Consumer complaint received 2024-05-08 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: WA

Complaint narrative:
I want to file a complaint against Home Depot CitiBank Consumer Credit Card ignored my disputes for XXXX transactions that I HAVE NOT AUTHORIZED. 

I notified Home Depot CitiBank Consumer Card ( HDCC ) of Fraud on XX/XX/XXXX that there were XXXX unauthorized transactions on my account dated XX/XX/XXXX, I was told there were a few more transactions from XX/XX/XXXX - XXXX that up to a total of {$4100.00}. I questioned them on XX/XX/XXXX I received a text message asking me if I attempted a purchase and I already replied to NO. Why does the bank still let all the suspicious transactions pass, and why am I not getting any further notifications? They promised to hold up these transactions for investigation, but it will take 3-6 months. On the same day, I filed a FTC ID Theft Report ( FTC # XXXX ), an online Crime Report XXXX XXXX XXXX ( $ XXXX ). 

On XX/XX/XXXX, I followed up with Home Depot CitiBank Fraud Dept and Consumer Services to reconfirm if action has been taken. The account was closed and issued a new card. The Consumer Services XXXX XXXX assured me that the disputed transactions would be frozen until further investigation and I won't have to pay. On the same day, I filed an online FBI Cyber Crime Report. 

On XX/XX/2024, I received an email from XXXX XXXX XXXX  that I needed to call XXXX to file an investigation report. So, I dialed XXXX and a police officer arrived at my home to take notes, get evidence, and file the report ( # XXXX ). 

On XX/XX/2024, I wrote a letter attached with all the reports I had filed and mailed it to Home Depot Security Operations at XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX. 

Yesterday, I received a text message telling me that the credit card balance of {$2400.00} will be charged to my autopay account. No one contacted me with the result of the investigation and since they closed the fraud account and opened a new account, I am not able to view any transactions. They just simply move all disputed transactions back into the new account. Up till now, I am still unable to contact HDCC Security Operations department live, they are always on autoreply. The Hotline operator wasted 30 minutes asking me if I requested to increase the credit limit. I said no then she closed the recent issue account again and opened a third account for me, but still unable to put me through to the Security Operations. I told her I had dialed the Security Operations number previously given by the Home Depot Hotline. But she gave me another number telling me that the lady had given me the wrong number. 

I have not used Home Depot Credit Card for 22 months, I recently on XX/XX/2024, made an online purchase of a portable air-conditioner delivered to my home on XX/XX/2024, and that's it. I don't have any other credit cards with fraudulent transactions or data leaks, so the only data breach is Home Depot online store. Of these XXXX unauthorized transactions, some are on-site purchases, and some are online and definitely, there should be some video to track the suspect. When I search online, I am not the only one experiencing fraud from the Home Depot Consumer Card, there are other victims too. 

I don't know what else I could do to help myself out as an elderly with no income has to bear this large amount of money. I urge you to kindly intervene in this matter to resolve my case. 

XXXX blesses you.

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