Consumer complaint received 2026-06-07 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: CA

Complaint narrative:
I am filing this complaint regarding my Target XXXX account and the handling of my identity verification and account access. In XX/XX/year>, I contacted Target Card Services to request a replacement card for my son because he reported that he had lost his card. After approximately 10 days, he still had not received the replacement card. In XX/XX/year>, I called again to inquire about the status of the replacement card. During that call, I was informed that there was a hold on the account. The representative asked me numerous security and identity verification questions, which I answered successfully. After completing those verification steps, the representative advised that the hold had been cleared and a replacement card would be sent. However, the replacement card that was sent was issued in my name rather than my son 's name. I contacted Card Services again and explained that there was nothing wrong with my card and that I simply needed a replacement card for my son at his address in XXXX, California. After another request was processed, my son eventually received a replacement card in his own name and successfully activated it. Following that activation, my own card stopped working. On XX/XX/year>, I contacted Card Services at XXXX to determine why my card could no longer be used. I was informed that there was again a hold on my account. The representative stated that they were unable to verify me through a text message to my mobile phone and that the only way to remove the hold was for me to provide a copy of my Social Security card and a recent bank statement. I objected to this requirement because I had already completed extensive identity verification during prior calls and had answered numerous security questions successfully. I explained that I was uncomfortable providing highly sensitive personal documents such as my Social Security card and bank statement when other verification methods should be available. Despite my concerns, I was repeatedly told that no alternative verification method existed. I requested to speak with a supervisor. The supervisor also insisted that these documents were required and did not provide any alternative solution. During the conversation, the supervisor disconnected the call before the issue was resolved. My concerns are : The account has been repeatedly placed on hold despite my successful completion of prior identity verification procedures. My card became unusable after replacement-card requests were processed. I have been unable to obtain a clear explanation for why the account remains restricted. I believe the institution should offer reasonable alternative methods of identity verification rather than requiring highly sensitive documents such as a Social Security card and bank statement. Customer service representatives and management have not provided a satisfactory resolution, and my interaction with a supervisor ended without assistance. I am requesting that the financial institution : Conduct a review of my account and the repeated holds placed on it. Provide a clear explanation for the restrictions on my account. Restore my access to my account if my identity can be verified through reasonable methods.

Company response to consumer: Closed with explanation