Consumer complaint received 2023-05-04
Company: CITIBANK, N.A.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
I have been locked out of my Home Depot credit card website and app. When I try to access them it says : " Access Denied '' and that I do not have permission to access the server. I have approximately 15 promotional offers with this credit card with the oldest one set to expire on XX/XX/XXXX. Note that it is now Thur XX/XX/XXXX so that deadline has passed. 

On XX/XX/XXXX I contacted Home Depot Credit Card Customer Care at ( XXXX ) XXXX. In a 15 min, 12 sec phone call the Customer Care Representative failed to provide me and give me access to my credit card information. She did offer to send me a complete transcript of my credit card transactions. I specifically asked for a listing of transactions SINCE MY MOST RECENT CREDIT CARD STATEMENT which was approximately on XX/XX/XXXX. 

She said it would take approximately 7 to 10 business days to receive this information. I received a package from Home Depot Credit Card on Wed XX/XX/XXXX, a day after the first promotion set to expire. This package contained a copy of all my credit card statements dating back to XX/XX/XXXX. It did not include what I specifically asked for, namely : 1 ) Did I pay off the full balance of the promotion that expired on XX/XX/XXXX XXXX ) How was my most recent transactions allocated across all of the promotions I have running concurrently XXXX ) What is the current state of my promotional balances as of XX/XX/XXXX XXXX ) What is the payment reversal which occurred in the past few weeks or so? 

On XX/XX/XXXX I paid {$15.00} to XXXX, a consumer advocacy organization. Within a few days I received a phone call from XXXX who stated that she was with the Home Depot Executive Escalation department. I attempted to explain my greivances with Home Depot and it's credit card ( approximately 20 ) and she did not provide me any source of resolution. She stated that any Home Depot Credit Card issues had to be addressed to Citibank. When I contacted Citibank they stated that they are just a " money collection '' department and that any promotional balances had to be discussed with Home Depot directly. 

I have made the following phone calls in an effort to get this resolved : XX/XX/XXXX XXXX am outgoing call of 10 min, 15 sec XX/XX/XXXX XXXX XXXX  outgoing call of 6 min 16 sec XX/XX/XXXX XXXX XXXX outgoing call of 6 min 35 sec XX/XX/XXXX XXXX XXXX  outgoing call of 20 min, 22 sec XX/XX/XXXX XXXX XXXX outgoing call of 13 miin 9 sec XX/XX/XXXX XXXXXXXX XXXX outgoing call of 1 min 53 sec The package I received on XX/XX/XXXX did not include the recent transactions since my last bill. I once again contacted Home Depot Credit Card services on XX/XX/XXXX and the Customer Service Rep told me I have a promotional balance of {$110.00} set to expire on XX/XX/XXXX but she was unable to send that to me in writing by email or mail. She attempted to get me access to my Home Depot Credit Card transactions ( include promotional balances ) but was unsuccessful, despite numerous attempts using numerous methods. She referred me to Home Depot Credit Card Tech Support, but I have decided to escalate the issue to the CFPB. 
I have included 16 documents in this complaint, but bear in mind I have many, many additional documents, to include voicemail messages, chat transcripts, screen shots, and phone call recordings. But being a respectful person I have decided not to include them in this complaint at this time as I do not wish to over burden Home Depot Credit Card Services. I can and will include this additional documents and files at a later date.

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