Complaint Review: Macy's Credit and Customer Service

Back in October I went onto Macy's website to make a payment.  Once I logged in I noticed that I was already paid up to date and was not due a payment until November.  I set up automatic payments to be taken out of my account in the future to prevent the need of logging on each month.   On November the 26th I logged on after noticing that a payment had not come out of my Checking account.  The payment due was larger than what was normally expected. 

I called Macy's on Nov 28th; spent several hours calling, being transferred, hung up on and promised calls back from numerous representatives.  I must say that Macy's customer service have become extremely poor both in store and over the phone.  

I called the originally customer service department at 9am on 11-28 to report the issue with the online account and was transferred to 800-545-1256 which was collections.  The representative was reluctant to listen to my issue/concern but instead advised that I have been reported to collections and that I was showing 68 days past due.  This became rather frustrating.  If I was 68 days past due; shouldn't I have been made aware that there was a payment due the prior month?  Shouldn't I have been contacted in some sort if way by Macy's?  Macy's do not send me statements ever... They have my current telephone number, email and home address.  My credit is great.  My balance is extremely low with Macy's, I am not even utilizing a quarter of my available credit.  My online account with Macy's is still showing that the payment is pending to come out.  My checking account have more than enough to cover the balance due.   I requested a supervisor and was connected to Rebecca Parker; I advised that I understand that I have been reported and is prepared to bring the account current.  I informed of the issue that I was having with the site and I explained that I would first like to be sure that my issue will be resolved.  Rebecca was very inconsiderate and advised that no one will help me until I make a payment.  I explained that it shows payment pending to come out and I did not was to be charged double.  I stated this over and over, it's like she could not hear what I was saying or just didn't care. I asked Rebecca for her Manager and she refused.  Instead she transferred me to Edwin at 800-627-2909 which is the credit reporting department. 

For the fourth time I explained the situation AGAIN.  He had no regard to my issue and said that he will create a case and it would take a couple of days. I asked Edwin (employee 91011405) for a supervisor, he left me on hold for about 15 minutes and then hung up.  I called back and got him again.  He transferred me to Supervisor Rahul Suri (91067006) who was very unprofessional and rude.  I emailed him a screen shots of all online activity (I keep record for my confirmation).  At approximately 11:30 Rahul promised me a call back before 4pm on the 28th. I hadn't received a call so I called back around 4:30pm and got Lacreatia who transferred me to a Supervisor name Kim (employee 1999).  She said that she would contact Rahul and call me back.

Email that was sent to rahul.suri on 11-28-12 at 12:49pm

Subject: Urgent Manager Request - Online Payment Issue/Dispute

Hello Rahul:

This is to follow-up on our previous conversation from this afternoon.  Below you will find screen shots of the information provided from Macy's.com in October.  Unfortunately your website does not provide a date and time for the information that is given but I do know that it was prior to Oct 20th.  You'll also find a shot of the information given when the automatic payment was set up in October as well.  Please forward this information to your manager and have them investigate this issue.  Also if copies of my online activity can be emailed to me so that I can submit this file to the Better Business Bureau and credit agencies.  I will be awaiting a call back before 4pm today as promised. 

Also, please send me the contact info for your corporate office or the necessary person to submit a grievance.  The service I've received during the past couple of hours I've spent being transferred, hung up on and promised calls back have been horrible for a well-known company such as Macy's. Not to mention this huge unconvinced and disappointment from this situation as a whole.

Best regards,

XXXXX

Today is Dec 6th, 11 pm and the website is still showing payment pending to come out of my account.  To this date I have not received a call from a Rahul or Kim as promised.