Macy's

Hi ***, I am in receipt of your Revdex.com complaint ID: [redacted] , concerning the WorryNoMore extended protection Great Give Back FeatureTo resolve the matter, we have offered to refund the cost of the WorryNoMore extended protection plan in the form of a check and the consumer has agreedThe consumer should receive the refund check within 10-business daysFor any additional concerns, the consumer can contact our office directlyAt this time Macy's will consider this matter closedThanks, 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 Please refer to my previous responseThank you Regards, [redacted]

Yesterday, I received an acceptance letter from Macy's accepting my proposal for the debt management programThis satisfies what I have been needing for the past two months, however, my minimum payment on my account has not been correctedIf you could assist me in contacting Macy's to fix this, I would greatly appreciate itThank you, [redacted]

December 29, [redacted] *** Re: Revdex.com Complaint ID: [redacted] Dear [redacted] ***: On behalf of Macy's Executive Office, please accept my apology for the disappointment that your order # [redacted] is scheduled for delivery on December 28, Although I did not reach you when I phoned, I did leave a messageWe appreciate your shopping with Macy's during the holidayUnfortunately, in this instance we do not promise timely delivery as the vendor directly shipped this throwThank you for bringing this to our awareness and allowing me to respondSincerely, Marjorie B.Macy's Executive Office###-###-#### Extension *** cc: [redacted] ***, Cincinnati Revdex.com

[redacted] *** [redacted] October 13, 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. I understand that you are disputing the validity of the charges on your above referenced Macy's account, as you were living in [redacted] during the time of the transaction. As stated in my previous correspondence, dated September 29, 2015, (enclosed), we require a completed Statement of Fraud form, as well as 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 be able to begin a fraud investigation of the above referenced account. [redacted] ***, thank you again for bringing this matter to our attention and allowing the opportunity to respond. If we may be of further assistance, please feel free to contact us at the address listed above. Sincerely, Jessica P. Macy's Executive Office ###-###-#### Extension [redacted] Enclosures cc: RevDex.com Complaint ID: [redacted] [redacted]

[redacted] *** [redacted] November 23, [redacted] Re: Revdex.com ID # [redacted] Macy's account ending [redacted] On behalf of Department Stores National Bank: Contact Date with Customer: November 23, Complaint Summary: [redacted] has recently had financial difficulty but Macy's would not offer a payment arrangement When she contacted us and requested a payment plan or settlement, she was declined and told the account had to be current first She would like to settle the account Resolution: I called [redacted] and apologized for her experience and any incorrect information I verified the account does not need to be current before she can apply for a payment plan or settlement I explained someone with the payment assistance department would contact her directly to complete the application on the phone In addition, I advised I could not guarantee she would qualify for a program or settlement and if she does, I could not tell her for what amount I thanked her for speaking with me today and wished her happy holidays Rhea B Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, RevDex.com

July 03, [redacted] Dear [redacted] : I am in receipt of [redacted] rebuttal As we have expressed to [redacted] on numerous occasions, we will no longer respond to his inquiries regarding this issue As a result, no response will be provided Sincerely, [redacted] Macy's Executive Office ###-###-#### Extension ***

November 10, [redacted] Re: Revdex.com Complaint ID [redacted] Macy’s [redacted] account ending in [redacted] Macy’s store account ending [redacted] On behalf of Department Stores National Bank: Contact Date with Customer: October and October 30, Complaint Summary: Ms Nguyen did not receive the replacement Macy’s credit cards she requested in August She was told that she would receive her new cards by September 30, 2015, but had not yet received them by October 2, The customer is very frustrated about having to make multiple requests for both the Macy’s [redacted] credit card and the Macy’s store credit card She was also disappointed that her requests to expedite the shipping of new credit cards were ignored Resolution: I called [redacted] and apologized for the problems she encountered, the miscommunication from our telephone representatives, and for the delay in sending her new Macy’s credit cards I confirmed that she received her Macy’s store credit card that was sent earlier in October 2015, but not the Macy’s [redacted] credit card We expedited shipping of new Macy’s [redacted] credit card to [redacted] home address Customer is satisfied with our resolution MsRandi P Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license The Macy’s [redacted] Card program is issued and administered by Department Stores National Bank

