Macy's

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 Customer called indicating he is making the payment even though it is years oldIs sending a note to Macy's indicating his displeasure with this process but at this point the matter is considered to be resolved Regards, [redacted] ***

[redacted] *** [redacted] January 28, [redacted] Re: Better Business Bureau ID # [redacted] Macy’s application 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 I was hoping to speak with you, but I was unsuccessful in my attempts to reach you at the telephone number referenced in your inquiryHowever, I was able to leave you a voice message on January 27, 2016, and January 28, 2016, asking you to contact me so that I may obtain additional information To clarify, the New Account Discount only applies when a new Macy's account has been opened and a purchase is charged to that account In that case, customers receive a 20% discount up to $off the purchases charged to the new account the day it is opened and the next day In researching this issue, I found your application was declined on November 20, 2015, due to insufficient information A letter was sent on that same date advising you of our decision However, because it did not include your Apartment number, it was returned to us undelivered on December 24, Please know that I was disappointed to learn that you were led to believe that you would be receiving a new card and told that you did not need to pay for your purchases, and then asked to use your personal credit cardBe assured 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 customers' experiences and directs our attention to areas in which we can improve our service quality Therefore, I shared a copy of your complaint and my response with our [redacted] Store Manager for appropriate action Due to any misinformation by our [redacted] Place store associate, I will gladly honor a $discount on your third-party credit card with the understanding that you will provide me a copy of the purchase receipt and your credit card information You may fax this to me at ###-###-#### [redacted] ***, thank you so much for the time you took to bring your concerns to my attention and for giving me the opportunity to respond I look forward to hearing from you soon Sincerely, Regina M Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com Macy’s [redacted] Store Manager

May 2, [redacted] ***Re: Revdex.com ID # [redacted] Macy's account ending in ***Dear [redacted] : I am in receipt of your complaint filed with the Revdex.com and 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 Please accept my sincere apology for any confusion or frustration that may have been caused regarding the interest charged to your Macy's account referenced above Be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.Per the Department Stores National Bank Credit Card Agreement, if the minimum monthly payment is not received by the due date shown on your statement, which for your account is the 2nd of every month, late fees are applied to the account Furthermore, for any month the balance-in-full is not paid, interest charges are assessed on the balance from the first day of the billing cycle until the date that your payment is received The minimum interest charge is $ This interest charge is for the money loaned to you during that period, and will appear on the next month's billing statement You can avoid being charged interest by paying your account balance in full every month by your payment due date My review of this matter found that all late fees and interest were correctly charged to your Macy's account On January 7, 2016, you contacted us by phone and the associate removed two $interest charges, as a courtesy, for a total credit of $and closed your account per your request On April 13, 2016, I removed a total of $in interest As of the date of this letter, your account has a zero balance and is closed I have enclosed copies of the billing statements, the Credit Card Agreement, and an account audit for June through April for your review In addition, I have cleared our internal records of any delinquency associated with this issue, for the time period of January through April and I requested that [redacted] delete any record of delinquencies from your credit bureau report for this same time period Please allow the agencies thirty (30) days to make the necessary corrections to their files Until then, this letter will serve as confirmation of this request [redacted] , thank you for bringing this situation 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 I am sorry to hear that this matter caused you to close your account and hope that you will allow us the opportunity to mend our business relationship If I can be of further assistance, please contact me at the telephone number listed belowSincerely,Rhea B.Macy's Executive Office###-###-#### Extension ***Enclosurescc: Revdex.com

