Macy's

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

May 6, 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 Better...

Business Bureau and forwarded to Macy’s Executive Office where, as a liaison, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  I regret any frustration you may have experienced in this situation.   According to 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.  The minimum monthly interest charge is $2.00.  You had revolved the balance of your account since the October 8, 2015 statement.  You then paid the account in full, $127.48, on December 15, 2015.  Applying the above noted billing policy to your account, a $2.00 interest charge was applied to your account for interest assessed between the last bill date of December 8, 2015, and December 15, 2015, the date your payment was received.  This was shown on your billing statement for the period ending January 8, 2016.  Since no payment was received for the period ending February 5, 2016, another interest charge of $2.00 was added, for a balance of $4.00.  We received your payment of $4.00 on February 11, 2016.  The final $2.00 interest charge for carrying a balance forward was removed on March 9, 2016.  As a courtesy to you, I have reversed $4.00 of interest and issued a refund check to you in that amount, which will arrive under separate cover in 7-10 business days.  This letter will confirm that your account has a zero balance and was closed on February 11, 2016.  I verified that this situation was not reported to the credit bureaus.  Thank you for giving me the opportunity to respond.  If I may be of assistance on another matter, feel free to contact me at the telephone number listed below.  Sincerely, Michael J. Executive Liaison  ###-###-#### 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.  Hi,I am not disagreeing with the fact my payment was late. Nor am I requesting Macy's Card Services aka Department Stores National Bank aka [redacted] misrepresent any reports made to credit bureaus. I am simply informing Macy's I had not received my credit card statement. Regardless of how the statement was delivered. I would be satisfied if Macys can provide screenshots indicating when the credit card statement was actually received by my email account and not rejected by the mail server. As such, I feel my statement indicating lack of receipt of the billing statement justifies my request Macy's remove's the past due reports from my credit reports due to billing issues / technical issues.
Regards,
[redacted]

Store location where all returns and purchases were processed [redacted], I paid at several counters, mainly [redacted] and housewaresReceipt from original purchase of hoodie and headphonesthey didnt give it to meReceipt from return of hoodie and headphonesthey didnt give it to me

January 21, 2016[redacted]Re:  Revdex.com Complaint ID [redacted]Dear [redacted]:  I am in receipt of your most recent complaint forwarded to us by the Revdex.com.  As I am familiar with your complaint, I was asked to review and respond to your continued concerns about the handling of the charges from fraudulent macys.com orders.  As I previously mentioned in our December 29, 2015, letter (copy enclosed), our office has not received any information regarding the bank debit card number or the amounts of the charges to your bank account, so we are unable to thoroughly investigate this matter.  Please note that macys.com orders are processed within 30 minutes of being placed on-line.  Once charges have been processed to any debit or credit card, we are unable to cancel an on-line order.  By the time your bank notified you about the charges and you called us, almost two hours had passed and we were unable to cancel the orders that were already processed.    I apologize again for the inconvenience and frustration this situation has caused.  However, without further information, I am unable to assist in determining what happened in this instance.  Sincerely, [redacted] Randi P.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc:  [redacted], Revdex.com

July 16, 2016 [redacted] 
[redacted] 
[redacted] Re: 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. Please accept my personal apology for the continued concern this matter is causing you and the disappointment in my previous responses. It is never our intention to cause our customers any undue concern at anytime. As stated in my four previous responses, you de-enrolled from automatic payments for your Macy's account on March 11, 2016, through your macys.com profile online at macys.com. You did not re-enroll in automatic payments until June 14, 2016. You indicate we did not contact you regarding the status of your Macy's account; however, billing statement alerts were being emailed to [redacted]. These statement alerts were delivered on the following dates: April 11, 2016, and May 11, 2016. Records indicate these billing statement alerts were opened on April 11, 2016, and May 11, 2016. Statements can be viewed by logging into your profile on macys.com. Additionally, Macy's did attempt collection efforts by telephone starting June 2, 2016. It is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or bank error. As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the customer. After researching the delinquency on your account, we found the information to be correct. Our records indicate we did not receive the minimum payment for the due dates of May 4, 2016 and June 4, 2016. Additionally, at your request, in an email directed to me dated July 11, 2016, your Macy's account has been closed and reflects a zero balance. We understand you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our relationship. On occasion, we are not able to satisfy our customer's requests and [redacted] is aware of that possibility. Our decision remains unchanged. Please do not hesitate to call me at the telephone number listed below if I may be of further assistance. Sincerely, Lisa D.Macy's Executive Office ###-###-#### Extension [redacted] cc: Cincinnati Revdex.com Complaint Id#1[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 complaint.  I see the credit agencies still have march as delinguent. I can not say my complaint is resolved until I see march also removed. If that takes up to 30 days as noted by Macys, it will take that long for me to mark this as resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.The business states the wrong email. I was not past due 2 months. This is not accurate. Macy's never alerted me to this past due until it was too late. I do not accept this response, and will continue to submit claims until it is resolved.
Regards,
[redacted]

