Consumer complaint received 2024-01-09 00:00:00
Product: Credit card — Store credit card
Issue: Trouble using your card — Can't use card to make purchases
Company: TD BANK US HOLDING COMPANY
State: VA

Complaint narrative:
I opened a XXXX financing account on XXXX in XXXX of XXXX  and ordered a XXXXXXXX XXXX XXXX  XXXX with this financing on XX/XX/XXXXXXXX  under order number # XXXX. This was successful. 

The financing account I was offered and approved for is a revolving line that can be used anytime on XXXX 

On XX/XX/XXXX, I attempted to purchase another device with the XXXX XXXX I was approved for, and the purchase initially went through. But canceled shortly after about 20 minutes later. This was their response " Thanks for your recent order # XXXX. Were really sorry, but weve cancelled the items shown below because we couldnt verify some or all of your payment information. '' I placed the order again after verification, and the same issue happened. I've placed a total of 17 order independently, with XXXX Representatives over the phone, and verified information that has not changed with countless representatives. 

It is now XX/XX/XXXX, and I have been in communication with an escalation manager who said she would fix the issue, as it's an issue with their system, and has nothing to do with me. 

I received an email from this representative today stating that the final reason they can not process my order order, is because their system has identified that I can not place orders on their website? Also stating this aligns with their risk protocol and that their primary concern is security. 

This is absolutely unacceptable. The only reason I have a credit line with XXXX is to be able to purchase from XXXX. The financing is only able to be used online, and there is absolutely XXXX reason why " security. '' I was also told that I should request a credit line increase due to the option I had to split the payment method with another card during the initial orders. I requested it and was denied. 

This experience has led me to conclude that they are engaged in illegal Consumer Lending Fraud, and Deceptive Lending practices under " TILA and Regulation Z '' For a large company and lender to offer a consumer a revolving credit line that is limited to be used only on their website, approve the financing and the first purchase. Then later state that the consumer can not purchase online due to a fictitious claim of security, and leave the consumer stuck with a unusable credit line that the company is profiting from is not right, and illegal under regulations. 

I am looking for compensatory damages due to the impact this will have and has had on my credit report. I would have never opened a credit line with a company such as XXXX if I knew this was how they treated their customer and credit line holders. 

They've lied and said the reason was my credit limit, my information being different although nothing has changed, told me it was my bank who had the issue, that is was a linking account issue, and now that it's a security issue. They are liars and I will include all documentation as attachments.

Company response to consumer: Closed with explanation