Macy's

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. We have yet to receive the promised adjustment and will not close the case as resolved until it's received....

Thanks.
Regards,
[redacted]

November 16, 2017     [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of the complaint you 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 (DSNB).  Please accept my apology for the service you described receiving.    I have reviewed your account, and between the dates of June 8, 2016, and November 14, 2017, we did not receive payments for the following due dates: July 5, September 5, October 5, and November 5, of 2016, and  February 5, April 5, May 5, July 5, and August 5, of 2017.  I have confirmed with our electronic statement provider that your electronic billing statements were successfully delivered to the email address, [redacted].    Only one delinquency was reported to the credit bureaus when the account went ninety (90) days past due on November 5, 2016.  Upon further investigation, I see that your account balance consisted only of interest charges for all of the due dates listed above, with the exception of your July 5, 2016, due date, which included a merchandise balance of $63.23, and your November 5, 2016 due date, which included a merchandise balance of $269.14.  Since all of the other billing periods consisted of interest only, we have cleared our internal records of any delinquency reported for this time period and requested that Equifax, Experian, and TransUnion remove the delinquency from your credit report.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will also serve as confirmation.   Please note that per the DSNB Credit Card Agreement, if you have been paying less than the new balance 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.  This interest charge is for the balance carried on your account during that period, and will appear on the next month’s billing statement which may result in a statement with interest only.    As a courtesy, I have removed a $27.00 late fee and $10.00 in interest charges from your account, resulting in a $37.00 credit balance.  I have requested this check be mailed to the address on your account.     Please allow 7-10 business days from the date of this letter for the refund check to be received.  If this check is not received, please contact me at the phone number listed below.          [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Please do not hesitate to call me if I can be of further assistance.   Sincerely,  Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
 
 
June 23, 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 filed with the Revdex.com and
forwarded to Macy’s Executive Office.  I
was asked to review and respond to your additional concerns on behalf of
Department Stores National Bank.  Since I
previously addressed your concerns, I was asked to review and respond to your
most recent inquiry. 
 
My research shows you scheduled an online
payment on macys.com of $303.52 on March 30, 2015, to pay on the due
date of April 12, 2015, to the Macy’s store account referenced above.  On April 17, 2015, a letter was sent to the
address we have on file, advising you of the returned check.  On May 26, 2015, a payment was made to your
account for $309.85 with a Customer Service representative who removed the
$6.33 late fee and $6.30 interest charge. 
As of the date of this letter, your Macy’s store account is closed and has
a ($0.00) balance.
 
Please be assured that our collection practices and policies comply
with all applicable laws and regulations. 
While we may call a customer any day of the week between 8 a.m. and 9
p.m. in the consumer’s time zone, we regret any frustration you may have
experienced regarding the calls you received in respect to the past-due status
of your Macy’s account.
 
[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,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted],
Revdex.com   The Macy's card is issued by Department Stores
National Bank.

Dear Sir,This note concerns the following claim:Complaint ID: [redacted] Complaint Type: Business Complaint Date Filed: 8/28/2015 4:55 PMMacy's did reach out to me concerning this complaint.  They did acknowledge that some items were still listed on their website when they were actually sold out of them.  Since they were not able to provide the same set which was advertised, they did offer discounted pricing on another set of furniture; which we accepted.It is fine to mark this claim as closed.[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.
Please
accept my sincerest apology for the inconvenience and...

delay in resolution you
have experienced. After review, our records indicate that the credit for $89.44
was posted to your Macy's account on 12/6/2015.
Due
to the inconvenience you experienced, I have issued a gift card to you for
$25.00. You should receive the gift card within the next 5 business days.
Please be assured that feedback will be provided on the situation and the
errors that caused delays in resolution.
Sincerely,
Jennifer C.
Macy's Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]0, and find that this resolution is satisfactory to me.  Although I am not looking for a gift reward I simply wanted Macy's to know that they inconvenienced me and that they shouldn't harass customers when Macy's was in the wrong.
Regards,
[redacted]

