Business Profile

Department Stores

Macy's

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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

5,227 total complaints in the last 3 years.
1,467 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:09/05/2025
Type:Service or Repair Issues
Status:
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 kept having to call Macys regarding my accout, was told that I had to wait for a letter to validate me I didnt understand so I closed **** given a new account **** no one would give me information on the new account, was told that I need the letter that will come in the mail to verify me. No one could not give any answers not even corporate. No letter, no statement. Now I get a call every day from Macys about payment. I would like a statement from both account from December 2024 to current. All the late charges removed. I would like to know what going on.
Business Response
Date: 09/16/2025
Attached is our response regarding BBB complaint ******** referenced above (text of letter below).

September 16, 2025

****** A. *****
**** *** *****
Tampa, ** *****

RE: Better Business Bureau Complaint # ********
Macy’s American Express Account ending in ****

Dear ****** A. *****:

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, Customer Care Administrator, I was asked to review and respond
to your concerns on behalf of Citibank, N.A. (CBNA).

Please accept our sincere apology for any frustration or inconvenience you experienced while attempting
to resolve the matters outlined in your concern. While we do not like to hear that we fell short of your
expectations, your comments are important to us, as they provide an opportunity to review our processes
and take appropriate action.

Macy’s takes the security of our customers’ accounts and personal information very seriously. We
understand the trust our customers place in us, and we have extensive procedures, technologies, and
safeguards in place to reduce the risk of identity theft and fraudulent purchases. These measures are
designed to protect both our customers and Macy’s.

Because we want your experience using your Macy’s American Express card to be as seamless as possible,
we researched whether your account could be coded to reduce the frequency of referrals to Credit Services.
Unfortunately, our research confirmed this is not possible. We regret the inconvenience and delay you
experienced when your previous transactions were referred for verification. Please note that if unusual or
suspicious activity is detected, we may suspend your account, and any purchase may be referred to Credit
Services at any time for authorization or identity verification.

At this time, a temporary block has been placed on your Macy’s American Express account pending the
successful completion of additional identity verification. During routine monitoring, suspicious activity was
identified. This activity must be verified before the prohibited status can be updated. A verification letter
was mailed to you on September 9, 2025. Once received, please call the phone number provided in the
letter for further assistance.

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, Customer Care Administrator
Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service

cc: Better Business Bureau
Initial Complaint
Date:09/05/2025
Type:Billing Issues
Status:
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 contacted Macy's through their online chat requesting a price adjustment on one of their items I purchased. I was very clear throughout the chat that I sought a refund to my credit card and not a gift card. However, they ignored my request, and issued a gift card. Even worse, it is a physical gift card I am being told I have to wait weeks to receive in the mail. Compounding the problem, the online agent told me to telephone to get it fixed, then ended the chat without any effort to fix the problem she created herself. When I telephoned, wasting even more time, I was told it cannot be fixed until I wait to receive the gift card in the mail.

My issue is about $38 which I realize is not significant and I am fortunate that I am not dependent upon the return of the funds. However, my explicit requests were entirely ignored, holding up my funds. It appears the agent may be following a scripted process where it is a default and customary practice to issue gift card rather than credit card refunds, and the practice is nefarious. My actual request was ignored and it is a widely known fact that gift cards inure to the benefit of the business and not the consumer - the business effectively holds the consumer's funds when issuing gift cards, and the cards are frequently never utilized, and where they are, they induce customers to visit the store again to the business's profit.

I have saved and attached screencaps of the conversation.
Customer Answer
Date: 09/08/2025
Thank you for your attention to my complaint. Macy’s has responded to me directly and promptly and is copied on this message. I have received the refund to my credit card, rather than a gift card, as I requested. Accordingly, although I was initially very frustrated and feeling unheard, Macy’s made right on the transaction and I will continue to be a customer. It is my hope that consumers will continue to be treated with respect in this manner without the need for contacting the BBB, particularly as regards the practice of refunds or credits and the manner of payment.

Thank you again both to you and to Macy’s!

