TD BANK US HOLDING COMPANY

2018-07-13

Conimicut, RI

Problem caused by your funds being low

Checking or savings account: Checking account

Late or other fees
Company Response: Closed with explanation

Timely Response

2018-07-12

Camden, NJ

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Closed with non-monetary relief

Timely Response

2018-07-12

Ardmore, MD

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with monetary relief

Timely Response

2018-07-12

NY

Problem when making payments

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

Problem during payment process
Complaint: I have a loan with XXXX/TD. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and XXXX/TD with no successful resolution. XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2018-07-12

White Plains, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2018-07-11

Chicago, IL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with non-monetary relief

Timely Response

2018-07-11

Chicago, IL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: I recognized that XXXX XXXX submitted unauthorized inquiries for finance 16 times on XX/XX/2018. TD Auto Finance was one of the companies that was solicited. I contacted XXXX XXXX and spoke with XXXX several times. he identified himself as the Manager. he refused to help. It is very unfair that they did that. they lowered my credit score by 200 points.
Company Response: Closed with explanation

Timely Response

2018-07-11

Brentwood, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: XX/XX/XXXX Contact XXXX to close my account to further purchases. XXXX customer service rep informed me that closing the account would not relieve my responsibility to continue making the monthly payments which I agreed to continue making until the card was paid off. At this point, the debt owed was under {$150.00} and the XXXX representative informed me that by closing the account no more fees would be added to the account if I agreed to pay {$25.00} a month until paid off. XX/XX/XXXX Missed my monthly payment by 8 hours resulting in a {$35.00} late fee. Subsequently, contacted XXXX customer service and was instructed that they would waive the late fee and that it would be reflected in my next billing cycle in XX/XX/XXXX. XX/XX/XXXX Made my normal monthly payment on time. Received notice in my monthly billing statement that not only had the previous late fee not been removed but an additional {$35.00} fee was added to my account. Contacted XXXX to inquire. It was explained to me by customer service that both fees would be removed. Was instructed to make an additional payment to prevent further fees accumulating which I agreed to an made at the time. XX/XX/XXXX Made my normal monthly payment on time. Again received notice in my monthly billing statement that not only had the previous late fees not been removed but an additional {$35.00} fee was added to my account. at this point, there were 3 late fees added to my account and again I contacted XXXX to inquire. It was explained to me by customer service that if I made an increased payment the fees would be waived and that it was just a system generated issue and by making an additional payment it would be resolved on my next billing cycle. By this point, my base debt amount including interest was {$69.00}. Was instructed to make an additional payment to prevent further fees accumulating which I agreed to an made at the time. XX/XX/XXXX Once again made my normal monthly payment on time. Again received notice in my monthly billing statement that not only had the previous late fees not been removed but an additional {$35.00} fee was added to my account. At this point, there were 4 late fees added to my account and I again contacted XXXX to inquire. It was explained to me once again by customer service that if I made an increased payment the fees would be waived and it would be resolved on my next billing cycle. Now at this point, my base debt amount including interest was only {$40.00}. Was instructed to make an additional payment to prevent further fees accumulating which I agreed to an made at the time. XX/XX/XXXX Made one final payment of {$40.00} on time to pay off and close the account. Once again I received notice in my monthly billing statement that none of the previous late fees been removed for a total of 4 late fees amounting to {$140.00} in just fees that should have been removed at the initial request back in XXXX. To this date XX/XX/XXXX, XXXX has refused to work with me and has negatively impacted my credit report by continued to charge late fees on top of late fees even though the base amount owed has been paid in full. I have made repeated calls to XXXX and their debt collection arm only to be instructed that someone would call me back to resolve the matter which to this date has not occurred. I hereby state the fact disclosed in this document are true an to the best of my knowledge. XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX ( XXXX ) XXXX
Company Response: Closed with explanation

Timely Response

2018-07-11

Ft Myers, FL

Struggling to pay your bill

Credit card or prepaid card: Store credit card

Credit card company won't work with you while you're going through financial hardship
Complaint: Back in 2015 I had just opened a XXXX credit card account after a few months my mother got critically ill do to XXXX my credit card was still opened but I had stopped payment the card company called I set up payment arrangements the agreement was I pay the account off and the account would be in good standings. I set up auto pay and they received all moneys owed at the last payment the card was closed by creditor and the account was placed on my report as closed by creditor and charge off. This was not agree upon nor was I promised this during payment arrangements.
Company Response: Closed with explanation

Timely Response

2018-07-11

Cheverly, MD

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Complaint: Credit card company raised my interest rate without prior notification, late payment was noted incorrectly on my credit report in XX/XX/2017. I paid online and credit card company sent me to the credit buero for {$6.00} after NO MISSED PAYMENTS for 12 years. This was late payment was inaccurate, they raised my interest rate, without informing me of my rights or any disclosures. The law is you have to give the customer 60 days prior notification before you raise there rate.
Company Response: Closed with explanation

Timely Response

2018-07-11

Chicago, IL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with non-monetary relief

Timely Response

2018-07-11

New Rochelle, NY

Getting a credit card

Credit card or prepaid card: Store credit card

Card opened as result of identity theft or fraud
Complaint: I AM WRITING TO DISPUTE AN ACCOUNTS FRADULENTLY OPENED IN MY NAME.I AM A VICTIM OF IDENTITY THEFT DURING THE XXXX DATA BREACH AND DID NOT OPEN THIS ACCOUNT. I AM NOT RESPONSIBLE FOR ANY CHARGES MADE TO THIS ACCOUNT. I HAVE REQUESTED PROOF OF IDENTITY AT TIME OF OPENING SUCH ACCOUNT AND CREDITOR ONLY PROVIDED STATEMENTS AS THIS DOES NOT PROVE UNDENIABLE OWNERSHIP I DEMAND YOU PROVIDE PHOTO ID, SOCIAL SECURITY CARD WHICH CLEARLY PROVES I INDEED OPENED THE ACCOUNT. WHEN I CONTACTED THE COMPANY ALL THEY DID WAS SEND ME STATEMENTS FOR THIS ACCOUNT AS IT WAS FRADULENTLY OPENED AND USED PLEASE I REQUEST ALL LAWS BE FOLLOWED ACCORDING SO THAT THE CORRECT RESULTS AND OUTCOME COME FORWARD AS THIS ACCOUNT WAS NEVER MINE OR OPENED BY ME.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-11

Feura Bush, NY

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Closed with non-monetary relief

Timely Response

2018-07-10

New Rochelle, NY

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-07-10

Lake Lincolnd, NY

Trouble using the card

Credit card or prepaid card: Gift card

Trouble using the card to spend money in a store or online
Company Response: Closed with explanation

Timely Response

2018-07-10

Washington Green, CT

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: bank did allow me to withdraw XXXX from my retirement deposit for expenses leaving XXXX in my account now my ss check has been deposited but I cant touch it I owe rent money among other creditors and my credit rating is being destroyed
Company Response: Closed with non-monetary relief

Timely Response

2018-07-10

NJ

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: I am a NJ consumer filing a formal complaint against XXXX XXXX for abusive and harassing calling practices, unnecessary skip tracing, third party disclosure about a debt and deceptive collection tactics. Parties involved : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX ( XXXX ) XXXX Debt Collector name = XXXX XXXX XXXX. XXXX Collection Manager name = XXXX XXXX Original Creditor name = TD Bank Credit Card - XXXX An account was placed with their office on XX/XX/18 with two good phone numbers, a cell phone number and a work number. Since placement, this agency has called both numbers repeatedly several times in a single day, multiple times a week using both an auto-dialer and manual calling efforts. The voicemail clearly identifies my full name so they know they have good location information. Additionally, they call my wife at her place of business on an out of state number. I have call logs, voicemails, cell phone screenshots, and a recorded call to prove these harassing call practices have been taking place and support the validity of this complaint. Today, Monday XX/XX/XXXX at XXXX the debt collector assigned to my account, XXXX XXXX reached me on my cell phone as I was driving and I hung up. At XXXX he called my cell phone again and I did not answer. He then called my work number at XXXX and again at XXXX according to my caller id. At XXXX he called a relative with the same name ( my father ) on his home landline number which is listed to a different address. He knew I could not be reached at this number and identified his company name and insinuated the call was about a debt. He did not ask for my contact information, but did say it was " Very Important that I contact him '' and he asked my father to get a hold of me to have me call him back. Out of concern for his son, my father called me right away. My father has a XXXX XXXX and was previously unaware that I had any financial hardship or past due bills. This message that was left with him caused unnecessary/undue stress on him. XXXX XXXX put my father 's health at risk today. If leaving a message with my father wasn't enough, at XXXX he contacted my uncle at his private home number. Again, for the sole purpose of harassing me and to inform a relative that XXXX " XXXX '' is looking to speak with me, he instructed my uncle to get in touch with me and have me call his office. If leaving a message with another relative was not enough, at XXXX he contact another relative with an entirely different last name and did the same thing. At XXXX he contacted my cousin on his MD cell phone number and asked for me when my cousin picked up. Despite purposefully calling the wrong number in an entirely different state in an effort to get my attention, he still asked if he was reaching the right party. This is a deceptive collection tactic. A debt collector does not need to disclose details of a debt in order for a third party to know it is a collection call when his company 's name consists of the word " XXXX ''. Then at XXXX he contacted another out of state cousin on his AZ cell phone. This time he was rude and aggressive and made it very clear that he was a debt collector. He knew he would not reach me on an out of state number so it is very clear that his intentions were not to get a hold of me, but to get my attention and prompt a call back. In 10 minutes he left messages with at least 5 relatives ( that I know of ). This was at least a 22 minute time span that he spent on my account trying to leave as many messages that he could with as many relatives that he could find. At XXXX I called XXXX XXXX back and recorded our 20 minute conversation. He stated that the original creditor had provided him with all of the numbers he dialed today which is a lie and should be considered a deceptive business practice. When I expressed how upset I was about him calling my relatives, he admitted that he was pleased that his efforts paid off and he achieved the desired result of getting me to call back. He also stated that his actions were a part of his company 's normal business practices and felt he was not at all out of line by leaving so many live messages with so many different third parties while knowingly calling numbers that I could not be reached on. When I asked what skip trace tools he was using to reach out of state cell phone numbers for my relatives he refused to tell me. When I asked him to play/send me the call recordings of the 5 conversations he had today, he refused. He had a rude tone, made snide remarks and continued to cut me off several times as I was speaking to talk over me in an attempt to redirect the conversation to talk about the debt and not about how he managed to get me on the phone. I asked to speak to a manager and he transferred me to XXXX XXXX. I received the same treatment from him and he stated that his collector did nothing wrong and no company policies were broken. I advised him I would be filing a complaint with the CFPB and he did not care, as if there wasn't any repercussions that would ever come from such a complaint. I further requested that he cease and desist all phone contact with me. He told me that I must notify him in writing in order for this request to be valid. That is when I provided him with my attorney 's contact information and advised all future communication needs to be directed to him. After looking at the company 's website, they have a large section that reads " We take compliance concerns seriously '' and " Please contact our Compliance Department to address and concerns you may have ''. So I called back and asked to speak with someone in their compliance department and the person ( XXXX ) that picked up said there was no compliance department and wanted to transfer me back to the manager I was speaking with. This company is very unprofessional and is not operating in compliance with the FDCPA and NJ state collection laws that are in place to protect consumers. They need to be shut down.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-10

