• Report: #219769

Complaint Review: Macys, Federated Stores

  • Submitted: Thu, November 09, 2006
  • Updated: Wed, May 20, 2009

  • Reported By:So. Dennis Massachusetts
Macys, Federated Stores
PO Box 689195 DES MOINES, Iowa U.S.A.

Macys, Federated Stores Bogus Charge they refuse to fix Ripoff DES MOINES Iowa

*UPDATE Employee: To dispute a charge you must follow the dispute process

*UPDATE Employee: To dispute a charge you must follow the dispute process

*UPDATE Employee: To dispute a charge you must follow the dispute process

*UPDATE Employee: To dispute a charge you must follow the dispute process

*Consumer Suggestion: steps you MUST take RIGHT NOW.

*Consumer Suggestion: The main thing is to file a written dispute.

*Consumer Suggestion: The main thing is to file a written dispute.

*Consumer Suggestion: The main thing is to file a written dispute.

*Consumer Suggestion: The main thing is to file a written dispute.

*Consumer Comment: I tried to keep it short.

*Consumer Comment: For Peter from Phony....

*Consumer Comment: Signature?

*Consumer Comment: Yes, I read the original complaint ...

*Consumer Comment: Macy's credit card issues started LONG ago

*Consumer Suggestion: I have to agree with Larry...

*Consumer Comment: Not Paul , Peter

*Consumer Comment: SUE THEM, CARL

*Consumer Suggestion: Forget the phone calling

*Consumer Comment: How did someone in CA get your wife's credit card #??

*Consumer Comment: How did someone in CA get your wife's credit card #??

*Consumer Comment: How did someone in CA get your wife's credit card #??

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Last September my wife opened her Macy bill. On the bill was a Sixty Three Dollar item charged in Sacramento CA.

She immediately got on the phone and after about Forty-Five Minutes got to speak to someone from India (Call centers are overseas). She then told them the charge was bogus. They insisted that my wife made the charge. She was VERY UPSET after she hung up because they would not believe her that Cape Cod is nowhere near CA.

At that point I jumped into the Fray! After a few Thirty Plus minute tries I got a human being. She too was from India. When I explained that the charge was made in CA and we live 3400 miles east on Cape Cod, she still insisted we made the charge. When I asked for the Supervisor she relented only after I pressured her. Again, same run around.

The next day I told my wife, Lets talk face to face at the store here. So off we go to Hyannis. They listened intently to our problem and even agreed we could not of done it. They then called the same number we did and got pretty much the same run around.

At this point they said we had to wait till somebody in India went over the bill to see if we were the ones who charged it. They people in India wouldn't even let me close the account. They said I had to wait two weeks and would still be responsible for all charges.

Now the fun starts. So in comes the October bill. Same charges, same calls again, same runaround by the Call center in India. Still more calls, they finally promised they would send a copy of the charge.

Weeks go by and the copy of the bill shows up along with a note to pay up. They said it was proof we made the charge. The charge was 10:29 PST and the signature was not my wife. Not only that, the person's driver License is from CA. My wife has never had a CA drivers License. In the meantime while checking our calendar we discovered I was in the Doctors office at 3:15 EST that day. Pray tell, when was the last time it only took 2 hours to fly from CA to Cape Cod?

This time it is late at night and I call, I was connected with someone based in the good old US. She even understood that CA and MA are not next each other. To make matters worse she could not believe how the Call center in India messed up. They were supposed to show the stolen and transferred us to this lady. She promises to look into this.

In comes the November bill. Same charges. Again I called the friendly Macys people, again asked where the Doctor should send the affidavit showing we were in his office two hours and 3400 miles after the charge was made. They said, We will take care of it.

I do not know where to turn. I had perfect credit till this and Macys doesn't want to be bothered with the proof. Macys has the persons and salespersons name. They have the driver's license of the person who made the charge (so do I now and it is tempting to go down and have the PD here check it out for W/W).

Macys still does not want to get off their butts and look into this. It is not my Problem. You prove to us you didn't charge this.

Carl
So. Dennis, Massachusetts
U.S.A.

This report was posted on Ripoff Report on 11/09/2006 08:03 AM and is a permanent record located here: http://www.ripoffreport.com/r/Macys-Federated-Stores/DES-MOINES-Iowa-50368-9195/Macys-Federated-Stores-Bogus-Charge-they-refuse-to-fix-Ripoff-DES-MOINES-Iowa-219769. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

To dispute a charge you must follow the dispute process

AUTHOR: Mike - (U.S.A.)

