Consumer complaint received 2019-10-22
Company: CITIBANK, N.A.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX I made a purchase at Home Depot amounting {$41.00} after a discount for applying for a Home Depot credit card. I discussed with the clerk agent what mail address I should use. I was a XXXX XXXX resident becoming a snow bird in XXXX. We both agreed that it would be best to use my permanent XXXX XXXX address so I would not have to change it with the Credit Card company twice a year and mail would still be forwarded by the XXXX  XXXX   Post office to my XXXX home in time to receive my monthly statements long before payment would be due. I received a letter from HDCS dated XX/XX/XXXX to welcome me that my account had been approved. This letter was addressed to my XXXX XXXX address and forwarded by the post office to my XXXX  winter home. 
Using the purchase receipt I made another purchase at Home Depot on XX/XX/XXXX ( {$150.00} ) and another on XX/XX/XXXX ( {$14.00} ). On XX/XX/XXXX I received a billing statement for {$41.00} that was addressed to my XXXX  XXXX   home address and forwarded by the post office to my XXXX  address. This was paid right away. On XX/XX/XXXX I received a phone text message to Contact Home Depot Credit Services as why they did not receive payment. I called them and had 3 or 4 different conversations some of those calls were made by them. They said I owed for the {$150.00} and {$14.00} and finance charges. I did not get their billing statement because they sent them to my XXXX XXXX address with the envelope stating " DO NOT FORWARD ''. I requested they send a copy of the billing statement to my my XXXX address so I could see the charges but I would only be paying for the for the purchases and not fees. This person said she did not have authority to reduce fees. I asked to talk to her supervisor. Her supervisor said she did not have authority do reduce fees. I asked to talk to someone who had that authority she said there was no one. 
I sent HDCS a letter on XX/XX/XXXX with a check for my purchases ( {$170.00} ) less late charges stating that we both know I do not owe late charges for your intentionally not sending me account statements by having envelopes marked " DO NOT FORWARD ''. The check on both the front note area and top of the endorsement side said '' ACCOUNT PAID IN FULL ''. The check was cashed turning it into a ACH payment so my bank or my bill pay account can not make a copy. I continue receiving statement adding monthly charges. On XX/XX/XXXX I wrote to HDCS requesting my account be closed and they forward to me the agreement I signed when the first purchase was made and a copy of the check dated XX/XX/XXXX. I received a letter that my account will be closed but nothing was said about the check or signed agreement. I continue to get monthly statements with additional monthly fees. I hope you have the ability to correct this for me and prevent it from happening to others. 
One address for HDCS is XXXX XXXX XXXX XXXX, XXXX  XXXX. I believe the actual creditor is Citybank, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX 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 monetary relief