Date Received: 2020-08-12
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 was assessed with a wrongful 30 day late payment. This was on the onset of covid when my hours at work were dramatically decreased. I made my minimum payment of XXXX on XX/XX/XXXX ( 29 days late ) my due date is XX/XX/XXXX. Since then I have paid off the card and my balance is zero. When explaining this to them they had no mercy and wouldnt make an adjustment to my credit report. Similar to in 2017 when I had auto pay to a different bank account and they wouldnt remove the late payment. I understand being firm on policy but for a customer of 3 years to not be understanding during a worldwide pandemic is not encouraging as a customer. This is preventing me to qualify for a mortgage and effecting my quality of live.
Company Response:
State: RI
Zip: 02886
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XXXX i started a vehicle loan agreement with T.D. Auto finance. I set up auto pay for my bill that was due on XX/XX/2020. On XX/XX/2020 the payment never came out of my checking account so I called td to let them know and they told me that the payment will come out of my account by the end of the day and not to worry about it. The following day the XXXX of XXXX the money had still not came out of my account so i called td back again and they said they can see the payment incoming from my bank and that it would come out of my account on XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX the money still had not came out of my account. I again for now the third time and was again told by td that they could see the payment coming from my bank and it would be pulled from account by the end of the day. On XXXX XX/XX/XXXX the money still had not come from my account so i contacted my bank and my bank let me know that no money had ever been sent to td auto at all because there was an error with the autopay. I called td auto again for the XXXX time to let them know. After waiting on hold for over a half hour The guy who answered immediately fell asleep on the phone. I was worried because he was slurring his words and not talking clearly. After several minutes of me yelling into the phone he finally stopped snoring and acted like he had computer issues. I then told him he was lying because i heard him snoring the whole time and was the one who woke him up. He then said " i have XXXX XXXX '' I asked to talk to his manager and he hung up on me. So i then called TD back for a 5th time to let them know what had happened and to speak to a manager. The rep was extremely rude she looked over my account and had me make a new payment online since the first one never went through. She let me know that the payment was going to principle and she was going to create a " workbasket '' which tells billing to apply the payment from principle and switch it to my current payment due so i would have no late payment since at this point ive already tried to pay my bill 5 separate occasions and td keeps telling me my account is payed. She also said she was waiving the XXXX $ payment cancellation fee for the inconvenience. She also said she was writing in my notes i want a manager to call me and that id get a call within 48 hours from a manager. Which i still have not received. The next day i started receiving calls from collections asking me when i was going to pay my bill. I had to spend 15 minutes on the phone for now the 6th time explaining the situation. I asked to be transferred to a manager immediately and the rep obliged and transferred me to her manager. Upon talking to the manager i explained everything previous that i have explained here in this complaint and she apologized and said the rep i had dealt with last time never made a workbasket, nor had she applied my payment correctly nor had she asked a manager to contact me. The " manager '' then told me that she was personally taking care of this for me and that she isnt like the other workers she is a manager and she will be taking care of this 100 %. I said ok i hope that this fixed my issues. I have received a call from collections every day since. I have received a call from collections every day while im at work and i have to explain to the rep every day what has happened. It has been almost a full month of my getting harassed daily because they still have not corrected my account. I am now looking to file a grievance with any entity that will listen to me.
Company Response:
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I meet all the criteria for a loan .... the underwriters for TD Bank took nearly a month to evaluate..I was asked to right and send a letter in detailing why my income was low this year from previous years ( W2s ). I stated I was a victim of the XXXX epidemic like most people and my jobsite was closed down for 3 months being in XXXX. I denied the loan because of insufficient income..
