Date Received: 2021-06-19
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: ( XX/XX/2021 ) I attempted to use my card for a purchase multiple times, the transaction appeared to fail each time ( per the register at XXXX XXXX ) and I made the purchase using another card. In the parking lot I received an email from TD Bank, a fraud alert saying that my account had been used for a purchase at XXXX ( remember I finished the purchase using another card. ) Call 1 XXXX XX/XX/2021 ) : Hold time approximately 20 minutes. XXXX sends me a text message to confirm my identity, after reading the code to her this fails, XXXX very softly says a bunch of stuff that I could only partially hear and then my phone rings. When I answer it is is a busy tone and the call to the XXXX was disconnected. Call 2 XXXX XX/XX/2021 ) : Hold time approximately 20 minutes. I explain everything prior, Another prolonged hold. XXXX asked if I was out of the US although nothing I had done or said would indicate that is the case. XXXX states that all I can do is go to a branch. They have my address, I am located in New Mexico, all their branches are on the east coast. Call 3 XXXX XX/XX/2021 ) : Hold time proximately 20 minutes. I explain everything prior. Like an unthinking robot, XXXX try 's the text message validation again. She then says it wont work because there were too many attempts today. ( this is the next day after calls 1 and 2 ) I said that doesn't make sense and she then determines it won't work for some other reason. She then also decides that I am outside of the US. I tell her I'm not outside of the US and realize that she is so ignorant that she doesn't even realize that New Mexico is a US state. She tells me the only option is to fax in my ID copy and some bills. I explain to her ( as with the others ) that I'm not trying to access the line of credit, I just want to know if a transaction posted. Like an unthinking robot she is unable to comprehend this. I then tell her I'd rather just close my account. She says she will transfer me to do that. I ask if that process will rely on the same text message validation process that isn't working. She says something unrelated. I ask her again, and she says yes. So this XXXX robot of a person knowing that the text message validation wasn't working was going to send me to someone else to do the text message validation! What it comes down to is that I need to fax my ID and two bills. I still don't know if the failed transaction at XXXX actually posted to my account. Of course I am also locked out of the account online and have to validate by calling and using the text message validation system to restore access. I shred my bills after they are paid..so I guess I just have to wait to get bills to fax in for their identity validation, and if that actually works. In my opinion TDbank hires absolute pedantic fools with no critical thinking skills, and they obviously don't hire enough of them because it takes about 20 minutes to even talk to anyone, not that doing so is helpful.
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Loan was paid off 6 years ago. I am trading the vehicle in for a new car and when I went to the DMV to get a duplicate title I was informed that there was still a lien on the title. We don't recall ever getting a title. I called TD Bank on Monday and explained that we needed the lien release and that this was a very urgent matter as I was not going to have a vehicle to drive until I was able to get the title. I was told that the request was expedited and should take 1-2 days to get the release. When I called to check the status I was told that the release was faxed to my # as well as the DMV 's fax #. I had not received in my box but went to the DMV to check with them ( we can not contact the local branches in SC ). They had not received the fax. I called TD Bank back and was then informed that my request had just been reviewed ( 3 days after I called to file the request ) and it was take an additional 1-2 business days and the release had not been faxed. I called back on Thursday trying to get somewhere with getting the release and was told again that the fax had been sent to both # s that afternoon. I still had not received in my box but on Friday morning I went to the DMV again and they still did not have the fax. Called TD Bank again and was told that it was sent. I explained to them they must have some problem on their end because out of two fax # s neither are receiving the document. I finally received the lien release Friday at XXXX and took to the DMV to only now be informed when they tried to release the lien that it was electronic and TD Bank had never released the title. TD Bank must electronically release the lien so that the title will be printed. Why was my account not researched at the time that I put in my original lien release request and the lien released? Why was this not done 6 years ago when the vehicle was paid off? This has caused me to miss time at work with having made 4 separate trips to the DMV and hardship that was unnecessary if the lien had been released when the loan was paid off. I will now have to wait for another unknown amount of time to be able to get a drivable car since I can not provide a clean title. Expediting any request does not work as it took just as long as a normal request.
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: the following accounts appear on my credit report, without authorization Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft TD BANK NA Account Number : XXXX This is not mine. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. Identity Theft NORDSTROM/TD BANK USA Account Number : XXXX This is not mine.
