My husband has a Macy 's credit card and I have one. Several months ago, my husband and I called Macy 's credit card and requested closing my credit card account and just adding my name to his card and merging the balances so this way we have only one credit card with Macy 's. Macy 's credit card rep assured my husband and I that my account was closed and that balance on both cards were merged. However she never closed account or merged balances. during the same phone call I made sure I told them not to use my old email XXXXXXXXXXXX ( high chance of it being passed to spam ) and use the email XXXXXXXXXXXX or my phone number is they need to contact me I was never notified my account is still open or that I have overdue balance. On XXXX/XXXX/16 I received a notification from my credit monitor company of unusual activity on my credit report. I called the company immediately and it was they ( the credit monitor company ) that alerted me that my old Macy 's credit card was still open with some overdue balance. i immediately contacted Macy 's, paid off the balance and questioned why they did n't close my card and merge the balances as they told us. They refused to help him in any way despite me paying in full the amount and despite it being their fault for telling us they closed the account and merged balances when they did not. I spent hours and hours on the phone for trying to talk to a manger and they finally forwarded me to manager voice mail ( XXXX XXXX ) where I left a voice mail but he never called back. I called again XXXX/XXXX/16 and spent several hours trying to get that resolved and again could get nowhere and again they took my number saying that a manager called john would call me back and he never did I have worked for over 20 years to have an excellent credit and due to Macy 's error ( or deliberate action, refusing to close a card while telling us they did so this way they can continue to collect interest ) my credit score can be negatively affected. This is either error on Macy 's credit card side or deliberate action but either way I should not be the victim specially that I am in the process of buying a new house and getting mortgage. 
