copy of the cancelled
check, we would investigate your payment and contact you.  However, we did not receive a copy of the
cancelled check. Therefore, and investigation could not proceed.  
 
Respectfully,
I am unable to clear the derogatory information from your credit file, as it
not our policy to remove any delinquency unless it occurred as a result of a
billing 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 consumer.  However, on March 24, 2015, we instructed the
credit reporting agencies to update their records and report your account as “customer
disputes reporting”. 
 
[redacted]
[redacted], thank you for allowing me to respond to your inquiry.  If I may be of any assistance in the future,
please feel free to contact me at the telephone number listed below. 
 
Sincerely, 
 
 
Michael
J.  
Macy's
Executive Office 
###-###-####
Extension 73381 
 
cc:
[redacted], Revdex.com

March 29, 2017     [redacted]   Re:  Revdex.com Complaint ID #[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.   My research confirms that the $10.00 Rebate Check for your September 28, 2016, purchase was mailed on October 31, 2016, and was cashed on November 29, 2016.  For any additional Rebate questions, please visit www.macysrebates.com or call 1-###-###-####.   I was disappointed to read about your experience with the customer service representative you mentioned in your complaint.  As a company committed to outstanding service, I assure you that the service you described receiving is not indicative of the level of service we strive to provide.  Please accept my sincere apology for any frustration or inconvenience this may have caused you.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

March 23, 2018[redacted] [redacted]Dear [redacted]:I am writing in response to Revdex.com complaint ID #[redacted]. Due to the mattress on sales check [redacted] notbeing found to be defective, I am unable to set up a return. Although, we do value your business, therefore,I am...

happy to honor a full refund for the set in the amount of $880.81.I will be happy to honor a discount off the new selection once the mattress has been chosen. As I advised inour phone conversation, you can forward the new sales check number or the sku # for the merchandise. Ican then finalize the sale.I look forward to hearing from you and resolving your concerns.Sincerely,Sharon W.Macy's Executive Office###-###-####

[redacted]   [redacted]
*
January 5, 2016
[redacted]
Re:  [redacted] – Case
#[redacted]
        Better Business...

Bureau Complaint ID
[redacted]
        Macy’s account ending in 9441
Dear
[redacted]: 
I am
in receipt of your complaints filed with the Consumer Financial Protection
Bureau and the Revdex.com, which were 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 the Macy’s
account fraudulently opened in your name, and for the collections calls you
received while attempting to resolve this matter.  Please know that we take every complaint very
seriously and request that customers allow up to ninety (90) 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 the account,
payment on the disputed amount is not required until our inquiry is concluded.
Upon
examining your fraud claim, I confirmed that you called on August 20, 2015, to
report that the above referenced Macy’s account was opened without your
permission and that you did not authorize the charges from June 4, 2015, made at
the [redacted] store.  Upon review, we
found that the account was opened via the Internet from macys.com.  We closed the account at your request on
August 31, 2015, and mailed you a Statement of Fraud form on September 3,
2015.  I am sorry that you did not
receive this form and for any delay in resolving this issue. 
On
November 24, 2015, we removed the fraudulent charges in the amount of $1,081.73
along with $139.00 in late fees and $124.24 in interest charges.  We removed your identifying information from
the account and requested that [redacted] and [redacted] delete this account
from your credit file.  Kindly allow approximately
thirty (30) days for the agencies to modify their records to reflect the
information contained in our request.
Thank you for bringing this matter to our attention
and allowing me the opportunity to reply.   
If I may be of assistance on another matter, do not hesitate to call me
at the telephone number listed below.
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted]
       [redacted], Revdex.com

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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

July 7, 2016    [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy’s store account ending in [redacted]   On behalf of Department Stores National...

Bank:    Contact Date with Customer:  July 6, 2016   Complaint Summary:  [redacted] states in her complaint that she did not receive her billing statements after making a purchase and received poor service while trying to resolve the problem.  She was also told that the negative mark on her credit report would be removed.    Resolution:  I called [redacted] and apologized for the level of service she received.  I also confirmed that we have removed the negative payment history from her credit report related to this situation and that her account was closed as she requested on May 22, 2016.  We are refunding the $10.00 credit balance to her.  This closed her complaint.    Michael J. Macy’s Executive Office ###-###-#### Extension 73381    cc: [redacted], Revdex.com

May 18, 2016[redacted]Re:  [redacted] - Case #[redacted]        Revdex.com ID [redacted]        Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your...

complaints filed with the [redacted] and the Revdex.com which were 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 (DSNB).  Macy’s goal is to have professional and knowledgeable Customer Service associates, so that all of our customers’ questions and needs are addressed and resolved efficiently.  From the comments in your complaints, it appears we may be falling short of that goal.  Therefore, 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.The terms of the Department Stores National Bank Credit Card Agreement state that if the minimum monthly payment is not received, late fees are applied to the account, and, for any month the balance-in-full is not paid, interest charges are assessed.  In using your account, you consented to the terms of this Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.  Our records indicate that the billing statement for the period ending September 23, 2015, had a $1,289.28 balance, with a $43.83 minimum payment due by October 20, 2015.  When no payment was received by this due date, your account was charged a $38.00 late fee and a $26.31 interest charge in accordance with the terms of the DSNB Credit Card Agreement.  The billing statement for the period ending October 23, 2015, had a $1,353.59 balance with a $122.14 minimum payment (including a $43.83 past due amount) due by November 20, 2015.  On October 24, 2015, one of our representatives removed a $38.00 late fee as a courtesy to you.  We received your $130.00 payment on November 3, 2015, which brought your account to a current status.  For the billing period ending November 23, 2015, the account was charged $25.80 in interest resulting in a $1,211.39 new balance with a $38.00 minimum payment due by December 20, 2015.  When no payment was received by this due date, your account was charged a $38.00 late fee and a $25.84 interest charge resulting in a $1,275.23 new balance with a $115.64 minimum payment due by January 20, 2016.  When no payments were received, your account continued to be charged late fees and interest, and was reported as past due to the credit reporting agencies.  On March 24, 2016, when you called in to make a $272.48 payment on the account, our representative removed a $37.00 late fee as a courtesy to you and brought your account current.  As of the date of this letter, the account balance is $872.61.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 or bank error.  After researching the delinquency on your account, we found the information to be correct.  Our records indicate we did not receive payments on the account during October 2015, December 2015, January or February 2016.  Regrettably, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on April 21, 2016, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”'.  [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]       [redacted], Revdex.com

Hi [redacted],We are in receipt of Complaint ID #[redacted] regarding the consumer's mattress set purchase.  As a one-time accommodation, a 100% credit adjustment outside of policy has been set up for the mattress set. A full credit will be issued to the consumer's account within 3 - 5 business...

days Customer will dispose of the mattress set as they see fit.  If the consumer has any questions or concerns, she can contact Macy's Executive Office directly. Thanks, Macy's Executive Office

I want them to do something so that this never happens again. I need to be compensated for them wasting my time.

Update: I have followed up with [redacted] and [redacted] and they tell me that there is still one Macy's account that is derogatory and Macy's did not fix it completely :(... Again, Macy's did not keep their word.So, I've submitted for Fraud Investigation and sent them letters from Macy's. They tell me that it can take upto 30 days. Thanks,[redacted]