People want us to just take out an eraser & make the charges vanish. All credit card companies have a dispute process. If we removed every charge that people say that is in error, we would be flooded with calls from millions of people that don't want to pay for things that they bought, or forgot buying some items. If the paperwork does not document that it was a bogus charge, the charge stays. It takes up to two billing cycles, or longer, to investigate these charges. We have the DARTS system of investigating disputes. We record the Date, the Amount, the Register #, the Transaction #, the Store location. We also record the cust's side of the situation & cue it to Disputed Charges. It is investigated & sometimes the customer needs to send in whatever evidence that they have. Many times, the customer fails to cooperate in the investigation thereby passing the required time limits. In that event, the adjustment pending is removed & the charges are not removed. Many customers are hostile & non-cooperative thereby defeating their own position in the dispute.
Until the dispute is settled, the charges are shown on the bill as being owed, but the customer is not responsible for these charges. If the dispute is decided in the customer's favor, it is removed along with any late fees & finance charges relating to the charges not being paid.
Also investigated are things like if the card was keyed in, or swiped. If the card was swiped, & never reported out of the cust's possession, the receipt signed, the cust can 'say' anything, but the evidence is strong that the cust bought the item. If the card was keyed in, it is no proof that the card was there at the point of sale. There are many things that must be investigated before charges can just vanish.
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#2 UPDATE Employee

To dispute a charge you must follow the dispute process

AUTHOR: Mike - (U.S.A.)

People want us to just take out an eraser & make the charges vanish. All credit card companies have a dispute process. If we removed every charge that people say that is in error, we would be flooded with calls from millions of people that don't want to pay for things that they bought, or forgot buying some items. If the paperwork does not document that it was a bogus charge, the charge stays. It takes up to two billing cycles, or longer, to investigate these charges. We have the DARTS system of investigating disputes. We record the Date, the Amount, the Register #, the Transaction #, the Store location. We also record the cust's side of the situation & cue it to Disputed Charges. It is investigated & sometimes the customer needs to send in whatever evidence that they have. Many times, the customer fails to cooperate in the investigation thereby passing the required time limits. In that event, the adjustment pending is removed & the charges are not removed. Many customers are hostile & non-cooperative thereby defeating their own position in the dispute.
Until the dispute is settled, the charges are shown on the bill as being owed, but the customer is not responsible for these charges. If the dispute is decided in the customer's favor, it is removed along with any late fees & finance charges relating to the charges not being paid.
Also investigated are things like if the card was keyed in, or swiped. If the card was swiped, & never reported out of the cust's possession, the receipt signed, the cust can 'say' anything, but the evidence is strong that the cust bought the item. If the card was keyed in, it is no proof that the card was there at the point of sale. There are many things that must be investigated before charges can just vanish.
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#3 UPDATE Employee

To dispute a charge you must follow the dispute process

AUTHOR: Mike - (U.S.A.)

People want us to just take out an eraser & make the charges vanish. All credit card companies have a dispute process. If we removed every charge that people say that is in error, we would be flooded with calls from millions of people that don't want to pay for things that they bought, or forgot buying some items. If the paperwork does not document that it was a bogus charge, the charge stays. It takes up to two billing cycles, or longer, to investigate these charges. We have the DARTS system of investigating disputes. We record the Date, the Amount, the Register #, the Transaction #, the Store location. We also record the cust's side of the situation & cue it to Disputed Charges. It is investigated & sometimes the customer needs to send in whatever evidence that they have. Many times, the customer fails to cooperate in the investigation thereby passing the required time limits. In that event, the adjustment pending is removed & the charges are not removed. Many customers are hostile & non-cooperative thereby defeating their own position in the dispute.
Until the dispute is settled, the charges are shown on the bill as being owed, but the customer is not responsible for these charges. If the dispute is decided in the customer's favor, it is removed along with any late fees & finance charges relating to the charges not being paid.
Also investigated are things like if the card was keyed in, or swiped. If the card was swiped, & never reported out of the cust's possession, the receipt signed, the cust can 'say' anything, but the evidence is strong that the cust bought the item. If the card was keyed in, it is no proof that the card was there at the point of sale. There are many things that must be investigated before charges can just vanish.
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#4 UPDATE Employee

To dispute a charge you must follow the dispute process

AUTHOR: Mike - (U.S.A.)

