Consumer complaint received 2020-08-27
Company: TD BANK US HOLDING COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Today, XX/XX/2020, I am furthering a complaint against Retail Store, Nordstrom, Inc. 
My Complaint is in reference to Nordstrom closing my account after 30 years of existing as a consumer abiding and loyal customer to Nordstrom. 

My grievance began when I received correspondence from Nordstrom, dated XX/XX/2020, advising that my account would be closed due to credit reporting that they did not consider favorable to their companys creed. 

Upon receiving this correspondence, I immediately called the Customer Service Department on XX/XX/2020, in addition, I also composed a rebuttal that same day, stating the facts of my customer devotion over the years, my outstanding account maintenance, never late-payments paid on time every month, my recent outreach to the Company, and the unprofessional posture that I received from the Customer Service Representative, to include the Customer Service Supervisor. 

I have additionally spoken to several other Customer Service Representatives/ Supervisor since then. Most recent on XX/XX/XXXX, and XX/XX/2020 respectively. 
However, on XX/XX/2020, I spoke with two Representatives w/ Company ID : a. XXXX or XXXX ( as I was advised ) b. XXXX ( XXXX-Supervisor ) The conversations on this day, XX/XX/2020, was very contentious. As first, I received a phone call from Representative ( a ) who advised she was calling me in reference to my letter, to inform me that the account would not be reopened, as it was stated for closure, unless I agreed to do a credit check, and as she put it ; would create a hard inquiry, but it was my decision. 
I did not take well to her tone, and asked her what other standards did Nordstrom considered, and did they not take into consideration, excellent account maintenance?, longevity? ... She did not reply. I advised her that I would like a formal reply to my letter from Nordstrom, as I did not ask for a phone call. She was hesitant, and did not provide further explanation. The call concluded. 
Furthermore, I called Nordstrom back within minutes, and spoke to ( b XXXX XXXX. XXXX too was not responsive to my concerns, however, in a response to my question of what criteria did Nordstrom overall base their decision to close my account, he stated that he/ Nordstrom was not privy to provide that answer. He further stated that additional factors, such as longevity, and keeping the account in good standard, was unfortunately not an equation to my credit report. He also stated that Nordstrom had been reviewing my account for over a year, and my credit report fluctuated. 

Appalled at this response, I requested to close the account. 
Please note, it was not, and has not ever been my intention to close this account, but I did not want the Companys reporting to the credit bureaus that they closed the account, as I have been advised this would further damage my credit score, rather than myself making the request. 

Therefore, I strongly believe that I have been a victim of Credit Discrimination based on my credit report that does not reflect my Nordstrom History. 
A distinction that I voiced to Nordstrom in my letter, Discrimination made by Nordstrom based on groups, classes, or other categories to which they perceive others to belong. 
Moreover, restricting my credit privileges based on their systematic internal bias of who is credit worthy, regardless of your consumer allegiance. 

I am hoping that the CFPB can assist me with getting a straightforward formal response from Nordstrom, addressing my concerns to their closure decision. 
And whatever, their response will be, I would like to receive advice on where I can post my experience public, for others to review, so a consumer such as myself can make a good decision before wanting to become a Nordstrom Credit Card Holder. 

Thank you. 


Enclosure : XXXX XXXX ( Nordstrom Letter ) XXXX XXXX ( Letter Response ) XX/XX/2020 ( Nordstrom Letter )

Company response to consumer: Closed with explanation