[redacted] *** [redacted] March 13, [redacted] ** [redacted] Re: Revdex.com Complaint ID # [redacted] Return policy Dear *** [redacted] : It was a pleasure to speak with you on March 8, 2017, and thank you for the courtesy you extended to me regarding your complaint, which was 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 To clarify, our return policy states that we will accept merchandise for return within year of purchase, and that the merchandise must be in saleable condition (other than manufacturer’s defect)It also notes that “Saleable” means we feel comfortable putting the item back on the floor to sell to another customer unless the return is due to a defect As stated, I contacted our Macy’s [redacted] store where you purchased your dress, and the Assistant Manager reviewed this matter and assured me that there is nothing in their store policy that states, if the customer received an additional 10% off for a damaged item, it is a “Final Sale” Also, he indicated that they usually do not sell damaged merchandise; however, if a customer wants it, they will give an additional 10% off as a courtesy, such as in the case with your dress Our [redacted] Store Manager also confirmed your receipt does not indicate “Final Sale” He also apologizes for any miscommunication by the store associate I can truly understand why you were requesting clarification on our return policy However, please know that I am happy to learn that you will be returning the dress at our [redacted] for a full store credit [redacted] , thank you again for bringing this matter to our attention and giving me the opportunity to respond 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 customers' experiences and directs our attention to areas in which we can improve our service qualityIf I can be of any further assistance, please do not hesitate to contact me personally Sincerely, Regina MMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com [redacted] Store Manager

Dear [redacted] ***, We are in receipt of Revdex.com Complaint # [redacted] We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaintThe customer was sent a gift card in the amount of $20, to replace the Macy’s Money, he could not redeemHowever, the customer believes that these actions are not sufficientAgain, Ms.Geers, we believe our actions are more than equitable and we consider the matter closed satisfactorilyThank youThanks Jan B| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS [redacted]

[redacted] *** [redacted] October 12, [redacted] Revdex.com East 4th Street, Suite Cincinnati, OH Re: Revdex.com, Complaint ID [redacted] Macy's account ending in [redacted] (lost/stolen) Macy's account ending in [redacted] (closed) Dear [redacted] ***: I am in receipt of a complaint filed by [redacted] ***, with the Revdex.com regarding the above referenced Macy's account As a liaison in Macy's Executive Office, I was asked to review and respond to [redacted] concerns on behalf of Department Stores National Bank (DSNB) I am addressing my response to you as [redacted] has requested that we cease contact with him concerning his debts [redacted] applied for a Macy's account on February 19, 2016, inside the [redacted] Macy's store Upon approval, a purchase totaling $for two (2) [redacted] items priced at $each was placed on his new Macy’s account As a new account holder, [redacted] also received a “New Account Discount” totaling $as a statement credit The February 19, 2016, charge of $is the only purchase that was charged to his Macy's account For the first billing period (ending March 9, 2016), [redacted] Macy’s account had a balance of $with a minimum payment due of $by April 5, When we did not receive the minimum payment required by April 5, 2016, his account was charged a late fee and interest in accordance with the DSNB Credit Card Agreement The account continued to accrue late fees and interest as a result of nonpayment To date, we have not received any payment on this account We sent a letter to [redacted] on May 3, 2016, to notify him of the delinquency on his account [redacted] responded to our letter on May 11, 2016, notifying us that he disputed the outstanding balance of $ He further claimed that he paid cash for the February 19, 2016, transaction However, during a collections call made to [redacted] on May 24, 2016, [redacted] confirmed that he opened the Macy’s account, but restated his claim that he paid for the February 19, 2016, purchase with cash The Collections Representative acknowledged [redacted] concerns and attempted to resolve the situation by obtaining proof of purchase that would support [redacted] claim [redacted] advised that he did not have the receipt for the cash transaction and would call back later with this information On June 1, 2016, we received [redacted] letter dated May 25, 2016, requesting that we discontinue telephone calls In accordance with this request, his account and phone number were coded as “Cease & Desist” and our records indicate that no further calls were made to him We are sorry for any frustration these calls may have caused; our calls were intended as a courtesy to resolve any outstanding concerns and assist [redacted] in maintaining a positive payment history with us Also included in [redacted] letter dated May 25, 2016, was a claim that all charges on the Macy's account were fraudulentPrior to this letter, we have no record of a fraud claim from [redacted] *** In fact, [redacted] acknowledged that he purchased the merchandise as noted above in a prior conversation Nonetheless, a fraud investigation was opened for [redacted] account when he called Macy's Consumer Protection Department on July 16, At that time, the Macy's account ending in [redacted] was marked lost/stolen, and the balance was transferred to the account ending in *** A provisional credit of $was also provided to [redacted] account, pending the results of our investigation Additionally, a Statement of Fraud form was mailed to [redacted] on August 20, 2016, and to date, we have not received a returned form from him Despite the absence of a Statement of Fraud, we proceeded with an investigation and found that this account was in fact opened by [redacted] on February 19, 2016, and the same day purchase was also made by [redacted] and charged to his Macy’s account Due to our findings, on September 12, 2016, the fraud investigation was closed with no further action We also sent a letter to [redacted] outlining our findings that this charge and associated fees were valid and will not be removed In addition to a fraud investigation, I personally investigated [redacted] claim of paying cash for the transaction by reviewing all transaction history for the register where [redacted] applied for the Macy’s card I also reviewed all transactions wrung by the sales associate who assisted [redacted] for that day; and in both instances, I could not find any cash payment, or purchase using cash as a method of payment, as [redacted] described It should also be noted that there were no cash overages on any register the sales associate worked on If [redacted] can provide proof of purchase that supports his claim of paying cash for the February 19, 2016, transaction, we would be more than willing to offer additional assistance He may send this correspondence to me directly At this time, we find the $charge, late fees, interest, and delinquent reporting to be valid for the Macy’s account By using this account, [redacted] consented to the terms of the DSNB Credit Card Agreement which governs the use and reporting of this credit account, and includes a promise to pay for all purchases as well as other charges mentioned in the Agreement including interest charges and late fees Any delinquencies reported for this account were reported in accordance with that Agreement As a credit provider, we are obligated to accurately report the account's history and payment performance to the credit reporting agencies, whether it is favorable or unfavorable to the consumer Respectfully, we decline to remove any delinquent reporting for this account Although we find the delinquent reporting to be valid, I have requested the credit reporting agencies to update [redacted] credit report with “Customer Disputes Reporting.” Additionally, we respectfully decline [redacted] request to clear his account balance entirely; however, as a courtesy, we have removed three (3) late fees (totaling $111.00,) and three (3) months of interest (totaling $9.00) [redacted] Macy’s account was closed on July 20, 2016, and the account currently has an outstanding balance of $with a payment of $(including a past due amount of $139.00) due by November 5, [redacted] ***, thank you for providing us the opportunity to respond to [redacted] concerns Should you or [redacted] have any questions, feel free to contact me at the telephone number listed below Sincerely, Stephen CMacy's Executive Office ###-###-#### Extension ***

