Macy's

Dear [redacted],We are in receipt of Revdex.com Complaint ID # [redacted]. We have made several attempts to contact the referenced customer, however we have not been able to reach him through his email provided by him on his order or speak to him by phone.   I have carefully reviewed all matters as...

expressed in the complaint.  I'm sorry [redacted] reservation’s #[redacted] and #[redacted] dated 12/11/2016 was not processed.  The order was canceled because our Consumer Protection Department was not able to match the information on his order to the billing information at the bank or Credit Card Company provided by the customer.We have implemented many different security measures to ensure the security of our shoppers. One of our security measures is to verify the billing information provided by our shoppers with the billing information on file at the issuing bank of the credit card used to place the order. Unfortunately, our Consumer Protection Department was unable to verify all of the provided information, and the order has been cancelled. Please know that we take the security of our customers’ information very seriously. Our security policies are in place for the protection of our customers. We will continue to work diligently to protect our customers from unauthorized charges and to make the shopping experience with us as safe for our customers as possible. Based on this, we consider the matter closed satisfactorily. Thank you.  Beverly P. Omnichannel Presidential ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### EXT: 38526| Email:  [redacted]

December 11, 2015[redacted]Re:  Revdex.com ID [redacted]      Bloomingdale's account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Bloomingdale's Executive Office by the Better Business...

Bureau.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  I apologize for any inconvenience you may have experienced.In reviewing your account, our records indicate that the billing statement for the period ending July 26, 2015, had a $128.95 balance with a $25.00 minimum payment due by August 26, 2015.  We received your $128.95 payment on August 29, 2015, and in accordance with the DSNB Credit Card Agreement, a $25.00 late fee and $2.96 interest was charged to the account resulting in a new balance of $27.96, with a $27.96 minimum payment due by September 26, 2015.  On August 31, 2015, a partial late fee credit of $12.00 and $2.96 in interest was removed from the account as a one-time courtesy.  The account was charged a $2.00 interest charge resulting in a new balance of $15.00 with a $15.00 payment due by October 26, 2015.  When no payment was received by this due date, the account was charged a $15.00 late fee and $2.00 interest resulting in a new balance of $32.00 with a $32.00 minimum payment due by November 26, 2015.  We received your $32.00 payment on November 25, 2015.  As a courtesy to you, I removed the remaining $2.00 interest from the account on December 9, 2015.  Because the balance you paid on your account consisted of fees on fees, I processed a $30.00 credit for the late fees from the September and October billing statements.  This credit resulted in a $30.00 Credit Balance on the account, for which I requested a Credit Balance Refund check to be sent to you at the above address under separate cover.  Please allow seven to ten business days to receive the check.  [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please contact me at the number listed below. Sincerely,Janice D.Bloomingdale's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

[redacted]   [redacted]   October 14, 2016     [redacted]   Re: Macy's Account Ending in [redacted]      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 Department Stores National Bank (DSNB).   I want to extend our appreciation and gratitude for the service you have unselfishly given to our country.  We respect and honor you as a veteran.     I regret any inconvenience you may have experienced regarding the above-referenced Macy's account.  I have enclosed copies of your monthly statements from January 16, 2016, to the present for your records.  Your account was opened on January 16, 2016.  As shown on the billing statement for the closing date of January 29, 2016, purchases totaling $482.35 were made on January 16, 2016, and you received a new account discount totaling $71.64.  The new balance owed was $410.71 with a $27.00 minimum payment due by February 25, 2016.  We received a $300.00 payment on February 15, 2016.    The billing statement for the February 26, 2016, closing date, shows new purchases totaling $238.47 were made on February 16, 2016, and your account balance was $302.12 with a $27.00 minimum payment due by March 25, 2016.  No additional payments have been received on your account, resulting in monthly late fees and interest charges until the account charged off on September 29, 2016, with a balance of $614.76.   Our records show you registered your account online at macys.com for online bill pay on February 15, 2016.  At that time, you also chose to receive your billing statements online.  We show that billing alerts were successfully delivered to you at [redacted] each month from March 2016 to September 2016.  These billing alerts advise our customers that a new statement is available and directs them to sign into our secure website to view their statement.    As a credit provider, we are obligated to report the account accurately to the credit reporting agencies.  It is not DSNB's  policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or bank error.  After researching the delinquency on your account, we found our information to be correct.  Our records indicate we did not receive payments on the account from March 2016 to the present.  Unfortunately, we are unable to accommodate your request to remove the fees from your account or the delinquency from your credit report.   The account was assigned to an outside collection agency, [redacted], for the outstanding balance of $614.76.  Please contact [redacted] at ###-###-#### to establish payment arrangements. [redacted], thank you for contacting our office with your concerns and giving us the opportunity to respond.  Sincerely,   [redacted] M.Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc: [redacted]     The Revdex.com      [redacted] 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

