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 but we also would liked a copy of the department stores national bank credit card agreement that they are claiming that we sign Regards, [redacted]

August 22, [redacted] ***Re: Revdex.com, Complaint ID [redacted] Macy’s account ending in ***Dear [redacted] ***:I am in receipt of the additional comments you filed with the Revdex.com, which were forwarded to Macy’s Executive OfficeAs a liaison in this office, and because I am familiar with this matter, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB)I am sorry that you are dissatisfied with my previous responseWhile I understand your position, unfortunately, we are unable to accommodate your requestsThough credit reporting is voluntary, if a creditor chooses to report account performance, they must do so accuratelyIn order to maintain the integrity of credit information in the marketplace, it is important that creditors refrain from deleting reported account history unless a bank error occurredHere, as stated in my earlier response, there was no bank errorBy opening and using the Macy’s account, you consented to the DSNB Credit Card Agreement, which governs the usage and reporting of your account and specifically notes, “Late payments, missed payments, or other defaults on your account may be reflected in your credit report.”To address your concerns regarding the time frame for reporting this account, the reporting for your account will expire years and months from the first date of delinquency, which was October 9, Accordingly, the reporting will expire in Further, as we stated in our previous letter, due to the age of your debt, we do not accept payments over the phoneIf you would like to mail a payment for your account balance, you can mail it to our voluntary payments address, which is [redacted] Once your payment posts to the account, we would be happy to send you a letter confirming the ending balanceAdditionally, we will update our reporting with the credit reporting agencies with the balance at that timePayments are posted on the date they are received [redacted] ***, I trust this will clarify any misunderstanding you might haveIf you have any questions, please feel free to contact me directly at the telephone number listed belowSincerely, Stephen C.Macy’s Executive Office###-###-#### Extension ***The Macy’s Card is issued by Department Stores National BankMrJames KeltyApril 7, [redacted] cc: [redacted] ***, Revdex.com

March 02, 2017*** ***Revdex.com CincinnatiE 4th StSuite 600Cincinnati, OH 45202Re: Response to Revdex.com Complaint ID # [redacted] Dear ***: We are in receipt of Revdex.com Complaint ID # [redacted] We have spoken to [redacted] and have reviewed all matters as expressed in the complaintThe customer's merchandise was delivered to her shipping address and we are sending her a gift card due to the inconvenience and frustrationAt this time, we consider this issue resolved.Thank youSincerely,Carrie R.Macy's Executive Office###-###-#### Extension ***

