Beware: Macy’s American Express Credit Card

Recently, I was the victim of fraudulent charges made to my Macy’s credit card account.  When I called in 2 days after the charges were made to report them, I was told “no problem, we’ll take care of this.”  Then I was also told that there are problems within Macy’s where the cashiers can inadvertently bill other people’s charges to your account, because people are allowed to charge items to their Macy’s account WITHOUT ID. They just have to enter the social security number or telephone number and then sign for it.

To add insult to injury, a few days later I received a note demanding I fill out a form,  BY HAND, and include 2 forms of identification that include my signature. I do not keep my passport in the house, but in a safety deposit box, and this necessitated an extra trip.   I was told in the letter that if I did not send the form in within 15 days, then it would be assumed I would accept responsibility for the fraudulent charges.

What?   On what planet does that make good customer sense?  When I called Macy’s to ask about this and to explain what a hassle this was for a problem that was not my fault, they said they were sorry, but there was nothing they could do about it.  By the way, they also said I only needed to send in 1 form of ID.  They “were in the process of getting the form changed.”  Oh thanks for telling me before my trip to the bank for my passport.

Once these charges are settled, I plan to cancel my Macy’s American Express credit card account—it’s not worth the risk or hassle to deal with their problems any longer.

But just for the record: macy’s promise to only hold you liable for $50 of fraudulent charges is apparently no longer in force.


  1. Melinda, I am a Macy’s Sales Supervisor and I really hate to hear when this happens. One of the great things about having a Macy’s card is that you can shop with out actually having to have your card with you. However, you are required to have proof of identification, the sales associates will enter the identification number (drivers license usually) while the customer enters their SSN. The only part of your SSN that is visible to the sales associate is the last four digits of your SSN. Your Macy’s Amex # never appears on the screen and register receipt, only the last 4 digits of the card. You should speak with the store manager where this happened (if you have not done so).

    • That is so true, but in my case now a nightmare. I live in the Caribbean and when last in the U.S shopped Macy’s. They looked up my account and said it was still open and I could charge and receive the discount. I went online to try to pay the bill prior to leaving and it showed nothing due. I then called and was told it was an Amex account that had not been registered, but that she would register it and send the new card. It was sent to my daughter in the U.S. so I don’t even have the account number to call. I thought ai made the payment when I was on the phone with customer service, but I now find a collection letter has been issued! I have had previous issues with all the different cards Macy’s issues, like others, in that you don’t understand what card is being charged. I had requested that all my accounts be closed in the past, but it was obviously not done. Now until my daughter can get the info on this last issue faxes to me, I can’t even call to try to resolve it!

      • O.K. I was able to pay the bill on the phone, they dropped the late charge but charged $5.00 (normLly $15.00 ) to process the payment immediately. Not able to speak to anyone regarding my credit for 3-5 days until The payment has cleared. Not holding my breath, but have asked for all my Macy’s accounts tobe closed as there was still confusion as to a card being lost or stolen. That didn’t happen, I had just cut up the old card but they had no way. to put that in the computer I guess.

  2. I just would like to say that you have some info wrong in your experience. Macy’s will not let you charge without your id, as an employee I can say that when a customer does not have his or her Macy’s card we ask for a form of id and have the customer input the social security number. You either have your id or we don’t run the transaction.

  3. It’s my understanding the the clause to only hold you responsible for $50 worth of fraudulent charges is the law. Legally, they can not hold you liable for more than that under the consumer protection act.

  4. The government by law can allow you liable up to $50. Macy cannot take that away.

  5. Bonnie Tomlinson

    January 16, 2012 at 3:17 AM

    I’m so glad I found your post.
    My Macy’s AmEx was used on Dec 30 to make a charge with AirAsia which in turn also earned me the benefit of international fees. When I called the Macy’s customer service number, I was told I had to had the situation with AirAsia myself. They found a number since none was listed on the bill and sent me on my way. The number was wrong. I called them back and was told that I needed to write them a letter explaining the situation. I could either mail or fax the letter. I was told that they would not be removing the charges until they worked it out with AirAsia. I mailed AND faxed the letter.
    In the meantime, I did find an email address for AirAsia. They were just as helpful. I was told to speak with my local police in order to file a fraud report and send that report to my credit card and then the credit card and AirAsia would discuss.
    Now I wait until this 3 day weekend is over so I can call Macy’s again to follow-up even though I was told I would receive a call upon receipt; that didn’t happen. My next call is to AmEx to discuss at length the situation. I have cancelled my card, but not yet closed the account while I work this out. That will be my final step.
    What finally wound up happening for you?

