Consumer complaint received 2026-01-02 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: CITIBANK, N.A.
State: MO

Complaint narrative:
I am submitting this complaint regarding the way THD/CBNA ( Home Depot , issued by Citibank North America ) has reported an account on my credit reports as a derogatory account, including charge-off and collection activity, along with a significant history of late payments. I dispute the accuracy, completeness, and verification of this reporting and believe it does not meet reasonable standards for fair and accurate credit reporting. 

I became aware of the issue after reviewing my credit reports and identifying that THD/CBNA was reporting negative information related to a Home Depot account. This reporting includes a charge-off and, in some instances, separate reporting that suggests both a paid/closed account and a derogatory account associated with the same creditor. The presence of multiple entries with conflicting statuses creates confusion and raises serious concerns about the accuracy of the information being furnished. 

XXXX of the most troubling aspects of the THD/CBNA reporting is the apparent duplication and inconsistency. My credit reports reflect more than XXXX THD/CBNA entry with different statuses and dates. In some cases, XXXX tradeline reflects a charge-off or collection status with a past-due balance, while another tradeline reflects a closed or paid account with a XXXX balance. Reporting the same creditor relationship in this manner is misleading and gives the appearance of multiple negative events when the underlying obligation, if valid, should be represented clearly and accurately. 

Additionally, the THD/CBNA account is reported with an extensive history of late payments, including XXXX, XXXX, and XXXX delinquencies. These late payment notations significantly damage my credit profile. However, I have not been provided with complete billing statements, payment histories, or records showing how these late payments were determined. Late payment reporting should be based on documented billing cycles, due dates, and payment application records. Without this documentation, the accuracy of the reported late payments can not be verified. 

Another major concern is the charge-off designation. The account is reported as charged off with a past-due balance, yet there has been no clear explanation of when the charge-off occurred, what balance was charged off, or how that balance was calculated. A charge-off typically reflects a specific balance at a specific point in time, but the reporting does not clearly identify these details. In some instances, balances appear inconsistent across reports or appear alongside a separate tradeline that shows the account as paid or closed. This inconsistency makes it impossible to determine what the true status of the account is supposed to be. 

I am also concerned about the lack of documentation supporting THD/CBNAs authority to report this account as derogatory. I have not received copies of any original agreement, application, or contract showing the terms of the Home Depot account. I have not been provided with a complete account history from opening through closure or charge-off. Without these records, I can not confirm that the reporting accurately reflects a valid and enforceable obligation. 

Furthermore, there is no clear explanation regarding whether the account was ever sold, transferred, or assigned. In some cases, charge-off accounts are later placed with or sold to collection agencies, resulting in additional negative reporting. In my case, the presence of multiple THD/CBNA entries creates uncertainty as to whether the account was internally charged off, externally collected, or otherwise resolved. A fair and accurate credit report should clearly identify the nature of any transfer or assignment, along with the reporting authority of each entity involved. 

The way this account is reported suggests that automated verification processes may have been used instead of a reasonable, manual investigation. Automated systems often confirm that data exists in a database without confirming that the data is accurate, complete, or supported by original records. Given the conflicting statuses, duplicate tradelines, and lack of documentation, automated verification would be insufficient to resolve these issues. 

The continued reporting of this THD/CBNA account has caused ongoing harm. The presence of a charge-off, collection status, and numerous late payments negatively affects my credit scores and financial opportunities. It impacts my ability to obtain credit on fair terms and creates an inaccurate picture of my creditworthiness. This harm is especially concerning when the reporting appears unsupported and inconsistent. 

Another issue is the lack of transparency and communication. I have not received meaningful explanations from THD/CBNA clarifying the basis for the negative reporting, the calculation of balances, or the reason for the conflicting tradelines. Without this information, I can not meaningfully assess or resolve the matter. 

I am not disputing this account to avoid legitimate obligations. Rather, I am seeking fairness, accuracy, and accountability. Credit reporting has serious consequences, and companies that report negative information have a responsibility to ensure that it is correct, complete, and verifiable. In this case, the reporting by THD/CBNA does not appear to meet those standards. 

The paper trail for this account appears incomplete. There is no clear, continuous record showing how the account progressed from current to delinquent to charge-off. There is no explanation of how missed payments were identified or how the account transitioned into its current reported status. Without a clear and complete history, the derogatory reporting can not be reasonably verified.

I am also concerned about the potential for inflated or misleading impact due to multiple tradelines. Reporting both a charged-off account and a separate closed or paid account from the same creditor can exaggerate the negative impact on a consumers credit profile. A fair and accurate credit report should not double-count negative information or present conflicting narratives about the same account. 

In reviewing my credit reports, I observed that some THD/CBNA entries show a XXXX balance and paid or closed status, while others show a past-due balance and derogatory status. This contradiction suggests errors in reporting or a failure to properly update or reconcile account information. Such inconsistencies undermine confidence in the accuracy of the reporting. 

I am requesting that THD/CBNA conduct a full, reasonable reinvestigation of this account. This reinvestigation should include a review of original account agreements, complete billing statements, payment histories, balance calculations, and documentation supporting any charge-off or collection activity. If THD/CBNA can not produce this documentation, the account should be corrected or removed from my credit reports. 

I am also requesting that any inaccurate late payment entries be deleted if they can not be fully verified with billing records. Late payments should not be reported without clear evidence that payments were due, billed, and missed according to agreed-upon terms. 

If THD/CBNA believes that the account is accurate and should remain on my credit reports, I request full transparency regarding how that determination was made. This includes identifying what records were reviewed, how accuracy was confirmed, and why the reporting meets reasonable standards. Vague or conclusory responses would not resolve the issues raised.

This complaint is submitted in good faith and for the purpose of achieving an accurate credit report. I believe that resolving this issue will require THD/CBNA to either substantiate the reporting with proper documentation or correct the record by deleting inaccurate or unverifiable information. 

Ultimately, I am seeking a fair outcome in which my credit reports reflect only information that is accurate, complete, and supported by evidence. The current reporting of the THD/CBNA ( Home Depot ) account does not meet that standard. I am requesting CFPB assistance to ensure that this matter is properly reviewed and resolved in compliance with consumer protection laws and fair credit reporting principles.

Company response to consumer: Closed with explanation