Macy's

June 15, 2016 [redacted] *** [redacted] [redacted] *** Re: RevDex.com Complaint ID [redacted] Macy’s [redacted] account ending in *** Dear [redacted] ***: We are in receipt of your complaint 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 continued concerns regarding your Macy’s [redacted] account on behalf of Department Stores National Bank. Please accept my apology for any inconvenience this matter may have caused. My review of your account found that when late fees and interest charges were adjusted from your account in December 2015, a step was omitted which would have prevented another minimum interest charge being applied for carrying forward a balance from the previous month. However, the accrued $6.00 in interest charges were correctly removed from your account on May 24, 2016, and no additional fees have been applied. This letter will confirm that your account is open and has a zero ($0.00) balance. [redacted] ***, thank you for bringing this matter to our attention and giving me the opportunity to respond. Your business is important to us and we truly appreciate having your continued loyalty. If I may be of any further assistance, feel free to contact me at the telephone number listed below. Sincerely, Michael J.Macy’s Executive Office ###-###-#### Extension *** cc: [redacted] ***, BBB

May 16, [redacted] ***Marketplace Resource ConsultantCincinnati Revdex.com re: Revdex.com Complaint ID: # [redacted] Dear [redacted] ***: Please accept my apology for the timing of this responseAlthough the complaint was presented on April 16, 2016, I just received this issueI contacted [redacted] by email to resolve her complaint and to apologize for any inconveniences she experienced as a result of her concerns with her macys.com orderMsBrowning has assured me her issues have been resolvedIf I may be of further assistance, please do not hesitate to contact me at the telephone number listed belowSincerely, Marjorie B.Macy's Executive Office###-###-#### Extension *** cc: [redacted]

November 22, [redacted] Re: Revdex.com 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 concernsI was unable to reach you by phone with the contact information providedI would welcome the opportunity of speaking to youI realize that it was extremely important for you to have received your package on time and we sincerely apologize for that not happeningLet me say that it is our ongoing goal to provide you the best service possibleWe regret the disappointment in the customer service you have experiencedRegarding your request for immediate credit, I have processed the credit to your account for the amount of $ [redacted] , thank you for bringing this matter to our attention and giving me the opportunity respondIf I can be of further assistance please do not hesitate to contact me at the phone number listed belowSincerely, William A.Macy's Executive Office###-###-#### Extension cc: [redacted] ***, Cincinnati Better Business Burea

January 13, [redacted] ***Cincinnati Revdex.com, Dear [redacted] ***: I am in receipt of [redacted] 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, confirmed that [redacted] was assisted by another agent and she was given a gift card for $as an accommodation for not receiving her items by ChristmasPrevious agent also confirmed that she spoke directly to [redacted] ***, who stated her issue was resolvedBased on the above, we have responded to all concerns and consider this complaint closedSincerely,Colette O.Macy's Executive Office###-###-#### Extension ***

[redacted] *** [redacted] February 23, [redacted] Re: Better Business Complaint # [redacted] Macy’s Account Ending in [redacted] Dear [redacted] **: I am in receipt of your complaint forwarded to us by the Revdex.com As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB) A review of our records shows your name is listed as a joint owner with [redacted] on the above referenced account The account was opened on November 9, Purchases totaling $were made on December 2, 2015, and a new account discount credit totaling $was applied leaving $as the New Balance A $minimum payment was due by January 13, We did not receive a minimum payment by January 13, 2016, resulting in a $late fee and a $interest charge Additional purchases totaling $were made on December 17, 2016, brining your account balance to $with a $minimum payment due by February 13, Monthly late fees and interest were charged to the account due to non-payment until the account charged off on July 18, 2016, with a balance of $ Billing statements were mailed to [redacted] ***, the mailing address provided at the time the account was opened However, we show mail was returned to us by the United States Postal Service on March 17, 2016, and again on April 15, 2016, as undeliverable at that address Your account was coded with return mail at that time and no further statements were sent to the incorrect address Under the terms of DSNB Credit Card Agreement, you must notify Customer Service of a change in address I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above referenced Macy’s account It is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or bank error 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 customer After researching the delinquency on your account, we found the information to be correct Our records indicate we did not receive payments on the account from January through December Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report We received your payment for $on January 31, 2017, and we have instructed the credit reporting agencies to update their files to show your account as a paid-in-full charged off account Please allow the agencies up to thirty (30) days to make the necessary corrections to update their files This letter will serve as confirmation of this request Thank you for bringing this to our attention and giving me the opportunity to respond Please do not hesitate to call me at the telephone number listed below if I may be of further assistance Sincerely, Nancy MMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] The Revdex.com DM/nm The Macy's card is issued by Department Stores National Bank

