Consumer complaint received 2022-07-05
Company: CITIBANK, N.A.
State: MO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX I received a voicemail from XXXX at Home Depot Credit stating they received an application for credit in my name and needed verification. Left a reference number- XXXX. I returned call and told rep. that I had not applied for credit and do not process the application. I advised them that this was fraud. On XX/XX/XXXX I called them back to get more information. I was transferred to Security Operations. I was told that someone went into a store and tried to open my account using my personal identification information. We discussed that I did have an account opened in XXXX that I used to purchase a washing machine and dryer and paid it off in 12 months. It had not been used since that purchase. I asked for my account to be closed and the hard inquiry removed from my XXXX credit report. I advised that I have been a victim of Identity Theft three other times due to an XXXX breach. 

After this I received 2 letters on XX/XX/XXXX from Home Depot both dated XX/XX/XXXX. One acknowledged that they received my fraud complaint, closed my account and were investigating. The second letter thanked me for withdrawing my fraud claim and they were pleased that I was able to resolve the matter. I called Security Operations immediately on XX/XX/XXXX to dispute that I withdrew my fraud complaint. " XXXX '' said that the notes in the file said that I told a rep that the attempt to open my account was " real and valid '' and I withdrew my claim. I adamantly stated that I did not tell anyone this, that this was identity theft and I wanted the inquiry off my credit report. I expressed concern that since all my personal identifiable data was hacked that I wanted precautions added to confirm my identity. I was transferred to a rep to place a password on my account. This rep claimed she could not do that. She also claimed that my account had not been cancelled, and that it was not permanently closed. I called back that same morning to Home Depot Security and spoke to another person who was able to place a security password on my information. I have disputed the hard inquiry ( XX/XX/XXXX ) on my XXXX credit 2 times ( XX/XX/XXXX and XX/XX/XXXX ). I sent XXXX my police report dated XX/XX/XXXX and my FTC report dated XX/XX/XXXX. XXXX will not remove the hard inquiry. The results are as follows : " Inquiries are a factual record of file access and will remain on the XXXX credit file two years from the report date of the inquiry. '' I submitted a personal statement : " The hard inquiry from XXXX is identity theft when a person went to the store and tried to open account in my name using my PII and SSN andXX/XX/XXXXis aware of this as they reached out to me to verify my identity. '' On XX/XX/XXXX I received another letter from Home Depot ( dated XX/XX/XXXX ) stating they completed the investigation regarding my claim that the account was fraudulently opened using personal information. Based on their review they determined that I am responsible for the account and charges based on 3 factors that are untrue and/or not relevant. 1. The information received as part of the investigation does not support the claim that the account was fraudulently opened using personal information- Home Depot called me personally to receive my verification that it was me who applied for credit. I told them it was not me. They told me that someone went into the store claiming to be me. 2. I had knowledge of this debt and my actions indicate the same when I failed to call or question the resulting account or charge- When Home Depot called me, I told them it was not me. I asked if any charges went through, and I was told no. I called repeatedly and spent hours on the phone with them. 3. I remitted payment to them from a valid account- Yes, I did, back in XXXX! I called Security Operations again on XX/XX/XXXX and spoke to " XXXX ''. I was put on hold several times, so he could speak to a manager. I was told my account was closed permanently. I requested again that the hard inquiry be removed and communicated to XXXX as Identity Theft. I told them that I have disputed it twice. XXXX told me that the hard credit inquiry was not something they deal with. They only deal with the actual investigation and I needed to reach out to Home Depot Credit Care as the inquiry was made at the store level. I explained that I was getting the run around, and that no one from Home Depot or their credit agencies wanted to facilitate this process or take responsibility. 

I called HD Customer Care on XX/XX/XXXX, and I was put on hold repeatedly for about XXXX minutes while the rep tried to reach Citibank Security. At XXXX XX/XX/XXXX she asked if she could call me back. I never heard back. I called back on XX/XX/XXXX. This rep put me on hold to talk to a supervisor. I was told that they could not help me with this at all, and I needed to dispute it with XXXX. I had already told her that I have disputed it twice, but Home Depot keeps reporting it as " factual. '' I asked for a supervisor, and she transferred me. The line disconnected.

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