Consumer complaint received 2018-10-29
Company: TD BANK US HOLDING COMPANY
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XX/XX/XXXX XXXX County Government XXXX County Department of Cable and Consumer Services Consumer Affairs Branch Consumer Complaint To the Office of XXXX County Consumer Affairs Complaint against XXXX XXXX XXXX XXXX In XX/XX/XXXX, my bank account at XXXX XXXX XXXX XXXX was hacked and about {$4000.00} was taken out of my checking account in the repeated incremental funds in the amount of {$99.00} several hundred times. The hacker also got access to my saving accounts and transferred funds from the two saving account in to the checking account and then withdrew money. 

As soon as I found out, I immediately changed my password and rushed to XXXX XXXX XXXX and reported the hacking. 

XXXX XXXX XXXX immediately closed my account, which I had since XX/XX/XXXX ( for 20 years ) and reissued a brand new account for me. This of course has immediate effect on my online payment activities, such as my mortgage payments to XXXX XXXX, my car payments to XXXX XXXX, XXXX XXXX credit card payments, XXXX XXXX Visa card, XXXX XXXX premium payments and many others, including XXXX on line payments. 

At the date mentioned above I received a letter from XXXX  saying that since I have not used my XXXX XXXX XXXX for many months past, the account will be closed due to inactivity. So I went to XXXX and purchased something I needed and spent about {$55.00}. 

Meanwhile when XXXX XXXX XXXX issued me a new account, the teller made a mistake and instead of writing ( 1 ) at the beginning of my checking account, he entered ( 0 ) and this caused my payments described above to be returned. However, I called XXXX XXXX, XXXX XXXX Visa, XXXX XXXX Credit Card, XXXX, XXXX and tried to fix the issue. I am also receiving social security payments and had top contact them too. 

XXXX XXXX Visa and XXXX XXXX too had returned checks due the problems I have mentioned above. 

As for XXXX Credit Card, I usually made my payments at my local XXXX XXXX Customer Service . So in XX/XX/XXXX I made a payment of {$25.00} toward the {$55.00} which I have charged using the XXXX card and {$34.00} and some cents were left over. I then made an attempt to pay the remainder using my online XXXX account and a few days later when I checked, there was a {$27.00} returned fee charged against me. I immediately went to my XXXX Store at XXXX XXXX and paid the remaining funds due to XXXX. I then called wrote a note to XXXX  Card Services and explained to them what had transpired and to please rescind the returned check fee. 
They wrote back that in order to do that, my bank, namely XXXX XXXX XXXX needs to write a letter explaining the situation with my account. XXXX XXXX XXXX wrote a letter and stated that it was not Mr. XXXX XXXX fault, the bank had to close the old account and issue a new one and in the process the teller made a mistake and one number in front of the checking was given incorrectly and tpp please rescind the {$27.00} returned check fee. 

I sent the letter top XXXX Credit Card payment center. 

I waited a few days and checked my account and the {$27.00} returned check fee was still there. So I called XXXX XXXX XXXX Customer Service and after several attempts was able to talk to an agent. 

The agent heard my story and he said that he is sorry to hear about my plight and that he will make note of it and pass it on to appropriate people and he also told me that since I am disputing the charges, I dont need to pay the {$27.00} because I have filed a dispute. This was XX/XX/XXXX. 

A week later I received a statement from XXXX through the mail, and the {$27.00} fee was now due. 

From here on I wrote several notes to XXXX Card Services and they responded without addressing the real issue. Again I made several attempts to call and finally was ab le to connect with an agent who after listening to my story, transferred me to collections and there I repeated my story and he in turn transferred me to another number which was a dead-end, because it kept on asking me, If you know the four digit the number of the person you calling, enter it now Then last week I received a new statement from XXXX XXXX XXXX and this time they have added {$28.00} fee on top of the old {$27.00} and now they are demanding {$55.00} I am very upset and angry and wrote to XXXX XXXX XXXX to close my account and then I shredded their card. I will never patronize XXXX for as long as I live and I have instructed my family members to cease purchasing anything from XXXX. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Below is an account of my correspondence with XXXX  up to this date. 
I talked to a card service member last week to settle this returned check fee for a payment I have made online. The payment was returned by my bank because they were forced to closed my account which I had for over twenty years and issued me a new one, however, they made a mistake in giving me my new account and the first digit was supposed to be 1, but by mistake they gave meO as the first digit or something like that. 
I notified the XXXX XXXX and this is what I wrote and their reply : XX/XX/XXXX XXXX XXXX   XXXX Current Account Information Questions XX/XX/XXXX XXXX Card Services Current Account Information Questions XX/XX/XXXX XXXX XXXX XXXX Statement Questions XX/XX/XXXX XXXX XXXX XXXX Statement Questions XX/XX/XXXX XXXX XXXX   XXXX Statement Questions XX/XX/XXXX XXXX XXXX XXXX Statement Questions XX/XX/XXXX XXXX XXXX XXXX Current Account Information Questions XX/XX/XXXX XXXX XXXX XXXX Current Account Information Questions XX/XX/XXXX XXXX XXXX  XXXX Current Account Information Questions XX/XX/XXXX XXXX  XXXX XXXX Current Account Information Questions XX/XX/XXXX XXXX XXXX XXXX Current Account Information Questions It seems like my account is out of sink. I made payments but I see two fees added when my account should be XXXX. I have had my bank account at XXXX XXXX XXXX was hacked and large amount of money was taken out. The bank closed my old account and opened a new one. It could be that they were cautious and retuned my payment? 

