Date Received: 2020-09-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Before covid I just regularly made payments in store at Nordstrom, where my account had not missed a payment in over 3 years, but on this date most retail clothing stores were closed in XXXX Florida due to increase in Covid positive cases. On XX/XX/XXXX I logged into Nordstrom Card Services ( https : //www.nordstromcard.com/auth/accounts ) to make a payment of {$100.00}. I saw that the ACH bank account on file online was an old personal bank account that no longer existed so I then added a new bank account and proceeded to make the {$100.00} payment. I landed on a " Thank you for making a payment confirmation page where there was no error, no payment incompletion notification, no reason to believe that the task was not done. Norstrom immediately sent an automated email to thank me for making a payment but couldn't send a similar email, or even at the time of making the payment let me know that the old account they were trying to pull ACH from no longer existed, and to try a different bank account like the one I just added and thought I was using to make the {$100.00}, and made another {$65.00} & {$150.00} payment with subsequently?? When I logged into make the {$65.00} payment I still had no idea that the previous {$100.00} had bounced thus charging me {$25.00} in chargeback fees each time, but " thank you for your payments '' on these next two. Recently I began receiving notifications that I had a serious 30-59 day delinquency from XXXX and other credit apps. I logged in to XXXX saw that Nordstrom was reporting me and since I was certain that I had been paying on time and in good standing, I filed a dispute. A few days later I received a notification that Nordstrom upholds that the delinquency was true, so I then proceeded to call Norstrom to get to the bottom of this. The first associate and I determined that no bank account could be found for the {$100.00} I submitted payment for but that day that I did log in to make that payment I had added a new bank account. As XXXX as my witness I had every intention to make that payment but nordstrom card services website tried debiting my old account rather than the new one I had just added, and did not make reasonable effort to notify me to use a different account to make that payment. Rather let me think I'm good at time of transaction and let 30 - 60 days go by before me finding out that I'm delinquent due to a website Error and Ommission. The first Nordstom Card Services associate transferred me to their supervisor who understood what had happened here, but was forced to constantly reiterate the Fair Credit Act and could not remove this reported delinquency due to their website processing error. That this would be a courtesy removal and would put Norstrom at risk for fines and investigations.
Company Response:
State: FL
Zip: 33426
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Td bank was contacted on XX/XX/2020 regarding a purchase return XXXX transaction. Td claims account went negative and charged overdraft fees. Upon logging into account found that balance was XXXX on same date I posted amount XXXX to cover the amount. Td then stated they charged overdrafts for charges on the account that were not authorized for the overdraft protection as I opted out of this. They claimed its required on all accounts. This seems like they are stacking their overdraft fees as I paid the overdraft on the same day it posted and post more funds to cover the balance I would request that td bank refund the XXXX dollars thats removed from my account.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I successfully paid off my loan with TD Auto Finance and they have not reported the account as paid in full but rather have reported the account closed. This has a negative effect on my credit.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My statement was created on XX/XX/2020 with a due date of XX/XX/2020. I logged into my account and submitted payment on XX/XX/2020. However, when trying to find the actual amount I wanted to pay over the minimum required for the payment terms I have with XXXX, I noticed that on XX/XX/2020 the credit company already assessed a {$27.00} late fee to my account ( 2 days before even my due date ). I have requested the fee be removed, but no response & can't get ahold of anyone on the phone. Additionally, when I purchased the XXXX XXXX through XXXX, I selected the 24 month 0 % financing offer. However, when entered into my account at TD, they put 6 months down. I have called numerous times and sat on hold for literally hours with no one picking up.
Company Response:
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: TD Bank collected fees and appraisal money to refi my loan, provided me with a 90 day lock and then failed to close my loan by not making a good faith effort to do so. I provided every document they requested in less than 24 hours and responded to every request for information in less than 24 hours. In some cases I provided the same information up to 8 times to several different people ( all copied on the emails ).
