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Complaints
This profile includes complaints for Macy's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,219 total complaints in the last 3 years.
- 1,475 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/02/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’ve been a loyal customer always paying on time for more than 10 years. I recently requested a new card since mine was expiring. I received a new one with the same exp date as the previous one which seemed odd. Today April 1st I received an email saying that I Macys closed my account. I called them to verify and it was true. Apparently I don’t meet their credit criteria anymore? Not only they made feel humiliated but also them closing my account which is in good standing will affect my credit score severely. I need help to get them to either reopen my account or report it as current. I’ve never been late and always pay on time and make a lot of purchases there. I am been mistreated and possibly also discriminated against for being Latina.Business Response
Date: 04/08/2025
Please see our response letter to the complaint filed by Martha Cristina Cook (text below).
April 8, 2025
****** ****
***** * ******* ******
******** ** *****
RE: Better Business Bureau complaint # ********
Macy’s account ending in ****
Dear ****** ****:
We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to
Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
your concerns on behalf of ********, N. A. (****).
Please accept our apology for the inconvenience caused by the closure of your account.
Please be assured that we are a company committed to having a diverse customer base. **** does not
condone or tolerate discrimination of any kind, and I hope you will accept my sincere apology if you felt
otherwise. I would like to assure you that we comply with the federal Equal Credit Opportunity Act and do
not discriminate against customers on the basis of race, color, religion, national origin, sex, marital status,
age, receipt of income from public assistance, or exercise of rights under the Consumer Protection Act.
As stated in the **** Credit Card Agreement (Agreement), we have the right at any time to limit or
terminate the use of your account. As indicated in the letter dated April 1, 2025 (copy attached), your
account was closed due to information obtained from your ******* credit report; specifically, ratio of
balance to limit on bank revolving or other revolving accounts being too high, number of accounts with
delinquency, the time since delinquency, serious delinquency, and public record or collection filed, and
time since delinquency is too recent or unknown. If you feel the information supplied by ******* is
inaccurate or incomplete, you have the right to dispute the matter directly with *******.
**** reports to the credit reporting agencies each month, which includes the account status and payment
history. Please note that credit scores are managed by the credit reporting agencies, and we have no control
over your credit score or how the reporting of your Macy's account may impact your score.
Unfortunately, we are unable to accommodate your request to reopen the account, as it is not ******
policy not to reopen accounts once they have been closed. We regret that we are unable to provide you with
the outcome you were hoping for.
Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Carrie A*******
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service
Enclosure
cc: Better Business BureauInitial Complaint
Date:03/31/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a Macy's credit card holder since 2000 when I worked at the store during my college years. So for almost 25 years I have had that card. I have had that card through almost foreclosures, so many natural disasters, divorce, etc. I recently fell upon had times once again but I made SURE to keep my Macy's card paid. In Sept 2022 not too long after two successive natural disasters hit ******** **, my payment was returned on Sept 22nd. On October 4th I made a payment. In Jan 22, 2025 my payment was returned and I made the payment on 2/6. At that time I explained I had been going through a hardship and that because I had transferred my direct deposits to another banking account, the account I had attached to the Macy's autopay closed without me knowing it. So on the 6th I made the payment and the person I spoke to ensured me that my card was still active. On Feb 19th, ******** closed the card. My next due date was Mar 22nd. I had two payments returned over a 6 month period so they closed it. I had two other ******** cards. One was in good standing with no missed payments. The other had the same issue as the Macy's card. Again with that one I spoke to a rep and expressed my recent challenges and made a payment plan to be paid on a certain date. I paid it only to find out that **** closed BOTH. So in total in a one month span **** closed ALL 3 credit cards even though they assured me I was okay and took my payment. And even though I had been with one of the cards for 25 years! This is heartbreaking especially after I explained what I had been going through.Business Response
Date: 04/04/2025
Please see the attached response letter (text below) and enclosure that have been sent to the customer email address on file.
April 4, 2025
******* ********
**************************
RE: Better Business Bureau complaint # ********
Macy’s account ending in ****
Dear ******* ********:
We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to
Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
your concerns on behalf of ********, N. A. (****).
