A fraudulent credit card transaction ( XXXX ) was made to my Macy 's account while I was on vacation ( XXXX XXXX ). At this time, my balance was zero. I only use the card at Macy 's and use is sporadic. Due to changes in the Macy 's website I was unable to get online and check the account and had statements received electronically only. In XXXX, I received a new card from Macy 's, but was unable to verify the card due to problems getting online and could not activate the card until I called them. The card was activated, but I was told their was an unpaid balance. Since I had made no charges, I asked for paper statements. I called back to say the charges were fraudulent. I was told the charges would be removed while investigations proceeded and to call back and verify in ten days. Called back and they had no record of this call, so I started over and filled out their forms for fraudulent charges. Got a new card. Ca n't access most portions of the bank website, nor use the card for Macy 's transactions. Talked to tech support who indicated the account was locked. The XXXX statement balance was XXXX due to fees of XXXX the balance was transferred to the new card and the XXXX statement was XXXX. They credited the XXXX and XXXX of the prior interest and fees, and said I owed them XXXX in fees and interest that was not disputed. But these are related to the fraudulent charge. I have called and talked to XXXX individuals and sent XXXX secure messages, and written letter on XXXX XXXX, but they say they will remove these fees but never do. so the account remains locked and the card unusable. I HAVE NOT USED THE CARD SINCE XXXX. THE BALANCE SHOULD BE ZERO. I keep getting different numbers to call, all of whom claim to have fixed the problem but nothing happens. I have missed the holiday sales as a result. 
