Macys needs to change their billing procedures!

Posted Tue October 28, 2008 7:50 pm, by Jennifer S. written to Macys.com

Write a Letter to this Company  |  Rate this Company

I just received, for the second time today, a phone call from Macy's customer service regarding my account. Going back to last week, on Tuesday or Wednesday, I began receiving phone calls from a 513 area code on my cell phone. 2 to 3 phone calls a day from this number. I was not able to answer because I was at work. Friday morning I called the number back and it turns out it was Macy's calling because I was, they claim, 3 months behind in payments. Knowing there has been a mistake, I go over my payment history with a very nice woman in customer service. It seems the last payment I made (September), was not applied to my account even though the payment was made on Macys.com (Her words exactly, when inquiring about said payment: "oh...for some reason your payment isn't showing up on all my screens like its supposed to". She claims to of fixed that problem and now says I owe for October and November. Due an error on my part, October's payment was never made. November's payment is due on 11/6. I immediately logged on to Macy's and paid the amount due ($64) to bring my account current. The screen said I owed $64 due by November 6th. $64 is was what I paid. Now when you log in to Macys to pay your bill via "Quick Pay", the first screen that comes up is a disclosure that you must acknowledge before they allow you to proceed. According to that disclosure "A Macy's Quick Pay made before midnight eastern time is processed to your account within 48 hours (72 hours over the Easter, Thanksgiving and Christmas holidays)". I made my payment on Friday morning, not a holiday and well before midnight. On Sunday morning, I again get a phone call from Macys but do not answer. I let it go because I'm thinking that because I was past due, my phone number was put on an automated phone call list and that they need a day or 2 to remove me from the list. Then yesterday, I again get 2 more phone calls at work. I was annoyed but its Monday and maybe they are still "processing" everything. To make myself feel better, I call my bank to make sure my payment went through and they assure me that yes, the transaction has cleared. And then this morning, I haven't been at work more then 15 minutes when I get yet another phone call from Macys. Now I'm mad. I've paid them, the money has left my account, yet they are still calling. Then this afternoon, they call yet again. Luckily, I am now home and can answer the call. And again, I'm told they are calling because I am 3 months behind on my account and I owe $64! I inform the CSR that I made a payment on Friday morning and that the transaction has cleared my bank. I am put on hold for several minutes and then told that they do not show my payment and that it can take up to 72 hours for a payment to post to an account. 72 hours? That is not what their disclaimer says. With today's technology, it should not take 72 hours for a payment to be reflected on ones account. I know that I made my payment on Friday morning but it is now Tuesday afternoon and it has been well over 72 hours since the payment was made.

I would like Macy's to update their website disclaimer to say that it can take up to 72 hours for a payment made via Quick Pay, to post to your account. My payment was made more than 72 hours ago, it has cleared my bank, and yet Macy's has not posted it to my account and I am continuing to receive 2 calls a day. Macys has a serious flaw in their system and they need do do something to ensure that payments are credited well within the time frame they quote on their website.
This is exactly why you don't need credit cards! I got this card 2 years ago to build up my credit. I came to my senses 6 months ago and cut the card up, planning to make $50 payments through December when the card would be paid off for good. Needless to say, the account is now paid off. Lesson learned.

Log In/Create an account | 4 comments

del.icio.us      Digg this

PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.

Re: Macys needs to change their billing procedures! by RedheadwGlasses Posted Wed October 29, 2008 @ 9:24 AM GOod letter. I agree completely. GOod luck to you! Reply Re: Macys needs to change their billing procedures! by RowdyRetailer Posted Wed October 29, 2008 @ 12:32 AM Let this apply to all forms of loans, car, house, personal loans. If you cant afford to pay the entire amount, you cant afford it. Sometimes it takes going through these things for people to realize what snakes credit card companies are. If you never borrow money you dont have to worry about your credit score. I have never borrowed money. I was raised that way, times are different. People extend themselves and their credit out way too far, then when the economy goes south, alot of borrowers lose the farm, so to speak. Then people who live their lives financially responsible get to bail others out. I'm sorry rescue package! You have made the right decision Jennifer, Good Job! Reply They called again! by Jennifer S Posted Tue October 28, 2008 @ 11:59 PM Received my third phone call from Macys around 7pm tonight. Wasn't able to answer the call unfortunately. When THEY call YOU, the call center is here in the U.S When YOU call THEM, the call center is outsourced (to India it sounds like). At least thats what I experienced. Its best to answer when they call you because when I called them, the person in India had a horrible accent and read from an obvious script and basically was no help at all. When I answered their call, the person was extremely helpful and obviously here in the U.S. I would really like the phone calls to stop. One call a day I can handle but not 2 and 3. Especially when they have been paid and have had ample to time to post the payment to my account. I don't know what I can do to stop the annoying phone calls. I've asked them to make note of my payment. I paid my bill via their website so they have the correct account information. I've contacted my bank for confirmation that the transaction was successful.The only other thing I can do is send copies of the payment but I don't think its my responsibility at this time. Plus, I'm sure it will take them several days to receive the fax and update my account. Reply How incredibly annoying! by RedheadwGlasses Wed October 29, 2008 @ 9:26 AM