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April 17, 2007
From Now On, I Pay in Cash
I am quite astounded by the lengths to which one company will go to collect on an imagined bill of $38.95. Back in July of 2005, I was in need of a new suit. Being that I rarely go out for the purpose of buying clothes (my wardrobe consists solely of shirts I've received as Christmas or birthday gifts), I went to Men's Wearhouse and splurged a bit and purchased a couple suits and a number of dress shirts as well as a pair of deer-skin shoes. I got a discount if I used their credit, so I opened an account with them. Before any interest accrued, I paid off the bill in full. All good so far. Well, for a little over a year, I made no more use of the credit I got from Men's Wearhouse. Then, in August 2006, they sent me a check for $38.95. Having done nothing with my account for so long, it seemed it must have been some error. Still, it's been many many years since I cared about a sum of money less than forty dollars, so I just let SarahK file it away. A little while later I received a bill from Men's Wearhouse for $38.95. I was a bit indignant about this. It doesn't seem right to me that you can send me a check and then bill me for it. Now they were asking me to go cash the check and mail back a payment for the same amount; their error was going to cost me my time. It seems to me they should have just called and said that they sent me a check in error, and then I could tell them I never cashed it, and all would be good in the world. Just sending me a bill seemed rather impersonal and tactless. I put the bill in my "to do" pile, but frankly, I'm rather lazy about this sort of thing because I hate having to take time out of my work day to crawl through some automated system until I can find my way to a live human being somewhere in South Asia... especially when all the effort is to explain to them that, no, I don't owe you this measly bill. So I forgot about it until I received the next bill with late charges. I finally went ahead and called them and talked to someone named "Phil" with an Indian accent. Ends up they already reported my delinquency on this non-existent sum to the credit agency, but it only took the customer service rep a minute at his computer to realize that this was their error. They credited someone else's payment to my account and sent me a check for the excess before they realized the error. He said he would file this for investigation and it should all be taken care of and removed from my credit report in sixty days. That seemed like a long time, but I wasn't planning on buying a house any time soon, and I'm lazy, so I let it go at the time. Soon we started to get odd phone calls. SarahK usually screens, so what we got were recorded voice message telling us to call a number for a "great opportunity from GE Money." It sounded like some phone scam, so we ignored it, but we got one about every day. SarahK finally answered one of the phone calls, and it was Men's Wearhouse trying to collect on the $38.95... now inflated by numerous late fees. They wouldn't talk to SarahK since the credit was in my name, though. One day I answered when I was home (I just answer the phone when it rings; I'm crazy like that) and I talked to someone named "Mary" with an Indian accent who then asked to transfer me to someone in their credit department. I said "Fine" because this seemed easy to explain. I then talked to someone who actually did sound American who asked me about my bill. Now I'm thinking they hired out a collection agency for this made up, tiny bill which makes the whole thing even more ridiculous. It ends up that GE Money is who does their credit, and it was Men's Wearhouse who had been pestering us all this time. Anyway, it took the woman I talked to under a minute to figure out that this was indeed their error, and she told me that, if it is under investigation, don't worry about it. So I didn't. Still, we continued to get phone calls. It is months later now. One day I was home and answered the phone again and ended up talking to one of Men's Wearhouse's collection people. Again, I explained how I don't owe them anything and this has been a lot of harassment about nothing. He saw this was true, but he couldn't do anything because apparently the people in Men's Wearhouse collection and Men's Wearhouse credit don't talk to each other (bad blood or something). He gave me a number to call and I was indignant that once again this idiocy requires action on my part. They've been harassing me for months, and I have to call them to plead them to stop. Over a non-existent $38.95! The phone calls stopped, so I forgot about this until I recently received a bill from Men's Wearhouse, now up to $178.81 that they imagined I owe them. I finally called them again yesterday afternoon and politely asked the person in India (there's never a reason to yell at the Indians because they're miles away from all this) to let me talk to someone higher up so I can put an end to this. I explained the whole thing -- again -- and the woman in customer service -- the American customer service -- told me they never had this listed as being disputed. She was able to immediately take care of the late fees which made me wonder