Consumer complaint received 2019-07-23
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
THD/CBNA refused to acknowledge my previous reports of fraudulent transactions/activity that occurred on my Homedepot Credit Card and my personal bank accounts, as a result of the infamous HOMEDEPOT Data Breach. 
THD/CBNA has violated the FCRA & FDCPA and other banking regulations as THD/CBNA attempted to make unauthorized debits to a closed checking account & my savings account. Because of THD/CBNA security data breach, I have suffered damages in an amount to be determined later. 

Prior to XX/XX/XXXX, my credit card account was never more than 30 days past due. Because of THD/CBNA  data security breach, any payment attempt I or a customer service representative made, the payment source would automatically attempt to debit a closed account and cause NSF fees in the amount of {$35.00} ea. In XX/XX/XXXX, I attempted to make my payment, using my XXXX  ACCT # XXXX. I was never made aware by phone or mail that the payment was returned for reason of NSF and had no clue that the payment did not go through. Then again on XX/XX/XXXX, I attempted to make another payment, again using my XXXX  ACCT # XXXX. ALTHOUGH I selected XXXX  ACCT # XXXX, the payment was debited WITHOUT MY AUTHORIZATION to a closed checking account ( XXXX ACCT # XXXX ). 

On XX/XX/XXXX I called to inquire why the payment was NOT taken from the XXXX  # XXXX. The customer service representative by the name of XXXX acknowledged that this was an issue with the system update that occurred in XXXX of XXXX. The representative explained that many customers accounts were affected where the system changed/named a PREFERRED PAYMENT SOURCE. On XX/XX/XXXX, the agent XXXX manually removed the ( XXXX  XXXX account ending in XXXX ) and " XXXX '' further assured me that she processed a payment for the correct account ( XXXX XXXX  ending in XXXX ). Even when done via phone and by THD/CBNA  agent, XXXX, the XXXX  XXXX acct # XXXX, was charged AGAIN and caused yet another and a grand total of {$100.00} in NSF fees. 

XXXX  XXXX XXXX XXXX concluded that because the checking account was closed several months prior to these transactions, that when THD/CBNA  attempted to debit the checking account and was unsuccessful, THD/CBNA  resent the transaction to pull funds from ANY share ( i, e. savings ) associated with my routing and account number WITHOUT my authorization. ( PLEASE SEE THE EMAIL FROM XXXX  XXXX XXXX Director, XXXX XXXX ( attachment 1 ). 

Because THD/CBNA  inaccurate record keeping and Falsified Statements, this account balance has been disputed by me since on or about XX/XX/XXXX. Attached are some examples of the false statements in it's own THD/CBNA  account payment history. Notice that THD/CBNA  's account payment history falsely shows that a payment was made on XX/XX/XXXX to Acct # XXXX which was to be removed by XXXX ). Notice that I have not used Acct # XXXX since XXXX BECAUSE it was closed ). ( Attachment 2 ) THD/CBNA  payment history further show that a payment attempt processed via phone and by their agent, '' XXXX '' on XX/XX/XXXX, to ( XXXX Acct # XXXX XXXX was returned NSF. This is a false statement for two reasons, and proof of fraudulent record keeping by THD/CBNA  : 1 ) THE XXXX  Acct # XXXX has over-draft protection and it would have been paid. 
2 ) The XXXX  XXXX Acct # XXXX statement shows the RETRY & NSF Fee on XX/XX/XXXX - XX/XX/XXXX. ( Attachment 3 ). 

Despite my many request for THD/CBNA to investigate fraudulent credit card charges, and unwarranted fees, THD/CBNA  continued to proceeded with collecting the disputed balance. 

I have previously received notifications from THD/CBNA  that my personal information was breached and i was offered Credit Monitoring BUT THD/CBNA  did nothing to monitor or even acknowledge fraudulent activity that I alerted them about several times. Ultimately the XXXX  XXXX accounts were closed because THD/CBNA  's relentless attempts to debit ANY account I had with XXXX  XXXX XXXX, the Credit Union advised me to close all accounts completely.

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