Consumer complaint received 2021-07-01
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid 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:
Hello, Earlier this year ( XXXX or XXXX ) I ordered a replacement Home Depot Commerical Pro Account card because mine was broken from overuse. However, the replacement card never arrived ; instead I began seeing fraudulent charges appear on my card statements, for about {$10000.00}. I realized someone intercepted the mail and began to use the card fraudulently. 

Immediately upon receiving the statement with the fraudulent charges I called Home Depot Customer Support to report the charges. The call went very well, and I was told there was no problem, I would not be held responsible for the charges. 

However, since then I have received an *unending* flurry of letters and statements from Home Depot claiming I owe them for the charges. I have literally called their Security Operations Department 25 times since then to clear this up. Each time I call, the amount I supposedly owe changes ( sometimes it is a credit for thousands of dollars ), and each time I am told not to worry, it will all be cleared up. There have now been at least two separate investigations opened and closed regarding my card ( s ), which for some moronic reason Home Depot did not close upon first hearing about the fraud. However, I have never been allowed to speak directly to an investigator and despite multiple pleas they refuse to call me directly. 

The most recent call I made with them was XX/XX/2021. I recently began to make notes of my calls because I began to realize they may not ever resolve this and I will need a paper trail to protect myself. 

On Monday XX/XX/2021 I received a call from Citibank attempting to collect on behalf of Home Depot for a $ 3000+ outstanding amount I was told I owe them. I explained the situation to them, however they refused to communicate directly with Home Depot to clear this up saying they " can't do that ''. They made a note that the charges are fraud but could not assure me anything going forward.

This situation is like being in a horror movie, where no matter what I do, I just sink deeper into the Abyss. I had had my Home Depot card for 8 years and paid every month except ONE completely and on time, and since the fraud occurred I have done everything totally right to try and resolve the situation and protect myself. However nothing has helped and the situation has now devolved into a situation where I am literally being harrassed by this evil company and its bank on a weekly basis with letters and phone calls. In spite of all my actions and time spent on trying to clear this up it just continues to get worse and more frustrating. 

Above all I am terrified Home Depot/Citibank will ding my credit score, which is very serious to me and could lead to terrible financial consequences for me personally.

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