[redacted] *** [redacted] October 19, [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 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 BankI apologize for any inconvenience you may have experienced in resolving this issue Thank you for the courtesy you extended to me during our telephone conversation on October 15, Upon reviewing your account and the information you provided, our payment research team was able to locate your $payment and apply it to your account I also removed interest charges totaling $which resulted in a credit balance of $ I requested a Credit Balance Refund check to be sent to you at the above address Please allow seven (7) to ten (10) business days for the check to arrive [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 call me at the telephone number listed below Sincerely, Janice D Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] February 8, [redacted] Re: [redacted] - Case # [redacted] Revdex.com ID [redacted] Macy's account ending in [redacted] Dear *** [redacted] : I am in receipt of your complaints filed with the [redacted] and the Revdex.com 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) For clarification, our calls are intended as a courtesy to remind customers of a recently missed payment, and are also an opportunity to assist our customer with maintaining a good payment and credit history with us I apologize if you felt differently Our records indicate that you electronic statement alerts were being returned to us as “undeliverable” to the email address [redacted] starting on October 11, 2014, requiring us to send paper statements to the billing address on file as we are required by law to send you a monthly billing statement On January 6, 2015, you called to advise that you were receiving paper statements when you signed up for electronic statements We advised that the statements were being blocked by your email provider and that you would need to have the block removed On January 13, 2015, we again received notification that the email statement was undeliverable and we sent a paper statement We received the same notification on February 11, 2015, and sent a paper statement On March 26, 2015, we advised that we were still receiving notice that email statements were undeliverable and advised you to add alerts@opsemail to your contact list to prevent the notices from being sent to a spam folder On April 11, 2015, we received notification that the email statement was undeliverable and a paper statement was sent I understand you are requesting that we modify the payment history associated with the above-referenced Macy’s account In researching this matter, I found that the billing statement for the period ending February 6, 2015, had a $ balance, with a $minimum payment due by March 6, When no payment was received by this date, your account was charged a $late fee and $interest charge in accordance with the terms of the DSNB Credit Card Agreement The terms of the DSNB Credit Card Agreement state that if the minimum monthly payment is not received, late fees are applied to the account, and for any month the balance-in-full is not paid, interest charges are assessed 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 The billing statement for the period ending March 6, 2015, had a $balance with a $minimum payment (including a $ past due amount) due by April 6, We received your payment of $on March 31, 2015, resulting in a balance of $(including a $interest charge) with a $minimum payment due by May 6, When no payment was received by this date, your account was charged a $late fee and $ interest charge resulting in a new balance of $with a $minimum payment due by June 6, On May 8, 2015, as a courtesy to you we removed a $late fee and $interest charge, however your account was charged a $late fee and $interest charge resulting in a new balance of $with a $minimum payment due by July 6, When no payments were received, your account continued to be charged late fees and interest, and was reported as thirty (30) days past due to the credit reporting agencies Our records show that your past due amount consisted of late fees and interest charges and for that reason, I removed $in late fees and $in interest charges resulting in a zero ($0.00) balance on the account We have cleared our internal records of any delinquency associated with this issue, and have requested the credit reporting agencies update their records and delete this account from your credit report Please allow the agencies approximately seven (7) to ten (10) business days to make the necessary corrections to update their files This letter will serve as confirmation of this request As of the date of this letter, the account is closed and has 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 contact me at the number listed below Sincerely, Janice D Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