Please accept our apology for any confusion or difficulty you may have experienced in this matter. As
customer service is crucial to the success of our business, it is always a concern when one customer is not
satisfied with the level of service we provided. It appears that we fell short of our goal of providing you
with excellent customer service, and we thank you for bringing this matter to our attention.
On October 3, 2024, a payment of $144.77 was returned by your bank for non-sufficient funds. On February
4, 2025, a payment in the amount of $146.95 was returned for non-sufficient funds. As indicated in the
letter dated February 19, 2025 (copy enclosed), as a result of the rejected payments, Macy’s account has
been closed.
Unfortunately, we are unable to accommodate your request to reopen the account, as it is not ******
policy not to reopen accounts once they have been closed. We regret that we are unable to provide you with
the outcome you were hoping for.
As of the date of this letter the account balance is $3,967.26. A minimum payment in the amount of 274.40
is due by April 22, 2025.
Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Carrie A*******
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service
Enclosure
cc: Better Business BureauInitial Complaint
Date:03/19/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Macy’s and the Better Business Bureau, On December 23, 2022, I bought a ruby bracelet from Macy’s for $2,079.41. The salesperson suggested a Macy’s credit card with an 18-month interest-free period (until July 15, 2024), assuring me that $120–$130 monthly payments would clear it. I applied and paid over $130 monthly via auto-withdrawal. In May 2024, a medical emergency left me partially paralyzed, requiring spinal surgery abroad. I returned home in December and found a Macy’s statement showing $1,462.58 due, despite payments totaling $2,600.78 by November 2024—exceeding the original cost. Macy’s added deferred interest after July 15, 2024, and now claims I owe $997.86, charging 40% interest. I’ve paid $2,765.89, yet they demand more. I seek BBB assistance, as Macy’s and ******** ******* offer no resolution. Sincerely, ***** ****, ###-###-#### Attachments: Macy’s Statement, Feb 14, 2023 Macy’s Statement, July 14, 2023 (A, B) Macy’s Statement, Mar 14, 2025 (1, 2) Medical Certificate Payment StatementBusiness Response
Date: 04/09/2025
Please see the attached response letter (text below) that has been sent to the customer address on file. Thank you.
April 8, 2025
***** ****
**** *********** ****
**** ****** ** *****
RE: Better Business Bureau ID: ********
Macy’s ******** ******* account ending in ****
Dear ***** ****:
We are in receipt of a complaint filed from ***** **** with the Better Business Bureau submitted on your
behalf, which was forwarded to Macy’s Executive Office. As an Executive Office Administrator, I was
asked to review and respond to your concerns on behalf of ******** N.A. (****). As we do not have
permission from you to correspond with anyone about your account other than you, we are directing our
response to you.
By accepting and using your account, you consented to the terms of the **** Credit Card Agreement
(“Agreement”), which governs the use of this credit account, and includes your promise to pay for all
purchases as well as other charges mentioned in the Agreement, including interest charges and late fees. As
stated in the Agreement, a late fee is charged to an account when the minimum payment due is not received
on or before the payment due date. Also, if the balance is not paid in full every month, an interest charge is
applied to the account.
As indicated in the terms of the Agreement, if a promotional offer is a Special Event offer, interest is
deferred, which means no interest charges will be imposed on the Special Event balance if you pay the
balance in full by the end of the promotional period for that Special Event balance. We will impose interest
charges on the Special Event balance at the annual percentage rate for regular purchases from the date of
purchase if you do not pay the balance in full by the end of the promotional period. Your monthly billing
statement shows the amount of interest pending for the deferred interest balance as of that statement closing
date. This information can be found under the Activity and Promotions Detail section of the billing
statement. This information is provided on your monthly billing statement to inform you of the amount of
interest pending for deferred interest plans.
Our review of your account found on December 23, 2022, a purchase of $2,188.91 was made. This purchase
was billed to an 18-month deferred interest plan and needed to be paid in full by July 14, 2024. Our records
indicate at the time the deferred interest plan expired, after a payment on July 14, 2024, in the amount of
$130.00, the 18-month deferred interest plan had a remaining balance of $451.47 resulting in interest being
charged in the amount of $971.93. Our records show that $1,737.44 was paid to the deferred interest plan
resulting in a balance on the plan when it expired July 14, 2024. As a one-time courtesy the interest charge
of $1,011.11 was waived on April 9, 2025. Please allow 1-2 monthly billing statements to show this
transaction.
Additionally, each monthly billing statement includes a message advising of the remaining amount due for
the Special Event balance along with a reminder of the Special Event expiration date and displays the
payment received, as well as how the payment was allocated. In accordance with your account preferences,
monthly statement alerts were issued to the registered email address of [email protected] and we have
no record of the statement alerts being returned to us as undeliverable. Once you receive an email
notification, please know it is your responsibility to log into your macys.com profile to open and view your
monthly billing statement.
Thank you for bringing this matter to our attention and giving me the opportunity to respond. We apologize
for not giving you the resolution you are seeking. If we can be of further assistance on another matter,
please do not hesitate to contact me at the telephone number listed below.
Sincerely,
David M*****
Macy's Executive Office
###-###-#### Office Line
###-###-#### Direct Line
For TTY: We accept 711 or other Relay ServiceCustomer Answer
Date: 04/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ****Since April 8, Mr. David M***** has contacted me multiple times via text messages and phone calls to resolve the BBB matter. Additionally, on April 16, I reviewed Mr. David M******* email that was attached to the BBB correspondence. His letter stated that they waived $1,011.11 from the overcharged amount as of April 9, 2025, and that I should see confirmation of this on my statement within one to two months.
While it may not be the full amount of the overcharge, I am satisfied with the resolution. I would like to express my sincere gratitude to *** **** ***** at the Better Business Bureau, and also extend my appreciation to Mr. David M***** from Macy’s for his cooperation.
Sincerely,
***** * ***** ****
Initial Complaint
Date:03/19/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below: Company Name: MACYS/**** $977.00 Account #: **************** Balance: $977.00 Under the Fair Credit Reporting Act (15 U.S.C. § 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter. I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA. Including unverified or inaccurate information on my credit report—and continuing to share it with third parties—unfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.Business Response
Date: 04/04/2025
Please see the attached response letter (text below) that has been sent to the customer. Any listed enclosures were mailed to the customer address on file.
April 2, 2025******* *******
*** ** ****** ******
********* ** *****
RE: Better Business Bureau ID #********
Macy’s Store Account ending in ****
Dear ******* *******:We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to
Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
your concerns on behalf of ********, N.A. (****).In reviewing your complaint, our research confirms our Fraud Department conducted a thorough
investigation into your claims of fraud on the above-mentioned account. Letters dated June 11, 2024,
September 21, 2024, and February 26, 2025, were mailed to you (copies enclosed), at the completion of
their investigation informing you that your claims of fraud were denied and the reasons behind their
decision.Regarding your concerns related to the validation of debt as it relates to this account. Our review of your
account found the credit reporting agencies contacted our offices electronically via Automated Consumer
Dispute Verification (ACDVs) on multiple dates beginning June 3, 2024, through February 27, 2025,
transmitting disputes concerning the accuracy of the account reporting status. When an account is disputed
with the credit reporting agencies, a notice is sent to us to verify the information we are reporting. It is not
a request for validation of the account. A response was returned to the credit reporting agencies each time
confirming the accuracy of the reporting status.We have requested that the credit reporting agencies update their records with the information below:
Open date: May 11, 2019
Last purchase date: June 8, 2023
Last payment date: September 8, 2023
Charge off date: April 10, 2024
Balance: $977.82Our review of your account found for the monthly billing statement with the closing date of September 8,
