Consumer complaint received 2025-11-17 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
On XX/XX/year> XXXX am, I contacted Home Depot Credit Services to get a credit limit increase on my no-balance credit card to do home projects. I was prompted through the automated phone verification process then transferred to a live customer service rep. The Live Customer rep service also asked a series of verification question that I passed and so the consultation began. I asked the customer service rep what credit agency they would use to determine the decision and she said XXXX. I was fine with that and let her know that I have a freeze on Both my XXXX  and XXXX  credit files because I was a victim Fraud a while back. Since I was sitting at my computer while on the phone I unlocked my Experian credit file then. We continued the process up until she said it was time for XXXX XXXX to finish the last part of the application. She transferred me to the Home Depot Credit Card services rep where she asked me a series of questions and extra question to verify identity. She then told me that I would have to unlock my XXXX  account because it came back there was a freeze or lock and she could run the file. I told the credit rep that the previous customer service rep said XXXX  was going to be used which is the one I had unlocked previously. She said no unlock XXXX. After getting into XXXX  and unlocking my file I told her I could see the attempt because I was logged in to my account, and I get email and phone alerts. The credit rep said " Okay, let me run the application XXXX more time, Il be right back within XXXX minutes I'm going to put you on hold '' The rep never said she would call me, use extra measures to contact me, or that I needed extra verification steps even though she asked me extra questions during the application process. She knew I had the freezes as I disclosed them to her because and expressed to her I was weary of unlocking XXXX  File after being told XXXX would be used. As soon as she put me on hold an unknown call is beeping through and I do not pick it up. My name is disclosed on my voicemail as well and why would I pick it up while in the middle of a credit increase application without being notified and on the same line?? Within a few seconds at XXXX the rep clicks back over and says I'm denied and that il receive the denial reason why in the mail. I said fine okay, and as soon as I hung up at XXXX am the voicemail from the same Credit rep came through stating I needed to contact them for verification!! Now I'm upset and calling Home depot back and being transferred around to different people trying to explain my case and how unprofessional this was. She heard my name on the voicemail and asked meextra questions for verification all while I was logged in to my credit files. This was unprofessional and back handed for my circumstances with the credit freezes that she was aware it. I called home depot and made a customer complain against her and requested the hard hit be removed. I also kept calling to get a resolution thought out XXXX and no one would or could help. I Received a letter from Home depot on XX/XX/XXXX stating they would not remove the hard hit that I had requested. I was still waiting for the Credit denial reason letter which never came. I called Home depot XXXX XX/XX/XXXX, about not receiving the letter and it took the rep XXXX minutes to find the letter they claim they sent out. I had to go through a series of XXXX through email and a zip password file to see the denial letter. I printed it out because it says its no longer available for download?? I've never had to go through that. The credit denial letter always come through the mail. How did I receive the Refusal to take the hard hit off letter and not the Credit denial reason letter? I believe the companies tactics are unprofessional and needs to be updated on the verification process for different scenarios. Now I have a hard hit on credit reports and no more credit due to Home depot 's error and unprofessionalism. The credit card rep that finished the application did not disclose important information and did not use all the information that was disclosed and verified. And just a quick note, it's probably Home Depot company policy and the credit rep is trained that way to not fault of hers, but the way that application was done was not okay. 
Thank You for Hearing me out.

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