In any case I do not agree with the two charges for {$27.00} and {$32.00}. Please void those two.

Hi XXXX, We understand your concern regarding your account. 

Your bank returned the recent {$32.00} payment because the account couldn't be located. Your XXXX account was charged a fee due to this returned payment. 

We're unable to remove the returned-payment fee from your account. We understand that this may not be the outcome you were looking for, but we hope you understand that we must remain consistent with our credit policies in fairness to all our accountholders.

If you wish to dispute the returned payment on your account, please include written verification from your bank to request the returned check fee to be removed. Also, include your XXXX Account Identification Number, which can be found at the top of the Account Summary page of Manage My XXXX, on all correspondence. Please send this information to : XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, MN XXXX If approved, you'll see a credit for the returned check fee on your next statement once verification has been received from your bank. 

Thanks for contacting us! 
I have obtained a letter from my bank, XXXX XXXX XXXX which stated that my bank account was hacked and large amount of money taken out and they had to close my old account which I had since XX/XX/XXXX. In the process I made attempts to pay for my XXXX card charges online and it was returned and I was charges {$27.00}. I have disputed that charge in writing to XXXX XXXX XXXX and you wrote back to say that you needed verification from my bank, which I have sent to you, but I still see the {$27.00} charge still in place with a due date of XX/XX/XXXX. If you are not willing to rescind the charge, I will be forced to cancel my XXXX  XXXX XXXX. 

Sincerely, XXXX XXXX XXXX, servicer to TD Bank XXXX, XXXX. 
Hi XXXX, We're sorry for any disappointment with your return payment dispute and to hear that you may want to close your account. 

For the best help with your dispute, please call us at ( XXXX ) XXXX to speak with a Payment Dispute Representative. They're available Monday through Friday, XXXX XXXX. - XXXX XXXX. ( Central time ) They'll be able to provide a fax number for your document. 

We want you to know that once your account is closed, they can't be reopened. If you wish to proceed with closing your account or have additional questions, please give XXXX XXXX XXXX a call at ( XXXX ) XXXX. We're available 24 hours a day, 7 days a week. 

Your enrollment in Manage My XXXX stays active until you cancel it. When you're ready to cancel your online enrollment, here 's how : -Under Settings, select 'Disable Access ' -Enter your password and then click on 'Disable Access ' Thanks for writing! 

Sincerely, XXXX XXXX XXXX, servicer to XXXX XXXX XXXX, XXXX. 

What kind of catch 22 is this. I did not say that I want to close my account with XXXX. Reread my previous message and answer me for what I have asked for. Am I dealing with Robots here? 
Hi XXXX, We're sorry for your disappointment with the service experienced. 

We know you count on receiving friendly and helpful service from us, and we regret that this wasn't your experience with us. We'll be sure to keep your comments in mind as we work toward making the XXXX  experience better for every guest. 

In regards to your concern, we see that you gave us a call today, inquiring about the letter that you sent us. At this time, we dont have any additional updates as far as the letter or returned payment fee. 

We appreciate you bringing this matter to our attention. You're a valued guest, and we hope you'll consider shopping at XXXX again. 

Thanks for writing to us. 

