Consumer complaint received 2015-10-07
Company: CITIBANK, N.A.
State: PA
Product: Credit card
Issue: Billing disputes

Complaint:
To Whom it May Concern : On XXXX XXXX, 2015 my Macy 's American Express number was charged for purchases I did not make. My account was charged XXXX times by XXXX, numbers : XXXX,XXXX,XXXX,XXXX. My account was charged {$77.00} for each transaction for a total of {$300.00} in fraudulent charges. 

I was contacted by Macy 's American Express after the charges were made and asked if I had made the purchases. After telling them I did not make the charges they opened a fraud investigation. On XXXX/XXXX/2015 my account was closed, I was issued a new card and a fraud investigation was opened. 

After the fraud investigation was opened I was asked to provide forms stating that I did not make the fraudulent charges. Macy 's American Express first supplied me with a " Standard Statement of Fraud Claim '' which asked for a copy of my drivers license. I mailed the form and a copy of my driver 's license into the Fraud Investigation Department of Macy 's American Express on XXXX/XXXX/2015. After that, the fraud department sent me a letter dated XXXX/XXXX/2015 and I was asked to fill out a " Declaration of Unauthorized Use ''. I filled out that form and faxed it into Investigation Department of Macy 's American Express on XXXX/XXXX/2015. 

On XX/XX/2015 I also received a letter from Macy 's American Express stating that the balance on my account exceeded it 's limit and I am now unable to use the card. The card is exceeding it 's limit because of the unauthorized charges and Macy 's American Express is refusing to take the charges off while the investigation is ongoing. I am also being charged interest on the purchases I did not make. 

To make matters worse, even though I am making regularly scheduled payments on both my Macy 's Card and my Macy 's American Express they have not been credited properly and both of my accounts are delinquent. This is because they credited the accounts which were closed due to the fraud instead of crediting the new accounts they opened. 

I have called Macy 's and Macy 's American Express several times to resolve these issues and each time I am given a different excuse as to why my accounts are not being updated and why they are not reversing the fraudulent charges on my Macy 's American Express. This issue has affected my FICO score, has made it impossible for me to get new car insurance due to my bad credit rating and is affecting my ability to apply for a new mortgage. This is very frustrating because I have never made a late payment on any of my credit cards or loans, I am XXXX, and I am recently divorced which means I am now trying to establish my own credit. 

Below please find a chronological list of attempts on my part to resolve this issue with Macy 's and Macy 's American Express:XX/XX/2015 - Fraudulent charges made to my Macy 's AmericaXX/XX/2015 XXXX Fraud Case Opened, Old Account Closed, New Account EstablishedXX/XX/2015 - Received letter stating that my Macy 's American Express Account has exceeded it 's credit limit. 
XXXX/XXXX/2015 - Sent in Standard Statement of Fraud to Macy 's American Express XXXX Department. 
XXXX/XXXX/2015 - Letter sent out by Macy 's American Express requesting additional information. 
XXXX/XXXX/2015 - Declaration of Unauthorized Use faxed into Macy 's American Express Fraud Department. 
XXXX/XXXX/2015 - Called Fraud Department to check on Status of Investigation. I was first told by XXXX that my case was closed without resolution. Transferred to XXXX, Account Specialist who told me they were in the process of a software conversion and that he was going to request my fraud investigation be expedited. 
XXXX/XXXX/2015 - Spoke with Customer Service because payments had not been credited to my accounts properly. 
XXXX/XXXX/2015 - Spoke with XXXX again, issue with fraudulent charges still has not been resolved and charges are still appearing on my Macy 's American Express Account.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief