Consumer complaint received 2025-09-23 00:00:00
Product: Credit card — Store credit card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Issue : Credit line decrease, unauthorized credit line increase request, and mismanagement of account inquiry. 

Complaint : I have been a Home Depot Citi credit card customer for 5 years with a {$20000.00} credit line. I value this account highly and use it for all my home needs. I have a consistent history of making payments online and even paid my balance in full at XXXX point. 

On XX/XX/year>, my monthly payment was due. I was rearranging my bank drafts and mistakenly failed to update my Home Depot card. I made the payment on XXXX days late. This was an isolated oversight. Following this, Citi reduced my credit line. 

I immediately contacted Citi at XXXX on XX/XX/year> at around XXXX XXXX  PT. My experience was highly disruptive, contradictory, and included an unauthorized action on my account : XXXX ( XXXX Representative ) : Advised me that the correct process to reinstate my {$20000.00} credit line was to request a credit line increase. I repeatedly questioned this, as it did not make sense. Despite my objections, she submitted a new credit line increase request on my existing account without my authorization, creating a soft inquiry. This was not what I requested ; I was seeking reinstatement of my original {$20000.00} limit. 

Supervisor ( name unknown ) : Confirmed the representative acted incorrectly and noted my account to reflect that I did not authorize the action. However, this supervisor quickly transferred me to the wrong department. 

XXXX ( XXXX XXXX Department ) : Informed me he was only told I was calling to understand why my limit was reduced. He confirmed I had been transferred to the wrong department and redirected me. 

XXXX ( Adverse Action Department ) : Did not verify my identity properly and told me to contact the credit bureaus to dispute the late payment. This was not relevantI never disputed my late payment. My concern was reinstatement of my credit line, which she dismissed, insisting no such process exists. 

XXXX XXXX : Finally provided the first correct information of the entire process : that I should write to Citis Executive Response Unit. 

This chain of events caused significant disruption, confusion, and potential harm to my credit profile because of an unauthorized credit line increase request initiated by Citis employee. I have maintained this account responsibly for years, and one isolated late payment should not erase that historyespecially when the subsequent handling was deeply flawed. 

Requested Resolution : Reinstate my original {$20000.00} credit line Remove any record of the unauthorized credit line increase request initiated without consent Ensure proper retraining of frontline and adverse action representatives, so customers are not misled with contradictory or incorrect information I am not disputing the late paymentit was my oversight. I am only requesting fair treatment given my long-standing responsible history and correction of the mishandling that followed.

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