Consumer complaint received 2026-05-20 00:00:00
Product: Credit card — Store credit card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I am filing this complaint regarding an unresolved identity/account association issue involving Home Depot Credit Services and Citi Retail Services . On or about XXXX I attempted to apply for a Home Depot credit account. During the application process, I was informed that an account already existed under my Social Security number. However, the account referenced is not mine, and I have never opened or authorized a Home Depot credit account associated with the information being referenced. After receiving this denial/error, I immediately reviewed my credit reports through all major credit bureaus. There is no Home Depot or Citi Retail Services account reporting under my name or credit history. This suggests that the issue may involve an internal Citi/Home Depot customer profile, duplicate SSN association, or identity-record mismatch that is not currently reporting to the credit bureaus. Since discovering this issue, I have made multiple attempts to resolve the matter directly with customer service. During these calls, representatives repeatedly informed me that they could not assist because the system only indicated that an account already existed under my Social Security number. I was not provided with a meaningful resolution path, escalation process, or investigation into whether my SSN had been incorrectly associated with another customer profile or account. The following resolution attempts have already been made : 1. I contacted Home Depot/Citi Retail Services customer support on XXXX. * I explained that the account associated with my SSN was not mine. * I requested identity verification and review of possible duplicate or incorrect SSN association. * I was informed that customer service could not override or correct the issue. 2. I called again on XXXX XXXX I requested escalation to a fraud department, identity verification department, or supervisor. * I explained that the issue does not appear on my credit reports and appears to be an internal records issue. * I was either transferred unsuccessfully, disconnected, or informed that no additional action could be taken. 3. I verified my credit reports through the major credit bureaus. * No Home Depot/Citi account appears under my credit history. * No active tradeline associated with this issue is reporting to my credit file. 4. I attempted to obtain clarification regarding : * whether the account was active or closed, * whether my SSN was incorrectly associated with another person, * and what documentation would be required to correct the issue. * I was unable to obtain clear answers or assistance. At this point, I believe Citi Retail Services may be maintaining inaccurate internal identity records connected to my Social Security number. Despite multiple good-faith efforts to resolve this issue directly, I have not been provided access to an effective investigation or correction process. I am requesting that Citi Retail Services : * conduct a formal investigation into the SSN/account association issue, * determine whether my SSN has been incorrectly linked to another customer profile or account, * correct any inaccurate internal records, * and provide written confirmation of the outcome of the investigation. I also request that Citi provide a direct escalation contact or case reference number for this matter so that the issue can be properly resolved.

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 non-monetary relief