Consumer complaint received 2024-08-09 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: CO

Complaint narrative:
1. I am disputing the 30-day late remark on my credit report for XX/XX/2024. 
2. I arranged for a refund check for {$2300.00} from canceling my warranty on this vehicle. 
3. On XX/XX/2024, I did confirm the {$2300.00} check was received by TD. 
4. This payment was applied to my payments only three days after my payment was due on XX/XX/2024. I was not 30 days late on my payment at this point. 
5. When I checked the online account, the check was indeed applied to my payments and stated that I did not have a payment due until XX/XX/2024. 
6. Additionally, I received a XX/XX/2024, statement showing NO payment due. 
7. On XX/XX/XXXX, to my surprise I received a call from TD Finance advising that my payments were about to be past due. 
8. He said that my check for {$2300.00} was reversed and applied to the principal. I explained that I believed it had been applied to the payment based on what the online portal stated and the statement I received. The representative said he would reverse the payment to be made back to my monthly payments. 
9. I explained I am happy to pay then if he is unable to reverse them, but that I do not want this affecting my credit as I had believed this check for {$2300.00} was applied to my payments. 
10. The representative said on the phone he was able to reverse the check to be applied to my payments and that he is waiving the {$15.00} late fee, which he did. 
11. A week later, on Tuesday, XX/XX/XXXX I received a call from the same representative for TD Finance, apologizing and advising me that my {$2300.00} check was indeed applied again to my principal and that is because it was an insurance payment ( however, it was a refund check and had nothing to do with insurance ). 
12. Had I known that it was applied to my principal to begin with, I would have had no problem making the monthly payments. Instead, I was not aware and now am being reported to the credit bureaus as late for XX/XX/2024. 
13. I immediately made a {$1800.00} payment over the phone with the representative to bring my account current. 
14. He said his manager will be able to fix the reporting for me and had me on hold for nearly 45 mins while I awaited his manager. He never came on so he said that he will send a message to his manager, and I should hear from him shortly. I never heard back from his manager. 
15. After multiple additional calls, I was told to write a letter to TD Finance Problem Resolution Services, which I did on XX/XX/2024 and on XX/XX/2024. 
16. Unfortunately, TD Finance Problem Resolution did not agree with my me and sent a standard letter advising that they are reporting correctly with no way to reach anyone to discuss their findings. 
I am a responsible person and make my auto payments on time. I never had any past late payments. I would have paid had I known that the amount had to be credited to my principal as I was never notified of this. 
I find it egregious that TD is not willing to remove this derogatory remark for something they did.

Company response to consumer: Closed with non-monetary relief