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I am writing to formally escalate an unresolved issue with my Home Depot credit card replacement request. Despite more than four months of effort, I have still not received a replacement card.
Here is a summary of what has happened so far:
I have contacted customer service at least five times and was told on multiple occasions that new cards had been mailed out. None ever arrived.
I was instructed to visit a Home Depot store in person to verify my identity. I complied with this request, presented valid identification, and was told again that the cards would be sent. They never arrived.
More recently, I was transferred to the Fraud Department, which claimed they had mailed me paperwork to verify my identity. I never received this paperwork.
Throughout this process, the customer service representatives and fraud department agents have been incompetent, repeatedly failing to complete requests or provide meaningful assistance. Instead, I have been given empty assurances with no results.
This delay has gone on for over four months and is preventing me from accessing my account. I have acted in good faith, provided the information requested, and followed every step, yet the problem persists.
At this point, I am requesting that this matter be resolved immediately. Specifically, I am asking that:
A replacement card be issued and delivered without further delay.
I be provided written confirmation of the status of my account and the mailing details of my new card.
Any restrictions or fraud flags be resolved so that I can use my account normally.
This matter be reviewed internally, as the conduct of multiple service and fraud representatives has been unacceptable and should be addressed.
If this issue cannot be resolved promptly, I will have no choice but to escalate further, including filing a complaint with [U.S.: the Consumer Financial Protection Bureau / Canada: the Financial Consumer Agency of Canada].
