Consumer complaint received 2022-11-05
Company: TD BANK US HOLDING COMPANY
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
I applied for & was approved for financing through TD Bank for the purchase of furniture at XXXX XXXX XXXX on XX/XX/XXXX. My application was made using my current mailing address which was shown on the original credit application. My drivers license was submitted with the application ; and, the furniture was delivered to my address as shown on both the application and driver 's license. 

I did not receive any written communication or requests for payment from TD Bank at any time from the credit application date, delivery date or in the months immediately following. I did not realize I had not received any bill for payments due for this furniture. I had made other furniture purchases around the same time & was making payments each time I received those bills. In early XXXX, I received a call demanding payment to bring my account current. After a XXXX of follow up calls to TD Bank, I learned that a previous address was in the banks system & appeared to be where the bills were being sent. This previous address that bills were being sent is an address I had lived in since late XX/XX/XXXX. 

Eventually, I was able to have my account corrected with a TD Bank rep over the phone to reflect the address shown on the initial credit application & to which the furniture was delivered. And, on XX/XX/XXXX, I made a payment of {$430.00} by phone to bring my account current. During this call, I requested that the late fees charged to my account be reversed. I made this request because TD Bank was sending bills to the wrong address, & not due to any error or delinquency on my part. I called again to request the reversal of late fees on my account and was advised that my request was under review. I was told that I would receive a call with the decision from someone at TD Bank within a couple of days. I did not receive a call. 

On XX/XX/XXXX after making a payment, I requested a reversal of the late fees again & after a long period of time on hold, XXXX communicated that my request was denied. The reason given for this denial is that TD Bank sent bills to the address on the credit application. I was told again that my application showed my old address in XXXX. 

The attached credit application refutes that claim. This application was provided directly from XXXX XXXX XXXX upon request. The address on the credit application is my address & not the address TD Bank claims was captured at the time credit was applied for and granted. The credit application, my drivers license & the delivery address all reflect my address. The XXXX address that TD Bank claimed was on my credit application had not been my address in over XXXX XXXX & would not have been entered on my credit application. 

I am requesting the reversal of all late fees applied to my account before the XX/XX/XXXX payment of {$430.00} applied on XX/XX/XXXX ( I believe that amount is {$120.00} ). I did not receive any bills in the mail prior to the phone call in XXXX, but within XXXX of the call demanding payment I responded by bringing my account current with TD Bank. Unfortunately, it seems TD Bank applied an old address to my account & was sending bills to that address, and not the address on my credit application. 

On XX/XX/XXXX, TD Bank sent me a letter notifying me that my request was denied because 'We received your inquiry and concluded that a billing error did not occur '.

Company response to consumer: Closed with monetary relief