Consumer complaint received 2020-05-06
Company: CITIBANK, N.A.
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
My problem at this time is that I was mailed a CITI ADD-ON REMEDIATION check for {$350.00} as required by a " class action settlement '' but was out of state for a year and a half and unable to receive the payment. Upon discovering this I proceeded to make an effort to have the check resent. I thought I had the issue resolved when on XX/XX/XXXX I spoke with a customer services representative from Home Depot Credit Services who, after putting me on hold, was able to provide an address and fax # where I could send a copy of the original check, cover letter that came with the check, a copy of one of my Home Depot credit statements, and my fax cover sheet explaining the situation. After faxing the required documentation I waited more than three weeks and decided it was time to call again. 
I have made no less than 10 calls to Home Depot Credit Services and to CITI Bank which each require a lengthy ordeal of going through the automated prompts and navigating a system which no longer includes my credit card account # because it is no longer in the system. When I call Home Depot Credit, they tell me I need to contact CITI. When I call CITI Customer Service they tell me I need to call Home Depot. There is a phone # on the check cover letter which has been disconnected. No one I talk to seems to be aware of this remediation program or how to direct me. 
I have researched the CITI Card Add-On-Remediation and I must say that your agency did get it right. I had been through an equally frustrating ordeal in or around XXXX when I discovered I had been charged {$12.00} or {$15.00} dollars per month for years without my consent or knowledge. At that time I went back and forth between Home Depot and the Credit Card company with each saying the other was who I needed to talk to. When I was told that I had signed up for this " Payment safeguard, Job Loss Protection '' I knew that would make no sense because I am XXXX and would not be eligible to file a claim. I found it humorous when I asked Home Depot to provide proof that I had signed up for this service, they sent me the last page of the credit card agreement which showed nothing but my electronic signature from a cash register receipt. At that time I resolved that although it wasn't right, I needed to take some responsibility for not looking closely enough at my credit card so I chose to move forward and take most of my business to XXXX. 
I am an XXXX employee of the XXXX XXXX XXXX, XXXX XXXX XXXX XXXX and as such am sometimes called away on XXXX for significant periods of time as I was for a year in XXXX XXXX and in XXXX Florida before that. It was during the time that this Remediation check arrived at my home address. Of course the check indicates that it becomes void upon 180 days of issue. 
I have spent hours on this as I did back in XXXX and I have gotten nowhere.Your help will be greatly appreciated. Thank You.

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