Consumer complaint received 2024-04-08 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: IL

Complaint narrative:
I am having trouble reaching a resolution with Home Depot Credit Services. I have been a loyal customer and card member with Home Depot since XXXX and have spent over a XXXX dollars with them over the past 20 years with different payment methods. 

I have been a victim of identity theft since early XXXX, this has been documented with a police report I have filed on XX/XX/XXXX. My first two occurrences with XXXX & XXXX and Best  Buy were promptly resolved and corrected. However, the company that I am most loyal to, XXXX XXXX, is refusing to resolve a fraudulent purchase on my Home Depot card. 

After spending over a XXXX dollars with Home Depot and never reporting a purchase as fraudulent in the 20 years as a card member, it is very disappointing that Home Depot would refuse to help a loyal customer that had their first ever fraudulent purchase with them. 

On XX/XX/XXXX, my Home Depot Store Credit Card was fraudulently used at The Home Depot located in XXXX XXXX XXXX XXXX, XXXX IL for a purchase of {$1000.00}. I havent shopped at that Home Depot for at least a year ( most likely over 2 years ) before the disputed transaction, as this is not an area I conduct business in often. 

Once this came to my attention I immediately reached out to The Home Depots Fraud Research Department. 

On XXXX XXXX, Home Depot responded to me by mail that they have received my recent fraud claim and are giving the matter immediate attention. 

On XX/XX/XXXX Home Depot reached out by mail to inform me that the have lowered my minimum payment due on my account while they are investigating the matter. 

On XXXX, XXXX, XXXX Home Depot sent me a letter by mail concluding their investigation. They determined on their end that I am responsible for the fraudulent purchase that occurred on XX/XX/XXXX. 

After receiving this notice, I immediately reached back out to Home Depots fraud research department and spent countless time on the phone explaining that the purchase was not made by me and was fraudulent. I requested that the case be reopened and it was. This time around Home Depot requested I fax them a copy of my Drivers License, so I did that on XX/XX/XXXX. 

On XX/XX/XXXX The Home Depot sent a letter concluding their second investigation. Once again they have determined that I am responsible for the fraudulent purchase in question. 

This prompted to more lengthy phone calls on the following dates : XXXX XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. 

The original phone call on XX/XX/XXXX consisted of me explaining to them that I did not make that purchase and that I am a victim of identity theft. They reopened the investigation a third time and this time requested I fax them both my Drivers License and a copy of the police report filed XX/XX/XXXX. 

On XX/XX/XXXX I faxed the documents they requested. The phone calls with Home Depot after the third investigation was opened was to check on the status of the case. They have claimed in several of the XXXX calls that they have not received any of the faxed documents. 

So on XX/XX/XXXX and XX/XX/XXXX I faxed them my license and police report once again. 

On XX/XX/XXXX Home Depot sent me a letter claiming that even with the police report proving that I was a victim of identity theft during the time, they have determined I am responsible for the fraudulent purchase on XX/XX/XXXX. 

This leads me to today, XX/XX/XXXX, where I feel the next appropriate action for me is to file a complaint with the CFPB. Throughout this entire process we have asked Home Depot several times to simply check the security footage at their Home Depot to prove that I did not make that fraudulent purchase. They claimed that they do not check security cameras to determine whether a purchase was fraudulent or not. 

Who would have thought that the easiest proof that is easily obtainable on their end wouldnt be checked to reach the conclusion that I did not make that fraudulent purchase. 

I have attached the responses I have received from Home Depot, the police reports, a copy of the statement, I have also attached resolution letters from fraudulent purchases made at Best Buy by someone who has stolen my identity ( presumably the same individual targeting stores in XXXX ). 

Ever since the Home Depot transaction I have done a credit lock and froze the Home Depot credit card and thankfully have not had an issue since.

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