Department Stores
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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.
- 1,470 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:02/27/2025
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 recently reviewed my credit report and noticed an inaccurate and invalid account reported by MACYS/CBNA. This account is not valid, and its presence on my report is a violation of the Fair Credit Reporting Act (FCRA). Under the FCRA, all reported accounts must be accurate, verifiable, and legally collectible. This account does not meet these standards, and I am requesting its immediate removal. I have not received proper validation of this debt, and without sufficient proof, it should not be reported. I am formally disputing this entry and requesting that it be deleted from my credit report. If the furnisher cannot verify the accuracy and legitimacy of the account, it must be removed in compliance with federal law.Business Response
Date: 03/11/2025
Please see the attached response letter (text below) that has been sent to the customer. Any listed enclosures were sent to the customer address on file. Thank you.
March 11, 2025
Dana S*****
*** ******* ****
*********** ** *****
RE: Better Business Bureau ID #********
Macy’s Store Account ending in ****
Dear Dana S*****:
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 Citibank, N.A. (CBNA).
In reviewing your complaint, our research confirms that we previously responded to CFPB complaint
number *************** in our response letter dated March 27, 2023, regarding your concerns related to
the validation of this account. Further research confirms our Fraud Department conducted a thorough
investigation into your fraud claims. Letters dated March 24, 2023, and February 13, 2024, were mailed to
you (copies enclosed), at the completion of their investigation informing you that your claims of fraud were
denied.
As previously explained, our review of your account found the credit reporting agencies contacted our
offices electronically via Automated Consumer Dispute Verification (ACDVs) on multiple dates beginning
November 22, 2022, through February 4, 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.
As of the date of this letter, the information below is currently reporting for this account:
Open date: November 12, 2021
Last purchase date: July 17, 2022
Last payment date: August 5, 2022
Charge off date: January 22, 2023
Balance: $837.48
Our review of your account found for the statement with the closing date of June 20, 2022, your account
had a balance of $299.83 with a minimum payment of $29.00 due by July 17, 2022. Although a payment
was received on July 15, 2022, it was returned by your bank due to Non-Sufficient Funds (NSF). The
monthly billing statement with the closing date of July 21, 2022, had a balance of $264.39 with a required
minimum payment of $29.00 due by August 17, 2022. Again, a payment was received and returned by
your bank due to insufficient funds. When a payment is returned due to NSF, our system codes the account
as if the payment was not received. Therefore, the monthly billing statement with the closing date of August
21, 2022, had a balance of $556.66 with a required minimum payment of $105.16 due by September 17,
2022.
No additional payments were received for the balance, and in accordance with the terms of the CBNA
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 $837.48 and
charged off on January 22, 2023. 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, enclosed are copies of the monthly statements for the closing dates of
June 20, 2022, through January 20, 2023. Under the Fair Credit Reporting Act, we do not have an obligation
to provide you with any additional documentation. As previously explained, the account billing statements
were mailed to the address on the account, which is the same address that is on your CFPB and BBB
complaints. 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 CBNA’s 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 disagreed with the information we reported, on March 23, 2023, 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:02/26/2025
Type:Product IssuesStatus:UnansweredMore 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.
For Christmas my sister bought me a gift card at the time I did not know the balance of it I went to Macy's in ********* ********** on Sunday February 23 2025 I went to the lingere department I ended up trying to purchase a blouse for 79.99 I went to the cashier to pay for my blouse I scratched off the portion of the gift card where the CiD number is I went to the young lady at the register she had long dark hair she was wearing blue jeans and a green sweater she was working along side a man saved saed while he was assisting my mom, she offered to pay for my blouse I went to give it to my mom & I came back to the young lady to ask how much was on my gift card she informed me it was a 0.00 balance saed said Macy's was experiencing fraud with gift cards and himself and the young lady suggested I contact the number on the back of the gift card which I did as i was leaving the store a lady answered and she stated that 16.00 was spent on my gift card and there was a 9.00 balance I informed her I never used the card she put me on hold said they will put the 25.00 back on my gift card they asked for my phone number email address and mailing address which I gave I have not received any confirmation of my call from Macy's I went online to Macy's.com/gcbal it still states 0.00 I want my 25.00 0n my gift card returned.Customer Answer
Date: 03/10/2025
Problem:
I was given a gift card from my sister for Christmas I went to Macy's February 23 2025 to use it to purchase a blouse for 79.99 I was informed by the cashier that the card had a 0.00 balance I contacted the number on the back of the card and was informed that it had a balance of 16.00 I informed the person I never used the card they stated they will put the balance back on the card and send a confirmation email to me they never did I contacted Macy's again via online chat they informed me to contact ###-###-#### which I did march 5 2025 I spoke with Ana who proceeded to receive all the information ? provided she stated that she will send it to the back office for investigation and send me a confirmation email of what to do next it has yet to be received.
