Consumer complaint received 2023-12-13
Company: TD BANK US HOLDING COMPANY
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Dear Consumer Financial Protection Bureau Administrator, I am writing today with a grievance against the TD Bank ( RENOVATE ) with whom I have had a retail credit account since last XXXX. This account was open on XX/XX/23 on my behalf by XXXX XXXX in XXXXXXXX XXXX when I purchased XXXX items of furniture from their store. I chose to finance my purchase, which amounted to a total of {$1900.00} including the store 's delivery fee. The sales ' agent at the store ( his name is XXXX XXXX took my personal information ( address and contact information and did a credit check ) and said that TD Bank approved me for a line of credit of {$10.00}, XXXX. My credit score at that point was good XXXX ( XXXX ), since I have consistently been paying for my credit bills and have never fallen behind on my payments. The sales ' agent at XXXX XXXX informed me that I would be receiving my first bill from the bank in about 60 days. I was not given any bank information by the store, saying that TD bank would be mailing me my first bill. I did not receive the first ( XXXX ) bill, nor the second ( XXXX ) bill. TD Bank ( RENOVATE ) never reached out to me by phone until XX/XX/23 when a TD Bank customer service agent called me. She explained that I was late on my XX/XX/23 and my XX/XX/23 payments and that I was charged a fee of {$29.00}. I explained that I never received a bill from TD Bank ( RENOVATE ), and at that point, I asked her to verify my address with TD Bank. The customer service agent found that they ( TD bank ) HAD ENTERED MY ADDRESS WRONG WHEN THEY RECEIVED MY INFORMATION FROM XXXX XXXX. They never input my apartment number in their system, which I corrected with her on the spot. She apologized and STILL charged me {$29.00} late fee even though the mistake was THE BANKS, NOT MINE. I wanted to make sure this didnt affect my credit score, so I paid over the phone both the XXXX ( {$56.00} ) and XXXX due balance ( {$56.00} ) in addition to the unjustly imposed late fee of {$29.00}, which came up to {$140.00}. I also asked her how I could access the online portal of TD Bank ( RENOVATE ) so that I could set up an automatic payment account online and never miss a payment. On XX/XX/23, I accessed my online TD Bank account, and I saw that an amount of {$230.00} was due. I was still navigating my online account, and I did not understand what was the amount exactly for. Not wanting to have any issues with my payments and my credit score, I went ahead and paid for it online anyway. I also set up an automatic payment account for the monthly amount of {$96.00}. On XXXX, and to my shock, my XXXX credit score went down by XXXX points because TD Bank had reported that I had missed my XXXX and XXXX payments ( THEY ARE RESPONSIBLE FOR MAKING THE MISTAKE IN MY ADDRESS AND I HAVE PROOF ). After minutely checking their bills on my account ( now that I noticed their negligence and unjustly-incurred fees ) I found out that the {$230.00} that I paid on XX/XX/23 was charged for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments ( {$56.00} XXXX months= {$160.00} + {$69.00} late fee when only XXXX should have been charged. These were incurred and charged to me despite the fact that I had already paid on XX/XX/23 for both XXXX and XXXX over the phone. How the customer service agent whom I paid on XX/XX/23 for both XXXX and XXXX did not update my account on their system is beyond me!! I called TD Bank about their mistake in reporting me to the Credit Bureau as delinquent in my payment, and I spoke to a supervisor named XXXX ( ID # XXXX ) who refused to give me his last name, and who insisted that the bank can not do anything once it sends information to the Credit Bureau and that the mistake in the address was not theirs, but the store 's ( XXXX XXXX ). This so-called XXXX XXXX XXXX denied TD Bank 's ( RENOVATE ) responsibility in entering my address wrong, in charging me unfairly, and in causing my credit score to dip by XXXX points. After hearing TD Banks denial for making a mistake in my address, I went to XXXX XXXX and checked my address in their system. I spoke to XXXX, the same person who sold me the furniture and signed me up with TD Bank. It turned out XXXX XXXX has always had the correct address and that the mistake WAS TD BANKS, NOT THE STORE. I am a single mother, and I just completed my XXXX XXXX. I have a huge educational  loan to take care of and many financial responsibilities, and TD Bank ripped me off and ruined my credit score. TD Bank caused me a lot of stress and wasted my time, researching, calculating, driving back and forth to XXXX XXXX to look for the agent who sold me the furniture. This was totally unnecessary. Below I am including the name and the contact information for both TD Bank and XXXX XXXX. I am also attaching documentation to prove my claims. The documents I am attaching are : 1. XXXX Credit Report and Credit Score 2.XXXX Bank online statements ( circled the address before and after it was corrected/missing the apartment number ) and the unjustly incurred fees and their chaotic system in charging me for months that had been already paid. 
3. XXXX XXXX  invoice with my correct address ( they delivered to me to the same address ). 

XXXX XXXX ( store who sold me furniture items ) Manager and Sales agent : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX Ph : ( XXXX ) XXXX TD Bank ( DBA : renovate ) Supervisor : XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX Ph : ( XXXX ) XXXX

Company response to consumer: Closed with monetary relief