  6. Melinda

    January 20, 2012 at 6:33 PM

    Thanks for all the responses. After 3 months and numerous phone calls where Macy’s kept trying to charge me finance fees for this problem, they finally rescinded the charges. But it was a total waste of my time to process their problems. To the people who say this isn’t possible, let me explain. I didn’t make that line up, that was what the person on the phone told me happened. To those who said the law prevents liability, I can scan the threatening note from Macy’s who wanted to stick me with the charges if I didn’t send in 2 forms of identification.

  7. BEWARE THE MACYS “AMERICAN EXPRESS” CHARGE CARD!! On October 15, 2011 I purchased $79 in clothing at a Macy’s store. I was asked if I’d like to receive a $10 credit by opening a Macys charge card (American Express) and use it for my purchases. I agreed, and signed up for the card. Eight days later, before the end of the billing cycle, I used my checking account to electronically pay my Macys bill in full. I thought that all was well. I made no further purchases with the card.

    On January 16, 2012, out of curiosity, I went online to check my Macys account. It showed a balance due in an amount of over $300. I thought that someone had fraudulently used my card. I called Macys customer service. I was told that my card actually has two account numbers; one for purchases made at a Macys, and the other for purchases made outside of Macys. I was told that, while my purchase was at a Macys, my payment was applied to the account for non-Macys purchases. Therefore, my account had been accruing late penalties and interest charges. The representative advised that he would remove the late penalties and charges (and advised that I then had a credit balance of $11). Again, I thought that all was well. WRONG.

    Several days later, I received, in the mail, a letter from a collections agency, demanding that I pay a Macys bill of $300+. I called the collection agency, and explained what the Macys representative had told me. The representative advised that they would note their files. I asked if a negative report had been sent to the credit reporting agencies. She said that it had. I had to demand that they reverse the negative report, and, after speaking to her supervisor, the representative said that the report would be reversed, and that it would take up to 30 days for the credit reporting agencies’ records to reflect that. Several days later, I received in the mail a letter confirming that Macys had sent a request to the “national credit reporting agencies” to remove the negative report. Again, I thought that all was well. WRONG.

    Last week, I received in the mail an offer to apply for a Mastercard account. (As I plan to travel to Italy, and my only credit card, an American Express card, will not be accepted by most (European) vendors, I was glad to be able to have a credit card that, if I should need it, would be accepted.) I applied, online, for the card, but was rejected. I received a message stating that “the reason for the rejection will be mailed to you.”

    So, I checked my credit report. It showed “negative information,” from, you guessed it, MACYS. (I have never been late or missed any payments in my 60 years; I felt very shocked and distressed.)

    Today, I called Macys customer service. They said their records do not show that they sent the letter to me in January (advising that the negative report would be removed). At first, I was given the same ol’ line: “we will send a letter to the national credit agencies within the next 7-10 days, and then it will take up to 30 days for them to remove the negative report.” I asked to speak to a supervisor who said the same thing. I got quite upset with her and demanded that someone personally take care of it NOW, that I have no confidence that “a letter” would be sent, that they have damaged my excellent credit history, and that they owe it to me to closely and personally take care correcting all of their mistakes. The supervisor assured me that, this time, it will be taken care of.

    I’m NOT going to think that all is well until I again check my credit report, in 30 days, and see that, finally, all is well. Keeping my fingers, toes, and eyes crossed.

    If all is not well, I am going to have my attorney contact them. I will also contact Michael Finney, a consumer reporter for ABC News, Channel 7, in the San Francisco Bay Area, and have him investigate. He’s very good at getting results.

