TD BANK US HOLDING COMPANY

2018-07-30

Dr Martin Luther King Jr, FL

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with monetary relief

Timely Response

2018-07-29

Bronx, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: TD Bank is not allowing me access to my XXXX Benefits from social security at their physical branches because they deleted my expired XXXX XXXX from their system last year in XXXX. They deleted the expired XXXX XXXX in XX/XX/XXXX because that was the only ID in my possession after my wallet ( gym bag ) was either lost or stolen. I knew that I'd initially opened the account w/ my current foreign passport and expired XXXX XXXX because the bank 's rep scanned both in their computer system, so I thought that the bank would allow me access to my funds after answering the security questions w/ the expired XXXX XXXX. I was denied a new bankcard at the physical branch in XXXX ( XXXX ) and told that I'd initially only used my foreign passport to open the account when two forms of identification are needed to open an account if you're a resident alien w/out city or state ID. Now, in XX/XX/XXXX, after the XXXX XXXX told me to return to the bank when my renewed XXXX XXXX arrived in the mail to access my account back in XX/XX/XXXX- I'm being denied service at other physical branches w/the renewed XXXX XXXX, and being asked to provide my foreign passport as an alternative identification when that's the ID that was compromised, not the XXXX XXXX. Why are other customers only using their XXXX XXXX to access their accounts while I'm being denied this same opportunity? It's seems personal.
Company Response: Closed with explanation

Timely Response

2018-07-28

Tuckasegee, NC

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Company Response: Closed with explanation

Timely Response

2018-07-28

OK

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: XXXX bank/TD is showing an open account on my XXXX with incorrect balances and wrong dates.
Company Response: Closed with monetary relief

Timely Response

2018-07-27

Chicago, IL

Getting a credit card

Credit card or prepaid card: Store credit card

Card opened as result of identity theft or fraud
Complaint: On XX/XX/2018, I visited a XXXX XXXX store and shopped for several items. The customer sales representative while checking out my items, offered a special Nordstrom card to me. She said that this would allow me to accumulate points when I make purchases as well as provide me a {$40.00} coupon for signing up. I was wary of credit cards and especially the impact new credit can have on my credit score, so I asked the store representative to confirm whether the application for the Nordstrom card would require a hard inquiry of my credit score. I was specifically and repeatedly ( at least five times ) told that the inquiry would be soft and very soft. Based on this representation, I agreed. As the store representative was ringing up my items, she told me that they would process payment for the items purchased using the new Nordstrom card. I immediately objected. I told her that I had no intention of using the card for credit purchases and that my purpose instead was simply to get the {$40.00} coupon/points program. I was told that the coupon could only be given if I made the purchase. Accordingly, I told her to stop the purchase through the new card and use my existing credit card to complete the purchase. I also told her to immediately cancel the card and void the transaction, since I was never told that I had to actually use the stores credit. She complied and called the stores helpline for this purpose. While she was on the phone, I also requested to speak with the helpline representative ( XXXX ) to ensure that she had the correct details. I also asked XXXX ( helpline representative ) to confirm that the inquiry made on my credit report was indeed soft. To my shock and dismay, she said No. I immediately protested and told XXXX that I had been misrepresented. XXXX, regretfully, only apologized and told me to take the matter up with the stores customer experience manager. Accordingly, I requested to speak with her. XXXX, the stores customer experience manager, understood my problem and called the stores card helpline again to resolve it. After an extensive wait, I was told the following : 1. The hard inquiry on my credit card report will be removed. The company will communicate the error/unauthorized inquiry to the credit bureaus and they will also send a letter to me in relation to this. 2. All information regarding my account, if any, would be requested to be removed from the credit bureaus. 3. I will receive a letter stating that my account has been cancelled ( perhaps this letter will also include my cancelled credit card ). 4. I will receive a XXXX XXXX note/coupon in the mail. 5. I could call XXXX in case I have any questions. The very next day ( XX/XX/2018 ), I called the number provided by XXXX, Nordstroms Customer Experience Manager. My credit report had already shown a hard inquiry from NORDSTROM/TD BANK USA and my credit score had fallen considerably ( by 35 points ). I wanted to relate this information and also provide my email address for receiving further communications. The helpline representative ( XXXX first, then XXXX ) confirmed XXXX account and said that my issue would be resolved. I was told that all information relating to this incident ( including the inquiry ) would be permanently removed from my records ( i.e. if the same had even been communicated - which should not be the case since the account was closed immediately ). The representative did mention that I would not receive the XXXX XXXX coupon. However, I made clear that at this stage I was not interested in the coupon, and simply wanted a return to my credit position prior to the inquiry/opening of account by Nordstrom. Since all my acts were in made reliance of Nordstroms false and material misrepresentations, Nordstrom was liable for complete restitution. We also agreed that all further communications would be sent to me via email and that I should expect written communications which reflected our discussion, especially in relation to the unauthorized hard inquiry by Nordstrom. The next day (XX/XX/XXXX ), I received an email from XXXX. This email included a letter as an attachment, which I have also attached with my complaint. As you will see, this letter only mentions that my account has been closed at my request and that the three major credit bureaus have been notified of this change. Even though I wanted to I could not reply and immediately dispute this email ( as this email could not receive replies ) ; however, the very same day I called the helpline and voiced my concerns. I told the Nordstrom card representative that this letter did not capture ( and was in fact against ) previous representations given to me by the Nordstroms management and representatives. Firstly, the opening and closing of the account should not have been communicated to the credit bureaus since the opening of the account was itself fraudulent. Also, the company had expressly undertaken to not communicate this information to the credit bureaus ( and if this communication was communicated, it should have been withdrawn ). Secondly, the letter did not mention any action ( or even the incident ) in relation to the unauthorized hard credit check. I requested a response in writing or a communication with someone senior in the management. This was the second time I had been misled by Nordstrom. I was admittedly quite frustrated. At every stage, I had tried to cooperate with them to resolve a matter which was entirely their fault. However, my complaint was not being dealt with seriously. I made clear that unless I received a satisfactory response in writing or an assurance from their management, I would file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ). I was kept on hold for a few minutes, but the helpline representative was unable to get someone from the management. Despite my notice to file a formal complaint, I have so far not heard from the Nordstrom or received any communication from them. Their modus operandi appears to be one of misleading consumers and delaying resolution until they give up. Throughout this process their sales and helpline representatives were admittedly polite. But this is of itself not helpful quite the contrary. They give you the impression that they are interested in solving your problem, when, in fact, they are simply buying time. I have so far directly spent over five hours of my time trying to resolve this issue. I have also suffered direct harm due to the damage to my credit score ( 35 points till date ). All of this is due to the false and material misrepresentations by Nordstrom. Many others could be similarly placed. In fact, in my discussions since with other sales representatives at Nordstrom, it appears that they both lack training and information, and are also provided adverse incentives to hard sell Nordstrom credit card products. Unwitting consumers are accordingly being deceived to take on credit card obligations without accurate information. It should be noted that even where a consumer has the sense to close his or her account, the impact of a hard inquiry can be sufficiently damaging. For instance, the AAAcreditguide notes that for consumers, on the cusp between poor and fair, 5-10 points might make all the difference in getting better loan terms.. .or access to a loan at all.
Company Response: Closed with explanation

