Consumer complaint received 2025-03-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TD BANK US HOLDING COMPANY
State: TX

Complaint narrative:
I am filing a formal complaint against TD Bank regarding their unjust refusal to remove a derogatory mark from my credit report, despite the fact that it was caused by their own internal errors, conflicting information from representatives, and a lack of timely customer support. 

Summary of the Issue I have been a longstanding and responsible customer of TD Bank, maintaining a flawless payment history and good standing until an issue arose that was completely beyond my control. The problem began when I was locked out of my TD Bank XXXX account, preventing me from making payments as I normally would. In response, I took the proactive step of making payments over the phone to ensure my account remained in good standing. 

However, despite my efforts, I later received an email notifying me that my account was overdue. When I contacted TD Bank for clarification, I was informed that the payment had been reversed due to an incorrect account number linked to my profile. This was shocking and frustrating, as I was unaware of any errors. 

Adding to the confusion, I was given contradictory information by different TD Bank representatives : XXXX representative told me that my account number was incorrect, so I provided the correct XXXX to fix the issue. 
A later representative told me that the account number had actually been correct the entire time and was never changed. 
These conflicting statements from TD Bank left me perplexed and led to an unjust late payment report. This entire issue could have been avoided if I had simply been allowed to access my online banking account in a timely manner. 

TD Banks Mishandling of the Situation For XXXX weeks, I made XXXX phone calls to TD Bank , repeatedly requesting to update my phone number so I could regain access to my online banking. I was consistently told that the only way to do this was by visiting a TD Bank branch in XXXX I originally opened my account. However, this was not a feasible option because I currently live in XXXX, Texas. Despite my numerous attempts to resolve the issue, I was denied a reasonable alternative. 

After XXXX weeks of frustration and countless calls, I finally reached a representative who directed me to the correct department to update my phone number and restore my online access. Had I been provided with this solution from the beginning, this entire ordeal could have been avoided. 

Impact on My Credit Score and TD Banks Unfair Decision As a direct result of TD Banks mishandling of my account, they reported my payment as late and reduced my credit limit from {$3700.00} to {$800.00}, causing my credit score to plummet over XXXX pointsfrom nearly XXXX to XXXX. 

Despite presenting TD Bank with a clear timeline of events, my perfect payment history, and evidence of their internal errors, they refused to remove the derogatory mark and failed to take accountability for their actions. Their response has been unfair, unreasonable, and harmful to my financial standing. 

Request for CFPB Intervention I am requesting that the Consumer Financial Protection Bureau ( CFPB ) investigate TD Banks handling of my account and take the necessary action to correct this unjust credit reporting issue. Specifically, I ask that : TD Bank be required to remove the inaccurate derogatory mark from my credit report. 
TD Bank restore my original credit limit of {$3700.00} to reflect my prior good standing. 
TD Bank implement better consumer protection policies to prevent future cases where customers are forced into unfair credit reporting consequences due to system failures and misinformation

Company response to consumer: Closed with non-monetary relief