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

5,273 total complaints in the last 3 years.
1,490 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:09/20/2022
Type:Product 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.
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,

****** ****
Thank you for the refund and straightening everything out.
Have a very nice day.
Deb
Business Response
Date: 09/21/2022
Dear *** *****,

We are in receipt of Better Business
Bureau Complaint ID ********. We have contacted *** **** and have resolved all
matters as expressed in the complaint. Based on this, we consider the matter
closed.
Thank you.
Initial Complaint
Date:09/19/2022
Type:Delivery 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.
Better Business Bureau:

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

I’m sorry ***** but this is not good enough. Why was I given a receipt stating that I am the owner of the merchandise? Why didn’t the credit card company adjust my limit to the total of the sale when they tapped into my credit? Now I have to do it again and alter my credit score once again for Macys mistake? I have proof of ownership on paper. I need better options than the one you gave me. I will also be seeking other alternatives to make this just. How is the consumer robbed after a legal agreement/contract was agreed upon? We gave our old couches away and have been patiently waiting for what is rightfully ours.

Regards,

Jose Cedillo
received emails again and nothing showed up. Macy's has messed with my credit score and nothing has been resolved. I have not received my couches and would like them delivered. I have the receipt and on that receipt it states: " Please retain this invoice as proof of purchase and for manufacturer's warranty information" The employees in the credit dept are rude and liars. The recordings should still be available. One employee lost her cool (I believe her name is Carmen) and started yelling and talking over me and was not willing to resolve anything with me. When can I get my couches delivered?
Business Response
Date: 10/06/2022
Please see attached response that has been mailed to the customer (text of letter below). Thank you.
October 5, 2022

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

RE: Better Business Bureau complaint ** ********
Macy’s American Express account ending in ****

Dear **** ********

We are in receipt of your complaint to the Better Business Bureau, which was forwarded to Macy’s
Executive Office. As a liaison in Macy's Executive Office, I was asked to review and respond to your
concerns on behalf of Citibank, N.A (CBNA).

Please accept my sincere apology for any inconvenience you may have experienced during your
numerous phone conversations with Customer Service. As customer service is crucial to the success of
our business, it is always a concern when one customer is not satisfied with the level of service we
provided. It appears that we fell short of our goal to provide you excellent customer service and we thank
you for bringing this matter to our attention. Please know that feedback has been provided to the
appropriate areas regarding your experience and actions taken on your account.

Upon receipt of your correspondence, we reviewed your Macy’s American Express account and partnered
with Macy’s Furniture and Bedding Executive Office regarding the furniture order of $4,319.34 made on
December 2, 2021. We confirmed that the above referenced account was never charged for this order.
Although a credit card authorization hold is obtained at the time merchandise is ordered, Macy’s does not
charge an account until the merchandise ships. Our records show, at the time of this purchase, your
account had a credit limit of $1,800.00 which would not cover the entire cost of this purchase. On
February 17, 2022, you requested a credit limit increase, and your credit limit was increased to $2,600.00;
however, this was not sufficient to cover the cost of this purchase. Please know, we did not pull your
credit report during the credit limit increase requested on this day. Although you have a receipt that
authorized us to bill you, we were unable to bill you because your account does not have the credit limit
available to cover the complete cost of this merchandise.

Unfortunately, we are unable to accommodate your request to deliver this merchandise. In order to
complete this purchase, you may contact the telephone number on the back of your Macy’s American
Express card to request a credit limit increase for an amount that covers the cost of this order. If approved,
Macy’s may submit the transaction for approval. You may also use another form of payment.

Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.