2023, had a balance of $556.37 with a minimum payment of $49.16 due by October 6, 2023, for which no
payment was received. No additional payments were received for the balance, and in accordance with the
terms of the **** Credit Card Agreement, each month the required minimum payment was not received,
the account was assessed a late fee and interest charge. This continued until the account balance reached
$977.82 and charged off on April 10, 2024. If you have documentation of a valid payment made for these
payment due dates that was not applied, please forward a copy of the documentation to my attention at the
above address. Upon receipt, additional research will be completed.As evidence of your account history and per your request, we have enclosed copies of the monthly
statements for the closing dates of August 10, 2023, through May 9, 2024. Under the Fair Credit Reporting
Act, we do not have an obligation to provide you with any additional documentation. The account billing
statements were mailed to the address on the account, which verifies to you. We have no evidence of the
United States Post Office returning the billing statements to us as undeliverable.Respectfully, because the account has been found to be valid, we are unable to comply with your request
to delete the account from your credit report. We are unable to change the information submitted to the
major credit-reporting agencies, as it accurately reflects your payment history. It is not ****** policy to
remove any delinquency from your credit report, unless it occurred as a result of a billing dispute or bank
error. As a credit provider, we are obligated to report the account accurately to the credit reporting agencies,
whether it is favorable or unfavorable to the customer. A charged-off account will remain on a credit report
for up to seven (7) years from the date of the first delinquency that led to the account charging-off.Because you previously disagree with the information we reported, on March 27, 2025, we requested the
credit reporting agencies to add a note to your credit report stating that this information is “disputed by the
consumer.” Should you wish to have the “disputed by the consumer” note removed from your credit report,
it will be necessary for you to contact us at the address listed above.Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.Sincerely,
Nadine R*******
Macy's Executive Office
Dept. Toll Free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service
cc: Better Business Bureau
EnclosuresInitial Complaint
Date:03/19/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Macys charged on my Macys credit card for an item I did not receive. I called their customer service line in January, February and March of 2025 to resolve this issue. Each time, I was told that the charge would be reversed. On the call in March, I asked to speak with a supervisor, who after a wait, came on the call. His name was J*****. He assured me that the charged would be reversed and that I would receive a call back within three days to let me know the issue had been resolved. The call was on March 3, 2025. To date, I've not received a call and I do not see the charged reversed. I simply want this credited, as I did not receive the item.Business Response
Date: 03/24/2025
**** *** **** ***** ****** ** *****
March 24, 2025
****** ********
**** ******** ***
************ ** *****
Re: Better Business Bureau ID #********
Macy’s Order #**********
Macy’s American Express account ending in ****
Dear ****** ********:
We are in receipt of a complaint filed with the Better Business Bureau (BBB), which was forwarded to
Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
your concerns on behalf of Citibank, N. A. (CBNA).
We are sorry for any inconvenience you encountered in attempting to resolve the matters outlined in your
correspondence.
Upon receipt of your complaint, we reviewed your account and confirmed macys**** order number
********** in the amount of $80.03, was charged to your Macy’s account on January 20, 2025. We
partnered with the Macys**** Executive Office for assistance on this matter, and they confirmed the order
was shipped to the address referenced above, which you provided when placing the order and delivered on
January 31, 2025, ***** tracking number ************.
In reviewing the phone conversations that you had with our customer service colleagues on February 19,
2025, and March 10, 2025, they advised that a credit was being processed for the item. Although there is
confirmation of delivery, as a courtesy, we have credited your account $80.03. The adjustment will be
reflected on your April 2025 billing statement.
The Macys**** Executive Office suggested you may wish to consider registering for *** My Choice
and/or **** Informed Delivery. These are free services for which consumers may register at the *** and
**** individual websites. *** My Choice allows consumers to view all details for their inbound and
outbound shipments and leave delivery instructions. **** Informed Delivery allows consumers to
digitally preview their mail and manage their scheduled packages.
Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
Sincerely,
T**** P**********
T**** P**********
Macy's Executive Office
Toll Free: ###-###-####
Direct Line: ###-###-####
For TTY: We accept 711 or other Relay Service
cc: Better Business Bureau
American Express is a federally registered service mark of American Express and is used by Citibank N.A. pursuant
to a license. The Macy’s American Express Card program is issued and administered by Citibank, N.A.Customer Answer
Date: 03/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ********Initial Complaint
Date:03/10/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to inform you that a fraudulent account has been opened in my name with Macy’s/****. I did not authorize the opening of this account and am a victim of identity theft. Below are the details of the fraudulent account: Creditor Name: Macy’s/**** Opened Date: 05/01/2017 Account Number: **** ************ High Credit: $160.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate confirmation of the account’s closure and any relevant documentation regarding the fraudulent activity. For your reference, I have attached a copy of my Identity Theft Complaint. Thank you for your prompt attention to this matter. I look forward to your swift resolution.Business Response
Date: 03/19/2025
March 19, 2025
****** *******
***** ******* ******
*********** ** *****
RE: Better Business Bureau case ID# ********
Macy’s account ending in **** (closed)
Dear ****** *******:
We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s
Executive Office. As an Executive Office Administrator, I was asked to review and respond to your
concerns on behalf of ********, N. A. (****).
Upon receipt of your complaint, we contacted our Fraud Department on your behalf with a request to
investigate the above-referenced account. Its investigation determined the account is not fraudulent. The
account information verifies to you and valid payments were received which paid the account in full. If
you have additional documentation to support your claim of identity theft, please forward a copy of the
documentation to my attention at the address above. Upon receipt, additional research will be completed.
Please know **** does not report an account as 30 days delinquent until two (2) consecutive minimum
payments are missed. Our review of your account confirmed that your account was reported as 30 days
delinquent in December 2017, and November 2018.
Our review of your account found the information below is currently reporting to ******** and **********.
The account is not currently reporting all the information to *******. On March 12, 2025, a request was
sent to ******* asking that they update their records with the information below:
Open date: May 1, 2017
Last purchase date: September 3, 2017
Last payment date: January 22, 2019
Account closed: February 24, 2020
Balance: $0.00
Our records indicate the required minimum payments due were not received for the November 22, 2017,
December 22, 2017, October 22, 2018, and November 22, 2018, payment due dates. Although a $30.00
payment was received on November 7, 2017, and a $29.00 payment was received on October 5, 2018, these
payments did not meet the required minimum payment due. A $110.62 payment was received on December
4, 2018, bringing the account current. A payment of $2.00 was received on January 22, 2019, bringing the
account’s balance to zero ($0.00). If you have documentation of a payment made for the above-mentioned
payment due dates which was not applied, please forward a copy of the documentation to my attention at
the above address. Upon receipt, additional research will be completed.
As stated in the **** Credit Card Agreement, we have the right at any time to limit or terminate the use
of your account without giving you notice in advance; unless we are required to give you notice by law.
As indicated in the letter dated February 25, 2020 (copy enclosed), the account was closed by **** on
February 24, 2020, following periodic review. Our decision to close the account was based on whole or in
part of information obtained from *******, a consumer reporting agency.
As a credit provider, we are obligated to report the account accurately to the credit reporting agencies,
whether it is favorable or unfavorable to the consumer. Since our investigation did not find the accounts to
be fraudulent, we are unable to comply with your request to delete the account information from your credit
report.
Because you previously disagreed with the information we reported, on March 12, 2025, we requested the
reporting agencies to add a note to your credit report stating the information is “disputed by the consumer.”
Should you wish to have the “disputed by consumer” note removed from your credit report, it will be
necessary for you to contact us at the address listed above.
Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Amy G*****
Macy's Executive Office
Dept Toll Free: ###-###-####
Direct Line: ###-###-####
For TTY: We accept 711 or other Relay Service
Enclosure
cc: Better Business BureauInitial Complaint
Date:03/07/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I am requesting my account to be reopened as once I have had it for over 20 years. I am also asking for them to remove all my fees. I do not receive paper statements and never received a statement until it said account closing. I only use this card twice a year. The last time the statement was not going to correct address. I also never received this statement. I would like to pay the minimum due and also remove all fees of an$95 purchase. I spoke to Betty #********Business Response
Date: 03/12/2025
**** *** **** ***** ****** ** *****
March 12, 2025
Melanie C***
*** ** **** ******
**** ****** ** *****
RE: Better Business Bureau complaint # ********
Macy’s account ending in ****(closed)
Dear Melanie C***:
We are in receipt of your complaint filed with the Better Business Bureau (BBB), which were forwarded
to Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
your concerns on behalf of Citibank, N. A. (CBNA).