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I applied for the sba loan is was approved for the amount of XXXX. Setup my account for direct deposit. After I set up my direct deposit with the bank I have which was XXXX XXXX at the time. I received an email from my loan office that I could not use that account because they are having to many problems with fraud. So I open an account with td bank. My loan was deposit on XX/XX/2020. I had access to my money that morning. At XXXX XXXX that day I went to an atm to withdraw cash to pay for thing that I need for my business the card declined and it said stolen on the Atm. That morning I withdrew XXXX. At td bank. So I call the 1800 number on the back of the card to speak with customer service I was advice I had to go to. Local branch with my Id and my paperwork for the loan. By the time I was able to talk to someone it was after XXXX so I went to the local branch on the next business day XX/XX/2020. I was told by the teller that the paperwork work that I had I couldnt which was my loan paperwork my ein number and my Florida Id and accountant information. She told my that I was not going to be able to get no money out of that account and I still will be responsible for that loan. If I responsible for that loan I need my money Im contacting my lawyer ASAP How can your complaint be satisfactorily addressed? Not satisfied
Company Response:
State: FL
Zip: 33461
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am opening a business and I purchased some furniture form XXXX XXXX on XX/XX/XXXX had a company that advertises new furniture. The company never delivered the furniture and I filed for a dispute with my bank for the charges and they provided a provisional credit for the transaction for {$1700.00}. I had a total of three transactions on XX/XX/2020 from Mr. XXXX XXXX advertised a company online for cooling caps and products I purchased a {$180.00} worth of caps and never received them and XXXX XXXX XXXX XXXX XXXX for {$190.00} and I never received the merchandise as well that I paid for. TD Bank provided me with provisional credits and came back and took the money out of my account. I had filed a police report submitted it along with the documents to show proof that I never received anything from these companies that falsely advertise. I also requested for my claim to be reopened and they still denied my claim after receiving the information and police report. TD Bank did not protect me as a consumer or my funds. I asked them to send me proof of what the customer sent them to say that I received the merchandise or a shipping receipt someone hung up on me. I never got a report showing proof that I received anything and how did they come up with the conclusion that I got any merchandise or items from these people. It has been a battle with TD Bank and they do not work in the best interest of their customers. If a customer do not receive what they paid you have the right to file a dispute which I did. This has resulted in them taking my paycheck out of my account as well and causing a hardship in my finances. The bank is suppose to protect your funds not allow people to steal them and walk away with them. TD professionalism and they way that I have been treated is wrong they made me feel as if I was the criminal and not the victim.
Company Response:
State: FL
Zip: 32779
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Opened a new set of TD Bank checking and savings account on XX/XX/XXXX. Online banking was blocked a couple days later. Called customer service line and I was told I had to go to a branch to unlock my account. I refused to go to branch due to the current COVID situation and hope they can unlock my account as soon as possible.
Company Response:
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: XXXX XXXX recently settled accounts personal line of credit XXXX XXXXXXXX settled XXXX XXXX XXXX XXXX XXXX settled XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Settled
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went to deposit {$2300.00} on Sunday, XX/XX/XXXX at XXXX at TD Bank at XXXX XXXX XXXX, XXXX XXXX NY . I put the bills in to the ATM for deposit. The money was not accepted and spit back out 2 times. I assumed it was too much cash at one time, so I split it up into multiple amounts to make several smaller deposits. I put in {$2100.00} ( in 100 dollar bills ) and it was spit back out initially. I assumed it was because the bills were not all facing the same way, so I corrected that and on my next try it was accepted by the machine. The machine went blank and the screen turned black. The machine started beeping while the word 'Wait ' flashed over and over again. After approximately 2 minutes the machine restarted and I continued. From there in error I hit 'quick cash ' and received {$60.00} in cash. I continued trying to deposit the remaining {$260.00} that I did not initially deposit along with the {$60.00} in cash that I had just withdrawn in error. I put {$320.00} into the ATM and received a receipt stating I only deposited {$210.00}. The initial {$2100.00} was gone and not reflected on my receipt or balance. I called TD bank while standing at the ATM and told her what had happened and explained that my receipt did not reflect what I put in. She responded by saying " Your receipt and what I'm looking at on my screen do not match. '' From there, the woman told me to call back in 3 days because they won't file a claim until it's been 3 days. I asked several questions including 1. Can I see the security footage. 2. Can I speak to someone at the bank branch. Her response was that I could go and try. The next day, Monday XX/XX/XXXX I returned to the branch at approximately XXXX and waited outside until someone would see me at XXXX. I spoke to a man who took my complaint and told me to wait 7-10 business days. I waited 10 days and never heard back. From there I went back to the branch on Saturday, XX/XX/XXXX. I spoke with a woman who told me to keep waiting until it's been 15 days. I continued to hear nothing from TD Bank. I called again on Monday, XX/XX/XXXX with my boss who offered to help advocate for me. We spent over 2 hours on the phone with TD Bank who indicated that we needed to file an additional claim. At this time, they told us that the initial claim had been denied at XXXX that morning ( XXXX ). The woman could not repeat the story and provide accurate information despite us going over it several times. We asked several times for information about what occurs during an investigation and who does the investigation. The representative from TD Bank could not answer these questions. This person was unhelpful and could not follow or accurately document the information that we repeatedly provided. After finding out the initial claim was denied, we refiled another claim with this woman on the phone. One week later on XX/XX/XXXX I received 5 copies of the same letter that indicated that they completed an investigation and an error had not occurred, therefore our claim was denied and I would not be refunded.
