Macy's

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 you to Revdex.com and Macy's for helping the matter get resolved.  
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. 
Regards,
[redacted]

October 27, 2017[redacted]Cincinnati Revdex.comDear [redacted]:I am in receipt of complaint number [redacted]. I spoke to the customer and offered to refund her money for the mattress which she accepted. The credit has posted to her account and she considers the matter resolved.Sincerely,Sue...

M.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted] August 18, 2016 [redacted] Re:  Revdex.com Complaint ID [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, and because I am familiar with your earlier complaint, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please be assured that Macy's takes the security of all of our customers very seriously. The security and privacy of our customer’s personal and account information, for both our Macy’s store accounts and our Macy’s [redacted] accounts are top priorities for our company.   Consistent with to our security policy, we are unable to release any information to you about our contact with your sister or your sister’s account. If she chooses to inform you of her contact with us about her account she may do so, but we cannot share this information with you without authorization from her first.  If your sister would like to raise an issue with us or file a complaint, she is welcome to do so, and we would be happy to assist her.  However, as your security and privacy are also important to us, we will not contact her to discuss your complaint or its resolution. [redacted], please accept my apology for any frustration you may have experienced.  Be assured that your sister’s complaint will be addressed once it has been received.  If you have questions regarding this letter, do not hesitate to contact me at the telephone number listed below.  Sincerely,  Ebony M.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

[redacted]   [redacted]
 
 
 
 
September 3, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint forwarded to Macy's Executive Office by the RevDex.com.  As a representative in
this office, I was asked to review and respond to your concerns.  While my
attempts to reach you by phone were unsuccessful, I was able to send you an
email on August 18, 2015, requesting additional information, and I thank you
for your prompt response.
 
Per
your request, we submitted the required form to transfer the funds in the
amount of $41.87, from the EZ Exchange card #[redacted] back to your [redacted]
account ending in [redacted].  Please allow fourteen
(14) business days for the funds to appear on your [redacted] account. 
 
[redacted]
[redacted], thank you for bringing this matter to our attention and allowing me
the opportunity to respond.  If I can be
of further assistance, please contact me at the telephone number listed below.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

May 5, 2017     [redacted]   Re: [redacted] - Case #[redacted]        Revdex.com Complaint ID [redacted]      Macy’s account ending in [redacted]   Dear...

[redacted]:   We are in receipt of your complaints filed with both the [redacted] and 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. I regret any frustration you may have experienced in this situation regarding your Macy’s account.   My research found that your account was charged-off as a bad debt on May 2, 2015, with a balance of $1,324.33. However, as stated in your complaint, the collection agency, [redacted], agreed to settle the account for less than the balance due with a payment of $585.18. The payment was received on February 2, 2017.   The Bank received the necessary confirmation from [redacted] and the credit bureaus have been directed to report your account as settled. Please allow thirty (30) days for the bureaus to update their records. Collection efforts have ceased. Your account is being correctly reported and we are unable to delete it from your credit report.   While I understand that this is not the full resolution you are seeking, we are required to maintain and adhere to specific credit policies and procedures so that our customers nationwide receive fair and consistent service. 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

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]

[redacted]   [redacted]
March
15, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint #[redacted]
       ...

