Consumer complaint received 2017-03-22
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
In XX/XX/XXXX, I opened a new credit card account with TD. The physical card for that account expired in XX/XX/XXXX. When I did not receive a replacement card by XXXX, I called TD to request a replacement card and was told that my card would not be reissued because the account had been inactive for 18 months at the time of card expiration. My account has remained open ( and reported as open to the credit bureaus ), and I have continued to be charged interest and to make payments. I requested a replacement card several times between XXXX and XXXX and was told nothing could be done. In XX/XX/XXXX, I again requested a replacement card for this account and TD continued to state that my card was denied re-issuance in XX/XX/XXXX because it had not been used for the previous 18 months, and stated they could not issue me a new card at that point ( XX/XX/XXXX ) because the account had now been inactive for over 60 months. When I pointed out that I 'd used my card at least as late as XXXX XXXX, TD then agreed that I had actually used my card as late as XXXX XXXX, only 6 months before XXXX XXXX. Then TD stated ( for the first time ever, despite my numerous written and oral communications with various TD Bank employees re : this issue between XXXX ), claimed that re-issuance was declined due to late payments. TD further stated that, " Regardless of the reason your credit card was not reissued in XX/XX/XXXX, we are not able to reinstate your account now. The law requires we assess your ability to repay before any credit card is issued. If you wish to have an active TD Bank credit card you would need to close this account ( you are require to continue making payments as indicated on your statement until the account is paid in full ) and reapply for a new credit card ( this will involve obtaining an updated credit report and determining if you currently meet our credit criteria ). '' However, my credit card agreement provides that TD may re-assess or review my credit history at any time, and I also informed TD that they could check my credit and I would give them any additional information needed to do so. Further, TD increased the credit limit on this account from {$5000.00} to {$5500.00} sometime between XXXX. This indicates that TD has the ability to review my credit without the need for me to apply for a whole new and separate credit card account. In addition to repeatedly providing me incorrect information re : transactions on my account, reason for declining to re-issue my card, and seemingly on the law related this this issue, during my interactions with TD in XXXX, I was referred to an individual named XXXX. During my conversation with XXXX after being asked specifically if I would like TD to close this account, I requested that the account not be closed. I also made this request to TD via writing. When I saw that my account was suddenly being reported as " account closed at consumer 's request '' in XXXX, I contacted TD to inquire and was told that my account was closed on XX/XX/XXXX based on a letter sent by XXXX XXXX XXXX on XX/XX/XXXX ( the same date I spoke with XXXX XXXX XXXX XXXX. I was also told that TD records show that the account was closed based on my request. After numerous requests via email and phone, my account was reopened within a few weeks, however, I was informed by TD that they would still never re-issue the card on my open, active and current account. Based on the foregoing, as well as other details not discussed above, I believe TD 's actions in refusing to re-issue my card ( initially and after subsequent requests ), and in reporting my account as closed in XXXX, were not based on legitimate reasons, and were instead due to either negligent mistakes and/or personal animus due to unpleasant interactions with me re : previous issues I had with the account.

Company response to consumer: Closed with explanation