Macy's

[redacted] *** [redacted] August 26, [redacted] ** [redacted] Re: RevDex.com Complaint ID [redacted] Macy’s account ending in [redacted] On behalf of Department Stores National Bank: Contact Date With Customer: August 24, 2015, via telephone call Complaint Summary: [redacted] attempted to use Macy’s account on August 21, Due to associate error, the purchase was declined as associate entered wrong customer information during account lo process A manager on duty at the store promised to have the store manager call the customer, but that never happened Resolution: As purchase was completed using husband’s debit card, I processed an adjustment to credit his third party [redacted] account for the purchase in the amount of -$ I have also sent (under separate cover) to [redacted] ***, $in Macy’s Money Certificates as a further gesture of goodwill and she will receive the certificates in approximately seven (7) business days Carrie W Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, RevDex.com

[redacted] [redacted] The major problem I see is that a return mail was supposedly sent by the USPS with a forward to the [redacted] address This cannot be true because non of my other mail was diverted Moreover, when I spoke with the rude CSR she specifically told me that it was done by a "human" She was not able to give me her name but I was put on hold several times as the CSR was speaking to someone else and coming back with comments When I asked how the "human" was able to change the address in fraud, she became very defensive and told me that Macy's would reprimand the "human" as they see fit and they would not divulge the information to me She kept saying the Macy's would speak with the "human" and take action She was able to tell me that the "human" was a Macy's representative Why would management reprimand this person "as they saw fit" if this person did not do something in error I continued to say this is fraud if someone changed my address (apparently not the post office) without my knowledge Why was I not contacted by phone This this "human" change all my information without my knowledge? That is fraud to me

January 18, [redacted] ***Re: Macy's Account Ending in ***Better Business 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 Department Stores National BankI sincerely regret any inconvenience you may have experienced regarding the above-referenced account, and apologize if you did not receive a promised call back from our representativesAs customer service is crucial to the success of our business, it is always a concern when a customer is not satisfied with the level of service we providedIt appears that we fell short of our goal to provide you excellent customer service and we thank you for bringing this matter to our attention.Our records show Macy's Executive Offices responded to a [redacted] complaint filed on your behalf on April 6, The Executive Office also responded directly to your attorney on July 18, 2016, and again on November 2, 2016, in which we explained that we must have written permission on file to discuss account details with anyone other than the account ownerWe enclosed an Authorization to Release Credit Information document with a request for you to complete and sign it, then return it to our officesAs of the date of this correspondence we still have not received this completed document.We received letters from the [redacted] dated January 6, 2016, and February 8, 2016, instructing Macy's to close your account and to cease and desist from further communicationregarding the above-referenced accountOn January 16, 2016, your account was updated to reflect your request for a Cease and Desist and was closedUnfortunately we have no record of a payment for S80.59, as noted in your complaint, and no record of the confirmation number you providedIf you have documentation showing any payments that have not been applied to your account, please fax or mail this to my attention for immediate research[redacted] ***, thank you for bringing this matter to our attention and giving me the opportunity to respondIf I may be of additional assistance, please do not hesitate to contact me.Sincerely,Nancy M.Macy's Executive Office [redacted] ***

[redacted] ***Dear [redacted] : It was a pleasure speaking with you today regarding your Revdex.com Complaint ID [redacted] I am glad we were finally able to connectI would like to again apologize for the inconvenience that the multiple authorization holds on your account caused youI am glad that all of them have fallen off, and your account is now reflecting the proper amounts for your orderAs per our conversation, I am sending you a gift card for $that you may use on your next purchase online or in storeBased on the above, Macy's considers this matter resolved and closed satisfactorily.Thank you for allowing me to assist you with this issueSincerely,Colette O.Macy's Executive Office###-###-#### Extension ***

