Macy's

March 15, [redacted] ***RE: Revdex.com Case # [redacted] Macy's Account for [redacted] Dear [redacted] :I am in receipt of your Revdex.com complaint submitted on behalf of [redacted] regarding her Macy's accountAs a liaison in Macy's Executive Office, I was asked to review and respond to this request on behalf of Department Stores National Bank (DSNB).Because you are not listed on [redacted] account either as a joint or an authorized signatory, it is not the Bank's policy for us to correspond with you regarding [redacted] account; therefore a separate response is being addressed to [redacted] directly.Thank you for contacting out office, and allowing me the opportunity to respondIf you have further concerns or questions, feel free to contact me personally.Sincerely, Briana D.Macy's Executive Office ###-###-#### Extension ***Cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] December 15, [redacted] [redacted] Re: Macy's Account ending in [redacted] Dear [redacted] ***: I am in receipt of your recent complaint filed with the Revdex.com regarding your Macy's Account ending in *** 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) As of the date of this letter, the below information is currently reporting for this account Open Date: December 21, Last Purchase Date: April 28, Last Payment Date: March 3, Charge-off Date: February 26, Balance: $ Our records indicate that we did not receive the Minimum Payment due on the account for the periods ending June 26, 2012, through February 26, The account was closed on September 26, 2012, by the creditor, Department Stores National Bank, because payments were not received as required by the terms of the credit card agreement (copy enclosed) The account was charged off on February 26, 2013, due to non-payment and was assigned to an outside collection agency I have enclosed copies of the billing statements for the periods ending December 26, 2011, through March 26, 2013, for your review Please be advised, your account is reporting accurately as an unpaid charge-off Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report Your account is currently assigned to the collection agency, [redacted] ***, for the outstanding balance of $ No late fees or interest charges will be removed and the agency can only negotiate payments or a settlement amount Please contact [redacted] at ###-###-#### to establish payment arrangements [redacted] ***, I hope that you can understand our position on this matter although it may differ from your own Please do not hesitate to contact me at the telephone number below if you have additional questions or if I can be of further assistance Sincerely, Julia O Macy's Executive Office ###-###-#### Extension [redacted] Enclosures cc: Revdex.com Complaint ID: [redacted] [redacted] This is an attempt to collect a debt and any information obtained will be used for that purpose

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 received voice mail from Kerry Aand called back, but I didn't get any response from Bloomingdale's Regards, [redacted] ***

No response via phone, need to speak with customer in regards to her concerns and authorization holdsNo responseSee previous message below Dear [redacted] : I am in receipt of your complaint # [redacted] forwarded to us by the Revdex.comAs a representative of Macy's Executive Office, I was asked to review and respond to your concerns.I have sent several emails requesting that you to contact our office at your earliest convenience to resolve your concern at the number listed belowSincerely, Tara B.Macy's Executive Office###-###-#### Extension ***

December 23, [redacted] ***Cincinnati Revdex.com E Fourth StSuite Cincinnati, OH Revdex.com Case # [redacted] Dear [redacted] : We are in receipt of Revdex.com Complaint # [redacted] We have spoken to the referenced customer and have resolved all matters as expressed in the complaintBased on this, we consider the matter closed satisfactorilyThank you Sincerely, Melissa U Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted]

January 24, [redacted] ** [redacted] Re: Revdex.com, Complaint ID [redacted] Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB) I regret learning of the difficulty you have experienced with your Macy’s account As mentioned in your complaint, I found you were charged twice for the same items and one of the transactions should have been voided to ensure you were given the right discount for your products I am sorry this was not previously resolved, however, we have credited your account $for the duplicate charge In reviewing your recent payment activity, I found that your auto payment processed successfully on January 5, 2018, for your entire statement balance of $On December 26, 2017, you scheduled a second payment of $on the credit servicing site accessed through macys.com If you are enrolled in autopay and you also schedule a payment manually, the auto pay will resume unless the account is at a zero balanceThis may result in two payments withdrawing on the same date, which is what occurred here Because of your purchase of $on December 9, 2017, we were unable to refund the entire duplicate payment of $92.88, but a wire transfer in the amount of $was completed on January 15, Currently, your account has a credit balance of $115.02, for the refund of the duplicate charge in September We are only able to complete one wire transfer per account every days, so unfortunately, we are unable to transfer this credit balance to your bank account until February 15, You are welcome to shop against this credit balance, request a physical check refund, or we can initiate the refund of this credit balance electronically after February 15, For further assistance, you may request a credit balance refund online through the credit servicing portal, you may call customer service using the phone number on the back of your card, or you may contact me directly at the telephone number listed below I appreciate you bringing this to our attention and allowing me the opportunity to respond to your concerns Rest assured your experience is not typical of what we strive to provide and I will be following up with the managers of the associates you spoke with to ensure they are coached on how to resolve similar inquiries such as this in the future If I may be of further assistance to you, please feel free to contact me directly at the telephone number listed below Sincerely, Stephen CMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com Macy’s Customer Service Management

