Consumer complaint received 2023-05-30
Company: CITIBANK, N.A.
State: NY
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:
On XX/XX/2022 I received a text message on my cell phone, asking me if I made a purchase with my Home Depot credit card account/Citibank . I immediately responded no to the text message. Shortly after that I received another text message asking me if I made another purchase and I replied no immediately as well. I called the number that they prompted me to call immediately to let them know that it was not me using the card. I also informed them that I did not use the card on hand, which was expired nor did I authorize or give the card to anyone else to use. During the time that my card was used, I was physically at work, working as a XXXX  Night Shift. They informed me that they will remove the charges and open a file for dispute and do an investigation and get back to me.. two months later I received a letter on XX/XX/2022, stating that they reapplied the balance plus interest to my account and I am now responsible to pay this amount. They did not provide any proof, No camera footage, no sales copy receipt/signed nor did they care that my card was expired and I could not use it. They also did not care the fact that I had never received a replacement card or activated it. They said that the investigation shows that the purchase was used with a physical card and as a result, it must be me that used it and therefore I am responsible. Since then, I submitted them all documents, proving that it was impossible for me to purchase using my card at that time of date being that I was in a different town an hour and a half away from the purchase location ; at same time I was physically at work ( I supplied them the necessary paperwork from my employer, confirming my presence at work ). In addition, I supplied in the copy of the card that shows clearly the credit card I had on hand which was expired at time of purchase. In addition they requested that I submit copies of my passport with signature to prove if it was my signature on the sales receipt which they told me that they can not let me see the sales receipt or signature that was signed on sales receipt or look at the footage from the cash register. I filled out a police report as well as identity theft report and have gotten nowhere with Citibank/Home Depot credit services . They are insisting I pay for charges plus interest for purchasesI did not use. I spoke to Home Depot manager in person and they confirmed that multiple reports of fraudulent purchases were done to their customers. She stated that now they have all types of way to duplicate a card or take credit cards mailed to customers by stealing their mail. They advise me to get in touch with the fraud department at Citibank and sending all the paperwork disputing charges.. I did send in certified letters disputing the charges to Citibank fraud department supervisor name, XXXX but she keeps on sending letters and over telephone telling me that I am responsible for these charges. I am outraged and horrified how they are insisting on innocent customer who is a victim of identity, theft and fraud be held responsible for purchases she did not purchase. I am also horrified and appalled how Citibank is handling this dispute from a loyal good standing customer very unprofessional. Citibank is attempting to make me a responsible without any proof or proper investigation.. I am kindly requesting that Justice should be served, and I should be credited for all the fees that incurred as a result of these fraudulent purchases and interest that they insist on charging every month. They also refuse to close my account and keep on charging late payments and interest even though they refuse to close my account.

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 explanation