Frequently Asked Questions

Enrollment and Log-in:
• How do I enroll for online access to my credit account?
• Who do I contact if I am having difficulty with the online sign up process?
• How do I Log-in to access my account?
• How can I change my password?
• What do I do if I have forgotten my password?
Features:
• What features are available on my online account?
• How can I view the current status of my account?
• Is there a way for me to check my most recent transaction?
• Where can I find information about transactions made in the past?
• How can I check my available credit?
• How can I increase my line of credit?
• Can I print the statement out for my own records?
• Can I receive email notifications if a payment or credit transaction is posted to my account?
Payments:
• Can I make a payment at the store?
• Where can I send payments?
• Who do I make the check or money order payable to?
• How do I make payments over the phone?
• Is there a fee to pay over the phone?
• Do I have to void my check if I make my check payment over the phone?
• How long does it take for my payment to post if I do a check by phone?
• Can I post-date my payment?
• Can I pay by debit or credit card?
Disputes and Returns:
• A billing error occurred on my account. How do I place a transaction in dispute?
• How do I submit a Credit Bureau Dispute?
• I made a return but it has not posted to my account? I sent a check/money order and it's not posting to my account?
Other:
• Can I Use my credit card anywhere?
• How do I report a Lost/Stolen card?
• How can I opt out of receiving marketing solicitations?
• What is your fax number?

Enrollment and Log-in: ------------------------------------------------------------------------------------

Q. How do I enroll for online access to my credit account?

A. To sign up for online access, select the 'Enroll Today' link located under 'Create New Account'. Enter the card number, and then click 'Submit'. You will then be prompted to enter required security information and review the Terms & Conditions. You will then create a Username and Password as well as designate Security Questions and answers.

For your convenience, a visual guide is available by clicking on the following link. ---> Enrollment Guide Download.

If you choose to enroll in E-Statements you will be prompted to provide your primary email address. A confirmation number email will be sent from customerservice@myonlineaccount.net to the email address provided. Upon receipt, copy the confirmation number and enter it in the E-Statement Enrollment Confirmation field (you have the option to complete E-Statement enrollment at a later time).

 

Q. Who do I contact if I am having difficulty with the online sign up process?

A. Contact a customer service representative at 1-800-252-2551. Our representatives are available Monday through Friday 9:00a.m. - 9:00p.m. ET, and Saturday from 9:00 a.m. - 5:00 p.m. ET.

 

Q. How do I Log-in to access my account?

A. Enter your User Name and your Password and click on Login.

 

Q. How can I change my password?

A. Access Services from the menu bar across the top of the page. By selecting the Change Password link you will be prompted to answer a Security Authentication question and input your old and new passwords.

 

Q. What do I do if I have forgotten my password?

A. If you have forgotten your password, you will need to create a new password before you can access your account information. Click on the 'Forgot Your Password' link below the Log In button. You will be prompted to enter your Username, Social Security Number and Mother's Maiden Name and click Continue. Answer the Authentication Security question and click Submit. Upon providing the correct response, you will be prompted to enter a new password.

Passwords must be between 8 and 12 characters long and contain one letter, one number and one special character. For Example, password1$. Allowable special characters are: ^$.&/?@_%=+:;,'-. Enter your new password, enter it again to confirm it, and click Continue. Please note that you must use your new password the next time you log in to Online Services.

Features: ------------------------------------------------------------------------------------

Q. What features are available on my online account?

A. You will have instant access to your current account information online. Available features include
  • Account Info -
    • Account Overview
    • Pending Activity
    • Current Activity
    • Account History (statements) – Only available if account is enrolled in e-statements
    • Search
    • Customer Category
    • Terms and Conditions

 

  • Bill Payment –
    • Enroll Accounts (Add/Modify/Delete)
    • Make a Payment (New Payment, Modify and Delete Payments/ Delete Monthly Payments, Payment History)

 

  • Services –
    • Credit Line Increase
    • Replace Card
    • Email Alerts
    • Alert History
    • Statement Delivery
    • Change Contact Info
    • Change Password

 

  • Help Center –
    • Get Messages
    • Dispute a Transaction
    • Report a Lost Card
    • Make and Inquiry
    • Contact Us
    • Privacy Policy

 

Q. How can I view the current status of my account?

A. Once you log-in you will see a brief summary of your account. You will also see current balance and payment status as of the date and time shown on the page. It also allows you to display recent transactions that have posted to your account since your last statement (by selecting the See Pending Activity or See Current Activity links). For a more detailed summary of your account, click on Account History link.

 

Q. Is there a way for me to check my most recent transaction?

A. Select the See Pending Activity or See Current Activity links.

 

Q. Where can I find information about transactions made in the past?

A. You have the ability to search information in your Current and Pending Activity listings as well as rolling 12 months of available Account History. Click the Search link from the Account Information Menu to run a query based on the following criteria: Transaction Date, Statement Date, Amount, Description/Merchant, Merchant Group Category and Custom Category.

 

Q. How can I check my available credit?

A. View Available Credit by selecting the Account Overview link from the Account Information menu at the top of the page.

 

Q. How can I increase my line of credit?

A. Select the Credit Line Increase link from the Services menu at the top of the page. Complete the “Request a Credit Line Increase” form and click Submit. You will receive a response regarding the status of your request within 3-5 calendar days of submission. Track the progress of your request by accessing Get Messages from the Help Center menu option.

 

Q. Can I print the statement out for my own records?

A. Yes. If you are enrolled in E-Statements, you will be able to print your statement by clicking the See Account History Link. On the Account History page, click the Print Statement link at the top right corner of the page. This will open a PDF file of your statement. Click the Print Page link at the top right corner of the page to print a copy of your statement.

