Consumer complaint received 2026-01-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: TD BANK US HOLDING COMPANY
State: TX

Complaint narrative:
I am filing a complaint regarding misrepresentation and inconsistent administration of auto rental collision damage waiver benefits associated with my Nordstrom XXXX XXXX credit card issued by TD Bank , N.A . 

I have been a long-standing Nordstrom XXXX XXXX cardholder and was aware of the benefit outlined in my guide of enhancement and benefits outline I received upon opening the card in XXXX ; however, because I've had the card for so long, after a rental car accident, I contacted customer service to confirm my card included auto rental collision coverage before filing a claim or pursuing alternative remedies. I was explicitly toldmultiple times, by different authorized representativesthat my card included the waiver coverage and that I was eligible to file a claim. 

Based on these confirmations, I proceeded in good faith to initiate the claim process. 

After attempting to open the claim, I was then informed by the benefit center that my card allegedly did not include rental car collision coverage due to a change in terms and conditions. This denial directly contradicted the repeated confirmations I received from prior to and during the claim initiation process. 

Compounding the issue, XXXX representatives themselves have confirmed to me that my Nordstrom XXXX XXXX card includes auto rental collision damage waiver benefits. However, when XXXX transfers me to the benefit center, the administrator denies that the benefit applies to my account. As a consumer, I have received conflicting and irreconcilable information from XXXX, TD Bank representatives, and the benefit center regarding the same benefit. 

At no point was I clearly notified that this benefit had been removed from my account, nor has TD Bank provided documentation demonstrating adequate disclosure of such a material change. I relied on the information provided by authorized representatives and was harmed as a result of this reliance. 

This situation reflects : -Misrepresentation of material credit card benefits -Failure to provide clear notice of benefit removal -Inconsistent and unfair claims handling -Harm caused by reliance on incorrect information provided by the issuer and its agents I am requesting that TD Bank : -Conduct an issuer-level review of this matter, including review of recorded calls and internal documentation ; -Provide written clarification identifying who administers rental car collision benefits for my account ; -Resolve the matter through reconsideration of the claim, partial reimbursement, or a goodwill settlement to offset the financial harm caused by the misinformation provided. 

For clarity and ease of investigation, the relevant calls are outlined below : XX/XX/XXXX -Contacted Nordstroms via the customer service number on the back of the car who gave me the number to Visa concierge for help with steps to file the claim- I called XXXX, XXXX ( XXXX ) XXXX via XXXX XXXX ( my phone had been lost in the accident ) and spoke with a representative who confirmed Auto Rental Collision Damage Waiver coverage after obtaining my card number. The representative attempted to transfer me to the claims department. I explained to them I still needed to gather the required documentation and would file the claim as soon as I had the appropriate documentation. The representative provided me with the claims department number and emphasized potential timing limitations associated with such claims. 

XX/XX/XXXX XXXX I called the claims department number provided to me, XXXX ( XXXX ) XXXX, to initiate the claim and was told the benefit no longer applied to my card. I advised the representative that I had previously been told it was covered and stated I would follow up for clarification XXXX I called XXXX again, XXXX ( XXXX ) XXXX again and spoke with a different representative who reconfirmed that my card included the Auto Rental Collision Damage Waiver benefit and transferred me directly to the claims department to begin the claim process. I was reconnected with the earlier claim representative and explained that eligibility had been reconfirmed. He stated he would submit an internal inquiry due to the conflicting information. 

XXXX : I called XXXX ( XXXX ) XXXX once more and spoke with a third representative, who again confirmed via my card number that my card showed the collision damage waiver benefit attached and proceeded to transfer me to the claims department to proceed with the claim. 

XX/XX/XXXX XXXX I reached out to TD Bank and spoke with a representative about my issue and asked for clarification of benefits. The representative told me to directly contact Nordstrom 's for benefit help due to her system not being able to pull up the benefits directly to my card because although they are the issuer and bank, it is primarily a Nordstrom affiliated credit card. When asked for the number to Nordstrom 's customer service to see if it differed the number I already called, she provided me with the same number on the back of the card that I already had spoken with.

In one final attempt to see if the outcome differed, I repeated the entire process : spoke with a Nordstrom 's representative, who got me back in contact with Visa, who confirmed for the fourth time the benefit was linked to the card, who then transferred me to the claims department, who then told me the benefit wasn't applicable and suggested yet again that I call the TD Bank customer service line.

Company response to consumer: Closed with explanation