On 4/25/I submitted a complaint with a typo the completely changes the context of my complaintComplaint ID [redacted] stated that in August Macys changed the way I receive my bill WITH my knowledgeIt should have read WITHOUT my knowledgeHow do I correct this typo?Message to Revdex.comThis is an addendum to complaint ID [redacted] due to a TYPO on my original complaint

MacysP.OBox Mason, OH 45040May 2, [redacted] ***Re: Revdex.com Complaint ID # [redacted] 4Macy's Account ending in [redacted] On behalf of Department Stores National Bank (DSNB)Contact Dates with Customer: April 30, 2018Complaint Summary: [redacted] had requested a refund check to be re-issued for her Macy's account ending in [redacted] on October 5, [redacted] has not received the refund check in the amount of $which she was told it would be delivered with seven (7) to ten (10) business days.Resolution: Upon receiving the complaint, we researched [redacted] ***'s account to determine the location of the promised refund checkOur research revealed that the original request for her refund was sent in January [redacted] contacted customer service on March 24, 2017, to discuss the location of the $refund checkDuring our conversation [redacted] was informed a stop payment was placed on the refund check and a new refund check would be issuedOn March 30, 2017, a new refund check was issued to [redacted] ***On October 5, 2017, [redacted] informed the customer service representative that she did receive the refund check from March 2017, and indicated it was torn and she sent it back to Macy's [redacted] was offered the opportunity to have the refund sent to her electronically into her checking account or mailed to her [redacted] accepted the mailing method [redacted] did verify her mailing address for the accountDSNB re-issued a credit balance refund check to [redacted] in the amount of $on October 24, [redacted] was informed she will be receiving the credit balance refund within seven (7) to ten (10) business daysOn April 25, 2018, Macy's completed additional research to determine the location of the last credit balance refund checkA stop payment on the last check in the amount of $was issued on April 26, 2018, and a new refund check was re-issued on April 27, On April 30, 2018, [redacted] was informed that a credit balance refund was re-issued to her and should expect the refund between May 8, and May 11, Additionally she was offered a call back to confirm the receipt of the recent reissued refund check between May 8, 2018, and May 11, [redacted] has accepted this resolution during our phone conversation [redacted] G.Macy's Executive Office ###-###-#### Extension ***cc: [redacted] ***, Revdex.com

I would like to attach documents regarding my case because those will show what fraud I am talking about !In the email about my order they said shipments will be separated and placed items as if they were bought separately but everything was same order, than it should qualify for the free [redacted] bag that is not included, also I requested many times a cancellation of the whole order and this company is trying to force me to keep the order, they do not have ethical procedures at allI even call [redacted] to refuse the products and send them back to Macy's because with a fraud store like this I will not do business or buy products anymore ! Please help me !We are in U.Sthose kind of things should not be allowed to happen.Business like this deserve to lose their license ! [redacted]

