Macy's

[redacted] *** [redacted] January 6, [redacted] Re: Better Business Bureau complaint # [redacted] Macy’s account ending in [redacted] On behalf of Department Stores National Bank: Contact Date(s) With Customer: December 30, Complaint Summary: [redacted] returned a mattress in October She requested a credit balance refund on November 3, 2015; as of December 1, she still has not received her check [redacted] wants the refund check in the amount of $ Resolution: We contacted [redacted] and she has received and cashed the credit balance refund as of December 30, As a gesture of goodwill, we sent her a gift card in the amount of $under separate cover She was pleased with this resolution Rhea B Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Better Business Bureau

February 15, [redacted] Re: Revdex.com Complaint ID # [redacted] Dear [redacted] ***: I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office As a representative in this office, I was asked to review and respond to your concerns Please be assured that Macy's does not participate in dishonest or deceptive business practices of any kind Macy’s Money exclusions and disclosures are clearly and prominently stated on each coupon and the purchase receipt There was never any intention to be deceptive or not disclose the details of the coupon as you stated in your complaint and we regret that you feel otherwise As you read and were previously advised, any return of the merchandise used with the coupon will reduce your refunded amount Regrettably, I must decline your request for a refund of $ [redacted] ***, although we would like to reply favorably to every customer, it is not always feasible We understand this was not the resolution you were seeking, but hope you can understand our position although it may differ from your ownIn order to ensure the efficiency of operations, it is necessary to maintain and adhere to specific policies and procedures so that each of our customers nationwide receives fair and consistent treatmentWe understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the futurePlease 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

Re: Complaint ID # [redacted] Dear [redacted] ***: I am in receipt of [redacted] complaint As a representative of Macy's Executive Office, I was asked to review and respond to his concerns regarding his Macy's money and the cancelled item from macys.com order number [redacted] I have spoken to [redacted] directly in order to discuss resolution for his inconvenience As a result, new order number [redacted] was placed for him as an accommodation He will also receive a new gift card in the amount of $to reimburse him for the shipping fee on the original order Based on the above, Macy's considers this matter resolved and closed satisfactorily Sincerely, Tonie R Macy's Executive Office ###-###-#### Extension ***

Hello [redacted] ***, I am addressing this issue on behalf of Macy's Executive OfficeI have tried to reach out to you via phone but was unsuccessful, I will be more than happy to assist you regarding this matterIf you could give me a call at your earliest convenience that would be great, my contact information is belowI hope to hear from you soonThank you, Dakota B.Liaison, Omnichannel Executive Office | Macy's, IncDUKE BLVD | MASON, OH 45040Office: ###-###-#### |

[redacted] *** [redacted] April 28, [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, which was forwarded to Macy’s Executive Office As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB) The account referenced above was originally opened on April 17, 2013, and closed on May 28, 2013, by DSNB, because payments were not received as required by the terms of the DSNB Credit Card Agreement Our records indicate that the last payment we received was on June 1, 2013; however, that check was returned unpaid by your bank on June 7, The last purchase date was May 15, There is no record of returned mail, which suggests that the monthly billing statements for this account were successfully delivered For validation of the debt incurred on this Macy’s account, I am enclosing copies of the billing statements from November 2012, through November 2013, available signed sales receipts and copies of payments for the same time period The Annual Percentage Rate (APR) and principal balance are noted on each monthly billing statement By using the account, you consented to be bound to the terms of the agreement, which includes a promise to pay for all purchases, as well as the late fees and interest chargesWe are satisfied that you incurred these charges on this account, all fees were properly assessed, and no adjustments will be made Due to serious delinquency, the account charged off on December 1, 2013, with a balance of $2,and we reported your Macy's account as an unpaid, charged off account to the credit reporting agencies On March 3, 2017, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting” While we would like to respond favorably to every customer’s request, it is not always feasible We must adhere to specific policies and procedures to ensure consistent treatment for all our customers If I can be of assistance in the future, please do not hesitate to contact me at the telephone number listed below Sincerely, Regina MMacy's Executive Office ###-###-#### Extension [redacted] Enclosures / mailed April 28, 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 The evidence I had to provide to my credit card company from the wrongful charges Macy's continued to charge me are what got me my money backMy credit card company issued me a refund based on that evidence, Macy's did not issue the refund and did wrong by me in many ways and did not respond to me in a timely fashion Regards, [redacted]

