Consumer complaint received 2022-07-30
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I purchased furniture on a 18 month deferred interest credit card/loan through Raymour & Flanigan furniture via TD Bank XXXX XX/XX/2022. 

The credit application online link was given to me by Raymour & Flanigan. When I applied, I was not told this was through a third party, only that it was 18 months deferred payment and interest. Once I applied, my sales associate notified me I was approved and my furniture would be delivered in a few days. 

On XX/XX/2022 I noticed my credit score had dramatically decreased from XXXX to XXXX. I got a free credit report and saw it was reported by TD Bank d/b/a Raymour & Flanigan Furniture that I was 3 months late on a payments. 

I immediately called Raymour & Flanigan to resolve this and was told I had to contact TD bank and was give a customer service number to call. I called explained my issue, they looked up my account and I was immediately transferred to collections. 

The collections person that I spoke with determined that my address was not on file with their company, they didn't have my phone number, or email address and because of this I was not sent 'welcome packet ' that had my account information and terms of the loan. 

She also informed me I was 3 months late on payments and said because of their error of not having my contact information they would waive all late fees and defer the start date of my loan. This was supposed to take place within a 'week '. 

When she went to send me the welcome packet with my account information, she was not able to 'save ' the information, because my account within their system was delinquent. She offered to transfer my call to account services and when she tried to do this, the call went to a recording that the company had 'increased call volumn ' and I was disconnected. 

This same day, I called back, explained my situation to 4 additional people, all with the same outcome. 

I tried the next day, and had the same outcome..explain, transfer, disconnect. 

I tried a week later, same outcome, I'd explain, they'd say they can't do anything because I'm delinquent, they'd transfer me and the call would disconnect. 

Keep in mind, from XX/XX/XXXX to XX/XX/XXXX, I was never contacted or communicated to from TD Bank, no email, mail, text - or any form of communication. The first outbound communication I received from them was on XX/XX/2022 and it was a copy of a late invoice. 

I have tried since to call back and resolve this, but have been told that because my account is delinquent the credit department can not transfer me or help resolve my issue until I pay the last 3 statements. 

It's not possible for me to be late on a payment that was never billed to me. The billing was never sent to me because the company did not have my contact information until XX/XX/2022. Once I called them proactively and gave them my information, then they sent me a copy of a bill. 

I am willing to uphold my agreement, however, I want all late fees waived and my billing cycle to start on XX/XX/2022 and to include the same no interest promotion for 18 months from XX/XX/2022. 

The account number is : XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief