Consumer complaint received 2023-07-24
Company: CITIBANK, N.A.
State: ID
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Fraudulent charges were made on my Home depot Credit Card due to the fact that Home Depot sent out activated credit cards, unknown to me, that apparently someone retrieved, due to the fact that I never received them. 

These transactions took place between XX/XX/2023 and XX/XX/2023 at a variety of Home Depot Stores. The amounts were : {$720.00}, {$640.00}, XXXX, {$2700.00}, and {$10.00}. 

I immediately called and reported the fraudulent charges, not once, but twice, to the customer service number on the back of the card, as soon as I discovered them. I identified each charge that was not authorized by me. I was told that an investigation would follow. 

I provided all the information I had at the time. I identified which charges were fraudulent and also identified that the card number used was not the card I have in my possession. I was told that Home Depot chose to send out additional cards with different account numbers that were tied to my account without my solicitation or knowledge. As I mentioned above, I was never contacted to provide anything additional. I provided all information that was requested of me at that time. 

In addition to the above findings which are not supported by facts, there are other things to consider. 

These additional cards were not solicited by me. I had no knowledge of their existence. They have numbers that are not the account number that I regularly use. They are not the card I use and have used for years, the only card. From my conversations with 2 customer service representatives, Home Depot arbitrarily decided to expose me to fraud by sending out active credit cards that anyone could obtain and use without my knowledge. Even the card number you referenced in you letter is not one that recognize or have ever used or possessed. The single card I have, and the only card I have ever used, and is in my possession ends with... XXXX. 
I have also discovered that Home Depot, without my knowledge, authorized 3 additional cards unknown to me, and never received by me. These are ... ( last 4 digits ) XXXX, XXXX, and XXXX. 

Home Depot Credit, as an investigative body, are privy to more information than I can provide. I assume you have access to the receipts in question, which I have also obtained, that show the location, date, and specific time the purchases were made. I also assume, since Home Depot requires a signature, that you have copies of those, and should be able to compare. I would also think that Home Depot has video of the cashier locations, that you have access to, that could identify the culprits. Have you utilized these things that are at your disposal?

Home Depot also has information as to my purchase history, purchase locations, and types of purchases. Certainly it should be easy to see that the multiple locations, types of purchases, and card used is not consistent with my purchasing pattern, and the needs of a XXXX year old man. These purchased were made at a series of different locations not relative to my resident address or where I typically do business. 

I would think you would also find it suspicious that I purchased this multitude of items not only at several different locations, but did it all in a 5 day period. This seems very consistent with fraud. 

I also filed a police report on XX/XX/2023 with the XXXX XXXX XXXX XXXX. Case # XXXX. I provided them with copies of the receipts for the fraudulent charges which showed location and time of purchase. As of this date the claim is still open. 

Once again, it should be obvious these are fraudulent charges. The fact that Home Depot issued multiple cards in my name, each with a different number, unknown to me, is in itself irresponsible and invites this type of activity.

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