Consumer complaint received 2018-03-09
Company: TD BANK US HOLDING COMPANY
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
My auto monthly payment is due on the XX/XX/XXXX, however I make a payment almost every two weeks. I've had this loan since XX/XX/XXXX and I've never made a late payment. I was actually paid ahead at one point. I've also always made an online payment, with the same checking account that I've had going on 15 years from XXXX. I logged on to the system to make a payment on Saturday XX/XX/XXXX, however I received a message stating there is system maintenance and to try again at a later date. I then tried again on Saturday XX/XX/XXXX around XXXX cst. and I received the same message so I called customer service at XXXX XXXX  and I spoke to a young lady by the name of XXXX XXXX. She advised me that there's usually system updates between XXXX and XXXX XXXX  cst on Saturdays, and that I should wait about 20 minutes or so till it's XXXX my time and make the payment and I did. When I logged in about 45 minutes later I noticed that all of my checking account information that was in the system was wiped out. So I entered all of my checking info again and I made a payment of {$440.00} at XXXX and I have a transaction ID # and a screenshot of the date and time of that payment. ( Since I made the payment after 4, the payment date reflected XX/XX/XXXX ). On Friday XX/XX/XXXX at XXXX, I receive an email from my lender stating that there was an error processing my payment. So I called customer service on XX/XX/XXXX at XXXX XXXX  and spoke to a gentleman by the name of XXXX XXXX. I advised him of what my experience was the last few weeks and he acknowledged that there was a system update that wiped all of the payment info from the account and there could have been an error processing the new payment. And he asked me to make a payment over the phone, and I declined. My normal payment method is online, so while I was still on the phone with him, I logged on and made a second payment for {$500.00} at XXXX XXXX. I asked him if the payment will be effective dated to the original date I submitted the payment ( since it's their error ) and he said once the payment goes through, for me to call back and someone can help me with that. I also have a screenshot and the transaction ID for the second payment as well. I asked him how long does it normally wait to post, he said I should know by 5 business days starting Monday XX/XX/XXXX. I checked my email for a payment confirmation in addition to my checking account daily to ensure the payment was processed and there was nothing. So after 5 business days ( XX/XX/XXXX ) I called customer service at XXXX. The call automatically went to a collections agent since I'm " technically '' 11 days late, and that's where I spoke to XXXX XXXX. And just like I did XXXX, I told her what happened and said I'll make a payment however it needs to be effecitve dated correctly back to 02/25 since that was the original payment date and she said she could not do that. I asked to speak to a manager and I was on hold for almost 10 minutes with no success. So not to perpetuate the problem, I made a third payment over the phone with her for {$500.00}. 

I attached screenshots for the two online payments made as proof.

Company response to consumer: Closed with non-monetary relief