[redacted] *** [redacted] December 15, [redacted] Re: Revdex.com Complaint ID [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to us by the Revdex.com regarding your gift card As a representative of Macy's Executive Office, I was asked to review and respond to your concernsI wanted to discuss your complaint with you in person and attempted to contact you via the telephone number listed in the complaint (###-###-####) I was able to leave you a message on December 11, I welcome the opportunity to better address your concerns; however, I need the gift card number in question to complete additional research Please contact me at the telephone number listed below or email this information to my attention at [redacted] in order to resolve this matter [redacted] , we understand that you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our business relationship Sincerely, [redacted] Randi P Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] January 5, 2016 [redacted] Re: RevDex.com ID [redacted] Macy's account ending in... [redacted] Dear [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 concerns on behalf of Department Stores National Bank (DSNB). I apologize for any inconvenience you may have experienced. I understand your desire 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, I found the information we reported to be correct. Our records indicate we did not receive payments on the account for the May, June, August, and September 2012 bill dates. The billing statement for the period ending May 28, 2015, had a $180.29 balance, with a $25.00 minimum payment due by June 28, 2012. When no payment was received by this date, your account was charged a $25.00 late fee and $3.79 interest charge in accordance with the terms of the DSNB Credit Card Agreement. The billing statement for the period ending June 28, 2012, had a $209.08 balance with a $75.00 minimum payment (including a $25.00 past due amount) due by July 28, 2012. When no payments were received, your account continued to be charged late fees and interest, and was reported as thirty (30) days past due to the credit reporting agencies. We received your payment of $135.00 on August 28, 2012. Your account was charged $5.13 in interest which resulted in a balance of $118.46 with a $25.00 minimum payment due by September 28, 2012. When no payment was received by the due date, the account was charged $25.00 late fee and $3.51 interest. Those fees plus your new purchases of $83.83 resulted in a new balance of $230.80 with a $75.00 minimum payment due by October 28, 2012. When no payment was received by this due date, the account was charged a $35.00 late fee and $4.69 interest resulting in a new balance of $270.49 with a $135.00 minimum payment due by November 28, 2012. We received your $140.00 payment on November 9, 2012, resulting in a new balance of $134.28 with a $25.00 minimum payment due by December 28, 2012. Copies of your statements from the billing periods ending May 28, 2012 through November 28, 2012, are enclosed for your reference. Your monthly billing statements were sent to 1012 Willow Avenue, Apartment 4, Hoboken, NJ 07030, which is the address that we have on file for you as your billing address. We had no record of mail being returned as undeliverable by the US Postal Service until November 2014. Please note that if your address has changed, per the terms of the DSNB Credit Card Agreement, you agree to notify us promptly in writing if you move or call Customer Service to provide a change of address. [redacted] , unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report. We are sorry to disappoint you and hope that you understand we are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment. 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 contact me at the telephone number listed below. Sincerely, Janice D. Macy's Executive Office ###-###-#### Extension [redacted] Enclosures / mailed Jan. 6, 2016 cc: [redacted] ***, RevDex.com

[redacted] *** [redacted] April 01, [redacted] Re: Macy's Account Ending in [redacted] Complaint ID: [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to us by the RevDex.com As a representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank I apologize for any confusion regarding your account qualifying for the [redacted] reporting to the [redacted] (***) for the tax year and for any delay in responding to your previous inquiry A review of our records confirms we previously responded to your inquiries on February 2, 2016, and on March 21, I have enclosed copies of those correspondences for your reference Thank you for 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, Nancy M Macy's Executive Office ###-###-#### Extension [redacted] Enclosures cc: [redacted] RevDex.com The Macy's card is issued by Department Stores National Bank

June 29, [redacted] Re: Revdex.com complaint ID # [redacted] Macy’s account ending in 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 I sincerely regret any frustration you may have experienced regarding your Macy’s account My research confirmed that your account is enrolled to receive only electronic statement notifications Our records show we are sending billing notices to [redacted] , and that they are being received and opened Moreover, we have no record of them being returned as undeliverable You provided us your new physical address, noted above, on June 12, Your statement for the billing period ending December 18, 2014, showed your purchases made December 12, 2014, totaling $187.76, with a minimum payment of $due by January 18, When no payment was received by that date, a late fee of $and interest charge of $were added to your account For the billing period ending January 18, 2015, your account billed past-due, with a new balance of $ A payment of $ was due by February 18, According to the Department Stores National Bank Credit Card Agreement, if you have been paying less than the Total Now Due on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received The minimum monthly interest charge is $ Applying this billing policy to your Macy’s account, since your balance was carried forward from the billing statement for the period ending December 18, 2014, the $ interest charge that appeared on your billing statement for the period ending February 18, 2015, was the interest charged between the last bill date of January 18, 2015, and January 30, 2015, when we received your payment of $ The $interest charge was removed on June 12, We have instructed the credit bureaus to remove the record of delinquent payments associated with this situation However, we are unable to increase your credit limit to the previous level Please note that your account was not closed during your telephone call on June 12, I regret any misunderstanding You may call me at the number below or our Credit Department at ###-###-####, if you would like the account to be closed While I understand that this is not the resolution you were seeking, we are required to maintain and adhere to specific policies and procedures so that each of our clients nationwide receives fair and consistent treatment If I may be of any further assistance, feel free to contact me at the telephone number listed below Sincerely, Michael J Executive Liaison ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

