Macy's

We will not be responding to any further requests for the customer [redacted]. The tracking information given by the customer is not valid for our warehouse and we consider this issue to be permanently closed. Thank you for all your help. Tara B[redacted]Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

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 records are inconsistent with the records in the Macy's credit chard that was charged . 
Regards,
Sierra Turner

[redacted]   [redacted]
 
August 24, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
       ...

Macy's Account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint filed with the Revdex.com and
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. 
Please accept my personal apology for any frustration you may have
experienced regarding your above referenced Macy’s account. 
 
Be
assured that the problems you experienced are not typical of the level of
quality customer service that we strive to provide.  I was disappointed to learn of your recent
experience when you spoke with our Customer Service Department.  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.  
 
Our
records indicate when your account was opened on April 6, 2015, the address you
provided was not your residential address but a business mailbox.  The USA PATRIOT Act requires financial
institutions to obtain, verify, and record information that identifies each
person who has an account, and the physical address is a required piece of this
verification.    On April 21, 2015, a letter was sent to you
requesting that you provide us with your street address within thirty (30) days
from the date of the letter to avoid your account being closed.  We are required to notify you by mail
concerning your account.  Since we did
not hear from you within the thirty (30) days, your account was closed on June
30, 2015, at a zero ($0.00) balance.  I
have enclosed a copy of this letter for your records. 
 
Kindly
note, neither Macy’s nor Department Stores National Bank have any control over
how your credit score is calculated.  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. 
 
[redacted],
we understand that you have a choice in where to shop and we are sorry this misunderstanding
has jeopardized our business relationship. 
Please do not hesitate to contact me directly at the phone number listed
below if I may be of further assistance.  
 
Sincerely,
 
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures / mailed August 24, 2015
 
cc:  [redacted], Revdex.com

February 26, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I am in receipt of [redacted] complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. While I have not spoken to [redacted] directly, I have, however, investigated her...

concerns. I have processed a credit for $120.05 back to her Macy's card. This amount should post to her account within five business days. We have responded to all concerns and consider this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

September 26, 2017  [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who is looking for full refund for the mattress set due to wrong bed frame was delivered. The correct bed frame has been delivered to the customer and has been compensated already....

We spoke to the customer and offered additional compensation which he accepted. At this time, Macy's will consider this matter closed. Thank You, Sincerely,Macy's Executive Office

March 25, 2016
[redacted]
[redacted]
[redacted]
Re: [redacted] – Case #[redacted]
        RevDex.com Complaint ID [redacted]...


        Macy’s [redacted] account ending in 9594 
       Macy’s store account ending in [redacted]
Dear [redacted]:
We are in receipt of your complaints filed with the [redacted] and the Revdex.com and forwarded to
Macy’s Executive Office. As a liaison in that office, I was asked to review and
respond to your concerns on behalf of Department Stores National Bank. We
sincerely regret any frustration you may have been caused in this situation regarding
your Macy’s [redacted] account and Macy’s store account, and for the
problems you encountered while attempting to resolve this matter. 
Our research has
confirmed that the questioned charges on your Macy’s store account of $113.88
and Macy’s [redacted] account of $194.56 were fraudulent.  Therefore, we are removing those charges, along
with late fees and interest charges on the Macy’s store account of $270.13, and
$124.14 on the Macy’s [redacted] account. 
Both accounts noted above are closed and when the credits noted above
are applied, both accounts will have a zero balance. 
Moreover, we have cleared
our internal records of the delinquency associated with this issue, and instructed
the credit bureaus to also delete the negative history reported for this
situation for both accounts.  Please
allow at least 7-10 business days for the agencies to modify their records to
reflect the changes contained in our request. 
Thank you for
bringing this matter to our attention.  If
you have any additional questions, please call me at the number listed
below. 
Sincerely,
Rhea B. Macy’s Executive
Liaison 
###-###-####
Extension [redacted]
cc: [redacted] 
       [redacted], Revdex.com

[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. I do wish I had not had to escalate the situation and would not have if the original representative would have given me information to contact the appropriate sources as I requested. I also hope going forward the representatives that accept payments over the phone, give correct information. I appreciate the consideration from Macy's and the response to my complaint. 
Regards,
[redacted]

November 5, 2015
**. [redacted]
[redacted]
[redacted]
Re:    [redacted] – Case
#[redacted]
         Revdex.com ID...