  8. They are soooo horrible. I only believe in CHASE. should have listened to my friends about Macy’s AE. I have never been late for any of my credit cards. I’d set this up as an ebill, somehow it didn’t go through. I only owed $14.30, they charged me $30 late fee + $17 finance. I’d called customer, super “COLD”, she kept repeating you’d signed the contract, you know what the charges are…
    Horrible customer service especially since I’ve just opened the card. They should have showed a little more consideration and “HEART”. I guess AM thinks they are “ALL that” and that’s why people are moving elsewhere. BAD SERVICE.

    • You guys are right about this macys card. It is a real pain in the ass. I gave up trying to get a $45.00 refund that was due to me. They promised and promised to take care it. Now I am trying to figure out how to cancel this card. Not easy to do. I get cut off on phone, dropped on chat line. I wont even shop there wth cash. Why give them another dime

  9. I hate to say Macys credit service is terrible .
    I had an unauthorized purchase on DEc 10 2013 they called me when they got charge
    I said I did not purchase anything online , thought it was taken care of
    after 2 months I got a call from collection agent saying I had to pay 400 dollars
    for the online order that I did not place and I checked online my account there
    was a charge and the billing and shipping address is no matching my address
    after talking to them many hours on phone submitting a dispute to fraud department
    they finally said it was taken care of and account is closed . again after 2 months
    same story got a letter and my credit score is down and had to go through the same process in march and they said they really taken care of this issue(GOD knows )
    and here again I have a letter saying my CLOSED account has a charge in June 2014
    what should I do?

  10. Macy’s is terrible. Last year I had fraudulent charges on my account of 325.00 and filled out all the paperwork and returned it promptly. They never returned my money after several calls. I let the issue drop but closed my account. They have terrible customer service and if you want to keep good credit you have to pay even for fraudulent charges. BAD company . I haver never shopped at a store that does not credit fraudulent charges immediately then does the investigation . Don’t shop at MACY’s!!!!!!!!!!

  11. I also was just a victim of credit card fraud with my Macy’s/American Express card. One on line charge was mad 9/27/2014, another on 11/26/2014 and another on 11/30/2014. I did not even know about these charges until 12/26/2014 when I got a call from them. My card has been in a secured location and I have not used it for over a year. Now I have to go through being a victim from that stupid credit card company but I do enjoy spitting nails at those idiots. They promised they would email me the paperwork to fill out but they lied and sent it through the mail causing me to have to pay money for a stamp. In my case I believe it is an inside job and they know it but won’t make it public. I will send in the paperwork with a bill for $50 for my work. I did have a police report made and was told that was important to protect myself against the stupid card company. Two companies were involved in my 3 charges and one of them just might give me the information on who and where the merchandise was sent. If this happens I will forward it to the law enforcement because I think this fraud department is worthless and I want to show them how stupid they really are.

  12. Cindy Kornhaber

    June 4, 2015 at 7:04 PM

    I will never use a Macy’s card again. I canceled all my Macy’s accounts as I had fraudulent charges on my Macy’s American Express and no one contacted me. I called three times and it wasn’t until the third customer service rep did anyone offer to cancel my cards and send me a fraud report to fill out. They sent me a new card and the fraud report that I filled out and returned. I believe the fraudulent charges happened online. However, they continue to send me bills with late fees on them and said they are still investigating so I canceled the new card as well. This has been going on for four months now with still no resolution and the charges still not reversed. Extremely unprofessional!

  13. I have encounter similar situation, $850 charges to my Macy card from somewhere call Jeddah, while I never lost the card and used it only once at Macy store in San Francisco half year ago.

    I called on the 5th day to report this unauthorized charge, the customer service told me that a case was created and they will send some forms to me to sign, after a week I received nothing and I called again, they said they just about to send it, after another week I received the form, asking bunch of information like my name, address, item of unauthorized purchase, which apparently known by Macy already, I really dont understand why they request this form, since other banks only ask you to click a button to report it and they will do the rest.

    On the 3rd week, they send me a statement of this $850 charges with minimal payment $850, very nice.

