Consumer complaint received 2023-02-15
Company: TD BANK US HOLDING COMPANY
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I think the company, Target, is determined to not address what was verbally discussed, the initial issue that occurred. I think you are going to continue to circumvent the facts, especially the discussion that took place on XXXX and now, XXXX. This was supposed to be recorded. (??? ). 

People do not always write down things accurately, what was actually discussed. People can be very selective in writing notes. Too many times I have heard a variety of contradictory comments from many of your reps. I am glad they have jobs. This is good. 

In response to their letter dated XXXX, please check phone records and notes on XXXX. I made a phone payment of {$29.00} to XXXX  out my account. Their rep clearly stated my account was XXXX, after I reluctantly paid the {$29.00} late fee, which the company offered to credit back to me on XXXX, if I made a telephone payment on XXXX. As stated, I had clearly informed the rep I would submit the remaining balance of {$45.00}, which your company received the very next day, XXXX. They stated that upon receipt Target could credit the {$29.00}. 

I discovered, via phone conversations with some of the reps, that they claim I was supposed to call back on XXXX or some time thereafter, so that the reps could credit back the {$29.00} fee as discussed and offered on XXXX. Its obvious that the reps do not always note in their notes what was discussed. Please check the phone records! 

Please note, it is only because of the of the fact that my account was NOT CREDITED AS DISCUSSED WHEN TARGET COMPANY RECEIVED THE {$45.00} ON XXXX, this resulted in a DOMINO EFFECT of Targets computer-generated late charges + interest. Logically, one should be able to deduce that had you, Target, honored your own words, we would not be having this ongoing dispute. I hold Target XXXX, accountable to honor their words. Its all principle! Please check the phone records and all of your notes. 

Some of the reps claim they see this problem ( the {$29.00} fee not being credited back ) of what exactly happened and claim they have noted this accordingly. And, some of the reps claim they do not know how to handle advance payments like I paid on XXXX and XXXX. Respectively. And the some of the reps only state I did not pay a full balance, which is false, because it was clearly discussed that the remaining balance of {$45.00} would be paid via my bank by mail which you received the next day. I stated on XXXX the remaining balance of {$45.00} would be paid immediately via bank by mail. Your company received it the very next day and failed to honor its own word in crediting me back the {$29.00} late fee. 

Nobody from this company took the offer off the table to credit back the {$29.00} late which was offered on XXXX. AND THIS SHOULD STILL BE HONORED B/C Target OFFERED IT. As mentioned, many of the reps claim I was supposed to call in back in XXXX and the {$29.00} late fee offer would have been honored and credited as a courtesy. This is what was I informed. I thought Target would have checked its own notes and records upon immediate receipt the very next day of the remaining balance. 

It appears that Target does not have the ability to adjust advance payments like what my other creditors do when I make payments in advance to stay ahead monthly. As noted, I already paid for the XX/XX/XXXX, minimum due payment of {$29.00} back on XX/XX/XXXX. See below. 

XXXX XX/XX/XXXX, I made a purchase of {$120.00}, which I paid off in two months BTW! 
XXXX XX/XX/XXXX, I paid {$30.00} for the upcoming XXXX statement. The minimum payment due for the XX/XX/XXXX bill was {$29.00}. 
XXXX days later, XX/XX/XXXX, I made another payment of {$50.00} towards {$29.00} due in XX/XX/XXXX. 

As mentioned, I did not realize I even had a balance because I thought my account had been XXXX  out after XX/XX/XXXX. We, us consumers, do not receive statements when account balances are XXXX. LOOK at my statement historyspread out. And I had NOT made any new purchases, so I have no reason to think I have an open statement. 

Later, and only by accident in trying to use the redcard for a XXXX purchase, I had learned of additional charges on my card. After the rep rightfully credited back two {$40.00} late fees and respective interest, I reluctantly paid the {$29.00} late fee on XX/XX/XXXX, basically to avoid further damage by the target company reporting incorrect info regarding my good credit payment history over the past 9.5 years. 

Moving forward, for some odd reason, Target charged my account a {$29.00} " purchase adjustment fee '' (??? ) on XXXX. This is BIZZARE! I am so glad I checked the online statement because, I again, assumed my account had been XXXX  out on XXXX, and as mentioned by the rep who took the payment over the phone on XXXX. And then Target sent me a check dated XXXX of {$29.00}, without explanation. This is confusing b/c it appears Target honored ITS WORD and my request to refund the late fee as discussed back on XXXX. 

