Macy's

Dear 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 outlined in the Macy's letter from Rhea Belyeu, dated April 19, 2017, is not accurate for several reasons. First, Macy's contacted and reported to me, the fraudulent charges which I had no prior knowledge of. The account ending in [redacted] was closed, however, the fraud charges were split up and transferred on to the new account ending in [redacted], why? Then, that account ending in [redacted] was closed and again the fraud charges were split up and transferred to the second new account ending in [redacted], why? At that time, Macy's reported the fraudulent charges on the current account ending in [redacted] to the credit reporting bureaus causing my credit score to drop 87 points and my credit report stating Delinquent, Derogatory and late payment.Additionally and based on the Macy's response letter, accounts ending in [redacted] and [redacted] are still listed on my account and showing fraudulent charges in excess of $644.23. This dispute has been ongoing with Macy's for over four months now since December 16, 2016 and it is still not resolved. That is why I contacted the Revdex.com for assistance in this matter. I have contacted Macy's on many occasions from December 2016 through yesterday, and spoken with over ten Macy's representatives and still the accounts are not correct.To assist with bringing this matter to a close, I would like Macy's to remove the fraudulent charges still listed on the accounts and remove my name and history from the two fraudulent accounts ending in [redacted] and [redacted]. I would like Macy's to clear their records of any negative, delinquent, derogatory status with this issue and contact [redacted], [redacted] and [redacted] bureaus to request they delete any negative, delinquent, derogatory and late payment history associated the Macy's accounts.I thank the Revdex.com and the staff for the assistance they provide to people in need of help. I look forward to hearing from you soon.
Sincerely,
[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] I have sent payment on the account despite the fact that I never received the documentation from Macys. However, I have now received a letter stating that the fraud department had detected suspicious activity on my account.I CLOSED this account in march when the fraudulent items were ordered. I simply do not understand why this account wasn't closed.  I want it on the record that I do not want an account with Macys or their affiliates.... I again have contacted Macys and have again requested that the account be closed and have received another letter to that effect.Is there anything else I should do?? Thanks.

[redacted]   [redacted]
February 22, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re: Macy's Account ending in
[redacted]
Dear
[redacted]: 
I am
in receipt of your recent complaint filed with the Revdex.com
regarding your Macy's account ending in [redacted]. 
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
regret you were dissatisfied with our previous letter dated February 11,
2016.  However, our response has not
changed. The balance of $1,392.47 will remain on our records. 
You
have requested a copy of the original application and signature used to open
this account.  Because of the length of
time that has passed since the account was opened, no signed document is
available. The signed sales receipts are your agreement to pay your account in
accordance with the terms of the credit card agreement.
[redacted], please contact me at the telephone number below if you have additional
questions.
Sincerely,
Julia O.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: The RevDex.com
      Complaint
#[redacted]  
The Macy's card is issued by Department Stores
National Bank.

April 11, 2016 [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 of this office, I was asked to review and respond to your concerns.  Please accept my sincere apology for any inconvenience you may have experienced with respect to merchandise you attempted to return to the Macy's [redacted] store.  Unfortunately, your inquiry did not provide specific details and I was unable to reach you by phone on March 25, 2015, or leave you a voice message as your inbox was full.  I was able to send you an email on that same day to [redacted] advising that I would need more information in order to assist you.    Macy's has a very liberal return policy.  If the item was purchased in a Macy’s store and is not a clearance “final sale” item, or, merchandise from “Last Act” or “Backstage” item, Macy’s will accept for return any merchandise with a receipt and receive a full refund to the original form of payment.  If you do not have a receipt or proof of purchase, you will receive a store credit for the item’s lowest selling price within the last 180 days.  Returns with proof of purchase that cannot be validated by Macy’s systems will be handled as a non-proof of purchase return.  In regards to the top that you stated you purchased, our policy is to verify the pricing at the time of sale, and if an item is eligible for a coupon discount, it is applied at the register.  Not all of our sale items qualify for coupon promotions and these exclusions are clearly marked on the back of the coupon.  In both of these circumstances, it is our policy in the Executive Office not to override a store’s decision in these matters.  I’m happy to assist you by reviewing your receipt information and reach out to the store manager on your behalf but need the receipt information to do so.  [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 have determined that this does not resolve my complaint.   What information do I need to provide in order to prove that I was not the one who made the purchases?I had also asked for my account to be closed in the past and apparently it never was. Why should I be responsible for an account that shouldn't have existed?
Regards,
[redacted]

