Macy's

[redacted]   [redacted]
January 22, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
        Macy’s account ending in [redacted]
On...

behalf of Department
Stores National Bank: 
Contact Date(s) With Customer:  January 22,
2016
Complaint Summary:  [redacted] applied to reopen her
Macy’s account in October 2015, and was advised she could not use the card
until she has signed an agreement.  Over
a month later, she still had not received the agreement and is unable to use her
account.  [redacted] contacted our credit
department and was given multiple different responses, as well as being told we
would not speak to her about the account.
Resolution:  Upon researching her concerns, I found the
account was requested to be opened on October 12, 2015, and our credit
department stated a hold was placed until she received the Department Stores
National Bank Terms and Conditions.  In
December, a card was sent along with another Terms and Conditions packet.  I contacted [redacted], apologized for the
delay, and was advised she received her card along with the agreement and is
able to use her account.  This resolved
the customer’s concerns.
Stephanie P.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted] Revdex.com

[redacted],
We
are in receipt of Complaint ID #[redacted] in regards to the customer's furniture
order. To resolve the issue, we have set up a return for the furniture
purchased.  At this time, Macy's will
consider this matter closed.
Thanks,
Macy's
Executive Office

June 11, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: 
Revdex.com complaint # [redacted]
    
Bloomingdale’s account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in...

receipt of your complaint filed with the Revdex.com, and
forwarded to Bloomingdale’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.
 
Upon
review, I found that you registered your Bloomingdale’s account to stop paper
statements, and elected to receive electronic billing notices only through bloomingdales.com
on February 28, 2011.  I confirmed that
the e-mail notifications were sent to the e-mail address we have on file of [redacted].  We have no record of our e-mails being
returned undelivered and my research confirmed the billing notices for March
2015 through April 2015 were successfully delivered to your email address.  I have enclosed a copy of your billing
statements for the periods ending December 18, 2014, through May 18, 2015, as
reference.  When a customer is registered to receive electronic
statements on bloomingdales.com and we do not receive a payment for two
consecutive billing periods, we discontinue electronic statements and resume
paper statements until the account is brought current, which happened for your
account beginning April 21, 2015, through May 21, 2015.  If you are not receiving these e-mails, you
may need to add our e-mail address of [redacted] to your contact list to prevent
filtering of our notifications. 
 
Our
records indicate automatic payments were elected by you on August 18, 2012,
with a stop date selected of January 13, 2015. 
Monthly notifications are sent for
automatic payment arrangements 10-days prior to the scheduled payment
date.  When
we did not receive payments on your Bloomingdale’s account during the billing
periods ending March 18, 2015, and April 18, 2015; a late fee and interest were
charged according to the enclosed
Department Stores National Bank Credit Card Agreement. On April 18, 2015, your
account was reported as thirty (30) days delinquent to the credit reporting
agencies.  On
May 4, 2015, the interest charges of $36.26 and $22.98 were removed and on June
1, 2015, I was able to remove the late fees of $25.00 and $35.00 for those two
billing cycles, as a courtesy to you. 
 
It is our
policy not to remove any delinquency unless it occurred as a result of a
billing or bank error.  As a credit
provider, we are obligated to report the account accurately to the credit
reporting agencies, whether it is favorable or unfavorable to the
customer.  After review of your account
history, we found the information we are reporting is correct; therefore, I am
unable to remove the delinquency from your credit report for April 2015 as you
requested.  However, on May 22, 2015, we
requested the credit reporting agencies update their records and report your
account as “customer disputes reporting”.
 
[redacted], thank you for
giving me the opportunity to address these issues.  Please do not hesitate to contact me at the
telephone number below if you have additional questions or if I can be of
further assistance.
 
Sincerely,
 
 
[redacted]
Bloomingdale's Executive
Office
###-###-#### Extension [redacted]
 
Enclosures / mailed June 11, 2015
 
cc:  [redacted],
Revdex.com  
The Bloomingdale's card is issued by Department Stores
National Bank.