XXXX XX/XX/XXXX, I learned, only by coincidence, that TD Bank USA/Target Credit had charged me a {$29.00} late fee, of which was to be credited back upon receipt of remaining balance of XXXX. Check your phone records and conversations with your rep, especially on XXXX, and thereafter. 
XXXX XX/XX/XXXX, I paid off the remaining balance of XXXX. XXXX paid off in two months! 
XXXX XX/XX/XXXX, I reluctantly paid the {$29.00} fee to avoid further damage to my account status. Your rep clearly stated my account balance was now XXXX. 
XXXX XXXX, XXXX, your company charged my account, UNKNOWN TO ME, a purchase adjustment of {$29.00}, of which your reps can not explain. 
* I received a check of {$29.00}, dated XX/XX/XXXX, with no explanation. 

Please note that in response to Target letter XXXX, I was never advised the offer was declined when I mentioned Target would receive immediate payment bank by mail. The fact of the matter is many of the Target reps mentioned they saw the offer to waive or credit back the {$29.00} when I clearly mentioned I was going to submit payment for the remaining balance of {$45.00} via bank by mail. 

As far as me being refunded my payment back, on XX/XX/XXXX, Target company charged me, UNKNOWN TO ME, a purchase adjustment of {$29.00}, of which their reps can not explain. And, I received a check of {$29.00}, dated XX/XX/XXXX, with no explanation. 

In response to Target letter XXXX, There was never a minder, let alone a reminder I am familiar with regarding payments made more than the minimum payment and/or in advance. As mentioned, I had paid towards my account, in advance, since the XXXX payment had already been made back in XX/XX/XXXX. All of my creditors apply extra payments towards the next month or next payment due, unless I specifically request otherwise. 

I applaud Target 's sentiments on helping active service members under the SRCA for debt relief and legal aid for matters that really warrant such help. This sounds good when the shoe fits. This is not one of those matters, and I never mentioned I am an active service member.

1The credit limit that Target initially lowered two years ago was based off inaccurate information and algorithms. Another TD bank vendor did exactly what your company did two years ago and investigated this matter, corrected it, and apologized with a formal letter and correction.

In this present day of inflation, Covid-19, high gas prices, life issues, etc., it is important to maintain good credit to live, survive, and thrive. In my situation, or any similar which consumers go through, what Target XXXX has reported is NOT CORRECT. 

This is not fair for consumers who act, in good faith, honoring our part. Target DID NOT honor its part by manually correcting miscommunication, human error, a companys inability to correct certain issues, and/or computer error. I, or any consumer, should not be penalized. Target is circumventing facts, and is not reporting accurate information and presenting a complete picture. Target is circumventing the facts.

CORRECTIVE ACTIONS TARGET NEEDS TO TAKE : XXXX XXXX XXXX XXXX XXXX XXXX to remove the 30-day late notice from my account. I paid on time, over paid, pre-paid, and paid in advance. 
*Have a human being manually restore the credit limit to previous credit limit. Target 's latest credit limit is a joke. I think this is Target 's method to shame responsible consumers. This is very tacky and disrespectful. FYI : ( 1Target initially lowered my limit due to my non-use ) *Refund {$29.00} late fee I reluctantly paid to avoid further confusion with Target. ( Already done, although not noted nor explained in conjunction with that purchase adjustment fee first charged before issuing a refund. This odd fee voids out my refund request for a fee I had already reluctantly paid, yet did pay. ) Why charge me and then issue a check dated after the date of the charge? This is very bizarre!

According to the FCRA, consumer reporting agencies must correct or delete inaccurate, incomplete, or unverifiable information. Inaccurate, incomplete, or unverifiable information must be removed or corrected, usually within 30 days.

It is my hope and prayer that Target manually correct to match what was discussed. This problem resulted from your company not honoring what your representatives stated would be honored, and which was supposed to be a recorded conversation versus notes perhaps not correctly written down Thank you for your prompt attention to this matter. 

Cordially, XXXX XXXX XXXX XXXX. 
# XXXX 1TD Bank computer algorithm was not accurate and lowered my good credit 2 years ago based off my factual perfect payment history, 720+ FICO ; Target claimed old, outdated, non-factual information >8 years because consumer was not using their financial product. Target reduced XXXX down to XXXX.

Company response to consumer: Closed with non-monetary relief