Consumer complaint received 2020-03-07
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Debt collection
Sub-product: I do not know
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I received a letter in the mail from XXXX XXXX XXXX XXXX dated XX/XX/2020, asserting that I owed {$640.00} to TD Bank, NA. I have never had an account or other customer relationship in any capacity with TD Bank. 

I called XXXX to dispute the debt. When I called they asked me for the last four of my social. I did not wish to share that information so I explained the contents of the letter. XXXX told me that the debt collection notice had actually been recalled by TD Bank and TD Bank was no longer seeking to collect the debt through XXXX. I asked XXXX if they could confirm that the debt itself had been erased/purged because I had never had a relationship with TD Bank. They could not confirm and instructed that I call TD Bank 's fraud department. 

On XX/XX/XXXX, I received an automated call from TD Bank 's recoveries department. I assumed this call was related to the debt, but because I did not have an account number/debit/credit card number ( because I do not have an account or any relationship with TD ), no one there could help me. 

I then called TD Bank 's fraud department on XX/XX/XXXX. They were entirely unhelpful. They explained that the only way that they could help was if I provided the last four of my social. I asked for clarification, because I did not want to share my social, and because the debt collection letter from Radius included ( 1 ) my current address ; ( 2 ) my name ( but in reverse with last name first ) ; ( 3 ) a reference number with Radius ; ( 4 ) the last four digits of a supposed account # that I was unaware of ; and ( 5 ) a balance that was apparently due. In addition, TD Bank clearly had my cell phone number because I was receiving automated calls from them. However, none of this was enough to get more clarity on the situation from the TD rep. They insisted that I needed to provide the last four of my social. Otherwise, I would have to go to a local TD branch and bring an ID with me.

The next day I went to a local TD branch, with my ID and the  XXXX Letter. Again, I was asked for the last four of my social. Again, I explained all of the circumstances and all of the information TD already had. The TD branch rep then explained that he could only help me if I provided the last four of my social, despite the contrary instructions from the TD Fraud Department rep from the day before. The TD branch rep then called TD 's Fraud Department. This time the department gave me a new number to call to get an " identify theft packet '' and all I needed to do was provide the reference number on the XXXX  letter. I couldn't even call that number at the time as it was a weekend and that service was unavailable. The Fraud Department also could have given me this information the day before, so that I could have made that call first before wasting time at the branch, hearing the same story the Fraud Department gave. 

None of the individuals I spoke to could provide me any assurances with respect to this debt and future unwarranted debt collection notices. Nor could they even confirm that filling out this " identity theft packet '' would help resolve the issue.

Company response to consumer: Closed with non-monetary relief