Sincerely, XXXX XXXX XXXX, servicer to XXXX XXXX XXXX, XXXX. 
I talked to a card service member last week to settle this returned check fee for a payment I have made online. The payment was returned by my bank because they were forced to closed my account which I had for over twenty years and issued me a new one, however, they made a mistake in giving me my new account and the first digit was supposed to be 1, but by mistake they gave meO as the first digit or something like that. 
I notified the XXXX XXXX and this is what I wrote and their reply : Account Identification Number : XXXX From : XXXX XXXX  XXXX To : XXXX XXXX XXXX Date : XX/XX/XXXX Subject : Current Account Information Questions It seems like my account is out of sink. I made payments but I see two fees added when my account should be XXXX. I have had my bank account at XXXX XXXX XXXX was hacked and large amount of money was taken out. The bank closed my old account and opened a new one. It could be that they were cautious and retuned my payment? 
You wrote back : Hi XXXX, We understand your concern regarding your account. 

Your bank returned the recent {$32.00} payment because the account couldn't be located. Your XXXX account was charged a fee due to this returned payment. 

We're unable to remove the returned-payment fee from your account. We understand that this may not be the outcome you were looking for, but we hope you understand that we must remain consistent with our credit policies in fairness to all our accountholders. 
If you wish to dispute the returned payment on your account, please include written verification from your bank to request the returned check fee to be removed. Also, include your XXXX Account Identification Number, which can be found at the top of the Account Summary page of Manage My XXXX, on all correspondence. Please send this information to : If approved, you'll see a credit for the returned check fee on your next statement once verification has been received from your bank. Thanks for contacting us! 

I then obtained a letter from my bank addressing the above and sent it to XXXX Bill Payment Center. After a few days, the fee charge for {$27.00} was still listed as due. I then called the XXXX XXXX  services and was told that the issue will be taken care of and {$27.00} will be rescinded. And now today I have been slapped with another {$28.00} and now XXXX demands that I have to pay {$55.00}. 
At this point I am frustrated and your two numbers listed XXXX For Account Management Questions XXXX For General Credit Questions -- -- -- do not provide for to be able to talk to a live person. If this trend continues, I will cease my relationship with XXXX permanently and will never shop at XXXX  and I will prevent my family and friends from visiting XXXX. This level of incompetence can not be tolerated. 
Hi XXXX, We're sorry for your disappointment with the service you experienced. 

We know you count on receiving friendly and helpful service from us, and we regret that this wasn't your experience with us. We'll be sure to keep your comments in mind as we work toward making the XXXX experience better for every guest. 

Unfortunately, we're not able to help you with this through online messaging. If you'd like to speak to a representative regarding this issue, please give us a call at ( XXXX ) XXXX. Our normal business hours are : Mon - Thu, XXXX - XXXX ; Fri, XXXX - XXXX ; Sat, XXXX - XXXX ; Sun, closed. All times Central. We're closed on some holidays. 

Thanks for writing. 

Sincerely, XXXX XXXX XXXX, servicer to XXXX XXXX XXXX, XXXX. 

The number you provided is no good to me. ( XXXX ) XXXX. It provides four options and no access to live customer service. I now have no choice but to report this entire episode to XXXX County Government-Office of Consumer Affairs and to our local TV Channel XXXX on your side Program. Enough is enough. 
Hi XXXX, We're sorry for your disappointment with the service experienced. 

We know you count on receiving helpful service from us, and we regret that this wasn't your experience with us. We'll be sure to keep your comments in mind as we work toward making the XXXX experience better for every guest. 

After reviewing your account, we found that we've already opened a dispute case for you. 

We're not able to help you with this through online messaging, for the best help with your payment dispute, please call us at ( XXXX ) XXXX to speak to our Dispute Resolution team. They're available Monday through Friday, XXXX XXXX - XXXX XXXX ( Central time ) When you're asked for your account number, you can press #, #, # to speak to a representative. 

Looking forward to your call! 
I have no choice but to take legal action in this matter. I did not get anywhere with the number provided. It is just dead end. And please cancel my card ASAP. I and my family will never patronize XXXX ever again. I have just tore up my XXXX card # XXXX XXXX XXXX XXXX. 

Your incompetence is astounding. 


Here is a sample of the letter XXXX XXXX XXXX sent me without charging me a fee for a returned check A payment was returned unpaid Please make a replacement payment right away Hi, XXXX. A recent payment of {$100.00} on your XXXX Anywhere Visa account was returned unpaid by XXXX XXXX. 


What happened and whats next? 

The payment couldnt be processed with the account and routing information provided. Delete the payment account, re-enter the account and routing number and try making a replacement payment. You can quickly and easily manage your payment accounts and make a replacement payment in the XXXX Mobile App or XXXX   Online. The payment will be credited same-day. 

Please contact XXXX XXXX directly for any further questions or clarifications about this returned payment.

Company response to consumer: Closed with explanation