Consumer complaint received 2023-08-02
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I have an active credit card account with Home Depot that Citibank manages that both myself and my wife had individual cards to use ( with separate card numbers ). We have kept a {$0.00} balance in the account since XX/XX/XXXX and on Sunday XX/XX/XXXX i received an automatic text message of fraudulent activity reporting an attempted purchase of {$610.00} on one of the cards. That same night, I logged into my HD account online just to find that there were 19 separate transactions made from XX/XX/XXXX to XX/XX/XXXX with a total of {$5200.00} charged to my account, 9 on one card and 10 on the other ( It appears they were all gift cards ). The next day, Monday XX/XX/XXXX, I called HD-Citibank fraud department to notify and make the report of fraudulent activity and was told that both cards were now cancelled, the dispute of the transactions was going to take a few weeks and that they were going to send me the new cards. I got the new cards in about a week, and when i followed up a couple of weeks later, i was told it was still on investigation. 
In about the third week after the report, I noticed that my account reflected a new balance, {$2200.00}, and that I was refunded for 10 transactions corresponding with one of the cards. After noticing that, i immediately called to ask about the remaining balance, and i was told that whoever made the report initially, reported only those 10 transactions ( not the other 9 ) and then closed both cards. I was reassured that they did a new report and i should get resolution in another 2-3 weeks. From that point on, i have called about 10 times, one hour call each time, every week or so to check the status and its always the same answer : " I see the charges, I dont see a fradulent activity report, i will send it to get it fixed, its done, you should see the charges gone in a few weeks ... '' and nothing has been resolved. I also sent 3 certified letters on XX/XX/XXXX to the different departments and nothing. I did received a letter with date XX/XX/XXXX confirming they received the fraud claim and then another on XX/XX/XXXX date, ( after i send the certified letters ) to inform me that they completed the investigation and that the disputed charges were removed, which is not true. 
It is now XX/XX/XXXX, and my balance is now {$2300.00} with late fees now included, I am getting late payment notices and its now showing up on my credit report as late payment since obviously i have not made any. 
I would like to get this resolved immediately, nobody authorized on the account made any purchases, those are fraudulent transactions and Home Depot - Citibank are not fixing this delicate situation. 
I appreciate your time and support. 

Thank you Concerned Consumer

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