In XXXX, 2015, Macy 's notified me and my wife that our combined Macy's-American Express card ( which is actually XXXX accounts on XXXX card ) had been used to purchase {$3000.00} worth of computers at a computer store XXXX ( using the XXXX account ), and {$3000.00} worth of perfume at a Macy 's XXXX ( using the Macy 's account ). We know nothing about these purchases ; our cards have been in our possession at all times, and we have n't been to the computer store XXXX or anywhere XXXX in a long time. 

We contacted XXXX about the computer purchases, and the problem was fixed very promptly. 

Not so with Macy 's. Macy 's has given us the run around for several months. Each call takes an hour or so ; each time, the person we speak to does not have the power to fix things, but they tell us that they will be talking to people who do. We asked several times for a fraud report to file with the company, not getting XXXX for a couple of months. When we finally got it, we filed it, and nothing happened. We are now mailed new, blank fraud reports to file from time-to-time. 
I also filed a report with customer service on Macy 's website. Almost two months later, someone contacted me, telling me that they could n't actually do anything, but that they would monitor my situation, and that I should again file the fraud report that I had already filed, which I did. I finally got someone who called me back and gave me a name, badge number and telephone extension. Unfortunately, his phone number is a general purpose credit number that puts you on hold for extended periods ( I am on hold for 44 minutes as I write this ). About 10 days ago, he left a message to say that we would be getting a letter telling us that our problem had been fixed. 
We did n't get such a letter. Instead, we got a letter from Macy 's telling us to make a minimum payment for an account that has a number that I do n't recognize. As we have n't spent any money in Macy 's or used our Macy 's credit account in months, there could n't be any minimum payment due from us, even if this WAS an account of ours, which it is n't. ( In fact, Macy 's owes us money because we made minimum payments on the amount that we did n't owe, just to avoid any kind of collection effort from these incompetents. ) This has proven a complete nightmare. 
