Consumer complaint received 2023-12-12
Company: CITIBANK, N.A.
State: IL
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:
Dear officer, Hi, I am complaining to Citibank regarding my Home Depot Consumer Credit Card. I opened the Home Depot Consumer Credit Card in XXXX. On XX/XX/XXXX, The Home Depot Credit Card Company called me and informed me of my past due balance of {$2400.00}, and I reported those transactions were unauthorized use and fraudulent purchases. I told them I had not used my Home Depot Credit Card since this year. They canceled all the amounts from my Home Depot Credit card account on XX/XX/XXXX. But on XX/XX/XXXX, Citibank put back {$2400.00} in my account and sent me a new statement in XXXX. I have contacted the XXXX XXXX Department to dispute the fraudulent charges each month since XXXX. 

In XXXX, when I called the XXXX XXXX Department, the representative told me all the items with those purchases were sent to my home address, but when I asked for the address, she refused to tell me. Later, I called the XXXX XXXX Department again, another representative told me an address I didnt know, I told her that since XXXX until now I only lived at XXXX different addresses which were : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  The lady told me I could provide a copy of my driver 's license with my signature, and fax this document to XXXX. On XX/XX/XXXX, I went to the Police Office Department to file a fraud report, and I faxed a copy of my driver 's license with my signature and the receipt of the police report to the Citibank XXXX XXXX Department. Later, they sent me a notice letter telling me they reviewed that and determined that I was responsible for the charges since it wasnt enough to support my fraud claim. I tried to contact the XXXX XXXX Department many times but they told me they were not going to reopen my case but gave me the phone number of the Citi XXXX XXXX XXXX  XXXX. 

On XX/XX/XXXX, I called the Citi XXXX XXXX XXXX, I reported what happened to me about my Home Depot Consumer Credit Card fraudulent purchase, and the lady helped me open a case for investigation. On XX/XX/XXXX, the Citi XXXX XXXX XXXX responded to me that they believed I was responsible for the transactions because my name was listed on the purchase, I indicated the card was in my possession, and a coupon was used on one of the purchases, all the ordered items were picked up in the store, and their records reflect the address on my account has never been changed. On XX/XX/XXXX, I tried to call the Citi XXXX XXXX XXXX for almost 1 hour in the morning, but nobody picked up the phone. Finally, I called the Home Depot Credit Services Department and they transferred me to the XXXX XXXX Department. I explained to them that somebody stole my credit card information and of course, they would use my name to purchase. The statement was sent to my old address, and the full account number was present on the statement bill, too. So thats why my name was listed on the purchase, and the coupon was easy to find on the statement or other advertisement. I asked them how they investigate since in XXXX they told me all the items were sent to my home address, but when I provided the documents to show that it was not my home address where the items were sent, they told me all the orders were picked up in the stores. The investigation results were totally inconsistent. However, I told them those Home Depot stores I had never been to, which were located in XXXX XXXX XXXX XXXX XXXX XXXX XXXX As a three-kids working mother, on XX/XX/XXXX, which was a weekend, I had to stay at home and take care of my kids. I told them I couldn't pick up the items in stores since I had to work from XX/XX/XXXX to XXXX. And I asked the representative when that person picked up the items in stores, was asked to provide ID or phone number to verify my identity. The representative responded she didnt know. I told her they could check the stores camera since I had never been to those places. Since the Citi XXXX XXXX XXXX responded that their records reflect the address on my account has never been changed, I told them I asked the representative to change my address from my home address to my current home address in XX/XX/XXXX after I was aware of fraudulent purchases on my account. 

In addition, the total amount of fraudulent purchases was {$2400.00}, of which {$810.00} was being made in the Home Depot in XXXX XXXX  on XX/XX/XXXX ; {$1000.00} was charged in the Home Depot XXXXXXXX XXXX on XX/XX/XXXX ; {$17.00} was charged in the Home Depot XXXXXXXX XXXX on XX/XX/XXXX, {$310.00} & {$210.00} were charged at homedepot.com on XX/XX/XXXX, and {$13.00} was charged at homedepot.com on XX/XX/XXXX. 

Unfortunately, Citibank has declined my request to reopen my case to investigate and asked me to pay the fraudulent purchase charges even though I tried my best to show my account was used to make fraudulent purchases for more than half a year. I think that is not fair to me, I am the victim of credit card fraud and was told I am responsible for the charges. Citibanks investigation results were so inconsistent and confusing such as telling me all the ordered items were sent to my home address at the beginning, but changing to all the ordered items that were picked up in the store recently time. Even though when I provided my documents they only responded with simple words Based on our review, we have determined that you are responsible for the charges in question. With the information we had, it wasnt enough to support your claim and resolve the dispute in your favor. How can the rights and interests of consumers be protected? As a result, this credit fraud has disturbed my personal life for a long time and made me feel stressed and troubled. I dont want to pay for any fraudulent purchases that were unauthorized use. I believe that I am not responsible for paying any unauthorized fraudulent purchases. 

Thank you for your patience and understanding. Appreciate it! Happy holiday!

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