Consumer complaint received 2021-04-01
Company: CITIBANK, N.A.
State: MA
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 XX/XX/XXXX I, XXXX XXXX XXXX observed an extraordinarily auto payment withdrawal from my XXXXXXXX XXXX Checking Account to The Home Depot Corporation.

The amount withdrawn was much larger than previous auto payment amounts monthly from my Bank Checking account. I then called Home Depot at ( XXXX ) XXXX I called The Home Depot Corporation, I was placed on HOLD for about 25 minutes. Finally an employee stated his name was : XXXX, retrieved my call from being placed on hold. 
I then asked XXXX for his employee Identification or badge number. He gave me employee Identification number ( XXXX ). Upon verifying my date of birth and the last four digits of my Social Security number and my Home Depot account number that ends with I then proceeded my telephone call with XXXX explaining to him that the amount withdrawn using Auto Pay from my Checking account ending in ( XXXX ) was a huge error made by The Home Depot Corporation. 
The Home Depot employee XXXX informed me that I was incorrect WHEN I GAVE HIM MY ACCOUNT NUMBER XXXX informed me that I had another account on file that ended in DIFFERENT NUMBERS What other account you talking or referencing about, I asked? XXXX then disclosed to me that a second account on file ending with the last two digits ( XXXX  ) was opened in the year XXXX and that the last four digits of my Social Security number was used to open that account. I then calmly continued to explain to XXXX XXXX that I have never had, or received an account, nor have I ever opened an account with the Home Depot Corporation ending in account numbers ( XXXX ) in the years XXXX to this day, present time. 
Home Depot employee XXXX informed me that for Security Reasons he could not disclose to me the last four digits of the other account number ending in ( XXXX ) when I had asked him. XXXX informed me that the account on file with the account numbers ending in ( XXXX ) has the same last 4 digits of my Social Security number and that the year of birth on record was year I WAS BORN Employee XXXX then proceeded to ask me if I know an individual who is referenced as XXXX XXXX? I then replied who, he then repeated the name again XXXX XXXX and continued to disclose to myself that she also has the same birth year, last four digits of my social security number ending.I then replied I have never known an individual named XXXX XXXX. 
He, Employee XXXX, was unable able to verify further information pertaining to the account ending in XXXX per policy he stated. XXXX informed me that I should then call the retail/legal support department at XXXX to explain to them about the mishap of The Home Depot Corporations error. At that time I spoke with The Home Depot Corporation employees XXXX, XXXX, XXXX, and XXXX who were unable to identify themselves with any employee Identification numbers when I had asked. 
I requested all statements and receipts pertaining to the fraudulent account ending in ( XXXX  ), As well as the statements for my account number. I was informed that I would have to go to the store locations where I had previously made purchases to obtain the receipts. The Home Depot Corporation then disclosed to me they could only produce two years of receipts and that they can only be obtained physically in the stores. 
On XXXX XXXX I then proceeded to The Home Depot XXXX XXXX XXXX, XXXX, Massachusetts XXXX location and The Home Depot XXXX XXXX XXXX, XXXX, CT XXXX where I then received two years of receipts.

Upon arriving at home I then continued my investigation by looking back at purchases that I had made at the two locations referenced above. I then discovered fraudulent purchases that I have never made or attempted to make at anytime. I then contacted by via telephone to no prevail The Home Depot Corporation to explain the discrepancies. I then physically returned back to the two locations mentioned above to dispute the purchases I never PURCHASED or AUTHORIZED from The Home Depot Corporation locations. I was then assisted by an employee at the The Home Depot Corporation Customer Service Department. While retrieving through the discrepancies the employee stated, We can only obtain two years of receipts because our company, Home Depot had a data breach in the years XXXX and XXXX. Then the employe continued, stating This place is a XXXX XXXX hole, Nobody can ever find anything.

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