People want us to just take out an eraser & make the charges vanish. All credit card companies have a dispute process. If we removed every charge that people say that is in error, we would be flooded with calls from millions of people that don't want to pay for things that they bought, or forgot buying some items. If the paperwork does not document that it was a bogus charge, the charge stays. It takes up to two billing cycles, or longer, to investigate these charges. We have the DARTS system of investigating disputes. We record the Date, the Amount, the Register #, the Transaction #, the Store location. We also record the cust's side of the situation & cue it to Disputed Charges. It is investigated & sometimes the customer needs to send in whatever evidence that they have. Many times, the customer fails to cooperate in the investigation thereby passing the required time limits. In that event, the adjustment pending is removed & the charges are not removed. Many customers are hostile & non-cooperative thereby defeating their own position in the dispute.
Until the dispute is settled, the charges are shown on the bill as being owed, but the customer is not responsible for these charges. If the dispute is decided in the customer's favor, it is removed along with any late fees & finance charges relating to the charges not being paid.
Also investigated are things like if the card was keyed in, or swiped. If the card was swiped, & never reported out of the cust's possession, the receipt signed, the cust can 'say' anything, but the evidence is strong that the cust bought the item. If the card was keyed in, it is no proof that the card was there at the point of sale. There are many things that must be investigated before charges can just vanish.
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#5 Consumer Suggestion

steps you MUST take RIGHT NOW.

AUTHOR: Kristy - (U.S.A.)

1) call macy's and stop all future charges being on this card until this is resolved.

2) write a letter of dispute to macy's send via certified mail

3) get a copy of all 3 credit reports and see what new credit cards have been opened in your name by this other person. & ask them to place a fraud alert on your credit file to lock down your file. you might already have $25,000 in bogus debt you don't know about.. which the companies will hold you responsible for.

4) contact every other credit card company you have.. explain what happened and get new credit card#'s issued..

5) if you do.. absolutely insist the local police file a report /case# and also file an ID theft report on FTC.GOV someone could have a fake CA driver's license using your wife's name... (the police can get this info from Macy's)

6) contact Social security about getting an earnings report (if it says you made $200,000 last year.. but your job only pays $30k .. The Good news is when you retire you'll be one of the few people left to get full social security benefits..... the BAD news.. several people could be using her your SS#

7) get all the PC's in your home professional scanned for spyware /malware using at least 5 well known anti-malware programs recommended from large PC magazine sites (don't do an internet search for anti spyware) if your unsure go to a local computer store for help.. personally I would backup data, reformat and reinstall windows.. install the security, anti-malware software ... only then transfer the data back..

8) Hopefully your just dealing with a bogus Macy's charge.. if you don't take this seriously.. the next time your wife is pulled over by the Police... She might be arrested.. with several outstanding felony warrants because somebody decided to commit crimes using her Identity ..trying to get that resolved is a major headache.. and many people this has happened to.. have to carry a letter from the local police dept.. & TSA.GOV before traveling or just driving around the city.

again I'm probably being over paranoid.. but better safe then sorry... you need to understand there are people out there.. Stealing your ID is a 60hr a week JOB for them - the newest target right now is IRA, 401K and Investment accounts - where the real money is.. -vs- checking /savings accounts.
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#6 Consumer Suggestion

The main thing is to file a written dispute.

AUTHOR: Mike - (U.S.A.)

Dispute in writing. Follow the instructions on the bak of your statement exactly. Realize that you don't have to investigate or prove anything. What you didn't charge, you don't have to pay. They have to prove that you did make the charge. The law is the same for any credit card, be it a store card or a major bank card.

Do not pay off the disputed charge. It would be good to pay off the balance on the card except for the disputed amounts and the interest resulting from them.

It is premature to go suing anyone. You have no damages unless they are putting bad marks on your credit report for not paying the charge you didn't make.
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#7 Consumer Suggestion

The main thing is to file a written dispute.

AUTHOR: Mike - (U.S.A.)

Dispute in writing. Follow the instructions on the bak of your statement exactly. Realize that you don't have to investigate or prove anything. What you didn't charge, you don't have to pay. They have to prove that you did make the charge. The law is the same for any credit card, be it a store card or a major bank card.

Do not pay off the disputed charge. It would be good to pay off the balance on the card except for the disputed amounts and the interest resulting from them.

It is premature to go suing anyone. You have no damages unless they are putting bad marks on your credit report for not paying the charge you didn't make.
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#8 Consumer Suggestion

The main thing is to file a written dispute.

AUTHOR: Mike - (U.S.A.)

Dispute in writing. Follow the instructions on the bak of your statement exactly. Realize that you don't have to investigate or prove anything. What you didn't charge, you don't have to pay. They have to prove that you did make the charge. The law is the same for any credit card, be it a store card or a major bank card.

Do not pay off the disputed charge. It would be good to pay off the balance on the card except for the disputed amounts and the interest resulting from them.

