Because I have a bit of a temper (ok, more than a bit) I was pretty angry about this situation. I share this with you because I think, in this economic climate, it’s important to know which stores value their customers and which stores assume they are bill-dodging losers. I can’t say I’ll completely stop shopping at Macy’s, but I won’t be using their credit card anymore – at least not until I receive an apology.
It’s not often that I see my husband get really angry, but this was one of those times. I have sent these letters to the appropriate recipients, and I am curious to see how they respond.
The references to amounts spent in the letter are x’d out – I adore my readers, but I don’t need to share EVERYTHING!
September 9, 2012
Mr. Terry Lundgren
Macy’s
7 West Seventh Street
Cincinnati, OH 45202
Presidential Complaints Department
Macy’s
9111 Duke Blvd.
Mason, OH 45040
Dear Mr. Lundgren,
It’s Sunday afternoon, and I just finished talking to one of your credit customer service managers. I was remiss in not getting his name. I was directed to contact your Presidential Complaints Department regarding my experience.
Beginning midweek of last week (week beginning 9/3) I began receiving calls – including 3 times today, Sunday -from an unknown number with a 513 area code. My general rule of thumb, since I work from my home, is not to answer a call unless I recognize the number. No messages were left for either my husband or me.
Today, my husband finally answered, and it was your credit department. My account is in my name only. I took the phone and was told that the incessant calls were because I had missed a payment due on September 1. That means the calls began less than a week after my payment was due. I received no letter, no email, no notification at all that I had missed this payment before these calls began.
By the way, last Monday we purchased a sofa from your furniture department for $xxxx. I enclose a copy of that receipt. This purchase was included in the overdue amount by the first person I spoke with today in your credit department. Having made the purchase on the third, no payment was due on that amount at this time.
In addition, I had already scheduled a payment through my online banking service for September 11 to pay off the balance due as of September 1. I had neglected to make the payment before the due date, and that was my error.
However, Mr. Lundgren, I have been a loyal and consistent customer of Macy’s for as long as I can remember. Before your company came to California, I would shop at your store in New York. I have used my Macy’s credit card for my purchases in order to receive your promotions and coupons, which I use all the time. Last December 31 my husband bought me a beautiful ring – for $xxxx – in your fine jewelry department for my 50th birthday.
Despite my customer loyalty, and my consistently responsible management of my Macy’s credit account, I was harassed with multiple phone calls over the past 4 days to collect a payment – of $75 – which was not even a week overdue.
I am extremely upset and insulted. Had I not already purchased the sofa, I would absolutely not be shopping at your store for such a large purchase after such disrespectful treatment.
Your customer service manager explained to me that this is how ALL customers with overdue payments are treated, which I think is awful. There is a big difference between someone who overlooks a payment and someone who is negligent for months on end. I believe if you look at my history with your company, you will see that I am a very consistent and reliable credit customer.
I hope you will reconsider the way you treat your loyal – and responsible – customers. I have always praised your store to friends and family, but I am very disappointed in the way your credit department treated me. For now I will discontinue using my Macy’s card for purchases at your store. Saving 20% is not worth the risk of being insulted and treated like a deadbeat because of an oversight.
Sharon Greenthal
11222 Kensington Road
Los Alamitos, CA 90720
562-244-5674
sharongreenthal@gmail.com
1 enclosure
Yikes! I just renewed my Macy’s credit card. Your post gives me pause as to whether or not I will every use it again!
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We have had similar issues with other creditors. The payment was due on the 5th for example, but you were given a grace period till the 15th. And then the harassing phone calls begin on the 7th – and generally for an amount less than $100. Again, good credit history with said establishment.
All I can guess is that with the shaky economy, retailers want to start collecting the money as early and as rudely as they can before the bill starts getting too large. The ironic thing about this issue is that they harass you on the other end TO GET A CREDIT CARD whenever you make a purchase. No doubt many of the people buying things should not have credit, and their policy of getting store credit car in as little as 3 minutes (generally with predatory interest rates) is never criticized. We are trying to eliminate all of our credit cards except for Visa and American Express, and use those sparingly as well.
I hope you will keep us informed as to the outcome of your complaint. BTW – found you on Generation Fabulous!
I asked about the grace period. Macy’s doesn’t have one! I agree, the whole thing is a big mess-
Glad to connect with you through Generation Fabulous!
I’m actually having a similar issue with one of my cards. It’s a different company and luckily they aren’t calling me. But they continually say I’m late with my payments even though I pay early.
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Word of mouth on poor customer service travels much faster than positive stories. I hope they look at revising their credit policy. a week’s grace period is common and not asking for too much.
Melissa Lawler recently posted..Scentsy Travel Tin-Giveaway
You would think they’d have a grace period, but they do not.
Ugh, I hate when credit companies are like this! Let us know what happens – I hope it ends up working out well!
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Thanks Michelle.
That is so rude. The least they should do is issue an apology.
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Way to go, Sharon..let us know what happens..
Shame on them, for sure!
Promise you will post the response if you hear back… I think the problem in so many places is that there is no human involvement. No one to look and seen a long sterling credit history. You are thrown on the pile by a computer, something that would not have happened in an earlier age.