The terms of the CBNA Credit Card Agreement (Agreement) state that if you do not pay your new balance
in full by the payment due date in a billing cycle, you will not receive a grace period on purchases until you
pay the new balance in full by the payment due date shown on your billing statement for two billing cycles
in a row. This means that you will be charged interest on your balance from the first day of the billing cycle
until the date your payment is received until such time the grace period requirements are fulfilled. Where
the interest incurred is less than the minimum interest charge of $2.00, the minimum interest charge will
apply. This interest charge is for money loaned to you during that period and will appear on next month’s
billing statement. This can result in a statement of interest only. You can avoid interest by paying your new
balance in full each month by your payment due date after you have fulfilled the requirements to receive
the grace period. Additionally, stated in the Agreement, a late fee is charged to an account when the
minimum payment due is not received on or before the payment due date.
Our review of your account found for the statement with the closing date of November 4, 2024, your account
had a balance of $95.23 with a minimum payment of $29.00 due by December 1, 2024. No payments received,
and, in accordance with the terms of the Agreement, the account was charged a late fee of $29.00, and an interest
charge of $2.00.
Minimum payments were not received for the due dates of December 1, 2024, through March 1, 2025, payment
due dates. Late fees and interest continued to be applied to the account according to the account Agreement.
Research confirmed you enrolled your account to receive paperless statements. Every month your
account received a statement, we would send an email to the email address you provided,
[email protected]. The e-mail matches the e-mail on the complaint. We have no record of our
emails being returned as undeliverable. Due to delinquency, paper statements were also sent beginning in
January 2025. The statements were mailed to the address on file which matches the address on the
complaint. We have no record of the billing statements being returned to us by the United States Postal
Service. If you would like copies of the relevant billing statements, please contact me at the telephone
number listed below.
Although properly charged, on March 11, 2025, as a courtesy, we credited your account for the late fee of $41.00
assessed for March 1, 2025. The credit will reflect on your next billing statement. As of the date of this letter,
the account has a balance of 223.25. A minimum payment in the amount of $208.12 is due April 1, 2025.
The Macy’s card is issued by Citibank, N.A.
This is an attempt to collect a debt and any information obtained will be used for that purpose.
We are unable to honor your request to reopen the account or remove any additional fees. Thank you for
bringing this matter to our attention and giving us the opportunity to respond. If I may be of assistance on
another matter, please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Carrie A*******
Carrie A*******
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service
cc: Better Business Bureau
The Macy’s card is issued by Citibank, N.A.
This is an attempt to collect a debt and any information obtained will be used for that purposeInitial Complaint
Date:03/06/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to inform you about a fraudulent account opened in my name with Macy's/******** NA. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account: Creditor Name: Macy's/******** NA Account Number: ******XXXXXXXXXX Opened Date: 3/28/2022 I request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity. To support this claim, I am attaching a copy of my Identity Theft Complaint for your reference. Thank you for your prompt attention to this matter.Customer Answer
Date: 03/06/2025
Problem:
I am writing to inform you about a fraudulent account opened in my name with Macy's/******** NA. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account: Creditor Name: Macy's/******** NA Account Number: ******XXXXXXXXXX Opened Date: 3/28/2022 I request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity. To support this claim, I am attaching a copy of my Identity Theft Complaint for your reference. Thank you for your prompt attention to this matter.
Desired Resolution:
Correction to a credit reportBusiness Response
Date: 03/19/2025
March 19, 2025
****** ******* *******
*** ******* ******
********** ** *****
RE: Better Business Bureau Complaint # ********
Possible fraudulent application
Dear ****** ******* *******,
We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to
Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
your concerns on behalf of ********, N. A. (****).
Upon receipt of your complaint, I reviewed our records and, with the information provided in your
complaint, I was unable to locate a Macy’s credit card account in your name.
