Consumer complaint received 2021-08-31
Company: TD BANK US HOLDING COMPANY
State: RI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I have a 'yard card ' which started having a payment due back on XX/XX/XXXX in the amount of {$230.00}. The bill for that month arrived a day after the payment was actually due. So we called up the company and they 'waived ' the late fee that time and we made the payment online that same day on XX/XX/XXXX in the amount of {$230.00}. The XXXX payment that was due I called the customer service number to figure out how to set up the online bill payment through my XXXX  XXXX XXXX bill pay system since I didn't see them anywhere. The rep helped me through setting it up manually and it worked. However, I was unable to make the payment through bill pay as it was to close to the due date. So I made the payment, in the amount of {$230.00}, at XXXX. and that was on time. Then I set the bill payment to be made on XX/XX/XXXX for {$230.00} through my XXXX  XXXX XXXX bill payment. When I get the XXXX bill I see a 'late fee ' assessed in the amount of {$29.00} for XXXX 's payment being late. I called them up in early XXXX, as I am still waiting for my XXXX Bill to come out from my cell provider to get the exact date and time, and explained that the I made the payment, of {$230.00}, on XX/XX/XXXX so I'm not sure why it took them four business days to have the transaction post and then backdate the actual transaction date to XX/XX/XXXX which is a Saturday. The rep on the phone apologized and agreed in XXXX the fee should be waived but, they couldn't waive the interest because, that was supposed to be charged. So I agreed to that and it was fine and I again paid the {$230.00} due XX/XX/XXXX. Then I got the XXXX statement and it's showing a total 'late fees / other fees ' of {$69.00}! So I called customer support again and was transferred to a manager and she explained that when I am 'making my online bill payment 's through my bank ' that it is not being made electronically as I am thinking it is. That the payment 's are actually being mailed to TD Bank as 'my bank, XXXX XXXX XXXX , has no relationship with Yard Card and almost no bank 's have these relationships with them. ' So now I understand why it appears to be taking so long to post the transactions even though I am making them so far in advance of actually being due and still being charged late fees. She explains that since they already 'waived ' one late fee that they will not 'waive ' another and I owe {$300.00} this month. I disagree with the amount due and I feel lied to because the first rep in XXXX could have explained that my bank is actually mailing them physical check payments as they have no relationship with XXXX  XXXX XXXX. But, they didn't. And it's not like I knew this was happening. XXXX  XXXX XXXX 's bill pay system is partially at fault also as they should make you have to input the payment for processing at least ten business days before the actual payment is due so that it get 's their in time. But Yard Card / TD Bank are most at fault for not explaining back in XXXX that these payments are actually being mailed and not electronically sent as I believed. The really odd thing is I have another outstanding loan with TD Bank for a bike that I bought through XXXX and have been billed monthly for it through XX/XX/XXXX and have had ZERO issues with paying that bill through bill pay every month making on time payments. But, for some reason TD Bank / Yard Card I have had issues with every single month non-stop. And it appears this is partially intentional by TD Bank not having any 'relationship 's ' with other banks so customer 's can not make payment 's through their online banks bill pay system as I did. And I am making the assumption this is intentional because, now I am being forced to pay {$69.00} dollars in late fees that have piled up as I was under the impression that all my payments through my bank have been made electronically but, were actually being mailed.

Company response to consumer: Closed with monetary relief