Macy's

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. 
While I appreciate [redacted] response and proposal to removed the charges made during February 2015, he specifically called out that they will not removing the March 16, 2015 unauthorized charge, which I also disputed formally per the company's written request dated May 19, 2015.  This charge is from the same vendor as the February charges.  This is the final charge that needs to be removed and until it is, this matter is not resolved.
Regards,
[redacted]

Hi [redacted]:Thanks for the follow-up with Macy's on my behalf as an impacted and unhappy customer.FYI, I happened to get one more statement from Macy's last week, imposing additional interest charges, etc. So I decided to try calling them one last time and managed to get thru to their Customer...

Service for a change (instead of being directed to, and stopped each time by, their collections dept.After getting past two levels of managers and more than an hour had passed, I managed to get thru to Andrea H. (Macy's Employee ID # [redacted]) and she finally understood my problem and acted on it. She spoke to their Executive Office and learned that the EO had received my complaint via Revdex.com and they were reviewing it. She also managed to get all the charges dropped assured me that I do not owe Macy's anything at all. I am awaiting a formal letter from them as well, but now I think I can heave a sigh of relief for finally closing what should have been a trivial issue but only after jumping thru hoops needlessly.I also want to add that this resolution would not have been possible without the involvement and support of Revdex.com. What tilted the scales in my favor was the issue and Revdex.com's action on my behalf got the attention of the Executive  Office at Macy's. So my sincere thanks to the Revdex.com team as well as to you for all the efforts to find a resolution to a genuine issue on behalf of an aggrieved customer. This closure reinstated my faith in consumer protection. I also request you to please treat this case as closed.Thanks again!Sincerely,[redacted]

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted], and I have reached out to the customer several times via email and phone with no response. I have processed return labels to be sent to the email on file. If and when items are received and inspected a credit will be issued. If...

further information is needed, I will notify the customer. Based on this information 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: ###-###-####

[redacted]   [redacted]
 
 
 
 
August 25, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[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 personal apology
for any inconvenience you may have experienced in trying to obtain the tax
documents you referenced in your letter. 
 
It
was disappointing to learn that you did not receive the 1099C forms for tax
years 2013 and 2014.  In researching this
matter, I found that we are unable to locate a Macy's account using the
information you provided in your complaint. 
Please forward a copy of any documentation you have referencing a Macy’s
account in your name, such as an account number, so that I may investigate your
concerns.  Be assured that your complaint
will be addressed when adequate documentation is provided. 
 
[redacted], I understand you are requesting some type of reimbursement; however,
Macy's does not provide compensation due to a situation such as this.  If I may be of further assistance, please do
not hesitate to contact me directly at the telephone number listed below.
 
Sincerely,
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted],
Revdex.com

[redacted],
We are in
receipt of claim id #[redacted] regarding the customer's furniture
purchase.  Due to this ongoing issue, the customer has
advised that he does not want to pursue the issue with us further. 
We have provided the customer with our contact...

information and we will also
discount the customer's order due to the inconvenience.  At this time,
Macy's will consider this matter closed.
Thanks,
Macy's
Executive Office

December 9, 2015
[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, where as a
liaison, I was asked to respond to your inquiry on behalf of Department Stores
National Bank.  I was disappointed to
learn of the difficulties you had in getting your refund.  Please be assured that the service you
described receiving from our staff is not typical of the level of quality
customer service that we strive to provide. 
My review found that we received a payment of
$760.39 on August 9, 2015, which caused the credit balance on your
account.  You initially called to ask for
a refund on August 18, 2015.  However, because
the account had no prior balance, a review of the account had to be completed
before the refund could be issued.  The processing
of your credit balance refund of $760.39 was completed on November 14, 2015 and
mailed to you.  While we strive to
complete these situations quickly and efficiently, in August 2015 we began
converting our credit system, which caused some delays in our processing, and I
apologize.  If you have not received the
refund check, please call me at the number below and I will investigate
further. 
This letter will also confirm that your
account was closed on June 30, 2015, because of inactivity, and it cannot be
reopened.  If you would like to have a
Macy’s account, a new application would be required. 
[redacted], thank you for bringing this matter
to our attention and giving me the opportunity to reply.  Your feedback is important as it assists us
in understanding our customers' experiences. 
I hope you will give us another opportunity in the future to regain your
patronage.  If I can be of assistance on
another matter, feel free to contact me at the telephone number listed
below.  
Sincerely,
Michael J.
Macy's Executive Office 
###-###-#### Extension [redacted] 
cc:  [redacted], Revdex.com