[redacted] *** [redacted] February 4, [redacted] Re: Revdex.com ID # [redacted] Macy’s Rebate Dear [redacted] ***: Thank you for the courtesy extended during our telephone conversation on February 4, 2016, regarding your complaint filed with the Revdex.com and forwarded to Macy’s Executive OfficeThis letter is to confirm our discussion Please accept my sincere apology for any frustration that may have been caused regarding your rebates and for the problems you encountered in trying to resolve this issue Regarding your online chat, I was disappointed to hear of the customer service issues you describe in your letter, as it is not indicative of the quality customer service we strive to provide Macy’s expects each facet of its operations to meet exceedingly high levels of service Therefore, I want to thank you for taking the time to let us know of your experience You confirmed receipt of two rebates totaling $ A $rebate check was sent on January 11, 2016, a $rebate check was sent on January 20, 2016, and we show both the checks cleared our bank on January 21, 2016, and February 1, respectively In addition, I am happy to advise the final rebate for $is in process You are able to track the progress at macysrebates.com [redacted] ***, 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, Rhea B Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] October 27, [redacted] Re: Revdex.com Complaint ID # [redacted] Contact Date(s) With Customer: October 18, Complaint Summary: [redacted] submitted a Revdex.com complaint in regards to a $off $purchase couponShe made a purchase on October 2, 2016, and was denied the use of the coupon on an order that cost $ She called customer service who offered her a $gift card which she declined She requested a refund be sent to her [redacted] debit card She provided her card number to the Customer Service Representative and was told the refund would be processed within five (5) days When no refund was received, she called Customer Service and was promised a 20% refund which she has not received as well [redacted] is requesting a $refund to resolve her complaint Resolution: I spoke with [redacted] on October 18, 2016, and apologized for the inconvenience She was very concerned that an associate took her debit card information but did not process the refund; therefore, she cancelled that card with her bank I offered her a $gift card and she declined, stating she does not intend to shop with Macy’sHer original purchase was used with a [redacted] gift card which she no longer has As a courtesy, I informed [redacted] that I will refund her $on her [redacted] debit card once she provides me the numbers She informed me that she is awaiting her new card to come in the mail I also informed her I will attempt to locate the representative that she spoke with to address the reason the refund was not submitted Per her request, I emailed her a recap on October 18, She will send me the day and time of the phone call and her debit card number to submit for the refund On October 20, 2016, I emailed her again as a reminder as I have not received a response On October 21, 2016, I received the [redacted] card number to process the $return I informed the customer the refund was processed on October 25, 2016, and to please allow 3-business days to receive the creditOn October 27, 2016, a final email was sent the customer to advise we were unsuccessful in locating the phone call with the Customer Service Representative that accepted her credit card information for the refund I sincerely apologized for this and assured the customer that her information is safe with Macy’s and that the refund should be in her account by the end of next week The customer was happy with this resolution Monique MMacy's Executive Office ###-###-#### Ext [redacted] 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 meMonique did all she could to help me with my situationI just wish more people at Macy's had her understanding Regards, [redacted]

January 11, [redacted] [redacted] *** [redacted] *** Re: Better Business Bureau complaint # [redacted] Macy’s [redacted] account ending in *** On behalf of Department Stores National Bank: Contact Date with Customer: January 7, Complaint Summary: [redacted] had some unauthorized charges on her Macy’s [redacted] account totaling $ She has submitted the necessary forms to dispute the charges as fraud Her account has not yet been corrected nor has the issue been resolved She wants the charges and all fees removed from her account Resolution: I called and spoke to [redacted] and apologized for any concern this has caused I informed her that the unauthorized charges have been removed, along with all fees, leaving her account with a credit of $ The late payment history has also been corrected in our records as well as with the credit bureaus This resolved her complaint Michael J Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license The Macy’s [redacted] Card program is issued and administered by Department Stores National Bank

