Macy's

Dear [redacted] At this time, the complaint ID [redacted]  for [redacted] has been resolved satisfactory to Macy’s and the customer. The customer canceled their purchase prior to receiving the complaint. I have been in communication with the customer and have resolved their issue with the...

delivery fees.   Thank you,  Kristin T. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-####  |  Fax: ###-###-#### | Email: [redacted]

November 10, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   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.   When applying for a Macy’s store account in a Macy’s store, the customer must complete a credit application at the point of service, which entails providing various pieces of information, including, but not limited to, your name, address, date of birth, Social Security number, employment information, credit history, etc.  This information is not required for a standard purchase; it is only required when a customer is completing a credit application.  In addition, you provided the Sales Associate your photo ID.  Once you were approved for a Macy's account at the register, you signed the pin-pad affirming you received the required credit disclosures and agreed to the terms of the Macy's credit card account as stated in the Department Stores National Bank Credit Card Agreement.  Macy’s associates do not submit credit applications for our customers without their consent or knowledge, as you alleged in your complaint.   The account referenced above was originally opened on March 12, 2016, and closed on July 15, 2016, due to serious delinquency.  Our records indicate that the only purchase made on the account was on March 12, 2016, and the only payment we received was on October 10, 2016, in the amount of $34.19.  I confirmed that we received notification on May 13, 2016 that the address listed on your account was not your current address, and your address was updated at that time.  As a courtesy, we have removed the $27.00 late fee and $6.26 interest charged during the time period of March 2016 through May 2016, when we received notice of your correct address.  We have also 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 March 2016 through May 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.   Our records confirm that all monthly statements from June 2016 through October 2016 were mailed to you at the address you provided as your billing address, which also matches the address listed in the complaint.  There is no record of returned mail, which suggests that the monthly billing statements for this account were delivered.  It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Since the information we are reporting is accurate, we are unable to remove the delinquency from your credit report for June 2016 through October 2016 as you requested.  However, on November 4, 2016, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting".   Per the Department Stores National Bank 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.  The minimum interest charge is $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  In addition, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  As of the date of this letter, your unpaid balance is $202.29 with a minimum amount of $202.29 due by November 12, 2016.  For your records, I have enclosed the billing statements for March 2016 and April 2016.   [redacted],  although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter. Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed November 10, 2016   cc: [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  I was able to reach out to [redacted] and I have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you. Sincerely, Yvonne ...

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

December 28, 2015
[redacted]
Re:    [redacted] Attorney General File No. [redacted]
         Revdex.com ID...

[redacted]
         Macy’s account ending in [redacted]
Dear
[redacted]:
I am in receipt of the complaints you filed with the
Office of the Attorney General, State of [redacted], and the RevDex.com, which were 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 reviewing your account history, I found that on
October 7, 2015, your Macy’s account was reported as lost or stolen when you
notified us of two fraudulent charges of $76.48 and $324.47 on your billing
statement.  Your Macy’s account was
immediately closed, and a new Macy’s account ending in [redacted] was issued to you.  On October 24, 2015, a Statement of Fraud
form was mailed to you to complete and return with a copy of your driver’s
license or photo I.D.  We ask that
customers allow up to ninety (90) days after we receive a completed Statement
of Fraud form so that a complete investigation can be completed.  However, when we did not receive a response
from you, on November 24, 2015, a letter was sent to you with a copy of the
transaction receipts you had disputed, explaining that a copy of your driver’s
license would be required so that we could complete an investigation.  This was also explained to you during your
telephone conversation with a representative on December 9, 2015, when you
declined to submit a copy of your driver’s license.  Kindly note that we have no record of
receiving either a copy of your driver’s license, or a completed Statement of
Fraud form from you regarding this matter.
Upon receipt of your complaint, I submitted a copy to
our Fraud Department for review.  Based
upon the additional information you provided in your complaint concerning the
Identity Theft you had been a victim of, wherein a fake driver’s license had
been obtained to make the purchases, they were able to determine the charges
were fraudulent.  On December 16, 2015,
the fraudulent charges totaling $400.95 were cleared from your account. I confirmed that you were not charged fees and
that no derogatory information was reported to the credit reporting agencies
concerning this matter.
[redacted], your business is important to us as well as
appreciated.  If you should have any
additional questions, or if I may be of assistance in the future, please do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Carye C.
Macy’s
Executive Office
###-###-####
cc:     [redacted], Office of the [redacted]
Attorney General
         [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.1.  As stated previously, I did NOT receive email statements or paper statements for the time in question.2.  As stated previously, my email was compromised and it WAS during this period in question. Apparently it had been going on for quite a while without my knowledge. The emails apparently went directly to trash and NOT spam. I always checked my spam but not my trash. I DID NOT KNOW THIS WAS GOING ON UNTIL THIS MACY'S INCIDENT. THIS DID AFFECT MY NOT PAYING MY BILL BECAUSE I DIDN'T GET I**3. As previously stated, I DID change my phone number in Nov., 2011 in writing.4. I did not get an enclosed copy with signatures from my credit card application with your response. I do not know how you could possibly even have both of our signatures when my daughter was living in [redacted] at the time and I was in [redacted] We did not apply for this credit card at the same time.This should not be the way customers with an excellent previous credit history should be treated.
Regards,
[redacted]