[redacted] ***Cincinnati Revdex.comE Fourth StreetSTE 600Cincinnati, OH 45202Dear [redacted] ***: I contacted [redacted] by phone to resolve her complaint ID [redacted] and to apologize for any inconveniences she experienced as a result of her macys.com order # [redacted] As an accommodation, I am sending [redacted] a purse of her choosing to fulfill the BOGO free offer that she placed originally, with an expected delivery date of August 12, Based on the above, Macy's considers this matter resolved and closed satisfactorilySincerely,Colette O.Macy's Executive Office###-###-#### Extension ***

***, We received the complaint for [redacted] regarding ID [redacted] The customer stated they never received the full refund for the returned merchandiseWe have processed a sales audit to refund the customer for the mirror and dresser which were not included in the return creditIn addition, we have refunded the customer for the late fees they incurredMacy's Executive Office Jon A| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

November 8, [redacted] ***Re: Revdex.com Complaint ID # [redacted] Macy’s [redacted] account ending in *** Macy’s store account ending in ***Dear [redacted] :I am in receipt of your additional correspondence to your Revdex.com complaint, forwarded to Macy’s Executive Office As a liaison in this office, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank In researching your account, we show that no delinquencies have been reported for your Macy’s [redacted] account ending in *** However, our records show a delinquency for your Macy’s store account ending in ***, which was reported as past due to the credit bureaus It is the Bank’s policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing dispute As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the consumer Account records show that your billing statement for the period ending December 25, 2012, had a balance of $554.57, with a minimum payment of $25.00, due by January 25, When no payment was received by that date, your account was charged a $interest charge, and a late fee of $ The billing statement for the period ending January 25, 2013, had a balance of $911.50, with a minimum payment of $(including a $past due amount), due by February 25, A payment was not received by this date, and your account was charged an additional late fee plus interest and was reported past due to the credit reporting agenciesEnclosed are copies of your statements for the billing periods December through February We received a payment of $on March 12, 2013.Since the information we are reporting is accurate, we are unable to remove any delinquency from your credit report However, we have instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting” The current balance of your account is $1,673.70, with a minimum payment of $due by October 25, As a gesture of good will I have removed the $late fee Please allow one to two (1-2) billing cycles for the credit to appear on your statements [redacted] , I understand that this is not the resolution you were seeking and I apologize for any inconvenience or frustration this matter has caused you If I may be of further assistance, feel free to contact me at the number shown below.Sincerely,Tyeisha B.Macy’s Executive Office###-###-#### Extension ***Enclosures / mailed November 8, 2016cc: [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 her concerns We have confirmed a refund in the amount of $for the was [redacted] was issued and posted to her [redacted] account ending in [redacted] on January 26, Based on the above, Macy's considers this matter resolved and closed satisfactorily Sincerely, Tonie R Macy's Executive Office ###-###-#### Extension ***

December 1, [redacted] Marketplace Resource Consultant Cincinnati RevDex.com Dear [redacted] ***: We are in receipt of Revdex.com Complaint # [redacted] We have spoken to the referenced customer and have resolved all matters as expressed in the complaintBased on this, we consider the matter closed satisfactorilyThank you Sincerely, Marjorie B Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted]

[redacted] *** [redacted] January 20, [redacted] Re: RevDex.com 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 on behalf of Department Stores National Bank Please accept my sincere apology for any frustration while trying to resolve this issue I have forwarded a copy of your letter to the appropriate management so that the issue may be addressed appropriately According to the terms of the Department Stores National Bank Credit Card Agreement, “You agree to notify us promptly in writing if you move Until we receive written notice of your new address, we will continue to send statements and other notices to the address in our records.” This also includes updating your e-mail address when it changes My research shows, due to our system upgrade the August email notification with a payment due date of September 4, 2015, was not sent However, monthly statements were emailed to you at [email protected] on September 10, and October 12, 2015, and there is no record of returned mail, which suggests that you received the monthly billing statement notifications for this account and on December 13, 2015, the email address was updated to [redacted] In addition, if the minimum monthly payment is not received by the due date shown on your statement, which is the fourth (4th) for your account, late fees are applied to the account I am sending you copies of your billing statements along with the Credit Card Agreement to the address listed above You should receive these documents under separate cover within to business days On January 19, 2016, the September late fee in the amount of $was removed Our records show no payments have been made and because the fees in October through January were properly charged, I must decline your request to remove those late fees As of the date of this letter, the outstanding balance on your account is $258.52, with a payment of $ (including a $past due amount) due immediately On December 8, 2015, the account became four months past due and was closed Kindly note that while your account is closed, according to the Department Stores National Bank Credit Card Agreement, if the minimum monthly payment is not received by the due date shown on your statement, 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 [redacted] ***, we are sorry for disappointing you in this matter, but we are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment Sincerely, Rhea B Macy's Executive Office ###-###-#### Extension [redacted] Enclosures /mailed January 20, cc: [redacted] ***, Revdex.com Manager, Customer Service

