Phone numbers and what each one handles
Macy's operates separate phone lines for credit card questions depending on what you need. The main Macy's credit card customer service number is 1-800-45-MACYS (1-800-456-2297), available Monday through Friday, 8 a.m. to 10 p.m. Eastern time, and Saturday and Sunday, 9 a.m. to 8 p.m. Eastern time.
If you are calling about a lost or stolen card, use the same number but tell the automated system you need fraud services — this line operates 24 hours a day, 7 days a week. The system will route you to the right department without waiting for business hours.
For questions about your Macy's Star Rewards credit card specifically (the store card issued by Citibank), the same main number handles those calls. Macy's does not publish a separate line for rewards questions; the general line routes you based on what you tell the automated system you need.
Online and mail contact options
You can message Macy's through their website at macys.com by going to the "Customer Service" section and selecting "Contact Us." From there, choose "Credit Card" as your topic. Macy's typically responds to online messages within 24 to 48 business hours, though response time varies during high-volume periods like the holiday shopping season.
For written correspondence, mail payments and account inquiries to the address printed on your monthly statement. Each statement shows the specific mailing address for payments and a separate address for customer service inquiries — these are not always the same, so check your statement before sending anything by mail.
If you need to dispute a charge or report unauthorized activity, you can also write to the address on your statement marked for disputes. Include your account number, the transaction date, the amount, and a description of the issue. Keep a copy for your records and send it certified mail if the amount is significant.
Key Takeaways
- Call 1-800-45-MACYS (1-800-456-2297) for most credit card questions during business hours, or use the fraud line 24/7 if your card is lost or stolen.
- The automated system routes your call based on what you say you need, so tell it clearly whether you are calling about fraud, payments, rewards, or a general account question.
- Online messaging through macys.com takes 24 to 48 business hours but works if you cannot call during their hours.
- Your monthly statement shows the correct mailing address for payments and disputes — use the address listed for the type of inquiry you are sending.
What information to have ready before you call
When you call, have your Macy's credit card number available, or at minimum your name and the phone number associated with your account. The representative will use one of these to pull up your account. If you are calling about a specific transaction, have the date and amount ready so the representative does not have to search through months of statements.
If you are disputing a charge, write down the merchant name as it appears on your statement, the date, and the amount before you call. Many disputes are resolved faster when you can tell the representative exactly what you are questioning rather than making them hunt for it in your account history.
Wait times and best times to call
Wait times are typically shortest on weekday mornings between 8 a.m. and 10 a.m. Eastern time, and on weekday afternoons after 3 p.m. Eastern time. Avoid calling during lunch hours (11 a.m. to 1 p.m. Eastern) and when ready after the lines open on Monday mornings, when call volume is highest.
If you are calling on a weekend, Saturday mornings tend to have shorter waits than Saturday afternoons. Sunday wait times are generally longer than Saturday, particularly in the evening.
Automated phone system options
When you call the main number, the automated system offers several options without speaking to a representative. You can check your balance, make a payment, report a lost or stolen card, or hear your recent transactions. If you know your account number, you can often complete these tasks without waiting for a representative.
To make a payment by phone without speaking to anyone, press the option for payments when the system asks. You will need your bank account number and routing number, or a debit card number. Payments made before 8 p.m. Eastern time typically post the same business day.
What to do if you cannot reach someone
If the phone line is busy or you reach a message that the wait time is longer than you want to hold, try the online contact form at macys.com instead. You can also try calling back at a different time — early morning on a weekday usually has the shortest waits.
If you have an urgent issue like fraud or a payment that is due today, use the automated system to report fraud or make a payment without waiting for a representative. Both of these functions work 24 hours a day through the automated system.
Frequently Asked Questions
Can I pay my Macy's credit card bill by phone without talking to anyone?
Yes. Call 1-800-45-MACYS and select the payment option from the automated menu. You will need your bank account number and routing number, or a debit card number. Payments made before 8 p.m. Eastern time usually post the same business day.
What do I do if my card is lost or stolen?
Call 1-800-45-MACYS when ready and tell the automated system you need to report fraud or a lost card. This line is open 24 hours a day, 7 days a week. The system will freeze your card right away and route you to a representative if you need to discuss unauthorized charges.
How long does it take to get a response from the online contact form?
Macy's typically responds within 24 to 48 business hours. Response times may be longer during peak shopping seasons like November and December. If your issue is urgent, calling the phone line is faster.
Is there a number I can call to dispute a charge?
Yes, call the main number 1-800-45-MACYS and tell the system you want to dispute a transaction. A representative will walk you through the process. You can also write to the dispute address on your monthly statement if you prefer to submit the dispute in writing.
What if I am calling from outside the United States?
The 1-800 number only works from within the United States. If you are calling from outside the U.S., check your statement for the international customer service number, or use the online contact form at macys.com, which works from anywhere.