    Customer service told me I can fill out the form online, and I tried, guess what, Macy’s credit card portal is down for 2 weeks for “improvement”, and it was said that it could back online on August 27th, and today is already August 27th, I don’t feel surprise that the website is still not available and the only difference is it stop telling you when it will be back on line.

    Macy’s credit card is the WORST i have ever seen, it’s HORRIBLE, seriously, it will cost you HUNDREDS of dollars and WEEKS of trouble, if you read this message, I would honestly suggest you cancel this card immediately, and stop shopping at Macy. It’s pathetic that they send you email telling you ‘last chance for big sale’ every week while everybody knows that same stuff can be found much cheaper elsewhere.

  14. My husband has had a Macy’s card for years and somehow we ended up with a Macy’s AmEx card with a whopping $500 limit (though we don’t recall signing up for this card). We NEVER used the card, but received a statement with charges made to PayPal for some game store, in excess of $140.00.

    We phoned Macy’s and were told that they would cancel the card, issue a new one and send it to the fraud department and they would mail us a form, which we never received. We received another card, new pin number, and then a statement with the SAME charges and a late fee. After several calls the statements kept coming, along with late fees. We were then told that the form was emailed to us (never rec’d!) and were finally told we needed to go to their website to download the form and mail it in. We did that on 7/28/15.

    Last night I decided to check my credit score as I am finally recovering from the ’08 recession, and saw that my score had dropped 40 points! Just as I was getting ready to apply for a home loan. And what was on it? Late payments reported by AmEx and also derogatory marks due to the debt to loan ratio. Oh! I’m sorry I forgot to tell you that our credit limit was immediately lowered after the fraudulent charges were mentioned, by $200. So now we have a whopping $300 limit.

    Today I phone Macy’s and speak to the 7th rep I’ve phoned, along with the Supervisor who informs me our letter was never received! So there is nothing they could do for me.

    This has GOT TO STOP!! Now they have to mail us another form, and we, yet again, have to mail it back to them. So, no house for me, and months ahead to try to get this removed from our credit report.

    Please do yourself a favor and DO NOT get a Macy’s card of any type!

  15. Oh, and for those wondering … I was hoping to purchase a very small house to use for rental property since I’ll be collecting social security from my deceased husband and I am only allowed to earn $1310.00 gross per month in wages in order to receive it. Rental properties are not included in that. Guess that’s for another forum, though … Ridiculous!!

  16. I am having the same problem with Macy’s AX. I have fraudulent charge and I have been trying for over 1 month to get a simple form mailed to me to send in to settle this. I will not put my SS# or any identifying info. How stupid are they? At date, I have spoken to 12 people and been promised a form was being mailed out to my home. I am now filing a complaint with the government as well as regular AX. This has been a nightmare. I don’t and will never use this card again. They are their own entity from AX. AX has great customer service, Macy’s has ZERO customer service. I also will not shop in the store again. HELP

  17. I, too, had (have) a Macy’s Amex card and was able to use it without issue until I began EMPLOYMENT at Macy’s.

    Within two weeks after working at Macy’s, I received a phone call (actually my shift had just ended) from the Fraud Dept. asking about suspicious purchases. They resulted in approximately $150 of unauthorized purchases and were at various places like McDonald’s and gas stations and were in other states.

    I have never had an identity theft problem prior to or since then and I think my case is a result of misuse of my identification internally. I just spoke with someone there again to reiterate this. I’m sure I’ll never hear the result of it but am interested to know what comes of it.

    Melinda, no one is saying you made anything up. I believe the rep told you this, however, just because she told you this does not make it so. I worked at Macy’s as a salesperson and we were not allowed to accept a transaction via credit card without ID. In fact, the screen may not even let you advance without it (I don’t remember).