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You GO! I recently encountered similar treatment when only 2 days late. grrrr Also, I have been loyal and prompt with all past payments. This was a fluke. Plus, they sent the notice to my husbands email…?!?!? I’m not even sure how they got his email. AND, I’ve attempted several time to have my account set up for them to mail me a bill. They still haven’t done that. I’m leaving them behind. This messed with my credit score for a $60 bill. I’m not at all happy with them.
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I totally agree with Grown and Flown. Everything is so automized now that I doubt any human actually looks into the credit history before they call about an overdue bill. Can’t believe that they don’t start with a letter or email first.
Jennifer Comet Wagner recently posted..2 Portable Bluetooth Speakers for Teens and College Students
I guess that’s what was most upsetting, that they started with the incessant calling. I realize they don’t look at it on a person by person basis, but really, there should be some way to filter these things!
Very well written, Sharon. Good for you for fighting back. I hate tactics like that.
Good for you Sharon.
Macy’s called my Mother at age 89 because she was late on paying her bill of less than $20.00 and suggested she use a payment plan at a high interest which she agreed to. She did not understand what she was agreeing to and this purchase became an expensive purchase before I realized what was happening! It really was taking advantage of the elderly.
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Hi Sharon — I also know where you can hire ninja assassins should Macys not apologize promptly. Those bastards just about ruined my wedding registry! Don’t mess with my china!
Shannon Bradley-Colleary recently posted..The Man You Want May Already Be In Your Bed
That is an awful way to treat a loyal customer.
The company I work at doesn’t treat those with delinquent accounts of over 6 months that badly!
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We would never do that to one of our customers, either – certainly not a few days after a bill was due!
Sharon, oh…how I feel your pain. I recently had a similar unfortunate customer service experience with Lowe’s Home Improvement. Although I really hated blogging about it – I couldn’t help it – they made me so darn mad! http://homeplaceblogger.blogspot.com/2012/08/warranty-claim-service-at-lowes-not-okay.html
These companies have GOT to realize that poor customer service is not acceptable.
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My immediate reaction was to blog about it. It’s important that people hear about this type of thing – such an inappropriate response to a minor misstep.
Right now, health insurers are also sending out late notices, before one is actually even LATE.
I pay bills for a number of small businesses. Premium due on/before the 1st of the month; grace period to the last day of the month. So I usually send my clients’ checks around the 25th or so of each month.
In July, we received a “late notice” dated Aug 1, warning the policy would be terminated. Time stamp by our front desk? July 28. I love how they can employ a time warp to deliver mail four days before the letter is issued.
It is all a game. If they can scare/harass enough people to pay earlier, their balance sheets look better.
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Health insurers are among the worst – in so many ways!
Don’t even get me started on Macy’s customer service. We have gone through one nightmare after another regarding coach warranties. This has happened with three couches (we keep getting couches from Macy’s because after 6 months of phone calls, they always replace our couch, then a stain gets on the couch, we try to use our stain protection plan, and it all starts again). Most recently, my dog had cancer and his tumor burst and blood got on the couch in a couple places. We called immediately and they declined our request to come out. We got management involved and they said someone would come. Nobody has. Now, 4 months later, they are promising we will get a phone call this week to have someone come out. FOUR MONTHS!!!!!! And only after several phone calls. It is so annoying. Luckily, if you are persistent and finally get someone out, the stains have set in, don’t come out, the management is forced to replace the couch because they don’t sell the couch in that color anymore. So at least there is that. I would just prefer they clean the dang couch the first time…Sorry. rant over.
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They absolutely owe you an apology and a free sofa!
Don’t settle for anything less when you get the presidential complaints department to actually listen to what you have to say…..
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I had to read the letter 3 times to understand what the issue was, and I’m still confused. She admitted to missing a payment– that’s her fault…right? A grace period or kind late reminders aren’t a requirement of any credit agreement… Good customer service yes, but not something owed to anyone. There is a lot of language in the letter and comments that you feel there should be some special treatment based on personal experience. You bought something on credit, so essentially you didn’t pay for it yet. You’re a delinquent debtor at that point and they don’t know you from the person down the street who has zero intention of paying their bill. Maybe they should revisit their policies, but it shouldn’t be on the basis of you getting special privileges over others. Some of these comments imply something is owed. A FREE sofa? That’s ridiculous. This whole thing is perplexing.
“helps” should be in there after “good customer service.” Typo.
Thank you for commenting. Let me clarify that nowhere in the letter do I mention getting anything for free. My issue was the overwhelming amount of phone calls I was receiving from Macy’s. A grace period is not required, of course, but good customer relations should include a more thoughtful way of contacting a delinquent customer, especially one who has never had an issue previously. Macy’s was very kind in reacting to my complaint and had two separate executives contact me and apologize, so I must have made a point with them. Not to mention that they sent me $100 in gift certificates, which I did not ask for, by the way. The only thing that’s perplexing is why more people don’t voice their frustrations with bad customer service – companies want and need to know about these situations.
I’m thankful every day to have gotten rid of macy’s and all the rest of the cards.
