Macy's

[redacted]   [redacted]
 
 
 
August 18, 2015
 
 
[redacted]
 
Re:  RevDex.com ID [redacted]
        Macy’s
account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your most recent Revdex.com complaint which was
forwarded to Macy’s Executive Office.  As
a representative of this office, and the person familiar with your file, I was
asked to review and respond to your most recent inquiry on behalf of Department
Stores National Bank.  I am sorry that
our previous response did not adequately answer your concerns. 
 
I understand
you are requesting that we provide documentation regarding the receipt of the
electronic billing statements that were sent to [redacted].  Attached is the email history from January
20, 2015 through April 13, 2015, showing when the alerts were sent and if they
were opened (O) and/or the billing link provided in the email was clicked (C)
on and the date and time of the action taken. 
 
[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 telephone number listed
below.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosure
 
cc:  [redacted], Revdex.com

May 31, 2016   [redacted]   Re: Revdex.com Complaint ID [redacted]         Macy’s account ending in [redacted]   On behalf of Department Stores National Bank:   Contact Date with...

Customer:  May 27, 2016   Complaint Summary:  [redacted] made purchase in October 2015 that qualified for the no-interest Club payment plan.  However, the purchase is on the regular Revolving account.  She has tried to have that corrected and have the interest charges removed with no success.    Resolution:  I called [redacted] and apologized for any inconvenience she may have experienced in this situation.  I assured her that the account corrections have now been completed and the purchase is now on the Club plan and interest charges have been removed. As verification, these corrections are shown on her billing statement for the period ending May 24, 2016, which she will be receiving in the mail soon.  This resolved her complaint.    Michael J. Macy’s Executive Office  ###-###-#### Extension [redacted]    cc: [redacted], Revdex.com

Good afternoon, It looks like this complaint has now been satisfied with the company.  Please Cancel this Complaint.  Thank you for your help, [redacted]

[redacted]   [redacted] August 30, 2016  [redacted] Re: Macy's Store Account Ending in [redacted] (closed)    Macy's Store Account Ending in [redacted]    Macy's [redacted]...

Account Ending in [redacted] (closed)    Macy's [redacted] Account Ending in [redacted]    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. Please accept my sincere apology for any inconvenience or misunderstanding you may have experienced regarding the above-referenced accounts.  As customer service is crucial to the success of our business, it is always a concern when one 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.  Your Macy's [redacted] card is designed to separate your Macy's purchases from any purchases made outside of Macy's.  There are two credit lines attached to one credit card. When your credit card is used at a register inside one of our Macy's stores or at macys.com, the charges will be applied to your store account.  The last four digits of your current store account are [redacted].  This account number will be listed on your monthly billing statement.  When your credit card is used at a register outside one of our stores, the charge will be applied to your Macy's [redacted] account.  The last four digits of your current Macy's [redacted] account are [redacted].  This account number will be listed on your Macy's [redacted] billing statement and also printed on your card.  Separate statements are issued for each account and are sent approximately one (1) week apart. A review of the above-referenced accounts shows we closed your Macy's [redacted] Account ending in [redacted] on June 15, 2016, as a security measure after possible fraudulent activity was reported and a new [redacted] account ending in [redacted] was established.  The balance of $2976.39 was transferred to the new [redacted] account ending in [redacted].   Your Macy's store account ending in [redacted] was reported lost due to the card being left in the store on December 20, 2013, and the account number changed to the current Macy's store account ending in [redacted] at that time. For your records, under separate cover, I am sending copies of monthly statements on the account ending in [redacted] for the closing date of August 30, 2015, through the statement closing date of June 29, 2016, and for the Macy's [redacted] account ending in [redacted] for the closing date of November 4, 2015 to the present.   Six of your payments made between August and October 2015 were incorrectly applied to the closed store account ending in [redacted], because, as you explained in your correspondence, your bank's online bill pay still had the old account listed.  The misapplied payments created a credit balance totaling $705.00, as shown on the statement for the closing date of October 29, 2015.  On October 31, 2015, one of our associates initiated a transfer of that credit balance to your Macy's [redacted] account ending in [redacted].  On the same day, a different associate transferred six (6) payments totaling $705.00 from the Macy's account ending in [redacted] to the [redacted] account ending in [redacted].   Unfortunately the $705.00 credit on your Macy's account ending in [redacted] was incorrectly transferred twice, once as payment transfers and once as a credit balance transfer.  This resulted in a $1,410.00 credit to your Macy's [redacted] account ending in [redacted], and a debit to your Macy's account ending in [redacted] totaling $705.00.  In order to correct this error, one of the $705.00 credits was reversed on August 23, 2016.  This reversal resulted in a $705.00 debit to your [redacted] account and a $705.00 credit to your Macy's account ending in [redacted], and as of the date of this correspondence, your Macy's account ending in [redacted] has a zero ($0.00) balance.  This correction has brought your Macy's [redacted] account balance over your credit limit of $3,400.00.  The balance on the [redacted] account is currently $3,855.44, and as of the date of this correspondence is currently past due for a payment.  A $94.82 minimum payment was due by August 1, 2016.  We did not receive a minimum payment resulting in a $27.00 late fee.  A $215.69 minimum payment is due by September 1, 2016.Due to the error that occurred with the payment transfers on October 31, 2015, we have cleared our internal records of any delinquency associated with this issue, and have instructed the credit reporting agencies to update their records and delete any history of delinquency from the time period of November 2015 to the present.  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.  Please contact me at the telephone number below in order to have the account considered for a credit limit increase. Additionally a payment for $200.00 was received on October 30, 2015, and was applied to your Macy's account ending in [redacted].  On August 19, 2016, we transferred the $200.00 payment from the closed account to your current Macy's account ending in [redacted] which now has a $569.24 balance.   [redacted], your continued loyalty is important to us as well as appreciated, and I am sorry this matter was not resolved sooner.  Please accept the enclosed $50.00 in Macy's Money in the interest of customer service.  I hope you will view this as an isolated incident and allow us the opportunity to mend our business relationship with you.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.  Sincerely,   Nancy M.Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc: [redacted]     The Revdex.com American Express 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.This is an attempt to collect a debt and any information obtained will be used for that purpose.

