Macy's

[redacted] ** [redacted] November 21, [redacted] ***, ** [redacted] Re: Revdex.com Complaint ID [redacted] Macy’s account ending in *** Dear [redacted] ***: I am in receipt of your Revdex.com complaint which was forwarded to Macy's Executive Office As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB) Please accept my personal apology for any inconvenience you may have experienced Macy’s takes pride in presenting every customer with an enjoyable shopping experience Therefore, I was disappointed to learn that we may have fallen short of our goal during your recent visit to the [redacted] store To clarify, during the application process you were presented with a screen stating “If you have not received the new account brochure from the Sales Associate, please ask for one.”, and you would have to press “confirm” to continue the application process The next step in this process is to enter in your personal information In the final step, we presented you with all the entered information and asked you to validate that it was correct and then presented you with a screen asking for your signature Above the signature line, it reads, “Thank you for applying for a Macy’s account.”, and below the signature line, it states “By signing above and pressing Accept, I certify that I have received and agree to the credit card disclosure and card agreement in the new account brochure.” I apologize if it wasn’t clear that you were indeed applying for a new account Our records indicate that you opened your account on November 12, 2017, with a $purchase A copy of your receipt is enclosed as reference Your signature signifies that you received and agreed to be bound by the notices and credit terms of the DSNB Credit Card Agreement On November 13, 2017, the account was closed at your request when you spoke to one of our representatives As a credit provider, we are obligated to report the account accurately to the credit reporting agencies Because you signed the credit application and initial charge receipt, the account was opened and used for your purchase As of the date of this letter, your account is closed with a zero ($0.00) balance Respectfully, I am unable to remove the account from your credit report as you requested I understand that this is not the resolution you are seeking; however, we must maintain and adhere to specific policies and procedures to ensure consistent treatment for all our customers [redacted] ***, thank you for bringing this matter to our attention and giving me an opportunity to respond Should you have additional questions, please call me at the number listed below Sincerely, Janice DMacy’s Executive Office ###-###-#### Extension [redacted] Enclosure /mailed November 21, cc: [redacted] ***, Revdex.com

November 22, [redacted] Re: Revdex.com Complaint ID # [redacted] Macy’s store accounts ending in [redacted] (lost/stolen) & [redacted] (open) Dear [redacted] ***: I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank Please accept my sincere apology for any inconvenience or frustration this matter may have caused you In reviewing your account, I found that fraudulent activity occurred on your account ending in [redacted] on July 16, On July 17, 2016, we immediately closed account ending in ***, and opened account ending in *** A Statement of Fraud Form was mailed to you and returned, initiating a fraud investigationThe original claim was denied on August 29, 2016, but further research validated the fraudulent activity On September 2, 2016, a total of $in fraudulent charges were removed There was no interest or late fees associated with these charges After the fraudulent charges were removed, your unpaid balance was $970.76, with a minimum amount of $due by October 10, The payment you made September 29, 2016, in the amount of $103.51, satisfied this minimum payment; however, this was not enough to satisfy the remaining balance of the Special Event promotional balance When making a payment for this type of balance you must also include the minimum payment for the Revolving balance, in addition to the full amount you wish to pay towards the Special Event balance For this payment, $was applied to your Revolving balance, and $was applied to the Special Event balance The entire balance of the Special Event account was due by October 13, 2015, to avoid paying the deferred interest; therefore, on November 13, 2016, $in interest charges was added to your balance In addition, a $late fee was charged because we did not receive the minimum payment of $due by November 10, As a courtesy, I have removed the $interest charges, because you intended to satisfy the balance before the promotional period expired I have also removed the $late fee, and provided an additional credit to your account of $as reimbursement for the stop payment fee you were charged by your bank I apologize that you were told incorrect information causing you to incur this fee As of the date of this letter, your account is past due Your unpaid balance is $422.82, with a minimum payment of $due by December 10, [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, Monique MMacy’s Executive Office ###-###-#### Extension [redacted] cc: Tina Geers, Revdex.com

