Consumer complaint received 2021-12-07
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:
Having run credit and charge card operations for XXXX for 18 years with a good understanding of payment processing, it appears TD Retail Card Services has some serious operational problems. 

This TD  account is only for the payment of $ XXXX for a XXXX phone . I set up automatic payments via my XXXX XXXX XXXX XXXX process to be paid 5 days before the due date ( the XXXX of the month ). I received a letter dated XX/XX/2021 stating that my account was past due. Upon reviewing my XXXX account online, I discovered that TD  posted my XXXX payment one day late, despite the previous XXXX payments being posted early or on time. Since I was not notified of this until XX/XX/2021, I called TDs  customer service and spoke with three representatives on the phone over 90 minutes on XX/XX/2021 ( no one seemed to know what to do ) and explained that in over 20 years and hundreds of payments from XXXX XXXX XXXX XXXX, I had never had a single payment received late by any of the recipients. While I can verify that the payment was in fact sent on time, I was told by TD  that they could not verify receipt, only when the payment was posted. By default, TD is assuming the payment wasnt sent on time when I have proven it was. 

In addition, when I contacted TD  customer service XX/XX/2021 by phone I was told the initial late fee would be credited ( which has not been done to date ) and upper management would have to approve the second late fee ( for XXXX ). I sent an email to upper management ( no persons name was provided to me ) on XX/XX/2021 and received a response on XX/XX/2021 indicating that no credit of any late fees would be made. I then sent a letter to TD upper management, the Texas Attorney General, and XXXX on XX/XX/2021 requesting clarification as to why they didn't process the credit their representative said they would. While I received a response to my XX/XX/2021 letter from the Texas XXXX XXXX XXXX ( Complaint No. : XXXX ) I have yet to receive a response from TD. However, this past weekend, I discovered that TD Retail Card Services has now damaged my credit rating by reporting me delinquent to the credit bureaus. In addition, I have discovered that my XXXX payment delivered to TD XX/XX/XXXX and a payment to pay off the remaining balance ( ex. erroneous late fees ) delivered XX/XX/XXXX, as of today ( XX/XX/XXXX ), have not been credited to my account or presented to my bank for payment. 

I find it appalling and indicative of deceptive trade practices that TD said they would credit the initial late fee ( which has triggered subsequent monthly late fees while waiting for them to respond to me ) and they havent. This credit arrangement was an extended term, interest free, purchase plan for a XXXX mobile phone. Im now wondering if this isnt a scam to increase profitability by manipulating the application of payments, charging late fees, and ultimately coercing consumers to pay by reporting them to the credit bureaus. 

I would appreciate your help in getting this resolved and, most importantly, restoring my credit rating. 

Thank you.

Company response to consumer: Closed with monetary relief