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 will be more than happy to pay the amount I'm told I owe - and will do that quickly.Special thanks to Ms. D. for attending to this matter and doing what was right.
Regards,
[redacted]

This issue has been a stalemate since 2016 and will remain a stalemate I suppose.....

Dear [redacted],We are no longer responding to [redacted] in regards to her rebates.  She has been accommodated.  Her request is not possible.  Thanks, Yvonne   F.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]Revdex.com spoke to the consumer and she said that someone called from the business. Regina from the corporate office in California contacted manager at the store (April), and it was resolved to her satisfaction. She states that April the store manager was very professional and she apologized.

May 25, 2016 [redacted]  [redacted]  [redacted]  Re:  Revdex.com Complaint ID [redacted]           Macy’s account ending in [redacted]  Dear [redacted]:  Thank you for your additional comments. We will mail the requested documentation to you today. Sincerely,Michael J.Macy’s Executive Office###-###-#### Extension [redacted]Enclosurecc: [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.  
This is the same issue They say prior history and it has only been this issue. Very upset and will not be back shipping with them in he future 
Regards,
[redacted]

[redacted]: On 2/19/2016, I Applied for Macy’s account because of solicitation from Macy’s sales representative.   I was informed that if I opened an account I would get a discount for merchandise.  I opened the account, however as stated numerous times… I DID NOT AUTHORIZE A CHARGE TO MY MACYS ACCOUNT.  Therefore I contacted Macys and filed a fraudulent claim with a representative over the telephone, prior to May 25, 2016, contrary to [redacted] C’s statement on paragraph #4.  At this time I request that Macys send me a copy of the signature for said credit card transaction. Further communication from Macys may be sent via email to [redacted] or address on file. Thank you. [redacted]

Good Morning, This is has been an ongoing issue since June of 2016. My complaint is inclusive of dates before November of 2016. I am aware of how charges are applied and I am not disputing late charges for November and December.Please see below as it contains the details. June 2016 Statement Balance: $13.66Paid: $13.66 (Payment date Unavailable online)July 2016 Statement Balance: $2.00 (Fee Charged)Paid: $2.00 (Payment Date unavailable online)August 2016 Statement Balance: $51.48 (Fee Charged)Paid: 51.48 on 9/9/2016 (ON DUE DATE)September 2016 Statement Balance: 2.00 (Fee Charged)Paid: $2.00 on 10/10** Wasn’t aware that there was a balance as my balance was paid in full and on time from the last statement.’October 2016 Statement: 2.00 (Fee Charged)Paid: 2.00 on 11/6/2016 (Before DUE Date)November 2016 Statement: $89.73Paid: $116.73 on 11/11 (Inclusive of fees)December 2016 Statement: 2.00Paid: 2.00 on 1/9/2017 (ON DUE DATE)** I had already paid the statement balance and any incurring fees on the due date. At this point, no additional fees should have been chargedJanuary 2017 Statement: $2.00Stopped paying fees as I felt that it was a fraudulent charge.   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]

Dear [redacted], After several attempts to reach you, unfortunately we were unsuccessful. I will stay available to you and hope to hear from you soon in regarding your issue.Thank you for your time, please don’t hesitate to call me when you are ready. Thank you,  Dakota B.|...

Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

[redacted]   [redacted]
    December 19, 2016    
[redacted]   Re:  [redacted] - Case #[redacted] and #[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 complaint, 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).  I am so sorry you did not receive a response to your previous phone messages and emails; however, this is the first correspondence we have received in our office.  We regret any frustration that you may have experienced due to this matter.   According to the terms of the DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee is applied to your account.  In addition, if you have been paying less than the Total New Balance on your Revolving account balance each month and you then 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 interest charge is $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month's billing statement.  This may result in a billing statement with only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.    Applying this billing policy to your Macy’s store account, your March 29, 2016, billing statement had a balance of $304.86, with a $63.92 minimum payment due April 25, 2016.  We received the $304.00 payment on April 3, 2016 (which was less than the total balance on the account).  Your April 28, 2016, billing statement had a balance of $2.88, with a $2.88 minimum payment due May 25, 2016.  When no payment was received by this date, a $2.00 minimum interest and $0.02 Credit Protection charge were assessed; however, there was no late fee.  Also, no payments were received by the due dates of June 25, July 25, August 25, September 25, October 25, and November 25, 2016.   Although the fees were properly charged, because the unpaid balance on your account was less than $1.00 and the remainder of the balance consisted of fees only from billing period ending May 25, 2016, through the billing period ending November 25, 2016, I credited the $0.86 and removed the accumulated fees in the amount of $32.12 resulting in a zero balance.      Also, applying this billing policy to your Macy’s [redacted] account, your November 4, 2015, billing statement had a balance of $5.69, with a $5.69 minimum payment due December 1, 2015.  When no payment was received by this date, a $2.00 minimum interest, and $0.05 for the Credit Protection Plan was charged.  We received the $5.69 payment you made on December 4, 2015 (three days after the payment due date).  We received no further payments on this account.   Although the fees were properly charged on your Macy’s [redacted] account, because the remaining balance from the billing period ending May 5, 2016, through the billing period ending November 4, 2016, consisted of fees only, we removed the accumulated fees in the amount of $29.92 resulting in a $13.75 credit balance.  On December 19, 2016, I requested a Credit Balance Refund Check in that amount be sent to the address listed above.    Additionally, we cleared our internal records of any delinquency associated with both the Macy’s and Macy’s [redacted] accounts for April 2016, through December 2016, and requested that [redacted], [redacted], and [redacted]  Please allow seven (7) to ten (10) business days for the agencies to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of our request. To confirm, as of the date of this letter, your Macy’s and Macy’s [redacted] accounts are closed with a zero balance.   Be assured that we attempt to satisfy our customers whenever possible, unfortunately, this is not always feasible.  Once a Macy’s or Macy’s [redacted] account is closed, it can no longer be reopened. If you wish to have a Macy’s account in the future, you would need to apply for a new account. You may apply online at macys.com, or inside any Macy's store at a register.    Regarding your online order dispute, we received no enclosures with your complaints and I was unable to locate any online orders with your name, email address, mailing address, or phone number.  Please provide a reservation number or order number and I would be happy to research this issue further.  You may contact me at the telephone number below or send a fax to my attention at ###-###-####.    Sincerely,     Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted]         [redacted], Revdex.com