[redacted]
         Macy’s [redacted] account ending
in [redacted]
         Macy’s account ending in [redacted]
Dear **. [redacted]:
I am in receipt of your complaints filed with the
[redacted] and the Revdex.com (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.  Please accept our sincere
apologies for any inconvenience or frustration you may have experienced
regarding these issues.
Upon review, I found that you previously spoke with my
colleague Rhea Belyeu on September 22, 2015, concerning your Revdex.com
complaint.  Since both inquiries referenced
above regard the same information, I will provide my response to both complaints,
as follows:
Our records show
that when you opened your Macy’s store account on June 23, 2015, there was a
fraud alert on your credit report.  The
requirement is that the credit grantor must contact the applicant at the phone
number included in the fraud alert prior to extending new credit to the
customer.  On July 6, 2015, and July 7,
2015, during an application review to upgrade your store account to a Macy’s
[redacted] account, we were unsuccessful in contacting you at the
telephone number you provided in your alert.
On July 15, 2015,
when you called to inquire about the status of your application, we verified
the information on your account, and your call was then escalated to a Manager.
On July 16, 2015,
your application was approved for a Macy’s [redacted] credit line was
added to your existing Macy’s store credit line and a request was made to send
you a Macy’s [redacted] card.  On
July 17, 2015, a pin for your new account was sent.  On August 4,
2015, we reported your Macy’s store and Macy’s [redacted] accounts lost/stolen
when you contacted us and told us that you had not received the new Macy’s
[redacted] card.    Unfortunately, the associate at the time made
an error and updated the address on the store side of your account and ordered
a new store plastic.  This is why you did
not receive a new Macy’s [redacted] card. 
On
September 4, 2015, the address was updated on the Macy’s [redacted] and an
[redacted] card was ordered for you. 
**. Belyeu spoke
with you on September 22, 2015, and corrected the spelling of your name from
[redacted] to [redacted]. 
Also, on September 23, 2015, she made a request to expedite sending you a
replacement card with this corrected spelling. I am pleased that you received
it and made your first purchase on September 27, 2015.To successfully add your account to online servicing, you will need to
enter the name as it is printed on your new card, and use the four digit
security code located on the front of your Macy’s [redacted] card just
about the last few digits of the account number.  If you continue to experience difficulties
accessing your account online, please contact our Technical Assistance Team
directly at ###-###-####, option 6, and a representative will be happy to
assist you.I confirmed that
your Macy’s store account ending in [redacted] is reporting to the credit reporting
agencies with an open date of June 23, 2015. 
Once your Macy’s [redacted] credit line begins reporting to the
credit reporting agencies, it will show an open date of July 16, 2015.
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.  I
understand you are requesting some type of compensation; however, it is not the
Bank’s practice to compensate for a situation such as this.  Therefore, I am unable to comply with your
request for a $200.00 credit to your Macy’s [redacted] account.  If I can 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]
         [redacted], Revdex.com         
[redacted] 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.

February 10, 2017   [redacted]   Re: Revdex.com Complaint ID [redacted]           Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   We...

