Macy's

[redacted]   [redacted]
 
 
September 8, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [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.  Please
be assured that Macy's does not engage in fraudulent or unethical business
practices of any kind.  I apologize that
I was unable to reach you by phone.
 
We
regret any disappointment you may have experienced because the credit limit was
lowered on your Macy's account referenced above.  The amount of credit we extend to our
customers is set based upon a consumer's amount of debt, annual income, ability
to repay credit card debt, as well as their internal credit/payment history.  Per the enclosed terms of Department Stores
National Bank Credit Card Agreement, the Bank may increase or decrease your
credit limit at any time for any reason as permitted by law, without giving you
notice in advance unless required by law. 
 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  I apologize for
any inconvenience this may have caused you.  Your business is important to us and we hope
that this situation has not jeopardized our business relationship.  If I may be of additional assistance, please
do not hesitate to contact me.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
Enclosure / mailed September 8, 2015
 
cc:  [redacted],
Revdex.com

March 12, 2018[redacted]RE: Revdex.com Complaint ID #[redacted]Macy's Account Ending in [redacted] Macy's Star RewardsDear [redacted]:I am in receipt of your recent correspondence 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 (DSNB).Our goal is for every customer to have a positive and rewarding experience when dealing with Macy's. Please accept my sincere apology for the difficulty you experienced regarding the award of your pending Star Rewards points, and for your interactions with Macy's Customer Service Department by telephone and on [redacted].Please know that I have spoken with our Loyalty Department and confirmed that you have 512 points pending in your Star Rewards account from your recent online purchases. Currently, we are experiencing some systemic technical issues that are preventing the points from being fully issued to your Star Rewards account. Be assured we are working on a timely resolution to this issue, and we are thankful for your continued customer loyalty and patience.As a company that prides itself on providing exceptional products and services, we strive to go the extra mile for our customers and greatly appreciate our Platinum card holders. As a thank you for your business, enclosed, please find a $50.00 Macy's Gift Card that can be used at any Macy's store.[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond. I understand that you have not been able to speak with the Loyalty Department directly; if I may be of further assistance, please do not hesitate to contact me at your convenience.Sincerely,Durand C.Macy's Executive Office ###-###-#### Extension [redacted]Enclosure

April 20, 2018  [redacted] Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office I am responding to the complaint regarding the terms of purchase for your [redacted] gown....

You have my sincere apology for any concerns surrounding that offer. Upon reviewing your issue I have issued the requested sales price adjustment of 50%. You should view this on your account within a few days. Certainly, we regret that the gown you prefer was not available in perfect condition. This is a lovely gown. Hopefully, you will enjoy the benefits of having a Macy's account in the future. Thank you for bringing this matter to my awareness and allowing me to address the issue. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]
February 29, 2016
[redacted]
[redacted]
[redacted]
Re: Macy's Account
Dear [redacted]: 
I am in receipt of your recent complaint filed with the Revdex.com regarding a Macy's account. ...

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 am sorry to learn that you are a victim of identity theft and that someone purportedly opened a Macy's account using your personal information.
Please be advised, the Macy's account opened fraudulently has been closed and has been removed from your credit report and our internal records.  Please allow the credit reporting 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 contacting this office with your concern and allowing me the opportunity to respond. I assure you that your loyalty is not only important, but also very much appreciated.  If you have any further questions or concerns, please contact me personally at the number below.
Sincerely,
Julia O.Macy's Executive Office
###-###-#### Extension [redacted]
cc: The Revdex.com
    Complaint #[redacted]

[redacted]   [redacted]
 
 
 
 
 
August 26, 2015
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
Re:   RevDex.com Complaint ID...

[redacted]
        Macy’s account ending in [redacted]
 
On behalf of Department Stores National Bank:   
 
Contact Date
With Customer:  August 24, 2015, via telephone call.
 
Complaint
Summary:   [redacted]
attempted to use Macy’s account on August 21, 2015.  Due to associate error, the purchase was
declined as associate entered wrong customer information during account look-up
process.  A manager on duty at the store
promised to have the store manager call the customer, but that never happened.
 
Resolution:  As purchase
was completed using husband’s debit card, I processed an adjustment to credit
his third party [redacted] account for the purchase in the amount of -$66.96.  I have also sent (under separate cover) to [redacted], $100.00 in Macy’s Money Certificates as a further gesture of goodwill and
she will receive the certificates in approximately seven (7) business days.    
 