Desired Resolution:
RefundInitial Complaint
Date:02/25/2025
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.
For account ending in **** a payment was made online via **** *** * on 10/4/24 to Macy's for $26.24. A second payment was made on 12/6/24 to Macy's for $47.00. Macy's asked for proof of payment from **** *** * so my bank printed a statement and it was faxed mid January to *****************. This email was provided by Grace on 1/12/25. A final check was mailed on 1/15/25 for $37.00 which would bring this account to paid in full. Grace had removed late fees. A new account was opened by Macy's as they had a problem with many peoples first accounts according to Macy's representative who I spoke with on 1/7/25. This new account ends in ****. Macy's is not acknowledging the payments of 26.24, 47. and 37. I spoke with May on 2/3/25 and she provided her email to send bank statements saying these bills were in fact paid. email is *****************. I am now receiving additional late fees on this bill. On this bill dated February 20,25 they do credit the $37 check but not the previous two payments. These accounts should be paid in full. Instead I keep getting bills with late fees and interest and no acknowledgement of receiving payments of 26.24 and 47. I have been on the phone on 1/7, 1/12, 1/15, 1/30 and 2/3. I ask that my Macy's account reflect paid in full for account ending in **** and the previous account ending in **** closed and paid in full.Business Response
Date: 03/07/2025
March 7, 2025
******* *******
** ***** ****** ****
**** ******** ** *****
RE: Better Business Bureau case ID # 22951866
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. (****).
Please know that in 2015, your Macy’s account ending in **** was changed to a sixteen (16) digit account number
ending in **** due to a system upgrade. You were not mailed a new card at that time, as it is the same account, and
you could continue to use your existing credit card.
We regret that you continue to have concerns regarding your account. Upon receipt of your complaint, we reviewed
your account and confirmed that the payment of $37.00 referenced in your complaint was applied to your account on
January 17, 2025.
Our research found that you previously contacted us regarding the missing payments of $26.24 and $47.00. As
indicated in the letter dated January 17, 2025 (copy enclosed), additional documentation is needed for the payments
to be located. The documentation we have received from you is not sufficient to help us locate the missing payments.
Using the bank statements, you provided we were unable to determine if your bank issued the payments of $26.24 and
$47.00 by check or via ACH.
In order to research this matter further, it will be necessary for you to contact your bank to determine if the payment
was sent via ACH or if a paper check was mailed. If your bank sent us a check, we need a front and back copy of the
cashed check to locate the missing payments, as well as the address your bank sent the payments to. If your bank sent
the payments via ACH, an electronic transmittal for each payment is needed to locate the missing payments. Please
note this information is routinely provided to us by financial institutions. This information can be sent to my attention
at my email address provided below. Upon receipt, additional research will be completed.
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
Toll Free: ###-###-####
Direct Line: ###-###-####
For TTY: We accept 711 or other Relay Service
********************
Enclosure
cc: Better Business Bureau
The Macy's card is issued by ********, N.A.Initial Complaint
Date:02/24/2025
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.
