Consumer complaint received 2018-04-09
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I am one of TD Bank XXXX  Credit card holder. TD Bank sent me 0 % Promotional APR through my billing cycle that's ends XX/XX/XXXX There is three blank check attached to the offer letter and letter says to do three three step to enjoy their 0 % Apr for 12 month. ( Until XX/XX/XXXX) .Promotional rate offer on Balance transfer Checks like a regular check or call XXXX to use debt consolidation, large purchase, unexpected expenses etc. Its also further offered that {$0.00} balance transfer fee until XX/XX/XXXX for the promotional APR to apply. On the letter envelope and also in bold letter TD Bank saying as follows '' NO BALANCE TRANSFER FEE UNTILXX/XX/XXXX, FEE FOR FUTURE BALANCE TRANSFERS ARE MINIMUM XXXX  or 4 % OF THE AMOUNT OF EACH TRANSACTION, WHICHEVER IS GREATER.

I called TD Bank at XXXX onXX/XX/XXXX at XXXX XXXX  and waited until XXXX XXXX then spoke TD Bank representative pickup the phone and spoke with me .She said that offer is to charged Balance transfer fee of 4 % .In her computer system, the code saying that charged $ % Balance transfer fee. I was surprised because offered clearly say that {$0.00} Balance transfer fee if use until XX/XX/XXXX.. When I requeted to spoke with Supervisor, I have to wait long time over 30 minutes then XXXX XXXX, ID and Extension # XXXX  spoke with me. She said that in their system the offered is for 0 % APR for 12 month but in their ends the bank code is to charged 4 % Balance transfer fee. When I read the offer letter to her on phone she still say, the bank offered not for {$0.00} balance transfer until XX/XX/XXXX. She said, she have no access to read the TD Bank offered letter in her ends. he told me to fax that letter to her attention at Fax # XXXX and also other fax # XXXX. which is her personal fax number. She said, she will call back one 's she received the fax which she never did until now. She also told me that within three to five business day, bank will sent letter to re confirmed this offer and I can call to find out if in their system if the code was updates not to charged {$0.00} Balance transfer fee. That phone call take my time from XXXX XXXX to XXXX XXXX   I stayed on this ssue with TD Bank over One hour and 38 minutes.

I sent the fax to both above number same day on XX/XX/XXXX at XXXX XXXX and XXXX XXXX.

I did called later on the same day to find out if She received my fax. but not able to reach XXXX, Supervisor that night.

I called on XX/XX/XXXX at XXXX XXXX and waited 20 minutes then XXXX XXXX said, wait until other day.

I called on XX/XX/XXXX at XXXX XXXX and waited over 30 minutes and then representative pickup the phone. She said, they do not have any offered on tis account at all. I was surprised about this new news from TD bank representative.When I asked to speak with her Supervisor XXXX, ID # XXXX, she said that she spoke with her when she put me in hold. When I asked to speak with her, she said, she transferring to her. But surprised that other representative Supervisor XXXX XXXX, ID and Extension # XXXX spoke with me and with my husband. She said she is not XXXX XXXX. and she said, she sending a internal email to corporate office to confirmed the offer. I do not know if she is XXXX or XXXX. Now she said its take 5 to 7 days to get message back from their corporate office. She said their is no TD Bank CEO or President HOT line to filed any complaint against TD Bank offered or againsit bank representative at all. She said, She will take my number and some one called me which never happened until now.

I look in XXXX  search and found the TD Bank HQ number and called XXXX and spoke with XXXX XXXX  on XX/XX/XXXX from XXXX XXXX TO XXXX XXXX. She said she is at TD Bank HQ located at XXXX XXXX, NJ but she can not help on TD Bank credit card dept and she transferred to XXXX XXXX, at XXXX XXXX HQ, NJ. XXXX XXXX said, she have no access to TD Bank Credit card even she is at TD Bank HQ and she transferred to credit card department which is located in Georgia state, USA. She said she will transferred to Supervisor their. But she did nit transfer to Supervisor, she transferred to regular representative at Credit card dept.. at Georgia . I spoke with XXXX  at Georgia office where TD Bank Credit card department. First she said, in her ends there is no {$0.00} Balance transfer fee in their code. When I and my husband mentioned about fax and calling their HQ, she put us in hold then she back and she said she will do {$0.00} transfer fee, I requested to have a written re confirmation that the offered good for 12 month 0 % APR with {$0.00} balance transfer fee until XX/XX/XXXX. She refused to do that. So, When I try to use the offered to pay our car loan, she said offered is for only pay other credit card not car loan. When I asked to read the offered what TD Bank sent to me, she said she do not have access to read the offered. I read all letter on phone and then she said hold the line. She back and say OK she can do that. When I give car loan took from my credit union name and address and account number, she said account number should 15 or 16 digit number. I called credit union and they said account number is not 15 or 16 digit. Its 4 numerical number with ends at A word of Alphabet.. Now, XXXX XXXX  said they can not do that because account number should be only numerical number and must be six digit. My credit union tod her that use XXXX   before account number for get six digit and now XXXX stuck with A word which is part of loan account number at the credit union. Then she said, she can put my name and my husband name on the check, I told her that offered is in my name from TD Bank and car loan can be pay either borrowers because individual person responsible to pay car loan.. Look like this bank, try to play with their terms and condition and you end up paying their higher interest rate and going to say that you not qualify for 0 % APR on their terms and pay 24.24 % interest rates even they offered for 0 % APR for 12 month with {$0.00} Balance transfer fee untilXX/XX/XXXX. This bank offered should be examined what they offered and what they real doing. I end up going to asked XXXX XXXX to please send me re confirmation letter on my fax to sure what is offered by bank. And she said, bank do not send re confirmation by mail even I sent fax to them for clarification. This bank credit card division should be investigated by Federal government agency to see their trade practice with the consumer. If they violated, should shut down the bank credit card department..

Company response to consumer: Closed with monetary relief