Consumer complaint received 2021-06-06
Company: CITIBANK, N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
Approximately 4-years ago when I received my Macy 's American Express Card, a male Macy 's customer service representative told me that I would not need my in-store Macy 's credit card any longer and that ALL purchases ( in-store, magazine and online ) would automatically be charged to my new Macy 's American Express Card. HE LIED! 
- After shredding my Macy 's credit card, Macy 's - WITHOUT MY KNOWLEDGE - kept that Old in-store account opened ( ending in - XXXX ) and allowed someone in California to use my name and make charges on the old in-store account to the amount of over {$1000.00}. 

When I filed fraud charges, Macy 's closed out my Macy 's American Express Card ( ending in - XXXX ) ; and reissued a new regular Macy 's store card ( ending in - XXXX ). I received that new card in the mail this week and never activated it. 

I received the However, when I called today, XXXX XX/XX/2021, to inquire about the activation on the new card, a female Macy 's customer service representative informed me that Macy 's FRAUDULENTLY transferred the fraud charges from the store account and placed them on the new card. She indicated that it is a FRAUDULENT and SNEAKY method Macy 's is apparently using to try to force me to un-awaringly pay for the fraud charges on the old account that Macy 's kept open without my knowledge that allowed someone in California to make fraudulent charges on. 

I also contacted the credit bureau and I was informed that Macy 's FRAUDULENTLY sent in a negative credit rating to the credit bureau after the FRAUDULENTLY activity they allowed on my account without my knowledge. 

When I talked to a Macy 's Fraud agent today, he informed me that the female agent lied in her notes today and wrote that I never verified my personal ID information with her over the phone ; and she NEVER talked to me ( another lie ) ; and that she IMMEDIATELY revoked my new UN-USED credit card that was sent this week ( ending in - XXXX ). I was not aware of the LATEST FRAUDULENTLY ACTIVITY THAT MACY 'S COMMITTED TODAY UNTIL I TALKED TO THE MALE IN MACY 'S FRAUD DEPARTMENT.

Macy 's is COMMITTING CONTINUOUS CREDIT CARD FRAUD - and sending merchandise to people fraudulently to addresses in different states ; but, charging Macy 's customers for those charges. Consequently, Macy 's is sending false information to credit bureau 's as a SOLE PURPOSE TO NEGATIVELY AFFECT my credit report. I AM SURE THAT I AM NOT THE ONLY VICTIM! Macy 's should be investigated, charged for credit card fraud and victims should receive a resolution to this on-going matter! 

And, after I was informed today about the fraud that the female Macy 's representative wrote on my account by the male Macy 's fraud representative, I tried to call Macy 's customer service, a recording stated that Macy 's was NO LONGER accepting any calls from my number. PLEASE INVESTIGATE!

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