Consumer complaint received 2021-12-01
Company: TD BANK US HOLDING COMPANY
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
On Mon. XX/XX/2021 at appx. XXXX I was purchasing a mobile cell phone on XXXX XXXX official website. There was an option to buy it in full or choose a payment plan. I chose a payment plan and the next screen asked for my personal information for XXXX financing. Nowhere did it mention I was applying for a Line of Credit or CC or that they would pull a Soft or Hard inquiry to my credit report. In fact, the previous screen showed verbatim " this will not impact your credit score ''. After submitting the page with my personal information, the next page showed the last 4 of an acct. # with XXXX XXXX card services, and a " credit limit '' of {$4500.00}. At the bottom of the page it said Submit Order. Around that same time, at XXXX, I received an email notification from my bank ( XXXX ) that my credit report had been viewed by someone and my score was impacted XXXX points. When again, XXXX 's website said my XXXX XXXX wouldn't be impacted. I was also alarmed by the line of credit reflected on this screen before submitting my order. As again, there was no disclosure stating I was applying for a Line of Credit or CC. So I closed the browser window and never submitted the order. Unfortunately I hadn't had the chance to screenshot the pages but thought XXXX could help me address this. 

I used XXXX 's chat feature through their website that same night at XXXX to ask. After explaining, the chat agent said they'd connect me to a higher tier. I was placed back in que until XXXX, it said an agent was connected to me again, and this agent said let me connect you to a supervisor. A supervisor was connected finally and said it's the XXXX dpt. and provided a #. I called that exact # and was told it was the XXXX XXXX #, they couldn't help me, I need the XXXX XXXX. and transferred me to them. XXXX said it wasn't them, they only deal with processing orders, they said I needed XXXX dpt. which is what the chat agent promised me was that # in the 1st place. So Ecommerce transferred me to what they said was XXXX XXXX and an agent from TD retail card services said XXXX, don't work for XXXX, they're simply the bank XXXX uses and she couldn't help, that I had to resolve the Credit pull/complaint through XXXX 's ... XXXX DEPARTMENT. I told her that's why I was transferred to her, because XXXX said this was their XXXX XXXX.! She said again, we don't work for XXXX, you have to go through them. I said there weren't accurate discolures to open YOUR acct. however and she said that's something to dispute with XXXX financing and/or if they have a complaint/compliance dpt. which I also can't find or get a hold of. I tried to find either of those through XXXX more channel with XXXX which is a text option. " Text with a XXXX XXXX '' they call it. I tried that today, XXXX. XXXX XXXX 2021 at appx. XXXX and had to go through an agent to their manager who said they couldn't connect me to either of those and the agent XXXX said she couldn't provide a # to corporate " at this time ''. I asked why not and no reason was given, just a sorry for your inconvenience. 
So an endless loop where I can't resolve the issue with the direct XXXX ( XXXX or TD retail card services, who are the ones that show as the company that pulled the credit report ). 
I have transcripts of the chats and texts and call logs from my phone showing XXXX and longer calls with several different XXXX department/customer XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation