Consumer complaint received 2021-06-17
Company: TD BANK US HOLDING COMPANY
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
TD bank inaccurately reported a charge-off/derogatory account to Credit Bureaus significantly damaging my credit score which has resulted in my inability to get a mortgage loan pre-approval from XXXX. TD Bank must take responsibility of their poor customer service and mistakes and immediately remove the credit reporting against me. 


Ive been mistreated by TD since XX/XX/XXXX. I have called TD over 30 times between XXXX and XXXX, and have spent countless hours being transferred from department to department, talking to numerous agents without any satisfactory support and resolution. I have attempted to file numerous dispute without success which have been outside my control given the circumstances. 


In XX/XX/XXXX, there was an unauthorized one-time charge of {$60.00} placed on my TD Credit Card account, which was closed and expired since XXXX. My expectations as a customer is that charges and activity are not permitted and should not go through on a closed account from XXXX. Starting in XX/XX/XXXX, I started receiving calls from an unknown number claiming I owed money on this expired credit card account. Afraid that it would be fraud, I called TD Credit Card Customer Service a few times to validate the existence of the charges and was assured that because this account has been closed since XXXX, there could be no charges against it and thus no actions needed from me. 


However, the collection calls continued into XXXX and thus I got in contact with my home branch assistant manager XXXX XXXX to further investigate. It was at this point that XXXX was able to locate my credit card account number ( which had been re-opened by TD without my authorization ) and shared it with me so that I would have this account number for future TD CS interactions. After hours of investigation, XXXX did uncover that a one-time charge of {$60.00} was put through on my expired credit card and filed a dispute on my behalf. In XXXX, XXXX and I discovered that TD Card Services closed the filed dispute stating that they received no response this is when we discovered that TD had an old address on file and all letters sent were to an incorrect address which I never received so I did not receive any notice of charges on the expired credit card. On XX/XX/XXXX, XXXX updated my mailing address so I am able to receive mailing correspondence from TD. On XX/XX/XXXX, I also re-opened my dispute and faxed in a dispute letter to TD. I called a few times in XXXX to follow up but was told that the decision on my dispute can take up to 30 days. When I called back on XX/XX/XXXX, I was notified that my dispute was rejected as TD does not accept disputes on charges that were made in XXXX that the dispute will only be in consideration if the charge is within 30 days of the date of transaction notice. Given that this credit card account had been closed since XXXX and TD did not have my correct address until XX/XX/XXXX, this dispute decision and treatment was extremely unfair to me as I did not receive any statements or notice of this charge until XX/XX/XXXX after Assistant Branch Manager XXXX XXXX rigorous investigation. At this point, despite being treated unfairly and extremely dissatisfied with TD customer service, I paid the unauthorized charge of {$60.00}. 


While I had thought this payment would close this series of nightmare with TD, I was notified by my loan officer on XX/XX/XXXX that he is unable to provide me a mortgage pre-approval letter given the significant drop in my credit score as TD reported a charge-off/derogatory account to Credit Bureaus. I have called TD numerous times on XX/XX/XXXX and XX/XX/XXXX and have spent hours on the phone with different departments without any resolution. I have been told that I can file a dispute with TD but that I would need to have account statements and receipts showing account has been paid off paperwork which I can not access given that my credit card account has been closed since XXXX and I have no online access to this account. I have requested to speak with supervisors given the ridiculousness of the situation but I was told that there is nothing CS can do. Its been a big black hole and my credit has been damaged due to TDs series of errors.

Company response to consumer: Closed with monetary relief