I opened a credit card and was told I would receive 30% off my 1st purchase. The representatives and store employees never mentioned order had to be placed the same day. I apples for credit and ordered my item. I was told that the 30% would come off my 1st bill. When i got my bill i did not see the discount, I called and filed complaint directly with Macys and was told to wait another billing cycle and i would see the discount. I waited and got my next bill and still no discount. I called and complained again and was told to not worry that my discount would show. To this date my discount has not been given. I purchased item in Late November/December 2024. I just need my 30% discount to be applied as that is only reason I opened the credit card with them. Macys complaint department apologized for the employee not giving correct information and stated that they would honor the 30% off. I hope you can help me resolve this as its $100 discount that needs to be applied. Thank youBusiness Response
Date: 03/06/2025
March 5, 2025
******** * ***********
***** ******* *****
******* ******** ** *****
Re: Better Business Bureau Complaint # ********
Macy’s ******** ******* account ending in ****
On behalf of ********, N.A. (****):
Customer Contact Date: March 4, 2025
Complaint Summary: The customer’s initial complaint was that when she was in the store, the store associate told her if she opened a new account, she would get 30% off. The customer did not open the account at that time. Her concern is the store associate neglected to inform her that the purchases needed to be made the same day the account was opened or the next day in order to receive the discount of 30%. She was also upset when she contacted customer service after receiving her first statement, and the discount was not credited. She was told to wait for her next statement to receive the new account discount. Upon receipt of the second statement, the new account discount still was not provided, and she had to contact customer service again. Customer is requesting the $100.00 new account discount.
Resolution: After reviewing the customer’s account, we found that the purchases were made outside of the two-day window to be eligible for the new account discount. Since the customer was misinformed by the store associate and our customer service agents, we have applied a new account discount to her account in the amount of $100, as a courtesy. I have spoken to the customer advising that the $100.00 has been credited to the account and she is satisfied with the resolution.
Maria P*****
Macy's Executive Office
Direct Line: ###-###-####
cc: **** *****, BBBCustomer Answer
Date: 03/06/2025
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:02/24/2025
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.
About a year ago I got a letter from Macy's indicating all future purchases were going to be under a new interest rate of 33.3%. I have not made any new purchases since then, find out after reviewing my bill because I have paid over a thousand of dollar in the last yr for payments that they are charging me 50 % interest which I never agreed to either, I have attempted to get this rectified with the bank they do business with however no response. I have attempted to speak to Macy's on several occasions they only send me emails back through my payment portal that i am not able to open. I have a similar bill that is already 1/2 way paid off from another company. This appears to be theftBusiness Response
Date: 03/10/2025
March 7, 2025
******** * ********
**** ******** ****
********** ** **********
Re: Better Business Bureau Complaint # ********
Macy’s A******* ******* account ending in ****
On behalf of ********, N.A. (****):
Customer Contact Date: March 6, 2025
Complaint Summary: The customer’s initial complaint was she feels she is paying 50% interest.
She remembers receiving an APR increase about a year ago, but she has made no new purchases
since then and feels that by now her account should have a lower balance, and we are stealing from
her.
Resolution: After reviewing the customer’s information, we have confirmed the APR increase was
on May 31,2024, which would be applied to any new purchases. After reviewing her account, the
customer only pays the minimum payment or in some cases a little more, therefore the balance is
not decreasing. It was explained to the customer that by only paying the minimum payment due, it
will take longer for the account balance to be paid. The statements do have a minimum payment
warning on them with information as to how long the balance will take to get paid off, if the balance
is not paid in full. The customer was not satisfied with the resolution and requested her account be
closed. I closed the account at her request.Maria P*****
Macy's Executive Office
Direct Line: ###-###-####
Dept toll free: ###-###-####
cc: **** *****, BBBInitial Complaint
Date:02/24/2025
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 find this account to be incorporated with inaccurate information, I believe this strongly to be misleading and misrepresentation of my credit history.Business Response
Date: 02/25/2025
February 25, 2025
******** **** ******
*** * ** ** ******
********* ** *****
Re: Better Business Bureau complaint #********
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 tried to contact you at the phone number included in your complaint. The
phone number provided was returned as an invalid phone number. In an attempt to verify information reported by
**** to the credit reporting agencies, using the limited information provided in your complaint, we were unable
to locate a Macy’s card account.
In order to assist you further it would be necessary for you to provide us with a copy of the credit report showing
the incorrect information. This documentation can be sent to my attention at the above address. Upon receipt,
additional 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 further
assistance, please do not hesitate to contact me at the telephone number below.
Sincerely,
Jonelle D******
Macy’s Executive Office
Toll free: ###-###-#### Ext: *******
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service
cc: Better Business BureauInitial Complaint
Date:02/21/2025
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.
someone fraudulent use my macys card and macys trying to make me pay for a charge i didn’t makeBusiness Response
Date: 03/05/2025
March 5, 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. (****).
