Consumer complaint received 2021-11-04
Company: TD BANK US HOLDING COMPANY
State: MA
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: Their investigation did not fix an error on your report

Complaint:
TD credit card is not shown in any of the credit reports from XXXX, XXXX and XXXX because the account was deleted by TD Bank. As a result, my credit score was affected severely. I reached out to TD bank multiple times and they replied with a letter saying that they found an error ( attachment 1 ) and will fix it in 60 days. After 130 days the error was not fixed and I reached out to TD bank again and this time they replied saying : " they are reporting my credit correctly ''. After 160 days, I still can not see my TD credit card in any of the credit reports from XXXX, XXXX and XXXX. I called XXXX and they confirmed that they haven't received communication from TD bank to fix the error. 

More details : 1- In XX/XX/XXXX I got TD bank secured credit card after depositing XXXX $ security deposit. 
2- I had a very small fraud on my TD bank secured credit card XXXX around XX/XX/XXXX. 
3- I replaced my secured TD card number XXXX with a new number in XX/XX/XXXX. 
4- The fraud did not affect my credit monthly statement, but I mistakenly assumed my credit score was affected and I filed a dispute with XXXX. 
5- XXXX reached out to TD bank regarding my dispute and TD bank replied with the following statement : Our customer was a victim of fraud. TD bank then DELETED my account with XXXX, XXXX, and XXXX. ( Please see attachment 2 : Investigation Result from XXXX ) 6- I have official credit reports from XXXX XXXX XXXX, and XXXX and I do not see my TD credit card in any of them ( attachments 4, 5 and 6 ). I sent all this information to TD bank credit dispute department on XX/XX/XXXX so they can fix the issue. 
7- TD bank replied with a letter on XX/XX/XXXX, saying that they found an error ( attachment 1 ) and they fixed it and I should be able to see my credit card on credit reports in less than 60 days. 
8- After 130 days the error was not fixed, and I reached out to TD bank again and this time they replied saying : " they are reporting my credit correctly '' ( attachment 3 ). 
9- After 150 days, I still can not see my TD credit card in any of the credit reports from XXXX , XXXX and XXXX . I called XXXX and they confirmed that they haven't received communication from TD bank to fix the error. 
10- Also, as a result of not fixing the error, my secure credit card was not upgraded to a regular credit card and the XXXX $ initial deposit I made in XX/XX/XXXX is still being held ( I have zero late payments and my current score is very good being above XXXX ). I was charged the annual fee of the secure credit card in XX/XX/XXXX. 

XXXX XXXX me a letter with the result of their investigation ( attachment 2 ). It mentions that TD bank deleted my account associated with TD card XXXX. As of now, all official credit reports from XXXX, XXXX and XXXX do not show my old or even my new TD credit card. 
I have reached to XXXX many times and they said they can not do anything to show back my TD credit card because the deletion process was initiated by TD bank. They said they are currently receiving monthly statements from TD bank for my credit card but that will not be of any value because the account was already deleted. XXXX advised me to reach out to TD Bank and they also said that TD Bank Insertion Department can handle this situation. After I checked all other credit bureaus, I found that XXXX and XXXX do not show my TD credit card so I am convinced that TD Bank deleted my account from all three bureaus.

Company response to consumer: Closed with non-monetary relief