why I had so many months ago been told that this would take sixty days to fix. That was because apparently they still send communiques between India and the Americas by ship, so when someone in India marks something to be looked into, they have to wait sixty days for one of their sturdy ships to find a strong wind and fair weather and make the trip to El Paso, Texas. Unfortunately, the ship with the note to check my account must have been attacked by pirates somewhere in the Atlantic and thus the months of harassment. I thought there was quicker, more reliable communication between India and America (somehow I was able to talk to both their customer service centers by phone), but I guess that wasn't in their budget... especially when they believed they were lacking $38.95. Anyway, the late charges were taken away, and she told me this was being corrected with the credit agency, but I was still going to be listed as owing them $38.95 until they verified the check was never cashed. After all this annoyance, I felt they owed me much more than that sum... or at least should take my word for it that I owed them nothing. She was very adamant though; this was an exceptionally important $38.95, and while this was a huge headache for me, it was nothing compared to the agony Men's Wearhouse is under thinking it's $38.95 poorer. Thus, the charge would remain for the 72 hours it would take for them to verify that I had never cashed the check they inexplicably sent me. Now, does all this make sense from a business perspective? How much money did they spend harassing me over this imagined bill? I'm thinking more than $38.95. That combined with the fact I'm going to cancel my credit with them and never do business with Men's Wearhouse again has to make this quite a huge loss. And is $38.95 really a sum you want to beat a costumer to death over? Earlier, they had sent me $100 in gift certificates because of my previous purchase with them, but later they hounded me every day over less than forty bucks. It seems at some point human eyes should have seen this and noticed how ridiculous it is. Or, at least, when what had happened was brought to light, they should have been apologetic and tried to make up for this instead of clinging to their precious $38.95. I still like the shoes, though. 22 Responses To "From Now On, I Pay in Cash"
"I still like the shoes, though." Men's wearhouse is a cult. Once you realize you are in, it's too late. You've already been fitted for black Nikes with silver swooshes, they've castrated you and it's all over but the Kool-aid. Watch their commercials: Everyone's so happy to be putting nooses around their necks. Nobody sane likes wearing ties. It's a useless piece of fabric, it's tight, expensive, falls into the sink when you have to wash your hands, and just one more thing for someone to use against you in a fight. ("Tap out!") Enjoy the shoes, though. Good shoes are important. You'll spend at least half of your life walking or running. Unless they're Black Nikes with Silver swooshes. Then you're toast. Kool-aid anyone? #2 - Posted by: Thor on April 17, 2007 09:53 AMIf only they made some sort of machine that could communicate across the world in some sort of INTERconnected NETwork. That way when someone flags the account everyone that looks at will see what the problem is. *Sigh* I guess that is only a fevered dream. If only I had the power of a Vice President to invent such a thing. #3 - Posted by: Derek on April 17, 2007 10:36 AMDo not be fooled by "Mary". Unlike "Phil", she is no true Indian but a filthy Bangladeshi immigrant who snuck into our country to take jobs away from the Hindi people! #4 - Posted by: Sanjayrupta Pravati on April 17, 2007 10:40 AMI had a bank sending me monthly statements for 3 years because they claimed I had inadvertantly left 32 cents in a checking account I had meant to close. I had thought that my last check had cleaned it out and shreaded the remaining checks. After getting the first first month, I called them to try and close the account but they said (and were not nice about it) that I had to come in in person to close the account or buy a new box of checks to write a 32 cent check to eliminate the balance. I pointed out that I was now 1200 miles away from their nearest branch and closing in person would be impractical. I was also unwilling to spend $6 bucks on checks to claim 32 cents. They were unwilling to send me a bench check from their bank I could use to clean out the account. Their suggestion was that I get one of my friends to send me a bench check. Did you ever try to call that greasy George guy that does their TV ads and says “I guarantee it”? I don’t EVER shop at a chain store of ANYKIND for ANY REASON! If I need to buy it at a large national store…I don’t need to buy it…PERIOD! I only buy my clothes from small local retailers. I pay more but never have issues like this and I have been buying from the same sales guy for 17 years and I like and trust him. That is worth a few sheckles! Yesterday when Frank was on the phone with American customer service, I was in the background saying, "Ask if you can speak with George Zimmer." #7 - Posted by: sarahk on April 17, 2007 11:41 AMThe important question is "Do you like the way you look?" Did