Consumer complaint received 2023-04-12
Company: TD BANK US HOLDING COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX I purchased appliances for {$3100.00} and opened a new XXXX XXXX account to pay for the appliances in order to take advantage of a 24 month 0 % interest promotion. 
On XX/XX/XXXX, about 30 days after the appliances were delivered to my house, I realized that I had not received a statement for the new account. At that time I did some research online and discovered that TD Bank was the company who was servicing the account. When I tried calling it was outside of their regular business hours. At my husbands suggestion I located an email sent with information on how to create an online account for TD Bank. 
Upon logging into the account I discovered that the minimum payment of {$130.00} had been due XXXX days prior on the XXXX. I went ahead and made a payment of {$130.00} through their online access, and setup the account with my online bill pay at XXXX XXXX ( where I also work. ) At the time I logged into TD Bank it tried to automatically enroll me in e-delivery of my statements which I turned off. ( This is something that XXXX XXXX also does for their statements and I prefer to receive paper statements in the mail. ) I also added the account to my bill pay spreadsheet with a due date of the XXXX and payment of {$130.00}. 
On XX/XX/XXXX I submitted a payment through my online bill pay system to be delivered on XX/XX/XXXX in the amount of {$130.00} ; at which time I still had not received a physical statement or email that my new statement was available for viewing. 
Yesterday, XX/XX/XXXX, I received a call from TD Bank stating that I was past due on my account. In order to discuss my account in more detail they wanted me to provide the last XXXX of my social security number which I declined to do for security reasons. As soon as I got back to my computer I called the customer service line and was informed that I'd been assessed a late fee for the XXXX payment in the amount of {$29.00} which had been added to the XXXX minimum payment, and because I paid {$130.00} I was assessed an additional {$40.00} dollar fee for not meeting the minimum payment due. 
When I explained what happened they told me their policy is to only issue XXXX complimentary fee reversal in a 12 month period, and tried to say that I didn't receive any statements because it had enrolled me in e-delivery when I signed in the first time. Even if that was the case, it does not explain why I didn't receive the first statement that was due on XX/XX/XXXX, and my first login was on XX/XX/XXXX. 
Upon submitting a written complaint through their XXXX page I received a call from a manager who also asked me to verify my account with the last XXXX of my social security number ; when I declined to provide my personal and confidential information they told me that I could call back to customer service. I asked if there was a phone number to call to reach a manager and she said there was not - the only way to talk to a manager is for them to call and that they couldn't discuss the issue without verifying my account. 
Today, XX/XX/XXXX, I attempted to call again and was told that they would not reverse the {$29.00} late fee because they showed sending out a statement and their policy is to only reverse XXXX fee in a 12 month period. I reluctantly paid the {$26.00} that they say I was passed due on in order for them to reverse the XXXX fee of {$40.00}.

Company response to consumer: Closed with monetary relief