Sincerely,

James W
Macy's Executive Office
Toll free: **************
Direct line: ************

Cc: Better Business Bureau
Initial Complaint
Date:09/19/2022
Type:Product 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.
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,

******** ***
Business Response
Date: 09/26/2022

We are in receipt of BBB Complaint # ******** regarding Macy's Gift Cards purchased at Walgreen's. We have communicated with the referenced customer
and have resolved all matters as expressed in the complaint. Based on this, we
consider the matter closed satisfactorily. Thank you
Initial Complaint
Date:09/19/2022
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, ******** *****, consumer, and natural person, am aware of all rights that I have, and
which are protected by The Congress under the Fair Credit Reporting Act(FCRA). The
accounts listed below have violated my federally protected consumer rights to privacy
and confidentiality under 15 USC 1681. As a reporting agency that has assumed the role
of assembling and reporting information on consumers such as myself, the FCRA
requires that it is done so in a manner that is fair and equitable. The accounts listed
below, illegally obtained personal and private information and sold it to other reporting
agencies, including Experian, Equifax and Transunion. I did not grant the creditors to the
accounts listed below, permissible purpose to obtain the information and report it, nor
did the debtor. I have now been notified that that this information is being provided to
the highest bidders.
As the consumer and natural person, I am invoking specified remedy and make the
following demands:
• Cease and desist reporting of the account name filing to all consumer reporting
agencies.
• Remove reporting of the account name filings from all consumer reporting
agencies.
• Consumer reporting agencies and financial institution: delete account from
personal consumer report.
Account I am referring to:
1. Account Name: MACYS/CBNA --- Account Number: 6*********89****
Ignoring this Cease and Desist will be evidence that the infringements were willing,
deceptive, and in willful violation of the FCRA. This evidence will be used in arbitration if needed.
Business Response
Date: 10/03/2022
September 30, 2022

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

RE: Consumer Financial Protection Bureau Complaint * **************
Macy’s account ending in **** (closed)

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

We are in receipt of your complaint filed with the Consumer Financial Protection Bureau (CFPB), which
was forwarded to Macy’s Executive Office. As a liaison in this office, I was asked to review and respond
to your concerns on behalf of Citibank, N.A.

Upon receipt of your complaint, we reviewed your account and found we previously responded to CFPB
complaint number ************** regarding this matter. We reviewed your account as well as the
response previously sent regarding this matter and feel we clearly addressed your concerns. Our position
on this matter remains unchanged. A copy of our prior response is enclosed.

Per our previous response, when a CBNA account is opened, information is sent to the credit reporting
agencies. Additionally, notification regarding the information which may be reported for your account is
included in the Citibank, N.A. Credit Card Agreement, which states we may report information to the credit
bureaus, including late payments, missed payments, or other defaults on your account. You are unable to
opt out of sharing information with the credit bureaus. In addition, cardholders are reminded of our credit
bureau reporting as we include the following text in a boxed format at the end of our annual privacy notice
disclosure which is supplied to cardholders:

Important Information about Credit Reporting
We may report information about your account to credit bureaus. Late payments, missed payments, or
other defaults on your account may be reflect in your credit report.

Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me.

Sincerely,

Zachary J
Liaison, Credit Executive Office | Macy’s Inc
**************
**************

Enclosure

cc: Consumer Financial Protection Bureau
Initial Complaint
Date:09/19/2022
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.
Misleading False Reporting This account is negligently and inaccurately reporting failing to comply to 15 USC 1681.
MCS
Account Number: 1*************
Delete this unverified and misleading account.
Business Response
Date: 10/19/2022
October 18, 2022

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

RE: Better Business Bureau ID: #********

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

We are in receipt of your complaint that you filed with the Better Business Bureau which was forwarded to
Macy’s Executive Office. As a representative of Macy's Executive Office, I was asked to review and
respond. I had hoped to speak with you personally, but my attempts to reach you were
unsuccessful. However, I did leave a message for you on October 12, 2022.

Upon receipt of your complaint, we attempted to contact you via a telephone call at the number listed in
your complaint with a request for additional information, but we were unsuccessful in contacting you.
Using the information provided in your complaint, we were unable to locate a Macy’s credit card under the
account number ending in **** submitted with your complaint.

