Consumer complaint received 2021-08-18
Company: TD BANK US HOLDING COMPANY
State: OH
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
To whom it may concern, In early XX/XX/XXXX I received a notification from my XXXX  credit protection service notifying me that I had a late payment. The payment was TD retail and at that point it was 60 days past due. I went back to my banking records and check to make certain that the payments for To whom it may concern, In early XX/XX/XXXX I received a notification from my XXXX  credit protection service notifying me that I had a late payment. The payment was TD retail and at that point it was 60 days past due. I went back to my banking records and check to make certain that the payments for furniture from XXXX XXXX had been made on time. They had. On XX/XX/XXXX I reached out to the consumer phone service for TD retail bank and had a discussion with a representative, that represent Informed me that a manager would reach out to me within 24 to 48 hours. There was no such callback. I made repeated calls after the initial conversation and each time I was promised that a manager would call me back to rectify the situation. No such call ever came. On XX/XX/XXXX, Oh I made a written inquiry with the XXXX XXXX and informed them that repeated efforts had been made to contact a manager. I also followed up twice again on XX/XX/XXXX. Shortly after that I did receive an email stating that it would be two billing cycles before the situation could be remedied. I have all of my banking statements showing that I paid the debt in full, Actually I over paid the debt, as I was charged {$260.00} in the XX/XX/XXXX bill for some reason that Im not aware of. In late XXXX I had a discussion via phone with the XXXX XXXX platinum card representative regarding posting errors on their end. They had charged me {$25.00} for non-payment nonsufficient funds from my institution. It turned out that they had posted to the incorrect account and they reversed those charges at that time. The XX/XX/XXXX bill reflected that reversal, but in XX/XX/XXXX there was another {$25.00} charge for non sufficient funds. This is a posting error on their end. The most frustrating part of the whole process has been that it can be cleared up with about a five minute conversation between myself and someone who has the authority to actually investigate the posting error. I have spoken with the accounting department at the actual physical XXXX XXXX store where I purchased the furniture and she is in agreement with me that is an error on TD retail banks end. I have had absolutely no recourse but to sit and wait and my attorney had advised me in the beginning of this process that I should reach out to your XXXX. I hesitated to do that because the folks at the XXXX XXXX store have been very helpful but they have made absolutely no ground with their own third-party financial institution, TD retail bank. Furthermore, the folks that I have spoken with who represent TD retail bank when I call XXXX have been in agreement with me that its a simple posting error. On two occasions in the first week that I was calling the representatives even promised me that a manager would call me back within 1 to 2 hours. 

Regrettably, Im having to reach out to your agency because my credit is being severely impacted and the folks at the physical XXXX XXXX store in XXXX Ohio have not been able to nudge the process along. The folks at TD retail bank however have been able to call me repeatedly day after day, sometimes several times a day to harass me about this debt that I have not only paid but overpaid. I have kept taking photographs of all of my bank statements as well as a small portion of the cell phone records with the exceptionally high volume of calls from TD retail bank.

One of the most concerning part of this entire process has been the fact that once I was notified by my credit reporting Agency of the late payment, I walked into the TD retail bank facility at the corner of XXXX  and XXXX in XXXX XXXX XXXXXXXX to sort the issue in person. I gave them my TD retail bank account number and they had absolutely no record of the account or any transactions. 

Given the communication regarding my repeated inquiries I am not at all confident that my situation will be addressed in a fair and honest manner. Please let me know what I can provide to your agency so that I may sort this in the near future. 

Thank you, XXXX

Company response to consumer: Closed with explanation