Consumer complaint received 2020-07-09
Company: CITIBANK, N.A.
State: AZ
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:
The History : Back on XX/XX/XXXX, someone fraudulently charged my Office Depot credit card. Not having used it for a year, I was unaware of it until I suddenly got an email with a bill due alert. As soon as I got the alert I logged into my account and found three fraudulent charges, most were for {$200.00} gift cards.

I contacted Office Depot and had spoken to the fraud department, but they did nothing. I repeatedly tried to contact them. I also filed an online police report with the city where the bill showed the store where it had been charged, and even talked to the detective. 

Office Depot closed the old card and issued a new one, but It turned out they simply transferred the fraudulent balance from the old card to the new card. 

Over this time trying to get it all resolved, my account kept showing a balance of {$660.00}, only now it started going up, due to accruing interest and finance charges. I very was scared it would get turned over to collections! ( My only fault was I didn't check my card account balance, because I hadn't used it in a year! ) Some months later, I finally got a correct phone number for someone in Office Depot 's fraud division who said the case had been closed, and they reopened it. Still, the ever-increasing balance remained. 
They closed the new card and transferred the balance to the old card ( XXXX ) that is still showing in my name. 
I tried contacting various people within Office Depot, consumer advocates, and Citibank, and one person suggested I contact the FTC, but the link was actually for the Consumer Financial Protection Bureau, so I opened a case. 

After that, Office Depot issued a letter addressing my complaint, concerning the fraudulent charges on my account. See the case number below. It should not be closed, as they have not done what the letter said they would do. 

CPFB Case # XXXX, Citi Reference Number : XXXX Although the letter they sent addressed the issue ( which I see at the top of their letter concerns card number XXXX which had been closed ), they still have not taken the actions they claimed that they would as far as card XXXX which is showing up in the account as being current. I was waiting for the next billing period, in which they said the amount would be set to XXXX due to the credit. Quite the contrary, the new ( " subsequent '' ) billing period just started today, and the same old charges are still showing up saying that I owe a minimum balance of {$56.00} and a total balance of {$660.00}. ( See screenshot. ) The Office Depot Credit Card account was still not credited for the fraudulently charged card 's balance to be reset to zero as promised! 

They limited the access to my online account XXXX, so I can not even download or view a copy of the XX/XX/2020 pdf statement showing the details. ( I can not log into the XXXX account at all. ) I had requested my cards be closed, but I will not feel at ease until I no longer have any balance showing, just like they promised! This issue is not resolved, and the case should not have been closed!

Attached are : 1 ) Office Depot 's XX/XX/XXXX letter saying the issue has been resolved in my favor and a credit was to be issued to the account with the amount being set to zero in the subsequent billing. 

2 ) A screenshot of my account today ( XX/XX/XXXX which is now the subsequent billing period ) with the balance showing on the page as the same old {$660.00} amount, but the billing and statement dates are newly updated. 

I won't rest until they do what they promised and credit my account to reset my balance to XX/XX/XXXX, and I want to see the actual proof of it. 
Only once that is achieved, I want my Office Depot Card accounts completely closed.

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