Consumer complaint received 2026-05-12 00:00:00
Product: Credit card — Store credit 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
State: NJ

Complaint narrative:
In the early morning hours of XX/XX/2026, I logged into my Target credit card account because I was trying to get caught up on my past due payments. While reviewing my account, I saw an option related to a payment plan and selected it because I was looking for a manageable way to continue paying my balance during financial hardship. During the process, I was asked questions about my financial situation, including how much I could afford monthly and how long I believed it may take me to recover financially. I selected approximately {$50.00} per month and indicated that my financial hardship may last between XXXX months because I am currently dealing with serious personal and financial hardship related to a XXXX XXXX situation. At no point did I understand that the process would result in my account being placed into a settlement requiring a lump sum payment. After submitting the information, I was informed that I would need to pay {$2100.00} by XX/XX/2026, instead of being offered a structured monthly payment arrangement. This was not my intention. I was attempting to request a hardship payment plan so I could continue paying my balance responsibly over time. On XX/XX/2026, after submitting the hardship/payment assistance request, I received XXXX separate emails. XXXX email was a standard billing statement showing a statement balance of {$2700.00} and a regular minimum payment due of {$250.00} by XX/XX/2026. The second email stated that a payment of {$2100.00} had been scheduled for XX/XX/2026. The payment scheduling email did not clearly state that I was entering into a settlement agreement or explain the consequences associated with it, which contributed to my confusion regarding the status of the account and the arrangement I believed I was requesting. I also did not receive a separate written settlement agreement by email or mail explaining that I was entering into a settlement arrangement or outlining any related terms or consequences. The only emails I received were a standard billing statement and a payment scheduling confirmation, which added to my confusion regarding the status of the account. On XX/XX/2026, I contacted customer service, Target, and the collections department to explain the situation and request assistance. I spoke with representatives and supervisors and explained that I did not intend to request a settlement and that I was seeking a payment arrangement instead. I was informed that the settlement could not be reversed and that no alternative payment arrangements were available. I want to make it clear that I am not refusing to pay this account. I have been a customer for years and have made payments consistently in the past. I am requesting that the account be reviewed for hardship assistance and that I be allowed to repay the balance through a reasonable monthly payment arrangement rather than requiring a lump sum payment that I can not afford.

Company response to consumer: Closed with explanation