Consumer complaint received 2021-03-23
Company: TD BANK US HOLDING COMPANY
State: LA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
As a patron of the TD Yard Card since XXXX, I have had an impeccable payment record. I called the company in the beginning of XX/XX/XXXX to determine the full payoff amount. The representative told me the pay off amount XXXX {$4400.00} XXXX. I wrote the check in the provided amount and mailed it. I have requested time and time again through the multiple disputes I have filed ( 2 with the company and the 3 credit reporting bureaus ) that they pull and review the recorded conversation. I mailed the check on XX/XX/XXXX, yet it was not posted to my account until XX/XX/XXXX, 4 days past due. I imagine there was a delay in mail delivery due to COVID and then another time delay from when the company received, opened and posted it to my account. However, none of these issues were known to me until XX/XX/XXXX when I received a mailed letter from Yard Card indicating that they have been unable to reach me via electronic correspondence. My email address was and still remains and I check my spam email everyday so I assume it was an issue with their internal mail delivery system. My mailing address is also still correct and I never received any paper notice until the letter dated XX/XX/XXXX. However, I had no reason to believe XXXX that my account was not paid in full back in XX/XX/XXXX and XXXX that I would not have received notice if I had a remaining balance on my account. Apparently, there was an unpaid balance of {$45.00} along with a late fee that created a trickle-down effect. I immediately paid it once I discovered I was not receiving correspondences from them for unknown reasons. It was never my intention to submit a late payment or to leave an unpaid balance. To date, Yard Card is the only late payment history on my credit report. 

Since realizing what happened, I have reached out to Yard Card on many occasions. I have submitted two formal written requests to request them to correct my account considering the extenuating circumstances. Within those times, I called Yard Card a total of 6+ times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX to speak with someone regarding the situation and also find out the status of my disputes. One such time, they claimed to have never received it. Then after submitting it again, I followed up via phone to be informed that it was the wrong form. After mailing the " correct '' form on XX/XX/XXXX, they did not receive it until over a month later on XX/XX/XXXX. After filing these disputes, they have retro-added two more delinquent months on my credit report from the beginning of the year that were previously showing in good standing! I have also attempted disputing these issues online through all three credit reporting bureaus : XXXX, XXXX  and XXXX. If I contact Yard Card, I am unable to ever speak with a Dispute Resolution Specialist who is directly related to these issues. All of this has been a mishap on behalf of Yard Card for which I am being penalized. Yard Card has shown no effort in trying to truly understand and resolve my case and correct the clear internal issues they have that is probably causing the same issues for many others like me.

Company response to consumer: Closed with explanation