I placed a call to Macy 's on XXXX XXXX in an attempt to make a payment. The associate told me that Macy 's was undergoing maintenance at the time. I tried to leave my information with the associate to input once the system was running again. This request was declined. I stated a concern about a late fee, due to Macy 's inability to process a payment. I was assured that this would not be an issue, as it well known that the system is undergoing an overhaul. 

I received a bill in the mail with a {$27.00} late fee included. I called to make my regular payment and dispute the late fee. When I spoke to associate XXXX XXXX, he refused to discuss the matter until I paid the misapplied late fee. I asked him multiple times to speak to a supervisor, and he denied my request each time. 

I called back and got through to Supervisor XXXX XXXX. She insisted that the conversation that I had on XXXX XXXX was with an automated message, not an associate. I told her that I indeed spoke with an associate, and I relayed the information that the associate provided. 

I have already set up autopay, and I have no issue making all of my payments. However, the late fee is a direct result of Macy 's being unable to process the payment XXXX XXXX, 2015. My credit rating is very high because I honor my payments. This {$27.00} late fee should have never been applied, and I am requesting that it be removed immediately. 

Thank you, XXXX XXXX 