Dear Revdex.com,Thanks for you to take care of my complaint. The fact is that I returned real merchandise to Macy's [redacted] store, but they issued me a fake Macy's gift card as store credit.Please see the attached phto receipts and fake macy's card.Thanks,[redacted]Cell...

phone: ###-###-####Email: [redacted]Address :[redacted]

We are in receipt of complaint ID #[redacted] regarding the customer's mattress purchase. The [redacted] has approved a full replacement of   the mattress for the customer.  At this time, Macy's will consider this matter closed. Sincerely, Macy's Executive Office###-###-####

[redacted]   [redacted]   November 15, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]...

  Dear [redacted]:    I am in receipt of your complaint forwarded to Macy’s Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my apology for any inconvenience you have experienced regarding this issue.    We sincerely regret any frustration you may have experienced regarding the Credit Protection enrollment procedures at Macy’s.  Signing up for the Credit Protection plan is an opt-in enrollment process and requires the customer’s consent.  The customer’s signature is required for acceptance in this plan, and a brochure is given to each customer who submits an application which includes both the Macy’s credit card terms and the Credit Protection terms.  Upon researching this issue, I found that you enrolled in the Credit Protection program when you opened your Macy’s account at our [redacted] Store in [redacted], on October 16, 2010.  I am enclosing a copy of the receipt you signed, electing to enroll in the optional Credit Protection Program, dated October 16, 2010, confirming your enrollment.    Our records show that $10.51 in program fees were charged from October 16, 2010, through October 21, 2016, when you called and requested to cancel the program.  Because your satisfaction is important to us, I confirmed that the Credit Protection service was cancelled on October 21, 2016, and that a refund for the charges totaling $10.51 was processed on November 8, 2016, to your Macy’s account.  You may use this credit toward a future purchase at Macy’s, or you may call our Customer Service Department at ###-###-#### to request a Credit Balance Refund check to be issued.  They are available Monday through Saturday between 8:30 am–12:00 am (midnight), and Sundays 11:00 am–11:00 pm EST.    [redacted], thank you for the opportunity to address your concerns.  If I may be of further assistance in the future, please do not hesitate to contact me at the number noted below.   Sincerely,       Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed November 15, 2016   cc:  [redacted], Revdex.com

P.O. Box 8220 Mason, OH 45040
May 12, 2016
[redacted]
[redacted]
Re: Macy's [redacted] Account Ending in [redacted]
Complaint ID: [redacted]
Dear [redacted]:
I am in receipt of your complaint forwarded to us by the Better...

Business Bureau. 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.
I am sorry for the delay in resolving the fraudulent activity on your Macy's account and I regret any inconvenience you may have experienced. Our Fraud Department has deemed the charges to your account for $79.94 on July 27, 2015, $49.97 on August 25, 2015, and $49.97 on September 25, 2015, to be fraudulent. We will remove the fraudulent charges and all fees to bring the account to a zero ($0.00) balance.
We will clear our internal records of any delinquency associated with this issue, and will also instruct the credit reporting agencies to update their records and delete any history of delinquency from the time period of September 2015, through April 2016. Please allow the agencies thirty (30) business days to make the necessary corrections to update their files. This letter will serve as confirmation of this request.
[redacted], 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,
Nancy M.Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted]
The Revdex.com

[redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.