[redacted]   [redacted]
January 13, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com ID
[redacted]
      Macy’s account ending [redacted]
On
behalf of Macy’s and...

Federated Department Stores Bank: 
Contact Date(s) With Customer:  January 12,
2016
Complaint Summary:  [redacted] has had a credit on
his Macy’s account and requested multiple 
credit balance refunds. He has
not received a credit balance refund check and requested the Revdex.com’s assistance
in receiving the check.
Resolution:  I spoke with [redacted] on January 12, 2016
and apologized for his experience.  I explained
the reason he did not receive the check was related to our system
conversion.  I offered to process a
direct deposit to [redacted] personal checking account and he gave me permission
to do so.  On January 12, 2016, a direct
deposit was initiated for $818.39 and should post to his personal checking
account within three (3) business days.  [redacted]
[redacted] is satisfied with our resolution. He is welcome to contact me directly in
the future if he needs any assistance.
Stephen C.
Macy’s Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Revdex.com

[redacted],
We
received the rebuttal for [redacted] regarding ID [redacted]. The customer
stated they have not received the refund for their defective merchandise. We
have left a message with the customer to advise that once the merchandise is
picked up, the credit will post to their Macy's account. We advised the
customer to call to schedule return date with referenced return document.
Macy's
Executive Office

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].Her refund from the Gift Card has been processed back to her original method of payment. Based on this we consider this issue resolved. Michele Solomon CouncilOmnichannel Presidential CorrespondentOmnichannel...

Selling and Service Escalation Team | MCCS Executive Office

September 19, 2016[redacted] Re: Revdex.com Complaint ID #[redacted] Macy’s Gift Cards ending in [redacted], [redacted], [redacted], [redacted], [redacted], and [redacted]Dear [redacted]: I am in receipt of your reply regarding Macy’s response letter to your Revdex.com complaint. As a representative of Macy’s Executive Office, I was asked to review and respond to your continued concerns. I am sorry that you feel our letter dated August 31, 2016, did not adequately explain our decision.Upon further review, I confirmed with our Consumer Protection Department that the six Macy’s Gift Cards used online at macys.com in September 2015, have a security hold on them due to suspicious order activity. Since these gift cards have been identified with a high risk pattern, our position has not changed and I must respectfully decline your request to reissue these gift cards. However, if you are able to provide the documentation as we requested, we are happy to replace the gift cards. Thank you for the opportunity to respond to your objections. 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,Alison G.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Regards,
[redacted] I spoke with someone from the Executive Office and she was willing to remove an interest charge of  $2'..00.  Their reply was prompt and handled professionally however I still have not been able to access my account on line after making several calls to customer service I am cut off. I am able to access my account on the automated system but given an incorrect balance of $200 plus. I had a zero balance.   I made a purchase of $179.00 on 9/12 but when I  called on the phone I was told my balance was the $200 plus.  I was able to talk to a live person  several times and each time told I had the wrong department and when transferred got cut off.  I will contact the person I spoke to at the Executive Office. Thanks [redacted]

