Consumer complaint received 2024-07-16 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: TD BANK US HOLDING COMPANY
State: AE

Complaint narrative:
I recently made an expensive purchase ( {$4400.00} ) through a website ( RareCarat.com ) that was offering a 12 Month, 0 % interest financing plan through TD Bank. That option sounded pretty great to me, and when I was checking out, I didnt see an option to put an FPO/AE address for my billing address, so I just put my legal home of residence. ( XXXX XXXX XXXX military stationed XXXX, this is why my billing address is an FPO/AE address ) After placing the order, the website that I purchased the item on, reached out to me and said that, due to an agreement that they have with TD Bank XXXX they wouldnt be able to ship the item to an address that is different then the billing address. Okay, seemed like it would be an easy fix, but I wrong. 

I reached out to to TD Bank for the first time on XX/XX/XXXX or XXXX, to change the billing address, so I would be able to get the item delivered to my FPO address, and they said that in order to update it, they would need to verify my identity through a phone number that was appearing on my credit, by sending me a code. 

The problem here was, when I got stationed overseas, I suspended that phone line and got a cheaper phone service in the country where Im at. They told me that I would have to reach out to the credit bureaus and update my new phone number with all of them. That is exactly what I did, and TD Bank was still saying that it wasnt updated on their behalf. I tried everything in my power to correct the changes that werent appearing yet, and nothing worked. 

I eventually said forget it, and just paid {$200.00} to have my old phone lines service unsuspended, so TD bank could send me the code, so I could verify my identity. 

But NOW, TD Banks customer complaint resolution center is saying that they still cant send the code because the phone number that shows on my credit report ( that I just paid to unsuspend ) isnt verified on my credit report, therefore they cant send the code to that phone number. 

Firstly, how is a phone number that is connected to my credit report not verified? If it wasnt verified then why would it be connected to something SO important? 

Secondly, Ive never even heard of this, each credit bureau that I reached out to has never even heard of this, and there is nothing on the internet that even says that this is a thing. 

Everytime I call or leave a complaint, XXXX, employee ID : XXXX, is the person that I get connected with 95 % of the time. And I assume he leaves notes that are connected to my account, so when I DO happen to get someone else, they are following whatever he puts in the notes. I asked to speak to someone thats above him in his chain of command, and he states that he is the highest level that Ill be able to talk to. But he is just some person who works in the customer complaint department, and according to my research, TDs chain of command goes WAY higher then him.

Also according to him, this is the ONLY way I can verify my identity. Through MY phone number on MY credit report. But it has to be verified. Whatever that means.

Additionally, from a legal standpoint there are a few violations that TD Bank may be in violation of and I am trying to solve this at the lowest level possible.

Company response to consumer: Closed with non-monetary relief