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.  I have just recieved in my email inbox for the first time that the Revdex.com is waiting for a response from me and when I clicked on the link it tells me that the complaint has been answered and is closedI noticed the response from macys"MESSAGE FROM BUSINESS:Dear [redacted],We are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily.Thank you,"And I want to note that they a woman had contacted me from macys to discuss the complaint a while back almost a month ago by now and we ended off that she would be back in touch and needed a few days to see if a previous rep will be handling as noted and if not she will "take over the case"She had called me back one more time and I told her it was not a good time and to please try me later onSonce then she has not contacted me once and I have made several attempts to get back in touch with her I even called macys corporate for online sales and they told me they see noted that she is taking care of it but they cannot see any details and they will be leaving her a message to get back to me.I STILL HAVE NOT HEARD ANYTHING BACKI find it insulting that they will respond to the Revdex.com claiming they contacted me and that the matter has been resolved.Absolutely not the caseNo resolution has been reachedTHANK YOU[redacted]

January 11, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   I am in...

receipt of the complaint filed with the Revdex.com as well as your letter addressed to [redacted], Chairman and CEO of Macy's, Inc. 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.    In researching this matter, our records confirm that for the billing statement ending May 24, 2016, the balance was $39.99 with a minimum payment of $27.00 due by June 20, 2016.  We received a payment of $27.00 on May 27, 2016.  For the billing statement ending June 23, 2016, a payment of $14.99 was due by July 20, 2016.  When no payment was received, a $2.00 interest charge was added, bringing your balance due for the statement ending July 24, 2016, to $16.99.  Late fees started to accrue in August 2016 and continued monthly, along with interest charges, until we received your payment of $39.98 on November 1, 2016.  As a courtesy, $72.98 in late fees were removed, bringing your account to a zero ($0.00) balance.    According to the Department Stores National Bank Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the payment due date.  The fee will be $27.00; or $37.00 for any additional past due payment during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.  My review of this matter found that all interest and late fees were correctly charged to your account in accordance with the Credit Card Agreement.    Further research confirms that electronic billing statements were sent to the email address provided of [redacted].[redacted].  Email alerts are sent to inform a customer when an available statement is available to view.  To view the statement, you must click the link enclosed in the email which will direct you to view your billing statement.  I confirmed that the e-mail billing alerts were successfully delivered to your email address and emails were opened on the following dates:   ·         June 27, 2016 ·         July 27, 2016 ·         August 27, 2016 ·         September 27, 2016 ·         October 28, 2016 ·         November 26, 2016   According to the terms of the Department Stores National Bank Credit Card Agreement, you agree to notify us promptly in writing if you move.  Until we receive written notice of your new address, we will continue to send statements and other notices to the address in our records.  This also includes updating your e-mail address and phone number when it changes. 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 as you requested.  However, on November 16, 2016, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting".   [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]   cc: [redacted], Revdex.com

December 1, 2016     [redacted]   Re: Revdex.com Complaint ID #[redacted]   Dear [redacted]:   I am in receipt of your additional complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to further review and respond to your concerns.  I apologize for any inconvenience this matter may have caused you.   I was disappointed to hear of the customer service issues you described experiencing in our Pembroke store location, 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.  The information you provided, as well as my response, has been forwarded to the appropriate parties so that they may address this issue directly with the associate involved.  Please be assured that Macy’s does not participate in misleading or unethical business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with all applicable laws.   As a security measure, a driver’s license may be scanned at the register to ensure that the identification presented is valid.  This procedure allows the associate to confirm the appropriate party is picking up the order.  I can assure you that we do not store any of your information within our system.   [redacted], your feedback is important as it allows us an opportunity to learn of areas in which we can improve our service quality.  Therefore, I want to thank you for taking the time to share your experience as well as giving me the opportunity to respond.  If I may be of further assistance 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]

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.  Sorry for the delay in replyI actually left a voicemail for [redacted] regarding this. I just received notice from my bank that they had received the payment on 11-23 but did not originally process it. They have now processed it and I have my money. Please close my case Thank you[redacted] 
Regards,
[redacted]

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:
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 Theresa from the customer service department has fully resolved my issue. 
Regards,
[redacted]

March 31, 2016[redacted]Dear [redacted]: I am in receipt of your complaint ID [redacted] forwarded to us by the Revdex.com. As a representative of Macy's Executive Office, I was asked to review and respond to your concerns. On behalf of...