It is premature to go suing anyone. You have no damages unless they are putting bad marks on your credit report for not paying the charge you didn't make.
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#9 Consumer Suggestion

The main thing is to file a written dispute.

AUTHOR: Mike - (U.S.A.)

Dispute in writing. Follow the instructions on the bak of your statement exactly. Realize that you don't have to investigate or prove anything. What you didn't charge, you don't have to pay. They have to prove that you did make the charge. The law is the same for any credit card, be it a store card or a major bank card.

Do not pay off the disputed charge. It would be good to pay off the balance on the card except for the disputed amounts and the interest resulting from them.

It is premature to go suing anyone. You have no damages unless they are putting bad marks on your credit report for not paying the charge you didn't make.
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#10 Consumer Comment

I tried to keep it short.

AUTHOR: Carl - (U.S.A.)

Sorry if I did not add some information. When I talked to the people after we got the signed data. I told them the drivers license was from CA and not MA. I even told the in the fax I sent that if they want I would go down to the station house and get the persons name and address for them. No response
from Macys.

Temping to try and dig up a Lawyer along the lines of some advertised on TV.

Wife is what is holding me back from opening both barrels. She keeps wanting to give them more time, they (Macys) keep telling her to wait a few more weeks.
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#11 Consumer Comment

For Peter from Phony....

AUTHOR: Robert - (U.S.A.)

Does the term cranio-rectal interface mean anything?

In this day and age, getting someones credit info is entirely too easy. Just recently, I had a credit card company send me my bill. Enclosed in the envelope, along with mine, was someone elses bill. There it was...His name, account number.. everything I need to buy stuff on his dime.

To the OP. Did you file a written dispute according to the information on the bill? That is your first step. Do NOT do it over the phone, do not argue with the idiots who don't even understand english...
Put it in writing and make them PROVE you spent the money.

If they still insist, small claims court is a perfect venue for you!!

Good luck
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#12 Consumer Comment

Signature?

AUTHOR: Jennifer - (U.S.A.)

You say the signature was not your wife's, was the name the same?

I used to work for Macy's. Here is what I think may have happened. When someone wanted to make a charge purchase but didn't have their card, we could do a search on the name or the driver's license number. If they did a search on the name, it's possible that there were two people in the system with the same name and the cashier clicked on the wrong one. When we did a charge without a card, we needed the driver's license to enter into the transaction. It seems to me that the cashier was not careful enough in verifying she had the correct person.

As someone else said, you need to dispute this in writing, not on the phone. Send everything certified mail so you have a record. Do this soon, you usually only have a limited time to dispute a charge.
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#13 Consumer Comment

Yes, I read the original complaint ...

AUTHOR: Peter - (U.S.A.)

... and nowhere did the OP state that he submitted written documentation/evidence to Macy's to prove his case.

He ended his story with Macy's response that he must prove his case and that was it. So why not DO SOMETHING to PROVE it??!!
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#14 Consumer Comment

Macy's credit card issues started LONG ago

AUTHOR: Rae - (U.S.A.)

I had a Macy's credit card 10 years ago. My highest balance was over $100 LESS than my credit limit, and I made my payments on time for several years. At one point, I moved, and failed to mail my payment on time, so I went to the local store (Dallas, at that time, there was only one Macy's in town) to make my payment 2 days BEFORE the due date. The payment should have brought my balance to $0. The following month I got a bill for late charges, stating that my payment was not received until 5 days after the due date. I called customer service and got no help, despite having the receipt in my hand from the payment. When I went to the store, I finally got a manager who stated that it takes up to 5 days to post when a payment is made in the store (would have been nice for the cashier to tell me that to begin with). She could not explain to me why it took 7 days for mine to post, especially since I paid CASH, nor would she assist me in getting the (in my opinion, bogus) late fee removed. I told her to cancel the card immediately, I cut it up and gave it to her right then, and told them I would never shop in their stores again. I haven't spent a penny with them since.
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#15 Consumer Suggestion

I have to agree with Larry...

AUTHOR: Elaine - (U.S.A.)

And disagree this time with Peter's advice. It was quite possible that they have assigned the account # to someone else as well, but sent you the bill. Until they track the individual transaction, they will believe the computer can't be wrong. Contact Macy's in writing and have them verify the transaction. All situations like this have dispute procedures. Follow theirs to the letter, and your problem should be fixed. If they don't fix it IMMEDIATELY, I would check my credit bureau report in a month or two, and if they've dunned your account, make sure they (Macy's) corrects that as well.
In any case, stop calling India. Put your dispute in writing.
Good luck!
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#16 Consumer Comment

Not Paul , Peter

AUTHOR: Ken - (U.S.A.)

