Consumer complaint received 2022-01-14
Company: TD BANK US HOLDING COMPANY
State: NC
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Virginia XXXX TD Bank Dispute/Complaint XXXX. XX/XX/XXXX, I opened an account with XXXX XXXX XXXXTD Bank a . Original credit limit {$7000.00}, free interest for 12 months b. Payments due XXXX of every month c. Never missed a payment and late one time on XX/XX/XXXX ( last payment ) 2. XX/XX/XXXX ( see attachment ), received a letter informing me of a reduction of my credit line a. It caused my score to go down and I called customer service to complain XXXX. XX/XX/XXXX, I phoned TD to ask for a deferment and was denied because I received one in XXXX and was told by the agent the policy is one and one only. 

a. I explained my financial situation was worsening due to the COVID-19 Pandemic and I was struggling. 

4. XX/XX/XXXX, closed account I phoned TD Bank Customer Service on XX/XX/XXXX and informed them I had lost 98 % of my business revenue and customer base due the COVID-19 Pandemic/Lockdown and asked if there was any program under the CARES Act that could help me, maybe a deferment, even though I was denied previously. 

Narrative, XX/XX/XXXX XXXX. TD agent told me pay what I can, when I can and transferred me elsewhere to discuss my options a. I was connected to another agent with a very thick XXXX accent b. Again, explained my situation and she gave me an option to spread my outstanding balance over a XXXX period ( the max ). 

I was on the phone with her for approximately an hour while she tried to find someone to help me, but no one was available. The agent reassured me she made the appropriate notes and references on my account and would escalate it to a supervisor in the Forbiddance department and he or she would get back to me within three working days. 

I waited the three days and called back to many times to count and was told the following ; Narrative 1. There is no such department : at least ( 3 ) times 2. The information the agent told me was not correct and a supervisor was not going to call me back On or about XX/XX/XXXX, I received the standard dept collection calls which have not stopped, slowed down or otherwise, but no calls about the Forbiddance program/application.

Narrative 1. The call was standard and as I explained my situation for the 10th time and was extremely frustrated, mentally exhausted  and crying uncontrollably, the agent interrupted me and started to pray and preach to me. 

XXXX. I explained I had been waiting since XX/XX/XXXX, for someone to get back to me about the Forbiddance program and was still waiting. 

XXXX. She put me on hold to confirm some details and said she noted my account and escalate the matter to management/supervisor of that department 4 XXXX At XXXX p.m. I received a text message, it read ; a. Hello, is this XXXX XXXX? 

b. I would never have done this, The Father told me to send you this, I will always be here for you XXXX!! 

I was extremely apprehensive and paranoid once I realized it was the agent I was just talking to and became hysterical after noting she was still at work. I honestly believed it was some kind of set up or information gathering to be used against me in a retaliatory way. It made me feel very uncomfortable and because I have complex mental health issues ; XXXX, XXXX XXXX XXXX, XXXX, XXXX and XXXX XXXX ) I was in a space of disassociation which is a coping mechanism when I am face with an extreme and uncontrollable event and or drastic life change. 

I finally received a call from the Forbiddance Department in early XX/XX/XXXX and after completing the questionnaire the agent told me I was denied and when I asked why she told me my disposal income was not enough for approval and told me to pay what I could, when I could and when my financial situation improves to call back and I could apply again. 

I recently checked my XXXX credit file and my score dropped by ( XXXX ) points because TD reported my account delinquent without any prior notification and reported it while I was still waiting to hear back from anyone in the Forbiddance Department. Between XX/XX/XXXX, to present TD has never uttered a word of their intentions, not in any of the 10 plus telephone conversations nor by email or any other electronic communication. 

On XX/XX/XXXX, I received a letter from TD with the explanation as to why I was denied help. On XX/XX/XXXX, I phoned TD and again explained my situation and explained about my credit report and was transferred to XXXX in accounts ; Narrative 1. I again repeated my situation/frustrations 2. Explained I lost 98 % of my business revenue 3. I was XXXXXXXX  and now receiving food stamps 4. I was desperately trying to save my business a. I applied and received the first round of SBA EIDL Loan for small business b. I was in the processes of the increase request c. SBA delays and I was 000.000.1 % away from completion and getting the funds I need to save my business d. Because TD reported me as delinquent my score dropped which could very well impact my application as SBA has a score guideline and use XXXX to access eligibility e. I asked to him to remove the negative from my credit report and quoted the amended CARE ACT, amended on XX/XX/XXXX and asked if TD adhered to that, he failed to answer and instead responded with it is policy to report delinquent accounts, ( I asked approximately 5-6 times for TD to remove it, he continued to repeat the same, we report delinquent accounts f. I had requested e-statements via the online portal ( urgent ) and received an email confirming complete, yet no statements attached or accessible via the portal. He committed to mailing them to me. 

g. I asked for copies of all my phone calls from XX/XX/XXXX to present, he told me it is policy not to release them to the public and when I asked for where I could find that information in the XXXX & XXXX he told me its in my original financial agreement. I let him know I had it and asked what section he was referring to. He put me on hold and apologized as he misspoke and its not in the XXXX & XXXX but still a policy h. When asked if he could confirm our conversation via email, he refused I receive on average ( 3 ) collection calls from TD per day and an estimated ( 2-3 ) hang up calls per week since the beginning of this. During one of the many phone conversations, I expressed that I had been waiting since XX/XX/XXXX for someone to get back to me and had my phone glued to myself in anticipation and was ready to proceed. The agent told me those calls were XXXX XXXX. 

I have disputed the delinquency with XXXX and am in the process of filing a dispute with the rest. In addition, I have utilized the messaging option on the online portal to request the following. 

1. E-Statements from opening the account to present 2. Without Prejudice, demanding they remove the delinquency Post Hast based on the facts, amended law/s under the COVID-19 Pandemic, along with a host of other NC and Federal Laws and have received confirmation emails each enquire has been completed, with no further information how I can access it and or their response to my concerns I am in the process and or waiting for the following information ; 1. My mobile phone call logs 2. Statements 3. Written, verbal and or electronic response to my email messages 4. Copies of my calls to and from TD I received a collection call today, spoke with XXXX, very nice and again reiterated the same thing and she couldnt stop apologizing and saying things like oh my, unbelievable, Im speechless whilst she tried so hard to make it right and light, the matter remains unresolved. 

TD Bank has caused me extreme mental and physical distress beyond my ability to cope without being heavily medicated and even then its difficult. TD has caused me XXXX XXXX XXXX XXXX XXXX XXXX XXXX and a host of other ailments that are having a serious and adverse effect on my life, situation and well being. TD Bank has broken me, my spirit and at times my will to live, and the last time I felt that way was in XXXX when I attempted to take my life and was in a coma for two days. 

Please make note I have every written document, screen shot, text messages, etc. regarding ALL the above. 

Many thanks, XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation