Consumer complaint received 2017-07-14
Company: TD BANK US HOLDING COMPANY
State: GA
Product: Debt collection
Sub-product: Credit card debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
On XX/XX/XXXX, we opened a credit card line with XXXX/TD Bank ( XXXX. XXXX XXXX XXXX, NJ ).  The plan was to pay off the balance, interest-free, by XX/XX/XXXX. We set up auto bill pay with slightly above the averaged amount owed. We never received e-statements, and we received a random paper statement once or twice a year. Periodically, the online system would n't work when we logged in, and we would be unable to view our statement. We called once, and a lady told us that they sent out paper statements when the online account was n't working. We did n't think much of it as we had figured out the monthly payment to get everything taken care of in good time. <P/>At the last statement received, we calculated the pay-off amount and made our final payment on XX/XX/XXXX. We miscalculated by {$.00}. On XX/XX/XXXX, a letter was mailed to our old address and forwarded to us. We had just moved that same month and did n't change our address with XXXX/TD Bank, because we thought we had paid off the balance. The letter was forwarded by USPS to us on XX/XX/XXXX, I believe, stated that we owed {$91.00}. The due date was XX/XX/XXXX, by the way. <P/>We called and requested a bill from XX/XX/XXXX, since that would have been the next month after our last payment. It just arrived today, and it showed {$.00} plus a {$27.00} late fee from XX/XX/XXXX payment. <P/>I called and talked with XXXX ( sp? ), who told me that the payment in XX/XX/XXXX was late ( though bill pay had never paid a late fee in four years! ). He told me that he could n't resolve the other fees, and I would have to talk to someone else. I spoke with XXXX ( agent XXXX - I swear I thought he said " XXXX '' when he answered the phone ), and he told me that they were sending us e-statements to our email address on file. We have every email from them - totaling ONE that they sent us the month after we opened the account in XX/XX/XXXX!. I asked him to check and let me know which email address they were using, and he put me on hold. After a few minutes, he came back on and told me that someone deleted the email address from our online account and requested paper statements, so he could n't tell me what email address was on our account. I asked him why we were n't receiving paper statements consistently ( we would randomly get one or two a year ). He told me they never got returned emails or paper bills so I had to be getting them. I told him that the lack of returned mail does n't mean they sent it, and I asked him why someone would make monthly payments for four years and suddenly disregard {$.00} and rack up a bill. He told me that the fees were legitimate, and I owed them. <P/>Now, I have many questions : 1. Why would bill pay take care of every single payment on time for four years ( for this company and every other we 've set it up for ) and suddenly pay it late when it means I am about to go outside my free interest period and start racking up crazy interest? 2. Why could I get a bill that has three months of late fees but not get a monthly bill immediately after I " miss '' a payment? 3. Why could XXXX not tell me what email address was associated with our account? Telling me that it was " turned off by someone '' does n't mean that it disappears from their records - they surely know everything about me! 4. Why would XXXX tell me they have been sending me emails and then tell me they do n't have an email when I press him to tell me what address they were using? 5. Why would XXXX tell me someone JUST ( with an emphasis on " just '' ) made that email change to our account when I pressed him. If that is the case, there would be a digital record of four years of emails, right? Moreover, this email account has been the ONLY email account for all of our bills for nearly 20 years. 6. As I stated earlier, why would we pay four years of bills on time and just suddenly stop paying attention to {$.00} and a late fee of {$27.00}? 7. Why is this, as XXXX said, a bunch of legitimate fees? How can they keep charging me without billing me? 8. The collection letter says that " we have attempted to contact you on several occasions. '' We do n't have a single voicemail from them. If they saw that the email was n't there, why did n't someone call if they really wanted their money? Maybe they were willing to wait and try to get more? <P/>This sounds like I am getting robbed, and I think it is unconscionable what XXXX is doing. This was the same account for which we were charged a " hidden fee '' and TD was forced to pay us and others back a year or two ago.

Company response to consumer: Closed with monetary relief