Consumer complaint received 2016-10-28 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
Early XXXX 2016 I had a Macy 's Credit Card with a zero balance and a {$15000.00} credit limit. Macy 's allowed someone to purchase {$14000.00} worth of small leather goods and had them delivered overnight to an address in XXXX. Macy 's allowed someone ( the same person I assume ) to change my name, address, phone number and email address as well and in addition shipped this person a new Macy 's card with a new number. XXXX day after the purchase I received a voicemail from Macy 's credit fraud stating that they thought there had recently been buying activity not normal to my buying patterns and to please contact them. I rarely spend more than {$100.00} per month and then pay the balance in full so I do not have any interest charges. I called them. They sent me an affidavit to fill out stating that the charges were not mine. I filled it out, signed it and sent it back in XXXX 2016. They claim they never sent or received XXXX. I began to get collections calls three times daily. I would speak with collections who would have me call fraud where we would speak up to an hour. Everytime this happened I was assured this matter was taken care of. I read my credit card agreement and saw I had to send a letter telling them to stop calling me. I did that. They continued to call me. My XXXX score went from XXXX ( excellent ) to XXXX within 4 months due to a serious delinquency on XXXX account, Macy 's. When I called again In XXXX I was told that the fraud report had never been submitted. Macy 's would place the now {$16000.00} plus amount on the old card and then switch it to the new card and then back again without ever closing it out so that I always had a delinquency. Fraud even told me that they had to investigate in case it was my bill. I had them send me the receipt was looks like it was made on a smart phone and the signature looks like a XXXX or a XXXX but certainly not my signature which is on file. I told them to look at the affidavit but they had no knowledge of it. The credit agreement said all disputes had to go thru arbitration so I filed with the XXXX XXXX XXXX only to find out that Macy 's had never registered with them. They sent Macy 's and their parent company Citibank and Department Stores Credit several notices to defend as well as a request to either register with them or strike the arbitration cause from all of their agreements immediately. Macy 's only responded that they were aware of the arbitration but never entered an intent to appear. Arbitration had to close the case and told me to take it to the Court XXXX XXXX. I thought I would try CFPB first before suing. My 2 % mortgage is to be renegotiated very soon and while my XXXX score is slowly climbing back up due to my habit of paying before due dates, it only climbs up XXXX points per month. It still has the Macy 's serious delinquency on it and states that it will remain there for 7 years. I doubt I will get up to Excellent credit 's minimum score of XXXX by then and might never see my score of XXXX again. Please help.

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