January 22, [redacted] Re: Revdex.com Complaint ID # [redacted] Macy’s account ending [redacted] Dear [redacted] ***: I am in receipt of your complaint forwarded to us by the Better Business BureauAs a representative of Macy’s Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National BankPlease accept my sincere apology for any inconvenience and frustration you [redacted] have experiencedKindly know that Jeff G., Chief Executive Officer, Macy’s Inc., has a special staff of individuals who assist him in responding to all telephone calls and written inquiriesI assure you that every letter that comes to our office is reviewed promptly and with the highest level of professionalism possibleOn occasion, we are not able to satisfy our customer's requests and MrGis aware of that possibility Upon review, I found that your $online payment that you made on January 8, 2018, was returned to us by your bank due to non-sufficient fundsI am sorry to learn that you provided the wrong bank account number, which caused your payment to be returned unpaid and you were charged fees by your bank To clarify, before a payment is completed on our macys.com website, customers are presented with the checking account information and payment amount they enteredThe customer must then confirm that the information is accurate before the payment is submittedAfter the payment is submitted, the bank submits the payment for processingThe deposit bank has a certain amount of time to return the paymentAs is standard industry practice, returned payments are re-depositedThis process does not happen “instantly.” Once all options to process the payment are exhausted, the credit card processor is notified of the returned payment, the account is coded, and a notification letter is mailed to the customer Our records indicate that when you spoke with MsBeth H., Customer Service Manager, on January 11, 2018, she declined your request to refund you the $in fees that your bank charged you because it was not our errorHowever, since our representative misinformed you that she would stop the check from being submitted a second and third time, MsHremoved the $return check fee charged to your Macy’s accountShe also assured you that the necessary coaching would be provided to the representativeOn January 16, 2018, a supervisor credited $for the fees charged to you by your bank, and $in interestsYou will see these adjustments on your next billing statement Thank you again for taking the time to bring this matter to our attention and allowing me the opportunity to respondIf you have any additional questions, do not hesitate to contact me at the telephone number listed below Sincerely, Regina MMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] January 13, [redacted] Re: Revdex.com ID [redacted] Macy's account ending in [redacted] Dear MsVelasquez: I am in receipt of your complaint forwarded to Macy'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 regret that you were given the incorrect balance when you contacted our Credit Customer Service DepartmentBased on that information, I have credited back the late fees totaling $and interest charges totaling $ As a courtesy, I also credited the purchase of $ These credits with your payment dated January 6, for $created a credit balance of $ I have requested that check be mailed to you under separate cover [redacted] , we understand you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our relationship 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, Cathy D 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 I am telling you the macys money totaling given to me by macys headquarters to solve a previous Revdex.com case is not been allowed to be used because it has no expiration dateSo how are you claiming nobody has reported not working macys money when I am reporting itAdditionally you yourself even said macys money has an expiration date, the money provided by randi Pat your headquarters did not, perhaps that's the reason the money won't be accepted but instead of looking up the macys certificate number you write back saying you help me from time to time so that's enough of an effort, right? Wrong! You have replied times yet not addressed a single concernMy in macys money won't work, then it needs to be traded in for a gift card that will be acceptedEither way it is your responsibility to do something to remedy it since you provided the in macys money as a previous remedy, yet it isn't being accepted! Nobody said I would only accept a check mailed to my house so I don't appreciate your lack of effort or putting words in my mouth! 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] In my previous complaint to the Revdex.com,I was promised by Melissa Unger, that my order would be cancelledIt was NOT cancelledThe order was shipped to me and I had to go out of my way to return itOnce the return was received by Macy's, I was credited $ Not the price I paidwhich was $I returned blinds and got a credit for I want the rest of my money credited to my PayPal account.This is the most ridiculous experience I have ever had with a companyI am tired of going through all of this because of Macy's poor customer service Desired Outcome: I want the balance owed to me , which is $I want this done immediately