Company Response:
State: NY
Zip: 11216
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Received mail from Target XXXX Card that my credit limit has been decreased from XXXX to XXXX due to low Credit score of XXXX which Target claimed they received from XXXX. I have the copy of the letter from Target. It was a unusually low score especially compared to XXXX XXXX XXXX XXXX I use and it got me worried that my credit file might have potentially been compromised. I have contacted XXXX and they informed me that I did not have such a low score since XXXX when I started building my credit. I called Target and today at XXXX and outside of general rudeness disinterest and disregard, I had to endure 6 transfers between departments and finally had to yell my way to close this account which I held since XXXX. I checked with the XXXX and Target did not pull my credit report on XX/XX/XXXX as per claim in their mail nor was my score that low in none of the credit score versions. In their shady letter they also write : Please do not contact XXXX about reasons marked Our Records above. But it was way to worrisome of a letter not to contact the agency and I am sure glad I did. Sending this mail and faking a credit score has caused a tremendous anxiety stress and inconvenience as well as A bitter feud with my husband who was a secondary credit card holder and whom I wrongfully accused of doing something to case my credit to drop almost 100 points. Most shameful and dishonest treatment of a customer for 12 years.
Company Response:
State: IL
Zip: 60068
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: TDBank 's loan servicing process and supporting systems are inadequate. My spouse and I regularly make additional principal payments on our mortgage, which is allowed with no penalty for our mortgage type. TDBank 's IT systems do not allow one to pay down additional principal online. Every month, we must instead follow a two-step process : 1 ) Submit the extra principal payment through the company 's separate 'payments site ' ( as extra principal payments can not be completed through the regular Online Banking website which we log into to view our account ). This money is then routed to an " unallocated account. '' 2 ) Follow up with a phone call to TDBank 's customer service to request the unalllocated amount to be applied to pay down principal on our mortgage. This cumbersome two-step process can take up to 2 hours per one extra principal payment. For example, I called in on XXXX at XXXX and was on hold for 1 hour and 15 minutes to speak with someone to allocate a principal payment I made that day. I finally reached the agent, only to be told the payment hadn't settled yet and so they could not allocate my payment to principal yet. We make extra principal payments at least one time in every month, so you can do the math on how many hours it would take to make ~360 extra principal payments over the course of a 30-year mortgage. Every other bank in the U.S. we have had a mortgage with has had an option to pay down extra principal on their regular Online Banking platform. The fact that TDBank does not offer this through Online Banking appears to be an intentional attempt to make it difficult for customers to pay down extra principal in order to boost TDBank 's bottom line ( i.e. because they are not earning interest on Prepayments ). It is a known issue at the organization, as every customer service agent I have spoken to each month apologetically explains that I need to call in each month to have them allocate my extra principal payment, and that there is no streamlined process to be able to do this more efficiently considering it will be a regular occurrence. We also requested the ability to pay bi-weekly, and were told no. We initiated our mortgage with a different bank, and our mortgage was subsequently sold to TD Bank. TD Bank 's loan servicing is so unacceptable that my spouse and I are considering refinancing at a new bank just to be able to pay down our mortgage at our own schedule and convenience. We know that refinancing would result in extra costs incurred for the transaction, but we do not have time to spare to battle TD Bank 's intentionally cumbersome process every month until our mortgage is paid off.
Company Response:
State: DC
Zip: 20010
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A