Macy's

June 29, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com Complaint ID: [redacted]Dear [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, I was asked to further address these topics.  I was sorry to learn of your dissatisfaction with the [redacted] gift-with-purchase items you received, and the service you describe receiving when you presented this issue to the Macy’s store for assistance.  As Mr. J. informed you during your conversation on April 13, 2016, unfortunately gift-with-purchase items are limited in stock and we no longer have the items you received.  As resolution to this matter, on April 15, 2016, Mr. Judd sent you $25.00 in Macy’s Money as an equivalent valued replacement for the gift-with-purchase items we no longer have in stock.  I hope you use this certificate to find a comparable item inside any of our stores. Based on our actions made in good faith, we consider this matter resolved.  If I may be of assistance in another matter, please contact me at the number listed below. Sincerely,Stephen C.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com      Vice President, Store Manager, [redacted]

[redacted]   [redacted]
March 18, 2016
[redacted]
[redacted]
[redacted]
Re: Macy's 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.
I
regret any concerns you may have experienced with the account referenced
above.  Upon receipt of your complaint I
reviewed the information Macy's is reporting to the three major credit
reporting agencies.  The credit bureaus
are showing the same account twice.  One
account number references the revolving account (type 20) at the end of your
account number ([redacted]).  The other
number reflects the last digits of the account number as shown on the credit
card, including a security number ([redacted]).
We
have requested the credit reporting agencies delete the account number ending
in [redacted].  Please allow up to thirty
(30) days for the agencies to modify their records to reflect the information
contained in our request.  
This
account ending in [redacted] charged off on May 2, 2015, with a balance of $1,324.33,
and is currently assigned to [redacted] an outside collection
agency, for the outstanding balance. 
Please contact [redacted] at ###-###-#### to establish
payment arrangements.
Please
do not hesitate to call me at the telephone number listed below if I may be of
further assistance.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]
     The Revdex.com
   [redacted]  
The Macy's card is issued by Department Stores
National Bank.
                                        ...⇄ This is an attempt to collect a debt and any
information obtained will be used for that purpose.

[redacted], We are in receipt of Revdex.com Claim ID [redacted] regarding the consumer’s WorryNoMore Great Give Back voucher.  The vouchers our consumers receive from WorryNoMore have always been valid for use in our furniture, mattress, and rug departments only.  In the past, our Mattress...

Department was known as the Bedding Department, which could possibly be the reason our client thought the certificate could be redeemed in our Bed & Bath Department.  However, we understand there may have been some confusion and we have reissued a new Merchandise Only Certificate for the consumer.  This certificate can be used within any department in store only and has been mailed to our consumer’s home.  It will be in a plain white envelope and will be delivered within 10-14 business days. At this time Macy’s will consider this matter closed. Thanks,   Angela L.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: Phone: ###-###-#### Fax: ###-###-####

Good day,Can I add to the complaint? Today I received a letter from Macys protection services stating my account was closed for 1 or more of two reasons,1. my account was more than 90 days late (not true).2. my account was suspended ( I closed my account & Glad I did).

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of [redacted] complaint.  As a
representative of Macy's Executive Office, I was asked to review and respond to
her concerns regarding the cancellation of order number [redacted], as well as
the feedback...

provided concerning our consumer protection policies.  I have spoken to [redacted] and apologized for
the inconveniences of the delays as outlined in her complaint. As a result of
this discussion, credits in the amounts of $54.40 and $54.44 will post to her
American Express account ending in 1016 in the next three to five business
days.  Based on the above, Macy's
considers this matter resolved and closed satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

We are in receipt of complaint ID# [redacted]. After numerous attempts by phone and by e-mail we have not had any contact with the customer.I welcome the opportunity of speaking with the customer. My office hours are Monday thru Friday 10:00a.m. to 2:00p.m. My phone number is ###-###-####. However,...

based on the above representations, we consider this matter closed. Thank you.William A.Macy’s Executive Office

December 11, 2017  [redacted] Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, I am responding to your further concerns for this issue. We do regret that the delay in resolving the issue did not meet your expectations for Macy's customer service, or our own. Certainly, your comments and recommendations are of importance in improving this service. Macy's ongoing training and coaching opportunities do make use of our customers' experiences. A $25.00 Macy's gift card is being sent in consideration for you. This will arrive in a plain white envelope. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