Revdex.com:The business response indicated that I terminated the callI was on the phone for long time and the call was very disturbedI waited for long time and could not hear well 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] ***

[redacted] *** [redacted] January 5, [redacted] Re: [redacted] – Case # [redacted] Better Business Bureau Complaint ID [redacted] Macy’s account ending in Dear [redacted] : I am in receipt of your complaints filed with the Consumer Financial Protection Bureau and the Revdex.com, which were forwarded to Macy's Executive Office As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank We sincerely regret any frustration you may have been caused regarding the Macy’s account fraudulently opened in your name, and for the collections calls you received while attempting to resolve this matter Please know that we take every complaint very seriously and request that customers allow up to ninety (90) days after a Statement of Fraud is received for us to investigate a disputed amount on their billing statement While billing statements are mailed each month showing the Total Balance Due on the account, payment on the disputed amount is not required until our inquiry is concluded Upon examining your fraud claim, I confirmed that you called on August 20, 2015, to report that the above referenced Macy’s account was opened without your permission and that you did not authorize the charges from June 4, 2015, made at the [redacted] store Upon review, we found that the account was opened via the Internet from macys.com We closed the account at your request on August 31, 2015, and mailed you a Statement of Fraud form on September 3, I am sorry that you did not receive this form and for any delay in resolving this issue On November 24, 2015, we removed the fraudulent charges in the amount of $1, along with $in late fees and $in interest charges We removed your identifying information from the account and requested that [redacted] , [redacted] and [redacted] delete this account from your credit file Kindly allow approximately thirty (30) days for the agencies to modify their records to reflect the information contained in our request Thank you for bringing this matter to our attention and allowing me the opportunity to reply If I may be of assistance on another matter, do not hesitate to call me at the telephone number listed below Sincerely, MsRandi P Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] [redacted] ***, Revdex.com

[redacted] *** [redacted] August 18, [redacted] Re: Revdex.com ID # [redacted] Macy's account ending in [redacted] - [redacted] Dear [redacted] : I am in receipt of your additional comments filed with the Revdex.com and forwarded to Macy's Executive Office As the liaison in this office that is familiar with your file and has previously responded, I was asked to review and respond on behalf of Department Stores National Bank As previously explained, it is our policy not to remove any delinquency from a credit report, unless it occurred as a result of a billing or bank error I have confirmed that no billing or bank error occurred; therefore, we are unable to remove the delinquency from [redacted] credit report [redacted] , I am sorry, but our position in this matter has not changed We are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment If I may be of assistance on another matter, please contact me at the telephone number listed below Sincerely, Janice D 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