[redacted]   [redacted]   January 23, 2017     [redacted]   Re: Better Business Complaint ID [redacted]        Macy’s [redacted] Account Ending in [redacted]   Dear [redacted]:    I am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.   Our records show that I responded to an inquiry on your behalf from the Office of the [redacted] on July 13, 2016, regarding this same matter.  Prior to August 2015, you had both a Macy’s store account and a Macy’s [redacted] account under one Macy’s [redacted] card.  When the card was presented in a Macy’s store or used online at macys.com, the purchases were applied to the Macy’s store account.  When the card was used outside of Macy’s, the purchases were applied to the Macy’s [redacted] account.  Notification was sent to you in June 2015 informing you that the two accounts would be consolidated into one Macy’s [redacted] account in August 2015.  You had opted to receive online billing statements prior to August 2015, therefore, when the accounts were consolidated, online billing continued.    When you shopped in Macy’s on August 31, 2015, your purchase of $55.93 was placed on the Macy’s [redacted] account.  A minimum payment of $27.00 was due by October 26, 2015.  As I explained in my prior correspondence, we confirmed that billing alerts were successfully delivered to your email address at [redacted], however, you only opened the emails delivered on October 2, 2015, (opened on October 3, 2015), January 2, 2016, (opened on January 3, 2016), February 2, 2016, (opened on February 2, 2016), and April 5, 2016, (opened on April 6, 2016).   We received your payment of $55.93 on May 13, 2016, for merchandise purchased on August 31, 2015.  The current account balance is $274.07 which represents late fees and interest charged during the months of October 2015 through April 2016 according to the Macy’s [redacted] Card Agreement.  We are not able to remove the fees and interest charges you incurred. All fees and interest charges were properly applied to your account in accordance with the Department Stores National Bank Credit Card Agreement.  Your account is currently assigned to [redacted]., an external collection agency.  Please contact them directly at ###-###-#### to make payment arrangements.  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] Enclosures sent via mail   cc:  [redacted]        The Revdex.com           [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.  This is an attempt to collect a debt and any information obtained will be used for that purpose.

November 14, 2017   [redacted]   Re: Revdex.com Complaint #[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 inquiry on behalf of Department Stores National Bank. Please accept my apology for any inconvenience or frustration this matter may have caused.   My research confirmed that on August 22, 2015, you enrolled your account to receive electronic statement notification, and notices are being sent to [redacted]. We have no record of our emails being returned as undeliverable. I also verified that no payments were received for the due dates of September 26, 2017, and October 26, 2017, and your account was correctly reported to the credit reporting agencies as thirty (30) days past due. Unfortunately, we are unable to remove this delinquency from your credit report, as this is was not the result of a billing error. On November 1, 2017, we received your payment of $121.76, which brought your account current. As of the date of this letter your account balance is $465.88, with a credit limit of $4,100.00.   [redacted], thank you for being a Macy’s card holder and allowing me the opportunity to respond to your concerns. If you need assistance on another matter, feel free to contact me at the telephone number listed below.   Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

February 02, 2016[redacted]Dear [redacted]:  We have the exchange set up on document number [redacted] and [redacted]. We will be contacting her to set the delivery for the sectional pieces. [redacted] was sent a Keep As Is Letter to be signed and mailed back for the issues regarding the headboard, footboard. Once the signed letter is received we will process the credit to the original form of payment. When we speak with [redacted] we will confirm all issues have been addressed and resolved.  Sincerely,Macy's Executive Office###-###-####

December
14, 2015
[redacted]
[redacted]
[redacted]
[redacted],
[redacted]
Re:    RevDex.com ID [redacted]
         Macy’s
[redacted] account ending in [redacted]
Dear [redacted]:
Your most recent comments regarding the complaint you
filed with the Revdex.com have been forwarded to me for additional
review and response.  As a representative
of Macy’s Executive Office, and on behalf of Department Stores National Bank, I
was asked to further address this issue. 
I regret that you did not receive the voicemail that Randi P.,
Executive Liaison, left for you on November 3, 2015, at the telephone number
listed in your complaint.  I was able to
leave another voicemail for you on December 8, 2015, at the same number.  I welcome the opportunity to speak with you.
I confirmed that there are no charges remaining on
your account related to the fraudulent charges that were removed, as detailed
in our previous correspondence (copy enclosed). 
If there are additional charges on your account that you would like to
dispute, please provide me with the specific charge information and I will be
happy to investigate further. 
You should now be able to register your Macy’s
[redacted] account online at macys.com to access your account history,
billing statements and make payments to your account.  If you experience difficulty in accessing
your account, please contact our Technical Assistance Team directly at
###-###-####, option 6, and a representative will be happy to assist you.
[redacted], I hope this will clarify any questions that
had remained unanswered.  If I may of
assistance in the future, please do not hesitate to contact me directly at the
telephone number listed below.
Sincerely,
Carye
C.
Macy’s
Executive Office
###-###-####
Enclosure / mailed Dec. 14, 2015
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]