As your complaint suggests you did not authorize the transaction, we partnered with our Fraud Department and
requested they complete an investigation into the purchase dated November 10, 2024. On March 5, 2025, our
Fraud Department completed its investigation and found your account was not opened fraudulently. You will
receive a letter from our fraud department in seven (7) to ten (10) business days confirming the investigation
results. We cannot accommodate your request to be refunded.
Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance, please
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
Cc: Better Business BureauBusiness Response
Date: 03/05/2025
March 5, 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 Citibank, N.A. (CBNA).
As your complaint suggests you did not authorize the transaction, we partnered with our Fraud Department and
requested they complete an investigation into the purchase dated November 10, 2024. On March 5, 2025, our
Fraud Department completed its investigation and found your account was not opened fraudulently. You will
receive a letter from our fraud department in seven (7) to ten (10) business days confirming the investigation
results. We cannot accommodate your request to be refunded.
Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance, please
contact me at the telephone number listed below.
Sincerely,
J**** W****
Macy’s Executive Office
Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service
Cc: Better Business BureauInitial Complaint
Date:02/20/2025
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 asked to pay a fraudulent transaction on a Macy's ******** ******* credit card that I have never received. I was sent a statement in March 2024 showing a transaction amounting in $224.67 that was in ******** ** at *** ********* ***** ***** on March 31 2024. This transaction took place in the account ending in ****. I disputed it with the credit card company and I was sent a letter dated July 22, 2024 that stated the removal of the disputed charges and related fees, but it seems as though the charges weren't removed, and I am now being told that if I don't pay I'll be reported to the credit bureaus. I would like for this transaction to be removed from my name because I have no knowledge of it. Thank youBusiness Response
Date: 03/07/2025
March 4, 2025
******* ****
***** ***** *****
******** ** **********
RE: Better Business Bureau complaint #********
Macy’s ******** ******* account ending in **** (closed) (formerly account ending in ****)
On Behalf of ******** N.A.:
Contact Date with Customer: March 4, 2025
Complaint Summary: The customer stated she has unauthorized transactions on her credit card. Customer
filed a fraud claim on out of store charge made at **** ********* dated March 31, 2024, in the amount of
$224.67, a ******** store charge dated April 12, 2024, in the amount of $52.19, and two ****** ******
charges dated April 14, 2024, totaling $80.27. Only the in-store charges were cleared as fraud, and the out-
of-store charge was denied. The customer stated they never received the credit card and never made any
charges on the account after opening on March 8, 2024.
Resolution: I spoke with the customer on the reinvestigation processed by the Fraud Department to inform
her the claim has been deemed in the customer’s favor and a fraud clearing letter was sent. All fees have
been removed from her account. After the fraud charges and related fees and interest were cleared the
account had a credit balance in the amount of $70.00. The credit balance is due to payment received on the
account A credit balance refund check was requested on March 4, 2025, and I informed the customer that
she should receive it within 14 days. The customer was informed that the account has been closed as she
requested and is no longer active. Customer appreciated final resolution.
Sincerely,
Susan P******
Macy's Executive Office
Toll Free: ###-###-####
Direct Line: ###-###-####
For TTY: We accept 711 or other Relay Service
cc: BBBInitial Complaint
Date:02/19/2025
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.
My rights are not being respected! I tried countless times to have this account that is NOT mine removed from my credit report. Macy's has not removed this account and this is not right! This account is dragging my credit scores down and is destroying my life. I believe this account may have been verified inaccurately or without sufficient proof. As per my rights under the FCRA, I am requesting: 1. The name, title, and contact information of the person who verified the account. 2. The specific method used to verify the account. 3. Documentation supporting the verification decision. 4) Was I in-person at any point during the application and approval process? If your investigation cannot produce sufficient proof to substantiate this account, I request that it be removed from my credit report immediately. Please consider this a formal request under Section 611 of the FCRA. I kindly ask for your response within the 30-day time frame as required by law. Failure to provide the requested proof or remove the inaccurate information will leave me no choice but to pursue legal action to ensure my rights are upheld. Attached to this letter are copies of my identification and supporting documents to facilitate your investigation. Thank you for your prompt attention to this matter. I look forward to your timely response. Sincerely, ***** **** Macys/DSNB Account Number **** Sept 15, 2023 Amount $517 ***** **** Last 4 of Social Security #: **** DOB- ********** Address: **** ***** **** ** * ***** ** ***** Please remove this account immediately from my ******* and ********** Credit Agency Reports immediately!!!!!!!!!!!Business Response
Date: 03/03/2025
February 28, 2025
***** ****
**** ***** ******
*** *
****** ** *****
Re: Better Business Bureau # ********
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 reviewed your account and found our Fraud Department has reviewed the account and the fraud claim has been denied. Its investigation confirmed the information used to open the account verifies to you through public records and that purchases, and valid payments were made to the account prior to the delinquencies which caused the account to charge off. A copy of the decision letter dated February 26, 2025, is enclosed.