They allowed the lock to expire on purpose. They made no effort to follow up internally or to escalate internally despite my repeated attempts to get them to escalate the loan.
I submitted a complaint to the CFPB XXXX on XXXX after my tentative close date ( XX/XX/XXXX ) passed and they failed to communicate anything to me regarding why they have not underwritten the loan. All of my complaint information was ignored and my complaint was closed. Below is their response in that complaint : " We have been in constant contact with the consumer and the attached letter was mailed to him. No follow up actions are anticipated other than as stated below. The letter explains as follows : We thank the consumer for taking the time to share his concerns with us regarding his recent conventional refinance loan application process and experience. We are writing in connection with the case that was sent to the Consumer Financial Protection Bureau on XX/XX/XXXX. After an additional complete review of the file in question, TD Bank has determined that the consumer 's application is still in process and additional items have been requested. '' " We have been in constant contact '' This is a lie as all calls are ignored and go to full voicemail boxes. The only way I was able to escalate was to call the 1800number and convince someone on the other end to give me the direct line of someone's manager 's, manager.
" No follow up actions are anticipated other than as stated below '' This was also a lie. Even though the bank already had all the information necessary to close my loan ( I have closed many loans with many banks to know ) they again requested more and more information. In one case they requested my employment history and I sent them my employment history NO LESS THAN 8 times. See attached documents.
" After an additional complete review of the file in question, TD Bank has determined that the consumer 's application is still in process and additional items have been requested. '' This is also a lie. My loan is no closer to being completed. My 90 day lock expires on XX/XX/XXXX and they will not return my fees.
Basically I paid ~ {$600.00} in fees, lost the difference of several months of additional mortgage payments with my current lender ( which when calculated amounts to {$10000.00} or more ) and lost countless hours over three months calling and emailing and pushing the people at TD Bank to do the thing I paid them to do.
They have not completed my loan in good faith. My lock expires on XX/XX/XXXX and they have not scheduled closing or notified the attorneys or notified a notary. This loan is all but dead.
In the entire 90 days, I can take responsibility for maybe 5 business days of that delay as I submitted all the documents needed to close on XXXX and within 24 hrs of all requests.
I applied and locked the loan on XXXX. I was given a 90 day lock at the mortgage officers behest. I prefer to have 45 day locks. I provided all documents on XXXX and I believe the appraisal fee and credit report fees were collected on XXXX. It took three weeks to schedule an appraisal ( much longer than average ). The appraiser submitted the appraisal to TD bank during the week of XX/XX/XXXX and TD accepted the appraisal on XX/XX/XXXX.
From XX/XX/XXXX to XX/XX/XXXX I requested the processers and underwriters to work on my loan and proactively requested they call or email me with any additional requests.
On XXXX I was requested information. I replied with all information on XXXX.