[redacted] *** [redacted] August 16, Revdex.com RE: [redacted] - Case # [redacted] Revdex.com ID # [redacted] Macy’s Account ending in [redacted] To whom it may concern: I am in receipt of [redacted] most recent complaints filed with the [redacted] (CFPB) and Revdex.com (Revdex.com) forwarded to Macy’s Executive Office As a liaison in this office, I was asked to review and respond to her concerns on behalf of Department Stores National Bank (DSNB) As [redacted] has requested that we not contact her regarding her account, we are addressing our response to the CFPB and Revdex.com directly I was disappointed to read of the problems [redacted] expressed regarding her communication with “MsG” Our customers’ comments are important to us, as they provide us an opportunity to follow up with the appropriate action Therefore, I have forwarded [redacted] feedback to the proper management Please be assured that the Bank does not participate in dishonest or deceptive business practices of any kind We have policies and procedures in place to ensure that we are in compliance with applicable laws Our records indicate that [redacted] has contacted us previously regarding the above-referenced Macy’s account As explained in our past letters dated May 1, 2017, and July 17, 2017, (copies enclosed) [redacted] was advised to contact [redacted] Collections Department no later than May 18, 2017, to arrange a payment assistance plan to prevent her account from being charged off and placed with a third party collection agency We received a phone call on May 3, 2017, and in an attempt to provide assistance, payments were set up in accordance with our payment plan guidelines Our records confirm that [redacted] called back on May 18, 2017, and changed the payment date from May 20, 2017, to May 23, Records confirm that she advised the representative who assisted her that she was supposed to have unemployment income that week, but she was just advised that it would be delayed The representative changed the date for the payment and also advised her it was still possible the account would charge off The agent closed her notes by stating that [redacted] would call back if anything changes We received a $payment from [redacted] on May 23, 2017, but it was returned on May 26, 2017, due to Non-Sufficient Funds (NSF) When a payment is returned due to NSF, our system codes the account as if the payment was not received A replacement payment of $was made over the phone on May 31, 2017; however, this payment was also returned when a stop payment was placed on it On June 3, 2017, we received a third $payment, and this payment was also returned on June 7, 2017, for NSF Unfortunately, when the first payment was not received by the payment due date on May 20, 2017, and all replacement payments were returned, the payment plan defaulted and the account was charged off with a balance of $3,on June 25, Should [redacted] have any further questions, or if she would like to make a payment, her account is now being handled by [redacted] (***) She may contact them directly at ###-###-#### Regarding [redacted] issues regarding her telephone numbers on her account, I would like to clarify that her number ending in [redacted] has always been attached to her Macy’s accountHowever, our records indicate that the number ending in [redacted] was also attached to the account and was listed as her primary phone number Our records further indicate that, on March 15, 2017, our system systematically updated the primary phone number ending in [redacted] to the number ending in [redacted] because, when we attempted to reach her at the number ending in ***, the number ending in [redacted] was not valid or not in service I apologize if this information was not properly or completely communicated to [redacted] in our previous responses to her complaints Regarding [redacted] request to reverse the fees and interest on the account, it is not the Bank's policy to remove any delinquency unless it occurred as a result of a bank error My review shows that all fees were properly applied; therefore, we are unable to accommodate her request We are sorry for the continued frustration this has caused [redacted] , but we are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment If she has questions, she may contact me at the telephone number listed below if she chooses Sincerely, Cory EMacy's Executive Office ###-###-#### Extension [redacted] Enclosures: cc: [redacted] [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 Our records indicate that the drivers arrived earlier than your hour time window and you were unable to leave work to meet themThe drivers then continued on with their schedule and were unable to come back to complete deliveryPlease accept my sincerest apology for the inconvenience this caused youPlease be assured that this information will be passed on to the appropriate personnel for review We show that your delivery was completed on 1/29/2016, I hope you were pleased with your delivery service and again apologize for the delay We show that adjustments have been processed for $and $As well, due to your experience, I have processed an additional adjustment for 10% off of the orderThese credits will post to the original form of payment 3-days after delivery is completed Sincerely, Jennifer C Macy's Executive Office

January 11, [redacted] [redacted] *** [redacted] *** *** [redacted] complaint ID [redacted] Macy’s account ending in [redacted] On behalf of Department Stores National Bank: Contact Date with Customer: January 6, Complaint Summary: [redacted] states the she made a payment of $to her account on August 18, 2015, and it was not applied to her account She has provided a copy of the payment check from her bank and called the credit department multiple times, but the correction has not been made Resolution: I called [redacted] and apologized for this situation I informed her that we are processing the adjustment for the missing payment and removing all interest and fees from her account for a zero balanceThis resolved her complaint Michael J Macy’s Executive Office ###-###-#### Extension *** cc: [redacted] ***, Revdex.com