[redacted]   [redacted]
January
27, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's
account ending in [redacted] - closed
Dear
[redacted]: 
I am
in receipt of your most recent complaint forwarded to Macy's Executive Office
by the Revdex.com.  As a
representative of this office and because I am familiar with your file, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank (DSNB).  I apologize if my
previous response did not address your concerns. 
I
understand your disappointment that the $720.20 in deferred interest from your
Special Event Account was assessed once the promotional period ended in
November 2014.  As stated in my letter
dated December 31, 2015, each of your billing statements did contain a written
notice on the first page stating “You must pay your Special Event Account
balance showing a payoff due date of November 3, 2014 to avoid paying deferred
Interest Charges”.  Unfortunately, we
must respectfully decline to remove the interest because it was properly
assessed.
[redacted], we truly do value your business and we regret that you closed your
account.  Although we don’t want to lose
you as a customer, I have to decline your request for a gift card or adjustment
as we did not make any errors in this situation. If I may be of assistance on
another matter, please contact me at the number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc: 
[redacted], Revdex.com

February 23, 2017 [redacted] Dear [redacted]: I am writing in regards to complaint ID # [redacted]. I worked with customers [redacted] and [redacted] to resolve the adjustable base. We had the new version of the adjustable base delivered on,...

2-17-17 to resolve their concerns. At this time, Macy's finds this matter closed. Sincerely, Macy's Executive Office ###-###-####

February
26, 2016
C[redacted]
3[redacted]
[redacted] 
Re:  [redacted] – Case #[redacted] 
        Revdex.com complaint ID
[redacted]
        Macy’s
account ending in 5732
Dear [redacted]:
We are in
receipt of your complaints filed with the Consumer Financial Protection Bureau
and 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.  Please
accept my apology for any frustration you may have experienced in this
situation regarding your Macy’s account and for the service you described
receiving. 
Our
telephone calls were intended as a courtesy to remind you of a recently missed
payment and represent an opportunity to assist our customers with maintaining a
good payment and credit history with us. 
When you answer the phone, it may take a couple seconds for our
associate to be connected to the call. 
We
recently underwent a system conversion for the Macy's credit card
accounts.  Unfortunately, the
implementation of this upgrade caused some challenges, one of which was the truncating
of the address on some accounts with long addresses.  My review confirmed that your account was
affected by this transition and your card and billing statements were returned
to us by the post office.  A correction
is now in place. I have included copies
of your billing statements for August 2015 through January 2016 for your
review.  We’ve corrected this issue for
affected customers and management is currently evaluating how to treat affected
cardholders. 
I removed
all remaining interest charges and late fees that were not adjusted previously,
totaling $67.45.  This adjustment leaves
a credit balance of $39.45, which I have taken the liberty of refunding to you
in the form of a check which you will receive under separate cover in 7-10
business days.  We deleted the record of
delinquency from our records related to this situation and directed the credit
bureaus to correct their records as well. 
Please allow 7-10 business days for the bureaus to respond to our request.  Also, the credit limit of your account was
returned to $600.00, and a card was requested for you on January 11, 2016.  If you have not received it, please call me
at the number below. 
Thank
you for allowing me to respond to your inquiry. 
Should you have any additional questions, feel free to contact me at the
telephone number listed below. 
Sincerely,
Michael J.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
[redacted]  [redacted]
      [redacted], Revdex.com

May 1, 2017   [redacted]   Re: Revdex.com Complaint ID #[redacted]   Dear [redacted]:   I am in receipt of your Revdex.com Complaint, which was forwarded to Macy’s Executive Office.  As a liaison of this...

