Consumer complaint received 2024-08-13
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: TD BANK US HOLDING COMPANY (OH)

On XX/XX/year> I did not make a payment on my TD Double Up Credit Card due to financial hardship. on XX/XX/year> I received XXXX phone calls from the TD credit card collections department, I anserwd on the XXXX phone call that day. During that phone ( on XX/XX/year> ) I spoke with an agent and explained that I just graduated from school and was not yet working full-time and therefore could not make my minimum payment. I asked if I could be re-enrolled in a financial forbearance program ( I finished a program in the spring that the agent confirmed ). The agent asked me a series of questions to determine eligibility and told me that I was approved and could enroll in a financial forbearance program with a monthly minimum payment of {$120.00}, which I consented to. At that time I authorized a payment of {$120.00} to the account in order to enroll in the plan. I was told that my next payment would be {$120.00} due on XX/XX/year>. On XX/XX/year> I received another call from TD credit card collections that I answered and spoke with a different agent ; I expressed that I had enrolled in a financial forbearance program. This second agent confirmed that I was approved for the forbearance program and stated that my enrollment was only pending a payment of {$120.00} by XX/XX/year>. I stated that I was told my first payment was due XX/XX/year>, but this agent informed me that that was incorrect information and to make sure to make a {$120.00} payment by XX/XX/year>. This second agent also stated that she was not sure why I was still on the list to get phone calls but that once I made the XX/XX/year> payment the calls shoud stop as that would officially enroll me in the program. This second agent stated that she would write a note in my account regarding the forbearance program in order to stop the phone calls. I then received the following phone calls from TD credit card collections : XX/XX/year> I received XXXX phone call that I did not answer ; XX/XX/year> I received XXXX phone calls that I did not answer ; XX/XX/year> I received XXXX phone calls that I did not answer ; on XX/XX/year> I received XXXX phone calls that I did not answer ; on XX/XX/year> I received XXXX phone calls that I did not answer ; on XX/XX/year> I received XXXX phone calls, the last of which I did answer. I spoke with a third agent and stated that I did not understand why I was receiving so many phone calls when I had been told by XXXX separate agents previously that I was approved and properly set up with a forbearance program for the credit card. This third agent also confirmed that my account stated I was in the forbearance program and that she would write a note stating this in my account and place a hold for the phone calls because she did not see why I would be receiving them still. On XX/XX/year> I made a payment of {$120.00} to my account believing this would officially enroll me in the program and stop the phone calls. I then received the following phone calls from TD credit card collections : XX/XX/year> I received XXXX phone calls, the first of which I answered and was hung up on before speaking with anyone ; XX/XX/year> I received XXXX phone calls that I did not answer ; XXXX I received XXXX phone call that I did not answer ; XX/XX/year> I received XXXX phone calls, the second of which I answered and spoke with a fourth agent. This fourth agent informed me that I was denied from the forbearance program and had never been approved or enrolled because after the initial phone call on XX/XX/year> the information gets sent to a different department that has the final say in approving me for a program or not and at that time they denied me because I had finished a different forebearance program within the year. The deicison of denial was decided after I had agreed to a {$120.00} payment on XX/XX/year> to enroll in the program the first agent told me I was eligible for. I was told that a letter was sent to me on XX/XX/year> stating that I was denied from the program. I was packing to move at the end of XXXX and did not see the content of this letter. The fourth agent confirmed that there were notes in my account from other agents I had spoken with stating that I was in the forbearance program. This fourth agent suggested I file a dispute with TD Bank which I agreed to. I spoke with a fifth agent about this issue and was told that there would be nothing done to rectify my account. The fifth agent stated that she would review the recorded phone calls and when I asked if I would be informed of an outcome she informed me that there was nothing that would be done for my account and that there was no outcome to be informed of. I asked if I was able to have copies of all of my recorded phone calls and was informed that that would require a court order.