Consumer complaint received 2015-11-08
Company: CITIBANK, N.A.
State: KY
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
The fraud occurred on XXXX/XXXX/15 & XXXX/XXXX/15 on my original Macy 's American Express credit card account and also on my Macy 's store account, which was linked to this Macy 's American Express credit card. Please note that I still retain physical possession of my original Macy 's American Express credit card. My card was not lost or stolen. Only the credit card information was compromised. The Macy 's American Express Fraud Investigation Department called and left a phone message on my home phone alerting me to fraudulent activity on my card. When I received their phone message on XXXX/XXXX/15, I called the Customer Service number ( XXXX ) listed on the back of my credit card, was transferred to the Macy 's American Express Fraud Investigation Department, and spoke with them. They told me that there were XXXX attempts to use this original Macy 's American Express card in New York that they had blocked on XXXX/XXXX/15 & XXXX/XXXX/15. I confirmed to them that these were fraudulent charges by unauthorized person ( s ). Unfortunately, during that XXXX/XXXX/15 call, they failed to check my Macy 's store account activity on XXXX/XXXX/15 & XXXX/XXXX/15. My compromised credit card was deactivated by the Fraud Dept. person on XXXX/XXXX/15, and a new Macy 's American Express credit card, which was linked to a new Macy 's store account, was sent to me for use. 

On XXXX/XXXX/15, I received my Macy 's store account bill, which then had the new Macy 's store account number and any charges made prior to XXXX/XXXX/15 using the original Macy 's American Express credit card number linked to the original Macy 's store account had been transferred to it. On XXXX/XXXX/15, I called Customer Service to report that there were also fraudulent charges made in Macy 's stores at locations unknown to me on XXXX/XXXX/15 & XXXX/XXXX/15. On XXXX/XXXX/15, there was {$520.00} charged for XXXX fragrances at XXXX. On XXXX/XXXX/15, there was {$2100.00} charged for XXXX XXXX items at XXXX and {$510.00} charged for boys XXXX clothes at XXXX. The total fraudulent charges are {$3200.00}. These charges on XXXX/XXXX/15 & XXXX/XXXX/15 were made using my original Macy 's American Express credit card number linked to my original Macy 's store account, which is the reason for my fraud claim. 

Please note : I attempted to file a police report on XXXX/XXXX/15 for this fraudulent credit card activity with the Police Department. The police refused to do a police report, since the fraudulent charges did not occur in our county. 

On XXXX/XXXX/15, I faxed Macy 's Fraud Investigation Department a cover sheet, my Fraud Claim Form with XXXX additional sheets of information and a copy of my driver 's license. When I was unable to confirm receipt of my XXXX/XXXX/15 fax to Macy 's Fraud Investigation Department after calls to them at their XXXX phone number on XXXX/XXXX/15 & XXXX/XXXX/15, I sent a letter on XXXX/XXXX/15 via USPS XXXX Mail XXXX with proof of delivery that explained my fraud situation and sent a copy of my fax transmission confirmation, as well as, the fax, which included the Fraud Claim Form with XXXX additional sheets of information and a copy of my driver 's license. The USPS proof of delivery letter shows that XXXX XXXX received my letter on XXXX/XXXX/15 at XXXX. 

On XXXX/XXXX/15, I wrote to Macy 's Fraud Investigation Department again because I had received my latest Macy 's store account bill on XXXX/XXXX/15, which now had another new Macy 's store account number, which I did not request. The fraudulent charges from XXXX/XXXX/15 & XXXX/XXXX/15, which totaled {$3200.00}, and {$68.00} in interest for a total of {$3300.00}, had been transferred to this latest Macy 's store account number. On XXXX/XXXX/15, I sent Macy 's Fraud Investigation Dept. my XXXX/XXXX/15 & XXXX/XXXX/15 letters and XXXX/XXXX/15 fax & transmission confirmation. On XXXX/XXXX/15, I sent this information to Department Stores National Bank, XXXX. XXXX XXXX, XXXX, OH XXXX. ( Refer to attached files! )

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation