Consumer complaint received 2021-04-26
Company: CITIBANK, N.A.
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
On or about XXXX someone called CitiBank ( BestBuy Credit Card ) and claimed they were me and had my address changed on my credit card account to an address in another State which I have no association with. I was alerted to this information on XXXX through XXXX XXXX XXXX ( which is really XXXX XXXX as the change of address had been reported on my credit report. 

I immediately contacted XXXX where we were able to find out the change came through CBNA ( CitiBank ). I then placed a freeze on my credit and contacted CitiBank directly. 

When I spoke with CitiBank I found out the person calling in just used my name and the last four digits of my social security number and was able to change my address. Nothing else was changed ( phone numbers, etc. ). No one at CitiBank ever contacted me through any of the channels provided to them XXXX phone call, txt, or email notification, etc ) regarding the change, nor where any of my three security questions ever asked to the person changing my address. The person I spoke with at CitiBank was able to give me the last 4 digits of the phone number that made the call but was not able to provide the entire number and said I would need to speak with the CitiBank Fraud Investigation Dept on Monday. At the time of this call I also had the address changed back and had new cards issued. 

After I ended the call with CitiBank I immediately locked my credit with all three reporting agencies. While I was examining my XXXX credit report I also saw the change of address and an inquiry from XXXX XXXX  XXXX GA on XXXX that was not related to any credit that I was applying for. I contacted XXXX XXXX and I was given another address in GA XXXX different than thXXXX XXXX on my credit report where this inquiry came through ). There was a phone number for the bank on that inquiry and I believe it belongs to a representative in their XXXX FL office and I called it and left a message on their voice mail. I have not heard back as of yet and will be following-up today. 

This morning I contacted the CitiBank Investigation dept to find out more information and they would not provide anything and were basically not interested in pursuing it any further since as of this date there has been no fraudulent activity on my card. 

In my opinion CitiBank was negligent in their duties to me as their customer for not contacting me to alert me of the change of address. I had to find out through my XXXX XXXX XXXX of the change. It's ironic that CitiBank is the first credit card to deny payment whenever I travel and go to buy a {$10.00} item with my credit card when traveling out-of-state and then immediately send me a fraud alert email or call me. Here my address was changed on my credit card which affected my credit report and I was never contacted!!

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