Macy's new definition for inappropriate language?

I got an email from macys.com on Monday that said "your statement is ready for viewing." For some reason I thought that meant I could look at my statement so I went to the macys.com website. I found the current month at the top of the drop-down list and clicked on the button marked "View Statement." Instead of a statement I got this error message:

statement not found

The statement you requested cannot be retrieved right now.

We apologize for the incovenience. Please try again later.

If you’d like to speak with one of our Customer Service

representatives, please call 1-877-493-9207.

I decided to try again on Tuesday in case there was some delay getting the statements generated, but on Tuesday I got the same message. I decided I would report this problem in case the Macy's staff was not aware of it. I went to the "contact us" form, chose "general billing problem" and tried to report the problem like so:

I tried to look at my statement this morning after getting an email yesterday that it was available for viewing.

I chose the current month from the drop down list and clicked the button for View Statement but instead of my statement I got "statement not found" -- The statement you requested cannot be retrieved right now.

We apologize for the incovenience. Please try again later.

If you'd like to speak with one of our Customer Service representatives please call 1-877-493-9207.

Unfortunately the "contact us" form did not like this message. I got another error message:

We're sorry. The text you entered may contain language deemed inappropriate for use on macys.com. Please try again.

I tried deleting the punctuation. I tried deleting the numbers. I tried sending the message from a different macys.com "contact us" form. For some reason this message is inappropriate.

Finally I called the number in the message. I entered the account number. I entered the last four digits of the number that's not supposed to be used for identification purposes. I navigated the Interactive Voice Response tree -- "other options" -- "agent". After waiting several minutes during which they told me there were high call volumes, that later in the week was better and that I should use the website, the phone rang a couple of times then cut off.

I called the number again, navigated the IVR again, and finally I talked to a customer service person. I told her about not being able to view my statement. She told me she would have to transfer my call to another agent. Finally the new agent told me there was a problem with the statements and they won't be ready until tomorrow, or maybe Thursday. I also told her about the problem reporting the original error using their website "contact us" form. She apologized and told me she was making a record of my complaint.

The last time I checked, it was cheaper for a company to handle complaints using automated systems and electronic reports. Perhaps Macy's thinks if it redefines complaints as "language deemed inappropriate" it won't have to deal with them at all. Maybe that's part of the thinking that made them decide their standard credit card rate should be 25%. And that's why I closed my account. Now if I could just get my statement and pay the darn thing off.