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 funds not processed back to your original form of...

payment.  You will be receiving a $55.00 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: ###-###-####

August 22, 2017 [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s store accounts ending in [redacted] (open), [redacted] (lost), and [redacted] (lost) 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 (DSNB).  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you. My research confirms the account ending in [redacted] was opened on January 6, 2017, and merchandise totaling $165.98 (after the New Account Discount) was purchased.  On January 20, 2017, additional purchases were made in the amount of $115.72.  On February 3, 2017, another purchase in the amount of $356.81 was made, as well as a return credit in the amount of $12.01.  The signatures for all three (3) purchases are identical; therefore, the Fraud Claim was denied.   On January 9, 2017, you reported your card as lost/stolen and the account ending in [redacted] was immediately closed and account ending in [redacted] was opened and a new card mailed to you.  On February 24, 2017, you reported your account ending in [redacted] lost/stolen.  This account was also closed and account ending in [redacted] was opened.   On July 17, 2017, after receiving your employee timesheet documents, the claim remained denied.  The documents you submitted are not legible and do not clearly state you were at work during the times of the purchases.  At this time, the denial of your fraud claim remains.  Please feel free to submit a legible copy of your timesheets clearly showing the hours you were at work on January 20, 2017, and February 3, 2017, for further review.  You can email this documentation to [redacted] or fax them to ###-###-####. As of the date of this letter, your account is open with a $200.00 line of credit and an unpaid balance of $772.50, with a minimum payment of $252.95 (of which $191.00 is past due), due by September 17, 2017.   Per the DSNB Credit Card Agreement, you are responsible for payment on the undisputed balance on your account.  We have received two payments on your account for a total of $86.20, with the last payment being received April 7, 2017.  The undisputed balance on your account is $165.98.  On March 31, 2017, after an account and Credit Report review, your credit limit was reduced from $600.00 to $200.00. [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you need assistance.  Until such time that legible documentation is received for our review, we consider this issue closed.  Sincerely,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com  The Macy's card is issued by Department Stores National Bank.This is an attempt to collect a debt and any information obtained will be used for that purpose.

We are in receipt of Complaint ID #[redacted] regarding the consumer's furniture purchase.  We have reached out to the consumer to discuss the issue.  To resolve the matter we  have agreed to discount the order and the consumer will keep the merchandise in its current condition. The...

adjustment was submitted 3/7/2017 and should post to the consumer's  account within 3-5 business days.  At this time, Macy's will consider this matter closed. Thanks, Macy's Executive Office

Revdex.com:
I have reviewed the response made Macy's in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Please view my response to them as detailed in the attached letter. Thank you for your assistance.
Regards,
[redacted] Dear Revdex.com,It appears there's yet another class-action suit in the works being filed against Macy's credit for $2 fees they've been adding to customer bills:https://www.complaintboard.com/macy-039-s-credit-card-l221.htmlThese accruing $2 charges are apparently part of the $32 they claim is still due in my case, even though the balance had been paid. I cannot follow or make sense of the rest of their spreadsheet, provided in lieu of the actual statements that were requested, which would clearly indicate the address they were sending them to as well.Sending statements to incorrect addresses and charging these $2 monthly fees, as occurred in my case, seems to be a common thread throughout the complaints linked to above and on other consumer affairs sites.Please add this information to my complaint. Thank you.Regards,[redacted], [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.  All they did was repeat the claim made to the [redacted], which turned out to be false since I was approved at the initial point of application. As I stated in the complaint, there appeared to be a glitch with processing, however, the fact remains that I was approved not only at that screen but by the subsequent letter I received. The agent did not make a mistake, the respondent did when she failed to acknowledge the initial approval when I first submitted the application. The fact of the matter is that failure to verify is bogus since any phone can send a text message and any smartphone (such as the one I own) can receive it. My complaint is not even remotely resolved.
Regards,
[redacted]

Dear [redacted]: We have received the complaint for [redacted] ID [redacted]. [redacted] states she did not receive full refund of her order after she returned items. After further review, [redacted] was sent a gift card for the remaining refund in the amount of $438.92. We have since removed the...

funds from that gift card and applied them to the [redacted] account used to place the initial order. Based on this, we consider this issue resolved. Sincerely,Michele S.Macy's Executive Office###-###-####

