Consumer complaint received 2021-08-04
Company: TD BANK US HOLDING COMPANY
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
See attached for more. 

On XX/XX/XXXX, I purchased a phone through XXXX financing provided by TD Bank. It was 24 months interest free financing starting in XXXX and it should have ended by XXXX, but didnt ( attachment A ) From XXXX XXXX thru XX/XX/XXXX I made every payment using auto pay. 
In XX/XX/XXXX, I saw charges charge from TD Bank that were clearly beyond the 24mo window of the TD Bank/XXXX  financing. I also saw there was a balance due going into XXXX ( 26mo of the 24 month financing! ) ( Attachment F, G & H ) Upon seeing that charges that should not be there, I contacted the bank on XX/XX/XXXX o TD bank replied that they will send me the statements via mail. 
o The statements were never received ( Attachment B ) I cancelled the automatic payment as it appeared they would continue taking money without explanation. There was {$2.00} balance due, though I didnt realize that at the time because their statement system was unreliable and confusing I just saw that money was mysteriously coming out of my account through automatic payments On XX/XX/XXXX, I checked back in on why I hadnt received any documents. Having not received any explanation from TD bank, I again submitted a request via their message system o TD Bank replied they will mail statements and they further acknowledge their system is slow, making it a herculean effort to learn anything. ( Attachment C ) On XX/XX/XXXX, Going beyond their online message tool and slow system, I went further and called TD Bank. I spoke to customer support for 42 minutes ( Attachment D ). 
o I asked them to explain the charges and their explanation boiled down to, It says you owe money so you must owe money. The agent did say she would send me the documents as well and made sure my address info was up to date to ensure it was actually received. 
o Once again, the documents were not received After XXXX, they started tacking on late fees. They could not explain or show why I owed the original balance, nor did they provide any information that was requested, but they were diligent in racking up late fees In XXXX, I again spoke to customer support for 84 minutes in hopes of solving this. The first agent was understanding but referred me to a manager.

o The manager was also unable to figure out why I had charges, and saw that I had been trying to resolve this since XXXX. However, she could not waive the late fees but told me her manager could. She then said she would transfer me to her manager. 
o Of course, after a few minutes on hold I was hung up on or they disconnected. 
o I had hoped they would call me back or contact me some other way, but they did not In XXXX I spoke to an agent that called me and they were going to transfer me to a manager, but instead they hung up on me once again o I immediately called back and when I pressed the option to speak to an agent, it immediately disconnected. I repeated this several times and each time I was automatically disconnected Sometime in XXXX they submitted my claim to collections Bottom line : I have made repeated efforts to get an explanation of charges that came during and after XX/XX/XXXX when the financing should have ended. I have tried to use their automated system that even they admit barely works, I have tried to use their message system and never received documents they said they would send, and I have spent over 2.5 hours speaking to their agents only to be hung up on over and over. Call recordings will show I was not rude frustrated, but not rude or taking it out on their agent. They just hung up because they didnt want me talking to managers or their system does not work. With all of that, no agent or system has provided an explanation.

Company response to consumer: Closed with monetary relief