April 20, 2017[redacted]Re: Revdex.com Complaint ID #[redacted] Macy’s account ending in [redacted] (closed, lost) Macy’s account ending in [redacted] (closed)Dear [redacted]:I am in receipt of your Revdex.com Complaint which was forwarded to Macy’s Executive Office. As a liaison of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. We sincerely regret any frustration that you may have experienced regarding the alleged fraud on your Macy’s account, and for the problems you encountered while attempting to resolve this matter. Upon review, I found that on December 27, 2016, you disputed the charges on your account. At that time, we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued. I was disappointed to hear that you called monthly with no resolution to your complaint and also regret hearing of the customer service issues you describe in your letter, as it is not indicative of the quality customer service we strive to provide. Please be advised that the information you provided as well as my response were forwarded to the appropriate management so that they may address this issue directly with the associates involved.Unfortunately, our records cannot confirm a [redacted] being sent to the Executive Office. However, our records indicate that you called into our Fraud Claims Department on February 6, 2017, and were advised that the previous claim filed on December 27, 2016, was denied due to a normal shopping pattern. When the representative attempted to connect you with a supervisor as you requested, I see that you disconnected the line. Per our conversation held on February 9, 2017, I partnered with my supervisor, Jay S., and the appropriate management in our Fraud Claims Department to request further assistance with the claims investigation. We were informed that the Statement of Fraud which was received on July 26, 2016, reported transactions from August 2015, through December 2015. The transactions which were located for this claim were online and in store orders placed on July 5, 2015, August 2, 2015, and September 12, 2015. For the order placed on July 5, 2015, I have confirmed a [redacted] Tote and a [redacted] purse were ordered. And on July 15, 2015, the [redacted] Tote was returned to our [redacted] store location, in the amount of $77.75 to the account ending in [redacted]. For the order placed on August 2, 2015, our records show a pair of [redacted] Jeans were purchased and then returned on August 11, 2015, to our [redacted] store location. The return receipt shows a refund in the amount of $50.76 was applied to your account ending in [redacted].On September 12, 2015, a debit of $25.00 was applied to your account ending in [redacted], for the enrollment of our Thanks for Sharing program. Our records do not indicate that an account look up was requested, which means that the physical card was presented at the time of enrollment. I have enclosed all receipts for your review. Be assured that while our video surveillance recordings are proprietary to our company and cannot be shared with our customers, we recommend that they file a police report in situations such as this. We will fully cooperate with law enforcement should they request us to do so. If you wish to send a detailed Statement of Fraud, with each transaction that you would like to dispute to our Fraud Claims Department, please feel free to fill out the enclosed Statement of Fraud at your earliest convenience. Respectfully, I must decline your request to remove any fees assessed regarding this matter. As of the date of this letter, your account has a balance of $727.54, with a minimum payment due of $224.66, (including a past due balance of $164.00) due on or before April 25, 2017. On March 29, 2017, the account was closed.[redacted], please understand that we are happy to satisfy our customers in any way possible, however, in order for all our customers to receive fair and consistent treatment, we must adhere to specific policies and procedures in our credit practices. If I may be of further assistance on an additional matter, please feel free to contact me at the telephone number listed below.Sincerely,Tyeisha B.Macy’s Executive Office###-###-#### Extension [redacted]EnclosuresCc: [redacted], Revdex.com

[redacted]   [redacted]   June 13, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]...

        Macy’s account ending in [redacted] (stolen/closed)   Dear [redacted]:   I am in receipt of your complaint 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.   Please know our customer’s security is a priority for Macy’s.  In reviewing the notes on your account, I found that you had a password reset link sent to you on April 14, 2017, and on May 17, 2017, as you were locked out of your online account.  Please know that we have no evidence that any of our systems containing usernames and passwords have been compromised within the past two years.  It appears that someone who had access to your username (your email address) and password logged in to your macys.com profile to make the fraudulent purchase.  Unfortunately, a side effect of the many recent data breaches at other companies is the access criminals have to consumers’ data, including usernames and passwords. Criminals then gain access to other websites using the stolen usernames and passwords.    Our records indicate that on May 17, 2017, our Fraud Department was notified that you did not place the $84.00 macys.com order.  Because the package had already been shipped, we were unable to re-route it.  To clarify, our Fraud Department’s first priority is to process the necessary security closures, and initiate a fraud claim.  Accordingly, the Macy’s account number ending in [redacted] was reported stolen and you were issued a replacement card with a new account number ending in [redacted], and the $84.00 charge was moved to the reissued account.  On May 23, 2017, the $84.00 charge was moved back to the stolen account.   I am pleased to convey that on June 5, 2017, the transaction was deemed fraud and a request was sent to [redacted], [redacted] and [redacted] to delete the old account from your credit report.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.   Thank you for taking the time to bring this matter to our attention and allowing me the opportunity to respond.  It is not Macy’s practice to compensate or make any billing adjustments to a Macy’s account for a situation such as this.  If you have any additional questions, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

September 27, 2016   [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who wants to return the mattress for refund. We contacted the customer and scheduled the mattress to be picked up for refund. At this time, Macy's will consider this matter...

closed. Thanks, Sincerely,Macy's Executive Office

[redacted]   [redacted]
April 1, 2016
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
Re:       Revdex.com ID...

