Consumer complaint received 2024-09-06 00:00:00
Product: Credit card — General-purpose credit card or charge 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: CA

Complaint narrative:
XXXX. Events on XX/XX/XXXX : a. I received a bill by XXXX Postal Service for charges made on a Macy 's American Express card, last XXXX digits XXXX ( attachment # XXXX ) XXXX I reviewed my personal records of this card and found my documents that this account was CLOSED in XXXX of XXXX ( attachment # XXXX ) XXXX I called the Macy 's credit card number to report fraudulent use of the closed card ( see handwritten notes on attachment # XXXX ) The agent I spoke with CONFIRMED that the account had been closed in XX/XX/XXXX XXXX The agent I spoke with reported that this account was used to make a purchase at a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. 
e. I reported to the agent that I had not reopened this account, so any activity on the closed account was fraudulent. 
XXXX I also reported to the agent that on XX/XX/XXXX, the date of the fraudulent charges, I was not in the state of XXXX XXXX rather, I was at my home in XXXXXXXX XXXX, therefore, I could not have been present to make the fraudulent charge in XXXX XXXX 
The agent said an investigation into the fraudulent reopening of the account and the fraudulent charge would be opened. 

XXXX. Events on XX/XX/XXXX : a. I received a letter dated XX/XX/XXXX, from Macy 's confirming that this account was already closed, but that I was still responsible for paying the balance on the card ( attachment # XXXX ). 
b. I called Macy 's again on XX/XX/XXXX, explained the whole situation to this agent and asked if there was still a balance owed on this account. 
c. The agent confirmed that there was still an outstanding balance that I was responsible to pay. 
d. I disputed my responsibility for paying the balance for the fraudulent charge. 
e. The agent said they would " check '' on the fraudulent charge and they would call me on the phone the next day with updates on this fraudulent charge. 

XXXX. Events on XX/XX/XXXX : a. I had not received a phone call on XX/XX/XXXX, so I called again to check on the status of the investigation. I explained the whole situation again to yet another agent. The agent provided a XXXX XXXX XXXX # XXXX and said this was " under investigation '' ( see handwritten notes on attachment # XXXX ) XXXX. Events on XX/XX/XXXX : a. I received XXXX communications from Macy 's XXXX XXXX Department, both dated XX/XX/XXXX. 
b. XXXX letter confirmed that they were closing the reported, fraudulent account ( even though a prior letter dated XX/XX/XXXX, already confirmed that the account was closed ) and that the fraudulent activity was being investigated ( see attachment # XXXX ). 
c. The second letter, also dated XX/XX/XXXX, said that they received the fraud claim and the fraudulent account was being investigated ( see attachment # XXXX ). 

XXXX, Events on XX/XX/XXXX : a. I received a letter from Macy 's XXXX XXXX Department dated XX/XX/XXXX ( see attachment # XXXX ), stating that they had completed the investigation and they determined that I am still responsible for the charges on the account. They stated their decision was based on the following : -I received benefit from the disputed charges -The facts and/or information received as part of the investigation did not substantiate the claim of unauthorized use -The investigation was conducted with information that I provided about the dispute and that information wasn't enough to support my claim XXXX I call Macy 's again and explained the situation to yet another agent. I explained that I had only been asked to verbally report my information about the account and charges, I had never been asked to provide any documentation, etc. to support my case. 
XXXX I asked the agent what form of " evidence '' I needed to provide and how I should provide this evidence. 
d. The agent provided an email address XXXX and said I could send supporting documents to this email and the investigation would be reopened. 
e. I requested my current credit reports from XXXX, XXXX, and XXXX on XX/XX/XXXX. 
f. XXXX of the XXXX credit reports, XXXX and XXXX, showed this account closed as of XX/XX/XXXX and not reopened since ( see attachments # XXXX and # XXXX ). XXXX did not show this account history ( file not included ). These credit reports supported that I had closed this account in XXXX and had not reopened the account, therefore, any reopening or use of the account is fraudulent. 
XXXX I searched a current, open credit card that I use, a XXXXXXXX XXXX XXXX XXXX XXXXXXXX and identified a charge located in XXXX on XX/XX/XXXX, the same date at the fraudulent charge was made in XXXX XXXX  as evidence that I was not in XXXX XXXX  on the date of the charge, rather, I was in XXXX so I could not have made this charge ( see attachment # XXXX ). 
h. I sent a description of the events and these supporting documents as evidence to the email provided on XX/XX/XXXX ( see attachment # XXXX with record of email communications ). 

XXXX. Events on XX/XX/XXXX : a. I received a letter from Macy 's XXXX XXXX Department dated XX/XX/XXXX ( see attachment # XXXX ), that was EXACTLY the same as the letter I received on XX/XX/XXXX, reporting that the case was not resolved in my favor. I also received a new billing statement for the disputed charges ( see attachment # XXXX ). 
b. I called again on XX/XX/XXXX, to find out why my case was not resolved in my favor in light of the documents I had sent on XX/XX/XXXX. 
c. I explained the entire situation to yet another agent on XX/XX/XXXX. The confirmed that the documents had been received by email, and they were " unsure '' why the case had been closed. 
d. The agent asked me several questions about the account and the disputed charge : -did I have knowledge of this account? Answer : My only knowledge of this account is that it was closed in XXXX. 
-did I allow anyone else to reopen or use this account? Answer : NO, no one else was authorized to reopen or use this account. 
-did I have knowledge of the purchased being disputed? Answer : my only knowledge of the charge was the billing statement I received on XX/XX/XXXX, and the information I obtained through multiple phone calls to Macy 's that the charge was made on XX/XX/XXXX, at a XXXX XXXX in XXXX XXXX, XXXX XXXX, while I was in XXXX on this date. 
e. The agent said they would reopen a new investigation. 
f. I asked for the new XXXX number. 
g. The agent gave me EXACTLY the same Case number : XXXX. 
h. I informed the agent that this was NOT a new XXXX number. 
i. The agent said they did not know why the case number was the same, but that I should be assured, the case was reopened and being investigated. 

XXXX. Events on XX/XX/XXXX : a. I received a letter from Macy 's XXXX XXXX Department dated XX/XX/XXXX ( see attachment # XXXX ), that was EXACTLY the same as the letters dated XX/XX/XXXX, and XX/XX/XXXX, stating that the investigation was closed, the investigation was not resolved in my favor, and I am still responsible for the disputed charges. 

XXXX. Events on XX/XX/XXXX : a. I went online to the Federal Trade Commission to report this case. 
XXXX I was directed to report this case to the Consumer Financial Protection Bureau ( CFPB ) XXXX This report and all supporting documents have been submitted online, XX/XX/XXXX. 

The resolution I request is that I not be held accountable/responsible for the fraudulent charges made on the account on XX/XX/XXXX. 

My evidence : -According to my current XXXX XXXX, this account was closed and never reopened as of XXXX. 
-No other person was authorized by me to reopen or use this account. 
-I have NO knowledge or evidence of reopening or using this account. 
-I was not physically in the state of XXXX XXXX XXXX XX/XX/XXXX, the date of the disputed charge, I was in 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