Consumer complaint received 2025-10-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: TD BANK US HOLDING COMPANY
State: FL

Complaint narrative:
I was in the process of doing a refinance and having the new lender payoff my TD Bank Home Equity Loan along with my first mortgage. TD Bank was aware that I was in the process of a refinance as XXXX had been in contact with them several times to obtain payoff figures. When I was asked by XXXX to call TD Bank and assist in getting a payoff number, the TD Bank person I spoke to asked me if I was going to make a payment and I told her that since I was doing the refinance I wasn't going to make a payment. She said, okay. All of a sudden I get a call last week from TD that my payment was late and I said I knew and I was in the process of this refinance and that person indicated that I had been reported to the credit bureau. I immediately made the payment, but I had already been reported to the bureaus. I was very upset and asked them why didn't they give me the courtesy of letting me know that I was going to be reported to the credit bureau since they knew I was about to close on the new refinance. I explained to them that the woman I spoke to on XX/XX/XXXX, did not inform me to make a payment. She asked me if I was going to make the payment and I indicated to her that I wasn't due to the pending refinance. She never suggested or indicated that if I didn't make the payment, they would report me to the credit bureau. This is what I have told several TD Bank supervisors in the last week. Why couldn't they have been upfront at the time I asked for the payoff and simply tell me that I should make the payment or they would report me? This has caused me a lot of issues with me obtaining the refinance. I paid them the past due amount last week and they are not willing to report the update to the bureau, and they indicated they were going to listen to the recorded call from XX/XX/XXXX and today they indicated that they listened to the call and that the representative suggested that I make a payment. Of course, I didn't record the call, but I've learned a hard lesson whenever I speak to a bank again, I will record the call myself. I told them that I told the lady from TD Bank on XX/XX/XXXX that I was not going to make the payment and she said okay. She NEVER INDICATED THAT IF I DIDN'T MAKE THE PAYMENT THEY WOULD REPORT ME TO THE CREDIT BUREAUS. I told them I want to file a complaint with the chairman and they took the information over the phone today and said they would be in contact in XXXX to XXXX days. They had promised to call me back this past Monday and they finally called me today to discuss the call of XX/XX/XXXX. I asked them to report to the bureau that the account is up to date and they are not willing to do so until I pay the XXXX payment which isn't due yet. I also asked them if they could take away the late reporting since this is now critically affecting the possibility of me obtaining a refinance on my home. 
PLEASE NOTE THAT MY NAME ON THIS WEBSITE IS INCORRECT AND I WAS UNABLE TO REACH ANYONE IN YOUR OFFICE TO CHANGE IT AS IT APPEARS THAT YOUR PHONES ARE NOT OPERATING. MY CORRECT LEGAL NAME IS XXXX XXXX DE XXXX.

Company response to consumer: Closed with explanation