Macy's

March 02, 2016Dear [redacted] ***: I am writing in regards to claim number [redacted] for customer [redacted] *** [redacted] reported property damage at the time of delivery and has not received the settlement checkA voicemail was left for the customer with my direct number requesting he return my callI have sent a follow up email to him, advising that I will have a check processed in the amount of $200.00, and will request the check be expedited to himSincerely,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 Regards, [redacted]

[redacted] *** [redacted] November 12, [redacted] Re: Revdex.com ID [redacted] Macys 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 Bank I apologize for any frustration you may have experienced in trying to resolve this 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 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 customers with maintaining a good payment and credit history with us I reviewed your account and removed the $late fee and the $interest charge as a courtesy to you These adjustments will be reflected in your next billing statement As of the date of this letter, your account balance is $due by December 4, [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] April 1, [redacted] Re: Macy’s Account ending [redacted] Revdex.com Complaint # [redacted] 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 Bank I appreciate the courtesy you extended to me during our conversation on March 15, We sincerely regret any frustration you may have experienced while attempting to resolve the issues associated with the fraud that occurred on your account in November of Upon review, I found that you called on November 21, 2015, and advised us that the $charge that was made on November 13, 2015, was not yours At that time we reported your Macy’s account as lost/stolen and a new credit card was issued; in addition, a Statement of Fraud was mailed to you I was disappointed to read that you called again on January 6, 2016, because you had not yet received the Statement of Fraud form we mailed We recently underwent a systems conversion for our credit accounts This conversion had caused an unanticipated processing backlog in our fraud department and fraud claims are taking longer than to resolveI see that our Fraud Department received the SOF form you faxed on January 11, 2016, but due to their backlog, the forms had not yet been “connected” to your fraud claim As I mentioned during our conversation, the investigation into the fraudulent purchase that occurred on November 23, 2015, was completed on March 15, 2016, and we cleared the original purchase balance of $from your account In addition, we removed a total of $in late fees and $in related interest charges from your account, leaving your account with a zero ($0.00) balance Furthermore, on March 18, 2016, we cleared our internal records of any delinquency associated with this issue, and requested that Equifax, Experian and TransUnion delete the late payment history previously reported for December through March from your credit file Kindly allow at least seven (7) to ten (10) days for the agencies to update their recordsUntil then, this letter will serve as confirmation of our request [redacted] , there is no excuse for the service you received and I can only apologize on behalf of our organization I have enclosed a $Macy’s Gift Card as a sign of our sincerest regrets Thank you for bringing this matter to our attention and allowing me the opportunity to resolve your concerns If I may be of assistance to you in the future, please contact me at the number listed below Sincerely, Stephen C Macy's Executive Office ###-###-#### Extension [redacted] Enclosure /mailed April 1, cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] December 13, [redacted] ** [redacted] [redacted] Re: Revdex.com complaint ID # [redacted] On behalf of Macy’s: Contact Date(s) With Customer: December 12, Complaint Summary: The customer ordered two rugs from the [redacted] store on November 28, Her order was missing two pads for the rugsA store representative by the name of Danny Btold her she could call the next day to order the padsShe called the local number and kept getting someone in [redacted] [redacted] says she called several store locations and departments and no one was able to find her orderShe is requesting that the order be canceled and that a full refund be issued to her Resolution: On December 10, 2016, an email was sent to Carolyn R., Rug Manager for Macy’s Rugs, by Stephen Con my behalf MsRconfirmed that the order has been canceled and that the refund has been requested for processing on December 12, I called [redacted] to confirm that her order has been canceled and that a refund has been requested I provided her with my personal number and extension so that we can check in within three (3) to five (5) business days Tyeisha BMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] February 5, [redacted] Re: Revdex.com Complaint # [redacted] Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of your additional complaint forwarded to us by the RevDex.com As a representative of Macy’s Executive Office and because I am familiar with your inquiry, I was asked to review and respond to your concerns on behalf of Department Stores National Bank While I understand your continuing frustration, we previously responded to this same issue when you filed your initial complaint with the Revdex.com on October 13, As stated in my letter dated December 10, (copy enclosed), there is no record of your account being set up for auto pay prior to October 13, You are correct that you made four (4) online payments; however, these payments were one-time scheduled payments and not automatic recurring payments Please know that our position has not changed The delinquency is correct and we are unable to remove the delinquency from your credit report 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 However, I appreciate the time you took to bring your concerns to my attention and for giving me the opportunity to respond If you have any further questions, do not hesitate to call me at the telephone number listed below Sincerely, Regina M Macy's Executive Office ###-###-#### Extension [redacted] Enclosures cc: [redacted] ***, Revdex.com