******** ******
Initial Complaint
Date:09/05/2025
Type:Billing Issues
Status:
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 bring to your attention a fraudulent account that has been opened in my name with THD/CBNA,CITICARDS CBNA and MACYS/CBNA. 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: THD/CBNA
Opened Date: 12-31-2020
Account Number: ****************
High Credit: $3,737.00

Creditor Name: CITICARDS CBNA
Opened Date: 12-29-2020
Account Number: ****************
High Credit: $9,860.00

Creditor Name: MACYS/CBNA
Opened Date: 09-09-2017
Account Number: ****************
High Credit: $234.00

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 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.
Business Response
Date: 08/29/2025
Please accept this notice that we are investigating the customer’s concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Business Response
Date: 09/19/2025
Attached is our response to BBB ******** filed by ****** ******** (text of letter below).
September 19, 2025

****** ********
***** ******* *****
******* ****** ** *****

RE: Better Business 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, Customer Care Administrator, I was asked to review and
respond to your concerns on behalf of Citibank, N. A. (CBNA). We are unable to address your concerns
with the other creditors mentioned.

Upon receipt of your complaint, we reviewed the above referenced account and found that the credit
reporting agencies contacted our offices electronically via an Automated Consumer Dispute Verification
on September 4, 2025, September 11, 2025, and September 16, 2025, transmitting disputes concerning our
reporting of the account. When an account is disputed with the credit reporting agencies, a notice is sent to
us to verify the information that we are reporting. A response was returned to the credit reporting agencies
each time confirming the accuracy of the reporting status.

Our review of your account found the following information is accurately reporting for your account to
******** and **********. The account is not reporting to *******; therefore, we sent a request asking that
they update their records with the information below:

Open date: September 9, 2017
Last purchase date: October 16, 2022
Last payment date: December 27, 2022
Account closure date: December 6, 2022
Balance: $0.00

As mentioned above, our review of the account found it was opened on September 9, 2017, as a result of
an application being submitted with your information, which was approved. Due to your claim of identity
theft, we requested that our Fraud Department review the account. As indicated in the letter dated
September 17, 2025 (copy enclosed), the claim was denied. Their investigation determined that the
information used to open the account is verified to be associated with you. Additionally, valid payments
have been made on the account. If you have additional documentation to support your claim of identity
theft, please forward the documentation to my attention at the above address.

CBNA does not report an account as 30-days delinquent until two (2) consecutive minimum payments are
missed. Our review of your Macy’s account confirmed that it was reported 30 days delinquent for December
2022. Our research found that we did not receive payments for the November 2022 and December 2022
payment due dates. If you have documentation of a valid payment made for these payment due dates that
were 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 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. 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.
As the account has been found to be valid, we are unable to comply with your request to delete the account
reporting.

Because you disagree with the information we reported, on September 12, 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,

Lisa B****
Macy’s Executive Office, Customer Care Administrator
Dept toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Services

Enclosure

cc: The Better Business Bureau
Initial Complaint
Date:09/03/2025
Type:Billing Issues
Status:
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.
On August 11 2025, I made a payment of $75. On the 14th, the payment was returned. On the 20th, someone tried ordering several items using my card. I called Macy’s and told them about it. So they canceled my card out and sent me a new one. Then someone made a payment for $943 using my checking account which wasn’t me. They wipe out my account. That made my payment return because I didn’t have any money to pay it along with other bills. When I tried to activate my new card, it wouldn’t. So I called them again. They told me that they closed my account out. I was very upset because it wasn’t my fault. I’ve been with them for numerous years. They wouldn’t comprise with me to reverse it. I don’t want them to put my account in the credit bureau.
How can you keep them from placing my name and the account out on my credit report?
Business Response
Date: 09/18/2025
Please see the attached response letter (text below) that has been mailed to the customer address on file. Thank you.

September 17, 2025

******* *******
***** ******** *** *****
************* ** **********

Re: Better Business Bureau Complaint # ********
Macy’s account ending in ****

Dear ******* *******:

We are in receipt of the complaint you filed with the Better Business Bureau (BBB), which was forwarded
to Macy’s Executive Office. As an Executive Office, Customer Care Administrator, I was asked to review
and respond to your concerns on behalf of Citibank, N. A. (CBNA). Please accept our apologies for any
frustration and inconvenience you may have experienced in resolving the concerns outlined in your
complaint.

