Consumer complaint received 2016-02-08
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
On XXXX XXXX, 2015 I discovered that I am the victim of identity theft and fraud when I received an email from Best Buy thanking me for a {$2400.00} purchase. I dealt with that and filed a police report. An hour later I received a call from XXXX asking if I was in their store trying to buy a {$7000.00} purse. I dealt with that and their loss prevention dept. I canceled my card. After accessing my Best Buy account, I discovered that the purchase was actually on XXXX XXXX. 
I went online and made reports with all XXXX credit reporting bureaus. I went through my all of my credit cards and cancelled all of them and indicated that the reason for doing so was because of identity theft. Macy 's was one of those credit cards. 
On XXXX XXXX I received an emailed receipt from Macys in the XXXX XXXX XXXX for {$1600.00} in purchases. I immediately called Macys and reported the theft ; I called the number on the back of my credit card and reported the theft ; I found out that the Macy 's fraud dept does not work on weekends or after XXXX central time. 
So I went online and sent several " contact us '' forms informing them of the theft and that my card was supposed to have been canceled on XXXX XXXX. I received auto replies. 
All of the thefts were done via the cashiers giving out my credit card numbers. I still have all of my cards and my driver 's license. 
Macys insists my driver 's license was presented to get my credit card info. Despite my telling them that I have my driver 's license and I 've never been to the XXXX XXXX XXXX, they did n't care. 
I received a credit card statement in XX/XX/XXXX for $ XXXX in purchases from Macys XXXX on a credit card I 've never had and which did n't match the number the cashier gave to the thief on XXXX XXXX. The statement also included purchases on that " new '' credit card on XXXX XXXX. I again called Macys and explained that I never had the " new '' credit card. So they told me it was sent to me in XXXX 2015. Regardless, I 've never received it and I 've never made purchases with it. I made purchases after XXXX 2015 using the XXXX and only card I 've ever had. In fact, when logging into my account, the " new '' card has never appeared. Still, they do n't care. 
I received a letter from Macy 's with receipts attached - no signatures- and all on my credit card number as given to the thief by the cashier in the XXXX XXXX XXXX . 
So I called yet again and again I was met with " your driver 's license number was given. '' The woman got nasty and kept putting me on hold to talk to her supervisor. Then she says clearly I was given the wrong number to call and I was mailing my letters to the wrong addresses. All of the addresses I used were on the Macys website. So I took note of the street address where she wanted my letter sent. She said she 'd send me the correct fraud forms to fill out. 
The next day, a Saturday, in the morning, I received an overnight XXXX envelope with a new Macys credit card! No fraud forms, no letter, just a new credit card. I also received an email reminding me that I owe a payment on the {$3700.00} balance! 
I 've sent 2 letters certified return receipt requested and I 've not received a phone call or letter with the requested business records of the transactions in question. 
I did not activate the new card. I informed the credit bureaus of what Macys is doing : issuing a new card and transferring the balance in question to new cards so when I contest the balance on XXXX card, they move it to another XXXX to avoid having to not try to collect the disputed debt. 
Macys has since blocked access to my online account. And of course, they sent a message to me on an account I do n't have access to. I called to request a copy via snail mail. I doubt it will come. I 'm waiting on my signed returned receipt cards before I proceed further.

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