May 5, [redacted] ***Re: [redacted] – Case # [redacted] Revdex.com Complaint ID [redacted] Macy’s [redacted] ending ***, Macy’s account ending ***Dear [redacted] : I am in receipt of your complaint filed with the [redacted] and forwarded to Macy's Executive Office We also received your second complaint about this same issue from the Revdex.com 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 experienced regarding a payment to your Macy’s [redacted] account and for the problems you encountered in trying to resolve this issue.I was disappointed to read that you had problems accessing your accounts online through macys.com, reaching our customer service representatives in order to make a payment and in receiving your billing statements Our records indicate you registered your accounts on macys.com to receive electronic billing notices at the e-mail address we have on file: [redacted] However it appears that we did not send you any e-mail notices until after December 23, I apologize for any inconvenience this situation may have caused.In August 2015, we went through a system conversion for the Macy's credit card accounts and redesigned the credit servicing site accessed through our macys.com website Unfortunately, this complex upgrade caused a disruption of service to some of our customers' accounts, including your account We are sorry for the problems you encountered while attempting to access your account online and arrange a payment on the new credit website Upon review, I found that the payment you made at the [redacted] Macy’s on October 31, 2015, was processed to your Macy’s store account instead of to your Macy’s [redacted] account I was able to confirm that we corrected this error on December 28, 2015, and transferred your $payment We also closed both accounts as you requested at that time I am sorry that only a $late fee and $interest charge were removed when the payment was corrected and that you had to call back to get the remainder of the fees removed Our records show we removed $in late fees on March 31, 2016, leaving your account with a $credit balance We sent you a refund check for this amount on April 3, 2016, which you should have received Please find enclosed copies of your billing statements from September through March 2016, along with your October 31, 2015, payment receipt, for your convenienceWe cleared our internal records of any delinquency associated with this issue, and requested that [redacted] , [redacted] and [redacted] update their records and delete any history of delinquency from the time period of January through March Kindly allow the agencies thirty (30) days to make the necessary corrections to update their files Thank you for bringing this matter to our attention and giving me an opportunity to reply If I may be of assistance in the future, feel free to contact me at the telephone number listed below Sincerely, MsRandi P.Macy's Executive Office###-###-#### Extension ***Enclosures/mailed May 5, 2016cc: [redacted] [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 Macy's indicated that they transfer the refund to may account but it didn't appear on my records and I make three call with the customer service and they can check their system for this call and every time they told me that it will take about working day to refund the amount to my account so it means that their is no refund and the second issue that the additional fees totaling $28.18, which include interest and a late payment fee must not applied to my account because it isn't my fault Regards, [redacted]

Dear [redacted] : I am in receipt of your response forwarded to us by the Revdex.comI have verified that the credit has posted to your [redacted] account in the amount of $ I will be sending a separate email to you with my direct contact information When you make a selection you may contact me directly and I'll be happy to apply the discount Sincerely, Jennifer C Macy's Executive Office

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 meI will monitor my monthly statements to see if I am charged another minimum interest fee on any zero balances in the future Regards, [redacted] ***

Dear [redacted] ***, We are in receipt of Revdex.com complaint number [redacted] I have reached out to the customer and have carefully reviewed all issues she was experiencing I am accommodating the Macy's Money that would have been earned which was $65.00, in the form of a Macy's gift card Based on this information and speaking with the customer we are considering this matter closed satisfactorily Thank you Theresa S.Correspondent, Omnichannel Presidential | Macy's, IncDUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