Macy's, please accept my apology for any inconvenience you experienced due to not receiving your refund for missing items. As per our conversation, I have processed a credit in the amount of $48.54, which will be put back on your Visa. You should see this credit within 3-5 business days.Thank you for taking the time to speak to me regarding your issue.Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Hi [redacted],  I have faxed you few documents supporting and describing the case. I hope that helps.1) Police Report and Investigation report by [redacted] police department, where the investigation describes the suspect and the lapse by Macy's. Macy's allowed the transactions by thief even after...

police investigated the case by reaching out to Macy's.2) Police Report filed at [redacted] Police department ([redacted] is my residence for past 7 years). 3) Credit Report by [redacted] about the two derogatory Macy's accounts (one of which I never requested to open and the other account was opened by me but all transactions from the time of first theft (17th Dec) are fraudulent)4) Credit Report by [redacted] about the same two Macy's accounts5) Sequence of Events   Thank you for the help. I was feeling very helpless when my repeated calls to Macy's were yielding no results. I am glad to come across Revdex.com and the hope it gives to individuals like me when trying to reach out to Macy's itself is a great service.Can I please request to let me know if you have received the fax ? Thanks,[redacted]

March 15, 2018[redacted]RE: Revdex.com Case #[redacted]Macy's Account for [redacted]Dear [redacted]:I am in receipt of your Revdex.com complaint submitted on behalf of [redacted] regarding her Macy's account. As a liaison in Macy's...

Executive Office, I was asked to review and respond to this request on behalf of Department Stores National Bank (DSNB).Because you are not listed on [redacted] account either as a joint or an authorized signatory, it is not the Bank's policy for us to correspond with you regarding [redacted] account; therefore a separate response is being addressed to [redacted] directly.Thank you for contacting out office, and allowing me the opportunity to respond. If you have further concerns or questions, feel free to contact me personally.Sincerely, Briana D.Macy's Executive Office###-###-#### Extension [redacted]Cc: [redacted], Revdex.com

October 10, 2016   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] 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.    I was disappointed to read about your experience when calling our Credit Customer Service Department.  As a company committed to outstanding service, I assure you that we do not condone or tolerate rude or unprofessional behavior.  I forwarded your concerns to the appropriate parties so that they may address this matter directly.  Please accept my apology for any inconvenience or frustration you may have experienced.   Upon reviewing your account, the notes confirm the address is accurate as listed and on September 21, 2016, a duplicate card was mailed to you at that address.  Once you receive the card it will need to be activated.  As of September 29, 2016, your account balance is zero ($0.00).  For your records, I have enclosed a copy of all of your statements for April 2016 through September 2016.  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 issues receiving your mail.   Regarding the return or exchange of the merchandise, you do not need your card in order to return items in store.  The sales associates are able to locate your account using your Driver’s License or State Issued Identification Card.    [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 at the telephone number listed below if I may be of further assistance.   Sincerely,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed October 11, 2016   cc: [redacted], Revdex.com       Manager, Credit Customer Service

Attached please find the letter for customer [redacted] in regards to complaint ID # [redacted]. We are honoring the request to adjust the merchandise total 20%. Macy's find this resolved and closed.  Thanks,[redacted] March 31, 2016Dear Mr. Culen:  I am writing in regards to your Revdex.com Rebuttal for complaint ID # [redacted]. We are happy to honor an adjustment in the amount of 20%. Within 3-5 business days after the delivery has been completed the adjustment amount of $387.47 will post to your Macy's account. We are truly sorry for the experience you had with your purchase, I hope I was able to turn this around. Macy's finds your complaint resolved.  Sincerely,Macy's Executive Office###-###-####

March 03, 2017[redacted]Marketplace Resouce ConsultantCincinnati Revdex.comre: Revdex.com Compliant ID ([redacted])Dear [redacted]: I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to her satisfaction. Based on this...

information, Macy's considers this matter closed and resolved. 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

Hi [redacted], I am in receipt of complaint #[redacted] or [redacted], forwarded to us by the Revdex.com.  I have reviewed [redacted]s complaint and I am listing the actions that took place to accommodate the Jings.  I spoke to [redacted] on Monday, 9/18/2017 and...

honored the discount amount of the $128.26 which was applied to their Macys account.  I have also took proper measures to have her account terms on her new sales check #[redacted] to be updated to the correct 24 months terms instead of the 12 months.  The [redacted] should see this reflected on their next month’s statement.  I have also updated the [redacted] that the terms will be changed as well.  Macys considers this matter resolved and closed at this time with complete resolution. Thank you,  Sandy M.Omnichannel Presidential Liason  Correspondent | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-####  Fax:  ###-###-####

January 29, 2016
[redacted]
Re:  RevDex.com complaint #[redacted]
        Macy’s [redacted]...

[redacted] account ending in [redacted]
On behalf of Department Stores National Bank:
Contact Date(s) With
Customer:  January 28, 2016
Complaint Sum[redacted]:  [redacted] received a statement in September of
2015 for a charge of $18.27 that she had not made.  She contacted our customer service department,
explained the situation, and was assured the charges would be removed.  Another statement came in October showing she
had late fees, and again, she contacted our customer service department.  [redacted] was advised to fill out a
statement of fraud, which was sent in on October 3, 2015, and was told it would
take 60 days to process her claim.  She
started receiving collection calls in December and contacted our customer
service department once more.  [redacted]
was told the fraud claim was closed and the charges were cleared.  In January she received another collection
call and was advised the charges were not removed.
Resolution:  I contacted our fraud department to review the
fraudulent charge of $18.27 and advise if we may remove the charge as well as
the late fees and interest charges.  A
total of $167.83 was removed from her account as well as the delinquencies
associated with the situation.  I spoke
to **. [redacted] and advised the charges have been removed and her account is at a
zero ($0.00) balance.  I also stated that
we have cleared our internal records of any delinquency associated with this
issue, and requested that [redacted], and [redacted] delete the
delinquencies for August 2015, through January 2016.  This resolved her concerns.
Stephanie P.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

February 18, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her macys.com order #[redacted]. An accommodation order was placed for the missing item with an expected...

delivery date of February 20, 2016. In addition, I confirmed that the authorization hold has fallen off of her credit card. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Thank you for checking, we have no new information in our files.  If [redacted] would like more information or clarification, he is more than welcome to contact Alison at number in the letter.  If she is not available, he can leave a message and she will return his call. Thanks,Dave Dave T. |  Executive Liaison Auditor  |  Executive Liaison Team ###-###-####  |  tieline [redacted]  |  [redacted] Macy's Credit and Customer Services  |  [redacted]

SECOND SUBMISSION:  I received delivery of the merchandise in 7/14/16 which, did not include pick-up of the returnedmattress and box spring. After informing the delivery service that a return should be included a callwas made and the returning set was removed.On 7/19/2016 I called Macy's Customer service to determine when the price difference would bereturned to my bank account. It was during this phone call that it was determined that I was charged aprice different from the receipt given me per return sales number [redacted].On 7/08/16 I spoke with Sue at ###-###-#### to ask if I purchased a bedding set on sale would I bereturned the difference in the original price of $1,482.06; I was told that I would receive the difference.On 7/14/2016 I purchased a set on sale for $589 (see attachment). However, customer service statedthat my purchase price was in the system as $849, tax $67, totaling $916.92.I made calls to the bedding manager on 7/19, and to Sue at the corporate office for clarification butreceived no call back.Therefore this complaint remains open because of:1. Being charged one price and being given a receipt for a different price.2. My not receiving the refund of $754.3. Being charged a delivery fee for the new purchase and not the 2014 purchase.Alcenia Coleman[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]  To assist us in bringing this matter to a close, we would like to know your view on the matter.       * Has the company addressed the issues of this dispute?  No     * If not, why?  They said that I had to talk to a supervisor I did and the supervisor only waive $6 which was the current amount and was saying that it was a system mistake but did not wanted to go back.     * Has the company met the agreement they outlined in their response?N/A