 

Q. Can I receive email notifications if a payment or credit transaction is posted to my account?

A. Yes. You can set an "Alert" through the Email Alerts link. An "Alert" is an e-mail message that is automatically sent to notify you of an event you have specified concerning your account or a personal occasion. This page allows you to set new alerts, and to reset or delete alerts you have already set. You can set Alerts for:
  • Account Events, such as when your account statement closes.
  • Transaction events, such as when a payment or credit transaction posts to your account.
  • Personal Occasions, which are calendar-based reminders for any occasion you choose.

Payments: ------------------------------------------------------------------------------------

Q. Can I make a payment at the store?

A. Specific stores will be able to accept payments at their discretion. Please inquire with your local merchant if this service is available.

 

Q. Where can I send payments?

A. You may send payments to: Department of Accounts P.O. Box 33802 Detroit, MI 48232-5802. Please make your check or money order payable to TD Bank, N.A. Ensure your account number is written on the front of your check or money order.

 

Q. Who do I make the check or money order payable to?

A. Make your check or money order payable to TD Bank, NA. Ensure your account number is written on the front of your check or money order.

 

Q. How do I make payments over the phone?

A. You can pay your credit card bill using our automated touch-tone bill payment service. Simply call 1-888-382-6665, have your credit card statement with your account number and your checking account information ready, and follow the easy instructions. At the end of each payment transaction, you will be given a confirmation number for tracking purposes.

 

Q. Is there a fee to pay over the phone?

A. There is no fee for making a payment using our telephone Automated Touch-Tone Bill Payment Service.

 

Q. Do I have to void my check if I make my check payment over the phone?

A. No, your payment is electronically debited from your checking account. A check number is not used when making a payment.

 

Q. How long does it take for my payment to post if I do a check by phone?

A. It takes approximately 2-3 business days for your payment to process and post to your account.

 

Q. Can I post-date my payment?

A. Payments may be post-dated when using Online Account Maintenance (OAM).  Payments cannot be post-dated when using the Automated Touch-Tone Bill Payment Service.  Telephone payments will be posted with the effective date the payment was processed if done by 5:00pm ET and on the next business day if processed after 5:00pm.

 

Q. Can I pay by debit or credit card?

A. Unfortunately, we only accept checks or money orders when making a payment.

 

Disputes and Returns: ------------------------------------------------------------------------------------

Q. A billing error occurred on my account. How do I place a transaction in dispute?

A. You can dispute a transaction online, in writing via mail, or by phone.

But to preserve your rights, you must contact us in writing no later than 60 days after we sent the first statement which had the error. This does not apply to claims of unauthorized use.

Online:

  • Click the Dispute a Transaction link from the Help Center menu at the top of the page.
  • Access your Account History by using the provided link.
  • Select the desired statement and select the transaction you wish to dispute by clicking the underlined amount.
  • Click the Dispute this Transaction link on the resulting page.
  • Complete the general information form and click Continue.
  • Input the date and method of how you contacted the merchant.
  • Write a description of what you are disputing and why.
  • Click the Continue button when complete.

You may view the status of your dispute inquiry by using the Get Messages menu option.

In Writing via Mail:
Send a dispute letter with the following information to: Department of Accounts, PO Box 731, Mahwah, NJ 07430.

  • Your name, account number, and phone number
  • Transaction date(s) and amount(s)
  • A complete description of the claimed error and any attempts by you to resolve the error with the merchant
  • Your signature on the letter
  • Any documentation that supports your claim

 
Phone: Call Customer Service at 1-800-252-2551 and we will ask you for the required information to initiate your dispute.

We must hear from you no later than 60 days after we send you the first statement on which the error or problem appeared. You may view the status of your dispute inquiry by using the Get Messages menu option. You also have the option to notify us by calling Customer Service at 1-800-252-2551 or in writing mailed to Department of Accounts, PO Box 731, Mahwah NJ. Please include your name, account number and the amount of the suspected error in your letter.

Describe the error and explain why you believe there is an error. If you need more information, you need to describe the item of which you are unsure.

Q. How do I submit a Credit Bureau Dispute?

A. If you think the information we furnished to consumer reporting agencies on your Account is not accurate, you should write to: TD Retail Card Services, P.O. Box 731, Mahwah, NJ 07430 Attn: Credit Report Dispute.  You may experience a delay if you do not write to this address. In order for us to investigate your dispute, you will need to provide us with your name, address, and telephone number; the Account number you are disputing; and why you believe there is an inaccuracy. We will complete any investigation and notify you of our findings and, if necessary, corrections. Calling us will not preserve your rights.

For your convenience, we've created an optional RCS Consumer Report Dispute Form that you may use as your written statement.

Q. I made a return but it has not posted to my account? I sent a check/money order and it's not posting to my account?

A. Please refer to prior billing dispute Q&A section and make sure to provide the receipt showing the credit.

Other: ------------------------------------------------------------------------------------

Q. Can I Use my credit card anywhere?

A. TD Retail Card Services (TDRCS) is a private label credit card company. Our cards are specific to each store that finances their purchases through TDRCS.

 

Q. How do I report a Lost/Stolen card?

A. Immediately contact our customer service department at 1-800-252-2551 and stay on the line for a representative to assist you.

 

Q. How can I opt out of receiving marketing solicitations?

A. You may notify us in writing and mail your request to Department of Accounts, PO Box 731, Mahwah, NJ 07430 or contact a customer service representative at 1-800-252-2551. Our representatives are available Monday through Friday 9:00a.m. - 9:00p.m. ET, and Saturday from 9:00 a.m. - 5:00 p.m. ET.

 

Q. What is your fax number?

A. Our fax number is 201-818-0981