Consumer complaint received 2025-07-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: TD BANK US HOLDING COMPANY
State: AL

Complaint narrative:
I applied for a credit card through Target on XX/XX/year>. I was immediately approved for the XXXX, not the store-only card. Other than an email stating the application had been submitted, and the confirmation dialog box on the webpage where I processed my application, I received no notification or contact regarding the account approval and opening. 

I contacted TD Bank, who manages the card/account, that same day by calling XXXX. I was told that I would not be able to set up online account access, email notifications, or text notifications until after I received the physical card and paperwork in the mail. I was told this would take between XXXX and XXXX business days. However, they also stated that the card had not yet been sent out. 

After a couple of days, I called the same number again to confirm the account was created and the card was on the way. The representative confirmed both of those things. Then, on Saturday XX/XX/XXXX, I called again because the card had still not arrived and it was also not appearing in my upcoming mail with XXXX. ( I am enrolled in informed delivery and can see upcoming letters and packages. ) XX/XX/XXXX was the XXXX business day, and I was growing more concerned that I had seen no evidence of a card even being en route. The representative said that they could only confirm the account and card were created, and that the card was sent out. They said they have no way of tracking the progress of the shipping once it leaves their facility. They said XX/XX/XXXX was not counted as a business day, nor are weekends, and that Monday would be the tenth business day. They also said XXXX does not deliver on XX/XX/XXXX or on XXXX, despite XXXX having delivered to me on that day, the XXXX. Hence why I was so concerned and calling again. 

Still, I accepted what they claimed and waited for XXXX Nothing arrived. It is now after XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and still no card. This is the XXXX business day, and XXXX does not even show the card as an item in upcoming deliveries, much less as a delivered item. I called again, this time recording the phone call so that I have irrefutable evidence of the claims and ineptitude going on with TD Bank. The customer service rep confirmed everything I have stated here. Including that we are past the XXXX business day and that they can not track the card. She also confirmed that I was not allowed access to my own account or to manage that account until I have physical possession of a card. Then she stated that XXXX can be slow, which is probably why it has not arrived. XXXX business days already accounts for slow delivery and that is a laughable excuse. The only slight improvement to the communications today is that she offered to send a replacement. However, I do not want a replacement. I can not trust the company to deliver a card when it has been XXXX weeks and they could not either deliver or track the first XXXX. 

It is absurd that they made me wait well past the already long promised delivery window before they would even any sort of solution. Every prior call I was told that I simply had to wait and they could do nothing. The reps have all claimed they can not enter anything into the system to track the issue, so I had to re-explain it every time. They also said there was no one else to speak to about solving the issue. It was a total dead end. And the criminal part is that they refuse me access to my own account until I receive a card, but then make no guarantees and have no control over the delivery of that card. My account and credit score are being held hostage and I can not even see the account to know if some criminal is running around, spending from that account. I can't even cancel the account yet. And if I do, now I have a hard inquiry and negative mark on my credit report, with no account to show for it. I have the audio recording and transcript from today 's call if it is needed.

Company response to consumer: Closed with explanation