Oops.. I typed Paul, but I meant Peter. Sorry.

Sue them Carl, it's the only sure bet!
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#17 Consumer Comment

SUE THEM, CARL

AUTHOR: Ken - (U.S.A.)

Paul, did you not READ Carl's report? He said he was at the doctors during the time period in question (this could easily be proven). PLUS, he said he was sent the signed receipt in the mail that wasn't signed by his wife (also easily proven). Besides, it is the responsibility of Macy's to ensure the signature on the receipt matches the signature on the card. If it wasn't, there'd be no point in signing the receipt.

Unfortunately, this is not a mastercard or visa, but a Macy's card. If it were one of these, you could just call up visa or whoever and dispute the charges.

Carl, what you need to do is get a lawyer and prepare to sue them. Let Macy's know you are not happy with their service and have contacted a lawyer to deal with the situation. This will get their attention and most likely get your charges fixed.

If not, take them all the way to court and get your money back. Since you now have a copy of the frivilous charge receipt that clearly shows your wife didn't sign it, plus proof you were at the doctors many thousands of miles away, you will win easily. You might want to add in a little extra on the lawsuit for hardships and emotional stress as a result of this situation to make the lawsuit worthwhile. Talk to a lawyer in your area, they will know best - many will give advice for free.

One more thing, Carl - does Macy's have security cameras in their stores? You might call the store in California and find out if they still have video footage of that day. If they have security cameras, I guarantee you they are watching checkouts. That would give you more fuel for the fire, plus might help catch whoever used your wifes card.

Good Luck!
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#18 Consumer Suggestion

Forget the phone calling

AUTHOR: Larry - (U.S.A.)

There should be an address on your credit card statement to dispute charges. Make a written complaint and send it to that address by certified mail. Your letter will go to the personnel authorized to resolve your dispute.

Phone calls are not much use in resolving matters like this. You already found out the hard way that the call center in India is totally clueless. The sympathetic person you reached in the US had no authority to fix the problem. In either case, it's your word versus theirs that you ever disputed the charge.

Ignore Peter's advice. He is seldom correct. You are not responsible for Macy's mistake in charging your account for a purchase made by someone else. You did nothing wrong.
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#19 Consumer Comment

How did someone in CA get your wife's credit card #??

AUTHOR: Peter - (U.S.A.)

It is up to YOUR WIFE to protect her credit card numbers and other sensitive information. Did she inadvertently give out her credit card number to someone? Purchase something online on a "public" computer (i.e., at work, at the library, etc.)? Lose her purse and not cancel the card?

Someone could not have purchased something on your wife's card unless they got her credit card number somehow.

Macy's is correct - you need to prove that the charges were not yours! Simply saying that California is X number of miles away from Cape Cod does not constitute proof. How do they know that you were not vacationing in California when those purchases were made? What you need to do is PROVE that you were in Cape Cod on the date(s) of the purchases. (i.e., timecard receipts from work, or other documentation which contains your name, date, time, and location)
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#20 Consumer Comment

How did someone in CA get your wife's credit card #??

AUTHOR: Peter - (U.S.A.)

It is up to YOUR WIFE to protect her credit card numbers and other sensitive information. Did she inadvertently give out her credit card number to someone? Purchase something online on a "public" computer (i.e., at work, at the library, etc.)? Lose her purse and not cancel the card?

Someone could not have purchased something on your wife's card unless they got her credit card number somehow.

Macy's is correct - you need to prove that the charges were not yours! Simply saying that California is X number of miles away from Cape Cod does not constitute proof. How do they know that you were not vacationing in California when those purchases were made? What you need to do is PROVE that you were in Cape Cod on the date(s) of the purchases. (i.e., timecard receipts from work, or other documentation which contains your name, date, time, and location)
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#21 Consumer Comment

How did someone in CA get your wife's credit card #??

AUTHOR: Peter - (U.S.A.)

It is up to YOUR WIFE to protect her credit card numbers and other sensitive information. Did she inadvertently give out her credit card number to someone? Purchase something online on a "public" computer (i.e., at work, at the library, etc.)? Lose her purse and not cancel the card?

Someone could not have purchased something on your wife's card unless they got her credit card number somehow.

Macy's is correct - you need to prove that the charges were not yours! Simply saying that California is X number of miles away from Cape Cod does not constitute proof. How do they know that you were not vacationing in California when those purchases were made? What you need to do is PROVE that you were in Cape Cod on the date(s) of the purchases. (i.e., timecard receipts from work, or other documentation which contains your name, date, time, and location)
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