If you have documentation showing a Macy’s credit card account in your name, please forward the
documentation to my attention to the address above. Upon receipt, further research will be completed.
Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
Sincerely,
Susan P******
Macy’s Executive Office
Dept. Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Services
CC: Better Business BureauInitial Complaint
Date:03/04/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint because my credit report contains accounts that I do not recognize, and I have every reason to believe they may be linked to a data breach. I take my financial security seriously, and the fact that these unverified accounts are being reported under my name is completely unacceptable. These inaccuracies are damaging my credit standing and creating unnecessary obstacles, and I refuse to allow them to remain unchallenged. Despite my repeated efforts to obtain verification, I have yet to receive any legitimate proof that these accounts belong to me. This blatant lack of transparency is unacceptable and a direct violation of my rights. As a consumer, I demand proper documentation proving their validity, including the name of the unverified item, MACYS/DSNB; the account number, ******XXXXXXXXXX ; and the reported balance, $774.00. Under the Fair Credit Reporting Act (15 U.S.C. § 1681g), I am demanding copies of all records used to verify these accounts. A generic response claiming they have been “verified” will not be tolerated. I require real, verifiable proof such as original account applications, signed agreements, or transaction records that confirm their legitimacy. If no such documentation exists, these accounts must be removed immediately under Section 611(a)(5)(A)(i) of the FCRA, which mandates the deletion of unverifiable information from consumer credit reports. I will not accept delays, excuses, or vague responses. These errors have already caused unnecessary harm, and I will not allow them to continue affecting my financial stability. I expect a full investigation, a detailed response, and an immediate resolution. Failure to comply will not go unnoticed.Business Response
Date: 03/12/2025
March 12, 2025***** ********
***** **** ****** *****
********** ** *****RE: Better Business Bureau complaint ID ********
Macy’s account ending in ****
Dear ***** ********:We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s
Executive Office. As an Executive Office Administrator, I was asked to review and respond to your
concerns on behalf of ********, N.A. (****).Our records indicate the credit reporting agencies electronically contacted our offices with Automated
Consumer Dispute Verifications numerous times from February 1, 2022, through March 4, 2025. When an
account is disputed with the credit reporting agencies, a notice is sent to us to verify the information we are
reporting. It is not a request for a validation of the account. A response was electronically returned to the
credit reporting agencies confirming the accuracy of the information we are reporting for the account. Also,
we are not required to provide a copy of a credit application in order to validate a credit
account. Applications are proprietary information of **** and also contain personal and confidential
information of our customers.Our review of your account found the information below is accurately reporting for this account.
Open date: March 20, 2019
Last purchase date: November 14, 2019
Last payment date: January 18, 2020
Charge off date: August 23, 2020
Balance: $774.99For the statement with the closing date of January 22, 2020, your account had a balance of $424.94 with a
minimum payment of $28.00 due by February 18, 2020. The required minimum payment due was not
received for this payment due date or the subsequent March 18, 2020, through August 18, 2020, payment
due dates. In accordance with the **** Credit Card Agreement (Agreement), each month the required
minimum payment due was not received, the account was assessed a late fee and interest charge. This
continued until the balance reached $774.99 and charged off on August 23, 2020. We have enclosed
relevant statements with the closing date of October 22, 2019, through August 21, 2020. If you have
documentation of a payment made during this time period which was not applied, please forward a copy of
the documentation to my attention at the above address. Upon receipt, additional research will be
completed.It is not ****** policy to remove any delinquency from your credit report, unless it occurred as a result
of a billing dispute or bank error. As a credit provider, we are obligated to report the account accurately to
the credit reporting agencies, whether it is favorable or unfavorable to the customer. After researching the
delinquency on your account, we found the information to be correct. Our records indicate we did not
receive valid minimum payments to satisfy the required minimum payments due for the above-mentioned
payment due dates. We cannot remove the above-mentioned account from your credit report.Because you disagree with the information we reported, on March 11, 2025, we requested the credit
reporting agencies to add a note to your credit report stating this information is “disputed by the
consumer.” Should you wish to have the “disputed by consumer” note removed from your credit report,
it will be necessary for you to contact us at the address listed above.Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.Sincerely,
James W****
Macy's Executive Office
Toll free: ###-###-####
Direct Line: ###-###-####
For TTY: We accept 711 or other Relay Service
Enclosures
cc: Better Business BureauInitial Complaint
Date:02/28/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. MACYS/**** ACCOUNT no.: ************ DATE OPEN: 07/01/2021 BALANCE: $1,505.00Business Response
Date: 03/03/2025
March 3, 2025
****** ****** *** ****
**** ** ***** ******
****** ** *****
RE: Macy’s account ending in ****
Better Business Bureau ID #********
Dear ****** ****** *** ****:
We are in receipt of a complaint filed with the Better Business Bureau (BBB), which was forwarded to
Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
your concerns on behalf of ********, N. A. (****).
