Date Received: 2023-06-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This started by not receiving the 4x perks points on my Home Depot XXXX XXXX account as they claim. I asked in the store and nobody could answer why. I was referred to an XXXX customer service number which opened a case to find the problem. One week later when I called them again to see if there was an update, they said case was never opened and they opened a second case. This has never been resolved. Second issue arose when I received the attached letter from Home Depot Credit Services notifying me they were sending new cards. The new cards have never arrived. They then for some reason changed my account number and have not given me a reason as to why they changed my account number. I have contacted customer service several times by sending a message to them thru their website when I am signed into my online account with Home Depot Credit Services, asking when am I going to receive the new cards and why has my account number been changed. The sent replies that did not answer either of my questions. On XX/XX/XXXX they sent a reply that my new cards were mailed on XX/XX/XXXX to an address that I removed from account in XX/XX/XXXX. I have asked why they sent the cards to that address and they have not responded. I believe Home Depot Credit Services is responsible for a security breach that lead to my identity being stolen on XX/XX/XXXX. I believe they have had a security breach they have not disclosed. I have closed my account with Home Depot Credit Services, and will now take my business elsewhere after having a commercial business account with them since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17403
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My savings account was blocked for fraud supposedly, when there isnt any evidence or activity on the account except for my weekly direct deposits. Ive called the bank to resolve my online access and was told that my account is active and in good standing and my atm card is also active which was not true. After my first failed attempt at using the atm card, I reached back out to the bank to see what had changed in a matter of XXXX minutes and was told that I would have to be transferred to the fraud department ( which made absolutely no sense ). After being transferred I was told that my identity could not be verified and to provide my phone number associated with my account. After doing so, I was told that my phone number could not be verified. The phone number is registered to me and is the primary and only phone number on the account.I receive my daily account balance to my phone number on file. I proceed to take all of my personal identification documents to the bank on Wednesday, XX/XX/2023, and speak with someone in person regarding being unable to access my account and verify my identity just to be told that in order to access my account I would have to wait for a code in the mail and no further information can be provided to me. This issue is very frustrating because I have nearly {$3000.00} in the account and have no access to my money for god knows how long. I feel as if Im being scammed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Good afternoon, Was a XXXX customer. Citi staff stated I would receive rebates ( basically reimbursements ) for membership fees to XXXX XXXX XXXX plus other benefits. When we tried to submit for the reimbursements ; the system would not allow submission. Our XXXX advisor was on vacation. When she got back- basically stated she didnt have the ability to give us the credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have been a customer of Citibank since XXXX and have never missed a payment on my credit card or used any services other than making purchases and consistently pay significantly before the due date each month. However, I received a notice in my email that based on an XXXX credit report that Citibank has made a business decision to lower my credit limit from {$2400.00} to {$1700.00}. The purpose of this complaint is to expose this bank 's unprincipled business action and total disregard just for basic customer service. My response to Citibank 's action about my account is to close it and pay off the balance due of {$1700.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33617
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: A payment of {$2600.00} was made on XX/XX/2023. This was over the minimum payment due. This was not applied to the larger interest rate of 20.74 % but instead to a lower interest rate balance of 6.99 %. The Citi letter response is factually incorrect, they applied the payment over the minimum to the lower interest rate balance, and charged interest over 20 % for several weeks. Their statements clearly show these itemized charges of interest at the higher rate, which is in contradiction to what they stated in their response letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Unauthorized use of debit card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Citibank was offering a sign on bonus ( with terms ) when you open a Citi priority checking account. I had tried several times on XX/XX/XXXX to open the account on line but could not. I called them directly and the rep opened the accounts both checking and savings on XX/XX/XXXX no problem I made sure that I would still be eligible for the bonus once I completed that terms and was assured that I would be. But I would need to wait for my welcome pack. When I received the welcome pack, it had my account numbers etc. I then tried to make a deposit and could not. I called customer service and they said that the accounts have been closed by them. I asked why and they really had no answer. I then tried to open the account on line without the bonus link and had no trouble. I called Citi and asked why I can open without the bonus offer but not with the bonus offer. They again had no answer. It is my feeling that the bonus offer is a scam to get people to open accounts. I asked for a manager to please call me to explain this but no one has contacted me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Dear CFPB, I received a charge from XXXX on my credit card statement for {$8100.00} which I did not make. The charge was posted on XX/XX/23 and I created a billing dispute with Citibank for the charge. They placed a conditional credit on my balance and asked for more information. XX/XX/23 - Called XXXX to understand this charge and they informed me that this charge did not exist in their system and it was fraud and to address it with my credit card company. XX/XX/23 - Sent invoices and a letter describing how this charge was not made by myself or XXXX. XX/XX/23 - Received a letter from Citibank saying that they did not receive documents so they closed the