February 17, [redacted] ***Re: Revdex.com, Complaint ID [redacted] Macy’s account ending ***Dear [redacted] :I am in receipt of your complaint filed with the Revdex.com, which was forwarded to Macy’s Executive OfficeAs a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National BankIn reviewing our records, I found that when you opened your Macy’s account on December 12, 2016, you made furniture purchases totaling $8,At this time, I found that your purchases qualified for special financing where interest would be deferred and would not be charged if the balance was paid in full within monthsI apologize for the sales associate error in processing your order and for the length of time it has taken to resolve this matterBe assured your customer experience is not typical, and that the appropriate feedback will be shared with the representatives involved for further training and developmentTo bring this matter to resolution, I have credited all interest charged to your account (totaling $1,970.60) and one late fee of $27.00, leaving your account with a remaining balance of $5,490.94, consisting of $remaining from the furniture that was charged on December 23, 2015, and $from the furniture charged on January 16, Your account was closed on January 16, 2017, as you requested.Additionally, we are pleased to extend your deferred interest period for another twelve (12) months, which is due to expire on January 12, for the purchases charged on December 23, 2015, and February 12, 2018, for the furniture charged on January 16, Interest will accrue during this time period; however, it will not be charged if the entire balance is paid in full by the expiration datePlease refer to the enclosed terms and conditions of the Special Event balance offer for additional details[redacted] , I appreciate your bringing this matter to our attention and allowing me the opportunity to respond to your concernsIn addition to the extended Special Event financing, please accept the enclosed $in Macy’s Money Certificates as a gesture of our goodwill for this unfortunate situationIf I may be of further assistance to you, please contact me at the telephone number listed belowSincerely, Stephen C.Macy’s Executive Office###-###-#### Extension ***The Macy's card is issued by Department Stores National Bank P.OBox Phoenix, AZ 85072-2184Enclosures / mailed February 17, 2017cc: MsTina Geers, Revdex.com Macy’s Customer Service Management

April 22, [redacted] We are in receipt of complaint ID #regarding the customer's property damage claim settlement delayWe contacted the customer and confirmed that they received the property damage claim settlement check yesterdayAt this time, Macy's will consider this matter closed Thanks, Sincerely, Macy's Executive Office

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 Apparently we are not going to get anywhereI have noting to lose by not paying a debt that you created as you have already ruined my creditAs stated before, you will not see another dime from meI did NOT change to electronic bill by my willIt was something that I missed in your online bill pay process and is unethical to doYou then did NOT notify meSince you are unwilling to correct the wrong, you will then take the $I did owe as a lossAs stated before, it is now all about the principle of the matter and how you are screwing people overI have news for you...YOU are NOT screwing over this veteran! Send it to your loss prevention department! Regards, [redacted] ###-###-####Additional comments received via email:I have been having trouble navigating the system and did not get to respond to the most recent letter as it did not come up until after I responded and now I am unable to make a response [redacted] from [redacted] sent a letter stating that on Feb 14, I requested that a telephone number change from my home to a mobile numberI have not had a home phone since leaving my parent's house after returning from the military in I have had the same number since and only opened this Macy's account in 2016, therefore, there was no need for a phone number change as they had my phone number on file already, yet then never used it! I was never asked about being contacted on my cell phone number and therefore this is falseI would like to see or hear the proof in this matter to support their claims.The letter further claims that on July 7, I was notified by [redacted] , a collection agencyThis statement is true as this is what I have been saying from the startThis, months later, is how I found out a bill was owed and that they did not receive my checkThis is when I contacted Macy's to find out what happened and everyone was rude and would not talk to me which is why I came to you for assistanceIf I need to open another Revdex.com because I cannot communicate my frustration with their lies and deceitfulness, I can do thatThey keep repeating themselves and then coming up with things that never happenedI am not asking for muchI am just asking that my tainted credit report be restored and the extra charges that I knew nothing about due to their negligence be removedThen I have no problem making the payment in full as I had done back in February/March which apparently they never receivedThank you, [redacted]