February 14, 2017  [redacted]
  Re: Revdex.com Complaint ID: # [redacted] Dear [redacted]:  I am in receipt of your complaint forwarded to us by the Revdex.com. As a representative of Macy's Executive Office, I was asked to review...

and respond to your concerns. I do apologize for the delay in response. Please accept my sincere apology for any inconvenience you experienced due the delay for credits for the non-receipt of your order #[redacted]. I have issued the credits and you should be able to view them on your Macy's account ending in [redacted] within a few days. Certainly, this should have been handled in a timely manner. We regret the disappointment in the customer service you experienced. This level of service did not meet your expectations or our own. If you have any further questions or concerns, please do not hesitate to contact me at the number noted below. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

Good morning [redacted], Per my research on [redacted] investigation withtracking#[redacted] shows that package was lost in transit and will be refunding merchant. Allow 5-7 business days for refund. Voicemail left for customer in regards to refund of entire order.  Apology given and issue...

considered to be resolved. Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

July 26, 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 confusion there may have been in this situation regarding your account payments.   My research confirmed that we processed the refunds of your two overpayments.  The refund of $233.57 was issued on May 12, 2016, and your refund of $233.37 was issued on June 13, 2016.  If you have not received these refunds, please contact me and I will investigate further.  We do not compensate customers for situations of this nature, therefore I must respectfully decline your request for compensation.  As of the date of this letter your account is open, with a limit of $1,700.00 and a zero ($0.00) balance.   [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

January 19, 2017   [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who had not received the Worry No More kit with the certificate at the time of delivery of his chairs. We have shipped the kit to the customer via UPS and have offered compensation...

due to this delay in shipping the kit to him.  At this time, Macy's will consider this matter closed. Thank You, Sincerely, Macy's Executive Office

[redacted]   [redacted]
October 16, 2015
[redacted]
[redacted]
[redacted], [redacted]
Re:  [redacted]
        Better Business...

Bureau Complaint ID
[redacted]
        Macy’s account ending in 0548-2
Dear
[redacted]: 
I am
in receipt of your complaint filed with the [redacted] and forwarded to Macy's Executive Office on September 9, 2015.  We also received the Revdex.com complaint
you filed on September 15, 2015.  As a
liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
It was a pleasure speaking with you and I appreciate the courtesy you
extended during our conversation.  This
letter is a follow up to our discussion.
After
speaking with you, I can certainly understand your frustration with the
difficulties you encountered in trying to access your account information and
pay your bill online at macys.com.   I
was disappointed to learn about your multiple attempts to resolve the situation
with our Credit Customer Service Department and the lack of follow through or
resolution to your online issues by our telephone representatives.  Be assured, the service you described
receiving is not typical of the level of customer service we strive to provide
and we appreciate your bringing this matter to our attention. 
As
discussed, we recently converted our credit system and the credit management
pages of our website. We did not anticipate the level of difficulties we
experienced with the website during the conversion. Information was posted on
the website for a short period of time beginning in late August, and I
apologize that this information was no longer posted when you went online to
pay your bill. I was pleased to learn that you were able to successfully enroll
to manage your Macy’s account online by the time we spoke on September 28,
2015. 
Upon
review, I was able to confirm that we received your September 5, 2015, payment
in a timely manner with no negative impact on your account.  I also confirmed that we received your recent
online payment October 5, 2015.  If you
still need copies of any of your billing statements, please let me know and I
will be happy to mail them to you. 
Thank
you again 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.  If I can be of further
assistance, do not hesitate to contact me at the telephone number listed
below. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted]
       [redacted], Revdex.com

