Consumer complaint received 2024-10-07 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
TD Card Retail Services has failed to apply payments timely and has used my credit report improperly. They have violated my rights under 15 USC 1681, section 6o2, which states I have the right to privacy. Under 15USC 1666b, a consumer reporting agency can not furnish an account without my written instruction. A creditor may not treat a payment on a credit card under an open end consumer credit plan as late for any purpose. These violations of my personal rights occurred on XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, and XX/XX/year>. And now, again, I am hold with this company and they are about to report another late payment for which I have a cleared check, as you will see below. 

I called TD Card Retail Service on XX/XX/year> trying to update my phone number to recognize my account in their system and to discuss that their records showed they had not received payment. I was placed on hold after providing the updated phone to customer service and the call was dropped. I called back attempting to reach someone and waiting on hold for over an hour before having to hang up. I tried their website that they prompted to handle card issues online at www.myTDfinance.com and the website was flagged as spam on the government agency computer I was using. 

I called TD card retail again today to ask for status update. I had submitted a complaint to them specifically through their dispute process in XXXX and had not heard anything back. Yet again, their system did not recognize my phone or account number. When I was finally able to reach a person after holding for 40 min, they advised I had a past due amount of {$210.00} and payment had not been received since XXXX?? However, I had checks reflecting in my bank statement that payments were received XX/XX/year>, XX/XX/year>, XX/XX/year>, and again on XX/XX/year>. Their card service advised me that I was not showing any payment made and was past due. I advised that check # XXXX had just cleared my bank in the amount of {$350.00} on XX/XX/year> and asked how it was possible that it's showing as late. The service agent then advised that they did see and said they were " transferring me to customer service ''. I had already been transferred six times when speaking to them and was placed on another long hold. Currently I have been on the phone for 56 minutes without the issue resolved. It is still showing late fees and payment owed with negative activity on my credit report. 

This issue with TD Card Retail Service has had a significant impact to my credit score. I went from a XXXX in XXXX of this year to a current XXXX due to late reflecting on the credit report and a closing of the account recently reflecting on the report, which lowered my available credit by over {$7000.00}. Their agency states the account is showing as open on their end. I am trying to apply for a home loan and this is preventing me from being able to get approval at an affordable interest rate for my family. I am a single mom and sole provider for my household with XXXX children, XXXX XXXX XXXX XXXX XXXX XXXX. I need this issue resolved with them as soon as possible.

Company response to consumer: Closed with explanation