#[redacted]
            Macy’s account ending in [redacted]
On behalf of Department
Stores National Bank: 
Contact Date with Customer:  April 1, 2016
Complaint
Summary:  [redacted] closed her account and paid her
balance in full.  She continues to
receive statements saying she owes interest. 
She tried to call twice but she was put on hold for so long she had to
hang up.  She wants the bills to stop.
Resolution:  I contacted [redacted] by phone and apologized for her experience and for the delay in
responding to her complaint.  I verified the
interest has been removed and the account has a zero balance.  I also verified she will not receive any more
statements.  I expressed my
disappointment this issue had caused her to close her account and I gave her my
direct number if she has any other concerns or questions.  [redacted] indicated she was satisfied with
the resolution.
Rhea B.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

June 13, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to 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.  Thank you for the courtesy you extended during our phone conversations on May 31, and June 3, 2016.  This letter is a follow up to our discussion.In researching this matter, I found that the billing statement for the period ending December 25, 2015, had a $277.14 balance, with a $27.00 minimum payment due by January 22, 2016.  On January 12, 2016, we received a cash payment of $200.00 that your husband had processed, resulting in a $79.14 balance, with a $27.00 minimum payment due by February 22, 2016.  We received a payment by phone on February 21, 2016, in the amount of $30.00 that was returned as “unable to locate,” which we confirmed on June 3, 2016, that the checking account number entered was incorrect.  The payment was returned on February 26, 2016, and your account was charged a $27.00 late fee, a $2.03 interest charge, and a $27.00 return check fee in accordance with the terms of the Department Stores National Bank Credit Card Agreement.  However, the $27.00 return check fee was removed on this same day. The billing statement for the period ending February 24, 2016, had a $51.14 balance with a $27.00 minimum payment due by March 22, 2016.  We received a payment by phone on March 21, 2016, for the amount of $54.00, using the same checking account information that was saved in our system from your February 21, 2016, payment.  Since the checking account information we had on file was incorrect, the $54.00 payment was returned as “unable to locate,” which resulted in a $27.00 late fee and a $2.00 interest charge.  The payment amounts of $30.00 from February 21, 2016, and $54.00 from March 21, 2016, were not deducted from your bank account. On April 2, 2016, a collections representative removed two $27.00 late fees as a courtesy during your telephone call.  On April 21, 2016, we received notice of your missing payment dispute for the amount of $57.91.  Our payment research team investigated the dispute and confirmed this amount was for a purchase made on March 16, 2016, in our [redacted] location for [redacted] and [redacted] products.  This purchase was paid for with your [redacted] debit card ending in [redacted].  I have enclosed a copy of your billing statements from December 25, 2015, through April 25, 2016, as well as your receipt for the $57.91 purchase as reference.  On May 18, 2016, I removed the remaining late fee of $27.00, and have cleared our internal records of any delinquency associated with this issue.  Moreover, we have requested that [redacted], [redacted], and [redacted] delete the delinquency for March 2016.  Kindly permit the agencies thirty (30) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.  As of the date of this letter, your account is open with a current balance of $25.43. [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,Stephanie C.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc:  [redacted], Revdex.com

September 21, 2015
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com complaint ID #[redacted]
        Macy’s [redacted] 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.
 
In researching this matter, I found that a systemic
error occurred on August 20, 2015, and a $500.00 payment was withdrawn from your
bank checking account, when your Macy’s [redacted] account balance was
zero ($0.00).  In review of the funds we
withdrew from your checking account, our records show that a request was made
on August 24, 2015, to electronically send $500.00 to your bank, which was
processed on August 27, 2015.  A letter
was sent to you apologizing for this error.
 
We sincerely regret any frustration this matter may
have caused you, and for the problems you encountered while attempting to
resolve this issue.  There were no fees
charged to your account; therefore, I must decline your request to refund you a
fee that we would charge if your account had gone past due.
 
We recently underwent a scheduled credit system update
for the Macy’s credit card accounts and redesigned our macys.com website, and
customers were unable to access account information through macys.com.  To clarify, our representatives did not have
access to system letters, at that time, which prevented the ability to send you
an email to confirm your account had been closed.  I confirmed that on August 24, 2015, an email
was sent to you advising that your account was closed as you requested.  Be assured that the service you described is
not typical of the level of quality customer service that we strive to provide
and Macy’s does not participate in fraudulent or unethical business practices
of any kind.
 