[redacted] *** [redacted] October 5, 2015 [redacted] Re: RevDex.com ID # [redacted] Macy’s account ending in... [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 you may have been caused while trying to access your account online to view your statements. In reviewing your account activity, I found that the Macy’s account noted above was registered on macys.com to receive electronic billing and to stop paper statements on April 26, 2012. Our records show that the June 2015, and July 2015 billing statements were sent electronically to the e-mail address of [redacted] . Specifically, e-mail notifications were sent on June 24, and July 24, 2015, and we show no e-mails being returned undelivered or system issues that would have prevented the delivery. Records do show the June 24, 2015, notification was opened. We recently underwent a scheduled system update and redesign of our macys.com website and there were intermittent times when customers were unable to view their account information or make a payment, but that has since been corrected. On September 13, 2015, you spoke to a phone associate who removed the $16.24 late fee. On September 14, 2015, a live chat associate submitted the $34.48 late fee to be removed and an error occurred when it was credited twice which left the balance on your account with a $16.24 credit. This error has been corrected and you will see it on your next statement closing date of October 23, 2015. I am enclosing copies of your statements for June through September 23, 2015, for your review. [redacted] , thank you for bringing this matter to our attention and giving me the opportunity to respond. 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] Enclosures cc: Tina Geers, 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 me Regards, [redacted] Revdex.com spoke to the consumer and she said that someone called from the businessRegina from the corporate office in California contacted manager at the store (April), and it was resolved to her satisfactionShe states that April the store manager was very professional and she apologized

Problem: I filed a complaint against Macy's a few days ago (complaint [redacted] )I stated in my initial complaint that I had previously declined to have the item shipped to me because I needed it for the holidays and it would not be in stock in timeWhen Macy's replied to the complaint, they again offered to ship out the item, ignoring the fact that I stated I already declined to have them do soI declined again but yet the Revdex.com closed the caseSince they were willing to ship me the item, I would instead like a gift card in the amount of the value of the item.Desired Outcome: A gift card for the value of the item in dispute

[redacted] *** [redacted] September 17, [redacted] Re: Revdex.com ID [redacted] [redacted] [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 I sincerely apologize for the level of customer service that you described receiving in trying to resolve this issue As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous associates available within every department so that all of our customers may have a positive and rewarding shopping experience I contacted [redacted] , the Manager of our [redacted] store where you originally purchased your watch and he has advised that they would be happy to assist you in getting the watch closure repaired or replaced Please contact the store directly at ###-###-####, extension [redacted] or ***, to set up a time to come in In regards to your request for mileage compensation, Macy’s does not compensate in matters such as this However, as a gesture of goodwill, under separate cover, I will send you $in Macy's Money Certificates that can be used in any of our store locations [redacted] thank you for bringing this matter to our attention and giving me the opportunity to respond If I may be of additional assistance, please contact me at the telephone number below Sincerely, Janice D Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com [redacted] , Manager- [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint Regards, [redacted] I have not been able to use either of two accounts in several monthsI sent a payment of $on June 13, 2016, never clearedI called the headquarters and spoke with Charlotte D., who has not assisted me in the pastI need to escalate this issue higherI do not want late fees , and I will have to stop payment and I will be penalized for thisThey have been inaccurate with my account for awhile Desired Outcome: Adjust my statement with this check

[redacted] *** [redacted] March 29, [redacted] Re: Revdex.com complaints [redacted] and [redacted] Macy’s accounts ending in [redacted] (open) and [redacted] (closed) Dear [redacted] : I am in receipt of your 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 on behalf of Department Stores National Bank Please accept my sincerest apology for any inconvenience or frustration this matter may have caused you Upon review of your account, I show the open account ending in [redacted] has a total credit limit of $900.00, with a current balance of $1, According to the terms of the Department Stores National Bank Credit Card Agreement, customers agree to maintain oversight of their purchases and to not go over the credit limit assigned to their Macy’s accounts From time to time, customers may complete purchases that place them over their credit limits, which would require them to immediately pay the excess amount Once your balance is paid below your limit of $900.00, this account will be open to use Your closed account ending in [redacted] shows a total balance of $5, This account is closed and no longer able to be used; however, we do require minimum payments each month for the current balance On March 7, 2016, a check payment of $was received by mail and posted to your closed Macy’s account ending in *** When a check payment is mailed to our payment center, it typically takes seven (7) to ten (10) business days to receive and process the payment You may also contact your bank for a copy of this check if you presume it may be fraudulent If so, please send us a copy of the check so we may review further [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 do not hesitate to contact me Sincerely, Stephanie C Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] June 13, [redacted] Re: Revdex.com Complaint ID # [redacted] Macy’s account ending in *** Macy’s account ending in [redacted] (stolen/closed) 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 Please accept my sincere apology for any inconvenience or frustration this matter may have caused you Please know our customer’s security is a priority for Macy’s In reviewing the notes on your account, I found that you had a password reset link sent to you on April 14, 2017, and on May 17, 2017, as you were locked out of your online account Please know that we have no evidence that any of our systems containing usernames and passwords have been compromised within the past two years It appears that someone who had access to your username (your email address) and password logged in to your macys.com profile to make the fraudulent purchase Unfortunately, a side effect of the many recent data breaches at other companies is the access criminals have to consumers’ data, including usernames and passwordsCriminals then gain access to other websites using the stolen usernames and passwords Our records indicate that on May 17, 2017, our Fraud Department was notified that you did not place the $macys.com order Because the package had already been shipped, we were unable to re-route it To clarify, our Fraud Department’s first priority is to process the necessary security closures, and initiate a fraud claim Accordingly, the Macy’s account number ending in [redacted] was reported stolen and you were issued a replacement card with a new account number ending in ***, and the $charge was moved to the reissued account On May 23, 2017, the $charge was moved back to the stolen account I am pleased to convey that on June 5, 2017, the transaction was deemed fraud and a request was sent to [redacted] , [redacted] and [redacted] to delete the old account from your credit report Please allow the agencies approximately thirty (30) days to make the necessary corrections to update their files This letter will serve as confirmation of this request Thank you for taking the time to bring this matter to our attention and allowing me the opportunity to respond It is not Macy’s practice to compensate or make any billing adjustments to a Macy’s account for a situation such as this If you have any additional questions, do not hesitate to contact me at the telephone number listed below Sincerely, Regina MMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] November 18, [redacted] Re: Bloomingdale's Store Account ending in [redacted] Dear [redacted] : I am in receipt of your recent complaint filed with the Revdex.com regarding your Bloomingdale's Store account ending in *** As a representative of Bloomingdale's Executive Office I was asked to review and respond to your concerns on behalf of Department Stores National Bank I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above referenced Bloomingdale's account It is not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute or bank error 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 customer After researching the delinquency on your account, we found the information to be correct Our records indicate we did not receive payments on the account for the billing periods ending July 24, 2010, through January 24, Your account charged off on January 24, 2011, for non-payment, leaving a balance due of $ I have enclosed copies of the billing statements for the periods ending July 24, 2010, through January 24, 2011, for your review Additionally, account records indicate that you settled your account for the amount of $on April 1, Because the payment was received after the charge-off date of January 24, 2011, the credit reporting agencies were instructed to update their records to list your account as a settled, charge-off Unfortunately, we are unable to accommodate your request to remove the account from your credit report Please know, on April 3, 2015, we instructed the credit reporting agencies to update their records and report your account as 'customer disputes reporting' [redacted] , thank you for bringing this matter to our attention and giving me the opportunity to respond If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below Sincerely, Jessica P Bloomingdale's Executive Office ###-###-#### Extension [redacted] Enclosures cc: Revdex.com Complaint ID: [redacted] The Bloomingdale's card is issued by Department Stores National Bank