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.
Our review of your account found the following information is accurately reporting for your account to *******. The account is not showing on your ******** and ********** reports; therefore, we sent a request asking that they update their reporting with the information below:
Open date: September 15, 2023
Last purchase date: May 21, 2024
Last payment date: December 24, 2023
Charge off date: December 18, 2024
Balance: $517.18
**** complies with the rules regarding credit reporting. Our review of your account found that for the statement with the closing date of May 17, 2024, your account had a balance of $99.00 with a minimum payment of $30.00 due by June 13, 2024. No payment was received for this balance. In accordance with the terms of the **** Credit Card Agreement (Agreement), for 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 $517.18 and charged off on December 18, 2024. Consequently, the account is reporting accurately as “unpaid, charged off.” If you have documentation of a payment made 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.
**** reports to the credit reporting agencies monthly, which includes 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. After researching the delinquencies on your account, we found the
information to be correct. Our records indicate we did not receive payments to satisfy the required minimum
payments for the above-mentioned payment due dates. The account will continue to appear as a charged-off
account for up to seven (7) years from the date of the first delinquency that led to the account charging off. At that
time, it is the credit reporting agencies that are responsible for removing the account.
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.
Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of further assistance, please do not hesitate to contact me at the telephone number below.
Sincerely,
Jodie H******
Macy’s Inc.
Executive Office Administrator
Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service
Enclosure
cc: Better Business BureauInitial Complaint
Date:02/18/2025
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 opened a Macys ******** ******* credit card when purchasing 2 suits, for future purchases and for rewards that Macys offers card holders. I have paid my Macys bill in full and on time. I was on time when returning items I did not need, fit or want. In February or March 2023, I received a late notice for items that I had returned. I immediately called Macy's and proceeded to speak to 5 representatives, including a manager regarding this. The phone call was over 3 1/2 hours which is an inappropriate and incredible waste of time for me and the Macy's employees; Speaks volumes how of inefficient, unprofessional and unkind the employees are to their customers. They stated Macys never received the items but my account states all items were returned. At the end of the conversation, the manager stated that this conversation has gone on too long and that they WILL put my balance at $0. The next month I received another late notice. I called again, spoke with another representative stating that this was reportedly taken care of during my 3 1/2 hr long conversation prior. I stated that I will not waste any more time with this and it needs to be fixed as said before by management. Collection agencies started calling and again, I explained the issue and how Macys assured me this will be taken care of. Month after month I am wasting my time and others because of this error from Macys. My credit score WAS high (in the 750 range) and now is being compromised because of this. MOST IMPORTANTLY - I am being denied leasing applications for housing because of this (incredibly time sensitive and costing me more time/money). Macys needs to compensate me with the following: correcting my credit score along with the credit report apartment complexes would review. I have complained to countless employees who handle the billing/accounts receivables and their "resolve" was that itll be taken care of but almost 2 years later it still HAS NOT. This needs to be addressed and fixed immediately.Business Response
Date: 02/28/2025
February 28, 2025
**** *****
**** * ***** *****
******** ** *****RE: Better Business Bureau Complaint #********
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. (****).
We were sorry to read that you were not satisfied with the service you received when contacting our Customer Service Department. 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. Upon receipt of your complaint, we reviewed the above-referenced account and found we have no record of our customer service representatives promising to waive your balance. Please accept our apology for any frustration or confusion you may have experienced while attempting to resolve the matters outlined in your complaint. Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve.
