Consumer complaint received 2025-06-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: TD BANK US HOLDING COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX, I called TD Bank/Nordstrom Card Services to confirm whether, if I paid off my remaining {$2400.00} balance, my credit card could be reopened and used as agreed when I entered a payment arrangement last year. I was told my account had already been permanently closed, that it could not be reopened, and that I would have to reapply as a new customer. 

This contradicts what I was told when I enrolled in the payment arrangement in XXXX. At that time, I was informed that : My card would be temporarily frozen and the interest rate would be reduced to help pay down my balance. 
Once my balance was paid in full, my card would be unfrozen and available for regular use with no mention of permanent closure or new application requirements. 
I was never told there was a time limit or expiration on the arrangement, or that the card would be closed if not paid in full within XXXX months. If I had known, I would not have agreed to the terms. 

At no point was I informed in writing or verbally that my account would be permanently closed after a certain period. I only learned of the closure after the fact, despite relying on the promise that my account would be restored after payoff. 

Additionally, on XX/XX/XXXX, I was told that the reduced interest rate would expire at the end of XX/XX/XXXX, confirming that my payment arrangement was still considered active and in good standing until that point. 

I requested all phone records and documentation related to my payment arrangement and any closure or adverse action decisions. TD Bank representatives refused to provide phone recordings without a subpoena, though they acknowledged during their review that I stated I did not want my account closed. Despite this, they still claimed I agreed to closure, which is not accurate. 

I also requested all written documentation about the closure and payment arrangement. I was told I would be sent all documents except for phone recordings, which require a subpoena. 

I made it clear to the representative that misleading or failing to disclose the true terms of the arrangement, not providing proper written advance notice of adverse action, and refusing to provide documentation would result in a complaint to the CFPB and escalation to arbitration if not resolved. 



Issues Raised : Misrepresentation and lack of disclosure : I was never told there was a XXXX time limit on the program or that the card would be closed if not paid in full by then. 
False promise of reinstatement : I was told the card would be unfrozen and restored after payoff, not closed. 
No advance written notice : Any adverse action notice was sent only after the closure, not before, as required by law. 
Refusal to provide documentation : TD Bank will not release phone recordings or full documentation unless subpoenaed. 
Payment arrangement was still active : Lower interest rate was still in place and scheduled to end XX/XX/XXXXXXXX XXXX supporting my reasonable belief that the arrangement was ongoing and the card was not closed. 



Statutes Potentially Violated : FCRA 615 ( a ) ( 15 USC 1681m ) : Requires prompt and clear adverse action notice with specific reasons, before closure.

ECOA/Regulation B ( 12 CFR 1002.9 ) : Requires creditors to provide clear, timely notice of adverse action and the true terms of any credit arrangement.

FTC Act/UDAP : Prohibits deceptive practices and false promises regarding credit accounts.

Company response to consumer: Closed with non-monetary relief