Consumer complaint received 2020-08-14
Company: TD BANK US HOLDING COMPANY
State: WI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have an account with TD Retail Card Services that was opened in XX/XX/XXXX. I set up an automatic payment through my bank to pay the bill every month. Everything worked fine until XX/XX/XXXX, when the paper check my bank sent ( because TDRCS does not participate in electronic payments, which was not apparent to me at the time ) apparently was lost somewhere. I found this out because I got a Past Due notice in the mail in XXXX. I called the number, and was put on hold for over an hour. The first person transferred me to someone else and I was on hold again for >20 minutes. I couldn't stay on hold and called back the next day. The same thing happened three times until I finally talked to someone who said that I needed to pay the bill ( {$260.00} ) plus a late fee. I explained that the payment HAD been  sent but was lost. A lot of back and forth happened, I told them that I would try to set up an electronic payment. I checked with the bank and found that I couldn't do that ( see above ) so I got in touch with TD again ( after more long holds ) and had them tell me which of two addresses on the Bill Pay page for them was the correct one. I was told, and verified by reading it back, that it was an address in XXXX NJ. I set up the payment process, paid the XXXX payment by phone including the late fee which I was told would be credited to my account balance, and thought it was taken care of. 

Then in XXXX I got ANOTHER past due payment plus late fee. More calls, more holds. I told the TDRCS customer service person that this was the second time and why are they not getting these payments? I went into my bank website and told them the address the check was sent to. They told me that was NOT the correct address and that it should have gone to XXXX SC. Well, thanks for giving me wrong information! They said I should send proof of payment from the bank that the payment was sent and that then they would have a supervisor take things further and that I would get a call. I faxed the proof of payment on XXXX. 

I got an email on XX/XX/XXXX saying that I had a past due payment that I had to take care of ( a generic email ). I called back and told them I needed to speak to a supervisor to get this resolved. I was transferred to the same customer service line that did NOT have a supervisor at it, but again they told me I would get a call. Someone identifying herself as a supervisor left a voice mail on XX/XX/XXXX ( while I was at work and could not answer my phone ) saying I should call back to the same collections number that started this whole thing. I have called three times since then, I get a person, I explain that they made the mistake of telling me the wrong address, I sent the payment, and I need to speak to a supervisor to get it rectified, and they transfer me to the SAME CS department that does nothing but put me on hold! I have been unable to get any further than this now after being on hold for 45 to > 60 minutes, trying at many times of day and evening. 

I have set up the automatic payments to the correct address but still have late fees outstanding that I can not talk to anyone about. I don't know if the payments that were made previously are totally lost or not. I have no idea what they are doing with my account and my credit rating right now, and I have no way to find out because I can't talk to anyone.

Company response to consumer: Closed with monetary relief