Consumer complaint received 2023-12-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: TD BANK US HOLDING COMPANY
State: OR

Complaint narrative:
TD Retail Card Services via XXXX XXXX, I am writing today to address persistent issues with my account and formally dispute any late charges or fees that have been applied to it. Additionally, I would like to dispute any negative information that may have been reported to credit bureaus. 

Firstly, I want to emphasize my commitment to making timely payments on my account. Each month, I have been diligent about contacting TD Card Services by phone because I have encountered difficulties accessing my account online. Your records will show that I have made these requests regularly, always with the intention of ensuring my payments are submitted in a timely fashion. 

On XX/XX/2023, I encountered yet another issue when I attempted to log in using my XXXX XXXX ' at XXXX : XXXX, receiving a message stating, " For security purposes, we've paused your login access. Contact us at XXXX for assistance. '' Eventually, it was fixed, but at the time, it was inaccessible. 

Also, on XX/XX/XXXX, at XXXXXXXX XXXX, I reached out to TD Card Services, initially speaking with XXXX, Rep ID XXXX, who transferred me to your customer service department. Subsequently, my conversation with XXXX, Rep ID XXXX, then transferred me to the payments department, where I spoke with XXXX, Rep ID XXXX, who regrettably disconnected the call. It's worth noting that I fully understand that these calls are recorded and can be accessed upon request. 

I made additional attempts to contact TD Card Services at XXXXXXXX XXXX  and XXXXXXXX XXXX, and unfortunately, the automated system disconnected my calls both times. On my fourth try at XXXXXXXX XXXX, I was finally able to speak with XXXX, ID : XXXX. XXXX informed me that there had been no updates regarding the dispute for account XXXX XXXX XXXX XXXX as of XX/XX/2023, stating that TD Card Services had sent the dispute for review on XX/XX/2023. 

On XX/XX/2023, at XXXXXXXX XXXX, I spoke with XXXX, REP ID : XXXX, who told me that Account XXXX was handling my account and that she had no further information in her department, Customer Service. I was told I was being transferred to the correct department, and after a short hold, the call was disconnected. 

Going back to XX/XX/2023, at XXXXXXXX XXXX, I reached out to TD Card Services and engaged in a conversation with XXXX for 26 minutes and 13 seconds. During this discussion, I provided XXXX with extensive details regarding the ongoing issue of being unable to make payments either online or by phone. Later that same day, at XXXXXXXX XXXX, XXXX 's manager, XXXX, called me, and our conversation extended for 14 minutes and 31 seconds. Our dialogue went into great depth regarding the recurring concern and issue. 

XXXX indicated that the root cause of the payment issues was an error in my bank account information, which had been inaccurately input since the creation of my account. It's important to note that I have never made any changes to my account details, including banking information, since its creation. The account numbers had errors of up to four digits, raising questions about who was responsible for these inaccuracies, whether it be XXXX or TD Card Services. It's perplexing why I was allowed to create an account and finance over {$2000.00} worth of merchandise if the initial information was incorrect. Furthermore, despite my monthly calls to make payments, it's surprising that the incorrect account information was not detected and communicated earlier. 

Upon logging into my online portal on XX/XX/2023, at XXXXXXXX XXXX, each of the five messages that I had written was met with the resolution : " Thank you for your recent inquiry. Please contact our Account Services Department at XXXX for further assistance. Representatives are available to assist you. Customer Service Department. '' On XX/XX/2023, I received a follow-up message on the online portal provided by TD Card Services ( XXXX XXXX XXXX ) stating : " Thank you for your recent inquiry. A dispute form is available online at XXXXXXXX. Please fill it out and send it to TD Card Services- Customer Service, XXXX XXXX XXXX, XXXX, SC XXXX, or by fax at XXXX, Attention : Customer Service. If you have additional questions or concerns, please contact the Account Service Department at XXXX. Representatives are available to assist you. Customer Service Department. '' It should be noted that I have already mailed, emailed, and submitted through the online portal a formal dispute many times in an effort to expedite results. I immediatley contacted TD Card Services at XXXX and spoke with representative XXXX XXXX, who stated she had no REP ID. After stating my formal dispute on a recorded line, she disconnected the line after 12 minutes and 44 seconds. 

On XX/XX/2023 I contatced TD Card Services yet again to try to recify this issue. XXXX ID XXXX, passed me off to XXXX XXXX, with no prior knowledge oif my account. There has been no reposne from TD Card Services for over a 30 day perioopd except tthat they maileed yet anopterh dispute form, depsitew me already filling oiut and mailing said form. 
Given these circumstances, I would like to reiterate my formal dispute of all late charges, return fees, and any other charges on my account. I kindly request a thorough investigation into this matter and a resolution to rectify these issues. It's crucial to correct my account and promptly amend any negative credit bureau reporting resulting from this situation. 

I anticipate your prompt response and a resolution to this dispute. If you need any additional information or documentation from me, please do not hesitate to contact me using the provided contact information. 

Thank you for your attention to this matter. 

XXXX XXXX

Company response to consumer: Closed with explanation