Consumer complaint received 2025-07-10 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
( XXXX ) fraudulent purchases were made on my account for the sum of {$2100.00}. These rogue items that were purchased bulk for instance the same sweater were ordered ( XXXX ) XXXX ( XXXX ) XXXX at {$390.00} each. I have never purchased anything like this. Then they were shipped to my address in XXXX  which is a XXXX  home. We had left XXXX  on XX/XX/year> and all these shipments started being delivered on XX/XX/XXXX. I was able to identify these fraud purchases quickly and notified Macys to the extent that we filed a fraud investigation and initiated a block shipment and recall from distributions. I spend hours on the telephone working on this with Macys XXXX staff. All but XXXX delivery had been addressed or so I thought. I have had multiple calls to Macys looking for updates and information all stating investigation could take up to XXXX  days. I received multiple letters from XXXX stating they were investigating my case with the last letter stating I was responsible for the costs of these items stating they were shipped to my address. No mention of the fraud purchases, no mention of not holding shipments, no mention of calling back products in transit nothing about Macys failing to hold/stop shipment protocols etc. I have sent detailed accounts of this fact finding and how I did the best I could as a consumer to mitigate these fraudulent purchases to stop this theft for the benefit of myself and Macys. They chose to do nothing and let it happen furthermore chose to do nothing on my behalf as a dedicated customer. I can provide copies of the letters, I can provide phone records of when I called, how many times, Also, i have their tracking information showing how they had clearly plenty of time to stop and recall all their products back into the warehouse and credit my account. 

Below : the last email I sent to the investigations team with no response. 
Case # XXXX Attached you will find a copy of my phone bill detailing the day, time and duration of my call made to the Macy 's XXXX department on XX/XX/XXXX at XXXX citing fraud purchases and opening a claim then transferring my call to the production/warehousing to block shipment of purchases. I have included the detailed tracking of each of the purchases which at the time of the complaint Macy 's and packages in question were still in your warehouse and or not delivered to the identified address of XXXX XXXX XXXX. I was fortunate on XX/XX/XXXX to see an email of this purchase and identify these were not my purchases. 

FYI- XXXX XXXX is a XXXX  home address. ( XXXX ) We had left for XXXX  on XX/XX/XXXX. 

During this call we were able to identify the ( XXXX ) pending delivery 's and place them on a block - documented by your production/warehouse contact person. We spent nearly an hour detailing this to block of shipment to stop the fraud from happening. 
What happened after this call was Macy 's did not block and or contact the shipper on these items with clear tracking identifiers and chose to do nothing. Clearly, Macys did not support me as a long standing customer even when steps had been clearly documented to keep this from happening. I then received a letter from Macys Credit team from XX/XX/XXXX telling me that i was responsible for the charges in question. I do not see how by any means Macys feels that am I am responsible for these purchases when I took the necessary steps to ensure both Macy 's company and I were not victims of a fraud purchases. Clearly, your investigation team did not do they're do diligence to investigate this claim versus just pushing this onto a longtime faithful customer. They just looked at the address and said it was mine. I feel Macy 's is responsible for this lack of managing their own production/shipping protocols to stop or block shipment well within their capability and with enough notice. I do not accept the Macy 's Credit Service Teams findings and ask that you review the failure on Macys behalf to stop/block or recall shipment when clear direction and something as serious as fraud has been identified. 
Respectfully, XXXX XXXX The parcel delivered on XX/XX/XXXX, had already been delivered at this point and I can not dispute. Order # 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