Consumer complaint received 2019-08-28
Company: TD BANK US HOLDING COMPANY
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
On Saturday XX/XX/XXXX I received a XXXX XXXX email asking me if a purposely closed my TS Bank Credit Card. 

I immediately called TD Card Services and I was told that my account was closed because it had not been used. I explained that I purposely kept the card at XXXX balance and as an emergency credit card, once I paid off the previous balance. 

The account representative asked if I wanted her to re-open the account and I said yes. The representative said the credit card was re-opened and that I need to use it to make sure it is not closed. 

At an appointment on XX/XX/XXXX, to get my eyebrows done, I went to use the card and was humiliated because the transaction was declined. I immediately called TD Card Services and asked why my transaction was declined and I was told " we stopped use of your card because your mailings show I moved. I explained that all correspondence was supposed to be done through email and nothing is supposed to be mailed! I also stated that I used the mobile app to update my address and I was told " the Card Services did not get that update '' The account representative confirmed and updated my contact information for Card Services and was told I was ok to use my card. 

In XXXX I called to confirm the card I had was still having problems and showing closed in my credit history. I explained this closure drastically damaged my credit/FICO score and I am still waiting on them to correct the account being closed. 

This time I was told by the account representative that my card was never activated again in XXXX and the previous representatives were incorrect in the actions provided. I escalated this to a supervisor who then stated that they showed no calls from me asking to keep my card active and asked to re-apply to have my credit card opened again. I asked why do I need to re-apply for a card that you should never have closed. I have an active checking account and line of credit so I am not understanding why TD Bank would purposely close my good standing credit card account! They did not call me or email me knowing that I purposely checked to have nothing physically mailed to me. 

I have complained to TD Bank about their practices after realizing that they purposely marked my line of credit and my credit card with a late fee in XX/XX/XXXX. When I called to correct no late payments, I was then told that my line of credit showed me late for a payment. In reviewing the line of credit payments, it seems that even though I made multiple payments, using the mobile app, double payments did not count for XX/XX/XXXX and TD Bank would correct the late payment in my credit history. After a few months, I called back and was told that I was given incorrect information and no correction was going to be made, despite no history of previous or late payments afterwards. 

It is my belief that TD Bank is targeting and purposely destroying my credit history in an attempt to force me to use their credit card for high profit gain on interest and service fees. 

I have had a XXXX XXXX account ( before it they acquired XXXX XXXX Bank ) since XXXX with no issues. Since losing my XXXX year daughter to XXXX  in XXXX, I opened a TD Bank account to alleviate some despair of related memories. To date, my XXXX XXXX XXXX  has never faulted nor had XXXX XXXX ever closed my accounts.

Company response to consumer: Closed with non-monetary relief