Date Received: 2020-09-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Please note that I recently filed the below complaint with the Office of the Comptroller of the Currency and received a letter from them saying that our complaint does not fall under their jurisdiction, and instead we should file with the Consumer Financial Protection Bureau. I hope that you can help. On XX/XX/XXXX, I spoke with the Fraud Dept of TD Bank and explained that there was a series of fraudulent charges on my debit card and that I had canceled the card that day. I explained that the majority of the charges were made by XXXX and that I had spoken with XXXX XXXX on the phone and that they agreed that someone must have acquired my debit card number and was making fraudulent charges to my account. They were able to reimburse me for 19 of these charges within 3-5 days, but for the other 59 fraudulent charges, XXXX directed me to seek reimbursement from my bank since it was clearly a case of fraud. ( The 19 that were reimbursed were not fraud ; they were mistakes on the part of XXXX ). For the 59 fraudulent charges, the XXXX rep insisted that I need to contest these charges directly with my bank since the fraud was committed on a TD Bank Checking account bank card. For the past three months I have been trying to do this and have had very little success. TD Bank initially gave me a provisional credit in the amount of {$650.00} ( the total of the remaining fraudulent charges ) while they started an investigation. Within two weeks I received two nearly identical letters from the Claims & Disputes Department, each stating a slightly different reason for deciding that they would be reversing the credit of {$650.00} on my account. One said that I had already been reimbursed by XXXX, which is ( as noted above ) decidedly untrue ( only a very small portion of the charges had been reimbursed, and we are seeking the remainder to be reimbursed by the bank ). And the other simply stated that fraud did not occur, which is also completely untrue and was even confirmed to us by XXXX. Both letters also stated that I have a right to request and obtain the documentation that the bank used to make this determination. Since then, I have tried on multiple occasions to obtain the above-mentioned documentation or some kind of explanation as to why this was determined not to be fraud, AND to start an appeal process. The fraud department has not been responsive despite my many attempts to reach them both by phone and through my local branch customer support person, XXXX XXXX, who has tried on multiple occasions to get through to the Fraud / Claims & Disputes ( by phone and email ) but has had no response to date. It has now been 3 months since my initial complaint and request for reimbursement, and today, we received another email stating that they would not reimburse me and stated that it should be XXXX that reimburses me for the fraud on my card, not them. Since XXXX made it clear that it was not their responsibility, and that the Banks are responsible for fraudulent charges to their checking accounts, we are left not knowing what course of action to take next. Last week, myself and my caregiver ( who has been supporting me throughout this process ) reached out to Vermont Legal Aid for help, and the lawyer that is helping me instructed me to report this to your institution. I am XXXX XXXX XXXX, Im on social security and XXXX ( XXXX ) and have extremely limited resources so this act of fraud has been particularly challenging to me. I hope that your organization can help. Thank you for any help that you can offer. Sincerely, XXXX XXXX
Company Response:
State: VT
Zip: 05401
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I financed a vehicle through TD Auto Finance in XXXX. I was on autopay for the entire 5 year loan. I have credit monitoring and noticed I had a 30 day late so I called the company. They explained that contractually I agreed to make the final payment not using autopay and that is why the last payment was not taken out. I asked them why they didnt send me a notice or give me a call as a reminder as I have paid on time the entire contract. The rep did not have an answer for this question. I asked him if he would remove the delinquency based on my situation and he agreed to do that and I made the final payment. This was back in XXXX or XXXX of XXXX and I checked a couple months later and it still was showing on my credit report. I called TD Auto and talked with a rep who said that the 30 day delinquency was valid b/c I contractually agreed to it. I went through the same story I did with the prior rep and she said that a request to remove the delinquency was never submitted and that I would need to do this through the formal dispute process. This is extremely frustrating given I paid a five year loan on time, through auto pay and had a TD representative confirm he would remove the delinquency.
Company Response:
State: IA
Zip: 50263
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My loan with TD Auto Finance has been set to AutoPay since it began. However, they have told me that in XXXX the autopay was stopped. There was no explanation given, but that is false because I was enrolled in it in XXXX and XXXX, as evidenced by the attached email confirmations. Due to TD Auto Finance 's malfunction, the payment did not process properly and was marked as late. When I was made aware of this, I worked with the TD Auto Finance IT team and confirmed that the error was on their backend because it was not saving account information correctly, and we were able to replicate it several times. In the attached screenshot it shows the exact issue in their AutoPay system where the bank account info what is entered in Step 1, and then confirmed in Step 2, is NOT what is actually saved in Step 3. While they waived the fee, they have not reported correctly to the credit bureaus that the payment was never late. As a result, my credit score dropped 100 points form ONLY this! ( there were no other changes ). This is a violation of the FCRA because it is not accurately reporting the payment history of the account
Company Response:
State: SC
Zip: 29420
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XXXX, XXXX XXXX I obtained a finance credit card with TD XXXX Card Services for the purchase of a new XXXX XXXX XXXX, I traded my old XXXX XXXX with a credit of {$500.00} to be applied to my account with TD XXXX Card Services along with the purchase of a new laptop my account balance would be {$1500.00}. As of XX/XX/XXXX, I had made {$1300.00} in payments for this account. As of XX/XX/XXXX my balance from the {$1500.00} after all of my payments made is {$1300.00}. When I inquired about the problems with the current balance I was informed that I had been overcharged by fees from XXXX. Therefore none of the payments I had made to reduce this balance would not be reflected. TD XXXX has since put a claim against my credit, they refuse to correct the charges and credit my account. XXXX has denied they have over charged my account and I am being harassed on a daily basis by TD XXXX Card Services for payment. I have contacted both XXXX and TD XXXX Card Services and each deny culpability in the billing errors on their part and I think that it is unfair that I keep trying to pay off a balance when none of the monies paid for this account are reflected. Please help.