[redacted] *** [redacted] December 16, [redacted] Re: Revdex.com Complaint ID [redacted] Macy's account ending in [redacted] Dear *** ***: 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 would like to extend my sincerest apology for any inconvenience or frustration that may have been caused by this matter Please be assured that Macy's does not participate in unethical or illegal business practices of any kind We have policies and procedures in place that ensure that we are in compliance with all applicable laws Per 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 receivedThe minimum interest charge is $ That interest charge is for the funds loaned to you during that period and it may result in a statement with only an interest charge Applying the billing policy to your Macy’s account ending in ***, the $interest charge that appeared on the billing statement for the period ending August 25, 2016, included interest for the funds loaned to you between the last bill date of July 25, 2016, and the date (August 19, 2016) that your $payment was applied to your account As a courtesy to you, on November 25, 2016, during your phone conversation with a Customer Service Supervisor, a credit in the amount of $was applied to the account which resulted in the account having a zero ($0.00) balance Upon researching your inquiry, I have confirmed that we did not report negatively to the credit reporting agencies in regards to the delinquency on your account from the time period of August through November In addition, I am pleased to convey to you that on December 7, 2016, your credit limit was restored back to $2, [redacted] ***, thank you again 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, Ebony MMacy's Executive Office ###-###-#### Extension [redacted] Enclosures /mailed December 16, cc: [redacted] ***, Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] **

January 30, [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), the issuer of your Macy’s Card In reviewing our records, I found that you opened your Macy’s account on June 30, On your application you provided your address on Iowa Avenue, which is where we mailed your Macy’s card and your monthly billing statements through the United States Postal Service I found no record of returned mail, which suggests your statements were delivered successfully Your billing statements are mailed at least twenty (25) days prior to your due date each month If you are not receiving your statements, please contact your local post office to report an issue with your local carrier Also, you may wish to enroll in an automatic payment plan for your Macy’s accountPlease visit macys.com/credit to establish a macys.com profile Once your card is registered you may complete this enrollment and also set up payment reminders and alerts for your Macy’s account such as electronic statement notifications This may be another option for you to receive your billing statements I regret you are displeased with the late fee you were charged and the Annual Percentage Rate (APR) for your Macy’s card Per the DSNB Agreement, we may charge a late fee for each billing cycle in which we *ave not received the minimum payment due by the payment due dateThe fee will be up to $for the first instance; or $for any additional past due payment during the next six billing cycles after a missed payment*owever, the fee will not exceed the amount permitted by law Currently, the Annual Percentage Rate for regular purchases on your account is 21.99% plus the Prime Rate as published in [redacted] two business days before your statement closing date Effective on December 14, 2017, the Prime Rate listed in The Wall Street Journal *as been 4.50%, which means your APR is 26.49% If the Prime Rate increases, it will cause the APR to increaseIf the Prime Rate decreases, it will cause the APR to decrease You can avoid interest charges by paying the “New Balance” in full by your payment due date each month Our records show that we did not receive the minimum payment required by your due date of August 1, 2017, September 1, 2017, and January 1, We understand late payments occur and strive to be flexible with our customers in these instances We previously refunded the late fees charged for the missed payments in August and September which is why we were unable to remove the late fee charged for your missed payment in January Please understand that we are unable to refund any late fees going forward [redacted] , be assured that the Bank does not engage in unethical or illegal practicesWe comply with all applicable federal and local regulations with regard to our credit servicing policies By using this account you agreed to the terms of the DSNB Credit Card agreement, which includes a promise to pay for all purchases Your Macy’s account *as a balance of $159.18, with a payment of $(including a past due amount of $58.67) due by February 1, I encourage you to contact our Collections Department at ###-###-#### to make payment arrangements and avoid further delinquency and fees Thank you for allowing me the opportunity to respond to your concernsIf 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

January [redacted] *** Re: Revdex.com Complaint ID # [redacted] Macy’s store account ending in [redacted] (closed) Dear [redacted] : I have received your most recent comments regarding the complaint you filed with the Revdex.comAs a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank (DSNB), I was asked to address your additional concernsPer the letter dated August 9, 2015, the payment arrangement terms stipulated if you miss or paid late two (2) payments during the payment arrangement, this will terminate the agreement and your account will revert back to the original terms For the payment due July 2, 2016, we did not receive this payment until July 22, The second late payment was due September 2, 2016, which we did not receive until September 6, There is no grace period for payments As a result, your payment arrangement was terminated and your account returned to the terms in effect immediately prior to entering into the payment arrangementIn regards to interest being charged on your balance, interest was charged in accordance with the terms now on your account as a result of termination of the payment arrangement Per the enclosed Department Stores National Bank Credit Card Agreement, interest is charged each month the account carries a balance The minimum interest charge is $ The payment arrangement was to remove the interest, providing the terms of the agreement was met When the arrangement was terminated, you were properly charged interest when you failed to make a payment by your payment due date [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 need assistance on a different matter as our decision has not changed on this issue Sincerely, Monique M.Macy’s Executive Office###-###-#### Extension *** Enclosures / mailed January 31, cc: [redacted] ***, Revdex.com