Upon receipt of your complaint, our Fraud Department reviewed your account for the attempted fraudulent
orders and the unauthorized payment of $943.53. The investigation determined that none of the attempted
orders were posted to the account. The claim has been approved, and a letter from our Fraud Department
was sent. You should receive the letter within seven (7) to ten (10) days. The unauthorized payment made
on August 14, 2024, in the amount of $943.53 was returned as non-sufficient funds and your Macy’s
account has been noted of the payment as being unauthorized.

The account was initially closed on August 26, 2025, due to two (2) or more returned payments within six
(6) months. As we determined the second returned payment dated August 14, 2025, was unauthorized by
you, we have reopened your account with charging privileges reinstated.

As you stated in your complaint, a $75.00 payment you made dated August 11, 2025, was returned by your
bank due to non-sufficient funds. Due to this returned payment, your account became 30-days delinquent
in August 2025. This delinquency is not reporting to the credit agencies. CBNA does not report an account
delinquent until the required minimum payment due is missed for two (2) consecutive payment due dates.

As a courtesy we have waived the late fee of $30.00 and interest in the amount of $30.58. As of the date of
this letter, your account balance is $969.13.

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,

Susan P******
Macy’s Executive Office, Customer Care Administrator
Dept. Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service

cc: Better Business Bureau
Initial Complaint
Date:09/03/2025
Type:Billing Issues
Status:
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 received a billing statement from Macy's and ******** ** on August 21st 2025 in the amount of $119.80. I reached out to customer service back in July 2025 regarding repeated and higher interest rate charges on my applied to my bill in the amount of $40.00 for a zero balance on my account. Despite the fact that I have not made any purchases on my Macy's account since December 2024 and my total balance for those purchases have been paid in full they continue to keep adding interest rate charges to my account. The $34.95 balance was supposed to be adjusted to zero after waiving the $41 late fee. I also requested an adjusted billing statement which refuse to provide me with an explanation of the resolved charges. ******** decreased my credit line by $400 in January 2025 for no reason. They are attempting to keep me in debt purposely by applying balance this is illegal.
Business Response
Date: 09/15/2025
Please see the attached response letter and enclosure that have been mailed to the customer address on file (text of letter below).

September 15, 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, Customer Care Administrator, I was asked to review
and respond to your concerns on behalf of ********, N. A. (****).

Our records show we previously responded to Better Business Bureau complaint #********. We
previously addressed the credit limit decrease expressed in your current complaint. As no new information
was received our position has not changed. Enclosed you will find a copy of the prior response for your
review.

Our review of your account found for the statement with the closing date of June 21, 2025, your account
had a balance of $92.38 with a minimum payment of $89.75 due by July 17, 2025. No payment was received
and in accordance with the Agreement, your account was assessed a late fee of $41.00 and an interest charge
of $2.00.

For the statement with the closing date of July 21, 2025, your account had a balance of $76.67 with a
minimum payment of $76.67 due by August 17, 2025. No payment was received. and in accordance with
the Agreement, your account was assessed a late fee of $41.00 and an interest charge of $2.00. A late fee
was credited in the amount of $41.00 as a courtesy. Interest in the amount of $17.71 was also credited as a
courtesy.

Our records indicate on June 21, 2025, when you spoke to a representative, they did advise you that after
these credits were provided a remaining balance of $33.61 was due. The agent also advised that we were
unable to send you an updated billing statement until the next statement closing date of July 21, 2025.
Please know that Macy’s does not participate in deceptive business practices.

For the statement with the closing date of August 21, 2025, your account had a balance of $119.80 with a
minimum payment of $119.80 due by September 17, 2025. Although correctly charged, we removed
$123.00 in late fees as a courtesy.

As of the date of this letter the account balance is -$3.20. You can use this credit to shop at any Macy’s
store or online or you can request the credit be sent to you by calling Customer Service at ###-###-####.

During our investigation, we noticed the e-mail address provided in your correspondence does not match
our records. If you would like to update your e-mail address, please contact us at the number listed on the
back of your card to make this request.

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, Customer Care Administrator
Tollfree: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service

Enclosure

cc: Better Business Bureau

Customer Answer
Date: 09/17/2025
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:09/02/2025
Type:Billing Issues
Status:
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 was at Macys store today 8/31/2025 and had 30.00 in star money. I purchased another purchase and now I do not see the 30.00 credit. I called customer service and they said it was used but wasn't. I want my 30.00 credit.