June 7, [redacted] - [redacted] ** [redacted] Re: Revdex.com Complaint ID [redacted] Macys account ending in [redacted] Dear [redacted] -***: I am in receipt of your most recent complaint response filed with the Revdex.com, which was forwarded to Macy’s Executive Office As a representative of this office, and because I am familiar with your file, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank (DSNB) Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind As noted in my previous response, our records show that we made numerous attempts to contact you by telephone starting on March 28, 2017, through May 12, 2017, and that we left a message on April 3, When our attempts to reach you by telephone failed, we sent you a letter dated May 15, 2017, advising you of the past due status on your account When our customers elect to receive electronic statement alerts and to manage their account online (as you did on September 11, 2015), we stop sending paper statements Your statement alerts were successfully sent to [redacted] , as you directed, starting September 24, I verified that the electronic billing statements for February through May were successfully sent As of the date of this letter, your account is receiving electronic statement alerts and you are enrolled for managing your account online [redacted] -***, our position on this matter has not changed If I may be of assistance in another matter, please call me at the telephone number listed below Sincerely, Janice DMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] December 16, [redacted] Re: Revdex.com, Complaint ID [redacted] Dear [redacted] : I am in receipt of your complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office As a liaison in this office, I was asked to review and respond to your concerns In reviewing the transaction history for the Merchandise Only Certificate (MOC) number you provided in your complaint, I found that the remaining balance of $was redeemed for merchandise ranging from [redacted] , ***, [redacted] , and [redacted] during your shopping trip on December 11, I have enclosed copies of your receipts for your review Merchandise Only Certificates differ from Gift Cards in that whenever you present a MOC for purchasing items in the store, if the MOC balance exceeds the receipt total, a new MOC will be issued to you at the register Applying this to your circumstance, during your shopping trip on December 11, 2016, for the transaction numbered 275; you presented your MOC ending in [redacted] along with a Macy’s gift card ending in [redacted] for a purchase totaling $ The gift card balance of $was first applied, and then your MOC was applied for the remainder of the receipt balance After this purchase, your MOC balance was $111.80, and a new MOC (ending 7470) was issued at the register You made a second purchase (reference transaction number 280) totaling $and used the new MOC ending in (with a balance of $111.80) for this purchase Subtracting the receipt total of $from the original balance of $111.80, left a remaining merchandise credit of $which was issued to you in a new MOC ending in *** The remainder of your merchandise credit ($23.43) was then redeemed for $in conjunction with your personal credit card on transaction ending *** To clarify, MOC’s do not expire and I sincerely regret any misinformation that may have been provided to you Because your Merchandise Credit has been redeemed, there are no funds remaining to be issued to you Please be assured that Macy’s does not participate in deceptive practices as your complaint alleges Thank you for bringing this matter to our attention and allowing me the opportunity to respond If I may be of further assistance to you, please contact me directly at the telephone number listed below Sincerely, Stephen CMacy's Executive Office ###-###-#### Extension [redacted] Enclosures /mailed December 16, 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] Customer called Revdex.com 7/7/stating she thought the matter was resolved, however she received another bill yesterday showing a balancePlease clarify that she has no balance and her account is now closed

P.OBox Mason, OH March 8, [redacted] RE: Revdex.com Complaint ID # [redacted] Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB), the issuer of your Macy’s Card I truly regret any inconvenience you may have experienced regarding your credit limit being lowered on the above referenced Macy's Store Account I can understand your disappointment and I am sorry Our records indicate the last purchase on the above-referenced account was on December 6, The credit limit on your Macy's account was reduced due to inactivity on the account as a security measure for your protection Please be advised, the credit limit on your Macy's account may be lowered at any time based on your internal or external credit history, and also for extended inactivity We are not required to notify you of the reduction of your credit limit The credit limit on your Macy's account ending in [redacted] was reduced from $1,to $on February 2, Please refer to DSNB terms which I have enclosed in regards to your credit limit Please know, if your Macy's account is not used for months, it will become inactive If the account is inactive for months, it will be closed due to inactivity To re-activate the account, you would be required to re-apply As part of the application process, we would require disclosure of your annual income and housing expenses You are welcome to request a credit limit increase at any time; however, please know that we will review your credit reporting profile and internal history In order to review current and accurate credit information, reports should be obtained directly from Equifax, Experian, and Trans Union at the credit agencies contact information It is my understanding that you feel the reduction of your credit limit affected your credit score If you disagree with the information provided by the credit reporting agencies, you can contact them directly at the addresses below [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] *** [redacted] *** [redacted] ###-###-#### ###-###-#### ###-###-#### Thank you for bringing this matter to our attention and giving me the opportunity to respond 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 you have any further issues, please do not hesitate to contact me personally at the number listed below Sincerely, Cheryl RMacy's Executive Office ###-###-#### Extension [redacted] Enclosure

