Consumer complaint received 2015-12-07
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Issue: Billing disputes

Complaint:
My Macy 's credit card information was stolen and fraudulently used to make unauthorized purchases using XXXX XXXX account and in Macy 's stores in the state of New York from XXXX/XXXX/15 to XXXX/XXXX/15 ( XXXX card with XXXX lines of credit ). I live in Florida and never went to locations in question. Prior to the incident I had a {$0.00} balance on both accounts. Macy 's American Express first informed me of suspicious activity on XXXX/XXXX/15. As soon as I saw their email I called Macy 's Customer Service on XXXX/XXXX/15 to report the identity theft and dispute the charges totaling {$1500.00} on both accounts ( XXXX XXXX and store ). While the XXXX charges of {$180.00} were initially adjusted, Macy 's refused to acknowledge the store charges of {$1300.00} as fraudulent. Since then I called several times and talked to several agents, but every time the agent was surprised to hear that I dispute the store charges as well. Then the agent would take my information again, tell me not to worry and that the investigation is in process. The Macy 's AmEx sent me a form to fill out which I did for both accounts and sent back on XXXX/XXXX/15 with a copy of my driver 's license. When I called again I was told the XXXX charges were adjusted pending investigation but the fraudulent Macy 's store charges remained untouched with late fees piling up. Finally, on XXXX/XXXX/15 I was told by an agent that I was supposed to fill out a separate form for Macy 's account which I finally received on XXXX/XXXX/15. I filled it out and sent back with a copy of my driver 's license with my signature per certified mail on XXXX/XXXX/15. In the meanwhile I received a letter from Macy 's dated XXXX/XXXX/15 stating that I DID NOT REPORT my card stolen and that it was a valid charge. They sent me a copy of the store receipt with clearly different and illegible signature for XXXX of the disputed charges. I sent XXXX certified letters to Macy 's Department Stores XXXX in Ohio ( as instructed on the back side of the statements ) on XXXX/XXXX/15 and XXXX/XXXX/15. On XXXX/XXXX/15 I received a call from Macy 's stating that I am delinquent on my account. I called back on XXXX/XXXX/15 and talked to agents XXXX and XXXX ( ID # XXXX ) to ask for the case number. They said I have no case number and that I still have XXXX XXXX and store charges on my account. The call was dropped. I called back and asked for the case number again. I was put on hold for over XXXX min. Finally I talked to agent XXXX ID # XXXX and asked again for the case number. She was again surprised that I dispute the XXXX and store charges and said she " is looking for the case number and can not find it ''. She put me on hold again. Then she said I have a balance of {$2600.00} on my XXXX XXXX account! ( The initial disputed XXXX account balance was {$180.00} ). I asked to tell me where this number comes from. She said she can not give me this information. She has to talk to the supervisor whom she can not reach. On this day I was on the phone for XXXX hours and XXXX min mostly on hold and waiting for a supervisor to get me my case number. I was not connected to the supervisor and was told I do not have a case number. At this point I do not know how to deal with Macy 's as its representatives lie, change facts, refuse to talk and acknowledge my fraud claim and that my credit card information was stolen. I feel that Macy 's is involved in willful unfair business practices.

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