Consumer complaint received 2016-06-06
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I had a very bad experience with TD Bank. This company is not complying with the duty of good faith and fair dealing. I requested a due date change and was told that it could take 1 to 2 billing cycles to take effect. However, same request @ the same time which was done to another account did go into effect on the same billing statement and was also confirmed on a later call versus this account which was not confirmed. However, still assumed it would have same rules. After the statement ended up printing with a large balance, because I did n't make a payment due to the fact that I thought it will print later in the month. Therefore, I right away made a payment and requested that they should complete a mid cycle update to the credit bureaus with the new updated balance. I was promised it will be done as well as I would get compensation for this inconvenience. After more than a week, when nobody got back to me, despite their promise to contact me, I reached out to them. After around 40 minutes on the phone with their lazy representatives I was advised that as per the corporate office I wo n't get compensation and there will be no credit bureau update either. @ that point I requested that they should please stop the request for the due date change, which they confirmed it 's been canceled. I then reached out to the corporate office to XXXX XXXX XXXX and asked her to assist me with the mid cycle update. She acted very nasty on the entire conversation and she simply refused by saying her manager XXXX XXXX XXXX is not allowing her to help me with this, but I can contact XXXX XXXX who would be happy to assist me. When I asked her to please check if she is available, since I do n't wan na have the run around, she refused, but assured me XXXX XXXX will handle it for me. I asked her to only give the massage over and she agreed. I then called XXXX XXXX, who of course as always did n't answer. I left a detailed message and also sent an email with my request. When I did n't get any response, I reached out to XXXX XXXX in another email letting her know how important it is for me, and that 24 hours passed already since I tried her, warning her if she does n't respond I will reach out to her managers and also file a complaint with the CFPB. She then answered me with the following : " I am out of the office for an off site meeting. Should you need immediate assistance please call our customer service agents who will be happy to assist. '' This unbelievable unfair answer, was after I was already pushed off by the regular customer service, refused service by XXXX XXXX per her advice, already wrote to her the importance of the issue, and was already ignored over 24 hours. Finally I reached out to all her supervisors including XXXX XXXX XXXX who all gave me same attitude, and never returned my calls and emails. When contacted their higher folks @ the executive office and filed a XXXX complaint, XXXX XXXX and XXXX XXXX got back to me, saying, that the mid cycle update was already completed and sent to the credit bureaus, and they can not provide compensation. This in fact is a simple lie. As of today XXXX/XXXX/16 it 's not yet updated with the bureaus. Now, I was mislead again, by them changing the statement date, after promising me it wo n't be changed. I went ahead and made full payments to cover for a XXXX statement balance however now they decided to change the statement date and I will have to wait until the XXXX for the bureaus to show my XXXX balance. Every call with their customer service takes at least 15 minutes. Corporate office, ignores me when bringing any issues to their attention, and they are not interested to improve.

Company response to consumer: Closed with explanation