 
Carrie W.
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. 
Regards,
[redacted]My Revdex.com complaint has not been resolved I sent you an email last week advising Macy didn’t show up for Bed inspection set for this past Saturday I waited all day they didn’t have curtesy to phone now set up for this coming Tuesday if they show up Please advise you are keeping my filing open Regards [redacted]I’m resending the below due to a msg from the Revdex.com that you haven’t heard from me & are closing ID[redacted] this matter is still open with Macy’s They didn’t show up for the mattress inspection on 3-24-18 & it’s now rescheduled for 4-3-18 Please recontact Macy’s this case is still open I will Call theRevdex.com on Monday to reconfirm at your ###-###-#### number

[redacted]   [redacted]
November 30, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [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. 
We appreciate the time you
took to contact us about the information listed on your credit report for the
above-referenced Macy’s account.  Please
accept my personal apology for any inconvenience or frustration you may have
experienced regarding this matter.
Under federal law, with every
request to increase an account’s credit limit, we must determine the
applicant's ability to repay additional credit. 
This is accomplished by reviewing the annual income and monthly expense
information you provide, along with the minimum payments due on all existing
loans as they appear on your credit report. 
Although you may have received limit increases in the past that did not
require a review of your credit report, you specifically requested a credit
limit increase from $1,500.00 to $3,000.00 on October 21, 2015, which required
a credit bureau review (inquiry).  We
truly regret that the phone representative with whom you spoke with did not
adequately explain the nature of this credit inquiry.
Kindly note, credit reports
are completely managed by the credit reporting agencies, and we have no control
over how your credit score is calculated. 
Since there was no fraudulent activity or bank error, we are unable to
remove the inquiry from your credit report. 
I realize this is not the resolution you are seeking.
  
[redacted], thank you for
bringing this matter to our attention and giving me the opportunity to
reply.  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.  I am sorry we disappointed you and we hope to
better meet your needs in the future.  If
I may be of additional assistance, please do not hesitate to contact me. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com
       Manager,
Macy’s Credit and Customer Services

[redacted]   [redacted]
April 1, 2016
[redacted]
[redacted]
[redacted]
Re: Macy’s Account ending [redacted]
      Revdex.com Complaint
#[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.  I appreciate the courtesy you
extended to me during our conversation on March 15, 2016.
We
sincerely regret any frustration you may have experienced while attempting to
resolve the issues associated with the fraud that occurred on your account in
November of 2015.  Upon review, I found that you called on November 21,
2015, and advised us that the $86.88 charge that was made on November 13, 2015,
was not yours.  At that time we reported your Macy’s account as lost/stolen and a new credit card was
issued; in addition, a Statement of Fraud was mailed to you.  I was
disappointed to read that you called again on January 6, 2016, because you had
not yet received the Statement of Fraud form we mailed. 
We
recently underwent a systems conversion for our credit accounts.  This
conversion had caused an unanticipated processing backlog in our fraud
department and fraud claims are taking longer than normal to resolve. I see
that our Fraud Department received the SOF form you faxed on January 11, 2016, but
due to their backlog, the forms had not yet been “connected” to your fraud
claim.  As I mentioned during our conversation, the investigation into the
fraudulent purchase that occurred on November 23, 2015, was completed on March
15, 2016, and we cleared the original purchase balance of $86.88 from your
account.  In addition, we removed a total
of $101.00 in late fees and $8.68 in related interest charges from your account,
leaving your account with a zero ($0.00) balance.
Furthermore,
on March 18, 2016, we cleared our internal records of any delinquency
associated with this issue, and requested that Equifax, Experian and TransUnion
delete the late payment history previously reported for December 2015 through March
2016 from your credit file.  Kindly allow at least seven (7) to ten (10)
days for the agencies to update their records. Until then, this letter will
serve as confirmation of our request.
[redacted], there is no excuse for the service you received and I can only
apologize on behalf of our organization.  I have enclosed a $100.00 Macy’s
Gift Card as a sign of our sincerest regrets. 
Thank
you for bringing this matter to our attention and allowing me the opportunity
to resolve your concerns.  If I may be of
assistance to you in the future, please contact me at the number listed below.
Sincerely,
Stephen C.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure /mailed April 1, 2016
cc: [redacted], Revdex.com