office, I was asked to review and respond to your concerns. I was unsuccessful in reaching you by phone on April 26, 2017, and left a voice mail message on the machine.  I sincerely apologize for any inconvenience this matter may have caused you.                                         ...⇄ I was disappointed to hear of the customer service issues you describe in your letter, as it is not indicative of the quality customer service we strive to provide.  Macy’s expects each facet of its operations to meet exceedingly high levels of service.  Your feedback is critical as it assists us in truly understanding our customer’s experiences and directs our attention to areas in which we can improve our service quality.  Please be advised that a copy of your complaint along with my response has been forwarded to the correct parties so that they may address this issue directly with the representatives involved.   After speaking with the Store Manager, I was pleased to hear that you have been in contact with the Men’s Department Manager, John C., regarding this matter.  I have confirmed that you arranged a time to return to our [redacted] store location to complete your return transaction.    [redacted], I appreciate you bringing this matter to our attention and for providing me the opportunity to respond.  If I may be of further assistance in the future, please feel free to contact me at the telephone number listed below.   Sincerely,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com      Store Manager, [redacted] store location

March 29, 2016
[redacted]
1 E Fourth Av.
Suite 600
Cincinnati, Ohio 45202
Dear [redacted]:
March 29, 2016
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,

Jan B. Macy's Executive Office
###-###-#### Extension [redacted]

CC: [redacted]

[redacted]   [redacted]   January 17, 2017   [redacted]   Re:  Revdex.com, Complaint ID [redacted]   Dear [redacted]:    I am in receipt of your complaint filed with the Better...

Business Bureau, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.   Since receiving your complaint on December 7, 2016, several attempts to reach you via telephone and email have been made by myself and the Vice President Store Manager of the Macy’s [redacted] Store.  Most recently, I left a voicemail for you on January 9, 2017, with my contact information. We are anxious to respond to your concerns but simply cannot do so until we obtain additional information.   We appreciate you bringing your concerns to our attention and welcome the opportunity to discuss this further.  I encourage you to reach me at the telephone number listed below, or via email at [redacted], at your convenience.   Sincerely,   Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       [redacted], Vice President Store Manager, Macy’s [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 emailed you on 10/28 regarding my minimum payment for my Macy’s account and why it is so high, and never received a response from the Revdex.com or Macy’s. I am considering filing another complaint as my issue is not resolved. Can you please assist?Thanks,[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. 
Regards,
[redacted] Pls. refer to my most recent response to Ms. M.'s handling of this case. To reiterate, I did not receive these so called e-mails and any communication should have cited specfic items of purchase. This $ 305.00 credit black mail occurred from a purchase of a single pair of shorts I purchased on route to the beach. My wife on the other hand orders and receives e-mail of her Macys deliveries probably monthly via [redacted]. Don't you think I would response to accordingly to any bill if I received it at [redacted]. I would like to have Ms. M.'s supervisor  contact me ASAP and offer some resolvement to this  case. Is her resolvement to long time Macys customers really just to give a "collection agency" a call. Maybe a long term conflict with Macy is in order just to inform people in Hawaii what Macys is truly like  and in terms of loss PR and $ lets carrry this on based upon priniciple. Sincerely, [redacted]Ph. ###-###-####

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 as long as all the delinquencies reported starting in December 2014, are removed from my credit report. As I stated before, my account had been on autopay for at least a year before the payment failed to go through causing the account to go into delinquent mode. No change was made on my side, or the bank's side, and the funds have always been there. The only error on the transfer attempt originated on Macy's side. I am very glad that this was satisfactorily solved. I really value, and really strive for, a great credit rating.Thank you very much for following up on this and for your attention to this matter.
Regards,
[redacted]

December 30, 2016  [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 refund being issued as a gift card and delay for the refund credit back to your [redacted] account. The credit for $16.37 has been issued, you should be able to view this within 10 days. We regret the disappointment in the customer service you experienced. This level of service did not meet your expectations or our own. [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 at the telephone number listed below. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]
 
September 14, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
Re:  Shopping Experience
 
Dear [redacted]: 
 
I am in receipt of your recent complaint...

filed with the Revdex.com regarding your checking account being charged multiple times for one transaction.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns.  It was a pleasure speaking with you on September 3, 2015. 
 