October 14, [redacted] c/o [redacted] Re: RevDex.com ID # [redacted] Macy’s store account ending in ***, Macy's [redacted] account ending in [redacted] Dear [redacted] : I am in receipt of your most recent inquiry filed with the Revdex.com As I am familiar with this situation, I was asked to review and respond on behalf of Department Stores National Bank I hoped to speak with you personally, but my attempts to reach you were unsuccessful However, I left a message for you on September 25, 2015, and look forward to speaking with you I was disappointed to read that you have still not received the billing for your son’s Macy’s [redacted] and Macy’s store accounts showing the return credits Enclosed are copies of each billing statement showing the $adjustment on his Macy’s store account ending in ***, and the $adjustment on his Macy’s [redacted] account ending in *** As we have mentioned before, [redacted] has a Macy’s [redacted] credit card, and only one credit card is used to make purchases both inside and outside of Macy’s Therefore, only one Macy’s [redacted] credit card was mailed for [redacted] , the sole account holder [redacted] , do not hesitate to contact me if I may be of assistance in the future Sincerely, MsRandi P Macy’s Executive Office ###-###-#### Extension [redacted] Enclosures cc: [redacted] ***, Revdex.com

***, We are in receipt of the Rebuttal for Complaint ID # [redacted] To resolve this issue, another request was submitted for a Merchandise Only Certificate to be sent to the customerAccording to our records, the certificate was mailed to the customer on 5/and delivered within 2-days At this time, Macy's will consider this matter closedThanks,Angela LMacy's Executive Office

[redacted] *** [redacted] October 9, 2015 [redacted] Re: RevDex.com ID [redacted] Macy's [redacted] 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. We sincerely regret any frustration you may have experienced regarding the Credit Protection (Credit Pro) enrollment procedures at Macy's. Signing up for the Credit Protection plan is an opt-in at the credit card enrollment process and requires the customer's consent and signature to be added to the account. Our customers are given a “yes” or “no” option and a signature is required for acceptance in this plan. A brochure is then given describing the program in detail. I apologize if you were not made aware of the option when your account was opened. In reviewing your account, our records indicate that you called in on August 1, 2015, and we advised you to contact Credit Pro directly at ###-###-#### to cancel the program. On August 26, 2015, we applied a credit of $4.29 to your account. As of the date of this letter, your account has a credit balance of $4.29. [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] ,We are in receipt of complaint id # [redacted] regarding the customer's mattress purchaseWe contacted the customer and advised how the return, repurchase, and authorization hold process worksThe customer was not satisfied with our policy that unfortunately we are unable to override At this time, Macy's will consider this matter closed.Thanks,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 They also have the information wrong, I've never said anything about an "ex-wife" using my accountThey are try to charge me nearly $1,for something I've never used Regards, [redacted]

January 22, [redacted] ***Marketplace Resource ConsultantCincinnati 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 complaint Based on this, we consider the matter closed satisfactorilyThank youSincerely, Marjorie B.Macy's Executive Office###-###-#### Extension *** cc [redacted]

June 26, [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 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 Please accept my sincere apology for any frustration you may have experienced concerning the delinquency reported to the credit reporting agencies for your Macy’s account referenced above Be assured that the service you described is not typical of the level of quality customer service that we strive to provide Macy’s goal is to have professional and courteous associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently We promote respect for all our customers and we do not tolerate any rude behavior Although it is disheartening to hear that we did not meet your expectations, your feedback is valuable to us, as it gives us the opportunity to follow up with the appropriate action Upon researching this matter, I found that on February 1, 2015, you elected to receive only electronic billing statements through macys.com and the CheckFree® website However, on February 19, 2015, you canceled your enrollment with CheckFree Our records show that email notification of your billing statements for the period ending February 20, 2015, through May 20, 2015, were successfully delivered to your e-mail address at [redacted] based on your preference On May 23, 2015, your account was temporarily changed to receive both electronic and paper statement due to missed payments, and your May billing statement was mailed to the address listed above We did not receive the required minimum payment for your April 20, 2015, and May 20, 2015, due dates and your account was charged late fees and interest charges for both months A 30-day delinquency was reported to the credit reporting agencies for May 2015, in accordance with the Department Stores National Bank Credit Card Agreement We received your $payment on May 31, 2015, and your $payment on June 7, 2015, which brings your current balance to $1, I am attaching a copy of the Credit Card Agreement, along with your monthly billing statements from March 20, 2015, through June 20, Regrettably, we are unable to remove the delinquency reported for May from your credit report as it correctly reflects the payment history on your account at the time It is not the bank’s policy to remove any delinquency from your credit report unless it occurred as a result of a bank or billing error As a credit provider, we have an obligation to accurately report all account activity, either favorable or unfavorable However, on June 11, 2015, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting" [redacted] , I understand that this is not the resolution you are seeking, but we are required to maintain and adhere to specific policies and procedures in our credit practices so that all our customers nationwide can receive fair and consistent treatment If I may be of any future assistance, please do not hesitate to contact me directly at the telephone number listed below Sincerely, [redacted] Macy’s Executive Liaison ###-###-#### Extension [redacted] Enclosures cc: [redacted] ***, Revdex.com

May 10, [redacted] ***Cincinnati Revdex.comDear [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, left her several messages regarding her concernsTo 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 ***