P [redacted] *** [redacted] September 5, [redacted] Re: Revdex.com Complaint ID [redacted] Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of your complaint filed with the Revdex.com and forwarded to Macy's Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National BankPlease accept my apology for any concern this matter may have caused My review confirmed that the last payment we received for your account was on March 9, 2017, in the amount of $Due to serious delinquency, your Macy’s account was charged-off as a bad debt, with a balance of $1,664.29, on August 17, Your account is currently assigned to [redacted] , a third-party collection agencyI invite you to contact them directly at ###-###-#### to determine if a payment plan is available to youWe are unable to accept online payments through the macys.com website for accounts that are charged -offIn addition, interest charges and late fees were applied to your account in accordance with the terms of the DSNB Credit Card AgreementAccordingly, we cannot make any adjustments to them [redacted] , thank you for allowing me to replyWhile we would like to respond positively to every customer, at times it is not feasibleIf I may be of assistance on another matter, feel free to contact me at the telephone number listed below Sincerely, Michael JMacy'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

[redacted] *** [redacted] February 25, [redacted] Re: Revdex.com Complaint ID [redacted] Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to us by the Better Business Bureau 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 We addressed this same issue when we responded to your complaint filed with the [redacted] , case # [redacted] Enclosed you will find our prior response dated February 11, If you have any additional questions, or if I may be of assistance on another matter, please feel free to contact me at the number listed below Sincerely, MsRandi P Macy's Executive Office ###-###-#### Extension [redacted] Enclosure CC: [redacted] ***, Revdex.com

Tina, We are in receipt of complaint id [redacted] regarding the tech inspection report that his mattress is not defective We have tried to contact our customer via phone and left messageWe are offering a return of the mattress, for full credit or a return / reselection at no additional cost to our customerThanks, Macy's Executive Office

April 25, [redacted] *** Re: Revdex.com Complaint [redacted] Macy’s [redacted] account ending in ***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 BankIn August 2015, we underwent a system conversion for the Macy’s credit card accounts as well as the credit servicing pages accessed through the macys.com website Unfortunately, the implementation of this upgrade caused an error to occur and electronic statement notifications were not delivered to some customers that did not update their profile Please accept my sincere apology for any frustration this matter may have caused youUpon research, I show the late fees from December through February 2016, totaling $98.89, were removed from your account on February 29, On April 8, we cleared our internal records of any delinquency associated with this issue, and have requested that Equifax, Experian, and TransUnion update their records and delete any history of delinquency from the time period of December through February In addition, I have removed the remaining total of $in interest charges resulting in a zero ($0.00) balance [redacted] , thank you for bringing this matter to our attention and giving me the opportunity to respond If I may be of additional assistance, please do not hesitate to contact me Sincerely,Regina M.Macy's Executive Office###-###-#### Extension ***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 They still have not issued a refund to my credit card for the items I've returned I've only been contacted by their Presidential office but they still have not issued refund nor addressed outstanding concern 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 The Macy's representative did not believe me when I stated that Macy's banking representative contacted me regarding the fraudulent chargeHe insisted that the bank and Macy's would NEVER have emailed me It turns out that the bank DID email me He did not understand why he, supervisor, or the variety of customer service representatives did not know how to help me, did not understand the apparently new ability of direct contact with customers etc The inability for multiple representatives, LONG wait times on the phone, poorly articulated representatives and a very frustrating few weeks is not acceptable, especially from a large corporation The excuse of "they must have changed their protocol, and none of us knew" is unprofessional and ridiculous When a customer calls a large bank/department store with a seemingly simple request, it should not take weeks, multiple phone calls and hours of her time to resolve the issue That wouldn't be acceptable in my job and it shouldn't be acceptable for Macy's 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 Regards, [redacted] Customer called Revdex.com 8/9/indicating she is still receiving collection calls, she thought this matter was taken care ofPlease advise

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, provided that the delinquencies are removed from all credit bureaus within the days as specified by the business for both the Macy's and [redacted] accounts.I want to take this opportunity to truly thank the Revdex.com for doing an excellent job in helping me resolve this matter Regards, [redacted]

[redacted] [redacted] February 10, [redacted] [redacted] *** [redacted] *** Re: Revdex.com ID # [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 I apologize for any inconvenience you may have experienced In reviewing your complaint, I apologize that the Flint store was in disarray at the time of your visit I forwarded the information you provided to the store manager to address the condition of the store and the dressing roo*** In regards to the dress that you found on the sales floor marked down to $0.01, that item had been marked down as salvage in the inventory system and is e either “sold” to a third party or given to charity It is not to be placed on the sales floor or sold to a customer In the event the merchandise is accidently placed on the sales floor and found it is our policy to remove the item from the sales floor and return it to a designated area If the customer insists on purchasing the item, the manager has the option to look up the lowest selling price for the item and offer it at that price less 25% which is what the clearance price would have been when the item was for sale to the public The store manager would be the appropriate person to determine if the damaged dress could be sold as it was marked as salvage I apologize that you received conflicting information while in the store In regards to the dress, web id [redacted] , being available online, it is and sells for $ To date, it has not been discounted and therefore would sell for the price as marked the day that you place your order If it is not excluded from our online promotions, it may be discounted by using the available discount code, or a Macy’s promotion code We are not able to sell you the dress for $41.80, which would be 80% off [redacted] , I hope that you understand that as a business we establish and adhere to policies and procedures like this to ensure that all our customers receive fair and consistent treatment 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 *** cc: [redacted] ***, Revdex.com