Timely Response

2018-07-27

Katy, TX

Getting a credit card

Credit card or prepaid card: Store credit card

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2018-07-27

Colts Neck, NJ

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-07-27

Phila, PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-07-27

Charlotte, NC

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-07-27

Rncho Domingz, CA

Problem when making payments

Credit card or prepaid card: Store credit card

Problem during payment process
Complaint: I have been charged by XXXX store card with a returned payment fee ( {$27.00} ) under the pretense that the account I entered in the system had too many numbers or incorrect information and the payment didn't go through, according to the customer representative I spoke to. When speaking over the phone with the rep she couldn't even explain the real reason and wasn't willing to correct their system mistake, blaming it on how my bank has its routing/account numbers set, wanted to double check the information I entered to verify I made a mistake but she said the information has been deleted. Both checking accounts I had entered to cover balance payments had funds and had been used. After this returned payment happen, according to the rep XXXX reissued a charge without my authorization to my next default bank account with the original payment amount ( {$45.00} ) plus the returned payment fee, which I find shady since I wasn't expecting this charge on my second checking, luckily I had funds but makes me wonder if they were fishing for a second returned payment fee.
Company Response: Closed with explanation

Timely Response

2018-07-27

Memphis, TN

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: i was a victim of identity theft and notified XXXX XXXX and XXXX. i also attached my police report and identity theft affidavit. XXXX and XXXX removed the fraudulent account but XXXX still haven't removed the accounts.
Company Response: Closed with explanation

Timely Response

2018-07-26

Bohemia, NY

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Application denied
Company Response: Closed with non-monetary relief

Timely Response

2018-07-25

Lehigh, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2018-07-25

Palmerton, PA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-07-25

CT

Fees or interest

Credit card or prepaid card: Store credit card

Unexpected increase in interest rate
Complaint: I purchased a bed at XXXX XXXX XXXX on XX/XX/2017 using their in-store credit card which is managed by TD Bank. The initial amount was {$2500.00}. As I understood it, there was a 0 % interest rate promotion for 12 months. I paid off {$1600.00} over the next 12 months, leaving a balance of {$900.00} at the end of XX/XX/XXXX. In my XX/XX/XXXX statement I was charged {$480.00} in accrued interest. I was not aware that interest was accruing ; this is the first time I have ever seen anything like this ; every other promotional offer I've seen has a zero ( or low ) interest rate for a period of time and then interest starts to be charged once the promotional period ends. Had I known, I would have paid this off in full over the 12 month period. I find this approach very misleading ; now when I go back and look at the statements, I can see in the small print language about deferred interest but as I paid this card online every month, I never saw it. I think either XXXX XXXX XXXX or TD Bank are taking advantage of customers with finance approaches like this.
Company Response: Closed with explanation

