Consumer complaint received 2021-11-07
Company: TD BANK US HOLDING COMPANY
State: LA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I purchased a new vehicle from XXXX XXXX in XXXX Louisiana on XX/XX/2021. The truck is financed with TD Auto Finance LLC in XXXX OH XXXX. The dealership had to make some repairs on the truck before I could take possession of it. When the repairs were complete I picked up the truck on XX/XX/2021. I live in XXXX XXXX Louisiana and on XX/XX/2021 the XXXX XXXX XXXX XXXX issued a mandatory evacuation due to Hurricane Ida. On XX/XX/2021 Hurricane Ida destroyed over 75 % of XXXX XXXX Louisiana. Myself and my family evacuated to XXXX Texas during the storm. Mail services was suspended for the storm and no mail would be sent or received. On XX/XX/2021 USPS mail service was relocated to XXXX Louisiana. All of my new truck paperwork was lost during the storm and being under mandatory evacuation we could not get back to XXXX XXXX to look for it. On XX/XX/2021 the mandatory evacuation order was lifted for residents to return home to XXXX XXXX. As of this time I have never received any mail from TD Auto finance regarding any payments of even how to communicate with them. I attempted to call them to see about the XX/XX/2021 in regards to payment and the representative I spoke with said that they cant access any of my information without a loan number. I explained to the TD Auto Finance rep that I never received anything due to evacuation of Hurricane Ida and I did not have any way to provide a loan number as I never received anything. At this time cell phone service was very bad on XXXX XXXX and I attempted 2 more times after that to find out information and was unable to obtain anything. We continue to check the mail looking for the TD Auto Finance documents and never receive anything they must have gotten lost in the mail. On XX/XX/2021 I receive 3 delinquent payment notices and a letter stating that I have missed 2 payments and that my account is late on payments. TD Auto Finance also sent a letter stating that they are reporting the delinquent payment to my credit report. I called TD Auto Finance and spoke to many representatives about this now that I have a account number and way to communicate with them. I told them that we are under a Federally Declared Disaster Zone due to Hurricane Ida which was a Category 4 Hurricane and hit XXXX XXXX Louisiana as a direct hit and mail services are not running properly and explained everything to them. On XX/XX/2021 I paid the outstanding bills in full over the phone so that my loan is current. The TD Auto Finance supervisor I spoke with said she will see what she can do to get the late payment removed from my credit report. Prior to this late payment I had an excellent credit score with no marks on my credit report in my history of credit reporting. This hurricane was a Natural Disaster and not of my fault and being newly purchased and evacuated shortly after purchase mail services in ruins how could this be my fault. The TD Auto supervisor XXXX XXXX stated that if we are in a Federally Declared Disaster area that they may be able to remove the late payment mark from the credit report and she would call me back within 30 minutes once she researched to validate the disaster area. I waited over 2 hours and never heard back so I called and was provided the response of " there is nothing that they can do because its not an error on the reporting and being it was actually a late payment and not an error on the reporting there is nothing they can do about the mark to my credit '' I insisted on this being an error as I never received anything in the mail to pay so how can this be right. I am only wanting the late payment that was reported to my credit removed due to a Federally Declared Natural Disaster area which devastated my home and displaced me and my family for weeks. USPS mail services are still not operational here at this time is 71 days of temporary/no power, water, or basic means of living. Prior to this credit report late payment I had " excellent '' credit now my credit report is " fair ''. Thanks you for your time and consideration in this matter.

Company response to consumer: Closed with explanation