Consumer complaint received 2016-06-10
Company: CITIBANK, N.A.
State: NJ
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
Hi I have discovered XXXX of my cards a Macy 's American Express Card got some fraudulent charges in XXXX and XXXX of 2016. I had not used the card and was surprised to get a notification of my statement in XXXX from the Credit Card company. I logged in and to my horror saw that the card was fraudulently charged and contacted Macy 's credit card customer service immediately. I was assured they will look into it and that I need to submit an official fraud charges claim for the charges in question and send that to them by mail or fax. I had to wait for the official letter from Macy 's before I could do so. When I was worrying that what will happen to my account as I never was late on it and would pay balances in advance I was told not to worry or pay the charges as I would immediately assume the responsibility for them. I waited and when the letter finally arrived nearly 3 weeks later I filled it out and sent it to Macy 's ( it was late XXXX by then ). I called to confirm that they have received my fax the next day and I was not properly routed, had to wait on hold for 30 min, had my call dropped and to repeat everything again together with the explaining as the client services person was not aware of anything fraudulent on my account and they were rudely speaking to me saying my account is past due and I should pay right away. I spend nearly a whole evening on the phone until I got to a supervisor and finally got some clarity on the subject. And was assured I should disregard the late notices and threats at collecting money as they will investigate the fraudulent charges and take care of everything and not report it to the credit agencies. I have perfect credit, and am never late and this was a huge concern to me. 

Well 60 days later I logged into my Macy 's account and saw the charges were reversed and the balance was XXXX but my credit limit had dropped on my Macys Amex card to {$300.00} instead of usual {$500.00}. I also have a Macys Store card that I always pay in advance in full before it 's due or try to anyways. The limit on that card is {$4100.00}. I started to check the statements to see the details and can not understand why that feature was frozen. And so I decided to call Macy 's. Again with the horrible wait times and dropped calls when they would not know what was going on with my account and transfer me from person to person. I was patient but finally was told that that account ( XXXX ) was closed after I had XXXX payments missed and that is why the credit limit was dropped to {$300.00} too. I was furious and started again explaining that I had fraudulent charges and I have all my notes and the fax I sent them and that they reversed the charges themselves already and I can see it but they did not say anything to that and again I had to wait and wait until I got through to another person in fraud department that finally told me something was missed on their end and that they wrongfully closed the account. He fixed it and assured me everything will be taken care of now. Well it was not, my credit dropped on all credit buros and they were reporting the card 30 and 60 days late. I called again to talk about that after logging in to pay my now Macys store card in full. After I paid I noticed the store account was closed! I called again and they again made a mistake and told me that my store account was closed due to delinquent missed payments! It took forever to get someone who knew what was going on to again fix yet another mistake on my account. I also reached out to all credit buros to dispute the delinquencies on my XXXX card, but just received notices from XXXX of the agencies that I have to contact the credit grantor as this appears to be correct according to Macys. I am going to contact Macy 's again. But this is unacceptable what I have to go through nearly months after the fact. I would like this to be known about poor customer service!

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