Consumer complaint received 2023-11-29
Company: CITIBANK, N.A.
State: OR
Product: Credit card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In XXXX of XXXX, I opened up a Home Depot/CitiBank credit account to purchase a quartz countertop for my condo. This account/credit card was only opened up to participate in the 24 month XXXXero interest promotion that Home Depot was offering. In doing so, monthly statements were sent paperless and my payment was set on Autopay every month from my checking account. I never carried this card in my wallet, nor was it accessible to any other person at any time. It was always kept in a home safe drawer. This being the case, I did not look at my account balance, fully knowing that there were no other purchases by myself & the balance due was paid every month on auto pay & was strictly for my countertop. I did not use this card at any other time and paid off the balance of {$5900.00} for this countertop in XX/XX/XXXX. Fast Forward to XX/XX/XXXX when I finally looked at my account for final payoff & discovered that there were 3 separate charges that I did not make, or approve, in XXXX of XXXX. ( see attached statements ) These purchases were : XX/XX/XXXX = {$1100.00} - Hardware electrical & lighting XX/XX/XXXX = {$590.00} - Hardware Gift Card Mall Kitchen & Bath Fees XXXX XXXX {$2500.00} - Hardware Gift Card Mall Kitchen & Bath Fees I immediately called Home Depot credit services on XX/XX/XXXX and began the worst 6 months of harassment and support from a Credit Card company that I have ever encountered. This has caused me months of stress, duress, and most importantly has affected my outstanding credit score of XXXX. It is currently in the XXXX- ALL due to this fraud. Upon this discovery, and payoff of what my original balance for my countertop was, I canceled any further auto payment due to the fraudulent charges being the only remaining charges listed. In doing so, late/no payments for what I know to be fraudulent charges is the cause. I did not present my phone logs at the time ( didnt realize at that time that I would need to ) of the initial dispute on XX/XX/XXXX and therefore have been harassed by almost each and every customer support person I have dealt with. I have been called a liar and told that although everyone claims to have my recorded voice approving someone by the name of XXXX on 3 separate purchases, they cant prove it to me. Initially, I was told that I was called 3 times for 3 purchases ( shown above ). These purchases were NOT approved by me, nor did I receive a phone call. I was told that I was a liar by XXXX because my XXXX XXXX XXXX  birth name is XXXX. He does not go by that name, he goes by his middle name and this XXXX  name is only on his birth certificate. I would NEVER approve of anyone by that name knowing it would be fraud as he has no need to go to Home Depot as a college student. After gathering my phone records for those dates - XX/XX/XXXX & XXXX of XXXX and several harassing phone calls by & to Citibank and Home Depot, I finally reached a helpful security advisor named XXXX who gave me an email to send the phone logs. I also included screenshots of the only 2 phone calls whos phone numbers I did not recognize on XX/XX/XXXX or XX/XX/XXXX further showing & proving that I was never called by anyone from Home Depot asking for approval for someone to use my credit card. XXXX said someone would review these logs and get back to me asap. Explaining to her the prior conversation with XXXX, She asked me if I wanted to file/report XXXX, who was extremely rude, harassing, and called me a liar over the phone. I said yes. She was apologetic for that behavior and we ended the call. At this point, I was told by everyone I spoke with that the calls for approval were made to me on the XXXX and XXXX of XX/XX/XXXX and they could not share with me proof of this - only that it sounded like my voice. No proof to me whatsoever. Even though, I had the phone logs from my cell phone number to prove that I did not receive a legitimate call from Home Depot or CitiBank. After a month of not hearing back, I emailed twice after asking for a response. I was on my honeymoon for a month and out of the country so I couldnt call. I finally called the Home Depot Security response number once again and I spoke to someone for 25 minutes once again explaining my claim. I was then redirected to XXXX once again, who claimed to have never spoken with me before. Although I knew this was false, I did not argue that, I just wanted someone to help me. I asked if anyone had looked through my phone logs that I sent by email to XXXX, and she claimed she never saw it. I resent it again to the same email and after back and forth, she THEN changes the day & claims that the actual approval call made by Home Depot to me was actually made on XX/XX/XXXX. This NEW date was NEVER told to me before, it was always stated to be on the days the fraud charges were made on the XXXX and XXXX of XXXX, XXXX. I instantly knew someone was trying to cover this up because # 1 - why would an approval call be made to me AFTER the charges were made? I was able to right then and there prove & back this up as my phone logs that were right for her to see in the email also had XX/XX/XXXX listed- no phone call came in on that day to or from any number that I could not account for. I knew every single number listed that was on that log for XX/XX/XXXX. The discussion went nowhere except further arguing & rudeness by XXXX, so I asked for a call back from a supervisor. So now, at this point, I have been told dates for approval called to me were on a NEW date, not the original stated by all employees prior. Again, they could or would not deliver proof by letting me hear that recording. On XX/XX/XXXX I called once again since I had not received a call back and spoke with XXXX. Explaining my situation once again, he was rude and argumentative claiming this case is closed and I am at fault. I requested a call back from a supervisor knowing I would get nowhere. I was finally called back 3 days later on XX/XX/XXXX. Knowing that this was call would be coming, I answered a call at XXXX XXXX  from XXXX ID # XXXX. Unfortunately after explaining this situation once again, he was instantly very argumentative and claimed for me to be at fault. He also divulged that the approval phone call came into me at XXXX XXXX  on XX/XX/XXXX. The third time this story changed. Again, he could or would not deliver proof by letting me hear that recording. I told him to look at my phone log for that day proving I did not get a call at that time on that day, or any other day. I asked him why would I ever answer a phone call at that time of night and ALSO why would a security team be calling for approval in the middle of the night on a credit card AFTER purchases were made in 2 separate stores by gift cards used with my credit card? He basically called me a liar and said phone records can be altered. He then told me that emails are never accepted for proof. Why was I directed this way before? After much frustration I asked what else can I do besides SUE, he gave me this address to the XXXX. NOT ONE single CitiBank Or Home Depot support employee has ever mentioned this, EVER. He THEN proceeded to threaten me for mentioning this. I have proof of my phone logs, screenshots of the fraud/spam numbers that are the only 2 calls unaccounted for on the days. Also, the monthly statements showing the fraudulent charges were made by GIFT CARDS- which are easily accessed and used fraudulently.

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 non-monetary relief