Consumer complaint received 2023-09-21
Company: TD BANK US HOLDING COMPANY
State: CA
Product: Credit card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/XXXX I changed my autopay bank account number online with Target Credit Card. My autopay is set to pay the balance in full each month ; and the due date is on the XXXX of each month for the previous months balance. My XXXX statement had a balance due of {$11.00}. After submitting my new bank account number, I received a confirmation on my online account stated the following : This message was generated to notify you that the event Add/Update Payment Account occurred on your account XX/XX/XXXX I received an email informing me that my XXXX balance for {$11.00} was returned unpaid XX/XX/XXXX I telephoned Target Customer Service to find out why it happened since I had sufficient funds in my account to pay for that. I told the rep that my account is set up for autopay and I paid the balance in full each month. However, I changed my bank account number online on XXXX, maybe Target didnt get it set up yet. He told me not to worry, just pay a {$1.00} late fee and XXXX take care of the rest. Even though it was unreasonable to be charged a late fee but I accepted to pay {$12.00} to settle the account. 

XX/XX/XXXX After talking with the rep, I went back to my Target account online to make sure that my new bank account number had been updated ; and it was. 

XX/XX/XXXX I received another email from Target stating again that my payment was returned and my account was past due. I was confused as I paid off the balance off on XX/XX/XXXX and did not make anymore purchases since. Targets May statement showed a previous balance of {$11.00} plus Fees charge of {$13.00} total balance due of {$23.00}. So I checked my bank account and realized that Target did not withdraw the {$11.00} from my account on due date, neither did the rep took care of the payment. 

XX/XX/XXXX I telephoned Target again and talked with XXXX, transferred to the supervisor, XXXX. I explained again that I changed my bank account number on XXXX and my account was set up to pay balance in full each month. I really should not have any past due balance or late charges as I had sufficient funds in my account. However, supervisor XXXX was rude and would not listen to reason, insisted that my payment was returned by my bank unpaid therefore, I must pay the {$23.00}. I told her that I wanted to dispute that charge. XXXX told me I needed to submit a letter to Target Head Quarter in XXXX to file my dispute. 

XX/XX/XXXX I sent a letter to Target Credit Services informing them that I change my autopay bank account info and had sufficient funds in my account to pay the balance of $ XXXX XX/XX/XXXX. However, I kept getting letters telling me my payment was returned and kept charging me fees/charges that doubled the amount due. 

XX/XX/XXXX I received a letter from Target that was forwarded to me by the resident at my old address even though on my current address has been listed for years. I did not keep that letter from Target declining my dispute. 

XX/XX/XXXX Received XXXX XXXX from Target, the amount due doubled again to {$48.00} ( {$23.00} plus {$24.00} fees charges ) XX/XX/XXXX Telephoned Target to dispute the charges. Talked to XXXX XXXX, XXXX, XXXX, then finally transferred to supervisor XXXX. I explained everything again from the XXXX statement of {$11.00} that got returned unpaid when I had more than enough to cover that in my account. She took the time to check and found that Target continued to draw funds from my closed account that was why the payments were returned. I told her, my old account was closed but I updated my autopay account on XXXX with a new account number. XXXX needed me to get my bank, XXXX, to write a letter to Target to verify that my account was active on XX/XX/XXXX and my account had sufficient funds to pay {$11.00} and the account remains active. I contacted XXXX to request the letter stating the above. XXXX responded that they do not write such a letter but using my bank statements should suffice their purposes. 

XX/XX/XXXX I wrote a letter to Target informing them that XXXX would not write the letter. I submitted my XXXX XXXX statement, showing my account was active and had sufficient funds to pay the {$11.00} on XX/XX/XXXX. 



XX/XX/XXXX Target sent another letter declining my dispute stating : You documentation we received from you on XX/XX/XXXX was not sufficient and did not indicate a letter from your banking institution stating that your checking account was open and active, and had enough funds to cover the payment in the amount of {$11.00}. 

The XXXX XXXX period XX/XX/XXXX - XX/XX/XXXX had a beginning balance of XXXX, ending balance of {$1500.00}. On XX/XX/XXXX, the balance was {$3400.00}, XX/XX/XXXX the balance was {$3300.00},, XX/XX/XXXX, the balance was {$3300.00}. Any reasonable person looking at that statement would know that the account was open and active and there was enough funds to pay the amount of {$11.00}. But that was not good enough for Target! 

XX/XX/XXXX Telephoned Target again, first XXXX then transferred to supervisor XXXX. I requested XXXX to join in on a conference call with XXXX so that she can verified information concerning my account being open, active and had sufficient funds on XX/XX/XXXX to pay the {$11.00}. After XXXX personally got all the info from XXXX, I asked her to please be sure to note the conversation so that there is a record on file. That same afternoon, I received a voice message from another supervisor by the name of XXXX. The following is the phone transcription Hi this message is for XXXX this is XXXX a supervisor at target cards service and dispute just wanted to follow up on your payment disputes and advised that they are closed you will be receiving a letter in the mail if you have any further questions feel free to give us a call back at XXXX thank you and have a nice day It was not clear what she meant by my payment disputes are closed. So I called her back but could not reach her. I left a message for her to call me back to clarify what she meant by my disputes are closed. I didnt get a call back so I called her again, left another message but again no response.

Company response to consumer: Closed with monetary relief