To assist you further it would be necessary for you to provide us with a copy of the credit report showing the
derogatory information sent from Macy’s to the credit agency (s). 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 us the opportunity to respond. If we may be
of further assistance on another matter, feel free to contact us.

Sincerely,

David M*****
Macy's Executive Office
###-###-####
###-###-####

cc: Better Business Bureau
Initial Complaint
Date:09/19/2022
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.
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.

Regards,

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

During the specified dates, I was having construction done on my house and was unable to receive mail. I called Macy's and explained this to them, and they waived all of the late fees that the letter iterates. I do not have the exact date of the phone call, but I am under the impression that it addressed/eliminated all of the fees mentioned in the letter. I have paid for all of the merchandise and object to paying anything to this predatory company.
Business Response
Date: 10/03/2022
October 3, 2022

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

RE: Macy’s Store Account ending in ****
Better Business Bureau complaint ID #********

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

We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to
Macy’s Executive Office. As a liaison in the Executive Office, I was asked to review and respond to your
concerns on behalf of ********, N.A. (****). We apologize for any inconvenience you may have
experienced regarding our reporting of the above referenced account to the credit reporting agencies.

Upon receipt of your correspondence, we reviewed your account and confirmed that the required minimum
monthly payments due were not received for the payment due dates of April 4, 2022, May 4, 2022, and
June 4, 2022. In accordance with the Credit Card Agreement, late fees and interest were charged to the
account during each month a payment was due, but not received. **** reports an account as 30 days
delinquent if the minimum payment due is not made for two consecutive payment due dates, and sixty (60
days delinquent if the minimum payment due is not made for three consecutive payment due dates.
Therefore, your account was reported sixty (60) days delinquent when the June payment was missed.

Our records show your account had a balance of $192.40 on the statement which closed on January 7, 2022.
A minimum payment of $29.00 was due by February 4, 2022. We did not receive the required payment
by February 4, 2022, resulting in a $29.00 late fee as shown on the statement which closed on February 4,
2022. The previous balance was $192.50, purchases totaling $109.42 were made to the account, and interest
of $5.12 posted bringing the account balance to $335.94, and a minimum payment of $67.12 was due by
March 4, 2022.

On the statement which closed on March 8, 2022, the previous account balance was $335.94. We did not
receive the required payment by March 4, 2022, resulting in a $40.00 late fee. We received your payment
$301.82 on March 6, 2022. Interest posted in the amount of $6.88 bringing the account balance to $81.00,
and a minimum payment of $47.88 was due by April 4, 2022.

On the statement which closed on April 7, 2022, the previous account balance was $81.00. We did not
receive the required minimum payment by April 4, 2022, resulting in a $40.00 late fee. Purchases totaling
$38.24 were made to the account. Credit for the $40.00 late fee from March was reversed, and interest
posted in the amount of $2.00, bringing the account balance to $121.24. A minimum payment of $85.00
was due by May 4, 2022.

On the statement which closed on May 8, 2022, the previous balance was $121.24. We did not receive
the required minimum payment by the payment due date of May 4, 2022, resulting in a $40.00 late fee.
Credit of $38.24 was applied to the account for items returned on April 19, 2022. Interest in the amount
of $2.11 posted to the account bringing the account balance to $125.11. A minimum payment of $125.11
was due by June 4, 2022.

On the statement which closed on June 7, 2022, the previous balance was 125.11. We did not receive the
required minimum payment by June 4, 2022, which resulted in a $40.00 late fee. Interest totaling $2.69
posted bringing the account balance to $167.80. A Minimum payment of $167.80 was due by July 4,
2022.

The statement which closed on July 8, 2022, shows the previous balance was $167.80. We did not
receive the required minimum payment by July 4, 2022, resulting in a late fee $40.00. Three late fees
were reversed as a courtesy and credit in the amount of $120.00 was applied to the account. Interest
charges totaling $6.80 were also reversed as a courtesy. Purchases totaling $88.00 were made to the
account. Interest totaling $2.17 was posted brining the account balance to $171.17. A minimum payment
of $85.17 was due by August 4, 2022.

