Consumer complaint received 2018-08-29
Company: TD BANK US HOLDING COMPANY
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I reached out to the CEO of Nordstrom in reference to late payments on my credit report. Upon receipt of my email, Mr XXXX forwarded my email and documentation to XXXX XXXX for review. I explained my issue to Ms XXXX in writing on XX/XX/XXXX and XX/XX/XXXX and provided documentation. In XX/XX/XXXX, I lost both of my parents and my sister to XXXX, I was diagnosed with XXXX due to these losses, I was a victim of identity theft and I was on the verge of being evicted from my apartment. I was able to pull myself back up as I wanted the best for my 3 children and with the help of my remaining family and get my life back on track. I obtained a new position in XX/XX/XXXX with XXXX XXXX. With this new position, I was able to re-align my goals and finances. I knew that by the end of XX/XX/XXXX I wanted to become a homeowner and revive my credit history. With the identity theft issue, I had to get new bank accounts and cards. With the new position, I was afforded a new bank account with my new employer. It was an exceptionally busy time and my life as I was regaining MY LIFE and balancing a new career and being a single parent of XXXX children, I had not realized that I had missed my credit card payments as the bank account being used was the one I had closed due to identity theft. I was only notified of this issue by the bank and not by Nordstroms as I made purchases during this time.. This is in NO way how I wanted to regain my financial independence and credit worthiness. Once this was noticed, I immediately made a single monthly payment of {$600.00} to pay bring my account current and keep it current. I pay off my balance every month now. A brief look at my account will reveal I have successfully made on time and in full payments since my unfortunate oversight in XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX.Recently, I have embarked on one of my major life goals, that is to purchase a HOME for myself and my children. However, this incident has come back to haunt me as these late payments are hindering my chances with a mortgage. I have worked extremely hard to get back on my feet, become financially stable and regain my credit worthiness. I am literally crying as I write this as I have come so far and I do not want my past indiscretions to hinder what I am working so hard on.

Both responses from Ms . XXXX stated that the information was reporting correctly and that they are obligated to report account behavior accurately. I was requesting a goodwill late removal and I do not believe they fully investigated my hardship and saw that I have shown goodwill measure over the last 6 months, by paying my entire bill as well as paying my account in full each statement period.Attached you will find the identity theft police report, payment history to show I brought account current immediately, statement showing I carry no balances and last letter from Ms . XXXX.

Company response to consumer: Closed with explanation