Dear [redacted], We are in receipt of the rebuttal to Revdex.com Complaint ID [redacted].  We have corresponded through email  with [redacted] and have carefully reviewed all matters as expressed in the complaint.  We have agreed to send feedback to the agent/supervisor involved to be coached on the work around for applying a gift card once an order is beyond the 30 minute window to make changes.   However, the customer believes these actions are not sufficient.  Again, [redacted], we believe our actions are more than equitable and we consider the matter closed satisfactorily.  Thank you. Sincerely, Julie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted], We received the complaint for [redacted] regarding ID [redacted]. The customer stated they never received the full refund for the returned merchandise. We have processed a sales audit to refund the customer for the mirror and dresser which were not included in the return credit. In...

addition, we have refunded the customer for the late fees they incurred. Macy's Executive Office  Jon A. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### |  Fax: ###-###-#### | Email: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very satisfactory to me. 
Regards,
[redacted]

[redacted],
We
received the complaint for [redacted] regarding ID [redacted]. The
customer requested a refund of the WNM fee due to a claim denial. We have
processed a refund of the WNM amount to the customers new account number
provided. We advised the customer to allow 10-14...

business days for processing.
Macy's
Executive Office

Dear [redacted], I am in receipt of complaint ID [redacted]. I have spoken to [redacted] and we have addressed all issues to her satisfaction. Based on this information, Macy's considers this matter closed and resolved. Thank you,Kristin T.OC Operations Support Pres, Omni Channel Escalation Team | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-####

[redacted]   [redacted]
March 9, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaint forwarded to Macy's Executive Office
from 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.  It was a pleasure speaking with you and thank
you for the courtesy you extended to me during our telephone conversations on
February 23, 2016, and March 1, 2016. 
This letter will confirm our discussions.
In
late August 2015, we upgraded our credit servicing site on macys.com, and in
that upgrade the ability to manage an account on line was restricted to
accounts that are “open”.  Accordingly,
because the account was “closed”, you were no longer able to access and manage
the account online after conversion.  I understand
that your decision at this time is to leave the account in an open status so
that you have the ability to manage the account online.  I confirmed that the status of the account is
open and you may contact our Technical Assistance Team directly by calling
###-###-####, option 6, and a representative will be happy to assist you in
enrolling your account for online access.
With
regard to a delinquency reported on your credit report, my research found that
the information we are reporting is correct. 
As a credit provider, we are obligated to report the account accurately
to the credit reporting agencies, whether it is favorable or unfavorable to the
consumer.  My research confirmed that we
did not receive a payment for the due dates of May 2, 2015, and June 2, 2015.  All billing statements were mailed to the
address you provided as your billing address, and I confirmed that emails were
also sent to you at [redacted] alerting you that your statement
was ready for viewing.  Payments can
always be made inside any Macy’s store, by mail, or by calling the number on
the back of your card.  Respectfully, I
must decline your request to remove the delinquency reported to the credit
reporting agencies for June 2015, because there was not a billing or bank error
that occurred. However, on July 16, 2015, we requested the credit reporting
agencies update their records and report your account as “customer disputes
reporting”.
[redacted]
[redacted], we sincerely regret that this matter had to escalate to this point
and for any inconvenience or frustration this matter has caused you.  If I may be of additional assistance, please
contact me at the number listed below.
Sincerely,
Carye C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

This response is being offered on this complaint along as a response to the Cars.com website
and the Jake Sweeney Facebook pages where this customer has posted their comments.  
[redacted] and her husband brought the vehicle into our dealership on January22, 2016 for a...

