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I have an HD credit card with a limit of $3,000. When I first got the card I charged something small, around 30.00 just to establish the account. When I got the invoice I paid it in full. I received invoices that were 0.00-dollar balances because I didn't charge anything. One day (6-8 months later) I was online and wanted to buy something from them and when I went to my wallet my card was missing. I looked everywhere, all over the house, purse, everything. I called the card in as missing lost or stolen and received a new card. I activated it and have never used the new card, I put it in my wallet along with all other credit cards I own. One day I received an invoice in the mail for the amount of $943.80. Ironically it was charged to the old cared that had been miossing. Now I know it was stolen. After picking myself up off the floor I called Home Depot to tell them these were not my charges. They opened up a fraud case to investigate. I finally received a letter back that they completed their investigation and determined that $620.07 was credited to my account but that I was still responsible for 2 separate transactions, both on the same day which means I would have had to go in there twice in one day and I would never do that, I would not make a second trip the same day to buy a separate item. One transaction was $248.18 and the second transaction was $94.65
At the bottom of the letter they write, "We consider this matter closed". Hold up, not so fast. I received the letter on a Friday after 5, and when I tried calling they are only open Mon-Fri 8:00 am - 4:30 pm ET and I am on CST so I needed to call before 3:30. Imagine living in CA where there is a 3-hour difference. Not convenient for all customers. Meanwhile, the next day on that Saturday I received another letter from Home Depot letting me know that they had reduced my limit from $3,000.00 to $500.00. Wait WHAT? The reasons they gave were that I had failed to use my card often enough and that my payment history was poor. Umm, I bought one thing from you months ago and it was 30-something dollars and I paid it off when I got the bill. That Monday I called about the fraud charges and the balance they are still sticking me with. asked them to pull the videotape to find out what register that transaction occurred on and let us find out who used the card because it was not me. "We would not have the video from that long ago (Jan 14, 2023) and now it is August 23rd, 2023. I asked them to look up what I supposedly purchased using my stolen card, and they could not tell me that either. So they opened up a new investigation and said not to pay anything on the account for now. I don't have anything to pay because I have not used your card since sometime around Nov 2021 when I initially opened an account with them. I inquired about the reduction in my credit line and they transferred me to someone who said they periodically check customers' accounts for how much they are using them, and if they are not using them regularly they decrease their limits. By $2500.00? I have a Lowe's card I have never used, but if I need anything I will never go to Home Depot. And if this investigation for the fraudulent charges does not get taken care of I will contact the BBB and go that route. I am done with HD
Desired outcome: this fraudulent activity off my account. I don't want an apology. I know you aren't a mind reader so the comment that pops up when you click in the box sets the tone for how you treat your customers. It"s sarcasm and that's not okay.
We're sorry of hearing your confusion on the lending terms and would like to assist.
Please be careful over not paying a due bill; even if you think you have verbal conformation not to do so. Without anything in writing, there's no way to prove what was said and you could likely be placed in an uncomfortable situation because of this. The account, determined to be in arears, can be turned over to a collections division, adding expensive interest, late payments and legal fees to an otherwise manageable amount.
Just because there are two charges being shown on the same day does not mean the transaction could not have been your own. Many people either go through the checkout a second time with something they forgot or return to the store to purchase something needed but not realized until later.
The Better Business Bureau, also known as the BBB, has no legal authority. Their only purpose is to arbitrate any disagreements; as a result, it's still very likely that any balance would still be reported to the major credit reporting agencies and your credit rating damaged.
To assist you further, it would help to have some EXACT dates: the date of which you reported the original card lost/stolen, the date of the questionable transaction(s), the date of billing.
We look forward to helping you further.