[redacted]   [redacted]
November 25, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re: Macy's Account Ending in [redacted]
Dear [redacted]: 
I am in receipt of your complaint forwarded to us by the Better...

Business Bureau.  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.
I am sincerely sorry for the delay in processing a credit balance refund check for the credit on your above-referenced Macy's pre-pay account.  After a recent upgrade to our systems, a problem was identified which temporarily impacted the release of credit balance refund checks on pre-pay employee accounts.  Please know that the problem which prevented the credit balance refund check from being issued has been corrected, and a check for $269.30 was issued on November 12, 2015.  You should receive this check within seven (7) to ten (10) business days of that date.
[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,
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  Revdex.com
     Complaint ID: [redacted]

June 24, 2015 [redacted] 
[redacted] 
[redacted] re: Revdex.com Complaint ID: #[redacted] Dear [redacted]:   I am in receipt of your complaint forwarded to us the Cincinnati Revdex.com. As a representative of Macy's Executive Office, I was asked to respond to your concerns. I have performed a thorough review of our records as they pertain to macys.com order #[redacted]. Unfortunately, I have determined that I cannot provide you with any information or resolution. Your name is not on the orders as the billing customer. Our corporate policy is to only provide information to the billing customer. If the billing customer has any questions regarding the order, we will be pleased to respond. [redacted], I regret that I cannot be of more assistance at this time. If you have any further questions regarding our corporate policies, please do not hesitate to contact me at the telephone number listed below.   Sincerely, [redacted] Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. It appears, after reviewing the order information, that the online issue is already resolved. After numerous attempts to contact the customer I have yet to receive a response, but will remain available to discuss other matters of...

concern. Based on this information we are considering this matter closed. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]Dear [redacted]: I am in receipt of complaint #[redacted] forwarded to us by the Revdex.com and I was asked to review and respond to these concerns.The customer was compensated with gift cards, in addition to the removal of the authorization hold from her account. We have no authority regarding her bank's refusal to remit insufficient fund fees. This issue must be dealt with solely between the customer and her bank. Based on the above information, we consider this matter closed. Thank you. Sincerely,Tara B.Macy's Executive Office###-###-#### Extension [redacted]

[redacted],We are in receipt of complaint ID#[redacted] regarding
the customer's extended warranty. We have discussed the issue with the customer
and we have agreed to submit an adjustment for the fee applied to the
customer's order. Macy's will consider this matter open until the customer is
completed...

satisfied.
Thanks,
Macy's Executive Office

[redacted]   [redacted]
April 7, 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.  I had hoped to speak with you personally, but
my attempt to reach you was unsuccessful. 
I
was disappointed to learn of the problems you encountered with the merchandise
you ordered through our website at macys.com for pick-up at the [redacted]
Macy’s store on January 23, 2016.  Please
be assured that the service you described receiving from our staff is not
typical of the level of quality customer service that we strive to
provide.  We appreciate your bringing the
situation to our attention, and I apologize for any inconvenience or
frustration you may have been caused. 
Upon
review, I found that our Internet Executive Office arranged to have the correct
hat shipped to your home.  I also
contacted the [redacted] Macy’s District Office and learned that an apology
letter for this situation and $100.00 in Macy’s Money certificates were mailed
to you on February 4, 2016. 
Additionally, our District Vice President also mailed a $62.00 check to
reimburse you for travel costs on February 10, 2016.  
[redacted], your continued loyalty is important to us and we are sorry if we have disappointed
you.  I am glad you were able to resolve your
concerns with our District Office and I hope this won't keep you from shopping
with us in the future.  If I may be of
assistance on another matter, please feel free to contact me at the telephone
number listed below. 
Sincerely,
 
