Consumer complaint received 2024-09-12 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: TD BANK US HOLDING COMPANY
State: TX

Complaint narrative:
Opened a new account with TD Bank in XXXX of XXXX  to purchase furniture for my home from XXXX XXXX furniture. For the purchase the XXXX XXXX sales associate recommended the credit they offered through the store with TD Bank. The sales associate entered the information I provided on the application to complete the sale, expected delivery was the end of XXXX. 

The first week of XXXX I received a notice from TD bank dated XX/XX/year> - the notice indicated " A potentially Suspicious transaction has been detected on your XXXX XXXX XXXX account '' and requested I contact them to confirm the transaction. I called immediately after receiving ; Verified my name, address and phone number and then confirmed the purchase. I was told if there were any additional questions a supervisor would reach out. 

I never heard back from TD bank, with the exception of the welcome packet to enroll in online billing to make payments on the account. My account is current and up to date, all payments have been made on time. 

In early XXXX I received a notice dated XX/XX/year> - this notice advised me TD bank closed the account on XX/XX/year>, it stated " We determined it was necessary to close your account. It stated it was in regard to the credit card activity and records. It mentions I am still responsible for the balance of the closed account. 

I began attempting to reach the number provided on the document for quesitons - the number was for the customer service department. Not only was this an extremely long hold time, each representative that I spoke to did not have any information regarding the reason for the closed account, I was advised it was closed due to fraudulent activity and that I would be responsible for the balance. I escalated to one of their Supervisors - asked him when the account is cancelled due to fraudulent transactions how is it I am responsible? The Supervisor indicated he saw where I had contacted previously to confirm information, he stated he understood my concern and advised he could send in a request to the companys fraud team to reach out to me and to also send me documentation. He stated I may need to call back to escalate further if I don't hear back from them. After 1 week went by with no contact, I called TD Bank again- and spoke with another Supervisor, this individual was not as helpful as the first. She advised me the account cancelled because I did not call initially. I referenced the prior call that was mentioned I did call to complete, her response was " Well you didn't pass verification '' I requested to speak with the Fraud department directly - she advised they don't take phone calls, then I requested to speak with her Supervisor. She advised I was not able to escalate further. This account has hit my credit as a closed account, which does have a negative impact. I have good payment history and the account reflects current. Reviewing my account only still reflects I have credit available. There are no copies of any documents sent to me from my online account. The only available documents are Statements

Company response to consumer: Closed with explanation