Consumer complaint received 2024-01-02 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
XXXX With my Home Depot credit card account ( managed by Home Depot Credit Services and Citi Retail Services ), Ive paid my bill ( on time, every month ) using my debit card on file with Home Depot Credit Services. Recently, though, I accidentally left my debit card in my banks ( XXXXXXXX  ) ATM machine, and XXXX replaced my card with a different account number for security purposes, advising that I provide my new debit card information to all payees ( businesses and entities that I pay on a regular basis using debit card ). 
However, Home Depot Credit Services website will not allow me add my new ( replacement ) debit card ( after multiple attempts ). Instead, after clicking on Add Payment Source, the website only allows providing information about my checking account ( account number, XXXX routing number, etc. ). The first of these ( two ) options requires my consent to share my banking information with a variety of third party entities ; the second option ( labeled as Manually add your information may take 3 business days ) involves providing the same private bank account information, but ( apparently ) not sharing my bank account info. with multiple third parties. Where is the option to add my replacement debit card, without sharing details of my personal bank account? 
On Friday ( XX/XX/23 ), after many unsuccessful attempts to add my new debit card ( via Home Depot Credit Services ( HDCS ) ), I called HDCS and first spoke with representative XXXX ( who provided her ID as XXXX ). She was friendly, professional, and agreed that I should be able to add my new debit card without a problem ; but, she was unable to tell me exactly how. So, I asked for a manager ; XXXX then transferred me to XXXX, who said her ID is XXXX and indicated she is in Tennessee. XXXX also agreed I should be able to add my debit card ( as a payment source via the HDCS website ), but also could not tell me how to do this. As a manager, her lack of knowledge about this basic function somewhat surprised me. She then asked if I would provide her with my debit card number, security code, & expiration date, and she said I can try to add it. I hesitated, then said Id prefer not to, and would much prefer that she tell me how to do it. She was unable to, and seemed to then blame me for not wanting to share this information, and said Id have to pay cash at a Home Depot store to pay my bill.

Home Depot Credit Services and Citi Retail Services charge a very high interest rate on outstanding balances, thus benefit financially when many customers ( for whatever reason ) are delayed in paying bills. By forcing me ( and presumably many other customers ) from conveniently paying my bill on time making it necessary for me to go to a Home Depot store, wait in line for a representative, have the representative complete paperwork for a bill payment and provide me with a receipt is a huge drain on my time ( and that of many other similarly-inconvenienced HDCS customers ). It is completely unacceptable.

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