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Wow…I have never had this happen (Thankfully) but I have also been shopping at Macy’s for like ever….so so sorry this happened…
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I happen to think Macys has gone downhill in every department. Recently, I went to exchange a pair of shoes for a different size, and when I asked the sales rep to call and ask if the other store could hold the pair until I got there, he printed out a list of the stores with telephone #’s, handed it to me and said, “It’s just as easy if you do it yourself.” Wow. No above & beyond there!
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I hope Macy’s will be able to resolve this problem.
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Oh my. I see this is resolved now, but I think the calls amount to harassment which I believe is against the law. Several calls a day?!
I believe those credit card collectors work off of commission, so they are highly motivated to annoy you like that. It feels to me like customer service is dead in the country. Maybe the final response you received from Macys shows that customers do still matter to corporations. It sure doesn’t feel like it from this end whenever I need to call and get something resolved.
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I also had a horrible experience with their rude credit card services department. I will close my account as soon as they resolve the money they owe me becuase they bullied me into paying twice because the payment I made in store took 15 days to post. I have never had such a poor customer service experience, even when I said I want to close my account they did not try to pacify me. The discount is not worth being treated like a lying criminal. I have an excellent credit score and I don’t want it ruined by Macy’s archaic systems, more importantly I never want to have to deal with their awful credit card “service” department again. I spoke to 4 different Macys credit people trying to get this resolved and they were all rude, condescending and aggresive. Avoid Macys credit card. I need to find the address to send an official complaint. Thanks for posting this.
This is indeed how tenet treat their customers and I am now no longer using Macy’s ever again. I had a similar situation. I have been a Macy’s customer for 7 years and never once was I late. The the past 2 years I have held a $0 balanc on the card. I used the car for gas $30. But I had forgot about it. I did not receive any mails or calls. Until the day after the hit my credit for $30 days late. I picked up the call and pay the money promptly but they will not take the delinquency off my credit report. So I have to have that on my credit report for 7 years. 2 months later they send me a letter dropping my credit balance on the card by thousands of dollars. Ruining my debt to credit ratio further. They way they treated me for being 1 day late is disrespectful. Had they called a day before they hit my credit report instead of the day after this all would have not happened. But the representative said its not our responsibility to call you. But you called me after you ruined my credit. I promptly closed my account and will never do business with American Express or Macy’s ever again.
I never had this issue with discover. Macy’s does not believe in forgiveness. They only believe in punishing people for mistakes for 7 years of my life. For $30.
Sorry for the mistypes. I typed that on my iPhone.
That’s a terrible story. Keep trying to get things fixed. Write to Terry Lundgren directly. That’s how I got my problem fixed.
I’ve had the same issue with them! I had someone fraudulently used my Macy’s card online. I called Macy’s to report the problem. They said they would close my account, send me a new card, and void the charges though I may still receive a couple of statements afterwards with the charges still on there. I did indeed receive a new card – but the charges were never removed! I received a ridiculously long form to fill out involving the fraud, and since the woman on the phone didn’t say anything about forms to fill out, I assumed they were a bogus attempt from someone to obtain my credit card #, SSN, etc. Same deal as you – I didn’t recognize the number on my phone, so I didn’t pick it up and a message was never left. Finally fed up with the repeated calls, I picked up and it was CitiBank demanding payment! I explained the situation to the woman on the phone; she said she would contact Macy’s and recommended I do the same. I did and was told the long forms I was sent were legitimate and I needed to fill them out. I did and mailed them in this week. Then today, before 11:00 a.m, I received TWO calls from Citibank demanding payment. They said my fraud claim had been denied. I angrily explained the situation to them, told them to stop calling, and hung up on them. I then fired off any angry e-mail to Macy.s
God, what is it with them?! I am so angry right now I can’t see straight. Anybody know what agency I can report this harassment to?
Thanks for the info I needed to finally close my account with Macy’s. I’ve had problems with them, too. In December, I paid off my Macy’s balance based on the info provided over their automated telephone services. In January, I didn’t get a bill. In March, I received a bill for a $30 late fee on $3 of unpaid interest. I just paid it in good faith. So, I assumed I had a zero balance… HOWEVER, in April I got a bill for $2 in interest… on a zero balance??!? I called and threatened to close my account, and I got a refund for the $30 dollar late fee, and the $2 of who-knows-why…. It’s May and I have been so paranoid about my Macys account that I call often to check my balance (sad, huh?). After finding this blog, I decided to cancel the account permanently and never shop Macys again. It should be a red flad to everyone that Macys is using call centers in Asia to answer all complaints. I think the quality of everything Macys is now cheap and unregulated.
Thanks for posting this. It’s good to know I am not alone. The same thing just happened to me with Macy’s, and I’m flabbergasted. What’s worse: My online account shows a zero balance. How can I pay a bill that doesn’t appear to exist?
This is completely true about Macy’s. My account payment was for 75$ as well. I’ve received 14 calls in 4 days. There online system does not notify you that your account balance is past due. It simply states when the next payment is due, which for me is June 17th. They also add on a late fee of $25. I just sent an email with pictures of all account information requesting them to show me where anything is past due. It’s ridiculous, I’m paying off the account and closing it immediately.