Consumer complaint received 2017-01-20
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Billing statement

Complaint:
XXXX/XXXX/XXXX I am a person with a long history of never having a balance on my credit cards - paid in full every month with autopay - and a credit score over XXXX when I do not have multiple credit cards activated. 
Imaging my surprise when my new credit union denied my credit card request. We looked at their database and their was an unrecognized credit card with an unrecognizable Citibank credit card charge. I have never knowingly opened a Citibank credit card!!!! 
Thus began my many month odyssey through unhelpful, disrespectful, phone call transfers, endless holds and wait times and dropped calls, repeating the story ad nauseum, requesting information, being interrogated without getting answers to my questions, excessive attempts to get needed information. 
First call to the phone number the credit union gave me which was Citibank. 
- unhelpful, said that account was closed, and it was with a collection agency, gave me collection agency # - Called collection agency, received no assistance, was told they had closed the account and refused to tell me where it was. 
- Called Citibank back after several weeks of intermittent calls I finally got Citibank to tell me it was a charge from Home Depot ( HD ) and that they would send me statements from the charge so that I could determine whether or not it was a fraudulent charge. I was told I should call them back after I reviewed the information to determine if it was fraudulent or not - Called Home Depot and was told I have XXXX balance and was in good standing. 
It took about one month for statements to arrive from Citibank. 
This is the info I received from Citibank this XXXX week of XXXX XXXX : Statements from Home Depot : - All statements were addressed to a physical address that never receives mail - not my correct mailing address - 1st statement : Payment due date XXXX/XXXX/XXXX - Last Statement amount more than triple original amount From my determination this was likely a purchase I made on a new HD credit card that the cashier promoted with a discount for that day 's purchase. I do n't think it was fraudulent as it occurred at a HD where I shop off and on and have had previous account with HD there. 
Note that from the original purchase sometime possibly XXXX XXXX until I received the multiple times requested info from Citibank the XXXX week of XXXX XXXX I had received NOTHING in the mail from HD or Citibank or the collection agency. NOTHING MEANS NO CREDIT CARD, NO STATEMENTS, NOTHING FROM A COLLECTION AGENCY INFORMING ME THERE WAS A PROBLEM!!!! 
During XXXX I believe I had been receiving disruptive calls, but refused to answer questions as the caller refused to tell me what it was regarding so I assessed them as spam calls and attempts at identity theft These calls were likely from the collection agency. I was never mailed information from the first collection agency : according to law.

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