'car would stall while driving, reduced engine power message,check engine light and stabilitrac/traction control lights activated. This isthe first and only time the vehicle has been our dealership for repairs.A diagnostic fee of $100.00 is applied for us to not 'just not pop the hood',but to pull it into a service bay, hook up a $3000 diagnostic machine, checkthe vehicle for stored codes in the system, check all of the pertinentconnections, determine and isolate the failed part and get a necessary partsand labor estimate together. This diagnostic fee helps cover the expense ofthe shop, equipment, technician time, etc as is necessary to get an accurateestimate of repairs. The customer has an option to A) Pay the diagnositicamount and take the vehicle or B)Have the vehicle repaired and the diagnosticfee is applied to the repair time/estimate.The customer was contacted with the estimate. The customer then contactedGeneral Motors asking for assistance in the repair of the vehicle. Assistancewas declined because the vehicle was 2 years, 8 months out of the factoryoriginal warranty and 1 year, 5 months out of the Certified Pre-Ownedwarranty. The customer also has an aftermarket extended warranty that wecontacted and they declined the repair as a non-covered component. Upon reviewof the service records available through GM and a Car Fax report, the lastrecorded maintenance on this vehicle was September of 2013. In an effort tooffer some consideration to the customer, a $100.00 maintenance letter wasprovided to the customer in hopes that the customer would start having thenecessary maintenance service items completed at a GM facility.At the time of pick up, the discrepancy appears to be the rental car charges. The customer was in a rental vehicle for 5 days. With the vehicle being outof factory warranty and the extended warranty declining the repairs, therental charges became the responsibility of the customer. The customerbelieved that his roadside assistance would assist in the rental car charges. The customer was quoted $305.00 on Monday 01/25/16 plus any additional rentalcar days. The customer picked up the vehicle on 01/27/16 and additionalrental charges applied to the bill.At the time of pick up, the customer was clearly irritated. Instead ofdiscussing in a rational manor to resolve the issue, the customer became veryconfrontational. They contacted their roadside assistance, and came back andpaid their bill. I can only assume that the customer is taking up the rentalbill questions with his roadside assistance carrier. If there are any other circumstances that should be considered in this case, Iam willing to discuss with the customer in a civil manner.
[redacted]Service ManagerJake Sweeney Chevrolet

[redacted]   [redacted]
November 6, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID [redacted]
         Macy’s account...

ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint filed with the Revdex.com.  As a liaison in Macy’s Executive Office, I
was asked to review and respond to your concerns on behalf of Department Stores
National Bank.
We recently underwent
a scheduled credit system update for the Macy’s credit card accounts and
redesigned our macys.com website. 
Unfortunately, the implementation of this upgrade may have caused
challenges when accessing and using our credit servicing site, which resulted
in a disruption of online servicing for many customers.  Be assured that the service you described is
not typical of the level of quality customer service that we strive to provide,
and we apologize for any frustration you may have experienced. We do not tolerate rude behavior of any kind,
and I am also sorry our representative talked over you when you asked for
clarification about the late fee that appeared on your online billing
statement.
According to the
Department Stores National Bank Credit Card Agreement, a late fee is added for
each billing cycle you fail to pay the Minimum Payment Due by the payment due
date.  The fee will be $27.00; or $38.00
for any additional past due payment during the next six billing cycles after a
past due payment occurred.  Interest is
charged each month the account carries a balance.  The minimum interest charge is $2.00.
In reviewing your
account, I found that the billing statement for the period ending August 3,
2015, had a $207.97 balance with a $25.00 minimum payment due by September 3,
2015.  When no payment was received by this
due date, you were charged a $25.00 late fee and $5.01 interest charge in
accordance with the terms of the Credit Card Agreement.  We received a $25.00 payment on September 16,
2015, and an additional $38.00 payment on September 29, 2015, which brought
your account to a current status. 
Although the fees were properly charged, on October 9, 2015, we removed
a partial $13.00 late fee as a courtesy to you. As a further accommodation, we removed the
remaining $12.00 late fee, which you will see on your next billing
statement.  I confirmed that no
derogatory information was reported to the credit reporting agencies concerning
this matter as your account never reached thirty (30) days of delinquency.  Copies of the billing statements for the
periods ending August 3, 2015, through October 8, 2015, are enclosed for
reference.  We thank you for recent
payment of $120.00, which we received on October 10, 2015.  As of the date of this letter, your account
has a $281.17 balance.
With
respect to your billing statements, you may to go online to macys.com, create a
profile, and change your billing preferences from receiving paper to paperless
statements.  I appreciate your taking the
time to bring this matter to our attention and giving me the opportunity to
respond.  If I may be of further
assistance, do not hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed Nov. 9, 2015
cc: [redacted], Revdex.com