Dear [redacted] ***,We are in receipt of Revdex.com complaint number [redacted] I have reached out to the customer and they agreed on the $gift card that was sent out on 12/27/Based on this information we consider this matter closed satisfactorilyThank youTheresa S.Liaison, Omnichannel Executive Office | Macy's, IncDUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

August 29, [redacted] [redacted] *** Re: Revdex.com Complaint ID [redacted] Macy's [redacted] account ending in *** Dear [redacted] : I am in receipt of your most recent 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 continued concerns on behalf of Department Stores National Bank (DSNB) Your statement that closed on March 4, 2016, had a balance of $ This balance consisted of purchases totaling $and credits totaling $ There was a minimum payment of $due by April 1, When no payment was received, a $late fee and a $interest charge were assessed to the account, leaving a balance of $for the statement closing April 4, (with a minimum payment of $due by May 1, 2016) No payment was received by this date, resulting in another late fee in the amount of $and an interest charge of $ This resulted in a balance of $for the statement that closed May 5, 2016, with a minimum payment of $due by June 1, No payment was received, and on the statement dated June 3, 2016, you were assessed another late fee of $and interest in the amount of $ This left a balance of $158.96, with a minimum payment of $due by July 1, The statement that closed on July 5, 2016, had a return credit of $20.96, as well as a late fee of $and interest totaling $(as payment was still not received) The July 5, statement had a balance of $178.35, with the balance in full due by August 1, Lastly, your most recent statement included another $late charge, a $interest charge, and credits totaling $(late charges in the amount of $and interest of $4.00) The balance on this statement, dated August 5, 2016, was $(which is your current balance), with the balance in full being due by September 1, I have enclosed copies of the statements in question, so you can see the transactions each month As you had stated in a prior complaint, due to an issue with your address, you did not receive your statements for the months of February through May This is the reason that we credited you for the late charges and interest charges for that time period (totaling $105.00) The fees since your address was updated are valid, and will remain on the account (this is why your balance is higher than the initial purchase) As previously explained to you in our letter dated August 2, 2016, we have cleared our internal records of any delinquency, and requested that [redacted] , [redacted] , and TransUnion delete any history of delinquency from the time period of April through May as it pertains to the account referenced above [redacted] , we understand that this is not the full resolution that you requested Regrettably, we are unable to offer compensation in regards to your Macy's [redacted] account We realize that you have a choice of where to shop and we are sorry if this issue has jeopardized our business relationship If I may be of assistance in any other matter, do not hesitate to call me at the telephone number listed below Sincerely, Ebony M.Macy's Executive Office###-###-#### Extension *** Enclosures /mailed August 29, cc: [redacted] ***, Revdex.com

***, We received the complaint for [redacted] regarding ID [redacted] The customer disputed the return fees on the chair orderWe have processed two separate credit to refund the delivery fee and the restocking fee to the customer’s accountWe have confirmed these credits to the customer via emailThanks, Jon A| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

12/5/2016Dear [redacted] ***,We have received a reply from Macy's Michael M We have received a reply from Macy's Michael Mstating our check will be delivery tomorrow via ***(On the telephone 11/29/2016, he stated that we would have all our money by the weekend)We will accept this under the following conditions: This check must complete a full refund of the furniture as he stated and deliver by 12/6/2016.Also, we are requesting that he increase the amount of Merchandise Only Certificate to $ We paid taxes only for the merchandiseThe Merchandise Only Certificate must be received by Friday, 12/9/Sincerely, [redacted]