Hi ***,I mailed this jacket back and received an email from macys indicating that they received itI signed in to my account and it showed as receivedThree weeks later they had not issued my credit so I opened the BB complaintyesterday they sent me an email saying they had issued my credit but asking me to return the item or the credit would be reversedI have copied below the original email from them saying the return was in processMy online account information has changed and it no longer shows the item as received, they coded it as wrong item sentI already sent this back but they have messed up my account and don't show that any longerPlease assist.Hi [redacted] , We've been notified by the carrier that your return is on its way to usYou can track its progress herePlease allow 5–business days for your return to arrive at our facilityWe'll issue a refund once we receive and process your item(s).Order #: [redacted] Return Submitted Date: 12/17/Return to: PROP [redacted] Estimated refund: $

P.OBox Phoenix, AZ 85072- January 22, [redacted] Re: Revdex.com ID [redacted] Better Business Bureau ID [redacted] Dear [redacted] : I am in receipt of your most recent complaints forwarded to Macy's Executive Office by the Revdex.com As a representative of this office, I was asked to review and respond to your concerns We take all of our customer's concerns seriously and I am sorry that you feel differently Per your request to speak with a store manager, I contacted Jennifer Z., Manager of our Connecticut Post Mall store in Milford, asking her to reach out to you directly She has made several attempts to reach you by phone, leaving you several messages to return her call until January 12, 2015, when your voice mail was no longer accepting messages She advised that she sent an email message to you on January 16, at the email address you provided in your complaints of [redacted] If you have additional questions regarding this issue or the information provided by MsZplease contact me at the number listed below Sincerely, Janice D Macy's Executive Office ###-###-#### Extension [redacted] cc: Jennifer Z., [redacted] Store [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 see the credit agencies still have march as delinguentI can not say my complaint is resolved until I see march also removedIf that takes up to days as noted by Macys, it will take that long for me to mark this as resolved Regards, [redacted]

[redacted] *** [redacted] February 11, [redacted] Re: Better Business Complaint ID # [redacted] Macy's [redacted] account ending in [redacted] Dear [redacted] : I am in receipt of your response to our previous correspondence 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 I understand your concern regarding your current balance Please be advised that the statement you received on January 28, had a bill closing date of January 17, The adjustments mentioned in my previous letter occurred on January 18, and therefore did not reflect on that statement I can assure you that your account has a zero balance This can be verified through our automated number on the back of your card, or by speaking with one of our representatives I would also be happy to send you a zero balance statement once your next bill closes on February 17, if you would prefer This letter also shall serve as confirmation of the zero ($0.00) balance on your account [redacted] , thank you for giving me the opportunity to respond If you would like the February statement mailed to you, please contact me at the number listed below after February 20, Sincerely, Cathy D Macy's Executive Office ###-###-#### cc: [redacted] ***, Revdex.com

April 26, [redacted] Re: Revdex.com ID # [redacted] Macy’s account ending in [redacted] On behalf of Department Stores National Bank: Contact Date With Customer: April 22, Complaint Summary: [redacted] has been unable to access the Macy’s website and has been calling in to make payments over the phone with a representative She is receiving conflicting information, is having a difficult time understanding the representatives’ English and believes she is being charged late fees She often gets disconnected while speaking with a representative and no one calls her back Customer has closed both of her accounts because of these issuesResolution: Called and spoke with customer and apologized for her experience Explained that there have been no late fees charged and her payments are being received and processed Reviewed her account and provided her balance Customer satisfiedRegina MMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

July 07, [redacted] [redacted] Re: Revdex.com Complaint # [redacted] Dear [redacted] ***: I am in receipt of [redacted] complaint I spoke with [redacted] by phone on July 2, to resolve her concerns I have transferred her refund from the gift cards back to her Macy's account and will follow up with [redacted] once the funds have posted to her account [redacted] has my contact information should she have any additional questions regarding this complaint Please let me know if you have any questions Sincerely, Toneia W Macy's Executive Office ###-###-#### Extension cc: [redacted]

[redacted] *** [redacted] April 1, [redacted] ** [redacted] Re: Revdex.com ID # [redacted] Macy’s account ending in [redacted] On behalf of Department Stores National Bank: Contact Date with Customer: April 1, Complaint Summary: [redacted] closed her account and paid her balance in full She continues to receive statements saying she owes interest She tried to call twice but she was put on hold for so long she had to hang up She wants the bills to stop Resolution: I contacted [redacted] by phone and apologized for her experience and for the delay in responding to her complaint I verified the interest has been removed and the account has a zero balance I also verified she will not receive any more statements I expressed my disappointment this issue had caused her to close her account and I gave her my direct number if she has any other concerns or questions [redacted] indicated she was satisfied with the resolution Rhea B Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, RevDex.com

Dear [redacted] ***: I am in receipt of [redacted] 's complaintAs a representative of Macy's Executive Office, I was asked to review and respond to her concernsUnfortunately, I have been unable to speak to [redacted] directlyI have, however, left her several messages regarding her concernsI reviewed the customer's order, and confirmed that she was not charged for the items she orderedThe pending amounts that were showing on her account were authorization holds that should have fallen offTo date, I have not had a response back from [redacted] Based on the above, Macy's considers this complaint closedSincerely, Colette O.Macy's Executive Office###-###-#### Extension ***