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. The customer was having issues returning shoes that were uncomfortable. After emailing with the customer and the store manager, the store has agreed to return the shoes. 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: ###-###-####

I have received a new statement from the business with added fees ($37) and interest ($2.42).  The disputed amount now totals $144.42 (up from $105.00)

January 27, 2016
[redacted]
[redacted]
[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, I was asked to review and respond
to your concerns.
Please
accept my apology for any inconvenience you experienced and we regret any
inconvenience due to receiving your macys.com order refunds in the form of gift
cards. The credit back to your original form of payment for $227.39 should post
to your Macy's card within 14 days. There will be a review of any related fees
and appropriate actions will be taken as necessary.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. A request is being made on behalf of Macy's Executive
Office to review the refund gift card process, especially when the customer
requests refund to the original payment. If I can be of further assistance,
please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Cincinnati Revdex.com

P.O. Box 8220 Mason, OH 45040     January 16, 2018     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Store Experience...

  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.  Thank you for the courtesy you extended during our telephone conversation on January 8, 2018.  This letter is to confirm our discussion.   Please accept my sincere apology.  As we discussed, the service you received is not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and courteous sales associates available within every department, so that our customers may have shopping experiences that are both positive and rewarding.  While we do not like to hear that we have disappointed you, we appreciate the time you took to contact us.    Accordingly, I shared your comments with Patrick H., [redacted] Store Manager, so he can follow up with the appropriate action.  Please note that due to privacy and employment laws, we are unable to provide more details about any action that may be taken.  He also advises me that he will contact you directly to address your concerns.   [redacted], your business is important to us, as well as appreciated.  As I explained, although I can certainly understand your frustration surrounding these events, it is not Macy’s policy to compensate for these types of issues.  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      Store Manager, [redacted]

March 3, 2017    Dear [redacted]:I am in receipt of complaint 11905132 regarding return of the customer’s funds. We have attempted to contact him twice by phone and once by email with no response. The credit in question has posted to his account. I apologize for the delay in...

response. Thank you,Macy’s Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
I returned the phone call from Macy's today, and received Stephanie's voice mail.  I explained to Stephanie via voice mail that I was not comfortable giving Macy's my bank account number and routing information.  I asked her to mail me my refund.
Regards,
[redacted]

[redacted]   [redacted]
April 18, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com complaint #[redacted]
On behalf of Macy’s: 
Contact Date with Customer:  April 5,...