Macy’s [redacted] account ending
in [redacted] (closed)
        Macy’s [redacted] account ending
in [redacted] (closed)
        Macy’s account ending in [redacted] (closed)
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.
We sincerely regret any
frustration you may have experienced regarding the above-referenced Macy's and
Macy’s [redacted] accounts.  Please
be assured that we take every complaint very seriously and recommend that
customers allow up to ninety (90) days after your completed Statement of Fraud
(SOF) is received for us to complete our investigation.
In researching this issue,
we found a fraud claim was not set up for the Macy’s [redacted] account
ending in [redacted] and Macy’s account ending in [redacted] until we received your
complaint and forwarded it to our Fraud Department on December 29, 2015.  I am pleased to share that on December 31,
2015, the full amount of the fraudulent purchases and related fees were removed
for both of these accounts, as follows:
Macy’s [redacted] account ending in [redacted].  On December 30, 2015, a $446.79 fraudulent
charge was removed leaving your account with a zero ($0.00) balance.  Because a hold was placed on the billing
statements after October 2015, I am unable to send you a statement showing
these adjustments.  I have requested a
release of the hold status, and once it generates, I will send you the
statement.  This account was not reported
delinquent to the credit reporting agencies.
Macy’s account ending in [redacted].  A
total of $1,302.47 in fraudulent charges and $119.09 in related fees were
removed.  I am enclosing a copy of the
billing statement for the period ending on January 18, 2016, which shows these
adjustments.  The $10.59 balance shown on
this statement was removed on January 19, 2016, which left your account with a
zero ($0.00) balance.  You will see this
adjustment on the February 2016 billing statement.  Also, I cleared our internal records of any
delinquency associated with this issue, and requested that [redacted], [redacted]
and [redacted] update their records and delete any history of delinquency for
December 2015 from your credit report.[redacted], we regret that this
matter escalated to this point; however, we appreciate you bringing this matter
to our attention and allowing me the opportunity to respond.  Be assured all of the accounts listed above
have zero ($0.00) balances and are closed as you had requested.  If you have any further questions, do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Regina
M.Macy's
Executive Office
###-###-#### Extension
[redacted]
Enclosures / mailed March 15, 2016
cc: [redacted], RevDex.com

January 18, 2017[redacted]Re: Macy's Account Ending in [redacted]Better Business Complaint ID: [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. I sincerely regret any inconvenience you may have experienced regarding the above-referenced account, and apologize if you did not receive a promised call back from our representatives. As customer service is crucial to the success of our business, it is always a concern when a customer is not satisfied with the level of service we provided. It appears that we fell short of our goal to provide you excellent customer service and we thank you for bringing this matter to our attention.Our records show Macy's Executive Offices responded to a [redacted] complaint filed on your behalf on April 6, 2016. The Executive Office also responded directly to your attorney on July 18, 2016, and again on November 2, 2016, in which we explained that we must have written permission on file to discuss account details with anyone other than the account owner. We enclosed an Authorization to Release Credit Information document with a request for you to complete and sign it, then return it to our offices. As of the date of this correspondence we still have not received this completed document.We received letters from the [redacted] dated January 6, 2016, and February 8, 2016, instructing Macy's to close your account and to cease and desist from further communicationregarding the above-referenced account. On January 16, 2016, your account was updated to reflect your request for a Cease and Desist and was closed. Unfortunately we have no record of a payment for S80.59, as noted in your complaint, and no record of the confirmation number you provided. If you have documentation showing any payments that have not been applied to your account, please fax or mail this to my attention for immediate research.[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,Nancy M.Macy's Executive Office[redacted]

[redacted]   [redacted]
*     July 23, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy’s account ending in [redacted]   Dear [redacted]...

[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 review and respond to your inquiry on behalf of Department Stores National Bank.   A review of your account shows that after you spoke with Kelley on June 27, 2016, your request was escalated to a Manager for further review.  I am pleased to share that on July 2, 2016, 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 April 2015 and May 2015 on your Macy’s account from your credit report.  A letter was also sent to you advising you of the action we took to resolve your concerns.  Kindly allow at least thirty (30) days for the agencies to modify their records to reflect the information contained in our request.  This letter will serve as confirmation for our request.   [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,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

March 02 2016
[redacted]Cincinnati Revdex.com
1 E Fourth St.Suite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all matters...

as expressed in the complaint. Based on
this, we consider the matter closed. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

[redacted]   [redacted] May 20, 2016 [redacted]
[redacted]
[redacted] Re:  [redacted] - Case #[redacted]         Revdex.com ID [redacted]...

