Consumer complaint received 2018-11-06
Company: TD BANK US HOLDING COMPANY
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I have had a XXXX  XXXX XXXX since XX/XX/XXXX.  Recently a collection company called me to collect payment for this card in XX/XX/XXXX for about {$150.00} ( a {$47.00} charge plus late fees is my understanding ). Not knowing if the call was legitimate, I contacted XXXX directly where the automated card system showed a balance of about {$150.00} and asked for a payment, which I made in full over the phone through the automated system. I called the collection company back and informed them I had paid the balance through XXXX. A few weeks later I tried to use my card and the transaction was declined. 

Upon calling XXXX XXXX XXXX to inquire each Customer Service representative put me on hold and then the line dropped after being on hold for a long time waiting for them, 4 calls total on 2 different days. One rep said my account was closed due to delinquency over a year, one rep said shut down due to past due unpaid balance, two reps said the card balance was {$0.00} and the account was current. Upon explaining to them my card was declined they all put me on hold for a long time, and eventually the call disconnected on its own. 

Today I contacted card services because upon applying for a Corporate Business Credit Card through XXXX for my business, my application was declined. I assume this means my XXXX XXXX has been reported as Closed to the Credit Companies. 

Upon contacting XXXX today, and requesting escalation to a supervisor I spoke with an agent named XXXX. XXXX recapped the following : _I charged a purchase to my XXXX   XXXX for a total of about {$47.00} on XX/XX/XXXX _The card was unpaid for 3 months and therefore XXXX automatically closed my account and this could not be reversed _I advised XXXX that I had not once during this period received a call from XXXX Company or any emails or mail telling me I was delinquent or past due or that collection proceedings would follow _I advised XXXX I simply forgot I had charged that and to make a payment, and that since I don't see paper statements it slipped my mind _I advised XXXX I have 3 emails from XXXX this year : 1 in XX/XX/XXXX updating privacy policy, 1 in XX/XX/XXXX for my statement for about {$47.00} ( this is where I must have forgotten to make a payment ) and then again one on XX/XX/XXXX telling me a payment was due on XX/XX/XXXX but no balance and nothing saying my account was closed _I asked XXXX to confirm that I had paid my balance in full on XX/XX/XXXX and asked her to confirm I never received any notice that my account was in collections or that it was going to be closed or was closed, she confirmed _Brady stated they aren't required to call me because of the volume of business they do, because of the amount of accounts they manage that they don't have to call anyone _Brady stated they sent me an email monthly with a statement and that is due diligence enough _I advised XXXX I do not have a statement in XX/XX/XXXX or XX/XX/XXXX in my email, she was adamant that they did send me monthly statements _Brady confirmed they had my address, phone number and email address _Brady advised I would need to dispute this with the credit agencies and there's nothing she can do to help me If my account was closed and in collections from XX/XX/XXXX to XX/XX/XXXX, why would I get a statement in XX/XX/XXXX that says I have a payment due on XX/XX/XXXX to XXXX after my account was closed with no indication that that had happened? See attached! 

I am extremely upset about the overall handling of this situation. While I understand that I failed in remembering to pay off the {$47.00} charge I made in XX/XX/XXXX, and that that is fully my mistake, I feel terrible for forgetting, I don't believe that XXXX did their due diligence in contacting me for repayment and I did not receive any notice of potential collection action, potential account closure, or notice when my account was closed. I find this unacceptable business practice. 

Please help, I need to be able to carry a business credit account and checking/savings account, and to refinance my home, and I don't feel this was handled appropriately/diligently.

Company response to consumer: Closed with explanation