[redacted]   [redacted]         June 29, 2016   [redacted]   Re:  Revdex.com Complaint [redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:    I am in receipt of your additional complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a representative of Macy's Executive Office, I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.   As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous representatives available within every department so that all of our customers may have a positive and rewarding experience.  Be assured that we do not tolerate any kind of rude or disrespectful behavior.  Please accept my sincere apology for any frustration you may have experienced when calling to resolve this issue.   I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above-referenced Macy’s [redacted] account.  Unfortunately, it is not the Bank’s policy to remove any delinquency from our credit reporting unless it occurred as a result of a billing or bank error.  As a credit provider, we have an obligation to accurately report all activity, either favorable or unfavorable, to the credit reporting agencies.  Therefore, we are unable to remove any delinquency from your credit report since an incorrect checking account number was given to us.  However, we have instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.   [redacted], although we would like to reply favorably to every customer, it is not always feasible.  Thank you for allowing me to address your concerns and should you require any further assistance, please contact me at the number below.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].We've spoken with her via phone. Since her Revdex.com submission, she has received her item. She reported her experience and we apologized for any inconvenience.Based on the above we consider this issue...

resolved. Michele S.Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

Revdex.com:
I cannot review the response made by the business in reference to complaint ID [redacted], and have determined that since there is no apparent response, this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
WHERE is the response?
Regards,
[redacted]

[redacted]   [redacted]
November 18, 2015
[redacted] 
[redacted] 
[redacted] 
Re:  Revdex.com complaint ID [redacted]
       ...

Macy’s account ending in [redacted]
On behalf of Department
Stores National Bank: 
Contact Date with Customer:  November 14,
2015
Complaint Summary:  Mr. Trask complains that he
should not have been charged interest since he has set up automatic payments in
full on his account.  He asks that $4.00
in interest charges be refunded. 
Resolution:  I called Mr. Trask and we briefly discussed
his complaint and I apologized for his experience and any confusion there may
have been about his account.  I explained
that with Macy’s conversion to a new credit system, his automatic payments
ended.  He confirmed that he is able to
access his account through our website. 
I removed a $4.00 late fee and $6.00 in interest charges from his
account in the interest of customer service, which will be on his next
statement.  This resolved his
complaint. 
Michael J.  
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

[redacted]   [redacted]
February
23, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's account ending in [redacted]
Dear [redacted]...

[redacted] 
I am in receipt of your complaint forwarded to
Macy's Executive Office by the Revdex.com.  As a representative of this office, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank (DSNB).  I apologize for
any inconvenience you may have experienced.
Our records indicate that the billing statement for
the period ending May 17, 2015, had a $13.89 balance, with a $13.89 minimum
payment due by June 17, 2015.  When no
payment was received by this date, your account was charged a $13.89 late fee
and a $2.00 interest charge in accordance with the terms of the DSNB Credit
Card Agreement.  The billing statement
for the period ending June 17, 2015, had a $29.78 balance with a $29.78 minimum
payment (including a $13.89 past due amount) due by July 17, 2015.  When no payments were received, your account
continued to be charged late fees and interest, and was reported as thirty (30)
days past due to the credit reporting agencies. 
The billing statement for the period ending August
24, 2015, had a $101.56 balance with a $101.56 minimum payment due by September
20, 2015.  We received your payment of $61.56
on August 26, 2015.  However since the
amount paid was less than the Minimum Payment Due, the account was charged a
$38.00 late fee and a $2.00 interest charge resulting in a new balance of
$80.00 with an $80.00 minimum payment due by October 20, 2015.  Again, when no payments were received, your
account continued to be charged late fees and interest. 
Although the late fees and interest were charged
correctly, as a courtesy to you, I removed $227.00 in late fees and $16.55 in
interest charges from the account that were charged after we received your
$61.56 payment on August 26, 2015.  In
addition, I cleared our internal records of the delinquencies reported for
October 2015 through January 2016 and requested that [redacted], [redacted], and
[redacted] delete the delinquencies for the same time period.  Please allow the agencies approximately seven
(7) to ten (10) business 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, the account is closed and has a zero ($0.00)
balance.
[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

Dear [redacted], At this time, I have made multiple attempts to contact the customer [redacted] Complaint ID [redacted], by phone and by email. Should the customer still need our assistance, we would be happy to do so. At this time, we will consider this issue closed. Thank you, Kristin...

T.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-####

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]

June 7, 2016[redacted]
[redacted]
[redacted]Re: [redacted] – Case #[redacted] Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in [redacted] Macy’s store account ending in [redacted]Dear [redacted]...

