Consumer complaint received 2023-08-24
Company: CITIBANK, N.A.
State: MN
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:
In XXXX of this year, I found out that I had been charged a late fee but knew that neither my wife nor I had used our Home Depot card in a long time. I logged in and realized it was for a charge at a Home Depot in South Carolina dated XX/XX/2023 and we live in Minnesota. I disputed the charge. 

I received a letter dated XX/XX/XXXX letting me know that the dispute had been resolved and that they had credited my account and updated my credit report. ( Ive attached this letter to our complaint. ) On XX/XX/XXXX I was also charged an additional late fee. I had no idea why as I had been told that the dispute had been resolved so I starting looking through my statements and realized that when the fraudulent charge was made at the Home Depot in South Carolina the total amount was for {$250.00} but then there had also been a credit for {$34.00} at the same store in South Carolina a day later, XX/XX/2023. 

For some reason when the dispute was resolved I was credited for the total amount but then the credit card company added the {$34.00} back on to my account as a debit even though it was all part of the fraudulent purchase. 

Prior to these fraudulent charges, my account had been at a XXXX balance for a long time so this was not for some previous balance and I have not used the card since so it was for no new purchase. 

My wife first called the Fraud department on XX/XX/XXXX @ XXXX and spoke with a representative for 19 minutes. They said they would make a note in the file and that the investigator would need to go in and update the account and asked her to allow 14 days for this to occur. 

We then got a call from the Collections department and so she called the Fraud department again on XX/XX/XXXX @ XXXX again explaining the issue and that we were getting calls. She was told that they would put a note in the file that this was fraud and ask Collections not to call anymore and that we just needed to allow 14 days for the information to get updated. 

We continued to get calls from Collections weekly if not daily and my wife finally called Collections back on XX/XX/XXXX at XXXX. She told Collections that she was frustrated that they kept calling her and was told by the Fraud department not to make any payments and that this discrepancy would be fixed so didnt understand why they continued to call her. She asked that they stop calling and we havent gotten any phone calls since although we did get a letter that told us they would no longer contact us regarding our late fees.

Weve tried to be patient but after not seeing anything resolved and seeing our credit scores continue to drop over this we are getting very frustrated. Additionally, Citibank ( home depot credit card company ) continues to add on late charges and interest each month. 

On XX/XX/XXXX we wrote a letter to the Home Depot Credit Services, XXXX XXXX XXXX, XXXX XXXX, SD XXXX since that was where the original letter had come from back in XXXX telling us that they had taken care of the fraudulent charges. 

We explained everything that we are explaining again now hoping that someone might respond. We have heard nothing and when I log in to my account it still shows we are past due, and I see nothing that says they have opened the issue back up so that they can fix it. 

I have included a copy of the letter from the Fraud department telling us the issue was resolved, the letter we sent to Home Depot on XX/XX/XXXX as well as a .pdf of all of our statements from XX/XX/2023 to present and a .pdf of specific areas of our statements with notes so you can see exactly what Im referring to.

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