I accepted an offer to resolve the above noted dispute from Macy's; however, I wanted to confirm that the amount being offered as a refund is in US dollars. I purchased the item in Canadian dollars. I have already received the 43.92 USD but the balance of $156.86 has not yet been sent to me.

March 28, 2016
[redacted]
Re:  RevDex.com complaint #[redacted]
        Macy’s [redacted] account ending in [redacted]
On behalf of...

Department Stores National Bank:
Contact Date(s) With
Customer:  March 28, 2016
Complaint Summary:  [redacted] had her wallet stolen on September
19, 2015 and incurred multiple fraud charges on her account the next day.  She filed a police report on September 21,
2015 and was informed by our fraud department she would need to complete a
statement of fraud and send it to us with a copy of the police report.  She mailed the forms in October 2015 and has
spoken to the fraud department on numerous occasions since.  [redacted] was informed the charges would be
removed before January 31, 2016.  As of
March 9, 2016 the charges have not been removed.
Resolution:  I contacted [redacted] to advise our fraud
department reviewed the case and removed the charges.  The fraudulent amount of $65.51, late fees totaling
$176.00, interest charges of $13.89 and the credit protection charges totaling
$4.67 have been removed from the account listed above.  [redacted] requested for the account to be
closed, which I then confirmed it was closed on January 30, 2016.  I apologized for the delay in removing the
charges and advised our internal records of the delinquencies have been
removed.  I also requested that [redacted],
[redacted], and [redacted] remove any delinquency associated with this
issue.  Kindly allow at least seven (7)
to ten (10) days for the agencies to update their records.  This resolved her concerns.
Stephanie C.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

May 15, 2017   [redacted]   Re: Revdex.com Complaint ID #[redacted]       Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your complaint filed with the Better Business...

Bureau, 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).  I apologize for any inconvenience you may have experienced regarding this matter.   According to the terms of the DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  Furthermore, for any month the balance-in-full is not paid, interest charges are assessed based on the daily balance (including new transactions).  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.  This may result in a statement containing only an interest charge.  My review of this matter found that all interest was correctly charged in accordance with the Credit Card Agreement.    Applying this billing policy to your Macy’s account, the $2.49 interest charge was for interest charged on your account balance between the last bill date of January 24, 2017, and the date (February 16, 2017) that your $178.72 payment was applied to your Macy’s account referenced above. Our records indicate that on April 24, 2017, a credit adjustment of $1.00 was applied to your account.  I have confirmed that a payment of $1.00 was also received on April 26, 2017, creating a credit balance of $1.00 on your account.  You may use this towards future purchases or we will send a Credit Balance Refund Check if the credit has been on your account for sixty (60) days.  If you prefer that a check be mailed sooner, please contact our customer service department at the telephone number on the back of your Macy’s card.   Because the interest charged to the account is correct, I must respectfully decline your request to remove any of the fees.  Our records also do not indicate any return mail for your account.  Please be advised that the address on your Macy’s account differs from the address provided on your written correspondence to our office.   [redacted], I appreciate you bring this matter to our attention and providing me the opportunity to respond.  If I may be of further assistance in the future please feel free to contact me at the telephone number listed below.   Sincerely,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