are in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  We sincerely regret any frustration or confusion you may have experienced in this situation regarding your Macy’s [redacted] account.  The service you describe receiving is not indicative of the level of service we strive to provide.   Our records show that you used your Macy’s [redacted] account for a purchase of $64.99 in the Macy’s at [redacted] on May 27, 2016. The purchase appeared on your billing statement for the period ending June 27, 2016, with a minimum payment of $27.00 due by July 24, 2016. The statement was mailed to the billing address you had provided.   However, that statement was subsequently returned to us as undeliverable, as was the statement for the period ending July 28, 2016.  At that time your account was coded as having returned mail and monthly statements were no longer sent because we do not mail statements to known bad addresses. Be aware that billing statements are not forwarded by the post office.  According to the terms of the account, it is your responsibility to notify us of any change to your billing address.  While we attempted to reach you by telephone during November 2016, there is no record of being contacted by you to update your address until December 22, 2016.   In the interest of customer service and as a gesture of our goodwill, I removed interest charges of $26.25 and late fees of $212.00 from your account, for a zero ($0.00) balance.  Your account was closed on October 28, 2016, because of delinquent payments and cannot be reopened.  A new application is required if you would like to continue to have a Macy’s [redacted] account.   Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If you have any additional questions, feel free to call me at the telephone number listed below.   Sincerely,     Michael J. Macy’s Executive Liaison ###-###-#### Extension [redacted]   cc: Tina Geers, Revdex.com

Hello [redacted], We received the complaint for [redacted] regarding ID #[redacted] The customer stated they were scheduled for delivery of a [redacted] Coffee Table as a replacement covered under the worry no more plan. This issue of delivering the table has gone on since April of 2017. Four times...

delivery was attempted and four time damaged merchandise was delivered. I spoke with the customer and she stated she no longer wanted to receive a delivery of the merchandise and wanted to receive her money back. I offered customer a refund for the merchandise and she agreed with this resolution.Macy’s Executive Office  Terri W.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

MacysP.O. Box 8220 Mason, OH 45040May 2, 2018[redacted]Re: Revdex.com Complaint ID # [redacted]4Macy's Account ending in [redacted] On behalf of Department Stores National Bank (DSNB)Contact Dates with Customer: April 30, 2018Complaint Summary: [redacted] had...

requested a refund check to be re-issued for her Macy's account ending in [redacted] on October 5, 2017. [redacted] has not received the refund check in the amount of $35.00 which she was told it would be delivered with seven (7) to ten (10) business days.Resolution: Upon receiving the complaint, we researched [redacted]'s account to determine the location of the promised refund check. Our research revealed that the original request for her refund was sent in January 2017. [redacted] contacted customer service on March 24, 2017, to discuss the location of the $35.00 refund check. During our conversation [redacted] was informed a stop payment was placed on the refund check and a new refund check would be issued. On March 30, 2017, a new refund check was issued to [redacted]. On October 5, 2017, [redacted] informed the customer service representative that she did receive the refund check from March 2017, and indicated it was torn and she sent it back to Macy's. [redacted] was offered the opportunity to have the refund sent to her electronically into her checking account or mailed to her. [redacted] accepted the mailing method. [redacted] did verify her mailing address for the account. DSNB re-issued a credit balance refund check to [redacted] in the amount of $35.00 on October 24, 2017. [redacted] was informed she will be receiving the credit balance refund within seven (7) to ten (10) business days. On April 25, 2018, Macy's completed additional research to determine the location of the last credit balance refund check. A stop payment on the last check in the amount of $35.00 was issued on April 26, 2018, and a new refund check was re-issued on April 27, 2018. On April 30, 2018, [redacted] was informed that a credit balance refund was re-issued to her and should expect the refund between May 8, 2018 and May 11, 2018. Additionally she was offered a call back to confirm the receipt of the recent reissued refund check between May 8, 2018, and May 11, 2018. [redacted] has accepted this resolution during our phone conversation. [redacted] G.Macy's Executive Office ###-###-#### Extension [redacted]cc: [redacted], Revdex.com

November 23, 2015
[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.
On
behalf of Macy's, please accept my apology for any inconvenience you experienced
when your order #[redacted] did cancel. Unfortunately, the gift cards used
seemed to have been compromised. There were five $20.00 gift cards, which were
put on security hold and cannot be used. In respect and consideration I am
sending you a new gift card for $100.00 to replace the value. Unfortunately,
the merchandise selections in your order are no longer available.
Macys.com
customer service is available 24 hours a day at ###-###-####. I have reported
your experience to the correct department to assure continuous service for our
customers.
Ms.
Weir, thank you for bringing this matter to our attention and giving me the
opportunity to respond. Please do not hesitate to contact me at the telephone
number listed below if I can be of further assistance.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Cincinnati Revdex.com

Dear [redacted],We are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Sincerely, Tranesse S.Liaison, Omnichannel Executive...

Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

Dear [redacted], I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when your order was cancelled and your MM was not refunded to you. You will be receiving a...

$210.00 Macy's gift card. This will come in a plain white envelope.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely, Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

November 27,...

2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com ID #[redacted]
            Macy's [redacted] account ending [redacted]
Macy's
account ending [redacted]
On behalf of Department
Stores National Bank:  
Contact Date with Customer: November 21, 2015 and
November 23, 2015
Complaint Summary: [redacted] issued 2
checks and overnighted them to pay off both of his accounts. One check was cashed and the other one was
lost and replaced by the bank. He wants both payments applied and any fees
removed. Balances should be zero ($0). He also wants them closed.
Resolution: I called [redacted] and
apologized for his experience and the delay. I explained why we needed a copy of the front
and back of cancelled check. He
authorized the Credit Union to email a copy of the front and back of the
missing check directly to me. I advised
him I had received the information and we were able to locate the misapplied
payment. I confirmed I have requested
the payment transfer and that all fees be removed. Accounts are closed per his request and I
thanked him for his courtesy while speaking with me and wished him a Happy
Thanksgiving.
Rhea B.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], RevDex.com

December 27, 2017[redacted]Revdex.com Cincinnati1 E 4th StSte 600Cincinnati, OH 45202Response to Revdex.com Complaint # [redacted]Dear [redacted]: We have spoken to and have reviewed all matters as expressed in the complaint. The customer has received the merchandise and we are sending him a gift card due to...

the inconvenience and frustration. At this time, we consider this issue resolved.Thank you. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted] Carrie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

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]

Good Morning [redacted], I have seen the rebuttal from [redacted].  The customers terms were changed from the 12 month to the 24 month terms on 9/25/2017.  The original request to change the terms were sent over for approval on 9/20/2017.  The customer will see the correct 24 month terms on her next statement date of 10/17/2017.  I have called the customer today and left a voice mail message at 11:44am explaining when terms will reflect correctly.    I also left my contact information for her to call me back.     If you should have any further questions, please let me know. Thank you,Sandy      Sandy M.Omnichannel Presidential Liason  Correspondent | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-####  Fax:  ###-###-####

[redacted]   [redacted]
January
19, 2016
[redacted]
[redacted]
[redacted]
Re:       Revdex.com ID...

#[redacted]
            Macy's [redacted] ending [redacted]
Dear [redacted]: 
I am in receipt of your
complaint filed with the Revdex.com and 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.  Please
accept my sincere apology for any frustration that may have been caused
regarding the missing payment and for the delay you encountered in trying to
resolve this issue.
Be assured that Macy's does
not participate in fraudulent or deceptive business practices of any kind.  We have policies and procedures in place to
ensure that we are in compliance with all applicable laws.  There was never any intention to deny you
your account rights as you stated in your complaint and we regret that you feel
otherwise. 
Upon reviewing your account,
I was able to confirm the payment in the amount of $4,119.38 was received and
applied to your account on September 26, 2015. 
However, the check for $2,504.26 came in as unidentified with no account
information.  On October 7, 2015, when
you contacted us by phone, we requested a copy of the front and back of the
check and with that information the payment in the amount of $2,504.26 was
located and on December 28, 2015, it was applied to your account and late fees
and interest totaling $109.06 were removed. 
As of the date of this letter, your account has a zero ($0.00)
balance.  In addition, the account shows
it was closed on May 15, 2013.  We are
sorry for the delay in locating and applying this payment. 
[redacted], thank you for
bringing this situation 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, as I would be
delighted to speak with you.
Sincerely,
Rhea
B.
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 have reached out to the customer regarding her customer service experience and have not received a response. Her concern was regarding the use of overseas representatives and the level of service they...

provided. Our policy is to provide outstanding customer service with an emphasis on respect. We would like the opportunity to service her again, however, we need to be able to speak to her. Until that time, we will close the complaint. Michele S.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office