Consumer complaint received 2026-01-03 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: AR

Complaint narrative:
On XX/XX/XXXX, I made a purchase at Home Depot for {$230.00}. At the register, the cashier offered a discount if I opened a Home Depot credit account. I explained that I previously had one but did not actively use it and thought it might be expired. The cashier looked up my account and said I already had one, and told me that I was not eligible for the new-customer discount. While we were talking about house problems being expensive, the items were scanned. She unexpectedly applied a smaller discount before completing the transaction. 

I was not clearly informed that the purchase would be charged to my existing Home Depot credit card. I believed the transaction was connected to my Home Depot customer account and my usual debit payment method. I did not knowingly or intentionally authorize a credit card charge.

I only recently ( today, through mail ) discovered that the purchase was processed as a credit card transaction, which resulted in unexpected interest, fees, and negative credit reporting. Because I had not used this credit card since XXXX, I initially thought the communications I received were phishing emails. This was not willful nonpayment, but the result of unclear information and confusion at the point of sale.

After receiving a letter regarding the charge, I called Citi. They told m
e it was a Home Depot charge and that I could get the receipt from them. I went to Home Depot, and a customer service representative said he could reverse the charge so I could pay the original purchase amount. However, their computer system would not allow it because too much time had passed. I was then instructed to contact Citi and speak with a manager.

I contacted Citi and explained the situation. I asked to pay the original amount, have the interest and fees waived or disputed, correct credit reporting, and close the account due to this incident. A manager said he would dispute the charges with the credit bureaus, but said it would be declined because the dispute was already labeled as a bank error. I repeatedly asked to pay the original purchase amount, have all interest and fees removed, and have the credit reporting corrected. I was told this could not be done.

After that call, I called again and spoke with another Citi representative who understood the situation and tried to process payment for the original {$230.00}. She was unable to complete the payment because Citis computer system was confused about the account, transaction, and dispute. I was advised to call back another day to attempt payment again.

Citi has refused to address the lack of clear information at the time of purchase, the unexpected discount changes, the failed reversal attempt, the confusion in processing payment, and the resulting interest, fees, and credit reporting. 

I am requesting the following resolutions : XXXX. Correction or removal of any negative credit reporting related to this transaction XXXX. Removal of all interest and fees associated with this charge XXXX. Appropriate account adjustment or goodwill accommodation, lack of clear disclosure, unexpected discount changes, failed reversal attempt, and billing confusion at the time of purchase and during payment attempts, and due to over XXXX hours of my time wasted trying to correct the issue.

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