[redacted]   [redacted] July 21, 2016  [redacted]
[redacted]
[redacted] Re:  Revdex.com Complaint 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. Please accept my sincere apology for any frustration this matter may have caused you. According to the terms of the Department Stores National Bank Credit Card Agreement, interest is charged on the outstanding balance of your account until the day you pay the full balance owed.  For example, if you have been paying only the minimum payments on your balance and you then decide to pay your balance in full, you will be charged interest 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 money loaned to you during that period, and will appear on the next month’s billing statement.  This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  The current Annual Percentage Rate (APR) on your account of 24.5% is presently the lowest rate we offer, which cannot be changed.  In using your account, you consented to the terms of this Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.   In researching this matter, I found that the billing statement for the period ending February 16, 2016, had a $2.83 balance (interest charge for previous balance), with a $2.83 minimum payment due by March 14, 2016.  When no payment was received by this date, your account was charged a $2.83 late fee and $2.00 interest charge.  The billing statement for the period ending March 18, 2016, had a $35.40 balance (including the $27.74 purchase made on February 23, 2016), with a $29.83 minimum payment due by April 14, 2016.  We did not receive a payment until June 24, 2016; therefore, your account was charged late fees and interest charges until this date. However, the payment received on this date was returned on June 29, 2016.  Due to four consistent months of non-payments, your account was closed on June 19, 2016.  Enclosed are copies of your statements from the period ending February 16, 2016, through June 17, 2016, for reference. We have no records that your billing statements were sent to your email address on file ([redacted]).  Therefore, on June 27, 2016, our Credit Authorizations Department re-opened your account.  Your credit limit was re-established to the $1,200.00 limit that was on the account before it was closed.  You may contact our Credit Authorizations Department to request a credit line increase at the telephone number on the back of your Macy’s card.   We received your payment of $27.74 on July 11, 2016, and all late fees ($106.66), interest charges ($11.11), and the $27.00 return check fee have been removed.  On July 8, 2016, a credit representative cleared our internal records of any delinquency associated with this issue and requested that [redacted], [redacted], and [redacted] delete the delinquencies for November 2015 through June 2016.  Kindly allow thirty (30) days for the agencies to update their records.  As of the date of this letter, your account is open with a zero ($0.00) balance. [redacted], thank you for allowing me to respond to your concerns.  Feel free to contact me at the telephone number listed below if I may be of any assistance on another matter.  Sincerely,   Stephanie C.Macy's Executive Office###-###-#### Extension [redacted] Enclosures /mailed July 21, 2016 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]

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 read Regina M.'s response and yes I did speak with her on January 21st and she told me I would be contacted by Sales Manager Mary E. and Mary did contact me two days later by phone. We discussed the situation and made an appointment for Thursday 4pm January 25th for my wife to bring the ring and ALL the receipts that we had. Mary E. said we could leave all the receipts with her as it might take a few days to figure out exactly the model ring identification from the receipts. When my wife showed up on time as requested she was treated rudely and told once again the same old line that they couldn't accept a return of the ring without the little tag attached, even though the whole point of the appointment and receipts was to accomplish a return without the little tag as promised by Regina M. days earlier. Mary E. did not look through the receipts SHE had requested nor did she keep them for a few days as SHE said she would need. So the appointment was a complete waste of time and Mary E. had just lied about everything she had told me she would do. Then I read the response letter from Regina and ascertained they had no intention of helping at all from the very beginning. I think a small claims court judge would have no problem understanding exactly what took place and what the intentions of the retailer were. They don't even know the inventory they are selling to the public and don't care about accountability once it is sold. In this situation we had one set on return policies for when the item was purchased and then another whole new set of return policies when we tried to return it. That's deplorable.  
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.   
Unfortunately I decline and I am still adamant on it being a poor business practice to double the minimum payment due to a 2 day lateness for unforeseen circumstances,   regardless of the “courtesy” of waving the fees - but continuing to tack on them monthly  moving forward just because of their “  agreed terms of the Department Stores National Bank Credit Card Agreement “Perhaps someone should take a look at the number of unsatisfied customers- especially those relating to these kinds of circumstances.  Doesn’t seem like this has helped the cause of Macy’s continuing to decline.I sent $4.00 after my payoff amount to cover any outstanding balance- no need to do me another “courtesy” This long time customer will never return to Macy’s. [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.  Regards, [redacted]

August 10, 2017     [redacted]   Re:  Revdex.com Complaint ID #[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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   Unfortunately, merchandise can be inadvertently placed by a customer or sales associate in the incorrect area in all stores and honoring prices is not a requirement.  All instances of this nature are handled on a case by case basis.  I am happy to inform you the Store Manager at [redacted] has agreed to refund you the $8.00 price difference of the shirt, as a courtesy, and he will work with you directly for the accommodation.     [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Store Manager, [redacted] location