I had to call 2nd time but the agent hung up on me. All i want is my 30.00 credit given to me.

1st receipt shows my credit earned
2nd shows i used my credit but my 30.90 not showing so need this adjustment

Agents do not understand
And didn't appreciate being hung up on.

Please adjust my card and return my 30.00 credit
Business Response
Date: 09/15/2025
Attached is our response to the above mentioned complaint # ******** (text of response letter below).

September 15, 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, which was forwarded to Macy’s
Executive Office. As an Executive Office, Customer Care Administrator, I was asked to review and respond to
your concerns on behalf of ********, N.A. (****).

We reviewed your account and found we previously responded to a complaint addressed to Tony S*****,
Chairman and CEO, Macy’s Inc, regarding this matter. Upon receipt of your most recent complaint, we conducted
a thorough review of the account and our prior correspondence. Based on this review, our position remains
unchanged. As all concerns were previously investigated and no additional information has been provided, we
believe your concerns were appropriately addressed regarding your Macy’s Star Money redemption. For your
reference, a copy of our prior response letter and purchase receipt is enclosed.

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, Customer Care Administrator
Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service

cc: Better Business Bureau

enclosure

Customer Answer
Date: 09/18/2025
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:09/02/2025
Type:Billing Issues
Status:
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.
Complaint Against: ********, N.A. (Issuer of Macy’s ******** ******** Card)

Summary:
I am filing a complaint against ********, N.A., the issuer of the Macy’s ******** ******* card, for predatory lending practices, obstructive customer service, and failure to respond to hardship requests.

Timeline:
• On August 11, 2025, I mailed a hardship request asking for temporary APR relief due to reduced income.
• On August 25, 2025, I mailed a Second Notice to two ***** ****** ** PO Boxes ***** and ****).
• ******** has ignored both letters.

Predatory APR:
My July 2025 statement shows a balance of $7,115.02 at 33.49% APR (variable). Citi’s own disclosure admits repayment at minimum payments would take 21 years and $23,589 total. This is unsustainable and predatory.

Obstructive Practices:
******** deliberately maintains multiple PO Boxes, creating confusion about where to send hardship requests. This tactic enables them to later claim they “never received” correspondence, which is abusive and deceptive.

Pattern of Abuse:
• National news (*** ***, July 2024) reported Macy’s **** APR hikes to 34.49%.
• Other consumers online and through **** complaints describe this card as “predatory” and “unwilling to budge.”
• Many report the same issue: ignored hardship requests and exploitative rates.

Resolution Requested:

Written acknowledgment of my mailed hardship requests.

Enrollment in a hardship program with 0% APR for 24 months (or at minimum, a fair single-digit rate).

Credit for my missed payment and waiver of excessive interest charges.

Clear, transparent address for consumer correspondence to prevent further obstruction.

Conclusion:
******** is abusing consumers under the Macy’s ******** ******* brand. Their silence, obstruction, and 33–34% APR rates are predatory and unacceptable. I request BBB intervention to hold them accountable.
Business Response
Date: 09/10/2025
Please see the attached response letter (text below) that has been mailed to the customer address on file. Thank you.

September 10, 2025

******** *****
** ***** ****** *** *
*********** ** *****

RE: Macy’s account ending in ****
Better Business Bureau ID # ********

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 Customer Care Administrator, I was asked to review
and respond to your concerns on behalf of ********, N. A. (****).

I would like to assure you that we comply with the federal Equal Credit Opportunity Act and do not
engage in predatory lending or unfair, deceptive, or abusive acts or practices. We do not discriminate
against credit applicants or 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, and I am sorry if you felt otherwise.

Correspondence was received from you on August 14, 2025, and August 28, 2025. In both instances, we
found your correspondence was misrouted to the incorrect department for handling and no response was
sent. We regret that this occurred.

