Consumer complaint received 2020-07-10
Company: TD BANK US HOLDING COMPANY
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
I made a payment to TD Bank on XX/XX/2020 over the phone for my Mor Furniture account. I used my XXXX XXXX account information that I have been using for 7 years without any problems. A couple of weeks later I get a letter saying my payment was returned so I call to find out why. Over the phone on XX/XX/2020 I was told my account information was wrong or my bank may have refused the payment which made no since to me because it has been the same for 7 years. They told me to call XXXX XXXX to find out why. That day I paid the remaining balance off using my XXXX XXXX account because I didnt want to be past due again and I had the money to pay it off. On XX/XX/2020 I called back because my credit report was saying my account was delinquent and it dropped my credit to XXXX when it was just XXXX I asked them to fix this because I gave them the correct information on XX/XX/2020 I asked them to look into it also because I talked to my bank XXXX XXXX to make sure I gave them the correct information and that they didnt refuse or reject any payments on or around that date, XXXX XXXX said they hadnt. TD Bank said they looked into it and I must have given them the wrong information or something because they did everything correct and payment was returned due incorrect account information. I asked them to verify what information I gave them and checked my bank account with XXXX XXXX, the account information matched so I asked them to continue to look into it and I would do the same. On XX/XX/2020 I asked them for all payment information including a trace or confirmation number they got from using their ACH payment system that XXXX XXXX told me and XXXX representatives told me to ask for because if I had that information, that TD Bank should have, then XXXX XXXX could check the ACH system to see why the payment didnt go through. TD Bank told me they dont have any kind of trace or confirmation number for that payment excerpt an internal company one, so I asked for that they told me they couldnt find it. They also told me they dont have any papers they can send me to make sure the representative on the phone didnt make a mistake. I offered to give them my band statement and a letter from XXXX XXXX proving the information I gave was correct they said theres nothing they can do and it wouldnt change anything. I also asked them to pull the call from that day to make sure the representative or I didnt make a mistake or to check their system to see if something was wrong with it that day or something wrong with the way the information was put in but their telling me they cant even access that information they just have a return notice saying my account information is wrong. But my bank XXXX XXXX is telling me its not and its probably something they did on their end and I would really like to get to the bottom of this so I can fix my credit and make sure it never happens again. I have never had a late payment or delinquent account and would like it removed from my credit report immediately especially since they cant even give me proof they submitted my payment correctly.

Company response to consumer: Closed with explanation