Consumer complaint received 2022-06-06
Company: CITIBANK, N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
My issue is with my Macy 's credit card account which I've had since XXXX. 
Before I provide you with the issue, let me just state that my credit has ALWAYS been impeccable, have never made late payments and credit score generally at or above XXXX. 

I received a call XX/XX/XXXX from a collections agency wanting to collect on a {$360.00} balance on my Macy 's card. I had no idea what he was talking about because I had not used or charged anything on my Macy 's card for a long time. I was extremely upset by the call and tried to go online to find out what was going on but was unable to get information because my account had been frozen as well as my online account. After making more than 10 phone calls that day, I was told that a {$69.00} charge had been made on my card at the Macy 's located in the XXXXXXXX XXXX XXXX in XXXX which is close to my house. I told them that I had not made that purchase because I was out of town XX/XX/XXXX. Furthermore, while speaking to a XXXX XXXX at XXXX XXXX he asked me to verify my address and phone number after he asked if I had received anything in the mail from Macy 's. I told him that if I had, I would have immediately addressed it. When he asked what my address is, he responded that there was a different address and phone number under my account. He said that there was a XXXX XXXX showing but that's all he could give me. I told him that I've lived at my current address since XXXX ( own home ) and had lived at my previous address since XXXX ( owned home ) and have never lived anywhere that has a XXXX XXXX. Furthermore, the phone number he had on record was not mine. He then said that it was obvious that my account had been compromised and that he would have it addressed. He also suggested that I reach out to Macy 's internal recovery division which I did. 
That same day, I made many calls because I was so upset over this. My calls are all documented : XX/XX/XXXX : - Received call from collections agency about past-due collection of $ - Spoke to XXXX at XXXX XXXX  who transferred me to XXXX XXXX who took information and suggested I follow-u-p with Macy 's internal recovery.- XXXX Called Macy 's internal recovery ( XXXX ), spoke with XXXX. She said she would mail me statements to show what the transactions were. I told her that I would not receive any mail from them because they have the incorrect address and that they needed to resolve this. She said she couldn't do anything for me. 
- Called Macy 's fraud department and spoke with XXXX, XXXX, XXXX ( who disconnected me ) and then XXXX. XXXX filed a claim with my dispute and said it would get handled. 
- Received a letter from Macy 's Fraud Investigation Department dated XX/XX/XXXX letting me know they received my fraud claim and were investigating it. 
XXXX, received letter from Macy 's Fraud Investigation Department stating they have completed their investigation and that I would be responsible for all charges.

- I immediately called Macy 's Fraud division and spoke to " XXXX '' who confirmed the claim had been submitted incorrectly and that she was going to resubmit it to another person because it was very obvious that fraud had been committed on my account. 
XX/XX/XXXX - Received a call from collections agency wanting to collect on the {$360.00}. Told them that I was not paying it because it was fraud and that I'm trying to get Macy 's to correct the issue.

Over 2 1/2 months have gone by and absolutely NOTHING has been done to correct this HUGE issue!!!!! I've spent more than 6 hours
of my time trying to reach someone at Macy 's that could get this fixed. To-date, nobody is doing anything about this. When you call them, you're transferred around to various departments and people. NOBODY takes ownership of this and they are the ones that allowed fraud to occur against my account.

Someone went to Macy 's, charged against my account and changed my address and phone number. How does this happen without proper identification? Their lack of proper security protocols have ruined my credit which has ALWAYS been perfect. 

I need someone to get this resolved and hold them accountable for their actions. When it's blatantly obvious that fraud was committed, they should immediately take all actions necessary to correct their mistake and get my account removed from the collections agency and my credit report. 

Their incompetence and lack of caring has got to get fixed. 

PLEASE help me get this resolved.

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