September 21, [redacted] ***Revdex.com Cincinnati1E 4th StSuite 600Cincinnati, OH 45202RE: Revdex.com Complaint ID: # [redacted] Dear [redacted] ***: We are in receipt of Revdex.com Complaint ID# [redacted] We have reached out to [redacted] and have resolved all matters as expressed in the complaintWe have refunded [redacted] for his gift card and we offer our apologies for the inconvenienceAt this time, we consider this issue resolvedThank youSincerely, Carrie R.Liaison, Omnichannel Executive Office | Macy's, IncDUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

***: [redacted] ( [redacted] ) has just sent another rebuttal (second rebuttal, third inquiry) We have asked her each time for a copy of a legible receipt (she submitted an email that is not legible) We need the Order/MSA # from her order Without this, we are unable to assist her We have told her this on our previous two responses Without this information, we will be unable to assist and will not be responding to any further inquiries as she is just repeating her initial concerns We have performed an exhaustive search trying to confirm her purchase, and have been unable to do so Please let me know if you have any questionsThank you, Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.OBox | Mason, OH 45040Office: ###-###-####, extension ***

[redacted] *** [redacted] August 16, 2016 [redacted] Re: RevDex.com Complaint ID [redacted] Macy’s [redacted] account ending in [redacted] Dear [redacted] : Your most recent comments regarding the complaint you filed with the RevDex.com have been forwarded to me for additional review and response. As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to further address this issue. As mentioned in our previous correspondence, we have no record of email alerts being returned as undeliverable. Therefore, you will need to contact our Technical Support Team at ###-###-####, option 6, for further assistance with your online profile and electronic statements. Again, thank you for bringing your concerns to our attention. If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number listed below. Sincerely, Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, RevDex.com

[redacted] *** [redacted] February 3, [redacted] Re: Revdex.com complaint [redacted] Merchandise quality Dear [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 concerns We are sorry that you were not pleased with the quality of your recent purchase and thank you for bringing this matter to our attention We work closely with our vendors to make sure that our merchandise meets our expectations Please accept our sincere apology for disappointing you and we look forward to better meeting your needs in the future Our Risk Claims Department would be able to discuss your concerns with you, and submit a claim on your behalf Please contact them at your convenience at ###-###-#### Again, thank you for bringing this matter to our attention and allowing us the opportunity to respond If I may be of any further assistance, please do not hesitate to contact me at the telephone number listed below Sincerely, Stephanie C Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

March 24, [redacted] Re: Revdex.com complaint ID # [redacted] Macy’s gift card Dear [redacted] ***: I am in receipt of your additional complaint that was filed with the Revdex.com and forwarded to Macy’s Executive Office I previously responded; therefore, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank Our position in this situation, as outlined to you in our response of January 11, 2016, has not changed We are unable to replace your gift card [redacted] ***, thank you again for contacting Macy’s Sincerely, Michael J Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

P.OBox Mason, OH 45040July 25, [redacted] ***Re: [redacted] - Case # [redacted] Complaint No: [redacted] Revdex.com Complaint ID [redacted] Macy's Account Ending in ***Dear [redacted] :I am in receipt of your complaints filed with the [redacted] , the Revdex.com, and the [redacted] of the State of [redacted] that were forwarded to Macy's Executive Office on July 11, 2017, and July 17, I was asked to respond to your concerns on behalf of Department Stores National Bank (DSNB)Please accept my apology for any inconvenience you may have experienced regarding the above-referenced accountOur records document multiple unsuccessful attempts were madeby MrHto contact you with updatesHe made attempts to contact you on June 29, June 30, and July 3, -My review of your account shows the information below is currently reporting for this accountThe Bank reports identical information to each of the major credit reporting agencies, but the Bank is not responsible for how the credit reporting agencies process that information.Open Date: February 7, Last Purchase Date: March 12, Last Payment Date: February 24, - Charge-off Date: November 16, 1Balance: S32.36Purchases were made on March 12, 2009, totaling $You made a $payment on March 23, 2009, and the balance as shown on your billing statement for the period ending April 1, was $I have enclosed a chart showing $payments were made to your account each month through July 1, Payments were not received by the August 1, September 1, October 1, and November 1, 2010, payment due datesPlease note that interest was charged each month in which the balance was not paid in fullA $payment was received on November 5, Payments were not received for the January 1, and February 1, 2011, payment due datesA $payment was received on February 24, 20llNo additional payments were received after February 24, 2011, resulting in interest charges each month until the account charged off on November 16, 2011, with a balance of $Also please find enclosed copies of available statements from the April 1, 2009, closing date through November 1, 20llIf you have documentation of any payments made to this account that have not been applied, please forward that documentation to me and we will review furtherYour complaint indicates an erroneous address was on file for your Macy's account, however this is the address you provided to us and we have no record of returned mail from the USPostal Service, whichsuggests the statements were deliveredAs stated in your Credit Card Agreement, it is your responsibility to provide us with changes to your 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 accountIt 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 errorAs a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the customerAfter researching the delinquency on your account, we found the information to be correctOur records indicate we did not receive payments on the account for the payment due dates of August 1, September 1, October 1, November 1, 2010, January 1, through Februaryl, 2011, and April 1, through November 1, 2011.The unpaid balance will remain on our records and the account will continue to appear on your credit report as an unpaid charged-off account until removed by the credit reporting agencies in accordance with the Fair Credit Reporting ActHowever, on January 5, 2017, we instructed the credit reporting agencies to update their records and report the account as "customer disputes reporting”.Thank you for bringing this matter to our attention and allowing me the opportunity to respondPlease feel free to contact us if you have further questions regarding this matter.Sincerely,Nancy M.Macy's Executive Office #-###-###-#### Extension ***Enclosurescc; [redacted] The Revdex.com [redacted]