[redacted]   [redacted]
February 23, 2016
[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.  I
apologize for any inconvenience you may have experienced. 
Our
records indicate that you contacted us on October 15, 2015, to dispute a charge
on your account that was made in the Somerset store under receipt
#301-0010-3478 on August 1, 2015.  This
receipt shows that an online order, #[redacted] was placed by the store
associate because the [redacted] was not available in the
store.  On that same date a Statement of
Fraud was sent to you to complete and return to our Fraud Investigations
Department.  On January 18, 2016, you
called in to check on your Fraud Claim and advised that you would resend the
fax to the Fraud Department.
On
February 15, 2016, our Fraud Department reviewed the claim and could not find proof
of delivery for the order and removed the $35.78 charge from your account,
along with $177.00 in late fees and $12.80 in interest charges.  In addition, we cleared our internal record
of the delinquency and requested the credit reporting agencies update their
records and delete any history of delinquency for the time period of September
2015 through January 2016.  Kindly allow
the agencies approximately seven (7) to ten (10) business days to make the
necessary corrections to update their records. 
This letter will serve as confirmation of our 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 contact me at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

June 26, 2015
 
 
[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 filed with the Revdex.com.  As a liaison in Macy’s Executive 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 you may have experienced concerning the delinquency
reported to the credit reporting agencies for your Macy’s account referenced
above. 
 
Be
assured that the service you described is not typical of the level of quality
customer service that we strive to provide. 
Macy’s goal is to have professional and courteous associates available,
so that all of our customers’ questions and needs are addressed and resolved
efficiently.  We promote respect for all
our customers and we do not tolerate any rude behavior.  Although it is disheartening to hear that we
did not meet your expectations, your feedback is valuable to us, as it gives us
the opportunity to follow up with the appropriate action. 
 
Upon researching this
matter, I found that on February 1, 2015, you elected to receive only electronic
billing statements through macys.com and the CheckFree® website.  However, on February 19, 2015, you canceled your
enrollment with CheckFree.  Our records
show that email notification of your billing statements for the period ending
February 20, 2015, through May 20, 2015, were successfully delivered to your
e-mail address at [redacted] based on your preference.  On May
23, 2015, your account was temporarily changed to receive both electronic and
paper statement due to missed payments, and your May 2015 billing statement was
mailed to the address listed above. 
 
We
did not receive the required minimum payment for your April 20, 2015, and May
20, 2015, due dates and your account was charged late fees and interest charges
for both months.  A 30-day delinquency
was reported to the credit reporting agencies for May 2015, in accordance with
the Department Stores National Bank Credit Card Agreement.  We received your $202.00 payment on May 31,
2015, and your $200.86 payment on June 7, 2015, which brings your current
balance to $1,024.20.  I am attaching a
copy of the Credit Card Agreement, along with your monthly billing statements
from March 20, 2015, through June 20, 2015. 
 
Regrettably,
we are unable to remove the delinquency reported for May 2015 from your credit
report as it correctly reflects the payment history on your account at the
time.  It is not the bank’s policy to
remove any delinquency from your credit report unless it occurred as a result
of a bank or billing error.  As a credit
provider, we have an obligation to accurately report all account activity,
either favorable or unfavorable. 
However, on June 11, 2015, we instructed the credit reporting agencies
to update their records and report your account as "customer disputes
reporting".  
[redacted], I understand that this is not the resolution you are seeking, but we
are required to maintain and adhere to specific policies and procedures in our
credit practices so that all our customers nationwide can receive fair and
consistent treatment.  If I may be of any
future assistance, please do not hesitate to contact me directly at the
telephone number listed below.
 
Sincerely,
 
 
 
[redacted]
Macy’s Executive Liaison
###-###-#### Extension
[redacted]
 
Enclosures
 
cc:  [redacted], Revdex.com