Consumer complaint received 2023-10-12
Company: TD BANK US HOLDING COMPANY
State: NC
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
On Monday, XX/XX/2023 I called Nordstrom Card Services to close my consumer Nordstrom Visa Signature credit card ending in XXXX. On this call I was told that the account had been closed as I had requested, when in fact the account had not been closed. I have made several attempts since then to close my Nordstrom Visa Signature credit card account over the phone and Nordstroms Card Services continues to make excuses, transfer me to different departments and even tell me again that the card has been closed, when in fact it remains open. Nordstrom Card Services has deliberately refused my wishes and intentions to close my Nordstrom Visa Signature credit card ending in XXXX- on multiple occasions. I have recorded calls of the conversations and have been specific about my intention to have my credit card closed. More detail about this issue follows : In early XX/XX/2023, my Nordstrom Visa Signature card became unusable for purchases. It was frozen/locked for purchases, although I could still make payments. This was odd and not something that I anticipated. I called Nordstrom Card Services several times from XX/XX/XXXX to XX/XX/XXXX asking for reasons why my account was frozen/locked. I was told that my account was " under review '' and was given no explanation of why this was so or when the " review '' will conclude. 

I had done nothing wrong with this account, have used the card in the same way for the multiple years that it has been open, have been a loyal Nordstrom customer, and have made all payments on time and have had an otherwise current and good account standing. 

I patiently waited weeks for the " review '' of my account to conclude and on Monday, XX/XX/XXXX I called Nordstrom Card Services to close my consumer Nordstrom Visa Signature credit card ending in XXXX. 

I had made debit card payments in Nordstrom stores over the weekend ( XXXX XXXX ) to pay off my balance. In fact, to make sure there was no remaining balance, I overpaid on the account and had a credit/negative balance of approximately - {$400.00}. 

On the call to Nordstrom Card Services on Monday, XX/XX/XXXX I asked the services agent on a recorded line if it was possible for me to close the account and was specifically told " yes ''. I then proceeded with my request to close the account. Before concluding the call, I asked if the account was closed and the Nordstrom Card Services agent told me/verified that the account was closed. 

On XX/XX/XXXX, I called Nordstrom Card Services to double check that my account was closed and to my shock, learned the the account was not closed on XX/XX/XXXX as I had requested. I asked that the account be immediately closed. That closure again did not take place. 

On XX/XX/XXXX, I also called Nordstrom 's Experience Line ( XXXX ) and left a message explaining the situation, inquiring as to why Nordstrom Card Services continues to defy my wishes and not close my credit card account, and also asking that my credit card account be immediately closed. The request for closure did not take place. This " customer experience '' number appears to only have voicemail options available for inquiries. 

Early on XX/XX/XXXX, I was on vacation outside of the XXXX until XX/XX/XXXX. However on XX/XX/XXXX I received a voicemail from ( XXXX ) at Nordstrom Card Services saying the request to close the account effective " today '' or on XX/XX/XXXX. This closure again DID NOT take place. 

On XX/XX/XXXX I again called Nordstrom Card Services and inquired about the situation and repeated my request to have my credit card account ending in XXXX to be immediately closed. On this call, I spoke with XXXX ( a card services representative in TX ) and was directly told - again - that my account had been closed. Later on the call I asked XXXX specifically when my account was closed, and she responded that the account had not been closed but was set to be closed on or by XX/XX/XXXX. I was astonished and couldn't believe that 1 ) my account had not been closed 2 ) I was again told that my credit card account had been closed when in fact it had NOT. 

This is a similar pattern that Nordstrom Card Services is employing. I call in to Nordstrom Card Services and ask that my credit card account be immediately closed, they tell me it has been, but when I ask for more detailed information, then my account turns out to not have been closed. I asked for names of managers who have been connected with the decision to not grant my wishes and close my account and XXXX mentioned the name of a manager named XXXX or XXXX- a name that I've heard before - and someone who appears to be directly connected with the intentional decision to not close my credit card account against my explicit wishes to do so. 

I am asking that Nordstrom Card Services immediately close the account ( as requested by me, the consumer cardholder, and NOT a closure by the XXXX XXXX XXXX XXXX 

What is also troubling here is that there appears to be an explicit attempt by managers like Evonne/Yvonne at Nordstrom Card Services to keep my account open against my wishes. This is absolutely deliberate. I would like a detailed explanation of why this has been done and who are the people responsible for doing so. I had hoped to close my account in peace and avoid a CFPB complaint and also legal recourse, but Nordstrom Card Services has continuously, consistently and blatantly denied my request for account closure.

This has been extremely stressful and time consuming. I have made several recorded calls to Nordstrom Card services asking for additional detail about why my explicit wishes to close the account that have not been followed. I have had take time away from work to communicate with Nordstrom Card Services, record calls, log written notes, and detail what has happened to my account. I have done nothing wrong, have been a good and loyal customer to Nordstroms, have always made payments to my Nordstroms credit card account on time, and have abided by payment terms and conditions that Nordstrom Card Services has set forth and have a current account in good standing. Yet Nordstrom Card Services has intentionally refused to abide by my repeated requests to close my credit card request.

I have recorded my calls and interactions with Nordstrom Card Services and assume Nordstrom Card Services has recorded the calls too. There should be no discrepancy about my intent to close my credit card account or about the deliberate refusal of Nordstrom Card Services to abide by my wishes and close the account.

Company response to consumer: Closed with explanation