Consumer complaint received 2026-01-19 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
Macys continues to withhold my credit card account information while simultaneously assessing interest and late fees on a balance that has already been paid in full. The current online statement reflects only accrued interest and late fees and does not display the original balance or the full account number. Despite repeated attempts over several months to resolve this matter, Macys has failed to provide clear information or a resolution. 

Over the past several monthsand again as of todayI have contacted Macys customer service multiple times in an effort to obtain my full account number. During my most recent call, I requested a replacement credit card so that I could access my complete account information. I spoke with a customer service representative identified as XXXX, who informed me that my account had been closed as of XX/XX/year> and that a replacement card could not be issued. This was the first time I was notified that the account was allegedly closed. I did not receive any prior written or electronic notice of account closure. 

Representative XXXX advised me to retrieve my account number from my online statement. However, the online statement does not display the full account number, as evidenced by the attached documentation. When I informed her of this and again requested my account number, she stated that she could not provide it for security reasons, despite the fact that I had verified my identity through Macys automated verification system and again verbally with her. When I asked whether my identity verification was sufficient to release my own account number, she confirmed that it was not. 

I then requested escalation to a manager and was transferred to an individual identified as XXXX, employee ID # XXXX. XXXX stated that she would attempt to have a paper statement mailed to me that would display the full account number. After reviewing the matter further, she advised that this could not be done and that no method was available for providing my full account number. 

I subsequently asked whether Macys was withholding my account information from me. Rather than directly addressing this question, XXXX stated that there were alternative methods available to make payments without having access to the account number. I requested further escalation to another manager or supervisor. I was placed on hold for approximately XXXX minutes and was then informed that no additional manager was available and that I would need to call back at a later time. 

As a result, Macys continues to assess interest and late fees on an account while refusing to provide me with full access to my own account information, including the account number, despite proper identity verification. This has prevented me from effectively reviewing, disputing, or resolving the alleged balance and raises concerns regarding transparency, billing practices, and compliance with consumer protection regulations.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief