Consumer complaint received 2021-05-01
Company: TD BANK US HOLDING COMPANY
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Company : XXXX XXXX  ( XXXX  ) Issue : Charging Late Fees About a year ago we purchased an exercise bike through XXXX. We have been making payments early over the past year. We have even made additional payments. They have been charging us late fees over and over again even though we are ahead on our payments and sending them in early. I spent over an hour and a half with three customer service representatives tonight ( XX/XX/XXXX ) from about XXXX until XXXX. I have tried to get through several other times, but I was on hold for an extended period of time. They said that I was being charged a late fee, since the payment did not arrive during the " system window ''. One of representatives agreed and tried to have her manager waive the fees. The manager said she would only waive one fee, but I had to pay a late fee before she could waive that one. She also said that I had to pay additional money even though I am ahead on my payments. 

Here is the email that I sent to follow up ( I believe that I was given an incorrect email address as well ) : Hello, This evening I spoke with 3 of your customer service representatives. I have had an account with you since XXXX of XXXX. Over the past year, I have made 16 payments on my account. I have been ahead on my payments and some months I have paid extra. If you look at the payment history and proof of payment forms that I have attached, you will see that I have never missed a payment and I have always been ahead. I have been paying early. I paid last Month 's payment over 3 weeks early and I was told that I was being charged a late fee, since it was not within the system window. Not a single one of the customer service representatives would share any information regarding the system window for payments. I asked for the terms to be explained to me and was not given any useful information. I was passed around and placed on hold without any resolution to my billing issue. 

I would like the late fees that you have charged me over the past year to be credited to my balance. I will be filing a complaint with the CFPB and the Virginia Attorney General 's office. 

Please notify me when the late fees have been credited to my account and I will pay the balance in full. Attached you will find my proof of payments. The account is under my wife 's name. 

Have a nice weekend! I look forward to hearing from you! 

Thanks, I have also included my payment history from XXXX XXXX. 

XXXXRecurring XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XXXXRecurring XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$44.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XXXX XXXX  XXXX  {$71.00} ... XXXX XX/XX/XXXX Paid XXXX XXXX  XXXX  {$71.00} ... XXXX XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$100.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$10.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX {$71.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX  XXXX  {$71.00} XX/XX/XXXX Paid XX/XX/XXXX XXXX XXXX  {$71.00} XX/XX/XXXX Paid

Company response to consumer: Closed with monetary relief