Review of our records found order #********** was placed on March 9, 2023. The four (4) items purchased were shipped in two (2) shipments. Shipment 1 included three (3) items and was shipped on March 9, 2023. The purchase total for this shipment was $143.45. $10.00 in Star Money was redeemed towards this purchase, resulting in a charge of $133.45 to your Macy’s account on that date. Shipment 2 included one (1) item and was shipped on March 10, 2023, resulting in a charge of $53.61 to your account on that date. A copy of both shipment receipts is enclosed for your reference.
On April 8, 2023, an online return was initiated for order #********** resulting in the creation of a return label and UPS tracking number 1ZA6A5859*********. UPS never received a package with the return label and has since recycled the tracking number for additional use.Our records show that two (2) of the items from order #********** were returned to the Macy’s ********* ***** **** location, on April 8, 2023, along with seven (7) additional items from another order. $79.50 was refunded for UPC *********** from shipment 1, and $49.99 was refunded for UPC ************ from shipment 2. The refund total for all nine (9) items returned was $521.50. $89.55 was refunded to a Star Money card, and $431.95 was credited back to your Macy’s account. A copy of the return receipt is enclosed for your reference.
On November 16, 2023, a billing dispute was created for shipment 1 referenced above. On November 20, 2023, our Billing Disputes Department investigated the complaint and determined that only one (1) item from shipment 1, UPC ***********, had been returned and was already refunded to the account. Following receipt of additional email disputes on March 19, 2024, and May 16, 2024, our Billing Disputes Department reviewed the dispute two additional times, with the determination remining the same. Please be advised that correspondence was not sent for the determinations due to the “do not contact” request on your account at the time. Additionally, on March 18, 2024, we were informed by ****** ******, an outside collection agency, of your request to cease and desist communications with you concerning the account and your request was entered on that date.
By 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.
Review of your billing statement with the closing date of April 27, 2023, shows you began with a prior balance of $795.48. As discussed above, the return refund in the amount of $431.95 was credited on April 8, 2023. A new purchase in the amount of $121.74 was charged on April 12, 2023. No payment was received for the April 24, 2023, payment due date, resulting in a late fee in the amount of $41.00 assessed on April 24, 2023, and an interest charge in the amount of $15.02 assessed on April 27, 2023. This activity resulted in a new balance of $541.29, with a minimum payment of $129.46 due by May 24, 2023.
Review of your billing statement with the closing date of May 28, 2023, shows you began with a prior balance of $541.29. Two late fees in the amount of $30.00 and $41.00 and an interest charge in the amount of $15.02 were reversed as a courtesy on April 28, 2023. A payment in the amount of $129.46 was received on April 30, 2023. Two return credits in the amount of $91.89 and $29.85 were credited on May 22, 2023, and an interest charge in the amount of $8.38 was assessed on May 28, 2023. This activity resulted in a new balance of $212.45, with a minimum payment of $30.00 due by June 24, 2023. No payment was received for this balance and, in accordance with the terms of the Agreement, 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 $493.58 and charged off on December 29, 2023. A copy of your billing statements with the closing dates of March 28, 2023, through December 28, 2023, are enclosed for your reference.
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 delinquencies on your account, we found the information to be correct. Our records indicate we did not receive payments to satisfy the required minimum payments for the above-mentioned payment due dates. We are unable to honor your requests for a billing adjustment and credit report correction. If you have documentation of a payment or return made during this time which was not applied, please forward a copy to my attention at the address above. Upon receipt, additional research will be completed.
The 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, it is the credit reporting agencies who are responsible for removing the information under the Fair Credit Reporting Act (FCRA). Because you disagree with the information reported, on February 28, 2024, 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.
Please note that credit scores are managed by the credit reporting agencies and we have no control over your credit score or how the closure of your Macy's account may impact your score. If you have additional questions concerning your credit score, please contact the following credit reporting agencies directly:
******* ******** **********
**** *** ****** **** *** **** **** *** ****
******** ** ********** ****** ** ***** ******** ** *****
###-###-#### ###-###-#### ###-###-####Thank you for bringing this matter to our attention and giving me the opportunity to respond. If we can be of further assistance on another matter, please do not hesitate to contact us at the telephone number listed below.
Sincerely,Chamere P****
Macy’s Executive Office
Tollfree: ###-###-####
Direct Line: ###-###-####
For TTY: We accept 711 or other Relay Service
Enclosures
Cc: Better Business Bureau
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