Consumer complaint received 2024-05-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
I am the victim of identity theft, discovered on XX/XX/XXXX through an Identity Theft monitoring membership. On XX/XX/XXXX, I discovered that someone had fraudulently charged {$1000.00} to my Macys account on XX/XX/XXXX. This came about when I discovered fraudulent charges on two other accounts that I have. I reported this to Macys as fraud and was referred to the fraud investigation department. They closed the original account and opened a new account, also issuing a new card. After discovering other fraud against me, I filed a police report with the XXXX XXXX XXXX XXXX ( XXXX # XXXX ) and send copies of all documents/proof of fraud to the detective on my case. I called Macys on XX/XX/XXXX and asked that my account be frozen/locked/blocked and asked if I could put a password on the account so there was no chance of further fraud ( which another company allowed me to do ). They said that was not allowed by their protocol but they said my account was locked. On XX/XX/XXXX, I received a letter from Macys stating that the fraud charges were under investigation and that I did not need to make any payments while this was being investigated. 

On XX/XX/XXXX, I pulled my credit report to do another check for any suspicious activity. I found that another charge ( ( this one for {$810.00} ) had been made to my NEW Macys account on XX/XX/XXXX, but nobody at Macys told me about this charge when I talked to them on XXXX. I called Macys immediately after discovering this and reported this charge as fraud. The person that stole my identity had gone to a different store, did an account look-up, activated the new account using a fake ID and made this additional purchase. I was assured that this would was being added to the current investigation and I would receive a letter to state that. I did not receive a letter. Instead, I started receiving notices demanding payment ( emails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). I called Macys again on XX/XX/XXXX and asked that they stop sending demands for payment since this is part of the fraud investigation. I was told that I would have to wait for the letter and there was nothing more they could do. I received further demands for payment on XX/XX/XXXX and XX/XX/XXXX by email. 

On XX/XX/XXXX, I received a phone call demanding payment on my past due balance. I explained that NO, I was not going to make a payment because these fraud charges were disputed and reported to the fraud investigation department. The woman was very apologetic and said that I they should not be contacting me at all if the charges were reported as fraud. She review my account and said they were never reported to the fraud investigation department. She transferred me to the fraud investigation department. After a XXXX minute phone call, these additional charges were reported under a new fraud investigation and I was given a case number. The man also asked me if I wanted a new account and card. I said absolutely NOT, I do NOT want a new account or card. I said that I would be closing my account once the investigations were complete. He said I would be receiving a letter regarding the disputed charges being actively under investigation. That letter was generated on XX/XX/XXXX and clearly stated that I would not be responsible for the charges while it was being investigated. 

On XX/XX/XXXX, I received an emailed demand for payment on a new amount of {$860.00} under a NEW account number, which I DID NOT AUTHORIZE and was set up anyway. I signed into my account online and discovered that the man I spoke with on XX/XX/XXXX had TRANSFERRED the fraud charges, late fee and interest to a NEW account WHICH I DID NOT AUTHORIZE! I called Macys to inquire as to why this was done and got no real answer. I was told that it would take XXXX business days before the demands for payment would stop. This was day XXXX already, but it was also under a different account number WHICH I DID NOT AUTHORIZE! I continued to get notices demanding payment on this inflated fraud amount on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX twice, XX/XX/XXXX, XX/XX/XXXX. I also received XXXX text messages demanding payment on XX/XX/XXXX and XX/XX/XXXX. 

I received another notice for payment on the morning of XX/XX/XXXX. I called and spoke with another person in customer service since the XXXX XXXX department was closed on a Sunday. She assured me that charges have been referred to the fraud investigation department and gave me the case ID number. I received a second notice demanding payment on the evening of XX/XX/XXXX. I also receive an alert from XXXX of the credit bureaus regarding my Macys account. 

On XX/XX/XXXX, I called XXXX of the credit bureaus to file complaints and dispute the false reports against my credit by Macys. I also contacted my identity theft monitoring company and they advised I call an attorney because this has become clear harassment. I contacted an attorney and also filed a complaint with the Better Business Bureau. I was advised to complete an Identity Theft Victim 's Complaint and Affidavit, which I did and sent to my attorney to be used for further action. My attorney mailed a letter to Macys on XX/XX/XXXX along with a copy of the affidavit. 

I received another letter on XX/XX/XXXX from Macys requesting that I call them as soon as possible to furnish additional information because they are unable to process my inquiry. This is almost 90 days after I began the fraud investigation. I called them and spoke with someone named XXXX. She cleared me with the security questions and reviewed my account as I explained why I was calling. She transferred me to someone named " XXXX '' in the fraud investigation department. I explained to her why I was calling. During this time, she asked if she could unlock my account. I said NO, absolutely NOT. I do NOT want my account unlocked because the person that stole my identity may then be able to make further fraudulent charges. I reiterated this several ways and she just kept saying " yes ma'am '' and " I understand ma'am '' while she continue to type. She then attempted to transfer me to someone else in the fraud investigation department. After about XXXX minutes, she came back on the line and said they would not pick up my call and would not talk to me because my account is locked. I said that doesn't make any sense because I was responding to their letter that asked me to call them with more information. She said they would not talk to me. I expressed my disgust with Macys and said they would be hearing from my lawyer and hung up. 

I received ANOTHER letter on XX/XX/XXXX that was a bit threatening. This letter said that Macys has been trying to contact me by phone unsuccessfully ( which is untrue because both of my numbers have been verified with them ) and that I have 10 days to respond with additional information or they will reinstate all charges, late fees and interest and I will be responsible for all charges. 

I was advised by my attorney to file complaints here and with the attorney general, which I will be doing next. Macys has caused me a lot of additional stress and mental anguish on top of all that I have already experienced due to the identity theft. They are victimizing me as much as the person that stole my identity.

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