November 23, [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 concerns On behalf of Macy's, please accept my apology for any inconvenience you experienced when your order # [redacted] did cancelUnfortunately, the gift cards used seemed to have been compromisedThere were five $gift cards, which were put on security hold and cannot be usedIn respect and consideration I am sending you a new gift card for $to replace the valueUnfortunately, the merchandise selections in your order are no longer available Macys.com customer service is available hours a day at ###-###-####I have reported your experience to the correct department to assure continuous service for our customers Ms Weir, thank you for bringing this matter to our attention and giving me the opportunity to respondPlease do not hesitate to contact me at the telephone number listed below if I can be of further assistance Sincerely, Marjorie B Macy's Executive Office ###-###-#### Extension [redacted] 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 A blanket template apology which does not indicate any resolution or ownership from a company such as thisMy money was not sent back via a gift card of $ad the message indicatesMy money was returned between two different gift cards and sent on different dates after I received the wrong reimbursement amountI had to escalate and send several emails and notifications over the course of weeks to have my money reimbursedThe company failed on several occasions to reimburse my money in a timely manner and make the situation right I would except much more from a company such as this Regards, [redacted]

[redacted] *** [redacted] November 30, [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 concerns on behalf of Department Stores National Bank Upon review, I found that we previously responded to this same issue when you wrote to [redacted] Terry L., Chairman and CEO of Macy’s I am sending you a copy of our letter dated October 21, 2015, which includes a summary of our research that all late fees charged to your account on August 23, 2015, and September 20, 2015, were removed including an explanation of the Minimum Payment Due I confirmed that we removed a total of $ in accumulated fees which included a total of $in late fees and $in interest charges as shown on your billing statement for the period ending on October 23, (copy enclosed) As of the date of this letter, your account has a $balance with a $minimum payment due by December 20, I want to further explain that our system upgrade caused some challenges which resulted in a disruption of online servicing for many customers including you, as well as longer-than-wait times for customers calling us We again sincerely apologize for any frustration that this may have caused you, and for the problems you encountered while attempting to have the fees removed I am also sorry that after being placed on hold for more than minutes, your call was disconnected Please be assured that we are doing everything we can to ensure we provide you the level and type of service you have come to expect at Macy's [redacted] , we regret this matter escalated to this point; however, we appreciate the time you took to bring your concerns to our attention and for giving me the opportunity to respond To restore your faith in Macy's, I would like to invite you to shop with us again by accepting $ in Macy's Money that can be used at any of our Macy's stores I am sending this under separate cover, which you should receive within seven (7) to ten (10) business days If I may be of any further assistance, do not hesitate to call me at the telephone number listed below Sincerely, Regina M/ Macy's Executive Office ###-###-#### Extension [redacted] Enclosures cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] October 24, [redacted] Re: [redacted] - Case # [redacted] Revdex.com - Case # [redacted] Macy’s [redacted] account ending in [redacted] Dear [redacted] : I am in receipt of your complaint filed with the Revdex.com and the [redacted] 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 We sincerely regret any frustration that you may have experienced regarding the Credit Balance Refund check we issued for your overpayment My research found that you contacted us by phone on June 7, 2016, to request a refund check in the amount of $1,827.41, on your Macy's [redacted] account ending in *** A check for that amount was mailed on June 10, 2016, to the address on your account at that time, of [redacted] *** You contacted us on July 28, 2016, to update your address and we advised you that on June 10, 2016, the refund check had been mailed to your previous address At this time, we requested a stop payment on the previously issued Credit Balance Refund check, and requested another check be sent On August 30, 2016, you contacted us and stated you still had not received the check A request to stop payment was madeHowever, on September 10, 2016, research confirmed the initial refund check was cashed on June 22, On September 28, 2016, you contacted us and the associate sent a letter with a copy of the signed check to you at your current address I have enclosed copies of the letter and the front and back of the cancelled check for your review If you wish to dispute the signature, I have also included an affidavit for that purpose [redacted] , thank you for bringing this matter to our attention and giving me the opportunity to respond I hope this letter clarifies any questions you had and please do not hesitate to call me at the telephone number listed below if I may be of further assistance Sincerely, Rhea BMacy’s Executive Office ###-###-#### Extension [redacted] Enclosures / mailed October 25, cc: [redacted] [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 FI have not received a message from Macy's and I cannot reach the phone number provided in their responseIf MsRwants to call me she can use my cell phone number which is ###-###-####Thank you Regards, [redacted]