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com
       Vice
President, Macy’s [redacted] District
       Store
Manager, [redacted] Macy’s

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your help. I just wanted some confirmation that the job was done. 
Sincerely,
[redacted]

October 16, 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 Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond on behalf of Department Stores National Bank.  We regret any inconvenience you may have experienced as a result of this matter.    In February 2016, Macy’s introduced “Last Act Clearance Pricing” merchandise to our stores making Macy’s a destination for the customer looking for a true bargain on top quality merchandise.  At that time we established a thirty (30) day return policy for Last Act merchandise with proof of purchase.  We did enhance and update our return policies effective September 18, 2017, however; we did not make any changes to the return policy for “Last Act” merchandise.    In review of your purchases made thirty-two days prior to August 31, 2017, the Tommy Hilfiger dress that you purchased on July 29, 2017, was a “Last Act” item as noted on your receipt.  The decision to override the return policy for any store purchase is at the discretion of the store manager.      Macy’s goal is to have professional and knowledgeable associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently both inside and outside of the store.  In regards to your customer service experience in the Mall of Georgia store, I shared your comments and my response with the store management team, so they can follow up with the appropriate action to improve our service quality.    Regarding your phone experience, whenever possible, we prefer to use our own employees in the U. S. to handle customer calls as 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.  Please accept my personal apology for the long hold times you described experiencing in your complaint.  Should you wish to speak to a U. S. based representative, you may request to be transferred at any time during your call.   Macy’s has several areas where you can register a store complaint.  You may send one online through macys.com under “Tell Us What You Think”; by calling directly to the store executive office; or by escalating it through our Store Complaints Executive Office at ###-###-####.    [redacted], thank you for your suggestions on how to advise customer’s at the register of our return policies.  You’ll be pleased to know that with our latest return policy changes, we changed our register receipt paper to include our updated policy on the back of each receipt printed at the register and posted the policy throughout the store.   I was sorry to learn that this matter may cause you to close your account and hope that you will allow us the opportunity to mend our business relationship.  Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  Should you have any additional questions, please contact me at the number listed below.   Sincerely,   Janice D. Macy’s Executive Office                                     ...⇄ ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        Store Manager, [redacted]

October 2, 2017   [redacted]  [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted]...

        Macy’s account ending in [redacted]   Dear [redacted]:    I am in receipt of a complaint filed by [redacted], with the Revdex.com and forwarded to Macy’s Executive Office.  As both of these accounts are individual accounts and listed in your name only, I am addressing my response to you.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.    We sincerely regret any misinformation you may have received from our store associate regarding the need to upgrade your Macy’s store account to a Macy’s [redacted].  On September 28, 2017, I forwarded your concerns to the Vice President Store Manager of Macy’s [redacted], Elyse A., regarding this issue.  I was pleased to learn that she had contacted you and apologized for the confusion. She also confirmed that she will have discussions with all of her associates to ensure they are clear in their explanation when offering the Macy's [redacted] Card.  In addition, she offered to send you Macy’s Money as a gesture of goodwill.    Regarding your request to upgrade your Star Rewards level to the Platinum level, please know that each Macy’s account is independently reviewed for qualifying purchases, and accounts cannot be combined.  We are sorry for disappointing you in this matter.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  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

June 18, 2015
 
[redacted]
 
Re:  Consumer Financial Protection Bureau – 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
Consumer Financial Protection Bureau and the Revdex.com which were forwarded
to Macy’s Executive Office on June 3, 2015. 
As a liaison in this office, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank. 
 
We regret any frustration you may have experienced
regarding the status of your Macy’s account referenced above.  Be assured that our primary objective is to
provide the highest level of service to our customers when they need it.  I am sorry that you were not happy with the
level of service you received when you contacted our Customer Service
Department.
 
