Consumer complaint received 2025-06-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
My Macys XXXX credit card account was compromised by fraud on XX/XX/XXXX. I was unaware of the fraudulent charge as the account had a XXXX balance. 

In XX/XX/XXXX, I attempted to use the card and was unable to access my account. Macys required me to pay {$34.00} just to access my account. After paying, I was informed the charge was fraudulent. 

Macys assured me the account would be corrected and my credit report would be fixed. Macys closed the original account and opened a new account for me, which I did not use. 

The original account had been open for 28 years and 10 months. Despite my excellent customer history, I received no outreach or effort to assist me or restore the account properly. 

Additionally, Macys reported the account as closed by credit grantor, which is negative and inaccurate. It should reflect that the closure was due to confirmed fraud, and not imply negative customer behavior. 

In XX/XX/XXXX, after reviewing my credit report, I discovered that the fraudulent charge and inaccurate late payment reporting had not been corrected as promised. I contacted Macys to follow up. The agent acknowledged the charge was fraudulent and promised the reporting would be corrected and that a letter would be sent. No letter was received. 

In XX/XX/XXXX, I contacted Macys again. The agent again acknowledged the error, promised the reporting would be corrected, and promised a letter. No letter was received. 

While waiting for the promised letter, I submitted disputes to all three credit bureaus. XXXX  removed the negative reporting. XXXX  and XXXX  refused to correct, based on Macys continuing to report inaccurate information. 

On XX/XX/XXXX, I contacted Macys again to ask why they were continuing to report confirmed fraudulent information and refusing to remove it. I asked to speak to a manager or supervisor, but was refused. The representative kept insisting on transferring me to the escalations department, which I declined, as I specifically requested to speak to someone in authority. I was refused proper escalation. 

Through an internal review with Citigroup, a payment partner of Macys, I confirmed that Macys notes acknowledged the fraud but that the corrections had not been processed with the credit bureaus. 

It was also confirmed that Macys had not refunded the {$34.00} I was forced to pay in XX/XX/XXXX. In XX/XX/XXXX, a refund request was submitted. As of this time, a credit balance of {$24.00} remains on the closed account, and the refund is still incomplete. 

This case has been ongoing for over two years, despite multiple confirmations from Macys that the account was fraud. My credit report remains harmed. 

I am requesting : 1. Immediate correction of all inaccurate reporting 2. Written confirmation from Macys XXXX that the record has been corrected 3. A copy of internal notes and call records for my account

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