Dagmar Groslichtova sent a message to Marvin R. Ellison - President of J. C. Penney Company Inc.- email address that said:
This is my official customer complaint about your services and inability to resolve my problems with JC Penny rewards account.
First of all, it is totally unacceptable that when I call customer service in order to get help with rewards account, the recording tells me that my wait will be 97 minutes. On top of that, the option for call back is not available so I assume you expect customers to hold for roughly one hour and half.
If you want my feedback about your services I have to say that I did not even know that somebodys customer service can be that bad.
Few weeks ago you sent me email that my old JC Penny rewards account will not be available anymore and I have to transfer it to new one. I was not able to do that and was not able to get help with the account. As a result I had to open new rewards account under firstname.lastname@example.org but lost the points I had on my old account in the process. Plus, when I made new purchase at JC Penny few days ago the points did not register with my new account but wet to old, now unavailable account.
I need somebody to close my old account under email@example.com and transfer my points to new account under firstname.lastname@example.org. But because your customer service is basically unavailable I have no way of achieving that.
The part I am confused about is why are you making changes like this if you are not able to support services you are offering. As a result I m suffering financial loss because I am not able to receive discounts and coupons I am entitled to under the rewards program.
This is to inform you that I will file official complaint with California Attorney General, Consumer Protection Unit and request that they investigate how you conduct business here in California.
3258 Cortese Circle
San Jose, CA 95127
(408) 515 6775