Consumer complaint received 2016-11-02
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Credit card
Issue: Other

Complaint:
XXXX XXXX 2016 : Yard card 's phone system was down in XXXX. On XXXX XXXX, 2016 I called to make my payment, as I always do and have for the last two years. I was unable to make XXXX 's payment on time. I called three separate times once at XXXX, another at XXXX and finally at XXXX, as Yard Card makes you pay by XXXX or you are late. I was unable to complete any payment that day. As I kept getting the same automated message that " my request could not be completed at this time. '' I called several times on XXXX XXXX starting at XXXX, and XXXX and finally was able to get through at XXXX to make the payment, I made the payment and was given the confirmation code XXXX. I knew they were going to charge me the {$39.00} fee initially but figured since the problem was theirs that it would not be an issue getting the fee reversed. I called and spoke with a woman who admitted that she knew the system was down and I was told a fee reversal " request '' would be issued and if accepted it would reflect on my next bill but I would still have to pay it before it could be reversed. STRANGE. I usually make my payments with the automated phone system but because of the issue with the XXXX payment I decided to speak with a representative for XXXX. 

XXXX XXXX, 2016 : I called to speak with a representative to inquire about the removal of the XXXX late fee and to go ahead and make XXXX 's payment. I got XXXX. I made the payment by giving the representative my routing number and my account number. The representative repeated it and said the payment was submitted and gave me a confirmation number of XXXX Several days passed and I realized that the monies were not being debited from my account in a timely manner. I then on XXXX/XXXX/16 received a letter that said that the payment that I gave had been rejected. I called to ask why, they said that I provided them an account number that was invalid. I asked what account number that would be and the person stated that the account ended in XXXX. I did have an account that ended in those four digits, however at the time I had n't had that account in over a year. If asked there would be no possible way I would be able to rattle off that account number by memory. I told the person on the phone that the representative must have decided to just use an account that was stored in the system, not my current one. ( I have attached proof of how long I have had this current account and that I have always maintained enough money to cover yard card at any given point. ) The representative stated that is most likely what occurred and assured me that it would be taken care of and that any fees associated with this or last months issue would be taken care of. I then authorized that representative to go ahead and make the payment again. I gave my account number and my routing number verbally, she repeated it to me and I confirmed it. She said she submitted the payment and I was given XXXX as my confirmation number. She said that I would be received a call about the issues and to give it at least 24-48 hours to hear from Yard Card/TD Bank. This payment was also rejected. No one has a reason as to why or how and could only tell me that they would have to " go pull the phone call '' to determine what happened, I told them I would wait. Moments later they came back and said that they would resubmit and take care of the issues which included another NSF/Invalid account charge. ( I had to shorten my complaint to fit your system ) The same thing happened in XXXX. Once all the fees were removed I was satisfied until I saw that they reported my account 60-89 days late on my credit report. I was shocked. I need it removed. It made my score go down XXXX points and it not accurate. I am asking resolution before I take further action.

Company response to consumer: Closed with monetary relief