April 4, [redacted] ***Re: Revdex.com Complaint ID [redacted] Macy's Account ending in ***Dear [redacted] :I am in receipt of your recent correspondence forwarded to us by the Revdex.comAs a liaison in Macy's Executive OfficeI was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB)I apologize for any inconvenience you experienced as a result of the matters outlined in your complaint.Our records show that you made a payment of $1,on March 14, by personal checkWhile your payment posted to the above-referenced Macy's account immediately, a temporary hold was placed on your payment tintil March 29, 2018, at which time your available credit was increased by the amount of your payment.A temporary hold of fifteen (15) days was placed on your check for the following reasons: (i) your account had a returned check less than three (3) months prior to the payment referenced in your letter, for a payment dated December 20, 2017, which was returned on January 2, due to insufficient funds, (ii) the bank account number was new in our system and was not used to make payment on the account historically, and (iii) the size of the payment as much larger than any other payments made to this account previously.Your billing statement with a statement Closing Date of February 21, had a balance of $1,As of the date of this letter, your account has a current balance of $159.63, with a Minimum Payment Due of $due by April 20.2018.Thank you for bringing these matters to our attention and giving me the opportunity to respondI assure you your business is important to us, as well as appreciatedPlease do not hesitate to call me at the telephone number listed below if I may be of further assistance.Sincerely.Justin B.Macy's Executive Office ###-###-#### Extension ***cc: [redacted] ***The Revdex.com

[redacted] *** [redacted] February 9, [redacted] [redacted] Re: Revdex.com Complaint ID # [redacted] Dear [redacted] : I am in receipt of your RevDex.com complaint that was forwarded to Macy's Executive Office As a representative of this office, I was asked to review and respond to your concerns I intended to discuss this matter with you personally; however, my attempts to reach you on January 30, 2017, were unsuccessful However I was able to leave you a voice mail message In regards to your wife's [redacted] handbag repair, I contacted [redacted] Client Services at ###-###-#### and was advised that they do not have a warranty program on their products Their products are handmade and all repairs are done by [redacted] craftsmen The repair made on your wife's handbag was from wear and not a product defect As required by [redacted] , the repair person must also indicate the condition of the bag as it is received, which according to your complaint was “well worn, dirty, and tanned” In reviewing this with the [redacted] representative, she advised that the condition of the bag is for one that has been lovingly used for six years To preserve the beauty of the handbag, [redacted] recommends following these guidelines for its care: - Be careful not to scratch or rub your product against abrasive surfaces, especially the leather trim- Prevent your product from humidity and keep it away from direct sources of heat (radiators, inside of cars in summer)- Clean the bag with a soft cloth that has been dampened with slightly soapy water, avoiding the leather parts and never use a solvent- Avoid contact with hand cream, hand sanitizer, maand perfume- When not in use, store the article in the felt pouch provided with your purchaseDo not store in high temperature, high humidity or unventilated areas The trimmings are in natural cowhide leather, which is finished through a vegetal tanning processSome natural marks or genuine irregularities in the leather may show through Over time, the leather, which is sensitive to scratches, will acquire a beautiful patina- Protect your product from water, which may stain the leather- Natural cowhide may be stained by contact with damp hands (sanitizer, hand cream, water, perfume etc.)- Should it get wet, dab it with a lint-free, light-colored and absorbent cloth and never use a solvent The customer service issues you describe in your letter, as it is not indicative of the quality customer service we strive to provide Macy’s expects each facet of its operations to meet exceedingly high levels of service Your feedback is critical as it assists us in truly understanding our customer’s experiences and directs our attention to areas in which we can improve our service quality Therefore, thank you for bringing this matter to our attention and giving me the opportunity to respond [redacted] , please accept my apology for any misunderstanding regarding the repair on your wife’s handbag While I am unable to refund the cost of the repair, as a gesture of goodwill, I have enclosed $in Macy’s Money that can be used in any Macy’s store towards a future purchase If I may be of additional assistance, please contact me at the number listed below Sincerely, Janice DMacy's Executive Office ###-###-#### Extension [redacted] Enclosures / mailed February 9, cc: [redacted] ***, Revdex.com

February 19, [redacted] ***Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted] ***: I am in receipt of complaint ID: [redacted] I have spoken to [redacted] and we have addressed all issues to his satisfactionBased on this information, Macy's considers this matter closed and resolvedSincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.OBox Mason, OH 45040Office: ###-###-####

