Consumer complaint received 2023-09-19
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Debt collection
Sub-product: I do not know
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I am writing to submit a formal complaint against XXXX TD Financial Services, referred to as " XXXX XXXX '' hereafter, regarding a series of deeply concerning incidents I have encountered in connection with their financing services. These incidents appear to involve unfair, deceptive, or predatory practices that have resulted in considerable hardship and financial stress. I respectfully request that the Consumer Financial Protection Bureau ( CFPB ) conduct a comprehensive investigation into these matters. 

On XX/XX/2023, I engaged with XXXX XXXX to finance a pair of monitors. To my surprise and dismay, a user account was established in my name without my knowledge or consent. This initial predicament necessitated my contacting customer service to gain access to the account and fulfill the requisite payments. 

Following this, a customer service representative from XXXX XXXX guided me through the setup of automatic bill payments. During this process, I meticulously copied and pasted my banking information directly from my financial institution 's portal to ensure its accuracy. The representative supervised and confirmed the successful configuration of automatic payments, instilling in me a sense of confidence and security. The representative also verified a successful payment posted. 

However, approximately two months later, I began receiving notifications from XXXX XXXX alleging that I had not made any payments and had incurred late fees. These claims left me bewildered, prompting me to once again reach out to customer service for an investigation. To my astonishment, I was informed that my banking information had been inaccurately recorded on my account. It is crucial to emphasize that my provided banking information was copied diligently from the source and validated by a company representative. This misreporting led to missed payments and unjust late fees. 

In response, I diligently corrected the erroneously recorded banking information with the assistance of a customer service representative. I ensured that all outstanding payments were brought up to date and that the imposed late fee was removed from my account. Regrettably, the same issue recurred approximately two months later. To my dismay, I discovered that my automatic payment setup had been inexplicably XXXX. Despite meticulously adhering to all prescribed procedures for timely payments, XXXX XXXX again charged me late fees without prior notice or adequate explanation. 

Subsequent conversations with XXXX XXXX 's customer service representatives revealed an unwillingness to acknowledge fault or address the situation adequately. Instead, they attributed non-payments and late fees to me, despite documented evidence of my diligent compliance with the company 's prescribed procedures for timely payments. 

I have formally requested the removal of these late fees, an adjustment of my due date to the middle of the month, and re-enrollment in the auto-pay program. Regrettably, all of these requests were summarily denied. 

Based on the described experiences, it appears that XXXX TD Financial Services may be engaged in deceptive practices, including but not limited to : 1. Creating accounts without explicit consent.

2. Unauthorized modification of accurately provided banking information.

3. Disabling auto-payment arrangements without notification.

4. Refusing to reinstate auto-payment processes despite consumer compliance.

5. Setting a payment due date for the 3rd of the month with no option to update.

These actions seem to create a system that encourages missed and late payments, resulting in predatory financial consequences for consumers. I believe such practices are in violation of established consumer protection laws and warrant a thorough investigation by the Consumer Financial Protection Bureau. I highly doubt I am the only person experiencing this predatory pattern to squeeze late fees out of consumers. 

I respectfully request that the CFPB investigate these allegations against XXXX XXXX XXXX XXXX and take appropriate action to rectify the injustices I have experienced. Your intervention is essential in safeguarding consumers ' rights and preventing future harm. 

Thank you for your attention to this matter. I can provide any and all documentation necessary to support my claims.

Company response to consumer: Closed with explanation