Consumer complaint received 2016-04-19
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Other

Complaint:
My purse was stolen on XXXX XXXX, 2015 at about XXXX XXXX containing my wallet with my credit cards. At that time I was not aware my Macy 's card was in the wallet and that is why I did not notify customer service to cancel the card. 
On Monday XXXX XXXX I received a phone call from a representative from Macy 's of suspicious activity on my card with purchases made online. I informed the representative that I was robbed and my card was in the wallet. He stated he will cancel the charge, cancel the card and would issue a new card. 
On XXXX XXXX, 2015 I received my XX/XX/XXXX statement with the amount of {$430.00} on purchases made on XXXX XXXX at XXXX at Macy 's store from XXXX XXXX XXXX. On the same date I called customer service and explained to the representative that my card was stolen and I have not made those purchases so the representative stated he will cancel the charges. I thought this problem was taken care of as I have spoken to XXXX different representatives on XXXX occasions but on XXXX XXXX, 2015 I received the XX/XX/XXXX statement with the same charges on my account plus late fee of {$25.00} and interest of {$10.00}. 
On XXXX XXXX, 2015 I sent a letter explaining the situation to the Department of Fraud along with the Statement of Fraud and the Police Report number. I have received a confirmation letter from them on XXXX XXXX, 2015. Then on XXXX XXXX, 2015 I had to fax all the above information to the Fraud Department as they had claimed they have not received any documents from me. But I have the postoffice confirmation signature on XXXX XXXX, 2015 as well as their confirmation letter on XXXX XXXX, 2015. 
Since XXXX 2015, every month I have been receiving my statements with late fee charges to the Macy 's account even though every month I have been contacting the Fraud Department and have been explaining the whole situation to a new representative each time. I have been assured each time that this problem will be taken care of. 
XX/XX/XXXX I have finally found out from a representative the claim was never set up in their system and I was promised once more than in 2 -3 weeks I will be receiving a clearing letter. Two months later and no clearing letter but a new statement from Macy 's department arrived along with phone calls from collection department. I had yet another conversation on the phone with yet another representative who stated he will update the status on my claim. Today, after 7 months this process started, I have received a letter from the Fraud Department stating they could not accept my claim as a fraud claim based on the information provided. 
It is unacceptable to consider this investigation failed and I question the Fraud Department for not demonstrating due diligence in their investigation process. 
Consumer protection law was broken as the Macy 's store cashier did not verify proper identification when presented with a Macy 's credit card ( I would n't have been in this situation if the cashier would have done their job in the first place ). 
Macy 's store could have used their camera to identify the person who made the purchases and verify against my ID card. 
I have always paid all my credit cards in full and on time therefore my past credit history should carry weight for establishing my credibility when considering this situation. 
The Fraud Department representatives assured me time and again they will put a stop to the late fees and interest during this investigation as it is standard procedure, but they failed to do so. As a result, my credit score has been drastically affected. 
It took 7 months to get an answer from the Fraud Department, months which caused mental and emotional stress having to spend hours on the phone to clarify the situation as well as the stress caused by the collection department.

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