October 18, 2016 [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted] Dear [redacted]: I am in receipt of the complaint you 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. In researching your account, I confirmed that on August 4, 2016, while speaking with our Credit Customer Service department, you were informed the late fees and interest charges incurred in February and March 2016, would be removed as a courtesy.  On October 12, 2016, I credited the $64.00 in late fees and $8.61 interest charges back to your account.  I have requested a refund check be mailed to you in the amount of $72.61.  Please allow seven to ten (7-10) days to receive the check in the mail.  I apologize that this was not processed during that conversation, but rest assured I have escalated this to the individual’s Manager to be addressed further. In regards to receiving your billing statements, our records confirm they were mailed to the address listed above.  Even though we do process and mail your statements in accordance with the 21 day regulatory requirement, we unfortunately do not have control over how long it takes for the postal service to deliver your statements to your address.  You may wish to visit your local post office and discuss your concerns if you are experiencing a delay in receiving your mail.  I have included a copy of your statements for February 2016 through May 2016 for your records.   Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and [redacted] update their records and delete any history of delinquency for the time period of May 2016 through October 2016 on your account from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.  [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,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted] Enclosures / mailed Oct. 18, 2016 cc: [redacted], Revdex.com      Manager, Credit Customer Service

[redacted]   [redacted]
February 1, 2016
[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 (DSNB).
We recently underwent a system
conversion in August 2015 for the Macy's credit card accounts as well as the
credit servicing pages accessed through the macys.com website.  Unfortunately, the implementation of this
upgrade may have caused challenges when accessing the credit servicing site for
the first time after the conversion.  If
you continue to experience difficulty viewing your billing statements online,
or accessing your account information, please contact our Technical Assistance
team at ###-###-####, option 6, and a representative will be happy to assist
you.
With
respect to your claim of non-receipt of billing statements, I found that on
June 1, 2015, you registered your Macy’s account on macys.com to receive
electronic billing notices only and stop paper statements.  My research confirmed that prior to
conversion, a billing statement was sent to the email address of [redacted].  I also
confirmed that after conversion, you did not update your profile at macys.com
to view your statements and make payments to your account.  I am sorry that you did not find out about
the past due status on your account until you received our letter informing you
that we lowered the credit limit from $1,000.00 to $200.00.  I also regret that you did not receive a
paper statement in November 2015 when you were told you would.  Our records show we mailed the August 2015
through November 2015 billing statements on November 23, 2015.  I confirmed that on December 7, 2015, you
were de-enrolled from receiving electronic billing alerts, and you should be
receiving paper statements going forward. 
For reference, I am sending billing statements for the time period
August 2015 through January 2016.
Due to the non-receipt of
your billing statements since conversion, I removed a total of $192.54 in
accumulated fees, which brought your account to a $79.84 balance.  Also, we requested [redacted], [redacted] and
[redacted] to remove the delinquencies on your credit report for the time
period October 2015 through January 2016. 
Kindly permit the credit reporting agencies approximately 7 to 10 days
to make the necessary corrections.  Until
then, this letter will serve as confirmation of our request.  Additionally, we reestablished the account credit
limit back to $1,000.00.
[redacted],
thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I can be of
further assistance, please do not hesitate to contact me directly at the
telephone number listed below.  
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension 73547
Enclosures / mailed Feb. 2, 2016
cc:  [redacted],
Revdex.com

01-24-2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Re: Revdex.com Compliant ID [redacted] Dear [redacted]: I am in receipt of complaint ID: [redacted]. [redacted] was left numerous voicemails in regard to the compliant ID [redacted]. Due to the lack of follow up from [redacted], Macy's considers this matter closed and resolved. If [redacted] wanted to place an order, I would honor the one day sales prices for the [redacted] pending item availability. Thank you, cc: [redacted]
 Steven A. « Presidential Liaison « MCCS Executive OfficesMacy's Corporate Services, Inc.9111 Duke Blvd, Mason, Ohio 45040Phone: ###-###-####  Email: [redacted]Hours: Monday through Friday 9:00am-5:00pm EST

[redacted]   [redacted]   June 2, 2015   [redacted]
[redacted]
[redacted]   Re:  Revdex.com ID [redacted]         Macy's account ending in 3204  ...