November 16, [redacted] Re: Revdex.com Complaint # [redacted] Macy’s account ending in [redacted] Dear [redacted] ***: We are in receipt of your follcomments to our original response filed with the Revdex.comSince I am familiar with this situation, I was asked to respond to your continued concerns behalf of Department Stores National BankI regret our original reply did not completely address your concerns Macy’s monthly billing statements contain important messages for all of our account holdersYour statements for the billing periods ending September 29, 2017, and October 30, 2017, had messages that served to inform you that your account payments were past dueThese notices also provide a telephone number to use to make a payment or request additional assistancePlease find enclosed copies of those statements for your review [redacted] ***, thank you again for contacting Macy’s and allowing me to respond to your inquiry Sincerely, Michael JMacy's Executive Office ###-###-#### Extension [redacted] Enclosures / mailed November 16, cc: [redacted] ***, Revdex.com

***, We are in receipt of Complaint ID # [redacted] regarding the delivery fee applied to the customer's order In reviewing the order, we have verified adjustments were authorized as compensation for the issues with the delivery, including a partial refund of the delivery fee Additionally, a third adjustment has been offered to the customer to keep the merchandise in its current conditionDue to the previous adjustments and the pending adjustment, we are unable to authorize any further compensation for this issueIf the customer does not agree, we will approve a return for the ottoman purchasedUpon receipt of the returned ottoman at our warehouse, a refund for the remainder of funds on the order will be credited to the customer's account If the customer has any additional concerns regarding this matter, our office can be contacted directly Thanks, Macy's Executive Office

December 11, [redacted] *** Re: Revdex.com Complaint ID: [redacted] Dear [redacted] ***: On behalf of Macy's Executive Office, I am responding to your further concerns for this issueWe do regret that the delay in resolving the issue did not meet your expectations for Macy's customer service, or our ownCertainly, your comments and recommendations are of importance in improving this serviceMacy's ongoing training and coaching opportunities do make use of our customers' experiencesA $Macy's gift card is being sent in consideration for youThis will arrive in a plain white envelopeSincerely, Marjorie B.Macy's Executive Office###-###-#### Extension *** cc: [redacted] ***, Cincinnati 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 returned my bed, purchased a new one from Macy's again, was told my old frame would work, when delivery came my old frame did not fitNow stuck with new bed and old frame that won't work togetherI spent a lot of money on the frameI want it refunded since the original bed was returned Regards, [redacted]

March 27, [redacted] Re: Revdex.com Complaint ID: # [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to us by the Revdex.comAs a representative of Macy's Executive Office, I was asked to review and respond to your concernsPlease accept my sincere apology for any inconvenience you experienced due the delay for credits for the return of your order # [redacted] I have issued the refund gift card for $and you should be in receipt of this within a few days Certainly, this should have been handled in a timely mannerWe regret the disappointment in the customer service you experiencedThis level of service did not meet your expectations or our ownIf you have any further questions or concerns, please do not hesitate to contact me at the number noted belowSincerely, Marjorie B.Macy's Executive Office###-###-#### Extension *** cc: [redacted] ***, Cincinnati Revdex.com

Our saga with Macy’s [redacted] continuesToday our bill (attached) shows we are still not in the clear (For security purposes, I deleted all of the credit card number except for the last digits) Even though it states the amount is contested (disputed), at this point it is still being held against usNow, our credit alert shows this is negatively affecting my credit score(attached Word doc) We are at our wit’s end to know where to turn nextWe look forward to hearing from you soon in regard to what you can do to follow up on this caseIf you need further info from me, please do not hesitate to askRespectfully, [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 If A Macy's liaison tried to call me I never received a voicemail so I don't know how I was expected to be able to discuss my concernsI believe there is still $worth of extra charges that need to be reversedAnd the website for online account access is still not working this is something that needs to be resolved soon.Regards, [redacted] *** Regards, [redacted] ***