The statement which closed on August 8, 2022, shows the previous balance was $171.17. We received
your payment of $177.31 on July 23, 2022. Purchases totaling $89.31 were made and interest totaling
$2.00 posted to the account bringing the account balance to $85.17. A minimum payment of $29.00 was
due by September 4, 2022.

The statement with the statement closing date of September 7, 2022, shows the previous balance was
$85.17. We did not receive the required minimum payment by September 4, 2022, resulting in a $29.00
late fee. Interest in the amount of $2.00 was posted to the account. The account balance is $116.17 as of
the date of this correspondence, and a minimum payment of $62.00 is due by October 4, 2022.

It is not ****** policy to remove any delinquency from your credit report, unless it occurred as a result
of a billing dispute or bank error. As a credit provider, we are obligated to report the account accurately
to the credit reporting agencies, whether it is favorable or unfavorable to the customer. After researching
the delinquency on your account, we found the information to be correct. Therefore, we are unable to
accommodate your request to remove the delinquency from your credit bureau report.

Although we are unable to accommodate your request to remove the delinquency from your credit report,
we instructed the credit reporting agencies to update their records and report the Macy’s account as
“customer disputes reporting.” Should you wish to have the “customer disputes reporting” note removed
from your credit profile, it will be necessary for you to contact us at the address listed above.

At your request we closed your Macy’s account. We sincerely regret your decision to close the account
and we hope you will continue to shop at Macy’s in the future. Closure of the account will not impact your
obligation to pay the balance owed.

Thank you for bringing your concerns to our attention and giving me the opportunity to respond. If I may
be of further assistance on another matter, please do not hesitate to contact me at the telephone number
listed below.

Sincerely,

Nadine R*******
Macy's Executive Office
###-###-####
###-###-####

cc: The Better Business Bureau
Business Response
Date: 10/20/2022
Please see attached letter that has been sent to the customer (text of letter below). Thank you.
October 20, 2022

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

RE: Macy’s Store Account ending in ****
Better Business Bureau complaint ID #********

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

We are in receipt of your additional comments filed with the Better Business Bureau (BBB), which were
forwarded to Macy’s Executive Office. As a liaison in the Executive Office, I was asked to review and
respond to your concerns on behalf of ********, N.A. (****).

I sincerely regret any frustration or concerns you continue to have regarding our reporting of the above-
referenced Macy’s account to the credit reporting agencies. Based on our review of your account and the
previous response letter dated September 30, 2022, we feel we have clearly addressed your concerns as it
relates to this matter, therefore our position remains unchanged. We are unable to change the information
submitted to the major credit-reporting agencies, as it accurately reflects your payment history.

As previously explained, the statement which closed on July 8, 2022, shows the previous balance was
$167.80. We did not receive the required minimum payment by July 4, 2022, resulting in a late fee $40.00.
As a courtesy three (3) late fees were reversed and credit in the amount of $120.00 was applied to the
account. Interest charges totaling $6.80 were also reversed as a courtesy. Purchases totaling $88.00 were
made to the account. Interest totaling $2.17 was posted bringing the account balance to $171.17. A
minimum payment of $85.17 was due by August 4, 2022. The statement which closed on August 8, 2022,
shows the previous balance was $171.17. We received your payment of $177.31 on July 23, 2022.
However purchases totaling $89.31 were made and interest totaling $2.00 posted to the account bringing
the account balance to $85.17. A minimum payment of $29.00 was due by September 4, 2022. The
statement with the statement closing date of September 7, 2022, shows the previous balance was $85.17.
We did not receive the required minimum payment by September 4, 2022, resulting in a $29.00 late fee.
Interest in the amount of $2.00 was posted to the account. No additional payments have been received.