January 4, [redacted] Re: Revdex.com – Complaint ID [redacted] Macy’s account ending in Dear [redacted] ***: I am in receipt of your complaint filed with the Revdex.com and 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 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 $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 $ In review of your account, the billing statement for the period ending on June 1, 2015, had a $balance with a $minimum payment due by July 1, When no payment was received by this due date, your account was charged a $late fee and $interest charge We received your $payment on July 5, Thereafter, your account consisted of fees only Although these fees were properly charged, we removed a total of $in accumulated fees on September 5, On December 30, 2015, I removed the remaining $in accumulated fees You will see these adjustments on your January billing statement Also, we cleared our internal records of any delinquency associated with this issue since the delinquent balance was entirely fees and interest charges, and requested that [redacted] , [redacted] and [redacted] delete the late payment history for the months of September, November and December from your credit file Kindly allow at least seven (7) to ten (10) days for the agencies to modify their records to reflect the information contained in our request We sincerely apologize for any frustration and inconvenience you may have experienced regarding this issue, and for the problems you encountered while attempting to resolve this matter I am also sorry that you were not able to speak with a Supervisor and your calls were disconnected Please be assured the service you described is not typical of the level of quality service that we strive to provide Your feedback is critical as it assists us in truly understanding our customers' experiences and directs our attention to areas in which we can improve our service quality Therefore, I thank you for bringing these concerns to our attention and allowing me the opportunity to respond If you should have any further questions, please do not hesitate to call me at the telephone number noted below Sincerely, Regina M Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

May 19, [redacted] ***Re: Revdex.com Complaint ID [redacted] Macy’s account ending in [redacted] (formerly ending in ***) Dear [redacted] : I have received your most recent comments regarding the complaint you filed with the Revdex.comAs a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to address your additional concernsI apologize if you feel my previous responses did not adequately address your concerns.As stated in previous responses (copies enclosed) after a thorough investigation by the store, we confirmed the purchase was made on your Macy’s account and no cash/debit card transactions were found for this purchaseIn addition, I applied a credit to your account, as a courtesy, for the late fees and interest that accrued prior to January A request was made to remove any delinquency reporting to your credit report for the time period of July 2016, through January You were also advised that no further late fees or interest would be credited to your account and that the balance was validated and dueAs of the date of this letter, your account balance is $with a minimum payment of $(of which $is past due), due by June 4, On March 9, 2017, as a gesture of goodwill, I removed a $late fee and a $interest charge that were assessed on January 4, 2017, and confirmed no derogatory was reported on your credit report for January A payment of at least $is required by June 4, 2017, otherwise the system will close the account automatically for missing four (4) consecutive months of payments [redacted] , I hope that you can understand our position on this matter although it may differ from your ownPlease do not hesitate to contact me at the telephone number below if you need assistance on a different matterSincerely,Alison G.Macy’s Executive Office###-###-#### Extension ***EnclosuresThe 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 P.OBox Phoenix, AZ 85072-2184cc: Tina Geers, Revdex.com

January 06, [redacted] *** Re: Claim 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 am so sorry for any inconvenience after contacting us about the WorryNoMore Great Give Back voucherPlease be assured that the service you received from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate you bringing the situation to our attentionYou should have been advised of our policy regarding WorryNoMore at the time of your purchaseThe information provided by WorryNoMore is correct After the WorryNoMore extended warranty has expired, you must contact them directly to advise you qualify for the Great Give Back voucher that can be used to purchase merchandise only from Macy's Furniture and Bedding department in storeThe voucher expires days after receiptHowever, as an accommodation, I have submitted an adjustment for the WorryNoMore fee that was applied to your original order Please allow up to business days for your credit totaling $to post to your Macy's accountThank you for allowing us the opportunity to respond to your concerns If you have any questions regarding this matter, please feel free to contact me at the telephone number listed below Sincerely,Angela L.Macy's Executive Office###-###-#### Extension ***cc: Revdex.com

Hi ***: I was finally able to leave a message on my third attemptWill try to wrap upSue M| Omnichannel Store CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [email protected]

Dear [redacted] ***, We are in receipt of Revdex.com Complaint ID [redacted] [redacted] voicemail box was full, so we have e-mailed [redacted] and have resolved all matters as expressed in the complaint Based on this, we consider the matter closed satisfactorily Sincerely,Julie R.Liaison, Omnichannel Executive Office | Macy's, IncDuke Blvd| Mason, OH 45040Office: ###-###-#### Fax: ###-###-####