As you may be aware, our variable rate is tied to the Prime Rate as published in The Wall Street Journal,
plus a margin. Our rate could change monthly based on changes in the Prime Rate. An increase or
decrease in the Prime Rate will result in an increase or decrease in the Annual Percentage Rate (APR) we
will charge for the next billing cycle. For each billing cycle we use the Prime Rate published in The Wall
Street Journal two business days before the statement closing date. If the Prime Rate causes an APR to
change, we put the new APR into effect as of the first billing cycle for which we calculate the APR. We
apply the new APR to any existing balances, subject to any promotional rate that may apply. If The Wall
Street Journal does not publish the Prime Rate, we will use a similar published rate. Our interest rate
represents the cost of extending credit. Thus, for those customers who pay their account balance in full
every month by their closing date, they are not assessed interest on their purchase. For those who do not,
we offer a 33.49% variable APR. This is the lowest APR currently being offered on Macy’s American
Express accounts like yours.

**** strives to assist our customers by offering hardship plans which in certain situations could lower
your interest rate and set up reduced monthly payments when an account is closed to further purchases. If
you wish to review the options which may be available, please contact our Client Focus Team, which is a
specialized team of agents who can assist customers experiencing financial hardship. You can reach them
by calling ###-###-####. They are available Monday through Thursday from 8:00AM to 10:00PM, on
Friday and Saturday from 8:00AM to 5:00PM and Sunday from 10:00AM to 7:00PM ET. You may also
reach them by sending a letter to **** *** **** ***** ****** ** **********.

As of the date of this letter, your account has a balance of $7,131.45 with a minimum payment of $270.21
due by September 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,

Megan A******
Macy’s Executive Office, Customer Care Administrator
Dept toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service

CC: Better Business Bureau

Customer Answer
Date: 09/10/2025

Subject: Rebuttal to Macy’s Executive Office Response
Dear BBB Representative,
I am submitting this rebuttal regarding Macy’s Executive Office’s September 10, 2025 response to my complaint. Their letter raises several serious concerns that must be placed on the record:
Admission of Receipt and “Misrouting.”
Macy’s Executive Office admits that my letters of August 14 and August 28, 2025 were received but “misrouted” to the wrong department, resulting in no response. This is not a minor clerical issue — it is a systemic failure to properly process consumer hardship requests. ******** has regulatory obligations under the Truth in Lending Act (15 U.S.C. §1601 et seq.), Regulation Z (12 C.F.R. §1026), and the Credit CARD Act of 2009 to acknowledge and address consumer communications. “Misrouting” is not a valid defense for failing to respond.
Contradiction in APR Explanation.
The company claims that the APR is tied to the Wall Street Journal Prime Rate “plus a margin,” yet also states that 33.49% is the lowest APR they currently offer on accounts like mine. This contradicts their Prime Rate justification and makes clear that their rates are effectively fixed at a predatory level, not truly variable as they suggest.
Failure to Provide Hardship Relief.
The company admits that hardship programs exist, but my letters were ignored, and no relief was offered until after a BBB complaint forced a response. This demonstrates bad faith. A legitimate hardship review would have occurred upon receipt of my initial request. Instead, ******** forced me into a “phone-only” process with yet another mailing address — **** *** ***** ***** ****** ** — further scattering correspondence to make resolution more difficult.
Address Confusion as a Pattern of Obstruction.
To date, I have been instructed to send hardship correspondence to three different ***** ***** ** ***** ****** ***** ****). This deliberate fragmentation obstructs consumers and allows ******** to later claim that letters were sent to the “wrong address.” This practice is deceptive and abusive.
Predatory Terms.
My July statement reflected a balance of $7,115.02 with a 33.49% APR, $183.64 interest charges in a single cycle, and $1,324.14 in year-to-date interest. ********’s own disclosure warns that repayment at minimums would take 21 years and $23,589 total. These terms are unconscionable during financial hardship.