In accordance with the Credit Card Agreement, late fees and interest were charged to the account each
month a payment was due, but not received. Therefore, as of the date of this letter, the balance on the
account is $158.89, and a minimum payment of $106.72 is due by November 4, 2022. By using your
account, you consented to the terms of the **** Credit Card Agreement, which governs the use of this
credit account.

It is not ****** policy to remove any delinquency from your credit report, unless it occurred as a result
of a billing dispute or bank error. As a credit provider, we are obligated to report the account accurately
to the credit reporting agencies, whether it is favorable or unfavorable to the customer. After researching
the delinquency on your account, we found the information to be correct. Therefore, we are unable to
accommodate your request to remove the delinquency from your credit bureau report.

At your request, we closed your Macy’s account on September 30, 2022. Closure of the account will not
impact your obligation to pay the balance owed.

Thank you for bringing your concerns to our attention and giving me the opportunity to respond. If I may
be of further assistance on another matter, please do not hesitate to contact me at the telephone number
listed below.

Sincerely,

Nadine R*******
Macy's Executive Office
###-###-####
###-###-####

cc: The Better Business Bureau
Customer Answer
Date: 10/20/2022
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.

I believe I have performed due diligence regarding this account. I have communicated with them by phone and letters. I have paid for the very modest purchases. I refuse to be harassed in this manner. I have filed a complaint with the ******** attorney general. I don't know what else to do. I should not have to pay these ever-escalating fees.

Regards,

****** *********
Initial Complaint
Date:09/19/2022
Type:Product 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.
Purchase a jumpsuit form Bloomingdales in *** **** **** on **** ********* ***. I cannot get refund. Called 7 times was told a manager has to override the system in order to get my $ 540.50 refunded to me. I am getting the run around since last Saturday 9/10/2022. when the purchase was made. I do not have the jumpsuit it is still at the store. I feel that my money has been stolen by Bloomingdales.
Business Response
Date: 09/22/2022
Dear *** *****,

We are in receipt of Better Business Bureau Complaint ID ********.
We have contacted *** ***** and have resolved all matters as expressed in the
complaint. Based on this, we consider
the matter closed.

Thank you.
Christine W********
Liaison, Omnichannel Executive
Office | Bloomingdale's, Inc.
9111 Duke Blvd | Mason, OH 45040
Initial Complaint
Date:09/19/2022
Type:Delivery 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.
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.
They had to cancel the first order and made me reorder. Supposedly, the item is shipped but I haven’t received it yet. I’m not comfortable saying it’s resolved until I have the furniture in my possession.
Regards,

***** *****

Business Response
Date: 09/20/2022
Dear **** *****,
We are in receipt of complaint ID # ******** filed by customer, ***** *****. The customer had not received a missing ottoman. We contacted the customer to advise a delivery has been set and the incorrect order is cancelled and credited. At this time, Macy's will consider this matter closed.

Thank You,
Sincerely,
Macy's Executive Office
Business Response
Date: 10/04/2022
Dear **** *****,
We are in receipt of complaint ID # ******** filed by customer, ***** *****. The customer had not received delivery of an ottoman. We contacted the
customer who confirmed that the delivery has completed. At this time, Macy's will consider this matter closed.
Thank You,
Sincerely,
Macy's Executive Office
Initial Complaint
Date:09/19/2022
Type:Product 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.
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,

