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
7 West Seventh Street
Cincinnati, OH 45202
Presidential Complaints Department
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.
11222 Kensington Road
Los Alamitos, CA 90720
Please note! This issue was resolved to my satisfaction and the Macy’s representative who contacted me was helpful and courteous. Here is what happened.