Consumer complaint received 2023-04-03
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Hello I am filing a complaint because I filed a dispute with Macys over some fraudulent activity on my account- this dispute got declined - they have opened a new case to " re investigate '' but I am doing my due diligence in filing a complaint to ensure I am not responsible for charges I did not make. 

I opened a Macy 's card on XX/XX/XXXX in-store to receive a promo offer on purchases I had made. I had purchased a chain for my boyfriend, and 4 necklaces for myself and my family for XXXX ( this was the only time I had every used this card - the day I opened it ) I ordered this card to my home address - However - I never received this card that was mailed out. When I called the Macy 's CC department on XX/XX/XXXX, the initial call was to see when I could expect my credit card to arrive. I spoke to an employee who told me that there were charges of over {$1000.00} on my account. However, as stated, I never received the card that these charges were made on. 

I spoke to the employee on the phone and he informed me that my credit card, which was ordered on XX/XX/XXXX, had been sent. I had not ( nor have I ever ) received the credit card on the date of XX/XX/XXXX which was a month after ordering the initial card. This prompted me to call the fraud department. I spoke with an employee who explained they would cancel the card I was previously issued, before issuing and sending a new card. After not receiving the old card at the address I initially provided, I had a new ( different ) card shipped to my work address. I received the new card, which was ordered on XX/XX/XXXX, after the fraudulent charges were made. The fraudulent charges were made on XX/XX/XXXX and XX/XX/XXXX according to customer care reps. 
There were 2 charges made on XX/XX/XXXX - The amounts were {$70.00} - XXXX XXXXXXXX XXXX XXXX XXXX ) and {$370.00} ( sunglasses ) There was a third purchase made on XX/XX/XXXX for the amount of {$1000.00} ( mens jewelery ) The above information was provided to me by Customer care reps. 
On XX/XX/XXXX - I called and spoke to a customer care rep who also told me that the signature and the name that was given on the dates of XX/XX/XXXX and XX/XX/XXXX when the fraudulent purchases were made - were different than the signature I gave them the day I opened the card. Along with the fact that I never received this card- I am not sure why my original fraud dispute got declined. 

The dispute # is XXXX I have also filed a police report with XXXX Police Department - I can provide that information of the report # if requested ( it told me not to add any personal info in this report ) Any further information needed can be provided if you email or call me ( email is better as work keeps me rather busy ).

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