Sasha O\'Toole sent a message to Terry Lundgren that said:
Mr. Lundgren, I am disappointed that I find myself having to spend even more time dealing with a Macy\'s credit card fiasco. This message is dated 10/5/15
I was shopping with my husband on 9/12/15 (a rare occasion indeed), and the sales associate asked if we wanted to add my husband to my Macy\'s card, and if I did, that we would get the additional 10% off like for those who open a new credit card. We both asked her repeatedly, if that was in any way going to open a new account, because if so, we would not want to do that. She assured us that it was only going to add him to my existing account (open since 2002).
She also asked us if we would like to take advantage of the thanks for sharing campaign and we would get 10% off purchases. We said we did. Our purchases that day totaled close to $3k, ) although only about $350 counted towards the thanks for sharing, because the main purchase was a TAG watch).
So this is where things all go terribly awry.
Apparently even though we asked her several times and very specifically, that we in no way wanted to open a new account, and only wanted to add my husband so he could have his own card, she opened a new account.
Then, the associate forgot to add the Thanks for sharing to the first purchase, and said, no problem, we can just do it after the first purchase is complete. She swiped my existing card, instead of using the apparently new account paper/receipt. So therefore I had a $25 charge to a credit card with ZERO transactions and didn\'t have the thanks for sharing charge/discounts on the credit card that had all the transactions. Great........
So I try to call in and get a continuous IVR loop of frustration. So on 9/24 I try to submit a detailed message via the Secure Message of the credit card and the character limit is so small all I can get is for someone to please call me. That message has never been responded to, and obviously no call has been received.
I called in and finally figured that if I chose "cancel my card" as an option I would probably get a live person, and I did. I spoke with Alec and asked him to please move the $25 Thanks for sharing charge to the card that had the transactions and balance so I could get the 10% discount of about $37. He said he completed that. I then see that my account balance on my existing card still shows the sole $25 charge and call in again. I waited 18 minutes to get to a rep.
She said nothing had been done on the account. I asked her to close the "new" account. Forget the $25 transfer etc. and forgo the $37 credit, since I doubt that would ever happen. I had to wait another 17 minutes while the rep Merry waited to speak to a Thanks for Sharing "specialist" who said she credited the $25 to my "old/existing" card. When I said okay, you said that will take me to a zero balance, that means I don\'t need to make the $25 payment by 10/12 due date since zero balance? She said no, you still need to make the payment, since the credit will take 2 to 3 billing cycles to show....
So now I get to pay for something that garnered me NOTHING. I get to have my credit affected negatively because I had an account opened without my permission or knowledge, and cancelled within a month.
And the amount of time I have spent trying to clean up this mess created out of lies and deceit and sloppiness, is so infuriating, I don\'t know what more I can say and still remain professional and courteous.
Thank you for your time, I truly hope to find that Macy\'s does care and will answer this detailed message with an appropriate response to a letter sent to the President and CEO.
Sincerely,
Sasha O\'Toole
sachimoto007@yahoo.com