Dear Ms. Dinh:    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.   Thank you for the courtesy extended during our telephone conversation on May 28, 2015.  I am pleased to hear that Peter, one of our associates, was able to initiate the transfer of the return credits from your mother’s account to your account.  Please allow one to two billing cycles for the transfer to be completed.  In the meantime, I removed the late fees of $60.00 and interest charges of $8.82 from your account, which will be reflected on your billing statement for the period ending June 12, 2015.    I cleared our internal records of any delinquency associated with this issue and requested that Equifax, Experian, and Trans delete the delinquencies for April and May 2015.  Please allow the agencies approximately seven (7) to ten (10) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.    Please accept my sincere apology for the level of customer service you experienced in your attempts to resolve this issue and from our collections department.  Be assured that the problems you encountered are not typical of the level of quality customer service that we strive to provide.  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.  From the comments in your letter and during our phone conversation, it appears we have fallen short of this goal.  So, I would like to thank you for the time you took to share this situation with us, as it provides us an opportunity to follow up with the appropriate action.   Ms. Dinh, we understand you have a choice of where to shop and we are sorry this issue may have jeopardized our relationship.  Your business is important to us as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely,     Janice Doerter Macy's Executive Office 1-888-622-9793 Extension 73270     cc:  Tina Geers, Revdex.com

December 6, 2017   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]        Macy’s store account ending in [redacted]   Dear [redacted]:   We are in receipt of your additional comments 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 be assured that the Bank does not participate in dishonest or deceptive business practices of any kind.    As explained in our previous response letter dated November 28, 2017, you applied for and were issued a Macy’s [redacted] card on June 21, 2015, with two separate lines of credit.  Because these accounts have different billing dates, we send a separate billing statement for each account to the billing address on file and matching the address noted above.  Our records show that paper statements were being sent to the billing address on file as of September 9, 2015, and we have no record of returned mail.    On November 17, 2017, our representative removed $74.00 in late fees as a courtesy to you.  Our records indicate a Manager attempted to contact you twice by phone on November 20, 2017, regarding this complaint; however, there was no answer.  On November 21, 2017, Ms. D. removed the remaining $37.00 late fee and on November 28, 2017, the remaining $2.00 interest charge resulting in a zero ($0.00) balance on the account.    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 review of the account, we found the information to be correct; therefore, I must decline your request to remove the delinquency from your credit report as you requested.    [redacted], I hope this letter clarifies any issue you felt remained unresolved.  Should you have any other questions, please feel free to call me at the number below.   Sincerely, Rhea Belyeu Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]...

[redacted]   [redacted] July 26, 2016 [redacted]
[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 accept my apology for any inconvenience you may have experienced regarding the email notifications on your account.   In reviewing this matter, our records indicate that you were receiving paper statements for your Macy’s account referenced above and had set up to receive electronic statement notifications through your macys.com online profile on December 25, 2014.  On December 4, 2015, you spoke to one of our representatives who advised the statement notification setting was in your macys.com profile and modifying that setting would require you to log into your profile and change the setting.  Our representatives do not have access to your macys.com profile and are unable to make any modifications to it on your behalf.  At that time, our Customer Technical Support area was not available to walk you through the process to make this modification.  When you called back later on that same day, our representative attempted to assist you and you requested your account be closed.   We received your $5.00 payment on June 11, 2016, and applied it to your account balance of $2.01 for the billing period ending May 29, 2016, resulting in a $2.99 credit balance.  On July 5, 2016, we removed your email address from your account information as you requested when you called to advise you had received another statement notification email.  This notice was sent because your account had a $2.99 credit balance on it for which I requested a Credit Balance Refund check be issued and mailed to you on July 23, 2016.     In regards to removing your date of birth and social security number from your account information, the Patriot Act requires financial institutions to obtain, verify, and record information that identifies each person who has an account with us.  Since your social security number and date of birth are required for this verification, we are unable to remove this information from our records.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  As of the date of this letter, your account is closed with a zero ($0.00) balance and I confirmed that you credit report has not been negatively affected by this matter.  If I may be of additional assistance, please contact me at the number listed below.  Sincerely,  Stephen C.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

