Late last year we opened a credit account with Macy's. We've used the card twice and each time we paid the balance in full well before the due date. In fact, I just paid the balance last week on a bill that was under $80 and the puchases were in mid-July of this year. The due date was August 27th of this month.
We have been very careful to watch what we spend. We don't use our credit cards very often and when we do we pay the balance off. We don't use them until we do pay the balance off. With the economy they way it is we don't want to rack up a lot of debt. We are both working but realize that can change and that either one or both of us could be unemployed.
That is what makes our story so outrageous. This happened today and we are both steaming. Mr. Sable is fuming and can't believe what happened.
As I said earlier we have an account with Macy's. This morning my husband's cell phone rang twice. We called the number back and it was Macy's collections. Since we have a $0.0 balance and paid the bill well before the due date we were stunned when we realized that it was their collections department. I then explained to the rep that we had a $0.0 balance and that they were calling us in error. I asked to speak to a supervisor who double-checked and realized that my husband's cell phone was assigned to an account belonging to somone else. The supervisor assured me that my husband's number would be purged from the system and that he would not receive anymore phone calls.
Three hours later, Mr. Sable gets another phone call from Macy's collection department. He tells them that he does not speak very good English, that he is at work, and then he calls me very upset because he thought we had taken care of this. I them call the local Macy's and speak to the store manager who tells me that even though she can't access our account information she will let her Regional Manager know.
I then called the Macy's Collections center again and speak to another representative to ask why they are calling my husband when we were told that his number was purged from the system. I then get patched to what they call a "credit bridge" and speak to the person there. He tells me that the number was purged and that we should not get any more calls. I call my husband back and let him know.
Three more hours pass and my husband calls again and this time he is fuming. Macy's Collections called again. This time is was a Spanish-speaking rep. This is where it get really ugly. She asks him his immigration status in the U.S.! That's right, she asked, "Are you legal or illegal in the U.S.?" My husband lost it and proceeded to tell her that she had no business questioning his immigration status and that he was a permanent resident. She told him he could be deported if he did not pay the bill. He asked why when we have a zero balance, paid the bill well ahead of the due date and told her that her actions were illegal. He then called me and as I said he was fuming.
After his phone call, I was pissed. I called Macy's and left a voice-mail for their "credit-bridge" rep to let him know about the latest phone call. I also called Macy's Collections department and let them know that this was abusive and illegal. I asked to speak to a Spanish-speaking rep and let him know. He agreed and said that this was "muy feo" on the collection rep's part.
I also faxed a letter tonight to Macy's asking them to cease and desist. I also filed a complaint with the FTC and our State Attorney General. They both have complaint forms so you can file online. What gets me is that coporations think they can bully people via calling them several times a day, ask them their immigration status and threaten to have them deported. That was just plain wrong. It smacks of "papers please". I get that they want their money, but here is the deal. They admitted they made a mistake and yet they keep calling. Three times in seven hours is way more than necessary. Asking my husband his immigration status is over the top.
I had to come here and rant. Mr. Sable is still at work and won't be home for a few hours. But I have to wonder if asking people their immigration status is something that bill collectors are using to harass immigrants. That is just plain wrong.
One more thing: Macy's.Epic.Fail. Or as Keith Olbermann would say, "Worst.Persons.In.The.World."
Update: I wanted to diary my story because I want Macy's to realize that we are very upset. I figured sharing our story with the Daily Kos community was the best way to get the word out. I want them to know that we won't sit still while they abuse people. Their practices are just wrong on so many levels.
Update 2: At the suggestion of Rontun and ofdblue in the comments, I sent an email to Terry Lundgren, CEO of Macy's. I want him to know how Macy's treats people who have not done anything wrong. Thanks to both of you and everyone here who has offered mojo, advice and a sympathetic ear.