Macy's

[redacted]   [redacted]
February 3, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint [redacted]
       Merchandise...

quality
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.
We
are sorry that you were not pleased with the quality of your recent purchase
and thank you for bringing this matter to our attention.  We work closely with our vendors to make sure
that our merchandise meets our expectations. 
Please accept our sincere apology for disappointing you and we look
forward to better meeting your needs in the future.  Our Risk Claims Department would be able to
discuss your concerns with you, and submit a claim on your behalf.  Please contact them at your convenience at ###-###-####.
Again,
thank you for bringing this matter to our attention and allowing us the
opportunity to respond.  If I may be of
any 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

Macys has refused to refund my account , stating they only charged me for 1 item. That is not true, I paid for both items at once . Then a few weeks later I canceled the 2nd item and was not refunded. Macys states that the items are not charged til sent out, also not true, my card was charged 5 times over for the same items ( that part has been resolved , thanks to my bank, not Macys.) I was sent an email saying their not refunding me  and that I was never charged for 2nd item, also not true.

Hi [redacted], The customer does not provide any information as to why the complaint is not resolved.  We have previously responded 4 times and it appears we did address all issues.  The customer only states about being too busy to answer but will do so next week. At this point Macy's considers the matter closed. Thanks,Dave Dave T.  |  Executive Liaison Auditor  |  Executive Liaison Team ###-###-####  |  tieline [redacted]  |  [redacted] Macy's Credit and Customer Services  |  [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,
 At this time, I cannot completely accept the response Macy's has offered until I see the next several month's bills and am able to confirm that my bill is sorted sorted-out and the bills remain correct. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me after speaking with my brother [redacted] about the returned items and gift cards received on those returned items. 
Regards,
[redacted]

March 9, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted])         Macy’s store account ending in [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 additional concerns on behalf of Department Stores National Bank.    As stated in my letter dated March 6, 2017, regrettably I must decline your request to reinstate your original line of credit on the Macy’s [redacted] account referenced above.  Per your request, I have [redacted] the Macy’s [redacted] account as of March 7, 2017.  Your Macy’s store account remains open with a $5,000.00 line of credit with the full $5,000.00 available for purchases.  I have also expedited the store cards for you and the additional account holders, under separate cover.  Please allow two (2) to three (3) business days to receive the cards.  To clarify, each account is reviewed on its own merit regarding the increase or decrease of the credit limit.    [redacted], thank you for bringing your additional concerns to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Since all of your concerns have been addressed, we consider this issue [redacted].  Please feel free to contact me on another topic in the future.   Sincerely,  Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

This is a continuation of an existing complaint that has not been resolved. While resolving the previous issue of not knowing why I was being billed/robo called/silently spam called (multiple times a day) for something I could not see on my account, the issue turned out to be that when applying for...

a new card, it will not show up on an existing account until it is added. I applied for a Macy's credit card in August and made a ~$160 purchase with the credit line (card not yet active). Time continued, and I never received the card in the mail. In September, I went back to the store, paid the ~$160, made another < $100 purchase on that line (card still not active), inquired why I still have not received the card, then requested another be sent. As it turns out, the card still was not sent to my correct address. While talking with support, there is not an apartment number on that account (what the store employee entered). There is the apartment number on my existing account (my correct address). So, without activating a card, no financial information (balances or transactions) are viewable on one's Macy's account. Without receiving a card in the mail, one cannot activate a card. One also cannot be correctly billed for the balance if it is being sent to the wrong address because the store employee or system did not include the apartment number. The problem progresses. In response to this issue, Macy's reduced the credit line amount and added interest to the balance. In a normal situation, I would be completely understanding of this. However, this being a chain reaction to an employee not adding my apartment number to the application. While talking with support, the interest will not be dropped and the credit line will not be fixed (dropped ~70 points on my credit score, ow). This is a three part resolution. I will be paying the full original balance (< $100) after I receive the new card that is "being sent" to the correct address, which support said will be here around the end of January (20 something). In response, I would ask that Macy's/whomever it takes: 1) Removes the interest added to the balance. 2) Restores the credit line/fixes what was reported to the credit bureau(s). 3) Macy's (Macy's Systems and Technologies, [redacted]) really needs to create a solution that checks for new applications to existing accounts. Not only that, but they need to follow up with customers who have inactivated cards. At the very least, if a customer has an existing account, show their information for them while they wait for the new card to arrive... It seems like the whole credit transition to [redacted] was much needed.

