Consumer complaint received 2016-05-24
Company: CITIBANK, N.A.
State: TN
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
On XXXX XXXX, XXXX, my Macys store credit account was compromised by someone in XXXX when a fraudulent transaction was made in store for {$1100.00}. I live in XXXX, XXXX and never been anywhere near XXXX. I was made aware of this situation when I went to purchase XXXX gifts for my children and received an email from Macy 's stating that my order had been cancelled. I immediately logged into my account since there was plenty of credit line available to XXXX that a charge was made in the XXXX XXXX XXXX store for {$1100.00}. This transaction should have declined since it would have placed my account over the limit but they allowed this XXXX to go through and did not approve my purchase. I immediately called on XXXX/XXXX/XXXX and reported the fraud to Macy 's credit services in which they closed XXXX my Macy 's store account and Macy 's XXXX account and reissued new cards. They stated they could not see the charge but assured me that it would be handled and investigated but might take up to 90 days to process. As ridiculous as that timeframe sounds, I am still dealing with this today XXXX/XXXX/XXXX. When they closed these accounts, I stopped receiving online access to statements and payment options which was how I pay all my bills. I was advised that I would not be able to login online unless I activated the new cards since the balance was transferred to the new card numbers. I told them I refused to activate another card with them since I was not going to become a victim of fraud by their company again. They assured me that I would receive paper statements instead and have not received a single statement to this date. I did not receive any Fraud investigation forms until XXXX XXXX, XXXX in which I immediately filled them out and faxed to the number on the form for faster processing according to the company. I received a successful fax confirmation so I know the forms were in fact received. After speaking with numerous representatives on numerous occasions, I was finally told by XXXX on XXXX/XXXX/XXXX that the fraud claim had been CLOSED as of XXXX/XXXX/XXXX which is ridiculous since every other representative I spoke with would tell me the same old story. It can take up 90 days to process, call back in a couple weeks. Meanwhile, I was still making payments when this first happened since I did have a small balance on the account however, they never removed the {$1100.00} fraudulent charge from the account which was causing my minimum monthly payment to be at least {$75.00} per month which is way more than I should have to pay since interest was still accruing on a fraudulent charge and my minimum payment on a balance of maybe {$250.00} should have only been around {$15.00} to {$20.00} per month. On XXXX/XXXX/XXXX, XXXX reopens the fraud claim, escalates the claim and says I should receive something in the mail soon but could not tell me when. She apologized repeatedly and said to not make any payments until after investigation was complete and a clearing letter would be sent to all XXXX bureaus and fees waived. I called several more times to check and speak with XXXX on XXXX/XXXX/XXXX and am told that the investigation is still ongoing and that I should receive a clearing letter by the end of XXXX XXXX. Still no clearing letter and my credit report is now showing 4 months past due when I have no statements or letters about the investigation. Nothing at all from the fraud department. I call and get put on hold with rude reps and told to call numerous numbers to reach the fraud department to no avail. I have disputed with the credit bureaus only to receive notice from Equifax today that Macy 's states this is all accurate and staying on my report. I have ZERO late payments on all my credit accounts but this XXXX. I want a resolution to this issue, my credit report corrected and to be told exactly what I do owe and I will gladly pay it and never do business with Macys again.

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