Company Response:
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: the following accounts appear on my credit report, without authorization Identity Theft XXXX XXXX Account XXXX : XXXX This is not mine. 3. Identity Theft TD BANK NA Account Number : XXXX This is not mine. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. Identity Theft NORDSTROM/TD BANK XXXX Account Number : XXXX This is not mine.
Company Response:
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: please review the following accounts that are reported on my credit report, without any authorization, it is hurting me Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft TARGET/TD Account Number : XXXX This is not mine. 4. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 5. Identity Theft XXXX Account Number : XXXX This is not mine. 6. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 7. Identity Theft XXXX Account Number : XXXX This is not mine. . Identity Theft XXXX Account Number : XXXX This is not mine. Identity Theft TARGET/TD Account Number : XXXX This is not mine.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: NJ
Zip: 07105
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: TD bank inaccurately reported a charge-off/derogatory account to Credit Bureaus significantly damaging my credit score which has resulted in my inability to get a mortgage loan pre-approval from XXXX. TD Bank must take responsibility of their poor customer service and mistakes and immediately remove the credit reporting against me. Ive been mistreated by TD since XX/XX/XXXX. I have called TD over 30 times between XXXX and XXXX, and have spent countless hours being transferred from department to department, talking to numerous agents without any satisfactory support and resolution. I have attempted to file numerous dispute without success which have been outside my control given the circumstances. In XX/XX/XXXX, there was an unauthorized one-time charge of {$60.00} placed on my TD Credit Card account, which was closed and expired since XXXX. My expectations as a customer is that charges and activity are not permitted and should not go through on a closed account from XXXX. Starting in XX/XX/XXXX, I started receiving calls from an unknown number claiming I owed money on this expired credit card account. Afraid that it would be fraud, I called TD Credit Card Customer Service a few times to validate the existence of the charges and was assured that because this account has been closed since XXXX, there could be no charges against it and thus no actions needed from me. However, the collection calls continued into XXXX and thus I got in contact with my home branch assistant manager XXXX XXXX to further investigate. It was at this point that XXXX was able to locate my credit card account number ( which had been re-opened by TD without my authorization ) and shared it with me so that I would have this account number for future TD CS interactions. After hours of investigation, XXXX did uncover that a one-time charge of {$60.00} was put through on my expired credit card and filed a dispute on my behalf. In XXXX, XXXX and I discovered that TD Card Services closed the filed dispute stating that they received no response this is when we discovered that TD had an old address on file and all letters sent were to an incorrect address which I never received so I did not receive any notice of charges on the expired credit card. On XX/XX/XXXX, XXXX updated my mailing address so I am able to receive mailing correspondence from TD. On XX/XX/XXXX, I also re-opened my dispute and faxed in a dispute letter to TD. I called a few times in XXXX to follow up but was told that the decision on my dispute can take up to 30 days. When I called back on XX/XX/XXXX, I was notified that my dispute was rejected as TD does not accept disputes on charges that were made in XXXX that the dispute will only be in consideration if the charge is within 30 days of the date of transaction notice. Given that this credit card account had been closed since XXXX and TD did not have my correct address until XX/XX/XXXX, this dispute decision and treatment was extremely unfair to me as I did not receive any statements or notice of this charge until XX/XX/XXXX after Assistant Branch Manager XXXX XXXX rigorous investigation. At this point, despite being treated unfairly and extremely dissatisfied with TD customer service, I paid the unauthorized charge of {$60.00}. While I had thought this payment would close this series of nightmare with TD, I was notified by my loan officer on XX/XX/XXXX that he is unable to provide me a mortgage pre-approval letter given the significant drop in my credit score as TD reported a charge-off/derogatory account to Credit Bureaus. I have called TD numerous times on XX/XX/XXXX and XX/XX/XXXX and have spent hours on the phone with different departments without any resolution. I have been told that I can file a dispute with TD but that I would need to have account statements and receipts showing account has been paid off paperwork which I can not access given that my credit card account has been closed since XXXX and I have no online access to this account. I have requested to speak with supervisors given the ridiculousness of the situation but I was told that there is nothing CS can do. Its been a big black hole and my credit has been damaged due to TDs series of errors.
Company Response:
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: WA
Zip: 98119
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Somebody i opened a td bank account in my name and had checks and debit card mailed to my house otherwise i would have never known. They have access to my social somehow and did this online
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A