April 08, 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, I was asked...

to review and respond
to your concerns.
Unfortunately,
a thorough review of your orders and claims of non-receipt of merchandise did
result in your being cautioned about the continuation of such claims on
February 13, 2016. Further, Macy's did inform you that further credits would
not be issued for online Macy's orders on March 2, 2016 because of excessive
claims. Therefore, further credits and accommodations will not be provided.
As a
point of integrity, I have issued the refund for order #[redacted] for $225.29
to your [redacted] ending in [redacted]. This is a one time exception for you as we
documented the error in shipping.
While
you may not be in agreement, I hope you understand the logic of our decision.
If there are further questions about Macy's policy, please do not hesitate to
contact me at the telephone number listed below.
Sincerely,
Marjorie Bell
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 have determined that this does not resolve my complaint.   This business sent a letter to me in June 2017 stating they found I was the victim of identity theft. They were able to immediately increase my decreased credit balance, pay off the balance on the card and remove one late payment. According to [redacted], the company reported I was late twice. This is particularly odious to me because the company, prior to June 2017, acknowledged I was the victim of identity theft. Most credit card companies freeze your account and issue a new card. Macy's issued a new card and account number but continued to hold me liable for fraudulent charges. I am very dissatisfied with the way my claim was resolved; this is my second complaint. Macy's should have cleared all issues with all three credit bureaus prior to June 2017. Macy's should have never reported I was late because they knew I was the victim of identity theft.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] Hi, I just sent you an email about my complaint id # ID [redacted]. I just got a letter in the mail from them today with a check for what I paid. So please disreguard my prior email saying I did not consider it closed. Thank you,[redacted]

[redacted]   [redacted]
February 26, 2016
[redacted]
Re:  [redacted] – Case
#[redacted]
       ...

Revdex.com Complaint ID
[redacted]
        Macy’s account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your complaints filed with the Revdex.com and the
[redacted], 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. 
I
was disappointed to read that you had problems receiving your billing
statements and that your account address was changed to an address that was not
yours.  I am also sorry that part of the
problem with your account payments was that you were not notified in a timely
manner due to not receiving your billing statements.   We sincerely regret any frustration you may
have experienced and for the length of time it took to resolve these issues.
On
December 28, 2015, you called about the past due status of your account.  You were able to confirm that the address we
had on file for [redacted] was not your current address and we reinstated
the address listed above for your account. 
Additionally, we removed the $65.00 in late fees and $4.00 in interest
charges, bringing your account balance back to $47.45 for the original
purchase.  You paid this amount that same
day and closed your account.  We have
since removed the $2.00 interest charge from January 26, 2016, leaving a zero
account balance.
Due
to the address problems and non-receipt of your billing statements, we cleared
our internal records of any delinquency associated with this issue, and
requested that the credit reporting agencies update their records and delete
the delinquency reported for December 2015 from your credit file.  Kindly allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files. 
Upon
review, I found that your account was opened using the address listed above and
had a $47.45 balance for the billing period ending October 26, 2015.  On October 28, 2015, your account address was
changed to [redacted] by telephone via our automated Voice Recognition
Unit.  After authorizing a customer by
requesting the customer input their account number and some identifying
information, a customer could update their mailing address using the voice
recognition system. 
We received
your $47.45 payment on November 20, 2015, by telephone; however, the payment
was returned by your bank unpaid on November 24, 2015, causing your account to
become delinquent.  Unfortunately, we
were unaware that you did not receive the November 26, 2015, billing statement showing
that your payment was returned.
If I
may be of assistance in the future, do not hesitate to contact me at the number
listed below. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:   [redacted]
        [redacted], Revdex.com

May 20, 2016[redacted] [redacted] [redacted] Re:  Revdex.com Complaint ID [redacted]        Macy’s 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 review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused and for the level of service you described receiving.   My research confirmed that your payment of $227.26, made in the store on January 27, 2016, has been located and applied to your account.  Unfortunately, the store associate made an error when inputting your account number after doing an account number look-up.  We removed all interest charges and late fees, and your account has a zero ($0.00)  balance.  Moreover, we removed the record of delinquency from our records associated with this situation and also directed the credit agencies to correct their records as well.  Please allow the agencies thirty (30) days to make the necessary changes.  With regret, this letter will confirm that your account was closed at your request on April 29, 2016.  [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below.Sincerely,Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

April 18, 2018[redacted]Re: Better Business Complaint ID [redacted]Macy's ApplicationDear [redacted]:I am in receipt of your new complaint filed with The Revdex.com, which was forwarded to Macy's Executive Office on April 16, 2018. As a...

liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).Our records indicate we received your complaint filed with the [redacted]) on March 16, 2018, regarding this same matter. We responded to the [redacted] complaint in a letter dated April 13, 2018. A copy of our response is enclosed.Thank you for bringing this matter to our attention and giving me the opportunity to reply. Feel free to contact me at the telephone number listed below if you have additional questions.Sincerely.Nancy M.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: The Revdex.comApril 13, 2018 [redacted] Re: [redacted] - Case # [redacted]Macy's Application Dear [redacted]: I am in receipt of your complaint filed with the [redacted]) which was forwarded to Macy's Executive Office on March 16, 2018. 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 can certainly understand your frustration and I apologize for any disappointment you experienced regarding the Macy's application that you recently submitted online. Our systems use many methods to confirm the identity of every applicant during the application process. Sending a password or code to a customer's verifiable telephone is one of the security methods we use. Your application was declined because we were not able to complete the required verification of your telephone number. Enclosed is a copy of the letter dated March 9, 2018, which states the application was denied because we were unable to verify identity information. Unfortunately, the approval letter you received was sent in error by our agent. We are not able to approve your application at this time. We continue to use Driver's Licenses and state issued IDs for identity verification. However, we also use current technology if it can reduce fraud and loss for the Bank. Thank you for bringing this matter to our attention and giving me the opportunity to reply. Feel free to contact me at the telephone number listed below if you have additional questions. Sincerely, Nancy M. Macy's Executive Office###-###-#### Extension [redacted] Enclosure cc: [redacted]

February 15, 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.    Please be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.  Macy’s Money exclusions and disclosures are clearly and prominently stated on each coupon and the purchase receipt.  There was never any intention to be deceptive or not disclose the details of the coupon as you stated in your complaint and we regret that you feel otherwise.   As you read and were previously advised, any return of the merchandise used with the coupon will reduce your refunded amount.  Regrettably, I must decline your request for a refund of $10.00.    [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We understand this was not the resolution you were seeking, but hope you can understand our position although it may differ from your own. In order to ensure the efficiency of operations, it is necessary to maintain and adhere to specific policies and procedures so that each of our customers nationwide receives fair and consistent treatment. We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future. Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

February 3, 2017     [redacted] [redacted]   Re:  Revdex.com, Complaint ID [redacted]       Macy’s account ending [redacted]   Dear [redacted]:   I am in...

receipt of your complaint 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 (DSNB).   In reviewing our records, I found that you opened your Macy’s account on July 24, 2016 and immediately made purchases totaling $227.90, and you were provided a New Account Discount totaling $45.58.  The first billing cycle closed on August 9, 2016, with a total new balance of $182.32, and a minimum payment of $27.00 due by September 5, 2016.   When we did not receive any payment by the due date, your account was charged a late fee of $27.00, and interest of $3.93, in accordance with the DSNB Credit Card Agreement.  Your billing cycle closed on September 8, 2016, with a new balance of $213.25, and a minimum payment of $60.93 due by October 5, 2016.  When you spoke with a Customer Service Representative on September 10, 2016, the representative agreed to remove the $27.00 late fee as a courtesy to you, and your payment of $182.32 was received.  Your payment did not include the interest totaling $3.93, therefore, this balance remained on your account and interest accrued each month that it remained unpaid.     We received your payment of $3.93, on January 10, 2017, and the representative removed a total of $14.00 in interest from your account.  These adjustments resulted in a $6.00 credit balance on your account because the representatives mistakenly over credited $6.00 in interest that was never charged to your account.  A credit balance refund of the same amount was sent to you on January 17, 2017, and you are welcome to keep this check as a gesture of our goodwill.   In reviewing your complaint, I was disappointed to learn of your experience with a representative you spoke with on January 10, 2017.  My research confirmed that the information she was relaying to you may have been inaccurate; however, I did not find any evidence suggesting that she was being dishonest about the balance or any aspects of your account.  It appears that the representative may have provided inaccurate information to you based on her own error in interpreting your account information and I regret that you may feel otherwise. Your concerns have been forwarded to the appropriate management for further agent training and development purposes.   Be assured that the Bank does not participate in unethical or illegal practices including harassment.  We comply with all regulations with regard to credit servicing. Our calls are intended as a courtesy to remind customers of a recently missed payment, and assist our customers in maintaining a positive payment history with us.  Please accept my apologies for any frustration you may have experienced.   After reviewing your account information, I confirmed that all interest charged to your account has been removed, and your account was closed on January 10, 2017, with a zero ($0.00) balance. Your account cannot be re-opened, and you would need to re-apply for any future credit needs.   Because your principal merchandise balance was paid in full on September 10, 2016, and remaining balance on your account consisted of fees only, we have requested the credit reporting agencies to clear any delinquent reporting that may have been provided regarding your account.  Your credit limit of $1,800.00 was lowered to $300.00 on January 9, 2017, as a result of the delinquency on your account from the balance consisting of fees only.  Therefore, we have also requested the credit reporting agencies to update their records to reflect the original credit limit of $1,800.00 for your account.   I sincerely regret this matter was not handled to your satisfaction and that you decided to close your Macy’s account as a result.  We appreciate your loyalty to Macy’s and regret this situation may have jeopardized our relationship.     Thank you for bringing this matter to our attention and allowing me another opportunity to resolve this amicably.  Enclosed, please find $50.00 in Macy’s Money Certificates as a gesture of our goodwill for this unfortunate situation, and an invitation to return to Macy’s as our guest.  We look forward to the opportunity to serve you again.   If I may be of further assistance to you, please contact me at the telephone number listed below.   Sincerely,           Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted], Revdex.com        Macy’s Customer Service Management

April 1, 2016
 
 
Ms. Diana...