January 17, [redacted] ** [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 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 apologies for any frustration this matter may have caused you In researching your concerns, I found an error occurred on September 14, 2016, during your furniture return, and a debit for the Worry No More warranty was mistakenly applied to your account instead of a credit I have made a credit to your account in the amount of $191.14, to refund you for this error I have also waived $in late fees, and $in interest as a courtesy to you This brings your account to a zero ($0.00) balance I was disappointed to receive your request to close your Macy’s account due to your experience with our Customer Service Department; however, per your request, your Macy’s account was closed on January 12, 2017, and this letter will serve as confirmation of such Thank you for bringing this matter to our attention and allowing us a second chance to resolve your concerns We hope you view this matter as an isolated incident and consider allowing us the opportunity to exceed your expectations in the future Please accept the enclosed $Macy’s Money Certificate as an invitation to return to our store If I may be of further assistance to you in another matter, please feel free to contact me at the telephone number listed below Sincerely, Stephen CMacy’s Executive Office ###-###-#### Extension [redacted] Enclosures/ mailed January 16, cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] October 27, 2015 [redacted] Re: Macy's Store Account ending in [redacted] Dear [redacted] ***: I am in receipt of your recent complaint filed with the RevDex.com regarding your Macy's Store 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. As stated in my previous response letters, dated September 29, 2015, and October 13, 2015, we require a completed Statement of Fraud form, as well as copies of two (2) forms of identification to review your claim. For your convenience, I have enclosed another copy of the Statement of Fraud. Please send the completed Statement of Fraud, along with a copy of a police report and two (2) forms of identification to the address listed above to our attention. Once we receive this information we will begin a fraud investigation of the above referenced account. Please know, we cannot start a fraud investigation on the disputed charges until we receive the completed Statement of Fraud. In your most recent correspondence, you noted that you are unaware of what the charges were and the location the charges were made in. In my letter dated September 29, 2015, I enclosed copies of the billing statements for the periods ending October 19, 2014, through May 19, 2015, as well as a copy of the signed sales receipt for the purchase that was made on September 20, 2014, for [redacted] and [redacted] shoes, totaling $90.81; however, this letter and the enclosures were returned undeliverable to our office by the U.S. postal service. I have attached these enclosures for your review. In addition, per the terms and conditions of your Macy's account, you agree to notify us promptly in writing if you move or have a change of address. Until we receive written notice of your new address, we will continue to send statements and other notices to the address in our records. [redacted] ***, if you have any questions regarding this letter or the information required to process your request, please do not hesitate to contact me at the telephone number listed below. Sincerely, Jessica P. Macy's Executive Office ###-###-#### Extension [redacted] Attachments cc: RevDex.com Complaint ID: [redacted]

November 27, [redacted] Re: Revdex.com ID # [redacted] Macy's [redacted] account ending [redacted] Macy's account ending [redacted] On behalf of Department Stores National Bank: Contact Date with Customer: November 21, and November 23, Complaint Summary: [redacted] issued checks and overnighted them to pay off both of his accountsOne check was cashed and the other one was lost and replaced by the bankHe wants both payments applied and any fees removedBalances should be zero ($0)He also wants them closed Resolution: I called [redacted] and apologized for his experience and the delayI explained why we needed a copy of the front and back of cancelled checkHe authorized the Credit Union to email a copy of the front and back of the missing check directly to meI advised him I had received the information and we were able to locate the misapplied paymentI confirmed I have requested the payment transfer and that all fees be removedAccounts are closed per his request and I thanked him for his courtesy while speaking with me and wished him a Happy Thanksgiving Rhea B Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Better Business Bureau

[redacted] *** [redacted] June 14, [redacted] Re: Revdex.com Complaint [redacted] Macy’s return experience Dear [redacted] [redacted] : I am in receipt of your complaint 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 concernsPlease accept my sincere apology for any frustration this matter may have caused you Be assured that the problems you described are not typical of the level of quality customer service that we strive to provide Macy’s goal is to have professional and knowledgeable sales associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently For that reason, we truly appreciate you for the time you took to share your feedback, as it directs our attention to areas in which we can improve our service quality As stated in the letter from MsOdated May 25, 2016, the Macy’s Merchandise Only Certificate for $1,was mailed to you on May 20, 2016, under a separate cover Additionally, a $Macy’s gift card was included with her letter as a gesture of goodwill [redacted] , your continued loyalty is important to us, as well as appreciated, and I am sorry this problem was not resolved sooner Thank you for bringing this matter to our attention and giving me the opportunity to respond If I may be of additional assistance, please do not hesitate to contact me Sincerely, Stephanie CMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com