[redacted]:  I am in receipt of your complaints filed with the [redacted] and the Revdex.com, 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 (DSNB).On June 8, 2015, we sent you a letter explaining the upcoming changes in terms and how it will affect your accounts.  During this conversion, your Macy’s store account ending in [redacted] was combined with your Macy’s [redacted] account number ending in [redacted].  This change would require you to update your bill payment account with your bank to reflect the Macy’s [redacted] account number.  Please know that we sincerely regret any frustration or inconvenience this caused including any negative information that was reported to the credit reporting agencies.Per your DSNB credit card agreement, you are responsible for notifying us about any changes to your address and/or telephone number.  Our records show that on April 7, 2016, we updated the telephone number on your account, which had a [redacted] area code.  We also removed $124.66 in accumulated late fees on April 9, 2016, when you made your $24.75 payment bringing your account to a zero balance.  Upon further review, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] delete the late payment history for December 2015 through April 2016 on your Macy’s [redacted] account from your credit file.  Kindly allow (7) to ten (10) business days for the agencies to modify their records to reflect the information contained in our request.[redacted], we value your business and thank you for bringing your concerns to our attention and giving me the opportunity to respond.  If I may be of additional assistance, do not hesitate to contact me.Sincerely,Regina M.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted]       [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]  I would like to say "Thank You" to Dakota B..  She was very polite and assisted me through this issue.   Though I did not ask; Dakota offered me the items free and confirmed that I would be getting a refund back to my account due to the issues I had to deal with.  I was pleasantly surprised and very appreciative with her response.   This was very hard on me.  I was embarrassed in that I was not able to give my grandson and his wife their wedding gift and though I kept reiterating what I had been told in that it was on the way other issues followed and was very difficult to  handle; I receive social security and could not afford to replace another order.  When I mentioned that I understood it may not be very much to file a complaint on; Dakota told me she understood and that it didn't make any difference of the cost; it was something that should have never happened.    So I thank her for all of her efforts and I thank her for her kindness in how she treated me in resolving my issues.   I checked online and the order is schedule to ship 4/12/2017 and a refund is also being processed.    Because of Dakota B.; I will continue to shop with Macy's.   Respectfully, [redacted]

November 30, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy’s [redacted] account ending
in [redacted] (closed on October 4,...

2015)
         Macy’s [redacted] account ending
in [redacted] (closed on September 22, 2015)
Dear [redacted]:
I am in receipt of your complaint forwarded to us by
the Revdex.com.  As a
representative of Macy’s Executive Office, I was asked to review and respond to
your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any
frustration or inconvenience you may have experienced concerning your Macy’s
[redacted] accounts and for the problems you encountered while trying to
resolve this matter.
Upon
review, I forwarded a copy of your complaint to our Fraud Department, and I am
pleased to inform you that our Fraud Specialists reviewed your case and removed
the full amount of the fraudulent purchase ($133.13) and any related fees
($71.31) on November 25, 2015.  Also, a
letter was sent notifying you that your Macy’s [redacted] account ending
in [redacted] was credited for the full amount of the fraudulent purchases.  I confirmed that we have cleared our internal
records of any delinquency associated with this issue, and requested that
[redacted], [redacted] and [redacted] delete the past due information from your
credit file.  Additionally, both accounts
listed above were closed with the dates referenced and cannot be reopened.
In
further research, I found that although you reported the fraud charges that
appeared on your Macy’s [redacted] account ending in [redacted] on September 8,
2015, we closed this account on September 22, 2015, and opened a new Macy’s
[redacted] account ending in [redacted]. 
The unauthorized charges were transferred to the new Macy’s American
Express account.  I am truly sorry for
the delay in sending you a Statement of Fraud, and removing the charges from
your account.  I am also disappointed
that although your account was noted that it is being investigated by the Fraud
Department, you continued to receive collection calls. Your feedback is critical as it assists us in
truly understanding our customers' experiences and directs our attention to
areas in which we can improve our service quality.  Therefore, I have shared a copy of your
complaint and my response with our Credit Customer Service Manager for
appropriate action. 
[redacted], we regret that this matter
escalated to this point; however, we appreciate the time you took to bring your
concerns to my attention and for giving me the opportunity to respond.  If I can be of any further assistance, do not
hesitate to contact me personally.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted],
Revdex.com
     Macy’s Credit Customer Service Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

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 can't fully accept Macy's response. Because they already know it's their fault and cause so much trouble but they still keep denying, going back and forward so many times, even Revdex.com is involved, cost lot of our time.The issue is clear: Macy's tried to make money by anyway regardless of damaging customers' relationships or violated the law. That's really back. And worst thing was after customer found out, they were so mess. One department apologized and fully refund but late still charged customers. The executive department didn't address the issue and resolve but keep fighting and arguing, and close customer's account, report credit Bureau which had greatly damaged customers' credit. As my former credit was excellent but now is good even around so so.Macy's has done so worst thing. I can't forgive them. They need to response and compensate customer's lost.
Regards,
[redacted]