Upon receipt of your complaint, we reviewed your account and found our Fraud Department previously
reviewed your account. As indicated in the letters dated June 14, 2024, October 8, 2024, and January 31,
2025, (enclosed), your fraud claim was denied. The investigation found that you received benefit from the
disputed charges made on this account, the facts and/or information reviewed as part of the investigation
does not substantiate the claim of unauthorized use, and the information you provided was not enough to
support your claim and resolve the dispute in your favor. If you have additional information to support your
claim, please contact our Fraud Investigation Department at ###-###-#### for further assistance.
**** complies with applicable credit reporting laws. Our review of the Macy’s account found that the
following information is correctly reporting to ********, but not reporting to *******, and **********. We
requested ******* and ********** to update their records with the information below to maintain
consistency in reporting:
Open date: July 13, 2021
Last purchase date: August 9, 2023
Last payment date: August 3, 2023
Charge-off date: March 7, 2024
Balance: $1,505.74
Our review of the Macy’s account found that for the statement with the closing date of August 6, 2023, the
account had a balance of $996.97, with a minimum payment of $72.16 due by September 2, 2023. No
payments were received for that payment due date as well as payment due dates from October 2023 through
March 2024. In accordance with the terms of the **** Credit Card Agreement, for each month the
required minimum payment due was not received, the account was charged a late fee and interest charge.
This continued until the account balance reached $1,505.74 and charged off on March 7, 2024.
While reviewing your concerns, we noticed the address on your complaint does not match our records. Our
research confirms that your account was enrolled in paperless statements and electronic notices advising
you that your statements were available to be viewed on the credit servicing site accessed through
macys.com. In September 2023, when the account became delinquent, billing statements were mailed to
the address on file for your account which is ***** ***** ** *** ****** ******** ** *****, which verifies
to you in public records. Please contact Customer Service at ###-###-#### if you need to update your
address with us. We have no record of the United States Postal Service returning the mailed statements to
us as undeliverable. Please contact me at the address above if you would like copies of the relevant billing
statements.
It is not ****** policy to remove any delinquency from your credit report, unless it occurred as a result
of a billing dispute or bank error. As a credit provider, we are obligated to report the account accurately to
the credit reporting agencies, whether it is favorable or unfavorable to the customer. A charged off account
will remain on a credit report for up to seven (7) years from the date of the first delinquency which led to
the account charging-off. At that time, the credit reporting agencies are responsible for removing the
account from your credit report under the FCRA.
Because you disagree with the information we reported, we requested the credit reporting agencies to add
a note to your credit report stating this information is “disputed by the consumer.” Should you wish to have
the “disputed by consumer” note removed from your credit report, it will be necessary for you to contact
us at the address listed above.
Please know, your account has been noted to cease and desist communications, as you requested.
Please contact ******** at ###-###-#### for further inquiries regarding your account.
We appreciate this opportunity to respond to your concerns. Please contact me personally if I can be of any
additional assistance at the telephone number listed below.
Sincerely,
Teryl P**********
Macy’s Executive Office
Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Services
Enclosures
cc: Better Business Bureau
Macy's is NOT a BBB Accredited Business.
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