I was disappointed to learn about the system failure that you experienced when making a purchase at the Macy's [redacted] location that caused your purchase to debit your checking account three (3) times.  I was also sorry to learn about the level of service that you described receiving from the associate and the manager who assisted you.  Please be assured that the service you received from our staff is not typical of the high level of quality customer service we strive to provide, and we appreciate your bringing the situation to our attention. 
 
As a company committed to outstanding customer service, Macy's goal is to have professional and courteous sales professionals available within every department so that all of our customers may have a positive and rewarding shopping experience.  Although we do not like to hear that we did not meet your expectations, your comments are important to us, as they provide us an opportunity to follow up with the appropriate action. Therefore, I have forwarded your feedback, as well as my response, to the Store Manager, [redacted], at the Macy's [redacted] location, where he will address these issues with the associate and manager involved.
 
Upon review of your checking account, we confirmed that the two additional charges were credited back to your account.  We also issued you a check, in the amount of $36.00, to reimburse you for the overdraft fee charged to your checking account as a result of a Macy's purchase being debited to your account three times.  You will receive this check under separate cover within seven (7) to ten (10) business days. 
 
[redacted], thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If you need additional assistance, please do not hesitate to contact me at the telephone number listed below.
 
Sincerely,
 
 
 
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  Revdex.com
     Complaint ID: [redacted]

[redacted]   [redacted]
 
July 23, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re: 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.
 
Thank you for the courtesy extended during our telephone conversation on July 16, 2015.  This letter will confirm our discussion.
 
As we discussed, the payment of $35.00 using the checking account number ending in 0491, made on July 4, 2015 through our Voice Recognition Unit (VRU) was returned on July 8, 2015, the reason for the return indicated the checking account used for the payment was frozen or blocked.  The $35.00 payment you made with one of our Credit Customer Service representatives by telephone on July 9, 2015, with the checking account number ending in 0491, was returned on July 14, 2015, because the checking account used was frozen or blocked.  If you believe these payments were returned in error, please contact your bank.
 
We have thoroughly reviewed our systems and the above-referenced account, and determined that there was no error on Macy's part that caused the payments to be returned.  Also, there is no block on the above-referenced Macy's account that would prohibit a payment from being applied to the account.
 
Macy's offers numerous ways to make payments on a Macy's credit card.  You may mail payments, pay by telephone, pay online at macys.com, pay in store, or use another web bill pay service.  When mailing payments, please send them seven (7) to ten (10) business days before your due date to ensure they are received timely and to avoid a late fee.  Our Online Bill Pay service on macys.com is free of charge and payments post to your account with the date you make them online.  Of course, you may pay at any register in our stores, and those payments post immediately to your account. 
 
I understand from our conversation that you have experienced difficulties viewing the above-referenced Macy's account online at macys.com, as you state it has been removed from your macys.com profile.  Please know, Macy's does not change or alter a macys.com profile without the permission from the macys.com profile holder.  Our records indicate Macy's, or anyone working for Macy's, did not remove the above-referenced Macy's account information from your macys.com profile.  Since the account was removed from your macys.com profile, you will need to add the account number listed on the monthly billing statement to your profile.  To add the account number please log in to your macys.com profile navigate to the “My Account” link at the top of the page.  Then proceed to the “My Profile” link on the left side of the page.  Next click on the red button labeled “Add Another Card,” type in the account number and the last four digits of the social security number associated with the account. Finally, click the red “submit” button, which will complete the process for adding the above-referenced Macy's account to your macys.com profile.
 
On July 8, 2015, the above-referenced Macy's account was charged a $25.00 return check fee; however, on July 9, 2015, that return check fee was waived as a courtesy.  In the interest of customer service, I held the late payment fees and interest charges for one (1) month so you may have enough time to submit a replacement payment.  As of the date of this letter, the above-referenced Macy's account has a balance of $557.06 with a Now Due amount of $50.00.
 
Ms. Lewis, thank you again 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 at the telephone number listed below if I may be of further assistance.
 
Sincerely,
 
 
 
Caroline H.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted]
    Cincinnati Revdex.com Complaint ID [redacted]