Consumer complaint received 2024-01-30 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: TD BANK US HOLDING COMPANY
State: CA

Complaint narrative:
Due to an error with my payment bank account number on nordstrom.com, Nordstrom rejected my payment for XX/XX/XXXX. I was not electronically informed of this matter by the creditor ; had I been aware, I would have taken immediate action. 

In good faith, I proceeded to make my XXXX payment using the same method. Once again, the creditor failed to notify me electronically of any difficulties with the payment. It was only when I checked my XXXX report on Sunday, XX/XX/XXXX, that I realized the payments had been rejected. I saw two late payment reports issued by Nordstrom, which caused my XXXX score to drop by XXXX points. 

I have set up my account to receive both paper and electronic statements, but I have never received an email indicating that my electronic statement is available ( see attached my email history from Nordstrom.com ). As someone who frequently travels for work, I rely on electronic statements. The electronic communication agreement with Nordstrom does not specify that late payment notices will ONLY be sent through physical mail ( see attached ). When I spoke to customer service and asked for clarification on where it states that late payments or payment issues made online would be notified through physical mail ONLY, the representative could not provide an answer. 

I have attached the agreements and highlighted the sections referring to " other communications, '' but it is difficult for consumers like myself to interpret the language as to what constitutes " other '' or " applicable laws or regulations. '' I also highlighted in the attached Nordtsrom.com electronic agreement that it reads " ... ..Withdrawal of your consent will cause paper statements to be mailed to you and you will no longer receive an email each month to your profile email address informing you when your statement is available online ... '' This statement is false because i have NEVER Received an " e-mail '' to my registered email address that my monthly " statement is available online ''. 


Had I been informed by email indicating the late payment, or by email notifying me that the monthly statement was available online as it states in their agreement, it would have prompted me to go login to their website and check it, which perhaps would have allowed me to take immediate action to resolve the issue, and I would not have made another payment using the same account number. 

As soon as I received notice from my XXXX score decrease on XX/XX/XXXX Sunday, I contacted the creditor the next business morning XX/XX/XXXX Monday, and paid the balance in full, resulting in a XXXX  balance. This payment also included late payment fees. 

I am currently in the process of refinancing my house, and this issue has caused a significant delay. If Nordstrom removes these negative marks and allows my XXXX score to restore to its previous good standing, it will likely take too much time and I may lose the opportunity to secure a good rate with my loan broker. If these marks are not removed from my credit, I will be unable to refinance my house until my credit is restored, which could potentially take years. 

All of this could have been avoided if Nordstrom 's electronic agreement clearly stated that " Late payments '' will ONLY be notified through PHYSICAL MAIL and if they actually Emailed notification that monthly " statements were available ''. 

Their failure to honor the language in their agreement, and to provide clarity on the " applicable laws and regulations '', this would have been avoided and my credit would not have been severely damaged by XXXX point reduction. It is not fair and i want my credit restored and the late payments removed by Nordstrom. Thank you.

Company response to consumer: Closed with explanation