W Jordan, UT

Problem when making payments

Credit card or prepaid card: Store credit card

Problem during payment process
Company Response: Closed with explanation

Timely Response

2018-07-10

Portland, ME

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: We were told that our equity loan of 10 years with interest only monthly payment was to expire and that we would need to pay both P & I for the next ten years, {$2200.00} per month. When discussed with the bank they suggested we wait till the first payment due and then request a modification which we did. ( see attachments for correct dates etc. and communications ) on XX/XX/2018. at the bottom of the form it stated we would have a result in a week, well we tried and tried to get an answer and finally after threats to them got a refusal for a modification based on insufficient income in XXXX. My wife and I have been customers of T D Bank for over 40 years with all our accounts there, never missed a payment to them for anything. we have no other debt but for monthly credit cards and all paid in full each month. our credit ratings are XXXX for each of us. Understand we accept the fact that they could do this refusal. it is amazing that they would think that we could pay {$2200.00}. but refused to give us a extension for the interest only loan with a payment of some {$600.00}. P/M. We did make 2 of these {$2200.00} dollar payments just to keep our credit rating while waiting for an answer to our request which we should have had by XX/XX/XXXX, 5 to 6 days per their modification document. Finally in XXXX they refused to give us an extension or a new loan with interest only. My wife became very sick over this and worried about the destruction of our credit ratings. We went to another local Bank and were given a loan in 2 days to pay off T D Bank. This delay and refusal should never have happened this way and should never happen to any others with like conditions.
Company Response: Closed with explanation

Timely Response

2018-07-10

VA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I am a former customer of TD Bank and filed a fraud dispute for two transactions : XXXX XXXX on XX/XX/XXXX for {$410.00} XXXX XXXX on XX/XX/XXXX for {$400.00} These were unknown and unauthorized charges. I called and filed a dispute for both to find out today neither were ever entered or filed. Since then I have closed my account. This is very disheartening as TD Bank has allowed someone to get away with fraud. My SSN is XXXX ... XXXX ... XXXX. I no longer know my account number. My DOB is XX/XX/XXXX. My address is on the complaint.
Company Response: Closed with explanation

