Consumer complaint received 2023-11-27
Company: TD BANK US HOLDING COMPANY
State: GA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I attempted to cancel my autopay on XX/XX/XXXX and also added a new bank account to manually make the payment, as the original autopay account did not have enough money to cover the transaction. I successfully submitted the payment from the new bank account. ( Email confirmation attached. ) I spent over 2 hours on the phone with customer service on XXXX after getting an email from my bank that 2 payments were returned due to insufficient funds. I was very confused because the bank that emailed that notice was the old auto-pay account that I hadn't used for the manual payment. After much back and forth with the customer service agent, they said they reached out to the tech team and because I added the new account before the autopay was processed, it pulled it from the original, incorrect bank account. I inquired how I was supposed to know that it would pull from the wrong account, if I specifically added to the new account for the purpose of making the payment. I also noted that the payment confirmation emails do not include the last 4 digits of the account it was paid with. The agent also informed me that there was no way to reverse the double payment from the incorrect account- they could only let it post and then start a case to process a refund, which couldn't be done for 8 business days. 

Nordstrom Card Services proceeded to retry the payment 2 more times, on XX/XX/XXXX and XX/XX/XXXX ; even after I had this lengthy exchange with customer service where they informed me that the payment processed incorrectly. I waited until the next bill posted to my account to go back and pay the full balance from the XXXX added bank account on XXXX. 

I attempted to use my card on XX/XX/XXXX to place an order on Nordstrom.com but received the error message to " Check card and billing address information or try a different card. '' I was confused yet again, because no information on my account had changed. I called customer service and after researching they stated that my account was blocked due to the 2 returned payments and " due to federal regulations, they have to wait 20 business days for the most recent payment ( XXXX ) to finish processing '' prior to me being able to use the card again- which would be XXXX. 

My issue is three fold : the company admitted a tech error on the manual payment that I made from the being incorrectly debited from the wrong bank account. And further, that my card was blocked for 30 days without notifying me. Reasons for which, were the fault of Nordstrom Card Services. Lastly- the " supervisor '' I spoke with on XX/XX/XXXX claimed that she could go back and listen to the original phone calls ; yet claimed there is no tech team that could have been consulted and I was incorrectly advised. I find it impossible to believe that a financial services firm such as TD Bank doesn't have tech team to consult about payment processing errors. The general negligence of the company without accountability for their errors is unacceptable. 

If this issue can not be resolved, I would like to close my account.

Company response to consumer: Closed with monetary relief