Consumer complaint received 2025-05-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: TD BANK US HOLDING COMPANY
State: FL

Complaint narrative:
I disputed a late payment record history reported to the credit bureaus on my account with TD XXXX XXXX XXXX XXXX XXXX . This late payment in XXXX XXXX as more than XXXX late was the direct result of significant changes to TD XXXX XXXX XXXX XXXXXXXX account and XXXX XXXX XXXX, and the impact and details of which were not properly communicated to me as a customer. 
XXXX. In late XX/XX/XXXX, TD XXXX XXXX XXXX XXXX XXXX implemented changes to its payment processing systems, moving from the My Online Account ( XXXX ) system/platform to My TD XXXX  ( XXXX  ). 
XXXX. On XXXX, XXXX I received an email notification that TD Retail cards and my XXXX XXXX  account would be moving to a new system XXXX with a new Logon link to the new system. The email noted : WHATS Next : As we get closer to completing our system upgrade, we will provide any updates or important information by email, on your billing statement and on our Cardholder Resources page. We're working hard to minimize any disruptions and ensure this transition is as seamless as possible. 
NOTE : A copy of this and other email notifications is attached to this letter as supporting documentation. 
XXXX. On XX/XX/XXXX, an email notification was sent to customers informing that : IMPORTANT : The websites you currently use to log into your account XXXX and XXXX will no longer be available after XX/XX/XXXX. 
WHAT YOU NEED TO KNOW : From XX/XX/XXXX through XX/XX/XXXX, online account management will be unavailable. If you have a payment due during this period, please schedule your payment in advance or call XXXX make a one-time payment via our automated system. 
XXXX. There was NO notification that move to the new system would impact existing payment methods and Automatic Payments and require customers to re-register their payment methods and set up automatic payments anew, as well as other account management details such as notification alerts for late/missed payments etc. None of the communications sent me as a customer via email or otherwise, or on the website linked in the email communications provided this significant and important further information on the change. 
XXXX. The Only mention of any payment impact was during the dates of XX/XX/XXXX to XX/XX/XXXX in the XX/XX/XXXX notification email : During which time If you have a payment due during this period, please schedule your payment in advance or call XXXX make a one-time payment via our automated system. 
o There was NO mention of other impacts, that existing payment setup and account settings would not be migrated/transferred to the new system and any requirements to re-register for payments including Automatic Payments and account notifications etc. 
XXXX. There was No clear information provided by TD XXXX XXXX XXXX on the details changes and any requirements for customers beyond registering for an account in the new system was provided in these notification emails and communications from TD Retail Card Services and the information page link provided for further details/learn more ( a copy of the website and the email notifications are attached to this letter as supporting evidentiary documentation ). 

Unfortunately, as a result of this lack of clear notification of changes by TD XXXX XXXX XXXX and the subsequent failure to re-register my automatic payments in the new system, and notify of a requirement to re-register payment accounts and re-setup Automatic Payments a payment was missed which I was not made aware of until it was more that 30 days past due, leading to a late payment record being reported to the credit bureaus. This has adversely affected my credit score and financial standing.

In accordance with the Consumer Financial Protection Bureau 's Truth in Lending Act ( Regulation Z ) : 1026.9 - Subsequent Disclosure Requirements, credit card issuers are required to provide timely and clear disclosures about significant changes to account terms, including payment systems. The failure to clearly notify me of these changes and requirements including those that impact payments constitutes a violation of this regulation.

Further, 1026.10 ( f ) Changes by the card issuer, states credit card issuers are required to notify consumers of significant changes to their systems that affect payment processing. Additionally, if such changes result in a late fee or finance charge, the issuer must waive or remove the fee or charge, or credit the consumer 's account in an amount equal to the fee or charge.

Reference 1026.10 ( f ) of the Consumer Financial Protection Bureau 's Truth in Lending Act ( Regulation Z ) : ( f ) Changes by card issuer. If a card issuer makes a material change in the address for receiving payments or procedures for handling payments, and such change causes a material delay in the crediting of a payment to the consumer 's account during the 60-day period following the date on which such change took effect, the card issuer may not impose any late fee or finance charge for a late payment on the credit card account during the 60-day period following the date on which the change took effect.

I have provided copies of the various email notifications from TD XXXX XXXX XXXX XXXX XXXXXXXX and the transition webpage page as supporting documentation of the failure to provide clear disclosure and notification of changes to the account and payment management systems, including failing to notify customers that customers will be required re-register their payment methods and set up automatic payments anew, as well as other account management details such as notification alerts for late/missed payments etc. 
These communications Stated Only : We're working hard to minimize any disruptions and ensure this transition is as seamless as possible. Without any other required significant information on the impact of the change to payment methods for customers, including Automatic Payments and account management alert settings etc. These significant details should have been provided in accordance with the Truth in Lending Act ( Regulation Z ) : 1026.9 and 1026.10 with at least 45 days notice.

I have NEVER had any payment late 30 days or more in my credit history with ANY account and always been diligent in managing my financial obligations. As a loyal customer, I have always taken great care to ensure timely payments on my account since opening my XXXX XXXXTD XXXXXXXX XXXX account in XX/XX/XXXX I have experienced ongoing issues with Auto Payment processing with the older myonlineaccount.net system that resulted in payments not being properly processed by TD Retail XXXX XXXX as scheduled. This was confirmed on multiple occasions with TD agents with whom I spoke with to understand the issues in the past 18 months, resolve and correct to withdrawal from my TD Bank checking account. Agents helped to both edit and/or remove and re-add the TD Checking account directly on multiple occasions because they could see this was an error on TDs system which had failed to attempt to take the payment from my TD bank account, despite all the details being correct. The last time the agent still could not explain why this had been happening. You will find all these problems and agents assisting to correct the issues on TD Retail Card systems noted on my account history. 

I have directly contacted the lender in writing with a letter including these details and supporting documentation. The response received was that they completed their investigation and not changes have been made. There was not information specifically regarding the late payment history record from XXXX and my supporting documentation and statements that they failed to provide proper notification to consumers such as myself of the change impact on payments including automatic payments and account management alerts and that customer need to take important action to re-setup payment accounts and automatic payments to avoid payment issues. They provided no supporting information to demonstrate that they had in fact provided such required detailed information to customers. Attempts to call directly and speak to anyone in the Dispute department results and endless call transfers and told you must mail a dispute. I have not been able to speak with a supervisor or anyone regarding the issue being disputed and why they will not remove the late payment /miss payment history record.

Company response to consumer: Closed with monetary relief