Consumer complaint received 2019-04-26
Company: CITIBANK, N.A.
State: KY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Home Depot failed to provide a legitimate reason to decline my request for a credit line increase, I requested an increase in my credit line, once on XXXX XX/XX/2019, however they declined my request based on Insufficient time since last review. 
I have a fraud alert on my credit report, therefore, Home depot directed me to call their fraud department to verify my identity, I verified my identity on XXXX and XXXX XXXX, however Home depot still refused to provide a response to my request, so I contacted their credit department and because of that they stated that I requested a credit line increase through multiple departments and that is the reason that my credit was declined. 
I contacted Home Depot via electronic means on XXXX XX/XX/2019 to request a credit line increase in the amount of {$13000.00}, the initial notification ( to my personal email ) that I received stated that they would notify me within 24 hours, then I received notification that I would receive a reply within 48 hours. On XXXX, XX/XX/2019, I logged into my account to schedule a payment, and there was an alert that I needed to contact home depot fraud department, which I did on XXXX XX/XX/2019, at which time I was told that the reason for the contact was because I had request an increase in my credit line and I had a fraud alert on my credit, the credit department verified who I was and the call ended. 
On XXXX XX/XX/2019, I still had not received an approval or disapproval regarding my request for an increase in my credit, so I contacted home depot electronically and requested the status of the request, I received correspondence from home depot on XXXX and XXXX XX/XX/2019, informing me to contact the fraud department, I contacted the fraud department on XXXX and XXXX XX/XX/2019, and spoke with Home Depot credit services on XXXX and XXXX XX/XX/2019. I was told on XXXX XX/XX/2019, that they could not verify who I was because the credit report failed to list a phone number that I could be contacted at, I spoke with a supervisor, who sent a code ( XXXX ) to my phone, once she verified who I was, she transferred me to the credit department to complete my request, I talked to someone in the credit department and was placed on hold, in about 3 minutes of being on hold, the phone call disconnected. 
On XXXX XX/XX/2019, I contacted home depot again requesting a response to my credit line increase that I submitted electronically on XXXX XXXX, initially I was told that I was approved, then I was placed on hold, when the clerk came back to the phone, she said that my request was declined, and that I would receive notification in 7-10 business days, later that day, I received an email and a letter that stated my request was declined because of Insufficient time since last review. 
I contacted the number in the correspondence on XXXX XX/XX/2019 for an explanation and was told that because I requested an increase through multiple home depot departments in a short amount of time, my request was denied. I explained to XXXX that I ONLY MADE ONE REQUEST, and that request was on XXXX XX/XX/2019, she said that she would ask if she could obtain approval to override that decision, so she placed me on hold and within 3 minutes of being on hold the phone disconnected. I immediately redialed the number and spoke with XXXX, and explained the situation to her, she stated the same thing XXXX did and placed me on hold to see if she could obtain approval to override the denial, I was on hold for about 3 minutes and the phone was again disconnected. 
I was hung up on 3 different occasions, once on XXXX XX/XX/2019, and twice on XXXX XX/XX/2019, and Home Depot STILL has not provided a valid reason why my request for a credit line increase was denied, I pulled my credit report and verified that each report list a phone number to contact me at, that phone number is XXXX, so when the clerk stated on XXXX XX/XX/2019, that the credit reports failed to list a number to contact me, that statement was false. 

I want home depot to provide me with a legitimate reason to decline my request for a credit line increase.

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