Consumer complaint received 2021-09-29
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/21 I was approved in the Home Depot store in XXXX XXXX California for a consumer credit card. I used the temporary charge pass to purchase at product. The balance owed was XXXX I noticed that my mailing address information was wrong on the screen at the store where I made the purchase. 
I called the number XXXX to correct the address. A representative told me that she could not update my mailing address for 72 hours. I called back on XX/XX/21 when I called I got an automated system which allowed me to pay the balance of XXXX in full with my XXXX XXXX XXXX XXXX XXXX. Then I was able to speak to a representative named XXXX who told me that she could not update my mailing address until my account had been verified she informed me that I must wait for a phone call or something to come in the mail that would allow me to verify my account. When I told her that I had just payed off the balance of XXXX in full she told me that she was not able to discuss payments with me. 
I gave her my phone number and asked her to make a note to have a representative call me since the address they had for me is wrong and I can not get mail there. 
On XX/XX/21 I called back to see if my account had been verified yet because I noticed in my XXXX XXXX Debit Card statement that the XXXX pending purchase had been replaced with a XXXX payment. I spoke on the phone with XXXX again who was polite but did not resolve my issues. 1. Change address 2.Balance and Payment inquiry. I asked to speak to a supervisor. Then I spoke with XXXX who repeated the info about not being verified and hung up on me. I was polite and respectful but XXXX was very rude to hang up on me without resolving my issue. I called back and explained what was going on to XXXX. 
XXXX was extremely rude to me and began to lecture me about being difficult I decided at that point to file a formal complaint. Currently I have a XXXX debt with the Home Depot Consumer Credit Card And no way of ensuring that my bill will arrive at my correct mailing address. 
Whats more, the credit card itself will be mailed to the wrong address and then be available to someone who is not authorized to use it. 
Secondly I am unable to pay the entire balance and clear the debt. When I made a payment in full only XXXX was deducted from the debt. Therefore since the amount deducted from my payments is not up to me and is arbitrarily determined by the credit card company they could allow the debt to run past the 6 month no interest promotional period and start charging interest. I was treated very rudely on the phone by the customer service representatives and I have no way of clearing the debt. 
I would like to know why my full payment was not accepted. I would like to pay it off and then cancel the account I am completely dissatisfied with the lack of service provided by this company.

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