they ever once, in all the harassing, ask if you liked the way you look? #8 - Posted by: snarky on April 17, 2007 12:06 PMThey wouldn't be so angry with you if you hadn't killed their crack squad of monkey collection officers recently. As long as that one monkey lives, your credit report will always show you as delinquent. #9 - Posted by: Master Shake on April 17, 2007 12:40 PMI've been having horrible problems with my bank ever since my purse was stolen over 2 months ago. They had no plan whatsoever for what to do if an account was compromised, other than closing the account. I stopped all the ACH debits I could (it happened right at bill pay time) but there were some big ones that I couldn't stop, and they told me I would have to leave this account with all this money in it wide open to the universe until the debits cleared. Meanwhile the thieves had my checkbook and ID, and the bank told me they would not stop any checks they wrote from clearing unless I put a stop payment on each and every check in my stolen checkbook (at $25 a pop) and I had to know the check numbers of the missing checks (which I didn't because the register was with the checkbook). Once all that passed, I closed the account FIVE times because they kept allowing new charges on the closed account, then after I'd take care of them and close the account, they'd reopen the account to charge me overdraft fees. Finally I persuaded them to really close the account for good, but then their online bill pay inexplicably decided to switch from the new account back to the old account (which was now closed) so all our bill pay checks bounced. I'm switching banks. #10 - Posted by: Wacky Hermit on April 17, 2007 01:17 PM"That combined with the fact I'm going to cancel my credit with them and never do business with Men's Wearhouse again" Don't forget all the people who read this blog who will never buy from them. You wield incredible power, I just hope you always use it for good. Having just returned from China, I totally agree with cash only. Just fork over the RMB's and everyone is happy after that 30 minutes of haggling. "No take - ee credit card - ee... Cash On - ree, preez...." It works! I cannot recount the number of times that we have gotten these same credit collecter snafu crap with our health insurance just like Frank's. I'll try the Cash On Ree Preeze? But I think the stores I shop at will say Brow Me... #13 - Posted by: ussjimmycarter on April 17, 2007 03:59 PMPersonally, I prefer shopping at Victoria's Secret. Lace panties makes me feel pretty. #14 - Posted by: Sanjayrupta Pravati on April 17, 2007 04:04 PMHere's the test: Do the shoes squeak? 'Cause, if they DO squeak, you actually owe them that $38.95. Since new shoes always squeak 'til they're paid for. #15 - Posted by: Jeff H on April 17, 2007 05:03 PMYour un-American behavior is being punished. You should realize the damage done to your credit isn't instantly OR automatically repaired, much less the time and aggravation you have endured due to no fault of your own. Therefore, you should get a lawyer and sue them for $10 million. Nothing gets action like papers being served. I remember some 30 years ago the city in which I lived had just gone to computer billing for their gas, water, and sewer utilities. An acquaintance moved out of his apartment and paid off his last bills. They kept forwarding him a bill for $0.00, which he ignored. Then they started sending him dunning letters, warning of the danger to his credit, etc., and threatening further actions. He called, talked to a human, was assured it was just a glitch and would be immediately corrected. The bills kept coming, though, with ever more dire warnings. Another call, more assurances, but still they came. Finally he sent them a check for $0.00, and the bills stopped coming. #16 - Posted by: Jim Addison on April 17, 2007 05:16 PMYou tried to break the failed system, it is all your fault. I can't wait until health care is like this. #17 - Posted by: DoubleU on April 17, 2007 07:13 PMDamn... now I almost don't want to go there. I went there a few years ago and got two great looking suits, shirts, ties, coat... etc. Now, I'm married, put on a few pounds, and great looking navy blue suit doesn't fit. #18 - Posted by: ChrisA on April 17, 2007 10:30 PMSend them a bill for all the phone calls they made to you, then call them until they pay it. #19 - Posted by: Lee H on April 18, 2007 09:28 AMDoubleU: Oh don't get me started. Just this week I believe I finally resolved a billing error dispute with the hospital where my son was born. He is 2 1/2 years old. I let him talk to the "costomer service assistant" for a minute while I ran to grab a file. He told her he had to get back to his Backyardigans show and she thought he was very cute. I think that cute factor may have helped us finnaly get this whole thing resolved. #20 - Posted by: scotty on April 18, 2007 10:35 AMHaqve you checked your credit report? After what they put you through, Men's Wearhouse should offer you a free check from the major reporting services. #21 - Posted by: Isophorone on April 18, 2007 06:35 PMA client of mine got her yearly electricity bill and had to pay 89€ extra, which she did. Post a comment
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