Upon
research, our records show that on October 8, 2009, you made a $168.80 payment,
and purchased clothing items of $37.88 at our [redacted] store in [redacted] (receipts enclosed). 
This left your account with a balance of $72.24.  Your Macy’s credit card was swiped at the
register for the purchase.  Your November
7, 2009, billing statement reflected both transactions with a $5.00 minimum
payment due by December 7, 2009, but we did not receive any payment by this due
date.
 
We
received your $80.10 payment on January 5, 2010, but no other payment was
received after that, therefore, your account was charged late fees and interest
charges in accordance with the Department Stores National Bank Credit Card Agreement.  You contacted our Customer Service Department
on February 18, 2010, to request a copy of your sales receipt for the $37.88
purchase you made on October 8, 2009, and it was sent to your billing address of
378 Calle Verdelina, Urb Veredas, Gurabo, PR 00778.  Due to non-payment and serious delinquency,
your account charged off on August 7, 2010, with a balance of $212.79.  It was assigned to United Recovery Services,
an outside collection agency.  Your
account has not been sold as you indicated in your letter.  Copies of your sales receipts and billing
statements from September 1, 2009, through August 7, 2010, are enclosed for
your examination.
 
While
you stated you did not receive any of your billing statements, our records show
that only your October 2009 and April 2010 billing statements were returned from
the [redacted] address as undeliverable
by the post office.  Your billing
statements from March 2010 through August 2010 were mailed to the address
listed on your complaint.  For
clarification, a return mail code was placed on your account the two times your
bill was returned but on February 18, 2010, and February 10, 2014, respectively,
you confirmed the same addresses as correct. 
We did not receive any correspondence from you in March 2010. 
 
We
verified the delinquency reported on your account to [redacted] and
[redacted], however, on March 25, 2015, we instructed the credit reporting
agencies to update their files and report this account as "customer
disputes reporting".  Regrettably,
we are unable to remove the charged-off status and the account from your credit
report as you requested.  By using the
account, you consented to the terms of the Credit Card Agreement, which governs
the use and reporting of this credit account, and includes your promise to pay
for all purchases as well as other charges mentioned in the Agreement including
interest charges and late fees.  For this
reason, this account and the information reported will continue to appear on
your credit report until removed by the credit reporting agencies in conjunction
with the Fair Credit Reporting Act (FCRA). 
On
April 7, 2015, you called our Credit Department to dispute your account balance
and on the same date, [redacted] received your letter of dispute
by fax.  In response, they requested that
you complete a dispute notification form, which you did.  I encourage you to contact [redacted] at ###-###-####, to
establish a payment plan, as they have the authorization to negotiate and
accept payments on behalf of Department Stores National Bank. 
 
Thank
you for bringing this matter to our attention and giving us the opportunity to
respond. 
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-####
Extension [redacted]
 
Enclosures / mailed June 18, 2015
 
cc:  [redacted]
       Consumer Financial Protection
Bureau   
       [redacted], Revdex.com

September 10, 2015
 
 
[redacted]
 
re: Revdex.com
Complaint ID:#[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint forwarded to us by the Better Business...

Bureau. 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 apology for any inconvenience you experienced
because of the cancellation of your order #[redacted]. In this instance the
price in the order for your boots was lower than any that macys.com provided.
The vendor did cancel the order. It would not be appropriate for Macy's to
replace the order at that price. In consideration for you and to resolve the
issue, I am sending your original selection compliments of Macy's. You will
have your boots by September 22, 2015.
 
[redacted], thank you for bringing this matter to our awareness and giving me the
opportunity to respond. 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

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 have been a loyal customer of Macy's for a very long time. To receive this type of treatment is very disappointing. The data provided in the response from Macy's is inaccurate. For example, I can not be late on the 2nd of the month because that is the actual due date. In addition, the information regarding being late on a payment (not missing it for the whole month, not allowing the payment to be 30 days or more late) was not given to me. Again, this account has been closed over a year, and as long as I am making the agreed payments, not sure why I should be charged interest. I feel as if this is another scheme to get over on consumers.
Regards,
[redacted]