Consumer complaint received 2019-09-25
Company: CITIBANK, N.A.
State: IL
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:
I opened Home Depot Credit Card on XX/XX/2019 as I purchased four ceiling fans in the amount of XXXX after getting XXXX off for opening a new credit card. I made another purchase on XX/XX/2019 in the amount of XXXX for some misc items. After that on XX/XX/2019 at around XXXX XXXX  cst, I received a call from Home Depot Customer Service - phone number XXXX - asking if I tried to make a XXXX purchase and I told her that I didn't make or authorize any purchases and that I have not received my new Home Depot credit card in the mail as of XX/XX/XXXX. She asked me where I lived and how far I was from XXXX - I told her that I live approx 45 miles from XXXX in one of the suburbs and then She said she would close the account due to the fraudulent activity and send me a new card in the mail. 

After that I received the new card in the mail around XX/XX/XXXX and then using the newly received card information I set-up my new home depot credit card account and logged in on XX/XX/2019 to check when my payment was due from the purchases I made in XXXX and to my surprise I saw a charge of XXXX posted on XX/XX/2019 on my credit card account. I tried disputing the charge through my account using dispute button but it showed a message asking to call customer service. So on the same day, XX/XX/XXXX at XXXX XXXX cst I called Home Depot customer service on XXXX to dispute the charge as it was fraudulent and explained the situation about the fraudulent activity that occurred on my account and the customer service representative agreed that she sees that in the system and that it shouldn't be on my account. She asked that I call their Security Operations department on XXXX and they should be able to remove it from my account. On XX/XX/XXXX at XXXX XXXX cst I called Home Depot 's Security Operation Department at XXXX and spoke with a lady and explained the situation with all the fraudulent activity that occurred on my account and that I never received the card in the mail when this took place and also that the customer service person who called me to inform about the fraudulent activity on XX/XX/XXXX said that the credit card was used in XXXX and that I live 45 miles away from XXXX. She said that they will have to investigate the charge and they will let me know the results. After this I checked my account and the charges were reversed and received a letter in the mail stating that I have received credit on my account. 

After that I logged in on XX/XX/XXXX in my account to schedule a payment and saw that the charge that I disputed earlier in the amount of XXXX was posted back on my account on XX/XX/XXXX. So I called the customer service department on XX/XX/XXXX at XXXX XXXX cst on XXXX and asked that why was this charge posted back and that why was I not informed about posting this charge back again on my account - the customer service person apologized and said that I should talk to Security Operations and she was not able to see any comments as to why the charge was posted back. Security operations is open only Mon through Friday between XXXX XXXX to XXXX XXXX  est so she advised I call during business day. I called the security operation on XX/XX/XXXX at XXXX XXXX  cst on XXXX and spoke with a gentleman who advised that the charges were posted back incorrectly as the Investigator didn't investigate it correctly and he will open a ticket for management review. I called back again on XX/XX/XXXX at XXXX XXXX cst on XXXX for the status and spoke with XXXX who verified that he sees the notes in the system of investigation not being completed correctly and that the ticket has been opened for management review. I asked him when I should follow up again for a status and he said in about 7 days. I called today XX/XX/XXXX at XXXX XXXX cst and spoke with XXXX and asked her why was the fraudulent charge posted back on my account and how was it determined that I authorized the charge. She asked if I had the credit card in possession at the time the fraudulent activity took place and I told her no I didn't have possession of the credit card and that I never received it in the mail. She updated the notes in the system and said I will get an answer within 10 days. I also called CFPB and talked to the agent who asked me to mail the dispute letter in writing to Home Depot via certified mail and to file a complain on this website. 


I believe I should not be held liable for the unauthorized charges in the amount of XXXX processed and posted on XX/XX/2019 on the credit card that I never had possession of. This was confirmed by their own customer service department on XX/XX/XXXX when they called me of this fraudulent activity. I had no knowledge of this charge or the status of the card as to whether it was in transit or lost in the mail and was informed about it by Home Depot themselves on XX/XX/XXXX. 

I am just tired of following up and telling this story over and over and again and again for the charge I never authorized nor did I use the credit card as I never received it. I kindly request your intervention in this matter for assistance and resolution. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX

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