Consumer complaint received 2017-06-03
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Concern regarding location to send payments for XXXX Cashback XXXX Signature Credit Card. <P/>- X/XX/2017 : XXXX Cashback XXXX Signature credit card statement made available. Indicates my payment ( {$74.00} ) is due on XXXX XXXX 2017. The statement provides two addresses for XXXX : CREDIT CARD SERVICING, XXXX XXXX XXXX, XXXX, GA XXXX and CREDIT CARD SERVICING, XXXX XXXX XXXX, XXXX, ME XXXX. The statement does not indicate to which address the payment should be made. The statement references the GA address a number of times for billing inquiries and concerns. <P/>- X/XX/2017 : Scheduled payment ( paper check mailed ) from my checking account to pay the Ally Cashback XXXX Signature statement ( the total balance, {$74.00} ). My checking account mails the check in advance so that it arrives to the designated office on the scheduled date ( X/XX/17 ). <P/>- X/XX/2017 : {$25.00} late payment fee charged to my XXXX Cashback account. <P/>- X/XX/2017 : {$0.00} interest charge fee and {$1.00} interest charge-purchases charged to my XXXX Cashback account. <P/>- X/XX/2017 : Payment ( {$130.00} ) received by XXXX Cashback and credited to the account. <P/>- X/XX/2017 : Contacted bank with checking account and found out that my payment was being sent to the wrong XXXX Cashback address. I was having payment sent to the GA address, and it should be sent to the ME address ( this was found out over the phone between my bank account representative, me and the XXXX Cashback representative ). I sent a message to XXXX Cashback to explain the error, and that it is unclear on their billing statements which office the payments should be sent to. They marked my message as 'completed ' and added the memo 'We have waived the fee as a one-time courtesy because of your good customer standing. ' - The following account changes were made after X/XX/2017 but dated for their original charge date on my account : -- X/XX/2017 : late payment fee credit of {$25.00} -- X/XX/2017 : purchase interest credit of {$0.00} - X/XX/2017 : messaged XXXX Cashback because still did not receive the {$1.00} credit for the interest charge-purchases. Also mentioned that I would be happy to bring this to the attention of CFPB. Message was marked 'completed ', however no action was taken with my account and no credit was issued. <P/>- X/XX/2017 : sent a follow-up message to XXXX Cashback because never received the {$1.00} credit for the interest charge-purchases. Message was marked 'completed '. <P/>- X/XX/2017 : {$1.00} interest charge-purchases was credited to my XXXX Cashback account. <P/>The " one-time courtesy '' to credit the fees and interest was appreciated, but, as of my X/XX/17 statement, XXXX Cashback has not made any updates to their billing statements as to where the payments should be made. I imagine this ambiguity has negatively affected other XXXX Cashback customers. Also, the follow-up necessary to get all of the refund credits for the original error is unacceptable. <P/>Thank you for your time and attention.

Company response to consumer: Closed with explanation