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I have a Macy's credit card that I opened several months ago. I have a low balance and made sure I paid my bill on time every month... until a couple months ago, I made my payment 3 days late. Unfortunately, Macy's does not allow you to have reaccuring payments and the only option is to pay by check, phone (for a large fee) or online. I was charged a $25.00 late fee that posted to my next months bill. The next month, I paid my late fee and min. balance on the due date. Fearing another late fee, I made another payment ONE day before the due date. Several days later I started recieving calls from Macy's about why I had not made a payment for that month! What?! Apparently, the payment made a day before my actual due date posted to that month EVEN THOUGH I was not in default and current on payments. So now I have ANOTHER late fee! I have 3 other credit cards and could not understand their reasoning behind this as I have never expirenced this with another credit card before. I contacted the customer service number, spoke to someone who could barely speak English, and all he kept asking me to do was make another payment. To better understand their policy, I asked several times if there is only ONE day out of the entire month I'm able to make a payment without penalty. He stated that I can make a payment any day of the month. But if I can't pay a day early... and I can't pay a day late with out penalty... Hmmm... Eventually he took the $25.00 late fee off my account which I was greatful for and reminded myself to just make a payment on the 1st of every month. NOW>>>> this month I recieved my bill with a late fee! I know I paid on the 1st! I called the number... again... and talking to someone who barely spoke English and realized that they charged me a late fee on the DAY THAT IT WAS DUE! What?! I'm postive that I paid on the 1st, but it was late in the evening, and did not post until the next day. He was unable to help me and refused to take off my late fee because they helped me out before, but would gladly take another payment. Again, he could not explain why they charged me a late fee the day it was due. Obviously, I'm responsible enough to own my home and make mortgage payment and have several credit cards in good standing, but I'm not responsible enough to make my Macy's credit card payments. I will be closing this account because I'm apparently not educated enough to understand their policy.
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Great comment... we should not have to contact customers regarding their accounts... I always get the excuse that I never receive my Macy's statement but when I check the database (ICM) I find out customers have both web and paper statements going to their address. Customers need to check their junk mail folders and transfer the statements to the inbox. I am tired of correcting and removing late fees for customers that refuse to take responsibility for their actions. Regarding our policy---an imbecile can understand our policy... When mailing in billing statements allow 7-10 business days... online billing statements take time to process and if payments are made over the weekend they can take up to 72 hours to process. Customers can make their payments over the phone at no-charge by calling [protected]. We are open from 8:00 am to -9:00 pm (Monday through Saturday) and Sunday from 8:00 am to 7:00 pm Pacific time...
I don't think y'all understand what is going on here. Customers are trying to be responsible, they are paying their bills online, they are calling customer service to make sure they do not have a balance and are still getting charged late fees, getting dinged on their credit reports and told that this is all of their fault. Does a company not have any responsibility to a customer who has excellent credit and is trying to pay them money when they (the company) keep screwing up on their end? Anonymous collector 2014 none of your comments even consider that Macy's could have made a mistake. Are they infallible? Are they run by automatons unable to make mistakes? Are you a complaint algorithm programmed to respond nonsensically to each and every complaint? There are many, similar sounding complaints on this site, why do you assume that ALL of them must be the customer's fault?
I have never stated that all of the complaints on this website are the customers fault. Unfortunately mistakes, errors and misunderstandings unfortunately do happen and I must apologize on this end. For the record I am not an algorithm or a complaint algorithm. If there is an error a prompt response is needed on the customer side... always keep your receipts, have a paper trail, stay calm, cool, collected and rational and we will fix the error and make the adjustments as needed. In order for us to survive as a business we need satisfied customers...
I have heard this exact complaint before from friends of mine. It is how Macy's tries to rip you off. Their credit card system is the worst I have ever experienced. You must be very vigilant to be sure you are not getting fees that should not be there. When you do have to call, be prepared to wait 15 minutes or longer to get customer "service". That is a term I use loosely as their customer service is virtually non-existent. I believe this company is doing poorly and i would not be surprised if they went out of business due to their poor practices.