Conclusion & Request
The company’s response fails to address my core complaint: that ******** imposed a predatory APR, ignored my hardship requests, and intentionally obstructed communication with multiple addresses. Their admission that my letters were received but “misrouted” confirms that my correspondence was not only delivered but improperly handled, causing further harm.
I request that the BBB keep this rebuttal on file, maintain this complaint as unresolved, and continue to reflect ********’s conduct accurately in its records. I further request that regulators and other consumers reviewing this case be made aware of these systemic issues.
Thank you for your continued attention to this matter.
Business Response
Date: 09/11/2025
Good afternoon, Please revisit the attached response letter (text below) advising the correct department to reach out to about our hardship programs. Thank you.
September 10, 2025
******** *****
** ***** ****** *** *
*********** ** *****
RE: Macy’s account ending in ****
Better Business Bureau ID # ********
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 Customer Care Administrator, I was asked to review
and respond to your concerns on behalf of ********, N. A. (****).
I would like to assure you that we comply with the federal Equal Credit Opportunity Act and do not
engage in predatory lending or unfair, deceptive, or abusive acts or practices. We do not discriminate
against credit applicants or 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, and I am sorry if you felt otherwise.
Correspondence was received from you on August 14, 2025, and August 28, 2025. In both instances, we
found your correspondence was misrouted to the incorrect department for handling and no response was
sent. We regret that this occurred.
As you may be aware, our variable rate is tied to the Prime Rate as published in The Wall Street Journal,
plus a margin. Our rate could change monthly based on changes in the Prime Rate. An increase or
decrease in the Prime Rate will result in an increase or decrease in the Annual Percentage Rate (APR) we
will charge for the next billing cycle. For each billing cycle we use the Prime Rate published in The Wall
Street Journal two business days before the statement closing date. If the Prime Rate causes an APR to
change, we put the new APR into effect as of the first billing cycle for which we calculate the APR. We
apply the new APR to any existing balances, subject to any promotional rate that may apply. If The Wall
Street Journal does not publish the Prime Rate, we will use a similar published rate. Our interest rate
represents the cost of extending credit. Thus, for those customers who pay their account balance in full
every month by their closing date, they are not assessed interest on their purchase. For those who do not,
we offer a 33.49% variable APR. This is the lowest APR currently being offered on Macy’s American
Express accounts like yours.
**** strives to assist our customers by offering hardship plans which in certain situations could lower
your interest rate and set up reduced monthly payments when an account is closed to further purchases. If
you wish to review the options which may be available, please contact our Client Focus Team, which is a
specialized team of agents who can assist customers experiencing financial hardship. You can reach them
by calling ###-###-####. They are available Monday through Thursday from 8:00AM to 10:00PM, on
Friday and Saturday from 8:00AM to 5:00PM and Sunday from 10:00AM to 7:00PM ET. You may also
reach them by sending a letter to **** *** **** ***** ****** ** **********.
As of the date of this letter, your account has a balance of $7,131.45 with a minimum payment of $270.21
due by September 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,

Megan A******
Macy’s Executive Office, Customer Care Administrator
Dept toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service
CC: Better Business Bureau
Initial Complaint
Date:09/01/2025
Type:Billing Issues
Status:
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.
:44 8/25/25 I scheduled my payment for the balance of the account $314.56 to be done on 8/30/25 with confirmation # ***************.
8/25/25 received email confirmation of the same .
8/29/25 received another email confirmation that on 8/30/25 my payment in the amount of $314.56 was scheduled for 8/30/25.
9/01/25 I received an email(8:25 am) informing me that the payment amount was changed to $282.43 and it kept the same confirmation as before, as well as another email at 9:44am repeating that.

I did not change this nor did I give permission for it to be changed and further more I believe this to be bank fraud as well as credit card fraud.

I called the credit card and requested someone in the US and talked to Cristen or Kristen who then finally got a credit card supervisor Laura on the line. I also checked my bank account and there are no pending charges as their usually are and my credit card was due 9/01/25.

Again nothing short of someone being fired if not prosecuted for this as I am sure that this is fraud. I have seen employees let go for much less a crime as changing someone's account amount and information
Business Response
Date: 09/09/2025
Attached please find our response to BBB complaint ******** referenced above (text of letter below).

September 8, 2025

****** L *****
**** ******** *****
Louisville, ** *****

Re: Better Business Bureau complaint # ********
Macy’s account ending in ****

Dear ****** L. *****:

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, Customer Care Administrator, I was asked to review and respond to
your concerns on behalf of Citibank, N.A. (CBNA).

Review of your account shows that on the statement with the closing date of August 5, 2025, your account balance
was $314.56 with a minimum payment of $29.00 due by September 1, 2025. On August 25, 2025, you scheduled
a one-time online payment in the amount of $314.56 to post on August 30, 2025, under confirmation number
***************.

