Consumer complaint received 2016-03-23
Company: CITIBANK, N.A.
State: IL
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
XXXX/XXXX/XXXX someone got our info & went to Macy 's & made {$1800.00} purchase. XXXX/XXXX/XXXX, learned of charge when bill arrived ( had already learned of similar issue on non Macy account so had already done notice to credit bureaus & police report ). Called fraud number on bill to report fraud, which had NO option to talk to rep. Eventually reported card stolen as that was closest option. Choosing that option closed account & opened new one automatically. Then I could get a rep. Told rep story, learned charge made in OH ( we live in IL ) by person using SSN & fake license. Rep told me I would get fraud package to complete, could use old card until new one arrived ( which could also be used ), that I would n't be responsible for charges, & no adverse info would go to credit bureaus, but should notify them of fraud & file police report. Call took 44 min. I actually did make card purchase on XX/XX/XXXX for less than {$30.00}. XXXX/XXXX/XXXX got fraud package & returned via US mail on XXXX/XXXX/XXXX, rec 'd XXXX/XXXX/XXXX. XXXX/XXXX/XXXX got robo call from Macy 's. Called number given, which was from collections, after holding a while told volume was high & call disconnected. Called back got rep, told our history, she said she saw no notes on record & transferred me to fraud. I held for so long I called on another phone that answered first. Told history again, this rep said do n't pay bill, do n't charge anything, & he would email collections to stop calls. He said no adverse info would go to credit bureau. XXXX/XXXX/XXXX & XXXX/XXXX/XXXX, more robo calls. Called back twice, again calls disconnected due to high volume. Called fraud #, after history, told robo call stop takes 7-10 business days, but rep said would resend email just in case. Said not to make payments ( 33 min call ). XXXX/XXXX/XXXX got live call from collections, told history, transferred to fraud. This rep said, pay valid part of bill or fees would be valid, he annotated I had been given bad info. He said he 'd stop collection calls XXXX/XXXX/XXXX, pd valid debt & sent email to contact us link re payment. Email returned for having " special character '' of apostrophe - REALLY? Resent in poor English got response that they do n't do fraud, contact fraud separately. XXXX/XXXX/XXXX called fraud # to check on case since had XXXX more collections calls & had been told resolution should be & lt ; 60 days, but got cus svc person who asked for payment. Told history, transferred to fraud # which is what I DIALED in first place. Told history, rep said resolution 60-90 days, but no credit bureau adverse report while pending. Worked with supv to address complaint ( 39 min call ). XX/XX/XXXX got past due notice from Macy 's. XXXX/XXXX/XXXX notified Macy 's credit limit being reduced. XXXX/XXXX/XXXX notified XXXX other credit card limits are reduced, history a factor. Got credit report, saw Macys reported past due. XXXX/XXXX/XXXX, called Macys fraud #, again got generic cus svr, transferred to fraud. Told history, no help, asked for supv. Lenghty holds, mult times. Supv said no timetable for clearing fraud, but would expedite write off since went back to XX/XX/XXXX. Told they do report adverse info to credit bureau, ca n't explain why I was told otherwise, but they remove after investigation clears. Sorry about other credit cards, could do letter if needed. I will notice of decision, & update to credit is a 30 day cycle so will take time ( 41 minute call ). XXXX/XXXX/XXXX Got live call from collections. HELP!

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