Consumer complaint received 2017-09-26
Company: CITIBANK, N.A.
State: IL
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
In XX/XX/XXXX, my Social Security Number was compromised, although I do not know how, and more than {$9000.00} in fraudulent charges were made to existing credit accounts, as well as new accounts opened or attempted. Between XX/XX/XXXX, several fraudulent purchases were made on both my XXXX XXXX and XXXX store cards via account lookup, with unauthorized use of my full Social Security Number and a fake ID. The purchases were made at two different stores in XXXX. Below is a list of all the unauthorized activity on my XXXX XXXX XXXX and XXXX store card since XX/XX/XXXX : Store : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX  XXXX, XXXX, IL XXXX ( Phone : XXXX ). 

5 charges for a total of {$1800.00} made on XX/XX/XXXX between XXXX : {$620.00} ( XXXX XXXX ) {$270.00} ( XXXX  XXXX ) {$330.00} ( XXXX XXXX ) {$270.00} ( XXXX XXXX ) {$320.00} ( XXXX XXXX ) Store : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX ( Phone : XXXX ). 

5 charges for a total of {$2000.00} made on XX/XX/XXXX : {$700.00} ( XXXX XXXX ) {$370.00} ( XXXX ) {$370.00} ( XXXX ) {$300.00} ( XXXX ) {$220.00} ( XXXX ) 1 return on XX/XX/XXXX : - {$370.00} ( XXXX XXXX ) My understanding from speaking with members of the XXXX Fraud Investigation team is that all charges on both my XXXX XXXX and XXXX Card were marked as " fraudulent, '' and that all credit agencies should have been notified to clear any charges, late fees, or delinquent/negative activity from my record. However, there is a balance of {$1400.00} remaining in a now delinquent account from XXXX 's that I believe has gone into collections. 

Below is a detailed account of my interactions with the XXXX XXXX Fraud Department sinceXX/XX/XXXX : - On XX/XX/XXXX, I received e-receipts for several unauthorized charges on my XXXX XXXX account and called XXXX Customer Service ( XXXX ) initially to report the charges as fraudulent. 
- I submitted a first Fraud Investigation Form via USPS ( delivered XX/XX/XXXX ) to Macys Fraud Investigation Department ( Phone : XXXX ). 
- On XX/XX/XXXX, I received an e-receipt for a refund of {$370.00} to my XXXX XXXX for merchandise returned at the XXXX XXXX XXXX location. 
- Also on XX/XX/XXXX, I spoke with XXXX at XXXX Fraud Department ( Phone : XXXX ) to go over the above transaction, and she informed me that additional unauthorized charges in the amount of {$700.00} ( XXXX ) and {$1200.00} ( XXXX store card ) took place at the XXXX XXXX location on XX/XX/XXXX. 
- XXXX informed me that the {$700.00} was flagged in time and considered part of the first fraud claim I submitted on XX/XX/XXXX. 
- XXXX sent me another Fraud Claim form to fill out and submit to clear up the {$1200.00}. 
- I submitted a second fraud claim via XXXX on XX/XX/XXXX ( delivered XX/XX/XXXX ). 
- I called XXXX Fraud on XX/XX/XXXX to follow up on my investigation status and spoke to XXXX. She informed me that a second fraud claim was never opened, nor was there any record of the Statement of Fraud I had sent on XX/XX/XXXX. 
- I asked to speak to a supervisor and was put in touch with XXXX. She informed me that she would be expediting my case and that a new fraud investigation was opened on XX/XX/XXXX. 
- I re-sent my second fraud claim documentation ( from XX/XX/XXXX ), along with a letter asking XXXX to expedite the processing of my new claim and to inform the credit bureaus that I was not responsible for the charges or delinquent on my payments. I have confirmation that this was delivered to XXXX via USPS on XX/XX/XXXX. 
- After no follow up since XX/XX/XXXX, I called XXXX Fraud Investigation ( Phone : XXXX ) on XX/XX/XXXX to follow up on my claim status. 
- On XX/XX/XXXX, XXXX ( the Fraud representative ) told me that although the {$1200.00} had been marked as fraudulent, the balance was incorrectly moved to another account, at which point the case was ultimately closed because the Fraud Investigator determined that no fraud took place. 
- I informed him at this point that I would be contacting my attorney to clear up this issue, as these charges make my account appear delinquent on my credit report, and they are harming my credit score. 
- XXXX put me on hold to get in touch with a manager, who would not get on the line with me. XXXX said that the way the case was handled did not make sense, and that the manager asked him to relay the message that the case would be escalated yet again, and that it may be 2 weeks-1 month before any updates were made. He said the issue was that since the account had moved to collections, XXXX no longer had access to it. 
- On XX/XX/XXXX, I received a letter from XXXX Fraud Investigation saying that the second fraud inquiry was complete and all fraudulent charges would be removed, and the credit companies would be informed to remove any negative activity from my credit report. 
- I called XXXX Fraud Investigation on XX/XX/XXXX to verify the status of my claims. I spoke to XXXX who said the account listed in the XX/XX/XXXXfraud claim letter is linked to the account which appears past due in collections. She said that the charges have been marked as fraudulent and the credit agencies notified. 
- XXXX also said that XXXX put in a request to retrieve the account on XX/XX/XXXX. It will take 60 days to see the account XXXX out on XXXX end. XXXX also said that it will take another 60 days for the credit agencies to clear all negative activity. 
- In XX/XX/XXXX, I sent XXXX XXXX a letter requesting a written account of all the activity pertaining to my identity theft. I never received a response. 
- In XX/XX/XXXX, I sent a similar letter, again requesting a written account of all the activity related to these fraudulent charges. I still have not received a response. 
- The delinquent balance remains on that XXXX XXXX card and is negatively impacting my credit. 

One weekend of fraudulent activity has taken me over a year to clear up with XXXX. Other credit companies processed everything swiftly and smoothly, and within a month or two, all the negative activity was cleared. XXXX inability to properly process my fraud claims have negatively impacted my credit score, and other creditors have lowered my credit limits on my accounts.

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 non-monetary relief