I am addressing this issue on behalf of Macy's Executive OfficeThank you for your courtesy when we spoke.Please accept my sincere apology for any inconvenience you experienced when your order was placed on backorderAfter receiving different shipping status from our siteI see now, the site has provided the correct shipping information [redacted] , thank you for bringing this issue to our awareness and allowing me to respondIf I can be of further assistance, please do not hesitate to contact me at the telephone number listed belowSincerely, Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

Revdex.com: I have yet to recieve the last piece of furnitureThere is a date for delivery, Feb 13th , and I hope it will be delivered as promisedSharon Wilson from corporate finally contacted me and left a message letting me know that she would not refund the last piece, but would give me a 15% discount on the total costI tried to call her twice and still haven't received a call back to confirm the amount of the discount and how that monies will be dispersed since the credit card is apparently no longer valid Regards, [redacted]

***, We are in receipt of Revdex.com Claim ID [redacted] regarding the consumer’s WorryNoMore Great Give Back voucher The vouchers our consumers receive from WorryNoMore have always been valid for use in our furniture, mattress, and rug departments only In the past, our Mattress Department was known as the Bedding Department, which could possibly be the reason our client thought the certificate could be redeemed in our Bed & Bath Department However, we understand there may have been some confusion and we have reissued a new Merchandise Only Certificate for the consumer This certificate can be used within any department in store only and has been mailed to our consumer’s home It will be in a plain white envelope and will be delivered within 10-business daysAt this time Macy’s will consider this matter closedThanks, Angela L.Liaison, Omnichannel Executive Office | Macy's, IncDUKE BLVD | MASON, OH 45040Office: Phone: ###-###-#### Fax: ###-###-####

July 24, [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 due to receiving your macys.com order refunds in the form of gift cardsWe regret the delay in resolving this for youUpon your request, I did submit the necessary paperwork to transfer the gift card balance to your original form of paymentThe credit is for $for your order # [redacted] This should post to your credit card within a few days [redacted] ***, thank you for bringing this matter to our attention and giving me the opportunity to respondIf I can be of further assistance, please do not hesitate to contact me at the telephone number listed below Sincerely, Marjorie B Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Cincinnati Revdex.com

Dear [redacted] , I am addressing this issue on behalf of Macy's Executive OfficeThank you for your courtesy when we spokePlease accept my sincere apology for the inconvenience you experienced you were not able to place an order with us due to an error issue on our siteI have successfully placed your order today, order number [redacted] Honoring the 75% off watch sale we had “when you can buy one watch and get the other for 75% off”I also took an additional 15% off of your order, you’re expected delivery date is 12/14/[redacted] , thank you for bringing this issue to our awareness and allowing me to respondIf I can be of further assistance, please do not hesitate to contact me at the telephone number listed below Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email [redacted]

P.OBox Phoenix, AZ 85072- January 17, [redacted] Re: Revdex.com ID [redacted] Macy's account ending in [redacted] Dear [redacted] : I am in receipt of your most recent complaint to the Revdex.com forwarded to Macy's Executive Office As a representative of this office and because I am familiar with your file, I was asked to review and respond to your concerns on behalf of Department Stores National Bank I apologize for any inconvenience you may have experienced Upon reviewing the additional information you provided, our Payment Research Team was able to verify that your check was processed twice Per your direction during our telephone conversation on January 5, 2016, we electronically transferred $to your bank account ending in [redacted] on January 6, [redacted] , thank you for bringing this matter to our attention and giving me the opportunity to respond I apologize for the length of time it took to resolve this issue for you As a gesture of goodwill under separate cover, I am sending you $in Macy's Money Certificates that can be used in any of our store locations If I may be of additional assistance, please contact me at the number listed below Sincerely, Janice D Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com