        Macy's [redacted] 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).  In reviewing your complaint, I found you elected to receive electronic notifications when your monthly billing statements were available to view through macys.com.  Our records also indicate the notifications for November 2015 through April 2016 were successfully delivered to [redacted], the email address you provided.  We are able to see that the notifications we sent for November 2015 and April 2016, were opened on November 16, 2015, and April 23, 2016, respectfully.  You de-enrolled from paperless statements on April 23, 2016.  The billing statement for the period ending November 12, 2015, had a $56.84 balance, with a $27.00 minimum payment due by December 9, 2015.  When no payment was received by this date, your account was charged a $27.00 late fee and a $2.00 interest charge in accordance with the terms of the DSNB Credit Card Agreement.  When no payments were received, your account continued to be charged late fees and interest, and was reported as thirty (30) days past due to the credit reporting agencies.  We received your payment of $421.32 on April 27, 2016, which brought your account to a current status.  Enclosed are copies of your billing statements for the periods ending November 12, 2015, through April 12, 2016, as reference. As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the customer.  After researching the delinquency on your account, we found the information to be correct.  Our records indicate we did not receive payments on the account during the timeframe of December 2015 through March 2016.  Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on May 11, 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] Enclosures cc:  [redacted]        [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have already credited the full amount of the delivery charge to my AMEX.Thank you for assisting in a very speedy resolution.
Regards,
[redacted]

September 08, 2016  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com  Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  I spoke with [redacted] by phone to resolve his complaint and to apologize for any...

inconvenience he experienced with authorization holds while ordering on our macys.com website. Mr. Bharath is satisfied that all issues have been addressed for him. If you have any other questions, please do not hesitate to contact me at the phone number listed below. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted]

[redacted]   [redacted]
*
April 18, 2016
[redacted]
Re:  Revdex.com 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.  I
apologize for any inconvenience you may have experienced. 
Thank
you for providing the macys.com order numbers for your returns.  After reviewing each order, I found that the
returns in question have been credited back as follows:
















































































































































Order #

Returns

Credit

Date of
Credit

Statement
Period Ending

Gift Card
Issued

Gift Card
Amount

[redacted]

$113.90

24.99 +tax

12/10/2015

12/24/2015









24.99 +tax













14.99 +tax













18.25 +tax













22.25 +tax











$32.39

$32.39

12/26/2015

1/24/2016





[redacted]

$153.32

$120.93

10/26/2015



Ending in
[redacted]

$120.93





$32.39

12/26/2015

12/26/2015





[redacted]

$299.68

$15.52

10/22/2015

10/23/2015









$7.76

11/5/2015

11/23/2015









$164.12













$7.76













$104.52

12/2/2015

12/24/2015





[redacted]

$77.73

$25.91

9/17/2015

9/23/2015









$51.82

10/15/2015

10/20/2015





All
of the returns listed above were returned as a credit to your Macy’s account
ending in [redacted] with the exception of $120.93 which was credited to a gift
card.  The items listed above with “+tax”
were returned in a store location with items from other orders or
purchases.  Should you wish to have the
funds from the gift card noted above returned to your Macy’s account, you may
call macys.com at ###-###-#### to request the transfer of funds.  Please have the order number and gift card on
hand. 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I can 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

April 28, 2017   [redacted]  [redacted]   Re: Revdex.com complaint #[redacted]        Macy’s account ending in [redacted]        Macy’s account ending in [redacted] (closed)...

       Macy’s 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 that may have been caused due to the fraud claim on your account.  Be assured that the service you described receiving when attempting to get this issue resolved is not typical of the level of quality customer service we strive to provide.  Your feedback is critical as it assists us in truly understanding our customer’s experiences and directs our attention to areas in which we improve our service quality.   Our records indicate your card ending in [redacted] was reported as stolen on October 11, 2016, and closed for further use.  At this time, your new card ending in [redacted] was established. Unfortunately an error was made and a claim was not initiated for the fraudulent charges that billed to your account on this date.  This resulted in the fraudulent charges being transferred from your original account to the new account.  On November 19, 2016, when you contacted us again, the card ending in [redacted] was reported as stolen and your fraud claim was initiated.  At this time your new card ending in [redacted] was generated.    Upon review of your account I see the fraudulent charges, including late fees and interest, were cleared from your account as listed on your March 17, 2017, billing statement.  I have included this billing statement for your records.  On April 13, 2017, we requested that [redacted], [redacted], and [redacted] update your credit file and remove the delinquency from October 2016, through April 2017.  Kindly allow the credit agencies approximately thirty (30) business days to update their files.  In the interim, this letter will serve as confirmation of the correction.   [redacted], I hope you will consider this an isolated incident and continue to choose Macy’s for all your shopping needs.  If I may be of further assistance to you, feel free to contact me at the telephone number listed below.   Sincerely, Kristi Crackel Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc: [redacted], Revdex.com

