Consumer complaint received 2026-03-08 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: TD BANK US HOLDING COMPANY
State: CA

Complaint narrative:
I am submitting this complaint regarding my Nordstrom credit card account and the continued servicing issues I have experienced despite my repeated attempts to communicate and resolve the situation. Nordstrom XXXX XXXX is already fully aware of my circumstances. Someone from their card services department previously responded to my complaints through both the Consumer Financial Protection Bureau and the Better Business Bureau, which means the company has already reviewed my situation and is aware of my financial hardship and my efforts to address this account responsibly. I have also clearly informed Nordstrom XXXX XXXX that I prefer written communication and that I have issued a cease-and-desist request regarding phone contact. They are aware of this request, yet the core issues with my account remain unresolved. One of the most serious problems is that I can not access my account online because the email address associated with the account is outdated. I spoke with representatives weeks ago and explained that I can not log into my account due to the incorrect email on file. I requested that the email address be corrected so that I could log in, review statements, and properly understand the activity on my account. Instead of resolving the issue, the representatives told me they could not fix the email address and instructed me to call back. As a result, I still can not access my account. At the same time, fees may continue to accumulate while I remain locked out of the account and unable to review statements or account activity. It is unreasonable for a consumer to be expected to manage a credit card account while being denied basic access to that account. In addition, I attempted to be proactive and contacted Nordstrom XXXX XXXX beforehand to explain my financial XXXX. I experienced a sudden reduction in work hours and survived XXXX XXXX that significantly impacted my income. Rather than recognizing that I was attempting to communicate responsibly and address the issue early, I was told that I did not qualify for additional hardship assistance because I had already exhausted the XXXX program previously. That response was extremely disappointing. It felt as though XXXX was effectively blaming me for circumstances beyond my control, including reduced hours and being XXXX XXXX XXXX. Instead of attempting to work with a customer who was transparent about their situation and trying to prevent things from worsening, the response I received was simply that no further assistance could be offered. If my intention were to ignore this account, I would not be repeatedly attempting to contact the company, regain access to my account, and request assistance. My actions demonstrate that I am attempting to understand my account status and address the situation responsibly. Nordstrom XXXX XXXX is aware of my situation, aware of my prior outreach, and aware that I have raised these concerns through previous complaints. Yet I remain locked out of my account while fees may continue to accumulate and meaningful assistance has not been provided. This reflects poorly on how the company handles customers who attempt to communicate honestly and proactively during XXXX XXXX.

Company response to consumer: Closed with explanation