July 16, [redacted] Re: Better Business ID [redacted] Macy's gift card ending in [redacted] Dear [redacted] : I am in receipt of your complaint to the Revdex.com that was forwarded to Macy's Executive Office As a representative in this office, I was asked to review and respond to your concerns Thank you for the courtesy that you extended to me during our conversation on July 9, I apologize for any frustration you may have experienced in trying to resolve this gift card issue The service you describe 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 Regrettably, we are not able to cancel the gift card and issue a store credit As we discussed, the above noted gift card is being replaced by our gift card department and is expected to ship out to you on July 13, Please allow seven (7) to ten (10) business days for the card to arrive In regards to your request for additional compensation, while I can certainly understand your frustration surrounding this issue, it is not Macy’s policy to compensate for inconvenience of time [redacted] , we understand you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our business relationship I hope you will continue to shop at Macy’s in the future and allow us the opportunity to renew your faith in us If I may be of assistance in the future, please do not hesitate to contact me at the telephone number listed below Sincerely, Janice 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 Obviously, I reject their response because they refuse to provide a reply answerOnce I hear from the [redacted] I will reply the same should they provide a duplicate response Regards, [redacted]

January 31, [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 With respect to your claim of non-receipt of billing statements, our records confirm all electronic billing notifications were sent to the registered email address of [redacted] As you were previously informed, we confirmed that the e-mail billing alerts were successfully delivered to the email address you provided According to the terms of the Department Stores National Bank Credit Card Agreement, you agree to notify us promptly in writing if you move, which also includes updating your email address when it changes Until we receive written notice of your new address, we will continue to send statements and other notices to the mailing or email address in our records Further research confirms that the Collections Department made attempts to contact you regarding your past due account with calls beginning on October 11, Specifically, our notes show that you received a call on December 2016, and during that call you made a payment to your account I understand that you are attempting to improve your credit history, however; 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 December 19, 2016, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting" Your account was closed on December 20, 2016, and has a zero ($0.00) balance [redacted] ***, it appears we fell short of our goal to provide you with excellent customer service Thank you for bringing this matter to our attention and please accept my personal apology for any inconvenience or frustration this matter may have caused youAs customer service is crucial to the continued success of our business, it is always a concern when a customer is not satisfied with the level of service we provided Please contact me at the number below if you need assistance on a different matter Sincerely, Monique MMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

I am writing to you in connecting to my complaint file in February As of June 28, my complaint has been answered and is currently being resolvedHowever, during the months duration my Macys account ending in [redacted] has greatly affected my life listed below-Negative and delinquent reports was recorded on my credit report -My credit line was decrease from $to $-My Macys club account was canceled -My card decline on several occasions At the time of my complaint I spoked to Steven at Macys executive office ###-###-#### who assured me my complaint would be answer in 10-business days and he was investigating my accountI had attempt to contact him on several occasions (over times) left numerous messages and never received a replyOn June 28, I requested a supervisor who resolved the matterSince the negative reporting recorded on my credit reportI have been denied mortgages, loans and work opportunitiesMy credit scores were effectedThis has causes a great emotional strainI also have documentation Macys is the solo reason for such declinedDesired Outcome: I am requesting compensation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is very satisfactory to me Regards, [redacted]

April 25, [redacted] *** [redacted] *** [redacted] *** Re: Revdex.com Complaint ID [redacted] Macy’s account ending in [redacted] On behalf of Department Stores National Bank: Contact Date with Customer: April 25, Complaint Summary: [redacted] was not able to make a payment in the store on her account in January because the card reader was not working Her online payment was one day late and she was charged a late fee She would like any fees removed and for this to not affect her credit reportResolution: I called [redacted] and apologized for this situation I informed her that while fees had been removed previously, some were missed I adjusted an additional $in fees and refunded them to her in the form of a check I also let her know that we have removed the report of a day late payment from her credit report and confirmed that her account was closed as she had asked This closed her complaint Michael J.Macy’s Executive Office###-###-#### Extension ***cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] July 05, [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) After researching this matter, we will remove the remaining balance which consists of charges that were made on the account after you requested it to be closed on September 28, 2014, as well as late fees, interest fees, and return check fees, which will bring the account to a zero ($0.00) balance Additionally, we will clear our internal records of any delinquency associated with this issue, and will instruct the credit reporting agencies to update their records and delete any history of delinquency from the time period of October to the present Please allow the agencies thirty (30) business days to make the necessary corrections to update their files This letter will serve as confirmation of this request [redacted] , we appreciate this additional opportunity to respond If you need assistance on another matter, feel free to call me at the telephone number noted below Sincerely, Nancy M Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] The Revdex.com