November 22, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s store accounts ending in [redacted] (lost/stolen) & [redacted] (open)   Dear [redacted]:   I am in...

receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   In reviewing your account, I found that fraudulent activity occurred on your account ending in [redacted] on July 16, 2016.  On July 17, 2016, we immediately closed account ending in [redacted], and opened account ending in [redacted].  A Statement of Fraud Form was mailed to you and returned, initiating a fraud investigation. The original claim was denied on August 29, 2016, but further research validated the fraudulent activity.  On September 2, 2016, a total of $921.25 in fraudulent charges were removed.  There was no interest or late fees associated with these charges.    After the fraudulent charges were removed, your unpaid balance was $970.76, with a minimum amount of $27.00 due by October 10, 2016.  The payment you made September 29, 2016, in the amount of $103.51, satisfied this minimum payment; however, this was not enough to satisfy the remaining balance of the Special Event promotional balance.  When making a payment for this type of balance you must also include the minimum payment for the Revolving balance, in addition to the full amount you wish to pay towards the Special Event balance.  For this payment, $27.00 was applied to your Revolving balance, and $76.51 was applied to the Special Event balance.  The entire balance of the Special Event account was due by October 13, 2015, to avoid paying the deferred interest; therefore, on November 13, 2016, $548.58 in interest charges was added to your balance.  In addition, a $27.00 late fee was charged because we did not receive the minimum payment of $27.00 due by November 10, 2016.    As a courtesy, I have removed the $548.58 interest charges, because you intended to satisfy the balance before the promotional period expired.  I have also removed the $27.00 late fee, and provided an additional credit to your account of $29.00 as reimbursement for the stop payment fee you were charged by your bank.  I apologize that you were told incorrect information causing you to incur this fee.  As of the date of this letter, your account is past due.  Your unpaid balance is $422.82, with a minimum payment of $85.56 due by December 10, 2016.      [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: Tina Geers, Revdex.com

[redacted]
[redacted]   
[redacted]
[redacted]
 The major problem I see is that a return mail was supposedly sent by the USPS with a forward to the [redacted] address.  This cannot be true because non of my other mail was diverted.  Moreover, when I spoke with the rude CSR she specifically told me that it was done by a "human".  She was not able to give me her name but I was put on hold several times as the CSR was speaking to someone else and coming back with comments.  When I asked how the "human" was able to change the address in fraud, she became very defensive and told me that Macy's would reprimand the "human" as they see fit and they would not divulge the information to me.  She kept saying the Macy's would speak with the "human" and take action.  She was able to tell me that the "human" was a Macy's representative.  Why would management reprimand this person "as they saw fit" if this person did not do something in error.  I continued to say this is fraud if someone changed my address (apparently not the post office) without my knowledge.  Why was I not contacted by phone.  This this "human" change all my information without my knowledge?  That is fraud to me.

I just received the attached letter from Macy’s again. It is dated 2-23-16. This is the 4th or 5th letter I have gotten saying the same thing 60-90 day investigation time. It has been going on since MAY. Also attached is a certified receipt from the letter telling them to give me an answer and to remove the late payments from Jan and last May. I looked at complaint history for MACY’s  it seems they do the late payment notification after they tell you not to pay many times. Thanks [redacted]

February 19, 2018[redacted]RE: Revdex.com Complaint Number-[redacted] Macy’s Account ending in [redacted]Dear [redacted]:I am in receipt of your response to our letter regarding the complaint you filed with the Revdex.com concerning the above referenced Macy’s account. As a representative of Macy’s Executive Office, I was asked to review and respond on behalf of Department Stores National Bank (DSNB).Unfortunately, the information you provided is not sufficient. Please obtain a bank transmittal for the transaction and forward to my attention at the address above. Please know that your bank will not release information regarding your account to anyone other than the account owner; therefore we are unable to contact the bank for you to obtain this information.[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of further assistance, please do not hesitate to contact me at the phone number listed below.Sincerely, Lisa B.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: [redacted]The Revdex.com