Consumer complaint received 2024-12-31 00:00:00
Product: Credit card — Store credit card
Issue: Incorrect information on your report — Account status incorrect
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
I am filing a complaint against TD Retail Card Services for providing me with inaccurate information and a false guarantee about my account, which ultimately negatively affected my credit score.

I opened a TD Retail Card Service
s Financing account through Raymour and Flanigan on XX/XX/XXXX. I made an in-store purchase at the Raymour and Flanigan in XXXX, NJ. I was encouraged to set up a financing account by the sales associate. I was under the impression that I set up auto-pay as part of the financing process. I would not have opted for financing had I not been able to set up auto-pay at the time of purchase. I received a call on XX/XX/XXXX from a customer advocate at TD Retail Card Services stating that my account was past due. I was surprised as I had set up autopay at the time of the purchase. I asked the customer advocate if the past due status would be reported to the credit agencies and was told that it would not be reported if I paid the overdue amount and the next months payment. I made the payment while I was on the phone with the customer advocate and had her confirm that the past due had not been reported to the credit agencies and it would not be. ( See attached screenshot for payment confirmation ). The customer advocate guaranteed me on a recorded line that the past due status would not be reported to the credit agencies. She stated that I was within the five-day grace period and that she could see in the computer system that no reports had been made to the credit agencies as of XX/XX/XXXX about my account. As such, I did not take any further action. 

On XX/XX/XXXX I received an alert that the account was reported and listed as past due with the credit agencies. The account was reported as past due even though I paid extra to ensure that it would not be reported and received a verbal guarantee from the customer advocate at the time of that payment on XX/XX/XXXX. Had I known that it would have been reported, I would not have paid the extra months payment, and I would have taken immediate action to address it with Raymour and Flanigan and with the credit agencies before the report was made. The false assurance I was given by the customer advocate directly impacted my ability to act before the report could be made. As a result, my credit has suffered significantly and I will not be able to refinance my student loans, etc. as I had been planned. I have worked for years to maintain good credit and it is unacceptable that the false assurance and inaccurate statements of one customer advocate could ruin that progress for years to come. 

I have directly disputed the late payment status with XXXX and XXXX. The XXXX dispute was denied, and I am still waiting on the XXXX results. However, I anticipate it will also be denied without the cooperation of the creditor. I reached out to TD Retail Card Services and was told that they have no idea why the customer advocate provided me with false information and were unable to provide any additional information regarding the events that took place. Again, this is unacceptable, unprofessional and predatory.

Company response to consumer: Closed with monetary relief