dispute and reversed the credit. XX/XX/23 - Called Citibank. They saw that the documents were received and told me that the dispute would be reopened and the credit would be reapplied. XX/XX/23 - Put in a dispute with XXXX and quickly received a note saying that this is fraud, the charge does not exist on their system and to take it up with my credit card company. They provided the dispute number and resolution. XX/XX/23 - Since Citibank didn't reverse the charge I called again to find out that the case was not reopened and no action was taken. Spoke to XXXX XXXX who said she would get the case reopened and I would see the credit in 5 days. XX/XX/23 - Called Citibank again to see why this is being treated as a billing dispute and not fraud as the vendor is saying it's fraud. XXXX at Citibank said they had to treat it as a billing dispute as XXXX has my credit card number so I am thier customer. They said they can't treat it as fraud even though the vendor is saying they did not make the charge. Was told that the case would be reopened and it would take 5-7 days. XX/XX/23 - Called Citibank as no action was taken on my account. Spoke to XXXX. I was told that my case was not re-opened but he assured me that he would get it opened, I would see a response from Citibank in a week and the charge would be reversed in 5-7 days. He asked for the response from XXXX with the case # and resolution, which I sent through email that day. He assured me that this would be resolved in a week due to the large amount. XX/XX/23 - Called Citibank disputes again as no action was taken on my account. Spoke to XXXX. She confirmed that my case remained closed and no action has been taken to resolve this. She saw all the prior work orders, all the documents I sent in, including the one from XXXX saying it was fraud and all the notes from the prior calls. She said that she woudl put in a work order to have it re-opened. I let her know that I have been told this multiple times and there has not been any action and I would like this escalated. She let me know there is no escalation path and there was no XXXX XXXX to have this resolved. I asked if a XXXX has other options and was told no and to call back in a week if there was no action. As you can see, I have taken action many times to have this fraudulent charge reversed and Citibank is not taking action. They actively gave me incorrect information many times and all the commitments they have made to resolve this have not been acted upon. I am looking to have this charge reversed from my account as it is invalid and fraudulent. Even the vendor is calling this fraud so I can't see why this is lingering. Please let me know what other actions I can take to get this resolved as soon as possible. I appriciate having an government organization I can turn to which fights with me on these issues. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11561
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In XXXX of XXXX, I ordered an island for my cabinet at Home Depot. They had a promotion for 24 months with zero interest. I decided to take the promotion. I have made all of my minimum payments on time and never missed any payments. I recently noticed that all of a sudden the remaining balance ( which I was planning on paying off fully ) has increased. My payments were on automatic payment. So I didn't login to my account every single time to make a payment. In XXXX of XXXX my promotion ended. And since Home Depot doesn't send any notification about the promotion ending I did not realized that until my next billing cycle. After I realized my balance have increased. I logged into my account and come to find out that there was a deferred interest of {$1300.00} applied to my balance. Since at the time of opening the account there was no information communicated about deferred interest that kicks in after the XXXX time is up. Considering the purchase this deferred interest is not insignificant. and since Home Depot doesn't communicate that the promotion is ending and we will charge a deferred interest if you have your payment on auto payment you can easily miss that. I believe this is completely intentional from the side of the company to catch people missing their deadline and getting charged for the entire periods ' balance plus the interest. All of this makes me think that I am ill advised at the time of purchase and I am being betrayed by this company. When I called the company on XX/XX/XXXX, they told me that the grace period is over, even though I offered to pay my balance right away ( which I have already ). But given that they don't send any communication to the card holder regarding deferred interest and the grace period ending, I find it extremely dishonest. I believe this is creating a precedent for others who also have been or will be in the same situation and either because the balance was small or they didn't know how to solve this situation, they ended up paying into this scam. I believe Home Depot needs to be forced to send their customers clear communication when any promotional rate is ending or if there is going to be a deferred interest being charged. I know as a consumer I have a right and a representative, that's why I am writing you. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22101
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have a previous complaint filed against Citi Bank with CFPB. Please reference my account. I have waited the allotted 60 days after the account was closed to receive my funds which CitiBank has said was issued to me. I have not received them. I call them and they can not provide me details and tell me I need to wait another 60 days to receive a letter stating why. I called the Citi Bank branch in Nevada on XX/XX/XXXX and spoke with the branch manager who stated that Citi Bank had issued a check for the remaining balance in my account back in XXXX and I should have received the check by now. I have attempted to call Citi Banks executive response unit and they have only responded with letters in response to voice mails saying they will no longer respond to my requests for further details about the money I am owed and I just have to continue waiting. I have these emails and will provide these. I am owed {$8800.00} from the date of closure which is clearly stated on the last letter from the Citi Bank executive response team as XX/XX/2023. It is well past the 60 days. My account number with them is XXXX. I have been told by customer service agents that my account does not even exist but then others say it does such as the branch manager. I have screen shots and paper trails such as wire transfers from my XXXX XXXX accounts to prove otherwise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85388
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A