  18. I’ve got to chime in here about how horrible my experience with Macy’s/Amex has been. Someone got a hold of my card numbers and fradulently used my Macy’s AMEX card for an online purchase. I had NEVER even used it before outside of instore at Macys 1 time, but AMEX let someone make a purchase online using my card info and then have the items sent to a nother address in a different state. I noticed what happened when I received a bill in the mail. I immediately reported it and had to fill a ton of forms and send in copies of my ID as well. I had to follow up with them at least 4-5 times, where I kept getting transferred to collections because they kept telling me I was overdue in paying back charges that were not mine. But the specialist investigating the incident told me not to pay and that my account was under investigation for fradulent use. I finally got the charges removed a few months later and was told the “supposed” late payment was not reported to the credit bureaus. Now it’s been over a year later and come to find out that AMEX sent a negative report to TransUnion. I missed it because I was checking the other credit bureaus and overlooked that particular one. I’ve had to go call AMEX back and request they remove the negative report from my credit. I just don’t know when this nightmare will end. Never again will I hold a Macys or AMEX card!

  19. It is absolutely true that no ID is required to make purchases at some Macy’s stores. I was out of town. Macy’s sent a new Macy’s American Express to my home. My mail was stolen while my house sitter was at work. The card was NEVER activated, but the Macy’s store in Springfield, Missouri allowed whoever stole the card to charge $10,104.90 on my card (a card which has had a zero balance) all on the same day and at the same store no questions asked. I was on hold trying to resolve the matter with different levels of management for a total of 5 hours. At the end of the day…they did NOTHING but tell me to fill out a fraud report form and when they received it, they would begin to process the claim….which would take 90 days. They acknowledged the card was never activated and should not have been able to be used, but did nothing about it. NEVER OPEN AN ACCOUNT WITH MACY’S! They have the worst customer service of any company with whom I have ever had the misfortune to conduct business. They have lost my business forever!

  20. i have been making payments 4 years & ican not close the account even with the account closed i have not use the card for years?

  21. Jeevan Vootukuru

    April 25, 2016 at 7:17 PM

    Facing the same Problem its $900 and trying for solve for the past 6 months. can anyone help ?

  22. I can’t believe, I , 2 years later are having such problems with this stupid American Express Macy’s card. They are HORRIBLE !!!!!!!!!!!!!!!!!!!

  23. I am so glad I found this chain!! I am currently going through a mess with Macy’s American Express as well!! I called through to pay off my American express purchases and decided to just make sure I had nothing on my Macy’s credit side (I am very on top of my credit cards and like to check at least once a week to make sure there is no weird purchases) . I found out that someone made a purchase of $400+ at a Macy’s in NY, NY…I don’t even live in NY so I know this was not me.

    I called customer service the week I found out (back in July 2016) to resolve this and they stated that they would look into it. I also requested a new card since obv someone had my card information. After a month of not receiving the new card I called back again in August 2016 to follow up. The person I spoke with said that a claim was never filed and they have no record of that fraud claim (just an FYI…I also completed the fraud form online through their website). They then proceeded to tell me I needed to make a payment. After explaining AGAIN, they asked that I complete a form by hand and send in 2 forms of ID so they can start the process for me. I did all this, asked for a new card again and waited to hear back.

    Another month passed by and I received a call from Macys (a recording telling me to call them). I called the number to follow up, but all I got was a representative asking me to make a payment!!

    I explained for now a THIRD time that I submitted a fraud claim and that I am not paying the amount that is on the card. She told me that she has no record but placed me on a 5 min hold to follow up with her supervisor. After speaking with the supervisor, he told me that they cannot remove the fraud claim because I never reported the card stolen. ARE YOU KIDDING ME?! SO YOUR TELLING ME THAT BECUASE MY CARD WAS PHYSICALLY NEVER STOLEN I CANT BE SUBJEXT OF FRAUD?! HELLO…ITS CALLED ONLINE PURCHASES OR OVER THE PHONE PURCHASES WITH MY INFORAMTION!!

    After that whole fun process, I asked for a new card…AGAIN (still waiting by the way) and for them to follow up with the claim because I am not paying for it. I have proof that I was not even in NYC that day.

    That was last week. Today I called through again to pay my American Express card off for a purchase I made over the weekend and when I got in contact with a representative she asked me to pay for the charge on the Macy’s account….seriously??

    They seriously need to get a system to track all these claims and clean their act up. I am surprised they dont have a lawsuit on their hands since it seems that they have messed up a lot of peoples credit lines and more. Once this purchase is cleared up I plan on closing this card. Too much of a headache to deal with. So done with Macy’s and American Express.

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