Acuna
418 15th
Street Apartment D
Huntington Beach,
CA  92648
 
Re:       Revdex.com ID #11023727
            Macy's American Express account ending 4211
 
On behalf of Department
Stores National Bank: 
 
Contact Date with Customer:  April 1, 2016
 
Complaint Summary:  Ms. Acuna says after receiving
her new Macy's American Express card she has stopped receiving paper and online
statements.  Due to this, she missed a
payment and was charged a late fee.  She
keeps going through the endless phone loop but cannot reach a live person.  She wants someone to contact her to update her
account, have paper statements sent and the late fee reversed.
 
Resolution:  I
called Ms. Acuna today and apologized for any frustration while trying to
resolve this issue and for the delay in responding.  I reviewed her account and removed all fees to
bring account to a zero balance.  We
updated the American Express side of the account for paper statements only;
however, the customer requested closure of the American Express side of her
card and I verified it was closed.  I
explained we were having technical difficulty with our phone system previously
but they have been resolved.  The
customer stated she felt her concerns were addressed completely and she is
satisfied with the resolution.  I thanked
her for speaking with me today. 
 
 
 
Rhea Belyeu
Macy’s Executive Office
1-888-622-9793
Extension 73609
 
cc: Tina Geers, RevDex.com

Revdex.com:its maddening that Tara said I haven't responded.  I left her a vm the day after she left me one. I also replied to the email she sent me . I was at work when she called and I am on pacific standard time.  I also sent an email.  The voicemail she left me was dismissive and basically said I just didn't wait long enough ( from Dec 9, it's February) .  It doesn't address the issues I encountered at all. There were 2 orders, she addressed one . I got my money back because my credit card company handled it for me.  Macy's did not help with resolving my issue at all. Thank god for [redacted]. I called Macy's over and over. No one there knew how to help me   They kept putting me on hold and hanging up   When you ask for a supervisor they put you on hold and hang  up . Macy's did not respond to any of the emails I sent .  How do we ensure they aren't doing this to customers in the future? Most people would have given up on getting their money back .  This company needs to be accountable for their incompetence and untrained customer service. How many consumers are unable to get their money back? How many people are getting ripped off and hung up on? How do we protect all the other consumers? 
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]

August 26, 2015
 
 
[redacted]
[redacted]
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
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 sincere apology for any inconvenience you
experienced when your macys.com order did cancel. It is never our intent to
disappoint a customer. Rather, we strive to make the order process
user-friendly and efficient. In this case, it seems we have failed to meet our
expectations, and yours. We regret that, due to our verification process and
shipment timing Macy's did not achieve delivery for this gift in time for your
event.
 
Although
we are unable to provide the $357.57 total credit you have requested, in
respect and consideration I have issued a credit adjustment of $79.90 for your
watch. You will view the credit on your Visa ending in 6917 within 7 days.
 
[redacted], thank you  for bringing this
matter to our attention and allowing me to respond. Please do not hesitate to
call 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

Dear Tina Geers: We are in receipt of Revdex.com Complaint Rebuttal #[redacted] for [redacted].We have spoken with Mr. [redacted] and he advises the issue has been resolved for him.Further, I have provided my direct contact information if the issue arises in the future. We apologize for all the trouble and inconvenience.Based on the above, we consider this issue resolved. Michele S[redacted]Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

[redacted]   [redacted]
 
 
October 12, 2015
 
 
[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 Department Stores National Bank Credit Card Agreement, if you have been
paying less than the Total Now Due 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.
 
Applying
this billing policy to your Macy’s account, the $20.24 interest charge that
appeared on your June 26, 2015, billing statement included interest assessed
between the last bill date of May 26, 2015, and the date (June 26, 2015) that
your $994.54 payment posted to your Macy’s account.  When we did not receive any additional
payment toward the $20.24 balance, late fees and interest charges were
assessed.  The initial interest charge was
removed on September 23, 2015, which appeared on your September 2015 billing
statement (copy enclosed), along with the additional late fees and interest
charges totaling $77.48.
 
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. We requested that [redacted], [redacted] and [redacted] delete the
late payment history for the months of July and August 2015 from your credit
file.  Kindly allow at least seven (7) to
ten (10) days for the agencies to modify their records to reflect the
information contained in 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 do not hesitate to contact me. 
 
Sincerely,
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosure
 
CC: [redacted], Revdex.com