June 19, [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 you may have experienced while attempting to resolve this issue As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous associates so that all of our customers may have a positive and rewarding experience Be assured that we do not tolerate any kind of rude behavior or disconnecting telephone calls To clarify, the telephone calls you are receiving is from our Collections Department in an attempt to collect payment on your past due account In researching, I was unable to locate the telephone calls you referenced in your complaint in order to escalate further I can state with confidence that our policies promote respect for all of our customers and values their continued loyalty Although it is disheartening to hear that we did not meet your expectations, your feedback is valuable to us, as it directs our attention to areas in which we can improve our service quality Macy’s Employee Discount varies dependent on the item purchased As outlined in “Insite”, the discount is 20% and 10% or less on select merchandise [redacted] does not allow their merchandise to be significantly reduced by Retailers; therefore, the Macy’s Employee Discount for all [redacted] products is percent I apologize if you were told differently by a Customer Service representative Respectfully, I must decline your request to credit your account an additional 18% As of the date of this letter, your account balance is $with a minimum payment of $76.86, due by July 8, As a courtesy, I removed the $late fee charged on June 8, [redacted] , although we would like to reply favorably to every customer, it is not always feasibleWe apply our credit policies uniformly to all of our customers and cannot make an exception in this matterPlease contact me at the number below if you need assistance on another topic Sincerely, Monique MMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

Please be advised that Macys has settled the above referenced claim to the customer’s and Macy’s mutual satisfaction Macy’s provided a return as well an accommodation for the customer to purchase a new mattress At this time Macy’s considers this case closedTeresa M– Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team

[redacted] *** [redacted] November 24, [redacted] Re: Revdex.com ID # [redacted] Macy's account ending in [redacted] Dear [redacted] ***: I am in receipt of your complaint forwarded to us by the Better Business Bureau As a representative of Macy’s Executive Office, I was asked to review and respond to your most recent inquiries on behalf of Department Stores National Bank While we sincerely regret any frustration you may have been caused regarding the charges on your Macy’s account, we already responded to this same issue when you wrote to MrTerry L., Chairman and CEO of Macy’s, and to MsTamalla Don two separate occasions I am sending you copies of our letters dated July 24, 2015, September 16, 2015, and October 6, 2015, which includes a summary of our research as well as our position on the matter To clarify, our correspondence was sent to your brother [redacted] at the address listed above, and not to your estateAs explained, the $charge is for Accidental Death & Dismemberment insurance from [redacted] ***, and you would need to contact their office directly at ###-###-#### to obtain a copy of the policy and other related information Please know that our position has not changed All of the charges are valid and all payments were returned to us unpaid due to the stop payments you requested of your bank Therefore, I must decline your request to zero out your account The outstanding balance is currently $ I am aware this is not the resolution you were seeking Although we like to respond favorably to every customer’s request, that is not always feasible We are required to maintain and adhere to specific policies and procedures to ensure our customers nationwide receive fair and consistent treatment If I may be of assistance on another matter, do not hesitate to contact me at the telephone number listed below Sincerely, Regina M Macy's Executive Office ###-###-#### Extension [redacted] Enclosures / mailed Nov24, cc: [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 I still have to return the salad plates to the store which is an inconvenience but my daughter did receive the dishes so I am happy for that Regards, [redacted] ***

Dear [redacted] ***, We are in receipt of the rebuttal to Revdex.com Complaint ID [redacted] We have corresponded through email with [redacted] and have carefully reviewed all matters as expressed in the complaint We have agreed to send feedback to the agent/supervisor involved to be coached on the work around for applying a gift card once an order is beyond the minute window to make changes However, the customer believes these actions are not sufficient Again, [redacted] ***, we believe our actions are more than equitable and we consider the matter closed satisfactorily Thank youSincerely, Julie R.Liaison, Omnichannel Executive Office | Macy's, IncDuke Blvd| Mason, OH 45040Office: ###-###-#### Fax: ###-###-####