********* ********
. When I contact customer service again they do not understand the issue. I am still missing the refund for order # **********, returned with UPS tracking # ******************. I thank you for any help you could provide for this issue.
Business Response
Date: 09/27/2022
We are in receipt of BBB Complaint #********. We have
addressed all matters as expressed in the complaint and updated the customer
with the resolution. Based on this, we consider the matter closed
satisfactorily. Thank you
Initial Complaint
Date:09/18/2022
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 have contacted Macy's ******** Star Rewards credit card company at ###-###-#### multiple times starting on 9/2/22 when I discovered my identity had been stolen and multiple fraudulent charges had been made on my Macy's account. At that time I made the situation clear: my ********** Real ID had been stolen out of the mail and these people had my social security number (I knew this because they charged fraudulently on all of my credit accounts that were open). At the time I requested to have my account closed. Instead, my credit card number was closed and new credit cards were generated and mailed to me where they were promptly stolen out of the mail and used again. When I noticed the new credit card number and more fraudulent charges on my Macy's account when checking my credit report, I called again on on 9/13/22 at 12:54 pm and spoke to Joan id # ********. Again, she reassured me that my account would be closed but evidently did the same thing--reissued a new credit card, because on 9/18/22 I checked my Equifax credit report and noticed yet another new account number for Macy’s with a new balance of $1282.00. At 7:58 am on 9/18/22, I called Macy's again and spoke to Daryl. He reassured me that he would close my account and told me to call the claims department tomorrow, Monday, 9/18/22, because they weren't open today (Sunday), to make sure that there are no other accounts open under my social security number. I told Daryl I had already done this multiple times and that this keeps happening, but that I would try again. At this point I don't know how to protect myself with Macy's. I have done my due diligence, I have frozen my credit and have fraud alerts on all three credit bureaus and Macy's is the only one of my creditors that I have had this problem with.
Business Response
Date: 10/04/2022
Macy's **** has completed their review of the customers BBB Complaint ID ******** and Macy's account information. Please see the attached response letter (text below) and applicable enclosures for our response. These documents have been mailed to the customer. Thank you.
October 4, 2022

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

RE: Better Business Bureau ID #********
Macy’s Account ending in **** (closed reported lost/stolen)
Macy’s Account ending in **** (closed reported lost/stolen)
Macy’s Account ending in **** (internal replacement account)
Macy’s Account ending in **** (closed by customer)

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

We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to
Macy’s Executive Office. As a representative in the Executive Office, I was asked to review and respond
to your concerns on behalf of ******** N.A (****).

We sincerely regret learning that you have been a victim of identity theft and the problems this may be
causing you. Upon receipt of your recent BBB complaint, our Fraud Department re-investigated your
claims of identity theft as it relates to the above referenced accounts. Our review shows on September 3,
2022, you reported unauthorized charges for account ending **** and the account was closed, and the
charges were deemed fraudulent and a replacement account ending in **** was assigned to clear the
unauthorized transaction. Their investigation was completed, and a letter dated September 26, 2022
(enclosed), was mailed to you indicating the transactions were fraudulent.

Our research shows on September 13, 2022, you contacted our Fraud Claims Department again to report
additional unauthorized charges on the replacement account ending in ****. The account ending in ****
was reported as lost/stolen and closed and a temporary replacement account ending in **** was established
for our internal fraud investigation. Also, our records show on September 13, 2022, you requested the
account to be closed completely. During the additional Fraud Claim investigation opened for account
ending in **** our Fraud Claim Department determined the authorized transactions were fraudulent and a
letter was sent on September 26, 2022 (enclosed), informing you the transactions were deemed fraudulent.
In order to protect the account history, the account ending **** was assigned a replacement account ending
in **** and is coded as closed by customer.

As the above referenced accounts were deemed to have been created by fraudulent activity with the
exception of account ending in ****, they were removed from your credit report. The account ending in
**** is reported as closed by customer. This letter will serve as confirmation of the account status.

During our review of the above-mentioned accounts, we confirmed replacement credit cards were not
processed or sent to the billing address on file during the fraud claim processes.

As of the date of this letter, the above referenced accounts are closed and cannot be re-opened per your
request. If you elect in the future to open a new Macy’s account, you must apply at macys.com or at a
Macy’s store.

Thank you for bringing your concerns to our attention and giving me the opportunity to respond. Your
business is important to us, as well as appreciated, and we regret any situation that may have jeopardized
our business relationship. Please do not hesitate to call me if I may be of further assistance.

Sincerely,

Joseph G***
Macy's Executive Office
###-###-####
###-###-####

cc: Better Business Bureau

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