Company Response:
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have unauthorized hard inquiries from XXXX XXXX XX/XX/XXXX, XXXX/XXXX XX/XX/XXXX, TD Bank USA/ Target C XX/XX/XXXX, XXXX XXXX XXXX XX/XX/XXXX, and XXXX XXXX XX/XX/XXXX these inquires were not made by me and need to be removed
Company Response:
State: CA
Zip: 93535
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Excessive fees
Subissue:
Consumer Complaint: I purchased a sofa in Massachusetts with the situation of paying the total off by cash by the end of 1 year, and thereby all the interest, etc excused. I paid my monthly fees, but then stopped received notices about the payments and lost track of the situation. About 1.5 - 2 years after the original purchase, I began receiving emails that looked like scam to me from TD retail card services. As I was worried about scam, I didn't open or respond to these. I have attached these. After multiple monthly notices, I called the # listed on the emails. I ended up speaking with multiple parties until they directed me to a furniture manufacturer somewhere in the XXXX. I didn't know what to make of that, but eventually after a few weeks, realized that it might be the original manufacturer of the sofa. I then recontacted TD retail and told them I would be happy to pay off what I originally owed, but that due to the above circumstances, the fees and interest should be removed. They refused. After continuing to receive these notices I made 2 further calls with the same offer - to pay off my original debt, but to excuse fees and services, and each time received a refusal. Recently, as I was purchasing an apartment in XXXX, I was informed by the mortgage company of my credit score, and they were unable to issue me a mortgage, but said they would if my score improved. I have never had issues with bad credit, am a XXXX, and pay all my bills.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I signed up for a Target Credit Card and they sent it to the wrong address. Instead of the one on my application it was sent to an incorrect one on my credit report. I never got it or the bill. I finally called them and told them about the error. They corrected the address and sent me the card to my current address. They took my bank card number and paid my bill stating they would remove the interest fees and late charges. I did receive the card but they decided to leave the late charges. My local USPS office is very strict with rules and they started turning their mail back as un-deliverable after receiving the card. When I went to the Target website to activate the card they said they were attempting to collect a debt, I tossed it. They now call me 3 times a day from XXXX to try and collect the late fees that I am not supposed to owe them. I am even getting a new phone to stop this but I felt I should report it to someone. They are also damaging my credit report.
Company Response:
State: WI
Zip: 547XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
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 have a open credit card account with Target and late fees from XXXX XX/XX/XXXX are being reported to all 3 bureaus and it is very inaccurate..also hurting my credit. ****Target also reporting my balance incorrectly to all 3 bureaus as of XX/XX/XXXX XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX XXXX provided by TD Card services website is more difficult than an average website to make a payment. Due to the confusing set up of the website and several links I had navigate through I missed a payment when I thought I had submitted the payment. This issue caused the servicer TD Card Services to report to the credit agencies that I was 30 days late on a payment that was around {$30.00} or so. My credit limit, without notice, was then reduced from more than {$1500.00} to less than {$500.00} placing my credit utilization to over 90 %. Because of this my credit has been severely negatively affected. I called in, waited on hold for nearly 45mins and paid off the remainder of the balance once I found out and contacted the company to resolve the issue. I was then redirected to the website to fill out a form but because of the confusing layout of the website I have been unable to locate said form.
Company Response:
State: WI
Zip: 54115
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I previously spoke with a representative from XXXX XXXX XXXX ( who was the collection company for TD auto finance ) who told me that if I paid and resolved the debt that they'd agree to delete it from all three credit bureaus including XXXX, XXXX & XXXX because it was showing as a negative charge-off. I then paid and resolved the account and was then told they would send a letter in the mail confirming this after payment. I received the letter several weeks after payment was made stating my account was indeed resolved however, it was still showing as a negative account on all three credit bureaus. So the agreement that was made was not held up on their end. I have disputed this item numerous times via different channels to no avail. All I've gotten are remarks added to my credit report saying " updated '' but still no deletion made. With all the disputed attempts made requesting for deletion it has yet to have been deleted.
Company Response:
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A