July 13, 2016     [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 Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused. While I would have liked to discuss this with you personally, my attempts to reach you were unsuccessful.    My research confirmed that, as a courtesy to you, we recently removed interest charges of $4.00 and your account has a zero ($0.00) balance.  This letter will also confirm that your account was closed at your request on January 28, 2016.  Moreover, we previously deleted the delinquent payment history on your account from our records and directed the credit bureaus to correct their records as well.  Please allow the bureaus thirty (30) days to respond to our request.    [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

May 26, 2017 [redacted]  [redacted] Re: Revdex.com Complaint ID #[redacted]       Macy’s account ending in [redacted] Dear [redacted]: I am in receipt of your most recent comments regarding the complaint you filed with the Revdex.com.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to respond to your latest inquiry.  Please accept my personal apology for the continued frustration this matter may have caused. In my previous responses, I did not address your credit bureau and account closure.  Thank you for bringing these concerns to my attention.  Upon careful review, I see that your account does qualify to have the delinquencies removed from your credit report for the months of December 2016, through April 2017, because the purchase balance was credited to your account as of November 9, 2016.   We cleared our internal records of any delinquency associated with this issue for the months listed above.  Additionally, we requested the credit reporting agencies update their records and delete any history of delinquency from the time period of December 2016, through April 2017.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to update their files.  In the meantime, this letter will serve as confirmation of this request.  Once an account is closed, it can no longer be reopened.  If you would still like to have a Macy’s account, a new application must be submitted through our new account application process which can be completed online at www.macys.com, or within the store at any register.  For clarification, our procedures when considering a Macy’s credit card application is to review a consumer’s credit history as reported by the outside credit reporting agencies, as well as obtaining updated income information. [redacted], we understand you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our relationship.  Your business is important to us as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.  Sincerely,   Kristi C.Macy’s Executive Offices###-###-#### Extension [redacted] cc: [redacted], Revdex.com

May 27, 2016     [redacted] Revdex.com 1 East Fourth Street Suite 600 Cincinnati, OH 45202   RE:  Complaint ID [redacted] for [redacted]   Dear [redacted]:   We are in receipt of your recent inquiry with regard to the complaint ID referenced above.   Please be advised, as we have conducted a thorough review of her complaint and our files, and because no new information has been presented, our position regarding this matter remains unchanged.    Should [redacted] present you with any new information to research, we would be happy to review it.    If you should have any questions or concerns, please contact us.    Sincerely,     Nancy M. Macy’s Executive Office ###-###-####   Tell us why here...

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.  After multiple apologies regarding the credit system overhaul issues, by both Macy Employees and by an email sent to all card holders, no one with Macy's takes responsibility for having the auto pay feature un-enroll itself.  My bills were to be paid with the Auto Pay feature.  This worked in the short time I had the card which was about four months.  Then I noticed the site's overhaul and the amount of upset customers out there that couldn't do things such as online payments.  After that overhaul, the Auto Pay feature was disabled.  Given I rely on that feature, I didn't notice it was disabled until after a late payment.  I don't want to see a late payment being sent to the credit bureau.
Regards,
[redacted]

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 you wasn't able to redeem your e-gift. You're gift card will be sent to shipping address your...

provided. It 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. Dakota B.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.  
Regards,
[redacted] 
I received a call from Sue at ###-###-####. She said she would talk to her supervisor. That was the last I heard so nothing has been resolved.

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted] . We have spoken to [redacted] and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Sincerely, Bobbie A.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.   Regarding Revdex.com complaint [redacted], I did not receive any Macy's response after  April 7th. I know you have closed the complaint, but can you help me once more? Thank you very much!Regards,
[redacted]