On XXXX I requested a close date. ( Calls ignored, voicemail with full voicemail inboxes. Email sent, ignored ) On XX/XX/XXXX I requested an update. I was ignored. ( Calls ignored, voicemail with full voicemail inboxes. Email sent, ignored ) EMAIL : from : XXXX XXXX XXXX to : '' XXXX, XXXX NMLS XXXX ''
Company Response:
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
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: On XXXX XX/XX/XXXX, I logged in online to TD Auto Finance to check my payoff balance. My payoff balance was {$10000.00}. I called and spoke with a representative and made two separate back to back payments one for {$10000.00} and one for {$660.00}. I received two confirmation numbers. The next day I logged in again online on my TD Auto Finance account and observed a payoff balance of {$60.00}. I called again and was advised that these were returned payment fees from our son 's insufficient funds bank account. I bought this car for my son and he was the the co-buyer and I was the primary. I took the vehicle back from him and assumed all payments. No payment was ever late. The monthly statements never noted any return payment fees and neither did my online account. Online it only notes ( - {$75.00} ) which means rejected payment. After making the {$60.00} payment over the phone, the representative advised me that my account will be paid in full. On XXXX XX/XX/XXXX, I logged in again and noticed that there was another payoff balance of {$730.00}. I immediately called and representative advised me that she will send this issue to management for an investigation and it will take up to 5 days before they got back with me. The next day XXXX XX/XX/XXXX I logged in again online and I noticed that my account was closed ( Account Closed ). I screen shotted all transactions online with this company. The on XXXX XX/XX/XXXX I looged in and noticed that the payoff balance was {$670.00}. I contacted this company through their secure messenging system this time. This was met with no results. All of the representative tell you that will have management look into these issues and nothing is resolved. Then on XXXX XX/XX/XXXX, I received the lien release documents which was signed by TD Auto Finance and dated XXXX XX/XX/XXXX. I very concerned because this company. I have 3 Credit Reporting in one monitoring and noticed TD Auto Finance reported that I still owe {$670.00} to them. They also report a payment due of {$200.00} on XXXX XXXX XXXX XXXX ). This also unusual. I called again and was finally able to speak to a supervisor who could not show me in writing or the reason for these these erroneous balances and erroneous handling of my account and others. The supervisor could not explain to me why I would receive the lien release also. The representative before her advised that they would contact the OK dmv and have them put a hold on the lien release. I advised the supervisor that I sold the vehicle ( XXXX XXXX XXXX ) XXXX XX/XX/XXXX to another party and the title was notarized by both parties with the lien release attached. The supervisor stated that she could waived some amounts but since {$670.00} was a large amount, she could not waive it. I have disputed these charges with credit bureau 's with no results. The only reason why TD Auto Finance the 3rd party finance company is because I have my wife and my XXXX family vehicle financed with our personal bank. I do not understand how a financial institution can still be allowed to operate with these unethical practices. I am a miltary veteran, retired XXXX XXXX and a XXXX. I am very disappointed that this company would do this.
Company Response:
State: OK
Zip: 73013
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I don't agree with the charge off since it was a gap insurance issue and when finally paid wasn't explained what I needed to do till end of the year I owed a full payment. I lost that dispute but now my credit report is showing 2 charge offs for one issue that was paid out.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
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: How are you? Im extremely upset and shocked about the way this charge-off account is reporting on my credit report which continues to report with incomplete, inconsistent and unverifiable Info. How can you honestly say that you verified as it being accurate? This was NOT verified! I am requesting this investigation under the authorization of the Fair Credit Reporting Act Section 623. ( a ) ( 8 ) ability of consumer to dispute information directly with the furnisher. What I am disputing : The account you have reported to the three credit bureaus. My basis for this dispute is that I have no knowledge of this account.
Company Response:
State: MA
Zip: 02026
Submitted Via: Web
Date Sent: 2020-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2020, I attempted to set up automatic payments on my target card, in XXXX my card was declined, when I contacted Target Card Services, the employee advised me that there was a mistake and the reoccurring payment was only for one payment. I advised them when I set this up, that was not explained to me, and made no sense. The employee I spoke to said that shouldve been explained to me and that she would remove any late fees or reports to the credit bureau, due to the payment plan not being explained to me correctly. On XX/XX/2020, I was notified by my financial expert, that there was a 30 day late reported to credit bureaus for XXXX. I immediately contacted Target Card Services, and spoke with the employee/supervisor XXXX. XXXX said she could not remove the reported 30 day late report, even if it was there fault. I explained to her that I was told months ago it would be removed from my account, and she said there was nothing she could do on her end.
Company Response:
State: CA
Zip: 95337
Submitted Via: Web
Date Sent: 2020-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: on XX/XX/XXXX I contact td bank to get them to reopen my account and they refused the checks I have made cleared my finest account as a revels instead of it being a nsf I wrote XXXX check XXXX for XXXX and XXXX for XXXX all of which was paid I even emailed the bank telling and sent them proof the checks clead give me a XXXX credit
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A