Where to call or contact Macy's about your credit card
Macy's credit card customer service can be reached by phone, mail, or through your online account. The phone number on the back of your Macy's card connects you to representatives who handle billing questions, payment issues, fraud reports, and account changes. You can also log into your Macy's account online at macys.com to view your balance, make payments, and message customer service through the website.
The fastest route for urgent issues — a fraudulent charge, a missed payment, or a lost card — is the phone number printed on your card itself. That number routes you to the right department when ready. For non-urgent questions like reward balances or statement copies, the online account portal often gives you an answer without waiting on hold.
Macy's credit cards are issued by Citi, so some account functions (like changing your PIN or disputing a charge) may route you to Citi's systems. The Macy's phone line handles this routing for you, so you do not need to call Citi directly unless the Macy's representative tells you to.
Key Takeaways
- The phone number on the back of your card is the main contact point for billing, payments, fraud, and account changes.
- Your online Macy's account lets you check your balance, make payments, and contact support without calling.
- Macy's cards are issued by Citi, but Macy's customer service handles routing your issue to the right department.
- Fraud reports and lost card reports should be made by phone as soon as you notice the problem, because phone calls create an when ready record.
- Payment arrangements and hardship options are available by phone if you are behind on your bill.
What to have ready before you call
Gather your card number, your Social Security number, and your account PIN before calling. The representative will ask for at least two of these to verify your identity. If you are calling about a specific charge or statement, have that statement or the transaction date in front of you.
If you are calling about a dispute or fraud, write down the date you noticed the problem, what the unauthorized charge was for, and any steps you have already taken (like freezing your card). This information speeds up the call and helps the representative document your case accurately.
Reporting fraud or a lost card
If your card is lost or stolen, call the number on the back of your card when ready. The representative will cancel the card on the spot and order a replacement. A new card typically arrives within 7 to 10 business days. Until it arrives, you can still make purchases online using your account number if you have it memorized, or you can ask the representative for a temporary card number.
For fraudulent charges, report them the same way — by phone. Describe each unauthorized transaction, the date it posted, and the merchant name. The representative will file a dispute and explain what happens next. Macy's and Citi typically investigate within 30 to 60 days, and you will receive written notice of the outcome. Do not pay the disputed amount while the investigation is open.
Fixing a missed or late payment
If you missed a payment or your payment is late, call customer service to discuss your options. You can make a payment over the phone using a bank account or another card. The representative can also tell you whether a late fee was charged and, in some cases, whether it can be waived if this is your first late payment.
If you are having trouble making the full payment, ask about a payment plan or hardship program. Macy's may offer to lower your minimum payment for a set period or pause interest charges if you are facing a temporary hardship. These options are not automatic, but they exist — the representative will tell you what you may have access to for based on your account history and current situation.
Changing your account settings or getting a statement copy
You can change your billing address, email address, or phone number through your online account without calling. Log in, go to Account Settings, and update the information. Changes usually take effect within one business day.
To request a copy of an old statement, use the online account portal first — most statements from the past 12 months are available to read when ready. If you need a statement older than that, call customer service and provide the month and year. The representative will mail it to you, which typically takes 5 to 10 business days.
Disputing a charge you recognize but did not authorize
If someone used your card number without your permission — for example, a subscription you did not sign up for or a charge from a merchant you never contacted — report it as a dispute, not fraud. The process is the same: call the number on your card and describe the charge. Explain that you did not authorize it and do not recognize the merchant.
The representative will file a dispute and send you written confirmation. You will not owe the disputed amount while Citi investigates. The investigation usually takes 30 to 60 days. If Citi rules in your favor, the charge is removed and you receive a credit. If Citi rules against you, you will owe the amount, but you have the right to respond to their decision in writing.
Understanding your statement and rewards balance
Your Macy's statement shows your opening balance, all charges and payments, interest charges, your new balance, and your minimum payment due. The due date is printed on the statement — paying by that date avoids a late fee. If you pay only the minimum, interest accrues on the remaining balance.
Your rewards balance (Star Rewards points, if you have that program) is shown on your statement and in your online account. You can redeem points for discounts at Macy's, or in some cases transfer them to other programs. The online account portal shows your current points balance and available redemption options. If you have questions about how many points a purchase earned, call customer service with your statement in front of you.
Frequently Asked Questions
What hours is Macy's credit card customer service available?
Customer service hours vary by the type of issue. General account questions are typically available during Macy's store hours, which are usually 10 a.m. to 9 p.m. Monday through Saturday and 11 a.m. to 7 p.m. Sunday, though this varies by location. Fraud and lost card reports are available 24/7. Check the back of your card or your statement for the exact hours.
Can I make a payment over the phone without calling?
Yes. Log into your online Macy's account and select "Make a Payment." You can pay from a bank account or another card. Payments made online typically post within one business day. You can also set up automatic payments so your minimum payment or a fixed amount is paid on the same day each month.
What if I want to close my Macy's credit card account?
Call customer service and tell the representative you want to close the account. Pay off any remaining balance first, or ask about paying it off over time after closing. Once the account is closed, you cannot use the card, but you remain responsible for any balance until it is paid in full. Closing an account may affect your credit score, so consider this before requesting closure.
How long does a dispute investigation take?
Citi typically completes a dispute investigation within 30 to 60 days. You will receive written notice of the outcome by mail. During the investigation, you do not owe the disputed amount. If you need a status update before the investigation closes, call customer service with your case number.
Can I request a credit limit increase?
Yes, through your online account or by calling customer service. Macy's may offer you a higher limit based on your payment history and credit score. A request does not may provide an increase, and Citi may perform a hard inquiry on your credit report. Ask the representative whether a hard inquiry will be used before you request an increase.