[redacted]   [redacted]
February 18, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com
Complaint #[redacted]
      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.
Per
the enclosed Department Stores National Bank Credit Card Agreement, if you have
been paying less than the New Balance 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 interest charge is $2.00. 
This interest charge is for the money loaned to you during that period,
and will appear on the next month's billing statement.  My review of this matter found that all
interest was correctly charged in accordance with the Credit Card
Agreement.  As of December 16, 2015, your
account has been closed at your request and reflects a zero balance. 
Although
these fees were properly charged, we cleared our internal records of any
delinquency associated with this issue since the delinquent balance was
entirely fees and interest charges. I also confirmed that no negative
information was reported for this time period to the Credit Reporting Agencies.
[redacted], we understand that you have a choice in where to shop and we are sorry
this misunderstanding has jeopardized our business relationship.  I hope you will reconsider the use of your
account in the future and allow us the opportunity to renew your faith in
Macy’s.  If I can be of assistance on
another matter, do not hesitate to contact me. 
Sincerely,
Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures /mailed February 18, 2016
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.   
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  I appreciate the response from macys however, as I have advised over and over and overa again repeatedly asking macys to send the replies by us postal service, I have no problem with making a police fraud report, however, I need a hard copy of macys letter, the lastest letter sent to me stating that there is a fraudulent balance of 125 dollars, macy needs to send that letter by united states postal service, I have no way of printing that letter, I need to keep a copy of that letter from macys for my records again I am asking that macys sends me that letter by us postal service to my home then and only then will I be satisifed. 
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. 
[redacted] response is both inaccurate and inadequate, eluding the clear summary of my complaint.  She states, "In
this instance, on October 6, 2015, an authorization hold in the amount of
$139.28 was placed on your account.  This
authorization amount was then released to your bank within a 24-business hour
period from this date.  Your order was
due to have two shipments in which you would be charged $92.62 and $46.66,
accordingly.  Unfortunately, our records
indicate no charges were put through to your account.  As it stands, your account should not reflect
any authorization holds or charges from Macy's pertaining to this order."
1. My account was ultimately charged both the $92.62 and $46.66 amounts as it should have been.  That has nothing to do with the problem.  2. The problem I was asking Macy's to address was the original HOLD put on TWICE THAT AMOUNT.  The attached file, a photo of my personal checking account statement at the time of this infraction, shows 3 charges from Macy's within the top 4 items listed.  The first two charges (from the bottom up) total the third separate charge.  Macy's online store held up twice the funds that it was owed.  It doesn't matter if Macy's didn't take/use those funds, it prevented me from access to the funds by placing a hold for twice as much as they were ever owed.I want it explained to me how this is lawful or I want the online system corrected.  Thank you.
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 response indicates that I did not "provide a valid e-mail address" in my Revdex.com complaint.  This is patently false.  I am receiving Revdex.com correspondence just fine and would challenge Macy's to produce any evidence of attempts to reach me by email.The response indicates that "new return policy signs are posted throughout the store"; this is also not true.  I visited the store several times and did not see any posted signage.  I cannot state with certainty what is printed on new receipts; due to circumstances beyond my control, I was seldom in the area late 2016 and my visits to the store when in town were to execute the returns.  Unfortunately, those returns were denied and, resultingly, I declined any further purchase.The response state that "we had a three month grace period with more flexibility to honor returns for purchases that were made more than one year prior to the attempted return."  This may or may not be true.  What I know, with certainty as a result of my direct experience, is that the store did not exercise any flexibility and my returns were denied directly due to the newly imposed time restriction.  I also note, however, that I am now well aware that store employees do not necessarily follow the intended guidelines.  I specifically visited the store again on February 5, 2017, attempting the same return after being advised to attempt one more time before escalating the matter further.  At that time, I was again told that the returns were denied.  There are eight items that I've been trying to return, with a total return value of just over $100.  Some of the items are well within even the new 365-day window, but I was consistently told that even those items are eligible only for a gift card return.  I pointed directly to the back of the receipt which says that refunds would be in the form of the original payment, but that fell on deaf ears: The sales associate continued to tell me that the policy had changed and I was not eligible for a cash refund; I was told the same thing just yesterday, but I didn't make a scene or argue yesterday, because I didn't have the time and I am really tired of dealing with this.  It is clear that your store employees have either been misinformed or have some other reason for deciding to amend the written policies.All of the items hav[redacted] labels.  I was told at one point that [redacted] labels are no longer valid for returns and are not considered proof of purchase.  This is also new and runs directly contrary to everything I've previously been told, and is inconsistent with previous experience at the store.  Nevertheless, the result was unchanged when I returned with actual receipts.Let me again state my primary concern: Macy's is bending over backward to assert it's right to change policies; the change of policy is not the issue.  The issue is that you are attempting to retroactively apply the new policy to items purchased under the old policy.  Your policies play a large role in purchasing decisions.  Advertising and promoting a return policy, and then changing it and retroactively applying it to prior purchases without notice is unacceptable.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.   I have made payments every month according to the balance on each statement date. My account is not delinquent or past due. Macy's needs to review and accept their errors and stop taking me as a fool. I know how to calculate principle and interest. I will make payments accordingly as in the past.
Regards,
[redacted]

