Consumer complaint received 2019-01-05
Company: CITIBANK, N.A.
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
On XX/XX/2018 I became aware that my Identity was being used to open and attain credit card accounts through the " XXXX '' service. 
On XX/XX/2018 I went to a post office explaining that I was a victim of identity theft and I needed to change my address. With I.D . in hand I handed over the appropriate address change card. 
A result of my change of address was the suspect was notified by procedure via the mail that I was changing my address. XXXX XXXX XXXX then changed my address when the USPS sent notification to the address, she is residing in. Potentially receiving mail sent to me on the dispute, called The Home Depot and was permitted to put a password on the accounts thus locking me out. 
XX/XX/2018 Filed an Identity Theft with the FTC and have report # XXXX On XX/XX/2018 I called Home Depot/CITIBANK at XXXX, at XXXX XXXX  for 47 minutes 23 seconds, first I spoke to a XXXX who transferred me to the FRAUD Department. A XXXX then communicated with me and gave me a direct telephone line for Dispute/Fraud XXXX. 
I informed her that my identity was stolen and fraudulent accounts had been opened in my name. Due to my belief that I knew who was doing the actions against me, she confirmed with me that the address for the billing was XXXX XXXX XXXX XXXX XXXX Illinois. I had an account previously and she compared the signatures and said that are not the same in the recent transactions, she said they were bad. 
I was told the accounts were being paid by an account ending in XXXX. 
I went through and completed the address change and phone number notification. 
I was told the old card would be cancelled and a new card would be sent my way via the mail. 
XX/XX/2018 At the changed address that I had given ( XXXX XXXX XXXX XXXX ) I received letter regarding my fraud claim, the issue was under investigation for ACCOUNT # XXXX XXXX XXXX XXXX. 
On XX/XX/2018 The suspect opened a PO Box in her name and placed my name as a user in her local facility, then proceeded to go to another Post Office and re-change my address to her post office box. The Post Office did not notify me of this change to my mail delivery, which my dispute mail was then sent, opened by her giving her notification of my claim of identity theft. I believe this is how, due to the alert, that she contacted the bank and put 'Password Protection ' on the account. Thus locking me out so the bank no longer would associate with me. No correspondence was sent to the address that I provided on my initial call on XX/XX/2018.

On XX/XX/2018 I was told of the fraudulent address change by the USPS that occurred XX/XX/2018, and that is where my mail has been going.

On XX/XX/2018 I was in contact with the XXXX XXXX XXXX, received my first case number from them, I have multiple case numbers now, XXXX, XXXX, and Reference # XXXX. 
XX/XX/2018 I received mail in XXXX for an ACCOUNT # XXXX XXXX XXXX XXXX stating I had a balance of {$600.00}. Some different account than was being investigated in previous letter. 
XX/XX/2018 On the fraud phone line a XXXX could not access my account due to it was PASSWORD PROTECTED now.. 
I had become aware of another ACCOUNT # XXXX XXXX XXXX XXXX with Home Depot was in my name. 
XX/XX/2018 I went to store # XXXX, XXXX with multiple forms of ID to show the store Operations manager XXXX XXXX so as to get past the password protection via a store phone call to the Fraud/Accounts department. The credit card replacement was no longer valid that they had sent me, and another was issued to the account holder. 
XX/XX/2018 Home Depot Store # XXXX, XXXX, Assistant store manager XXXX called security operations XXXX, a phone call that lasted 1 hour and 25 minutes. I was transferred to a XXXX from CITIBANK, I gave her details on this problem, told her who the perpetrator was, confirmed my address, e-mail and phone number. 
I was given a CLAIM # XXXX, suggested to fill out a Security Affidavit from the CITI website, which I did and faxed to XXXX. 
XX/XX/2018 I received forwarded mail from The Home Depot to a post office box in XXXX that I had no part of. 
XX/XX/2018I filled out a Complaint Referral Form through the FBI Internet Crime Complaint Center, IC3.

XX/XX/2018 I filled out and faxed an Identity Theft Affidavit # XXXX from the IRS along with a total package of faxed sheets of 27 pages to XXXX. 
I believe The Home Depot continues to contact the suspect to circumvent my efforts to protect myself and resolve this disturbing and tremendous time-consuming issue.

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