At the time of the payment posting on August 30, 2025, your account balance was $282.43. Because online
scheduled payments cannot exceed the account balance at the time of posting, Macy’s accepted the payment for
the lesser amount of $282.43.

If you have documentation showing that the full $314.56 was deducted from your bank account, please forward a
copy to the address listed above. Once received, we will gladly review the documentation and further research
your account.

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, Customer Care Administrator
Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service

cc: Better Business Bureau

enclosures

Customer Answer
Date: 09/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Negligence on the credit card and all of the customer service and credit supervisor who I spoke with and was promised a call back within 72 hrs but never received . As of today 9/9/25 only through the BBB have I received any type of response.
I have not check my credit score this past week but will do so in the next day or 2 and respond back if it is effected in any way

Regards,

****** *****

Business Response
Date: 09/17/2025
Attached is our response to the BBB complaint ******** referenced above (text of letter below).

September 17, 2025

****** L *****
**** ******** *****
Louisville, ** *****

Re: Better Business Bureau complaint # ********
Macy’s account ending in ****

Dear ****** L. *****:

We are in receipt of your additional comments filed with the Better Business Bureau, which were forwarded to
Macy’s Executive Office. As an Executive Office, Customer Care Administrator, I was asked to review and
respond to your concerns on behalf of Citibank, N.A. (CBNA).

We sincerely apologize that you did not receive the return call you were expecting. We understand how important
it is for our customers to feel heard and supported, and we regret that we did not meet this expectation. We also
regret that you were not satisfied with our previous response. Although we do not like to hear that we did not meet
your expectations, your comments are important to us, as they provide us with an opportunity to follow up with
the appropriate action.

We reviewed your account and found we previously responded to Better Business Bureau complaint # ********
on September 9, 2025, regarding this matter. Upon receipt of your most recent complaint, we conducted a thorough
review of the account and our prior correspondence. Based on this review, our position remains unchanged. As
all concerns were previously investigated and no additional information has been provided, we believe your
concerns were appropriately addressed regarding your Macy’s scheduled payment. For your reference, a copy of
our prior response letter is enclosed.

If you have documentation showing the full amount of $314.56 debited from your bank account, please forward
a copy of the documentation to us to the address listed above. We will be glad to review the documentation and
further research your account.

The statement with the closing date of September 4, 2025, shows an account balance of $124.62 with a minimum
payment of $29.00 due October 1, 2025. We have verified this information is the correct information reported to
the credit reporting agencies. For your reference, a copy of the statement is enclosed. We also confirmed that no
delinquencies were reported to the credit bureaus.

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, Customer Care Administrator
Toll free: ###-###-####
Direct line: ###-###-####
For TTY: We accept 711 or other Relay Service

cc: Better Business Bureau

enclosures
Initial Complaint
Date:08/29/2025
Type:Billing Issues
Status:
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.
There was fraudulent activity on my account. I was told a new card would be issued and there’d be no payment due the first month. This was a lie. When I called to dispute late charge I was told if I paid on the phone he would remove the late fee. I agreed and paid over the phone, something I never do. This was also a lie, as additional late fees were added. After finally reaching a manager, she reviewed and fixed my account. Everything with my account has been corrected except the erroneous late report to the credit bureaus. This error was entirely caused by Macys and I should not be penalized in any way. I have never missed a payment prior or after. This situation also resulted in my limit being dropped by 50%. Reaching anyone in customer service is almost impossible and if you do they just lie to get you off the phone. On top of that this company should be ashamed to outsource labor to foreign countries that provide such horrible service! I demand that my credit report is updated!
Initial Complaint
Date:08/28/2025
Type:Product Issues
Status:
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.
We ordered a couch from Macys in December, waited until March for it to be delivered. I came with an ink stain and a snag in the material on one of the couch pieces. We notified Macys 3 days after delivery. A technician came out and removed the ink but was unable to fix the snag and had to reorder the piece. After several months later we went into the store to inquire about the status, at which point we were informed the part was never ordered. The sales agent called customer service who told use they’d reordered the piece. Several weeks later we called to inquire again, only to be told again that the piece was not ordered. We purchased an extended warranty, however even the initial warranty is not being honored and instead a level of incompetence is being displayed.

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