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

contact information is below. I hope to hear from you soon. Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

[redacted]   [redacted]         December 20, 2016   [redacted]   Re:  Revdex.com Complaint #[redacted]         Macy’s account ending in [redacted]   On...

behalf of Department Stores National Bank:                                     �...⇄   Contact Date(s) With Customer:  December 13 and 16, 2016   Complaint Summary:  [redacted] went into the store on Black Friday to purchase two [redacted] Hamilton Saffiano Leather East West purses. She talked to a sales associate who advised that she would be able to use her coupons towards the purses and they would be $107.58 each. She says when she went up to purchase them the sales associate didn't honor the coupons and was rude and disrespectful. [redacted] wants to purchase the purses for the amount quoted.   Resolution:  I explained that the coupons [redacted] received listed the exclusions which included the [redacted] Hamilton Handbag. The store contacted the customer and offered a 30% discount towards the handbags that they had available.  The store searched the inventory and they no longer had the Large Hamilton Handbag in store or online. I spoke with [redacted] and advised that we no longer had those particular handbags nor would we be able to offer her the requested 70% off discount. [redacted] will check with her sister to see if there is another handbag that she may want. The handbags will not be ordered again.     Ebony M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

April 10, 2017     [redacted]   Re: Revdex.com complaint #[redacted]        Macy’s Money Promotion   Dear [redacted]:   I am in receipt of your complaint filed with the Better...

Business Bureau and forwarded to Macy's Executive Office where as a liaison, I was asked to review and respond to your concerns.  Please accept my apology for the trouble you had trying to apply your Macy’s Money to your online order.   I have reviewed your Macy’s Money gift cards and confirmed that both cards had available funds and were active until the expiration date of April 2, 2017.  For future reference, if you ever have trouble completing your online order with us please call macys.com customer service at ###-###-#### during your transaction to request assistance.    The Macy’s Money promotion is extended during certain time frames with specified redemption dates as determined by our marketing department.  It is offered as an incentive for shopping and is intended to prompt our customers to shop with us during the redemption period.  The promotional cards expire and the earned Macy’s Money will not be honored beyond that date.  Therefore, we would not offer a way to add a credit onto your account or another instrument that would allow future use of the promotional funds.    [redacted], we value you as a customer and appreciate your business.  In the spirit of good customer service, I have included a $25.00 Macy’s gift card that does not expire and can be used online or in store.  If I can be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,     Kristi C. Macy’s Executive Offices ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com   Enclosures / mailed April 10, 2017

June 20, 2016[redacted]Re:  Revdex.com ID #[redacted]        Macy’s [redacted] account ending in [redacted] – closedDear [redacted]:Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to further address this issue.  I sincerely apologize for the misunderstanding regarding your enrollment with e-billing as stated in our previous letter.  Subsequently, when you requested to close your account on February 22, 2016, our technical assistance department states that you were automatically de-enrolled from the e-bill/paperless option, and we reinstated paper billing statements sent by mail for you as of this date.  As stated in our previous correspondence, all disputed charges were cleared on February 26, 2016, and the account ending in [redacted] was closed at your request with a zero ($0.00) balance as of February 22, 2016.Regarding your request to clear the delinquency from your credit report, as of March 30, 2016, we requested to the credit reporting agencies to delete the late payment history for February 2016 on this Macy’s [redacted] account.  [redacted], we understand that you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our business relationship.  As a gesture of goodwill for the inconvenience you have experienced, I hope you will accept the enclosed $100.00 gift card that can be used at any Macy's store or online at macys.com.  Please do not hesitate to contact me at the telephone number listed below if I may be of further assistance.Sincerely,Alison G.Macy's Executive Office###-###-#### Extension [redacted]Enclosures /mailed June 20, 2016cc:  [redacted], Revdex.com