May 10, 2016[redacted]Re: Revdex.com complaint # [redacted]       Macy’s [redacted] account ending in [redacted]On behalf of Department Stores National Bank: Contact Date With Customer:  April 26, 2016, and May 4,...

2016Complaint Summary:  The customer stated she received an email regarding a fraudulent charge on her account in early March. She called back and stated it was not her charge and the agent advised her account would be blocked and was told not to pay her bill. She called to activate her new card and was told a claim was not filed. A few weeks later, after not hearing about her account, she called to see why her charge was not going through. She was advised there was an unpaid balance on the account. She was placed on hold, and transferred to find out why her account was unable to be used. She states the customer service is unacceptable, especially from the non-English speaking representatives.Resolution:  Ambassador Brian J. called and spoke with client.  Apologized for misinformation she had received regarding the charge and advising her not to pay her bill.  He explained that the charge was never posted to her account, that the late fee has been removed.  Customer was very happy with resolution.Brian J.Macy’s Executive Office###-###-#### 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.   
This inquiry was only reported to [redacted] to my knowledge, and it is STILL listed with [redacted], it has not been removed at all, can you please contact [redacted] and have it removed immediately?...
Regards,
[redacted]

[redacted]   [redacted]     July 18, 2016     [redacted]     Re: Revdex.com Complaint ID [redacted]       Macy’s account ending in [redacted] (lost/stolen)...

      Macy’s account ending in [redacted] (stolen)       Macy’s account ending in [redacted] (closed)   Dear [redacted]:    I am in receipt of your complaint forwarded to Macy’s Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.    We sincerely regret any frustration you may have been caused regarding the fraud on your Macy’s account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on November 18, 2015, you disputed the charges on your account.  At that time we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued.  During the investigation on your account, our Fraud Department reported the account ending in [redacted] as stolen (since additional fraud purchases were made after your initial report on November 18, 2015), and a new card ending in [redacted] was opened.  I was disappointed to hear that you called frequently with no resolution to your concerns.    I found that on April 19, 2016, we removed a total of $2,695.51 in fraudulent charges, and $55.37 in interest charges from your account ending in [redacted].  On July 12, 2016, the remaining $676.81 in fraud charges, $222.00 in late fees, and $436.96 in interest charges were removed.  As of today’s date, your Macy’s account is closed with a $795.70 balance (this contains your purchases prior to the fraudulent charges).  Also, we cleared our internal records of any delinquency associated with this issue, and requested that Equifax, Experian and TransUnion delete the late payment history for December 2015 through July 2016 on your Macy’s account from your credit report.   Thank you for bringing this matter to our attention.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

July 07 2015
 
 
[redacted]
[redacted]
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint forwarded to us by the Better Business...

Bureau. 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
when your order #[redacted] did cancel. We regret the delay in reissuing the
gift card to replace those in the order which were discarded. A $75.00 Macy's
gift card has
been sent to replace your gift cards.
 
[redacted]
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. We appreciate the opportunity to improve our customer
service. Please do not hesitate to contact me at the telephone number listed
below if I can be of further assistance.
 
Sincerely,
 
 
 
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], Cincinnati 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, provided that the delinquencies are removed from all credit bureaus within the 30 days as specified by the business for both the Macy's and [redacted] accounts.I want to take this opportunity to truly thank the Revdex.com for doing an excellent job in helping me resolve this matter.
Regards,
[redacted]