I appreciate your taking the
time to bring this matter to our attention and giving me the opportunity to
respond.  Please know that I regret you
closed your account.  As a gesture of my goodwill, I am sending you under
separate cover a $50.00 Macy’s gift card to use at any of our stores or online
at macys.com.  You should receive this
within seven (7) to ten (10) business days. 
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]
 
cc:  [redacted],
Revdex.com  
American Express
is a federally registered service mark of [redacted] and is used by
Department Stores National Bank pursuant to a license.  The Macy’s [redacted] Card program is
issued and administered by Department Stores National Bank.

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]  Customer called Revdex.com 8/9/16 indicating she is still receiving collection calls, she thought this matter was taken care of. Please advise.

[redacted] just came in I have my check, case closed.

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.   
Macy's once promised me to exchange the item on the first response, but they did not reply me after that day (April 7th)  on which I asked for the exchange instruction until April 21th, it lasted 14 days. Then they told me there was no way to excange, the option for me is  to return the item or take the 20% price adjustment. Also,  they said NOT ALL [redacted] handbag come with a hangtag to Macy's, If it is true, I think Macy's should ask [redacted] company for why? or hangtag  is meaningless in USA?. And,  I asked another friend which bought the same handbag in Macy's if she received this item with a hangtag, her answer is YES.As a consumer, I want to exchange the item which has no hangtag and is worn for a complete new one , but as Macy's reason I can't. So I asked for 50% price adjustment for the service Macy's provided. Macy's replied they can only accept the 20% price adjustment.  I respect Macy's  decision and attitude, but I DO NOT accept their option to solve this complaint. I think Macy's should learn form Amazon which takes customer's thought as the first. I think this is my last response for this complaint although it is not solved in my opinion,  as Macy's said they would close this complaint.Thanks for Revdex.com,  you give me the chance to let Macy's know my thought as a customer. I think it is a very very good platform, thanks for Tina's help! 
Regards,
[redacted]

January 20, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com ID
#[redacted]
       Macy's Rebate Issue
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 regarding
the Black Friday advertised rebates.
I
regret that you were disappointed with the processing of your rebate
requests.  When similar items are
submitted for rebate only one is eligible in the same household; it is
important to note all of the instructions and exclusions on the rebate form
prior to submission to ensure receipt of the rebate.  We are not able to issue rebate checks in our
office; in lieu of the $10.00 rebate check, please accept the enclosed $25.00
in Macy's Money, which can be used at any Macy's store, as a token of our
appreciation for your continued loyalty.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  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.  If I can be of further
assistance, please do not hesitate to contact me at the telephone number listed
below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosure /mailed January 20, 2016
cc: [redacted], Revdex.com

[redacted]   [redacted]
February 25, 2016
[redacted]
[redacted]
[redacted]
Dear
[redacted]:
This
letter will acknowledge receipt of your recent inquiry addressed to The Better
Business...

Bureau.
Please
be assured that you will receive a response to your inquiry as quickly as
possible.  This letter is merely an
interim response until our research is completed.
If I
may be of any assistance, or if you have any additional information that may be
pertinent to your inquiry, please feel free to contact me.
Sincerely,
Nancy M.
Executive Offices
###-###-#### Extension [redacted]  The Macy's card is issued by Department Stores
National Bank.

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 complain**  For your reference, details of the offer I reviewed appear below.I will not be able to accept Macy's response as I did not get a bill. Macy's records seem to be very different from mine. [redacted] H. seems to believe that I am lying about not receiving a bill and she does not believe that I updated my phone number by mail. I would not even be continuing this is I was lying about i** It is starting to seem that [redacted] H. is on some kind of "power trip"  as she is very adamant about what I did and did not do. But I am just as adamant and have been very honest about what I did and did not do.  She says I changed my statement preference on July 23 to paper statements. That was the SECOND time I changed it as I did not get a bill the month before. There is obviously something wrong with their system. I switched to paper statement after the original fiasco. I still to this date have not gotten a June statement in any form. I did just get a July statement by email on July 30. The point is as my credit history shows, I pay my bills on time when I get them. Macy's is the only company that I have ever had this problem with.  As far as Macy's addressing the issues and following the agreement they outlined they have not outlined any agreement and the only way they have addressed the issues is by saying I did get a bill when I did no**I will never accept [redacted] H. response that my not paying the bill was not a result of a billing or banking error as I did not get the bill and had previous excellent credit history before which should account for something. I do not appreciate not being believed. 
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]