2016
Complaint
Summary:  [redacted] states that he is constantly
being sent email notifications to update his account password on
macys.com.  He doesn’t respond to the
email because there is no way to tell if you are actually dealing with Macy’s
or someone trying to access the account. 
He has requested for the emails to stop on several occasions and they
continue.  [redacted] does not have an
account with us.
Resolution:  [redacted]
does not have a credit account with us but does have a loyalty account.  I called [redacted] and advised that per his
request, we modified his advertising preferences to not receive any
communication from us.  I apologized for
the inconvenience and advised how to determine if the emails came from
Macy’s.  [redacted] was satisfied with
the resolution and happy to receive my call. 
Janice D.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

[redacted]   [redacted]
December 29, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       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 (DSNB). 
I apologize for any inconvenience you may have experienced.
In
accordance to the terms of the DSNB Credit Card Agreement, if you have been
paying less than the New Balance on your account balance each month and you
then decide to pay your balance in full, you will be charged interest 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. 
Although
my review of this matter found that all interest was correctly charged, as a
courtesy to you, I removed the remaining $2.00 interest charge from your
account on December 24, 2015, resulting in a zero ($0.00) balance on the
account.  The account was closed per your
direction on September 27, 2015. 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of
additional assistance, please contact me at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

February 9, 2016
[redacted]Cincinnati Revdex.com
1 E. Fourth St.
Cincinnati, OH 45202Revdex.com Complaint:...

#[redacted]
Dear
[redacted]:  We are in receipt of Revdex.com Complaint # [redacted]. After numerous attempts by phone and email, we have not had any contact with the referenced customer. We have reviewed the complaint and have taken the following actions to resolve concerns as expressed. We have tried multiple times  to reach you by phone and by email, but was unsuccessful. Based on this, we consider the matter closed satisfactorily. Thank you. 
Sincerely,Jan B.Macy's Executive Presidential Departmentcc: [redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  We have spoken to [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Sincerely,Julie R.Liaison, Omnichannel Executive...

Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

...

                                        ...⇄       September 27, 2017     [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in [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 liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  I apologize for any frustration you may have experienced regarding the payment information on your account.   Upon review of your account, I see that you were sent a billing statement on May 8, 2017, with a minimum payment of $27.00 due by June 4, 2017.  When this payment was not received, a late fee in the amount of $27.00 was added to your account.  Our records indicate that on June 5, 2017, following your payment due date, your account was enrolled in Auto Pay online.    When enrolling yourself in Auto Pay, we will process payments using the bank account you designate when completing your enrollment.  Unfortunately, Macy’s does not have control over, nor are we able to verify a bank account that is entered online by the customer.  When a payment is submitted using the entered bank account and routing number, we will present it to the bank for payment.  When the June 5, 2017, payment was presented to your bank on June 8, 2017, we were informed this was a closed account.  A letter was sent to you the following day on June 9, 2017, to let you know this payment was cancelled, and that the bank account entered was invalid.   Your next billing statement closed on June 7, 2017, with a minimum payment of $51.00 due by July 4, 2017.  Your payment of $51.00 was attempted on July 4, 2017, using the same closed bank account.  When this payment was returned as unpaid by your bank, your account was considered 30 days delinquent.  On July 8, 2017, another letter was sent explaining the bank account you used for your payment was invalid, and your payment had been cancelled.  Both of these letters have been included for your review.  Our records indicate your payment information was updated on July 8, 2017, and a replacement payment in the amount of $105.00 was made on this day, bringing your account current.    It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Since the information we are reporting is accurate, we are unable to remove the delinquency from your credit report as you requested.  However, if you can provide the email message you mentioned that indicates Macy’s was using the correct bank account number, I would be happy to further review this matter.   [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter.  Please contact me at the number below if you need assistance on another topic.   Sincerely,    Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc: [redacted], Revdex.com

[redacted]   [redacted]
      October 12, 2017     [redacted]   RE: Revdex.com Complaint Number [redacted]        Macy’s Account ending in [redacted]   Dear...