Timely Response

2018-07-25

New Hamburg, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2018-07-24

Mount Sinai, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2018-07-24

Cherry Brook, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-07-24

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been a proud TD bank customer for more than 12 years. I also have a mortgage account with TD Bank. It was a total surprise to me when I received 2 letters from the TD Mortgage Department yesterday : 1 ) missing a XXXX payment and 2 ) a late notice. Initially, I was questioning myself on what was going on since I have taken pride in keeping all my accounts at good standings for all these years. I have never had a late payment issue and have always maintained good balances. It was a real shock to me ; I never thought I would miss a payment. Immediately, I pulled up my online recurring transaction records for my mortgage payment that I set up at the beginning of the year, which I had screenshot from the scheduled transfer transactions confirmation page. The recurring transfer transaction was for the period beginning on XX/XX/2018 and the set amount was {$3700.00} from my Checking account to the Loan Account for the first day of each month ( a total of 12 recurring transactions was set up under a confirmation ID provided by the TD banking system ). I monitored the recurring transactions for the first 3 months, and I put my trust in the Bank system to continue my remaining transactions for the rest of the year. Unfortunately, in XXXX, I was preparing for a XXXX XXXX. I was so disappointed when I returned home from the hospital and saw that I had received the two letters from TD Bank regarding my missing XXXX mortgage payment. For all these years, I believed that TD Bank had the most secure and reliable banking system, which is why I have been banking with them for so long, but this incident failed me big time! I am writing to you today to inform my dissatisfaction for your banking system that hurt my good standing and my reputation as being a good customer. If you need more information and clarification from me, I am always here. I hope you can build a better, reliable system that will benefit the customers.
Company Response: Closed with explanation

Timely Response

2018-07-24

Dundee, KS

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account information incorrect
Company Response: Closed with non-monetary relief

Timely Response

2018-07-24

Liverpool, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2018-07-24

Ft Lauderdale, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I was obligated to travel from my country XXXX to XXXX on XX/XX/18 because my Visa card was expired on XX/XX/18 I tried to request a new one by email but it was impossible the bank told me that I had to be in person. Since XX/XX/2018 I couldn't go online a see my account bank, because I needed a code to get access in a local number phone. So it was impossible to get information on my account. My identity was stolen The next day XX/XX/18 I went to to TD BANK where I had an checking account and I was informed that I have XXXX XXXX, from {$16000.00} balance on XX/XX/18 to XX/XX/18. TD BANK never contacted me to inform any irregularity, I came to USA for two weeks with my daughter and my grandgirl and this situation have been very disgusting because I do not have any money for spent these days. I made a police report and the complaint to the TD BANK but unfortunately I haven't received any answering positive, not have been investigator 's case assigned and my money charged back either. Please see the documents attached requested.
Company Response: Closed with explanation

Timely Response

2018-07-24

Rockwell, NC

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: TD Bank XXXX has done some illegal ReAging of my account that was opened XX/XX/XXXX and closed XX/XX/XXXX and charged off. I've disputed this multiple times through XXXX and XXXX to take a look at this reporting because how can an account be closed XX/XX/XXXX but my first delinquent date was XX/XX/XXXX and no reporting prior to this date. It's strange XXXX got this item deleted but not XXXX and XXXX who keeps giving me a hard time on this disputed item. TD Bank updated my report saying I recently made a {$28.00} payment and that wasn't true either. This has caused a lot of frustration and stress with trying to rebuild your credit and negative reporting is happening causing consumers to miss out on jobs, higher interest rates, and discouragement when trying to only rebuild their credit. Im sure I'm not the only consumer going thru this illegal re-aging with XXXX and little help from XXXX and XXXX.
Company Response: Closed with explanation

Timely Response

2018-07-23

Atlantis, FL

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with monetary relief

Timely Response

2018-07-23

Skanawan, WI

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: XXXXXXXX XXXX client XXXX XXXX is an identity theft victim. His information was used without his consent to apply for several credit cards. While no accounts were established the applications left fraudulent related inquiries on his credit reports. TD bank received one of these fraudulent applications XX/XX/XXXX and conducted an inquiry into his XXXX credit report. An official dispute of this was sent to TD Bank XX/XX/XXXX however as of this date TD bank has failed to send an update of the status of the investigation ; which is a violation of the FCRA.
Company Response: Closed with explanation

Timely Response