Consumer complaint received 2021-08-13
Company: TD BANK US HOLDING COMPANY
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
On XX/XX/2021 I entered a Raymour & Flanigan store hoping to purchase a bed or mattress. I was offered a Raymour & Flanigan Visa card. I qualified and was told by the sales representative that I could arrange a particular due date once the card arrived. I also stated that although I had to provide a physical address initially, I had a PO Box that must be used. I explained that I was unable to receive mail at the physical address. She assured me that this also able to be done. My FIRST call to TD XXXX XXXX XXXX ( XXXX ) was to inform them that I had not received any correspondence and to confirm the PO Box . The SECOND call to XXXX was to arrange a due date that would allow me to pay successfully. They informed me that a different due date could not be accommodated and that I should " take it up with the store. '' I informed them that if I had known that I would have proceeded differently. I also stated that it was going to be impossible financially to make the first due date. The rep stated that I should just go online, schedule the following payment, and ask for the late charge to be removed. My THIRD call to XXXX occurred while I was online trying to navigate their system and attempt to schedule a minimum payment of {$120.00}, as indicated on the first bill. The system was very ambiguous and confusing. So much so, that the transaction was cxled twice ( which I have a printout of ). The representative kept assuring me that it was okay and I was scheduling a minimum payment of {$120.00} for XX/XX/XXXX. She also confirmed that I could call back on the XXXX and get the late fee removed. My FOURTH call to XXXX was on XX/XX/XXXX to request late fee removal. He informed me that the late fee was not going to be removed and that they had initiated a withdrawal to my account of {$270.00}. I informed him that I had authorized no such thing. He then told me, " there is nothing I can do. '' I asked to speak to a supervisor. She was repeating his statement. When I insisted that I wanted all previous communication evidence, she told me she would not cooperate with that and that I should " get a lawyer. '' I instructed her to close the account immediately. I then went to the store directly to inform them of the chain of events and made them aware that if the withdrawal went through, it would empty my account completely and I would be devoid of all monies. They attempted to speak to a XXXX representative, but had no different result. They took my number, a copy of the initial bill showing the minimum payment amount, and said someone would call me ( which never happened ). On the immediate following Monday ( XX/XX/XXXX ) I went to my bank. I met with the bank manager ( XXXX XXXX ). I related all events and we conference called XXXX. The sales representative gave all the details of the previous communications. It became clear to XXXX that what I had related was factual, accurate, and that XXXX never had any authorization to do what they did, nor should they have. The representative stated, " this is not my first phone call regarding due date issues etc. '' I told him maybe he should be working for a different employer with better morality. I instructed the representative to delete all my online account information ( which he stated that he did ). XXXX proceeded to submit her own complaint to TD Bank and put stops on my account.

Company response to consumer: Closed with explanation