Consumer complaint received 2023-04-06
Company: TD BANK US HOLDING COMPANY
State: FL
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:
1-I was a customer of Target Red Card since XXXX. With no problems. The Card was cancelled at the end of XXXX for lack of use. I did not shop because of COVID. I could not get out because I am XXXX XXXX veteran and my husband was working as a XXXX almost every day on a COVID unit. 
2-I requested my account remain open. I was approved and sent a new card and a {$40.00} gift certificate that I did not use. ( BTW more money than the {$30.00} they reported I did not pay to the credit Bureaus ). 
3-I made a small purchase for my Grandchildren with my daughters assistance.

4-I waited for the bill but none arrived. I logged into my account on line to try to see what the balance was. My account balance said XXXX balance due. I was able to log into the account however at the time I did not realize it was the old account information, It appears that Red Card somehow combined the closed account with the new account, but did not update the site. Since it was a new card, I was not sure about closing dates and when I should expect a bill.

5- I finally received a paper bill in the mail that arrived after the due date. I called Red Card customer service and explained I did not receive a bill. I was concerned about my credit rating. The Red Card Customer service representative I spoke with assured me there was no issue if it was less than 30 days late. I paid the total amount due on the bill. 
6- At this time thought everything was resolved. Little did I know they added a {$30.00} late fee to the account. 
7 I am usually very diligent with paying my bills and maintaining a good credit rating. I am XXXX years old ; I never had any negative reports to my credit record, and my score was well over 800. When I was attempting to resolve these issues, I was having medical problems. I had a XXXX  XXXX that would not clear up. It caused me to have a XXXX XXXX which caused problems functioning. ( I have XXXX XXXX ( XXXX XXXX and any XXXX causes me to have XXXX and XXXX XXXX XXXX ). At the same time, I had a XXXX XXXX granddaughter that was born with a XXXX XXXX XXXX that can cause XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX and XXXX XXXX. She was in and out of the hospital ; for tests/treatment. To add to the stress my XXXX-year-old granddaughter kept having her XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Additional stress, and again influences the XXXX and XXXX XXXX of the XXXX XXXX It has been a challenging few years. this just adds to the rough time we all are having. 
8- During this crisis I received another bill with another late fee. I called Red Card customer service again to complain. I spoke to at least 4 different representatives with my concerns and said I want to close my account because these things keep happening. A supervisor reassured me it would be fine and explained all the benefits of keeping to account opened. She removed all the late fees. I was again reassured that it would not affect mt credit rating because it was not 30 days. 
9- A few days later I received an email from My XXXX XXXX XXXX card credit monitoring I was enrolled in advising me that I had a negative comment on my credit. I knew it had to be from the Red Card because I had no other issues with any other accounts. 
10. I called the Red Card Customer Service again. Initially the person that answered the phone assured me there was no issues. I was insisted that there must be. They checked the account and found the problem. They said they could not do anything about it and gave me the address to send a letter to. 
11. I sent a letter on XX/XX/XXXX to Red Card services to try to resolve the issue. Their response was the information was correct that was provided to the credit bureaus. 
12. There were no financial reasons why I could not pay the bill The late payment was impacted by my mental and physical problems ; I believe the main cause was : 1. Not receiving bills on time, or an email follow up message. 
2. Adding the Late payment without notification 3. Giving me the wrong information on the numerous calls I made to Red Card Services.

4. An online account with confusing entries and misinformation. 
5. Notifying credit burau as a bad depth for only fees.

Company response to consumer: Closed with explanation