Consumer complaint received 2023-03-21 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
In XXXX of XXXX I became XXXX and only recently was properly diagnosed, after being diagnosed with XXXX XXXX. I have been slowly recovering only in the past few week, though I will not fully and live in great pain. I'm in my early XXXX and am in school. 

I had dept on a credit card with TD bank that I was unable to address until XXXX. I did attempt to touch base with TD bank at least 3 times a month from XXXX ( when I was able to make a payment by depleting my savings ) to XXXX. But I was unsuccessful and any time I tried to call the line I was directed to I was automatically directed to a collections department. That department would inform me they were only the collection department for checking and saving departments. They would proceed to transfer me back to the same line, keeping me in a loop where I was unable to actually discuss my account to establish a hardship payment plan or request the interest be waived to any extent possible ( which I was directly informed was possible when I closed the account with an existing balance back in XXXX so my sole focus would be on paying the card down ). I closed the account because I had just quit my job as I couldn't type after loosing the dexterity of my hands. 

I sent secure message multiple time from XX/XX/XXXX to XX/XX/XXXX and received unhelpful and generic responses that seemed to indicate a lack of seriousness, inexperience, and that my messages were being skimmed not read thoroughly. 

Only in XXXX, maybe XXXX, when I was able to walk without sever pain and a lower risk of falling did I manage to visit a branch that was not able to help me in person and I was yet again given another number to call and transferred to multiple departments. However, I was finally able to reach a collections department that was the correct department, after months. I spoke with someone who said that I could apply for multiple payment plans but said I would have to negotiate the interest down, with no guarantee, after agreeing to a repayment plan which felt at most predatory and at least exploitative. 

I can't recall all aspects of the call in detail but I asked to speak with a supervisor, a request the representative informed me they were unable to accommodate. I was informed that regardless I would need certain documents to provide to TD Bank to initiate the application process for a repayment plan and was informed I could call back. I tried multiple times to reconnect with that department but no representative knew what department I was referring to and the supervisors I were told would and only could reach out to me via call back never reached out. 

During this, TD has been charging me late fees and interest charges surpassing XXXX XXXX dollars. Additionally, they have been reporting this as derogatory to consumer credit agencies. This feels wrong, but given how deeply I feel taken advantage of and disregarded. Especially in a way that feels adverse and in total contradiction to my rights as a consumer, I reach out to this bureau because I question the legality of this banks treatment towards me. I have reached out to this bank multiple times in good faith, even while I was fighting for my life, only to be disregarded while have my credit worthiness unjustly tarnished. 

They also closed the link TD checking account without any notice that no representative I've spoken to has known anything about. 

*Please note that this was dictated with voice recognition software and grammatical errors should be disregarded.

Company response to consumer: Closed with explanation