[redacted]:    I am in receipt of your correspondence filed with the Revdex.com (Revdex.com) and forwarded to Macy’s Executive Office on October 9, 2017.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).   I was disappointed to read your description of your experiences with Macy’s fraud prevention process and hope you will accept my apology if you were inconvenienced or felt embarrassed by our transaction verification process.  Your letter mentions that some of your interactions included offshore personnel.  Whenever possible, we prefer to use our own employees in the U.S. to handle customer calls and other administrative functions, but our primary objective is to provide the highest level of service to customers when they need it. In some cases, we rely on outside sources for call center support, and some of those outsource vendors do have overseas operations. These vendors help us deliver a high level of efficient telephone based services.       Our systems take many details into account when prompting for verification of a transaction.  My research indicates that your account automatically received a systemic credit line increase on August 30, 2017.  Soon after, your spending pattern changed considerably.  Our system takes such changes into account when deciding if transaction verification is advisable.  Over time, the system recognizes new spending patterns and verification requests decrease.  Please know also, that according to the terms of your credit card agreement we may reduce or increase your credit limit at any time for any reason as permitted by law.     When verification is necessary, we strive to make it as quick and uncomplicated as possible.  You mentioned that you were asked questions which you felt had nothing to do with your identity.  These were questions taken from public records that would be unlikely for someone committing fraud to be able to answer.  Although these policies are in place to protect your good credit and personal information, we regret any inconvenience that you were caused.   Although it is not clear from your complaint when DSNB blocked your credit card and reissued a new card, our records show you have held the account number ending in [redacted] since September 2015.  If you would like to provide additional information, we would be glad to research this matter further.     We constantly review our policies and procedures and update them in an effort to better meet your expectations.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  Though we deeply regret any time a customer is inconvenienced in any way, it is not our policy to compensate our customers in such situations.  Please know that neither Macy’s nor the Bank engages in unethical business practices.    [redacted], thank you for bringing these matters 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 telephone number listed below.       Sincerely,     Peter D. Macy's Executive Office ###-###-#### Extension [redacted]   cc: Revdex.com  The Macy's card is issued by Department Stores National Bank.

[redacted]   [redacted] January 11, 2016 [redacted] Re:  Revdex.com ID [redacted]        Macy's [redacted] 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.  Upon receipt of your complaint, I removed your phone number from collection calls regarding this debt and reached out to our Fraud Department to review the status of your Fraud Claim.  Our records indicate that on October 7, 2015, when you called in to alert us of the fraudulent charges on your account, per your request, we closed your account and did not reissue a new account for you.  That same day, the Fraud Department sent you a Statement of Fraud to complete and return, however we have no record that the claim form was returned.  Our Fraud Department confirmed that $984.19 in charges on the account were fraudulent and removed them on January 4, 2016.  They also removed $102.00 in late fees and $71.51 in interest associated with this issue from the account, resulting in a zero ($0.00) balance.  Additionally, we cleared our internal records of the delinquency and requested the credit reporting agencies update their records and delete any history of delinquency for the October through December 2015.  Kindly allow the agencies approximately seven (7) to ten (10) business days to make the necessary corrections to update their records.  This letter will serve as confirmation of 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,   Janice D.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 find that this resolution is satisfactory to me.  Thank you for resolving the issue and the clear explanation of what happened.
Regards,
[redacted]

[redacted]   [redacted]       August 11, 2016   [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:    I am in receipt of your additional complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a representative of this office, I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.  It is regrettable to learn that you feel our prior response did not adequately answer your concerns.   As previously mentioned, we show email alerts notifying you that your statements are ready to view are being sent to [redacted].  We have no record of these email alerts being returned as undeliverable.  For further assistance with logging into your online profile, please contact our Technical Support Team at ###-###-####, option 6.   Upon review of your account, I found that a payment was made in the Macy’s [redacted] Store on August 4, 2016, in the amount of $35.68.  This resulted in a credit balance of $20.84, which I have taken the liberty of requesting a credit balance refund check for this amount.  You should receive this check under a separate cover within seven (7) to ten (10) business days.  As of the date of this letter, your account is open with a zero ($0.00) balance.   Thank you for bringing your concerns to our attention and allowing me the opportunity to respond.  If I may be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Stephanie C. 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 find that this resolution is satisfactory to me. 
Regards,
[redacted] Sorry for the day in getting back to you. I was waiting for the check from Macys which did arrive.Yes this case is closed to my satisfaction. Thank you VERY much to the Revdex.com for your help getting this resolved.