Consumer complaint received 2020-04-19
Company: CITIBANK, N.A.
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, IL XXXX XXXX Re : Billing error/fraudulent charge of {$58.00} on XX/XX/XXXX Macys Acct : XXXX XXXX XXXX Consumer Financial Protection Bureau Dear Sirs : In XX/XX/XXXX, I applied for a mortgage loan & found to my surprise that Macys had reported to the credit bureau ( s ) that I was 3 months late on a {$58.00} charge allegedly made on my Macys/XXXX  XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX, I provisionally paid {$160.00} ( {$58.00} + {$110.00} in late charges ) to stop additional fees from accruing while the billing error was being resolved. 

The MacysXXXX XXXX XXXX  on which the {$58.00} charge was allegedly made was sent to our former Florida address ( XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX ) ; it was not forwarded & we never received it. I have had the same Macys card for about 7 years ( Acct # XXXX XXXX XXXX XXXX ) but it has Macys not MacysXXXX XXXX on it. 

In my initial phone complaint on XX/XX/XXXX to XXXX @ Macys, I notified them that I/we did not make such a charge & demanded that we be sent a copy of the original {$58.00} charge slip with my signature ; they stated they didnt have it! I demanded the name & contact address of the Macys supervisor in charge of the Fraud Dept. so I could send a written Notice of Billing Error ; they refused saying they couldnt give that info out! I then demanded an email address for the Macys Fraud Unit so I could document the date I notified them of the billing error ; they responded they couldnt receive emails! XXXX promised to notify Macys Fraud Investigations ( Ph : XXXX XXXX XXXX ) of my complaint & he stated that I would receive written acknowledgement of my complaint ( Still not received after 60+ days! ) & a written summary of the results of their investigation of the fraudulent charge ( Nothing received after 60+ days! ) I have made multiple phone calls in attempting to resolve this matter & restore my credit all to no avail. Here is listing of Macys contacts I have made thus far! 

Date Emp. Name Title Phone XX/XX/XXXX XXXX Cust Serv XXXX XXXX XXXX XX/XX/XXXX XXXX  Macys Credit Cust Serv XXXX XXXX XXXX XX/XX/XXXX XXXX Macys Cust Serv XXXX XXXX XXXX XX/XX/XXXX XXXX Macys Fraud Unit XXXX XXXX XXXX XX/XX/XXXX XXXX Cust Serv XXXX XXXX XXXX XX/XX/XXXX XXXX  Citibank Consumer servs XXXX XXXX XXXX ( does Macys billing ) I request that CFPB : 1 ) Help me to obtain a copy of the original XX/XX/XXXX charge receipt for {$58.00} & a detailed accounting of each late charge added to my acct ; 2 ) Help me to obtain a written record of the investigation results in this matter by the Macys Fraud Dept. 
3 ) Assist me in insuring that Macys removes the spurious {$58.00} charge from my acct, notifies the credit bureaus of the error immediately, & issues a refund of the {$160.00} I paid provisionally. 

Thank you, XXXX XXXX XXXX

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