Getting Royally Fucked By Macy's

The BBQ Pit
1

So my wife has a Macy’s credit card which had a balance of $63.20 due 5/30. I usually subtract 5-7 days to each due date to allow for mail time, so I probably sent the payment the week before 5/30 (btw, I am responsible for paying the bills in my family) .

The next month’s bill comes, but does not reflect payment to the account. In fact, THERE’S A $25 SURCHARGE ADDED TO MY BILL!! So I say, no problem, I’ll just call and inquire why the huge surcharge.

First, I do my homework. I check my checking account and, yes indeed, they did receive my payment. I then read (& re-read) the Terms & Conditions located on the back of the statement. No mention of late penalty.

So I call. The first operator explains to me that the cut-off date for our account for receipt of payment was 6/5, and our check wasn’t received until 6/7. OK, so when I ask how they arrived at the $25 surcharge, she informs me that it’s stated on the back of the statement.

sirviks: “Where?”

Fucking Idiot: “On the back of your statement, sir.”

sirviks: “No, I mean specifically where on the back of the statement do I learn about the surcharge?”

FI: “Um, it’s somewhere on the back, you just have to read it.”

sirviks: “I have read it, twice in fact, quite thoroughly, and I have not found where the statement of late charges is shown on the back of the statement.”

FI: "Um, well, it’s back there – please hold for my supervisor . . "

At which point they put me on hold for 10 minutes whilst the supervisor is fetched. I take the opportunity to re-read the back of the statement again, along with the front, the envelope, and even the adverts stuck along with the bill.

Finally, the “SUPERVISOR” comes on the phone:

SUPERV: “Hello sir, I understand there is a problem with your bill?”

I then go through and explain the whole situation. I even tell her that I normally subtract a few days from the due date to allow for mail time.

I CAN HEAR HER ACTUALLY LAUGH AT THIS IN A VERY CONDESCENDING WAY ON THE OTHER END OF THE PHONE, APPARENTLY NOT BELIEVING ME.

OK, so I ask her again where I can find out about late fee statement. I explain to her that I have not found it on the other side of the bill.

SUPERV: “Oh, it’s not on the bill. It’s in the Terms & Conditions of the contract your wife signed when she applied for the credit card in the store.”

I inform her that because of this, we intend to cancel the credit card, where she LAUGHINGLY SAYS “Well, OK”

So:

To the first operator who took my call: You are an idiot to the nth degree. You are what’s wrong with society today. Your sole purpose is to answer billing inquiries, and instead of doing this, you outright lie by telling me the “answer’s on the back, somewhere”. Then, when I point out your ineptitude, your ignorance, and, let’s just face it, your blatant stupidity, you get flustered and put your “boss” on the phone to clean up your mistakes. Try taking an ounce of responsibility and learn the facts before trying to solve the problem.

To the supervisor who then handled the situation:

FUCK YOU

Fuck yourself with a rusty chain saw. In fact, go fuck yourself with any piece of farm equipment you got lying around.

Who the hell are you that you can laugh at the people who have legitimate claims or problems with their account? You make $10/hour, but you must take this position of superiority by not understanding legitimate claims of the people who call? If you had bothered to check our credit history, we have had ABSOLUTELY NO PROBLEMS with your card or any other credit card for that matter. All you succeeded in doing is LOSING TWO FORMERLY VERY-GOOD CUSTOMERS TO YOUR STORE FOR LIFE, ALONG WITH ALL FAMILY AND FRIENDS WHEN I RELAY THIS STORY.

Oh, and one other thing. My wife and I just bought a house. We’re planning to have kids very soon. So, for the $25 your company just cost me, you lost hundreds & thousands of dollars in business because “you’re just doing your job”. Great work – unfortunately, you’ll probably get a promotion because all your superiors will see is that you collected $25.

Assholes.

(BTW – I was too angry to spellcheck this, so I apologize in advance for any misspellings)

2

Having worked in the capacity of the person/people you spoke with, I can vouch that you were most likely laughed at. After doing that type of job for a while, not through any conscious decision, it is assumed that the customer is lying.

That isn’t condonement or support of such, merely an observation of one who has seen it firsthand and been guilty of it himself.

I’m in full agreeance that you should cut up that Macy’s card and never shop there again, but don’t give up on that $25 so easily. Call them a few more times. Make a general nuisance of yourself and continually ask to speak with whomever you are speaking to’s supervisor.

In my experience, the majority of billing issues, especially over such a minor amount, are resolved in the customers favor if a big enough stink is made.

I recall attending some lecture once in which they demonstrated how it was something like 5x more expensive to attract new customers than it is to retain old ones. Irregardless of the fact that you will never spend another dime in their establishment, you don’t have to let them know that just yet :wink:

3

I would find out an address where you can write a nasty letter to the President or some other VIP in the company. You’d be surprised at how effective that can be. Be sure to state you’re “shocked and appalled” at the level of service and lack of professional courtesy. Make certain they understand that not only are you never shopping there again, you’re going to advise your friends and relatives likewise.

I’ve worked in retail at several different chains, and they often show us those kind of letters to make want to give better service.

I was read one at a meeting just a couple of weeks ago, in fact.

Usually they’ll give a refund and maybe even some kind of coupons and a letter of apology. Hey, it can’t hurt to try.