September 30, [redacted] Re: Revdex.com – complaint ID [redacted] Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of your recent complaint filed with the Revdex.com and forwarded to Macy’s Executive Office I responded to your prior inquiry; therefore, I was asked to reply to your additional concerns on behalf of Department Stores National Bank As explained in our initial response, this situation began with your billing for the period ending May 11, We have confirmed that billing notifications were sent to you at the email address we have on file of [redacted] , for the months of May, June, and July We are also able to confirm that they have been opened Your Macy’s account remains coded for online billing statements only You may change how you receive your monthly statements by following the instructions on your profile on macys.com Respectfully, our position on this matter has not changed We are unable to remove the delinquency from your credit report associated with this matter Thank you again for contacting Macy’s Sincerely, Michael J Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] November 14, [redacted] Re: Revdex.com Complaint ID # [redacted] 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 We were pleased to learn of the excellent service that you received from Samantha when you contacted the [redacted] Mall We are always happy to hear when one of our associates makes an outstanding impression and were pleased she has chosen to work for us I have forwarded a copy of your letter to the Store Manager, to ensure that Samantha will receive the appropriate recognition In addition, it was disheartening to hear about the problems you encountered at the [redacted] Mall and I do apologize for any inconvenience you may have experienced Please be assured that the service you received is not typical of the level of quality customer service that we strive to provide, and we appreciate your bringing the situation to our attention I have forwarded a copy of your letter to the Store Manager for review [redacted] , thank you for taking the time to send us your feedback We are always looking for ways to improve our service and your comments are critical to that goal If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below Sincerely, Rhea BMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com [redacted] Mall, Store Manager [redacted] Mall, Store Manager

[redacted] *** [redacted] February 26, [redacted] Re: [redacted] – Case # [redacted] Revdex.com Complaint ID [redacted] Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of your complaints filed with the Revdex.com and the [redacted] , 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 I was disappointed to read that you had problems receiving your billing statements and that your account address was changed to an address that was not yours I am also sorry that part of the problem with your account payments was that you were not notified in a timely manner due to not receiving your billing statements We sincerely regret any frustration you may have experienced and for the length of time it took to resolve these issues On December 28, 2015, you called about the past due status of your account You were able to confirm that the address we had on file for [redacted] was not your current address and we reinstated the address listed above for your account Additionally, we removed the $in late fees and $in interest charges, bringing your account balance back to $for the original purchase You paid this amount that same day and closed your account We have since removed the $interest charge from January 26, 2016, leaving a zero account balance Due to the address problems and non-receipt of your billing statements, we cleared our internal records of any delinquency associated with this issue, and requested that the credit reporting agencies update their records and delete the delinquency reported for December from your credit file Kindly allow the agencies approximately seven (7) to ten (10) business days to make the necessary corrections to update their files Upon review, I found that your account was opened using the address listed above and had a $balance for the billing period ending October 26, On October 28, 2015, your account address was changed to [redacted] by telephone via our automated Voice Recognition Unit After authorizing a customer by requesting the customer input their account number and some identifying information, a customer could update their mailing address using the voice recognition system We received your $payment on November 20, 2015, by telephone; however, the payment was returned by your bank unpaid on November 24, 2015, causing your account to become delinquent Unfortunately, we were unaware that you did not receive the November 26, 2015, billing statement showing that your payment was returned If I may be of assistance in the future, do not hesitate to contact me at the number listed below Sincerely, MsRandi P Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] [redacted] ***, Revdex.com

Re: Revdex.com Compliant ID [redacted] Dear [redacted] ***: We received the complaint for [redacted] regarding ID [redacted] The customer stated that they wanted their order replaced Our records indicate the order was replaced on June 29, and delivered on July 3, At this time, Bloomingdale's considers this matter closed Sincerely, Jaime R Bloomingdale's Executive Office ###-###-#### Extension ***