Consumer complaint received 2020-11-08
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I XXXX XXXX opened a bank account and a secured credit card, as a XXXX XXXX to USA by marriage. My husband helped me do this and he is an account holder of the TD Bank. The accounts and cards where all linked in their banking app and the manager claimed it is a marvel how these things link on the app. My name is really long - XXXX XXXX XXXX XXXX, so they said they we are doing some tweaks in name as XXXX XXXX XXXX etc. to create both your accounts. We provided all documents and said, even social security had some challenges printing the name on card as full, but was ok with taking the name as whole. The account was opened and we started using the card and making payments. We setup an Autopay and on XXXX XXXX, where XXXX is the Autopay day, we logged in and checked the automatic payment was through. Our card was setup great from an account with XXXX $ in balance. Then we logged off, but when we logged in after 1 1/2 months the balance was higher than our monthly XXXX $ phone bill, that is charged. So we make an appointment to the bank in the PEAK COVID, get in there after a week and bank stay on phone for 1 hour with TD Bank Credit Card and was assured it will be fixed in 3 days and the fix will be in effect at next Autopay!!! I asked will they report late payment, the Credit card bank assured - oh no it is not your fault - why would they??? It was determined the name on the credit card and the personal checking accounts are different is the reason why the Autopay failed. We did not create this accounts, same person in the bank created it USING BANK SOFTWARE. Next Autopay also failed, we went back twice with appointments and against the advice, made a XXXX $ payment in cash. Again one hour phone call, my husband taking an hour off from work and was assured, wait till next Autopay, everything was fixed and it will process. Next Autopay on XX/XX/XXXX failed, my husband made the payment by signing his account. His name is not XXXX XXXX and it took the payment. He created a XXXX account for two days later - waking up from sleep in panic, in the middle of the night at XXXX and found a late payment was already reported. Late payment was reported for XXXX BUT we went to bank and made a manual payment of XXXX $ by rather persuasively on XX/XX/XXXX! At least I should know, why I need to persuade a banking official to make monthly payments to credit card??? This should be in training and the banking official XXXX finally claimed, he did not know, but could not fix it as the manager at the center asked him to claim, since I signed Autopay, it has a disclaimer, it is my customers responsibility to make the payment! This is outrageous!!! 

I am not very proficient in English is why always my husband accompanied me, and did majority talking on my behalf. 

Bank is doing this to harvest interest, by deliberately destroying credit. This is a  XXXX like activity! I believe this is their OPPORTUNE COVID BRIEFING by upper management. They said we understand it is not your fault, but can not fix it! I believe Management said, do not fix it, it is COVID! We can harvest interest for next 7 years! 

This is a secured credit card, with XXXX $ payment. Not a loan! It is linked to a Bank account with XXXX . If the name is wrong, how was it linked??? Besides, I never put any name in the system! 

We where not getting monthly statements, to make payment by mail!!! We also did not receive an email that Autopay failed or monthly statements. We did not get a letter, bank account was blocked or an email, that bank account or Autopay was blocked. 

I AM A CONSUMER who pays for services and have rights to reasonable services and customer service to some sort of satisfaction and not dollar value based - alone. 

Final statement from the bank is that, when they tried to correct the Autopay, the Autopay was turned off and IT IS MY FAULT!!! again I turned it on, but the bank account had a block on it, due to failed transactions due to name. Again it is my fault was banks assessment, although it is not possible to find out there is a block on the account!!! 

There is no place in banking software or credit card or paper notification, that account is blocked. This is my responsibility is the information given to me and was told, ok, we are out of the loop - as th e Autopay screen displays the disclaimer! If someone lied to me my account was not blocked and I sign a disclaimer based that I made judgement based on your information, then how is it my fault ??? It is negligence or fraud from banks side!!! or both. A blocked account should be notified! 

TD Credit Card company said when we called to cancel late payment, it is TD commercial Bank 's fault, as they admitted it in letter to us. I am a consumer, same Bank TD Bank opened the account using in house computer software and linked them. What is the confusion between account names after the linking of two accounts was successful? This is not my fault ... not telling me account was blocked was not my fault. I should have some way to pay my bills. Training banking employees, inadequately, don't make payments and don't worry till Autopay goes through - is very grave fault from banks side. 

I attach a letter from bank admitting fault and statements with transactions rounded. Please remove that late payments from my account. My credit is new and I am not a non payer, it is a secured credit card and I loaned no money and had XXXX $ to make payments kept, that bank blocked notifying nobody, not updating software to blink it when opening account on the computer! There is no way to find out, the account is blocked! 

When we called XXXX XXXX, they where co-operative and removed the late charge and agreed with us. But when We called TD Credit card, as XXXX advised, the credit card maintains, it is not their fault and reinstates late charge!!!

Company response to consumer: Closed with non-monetary relief