I called Macy 's CS in XXXX to make sure my auto payments of $ XXXX/month would cover the amount owed within the time frame left on the no-interest Special Event balance and was assured that it would. 

On XXXX I was checking my bank checking account and noticed the auto pay had been reduced from $ XXXX/month to {$25.00}!! 

Made XXXX attempts to reach a representative at CS. No options were available to connect to an actual person, unless I just hung on and did not input my account number. ( I was later told there was something wrong with the system. ) The XXXX rep I spoke to after waiting over XXXX minutes, XXXX, did not know why it had been changed, but agreed to cancel the {$25.00} auto pay and adjust them so account would be paid off within time framed allowed for deferred interest. I was again put on hold. 

When she came back on the line, she said I had made the payment of {$25.00} at a Macy 's store. I HAD NOT and on my end it clearly stated that it was a web initiated payment. I asked to speak to a supervisor and was put on hold, again. 

When supervisor XXXX came on the line. she explained that the change in payment amount was because of a system upgrade linked somehow to XXXX XXXX and all auto payments scheduled were not carried over. I asked how Macy 's could change contractual arrangements it had with its customers and not advise them of the change?? She said I had made the auto pay arrangements through my bank, which I had not. I asked her how she was going to fix this and was put on hold again! After a lengthy wait, my call was DISCONNECTED. 

This entire unsatisfactory process took at least and XXXX minutes and NOTHING WAS RESOLVED. 

I question both the competence and legality of this behavior on Macy 's part and am therefore sending a copy of this letter to the Consumer Finance Agency. 
