Consumer complaint received 2019-04-22
Company: TD BANK US HOLDING COMPANY
State: TX
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
Date of calls : XX/XX/XXXX Time of call 1 : XXXX CST ( inbound call from XXXX to XXXX ) Duration of call 1 : 1 minute Call 1 description : I, XXXX XXXX , received a call from female who claimed to be from an attorney 's office representing XXXX. Asked if I was XXXX XXXX, which I responded with by asking what the purpose of the call. The female did not disclose they were trying to collect a debt and said they have to verify my identify prior to providing any information other than the fact they represent XXXX. I acknowledged that my name is XXXX XXXX, which she then started asking for my personal identifying information, home address and date of birth. I provided my address, due to it being public record and nothing else. I refused to provide my date of birth due to possible fraud and she then stated since I am refusing to cooperate and verify my identity, she would " notate the account as a refusal ''. At this point, she disclosed the existence of an account that I had with XXXX without verifying my identity, which is violating my rights as a citizen to not disclose that an account exists. She stated she was only trying to help me, but what occurred next contradicted this. 
She disconnected the call abruptly, which is aggressive and harassment. After all, she called to get something from me and then threatened me with the fact she is working for a law firm representing XXXX  without providing any other info I immediately called back. 

Call 2 time : XXXX CST ( outbound call from me to XXXX ) Call Duration : 18 minutes I spoke with an individual and asked to speak with a supervisor. 
The supervisor, XXXX XXXX - extension XXXX immediately said he listened to the call and his representative didn't do anything wrong. I advised him that I understand my rights and this is harassment citing possible violations of UDAAP and FDCPA. 
I asked who the representative was and XXXX provided XXXX XXXX extension XXXX. I confirmed the name of the law office they represented, which was XXXX and XXXX and the address of XXXX XXXX XXXX XXXX NY. 
XXXX asked for me to authenticate who I was so he could discuss the reason for the call, so I provided my name and even my last 4 of my SSN. XXXX still refused to discuss anything with me because I wouldn't provide ALL of my personal identifying information. I advised him that I would be filing a formal complaint with the regulator who enforces the laws he is violating. 

Phase 2 - Calls to XXXX to figure out what is going on Date of calls : XX/XX/XXXX Time of Call 3 : XXXX ( outbound to XXXX  customer service XXXX ) Call duration : 13 minutes Call 3 details : I called XXXX immediately to figure out why a law office is calling me and harassing me. Since I have an account with them, I verified my identity, Name, Address, SSN. The representative advised I was past due and need to make a payment. I told her I would take care of it, but have been going through a divorce and not living at my home or received calls or mail. She understood and I then explained that I need to file a complaint regarding the law office representing them, which she told me " we receive a lot of complaints about them '', and that she " just had a complaint regarding them just a few days ago. '' I explained the situation and the rep stated she would be opening up a case. She placed me on hold, which eventually disconnected. 

Time of Call 4 : XXXX ( outbound to XXXX customer service XXXX ) Call 4 duration : 13 minutes Call 4 details : I tried to speak with someone regarding my complaint and why I was just hung up on by the previous representative and the XXXX representative hung up on me. 

I have not received a call back from either XXXX and XXXX or XXXX regarding my complaint. This is a clear violation of the protections the CFPB enforces for the citizens of the United States of America.

Company response to consumer: Closed with non-monetary relief