Timely Response

2018-07-10

Patterson, MD

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I am an XXXX XXXX, and for the fiscal yearXX/XX/2017 I payed my federal taxes in full ( over {$17000.00} ) via written Check out of my TD bank account. The check, written on XX/XX/XXXX, was cashed on XX/XX/XXXX. When I received a notice from the IRS stating that I owed over {$17000.00} in back taxes, I requested the back of the cashed check from TD bank and provided it to the IRS as proof of payment. I was informed by the IRS that the check was not cashed by them, and that it does not have any endorsement on the back whatsoever that would help indicate who cashed it or where. Accordingly, I contacted TD banks main phone line on Thursday XX/XX/XXXX. After explaining my situation, I was told by the fraud department that it was necessary that I go into my local TD bank branch and sign an affidavit so that the bank could start a fraud investigation in order to track down who cashed the check, where it was cashed, and where the money was deposited. On Friday XX/XX/XXXX I spent over an hour in the XXXX Branch of TD Bank ( located on XXXX XXXX in XXXX Maryland ) speaking with the Manager Ms. XXXX. Ms. XXXX, and a TD Fraud representative she called from her office, informed me that the only way for me to track down the money was to get the United States Treasury ( the name to which the check was made ) sign and notarize an affidavit on behalf of a Payee claiming non-receipt. I clearly expressed my hesitation and confusion as to why I alone can not begin a fraud investigation regarding my own account, or how I am supposed to get the united states treasury to sign an affidavit. I was assured multiple times that this was the only way and a custom practice, and encouraged to keep calling the IRS until someone agreed to fill it out. After numerous hours on the phone with the IRS and conversations with my accountant, I was informed that the affidavit is not something either had seen before, nor were they willing to sign. The IRS told me that if this is an issue of fraud my bank needs to be in contact with the police and the IRS. Because I expressed hesitation in being able to get the IRS to sign, Ms. XXXX had given me the contact information of XXXX branchs other manager Ms. XXXX as she would not be in town to assist me if there was an issue. On Monday XX/XX/XXXX when I called the XXXX branch they said neither Ms. XXXX or Ms. XXXX was available, and that they have no way of contacting the branch manager via phone when she is not in the office, so I have to email her personally and request an emergency call back. I emailed Ms. XXXX and received no response whatsoever. I then called into the main TD customer line and spoke to three different TD representatives. The first representative transferred me after a short conversation. I then spent over an hour on the phone with a representative who told me I shouldve already frozen my account and contacted the police, as my personal identifying information is written all over the check ( SSN, bank account information, personal address ) due to it being a check to the IRS. She was the first employee to tell me this despite them knowing of the fraud in my account for almost a week. She then had me sitting in silence or on hold for an hour just to inform me I need to go back into the XXXX branch with the paper work I already have and sign it myself. When I told her I was instructed by XXXX staff that that was not an option, and that there is no one of the managerial level there to help me, she stated she too had no one available to help me over the phone, and told me to call back later. When I told her that this was not an option, she put me on another extended hold and transferred me to her supervisor. Her supervisor again provided conflicting advice, and could not tell me what affidavit I needed to fill out, and then told me to take the one I already have, that is filled out on behalf of the United States Treasury, back to my branch with a police report and try and request again that a fraud investigation be started. She also stated that if the paperwork was accepted, it would take at least 10 days for a fraud investigator. She stated that TD will not refund my missing balance, despite the fact that they illegally released my money on an unendorsed check. When I informed her that I have been given a time limit by the IRS to track down these funds or pay again, she stated she could not tell me how long a fraud investigation could take, or the details of the investigation occurs, stating that the XXXX department that handles the investigation is separate from the banking division. Since yesterday, I have called my branch again and re-emailed the branch manager in the hopes of gaining any type of guidance as to how to start an investigation with the appropriate documentation and have been met with absolute silence. In speaking to over 7 different TD employees over the course of almost an entire week not a single one of them could even instruct me the appropriate document for me to sign, but all of them stated it is impossible for me to start a fraud investigation into the location of my own money until their fraud department receives a signed affidavit. Due to their outstanding neglect, not only was my money stolen, but my personal identifying information has been compromised, and I now find myself in a position where I am being held liable pay the government a large sum of money that I am not able to pay, as I no longer have the resources. All the while, TD, who I trusted to hold my money safely, is making me jump through endless hoops and directing me towards dead-end after dead-end as I try and get myself help out of the situation they created.
Company Response: Closed with explanation

Timely Response

2018-07-10

Phila, PA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-07-10

Briar Park, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-07-10

MA

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XX/XX/XXXX, my sister initiated a {$1000.00} transfer from her TD Bank Checking account to me via XXXX. I received notices from XXXX that I received the money. The XXXX app where I previously entered a debit card where the underlying checking account is where the money was to be received showed that I had received the funds. I could see in the checking account that pre-authorization transaction with XXXX listed as the merchant hit my checking account. The actual funds themselves were never received by my credit union where the checking account resided. I contacted XXXX and was told that they were simply a software platform and the money would have to be either at the sending or receiving banks. Both TD Bank and XXXX XXXX XXXX XXXX said they did not have the funds and pointed to XXXX as responsible for the money not being delivered. After multiple calls to XXXX, I finally demanded that the matter be escalated and that I speak with a manager. I was refreed to XXXX XXXX, a mid-level manager at XXXX, who claims he researched this extensively and determined that the funds were " found '' in a suspense account and that we simply needed to file a dispute with TD Bank to get the money back within 10 days. TD Bank at first refused to research the case because everything at their end said the money had been successfully transferred. TD Bank has not been able or willing to determine where the money ultimately ended up and that it was nit their problem. It has been 90 days and we are no further along than when we started. XXXX is not returning our phone calls. I am incurring interest charges and TD Bank has refused to give my sister {$1000.00} while the matter is being researched. No one is disputing that I did not receive the money.
Company Response: Closed with explanation

Timely Response

2018-07-10

Alameda, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with non-monetary relief

Timely Response