Consumer complaint received 2020-12-31
Company: TD BANK US HOLDING COMPANY
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Upon escalating with TD Retail card services, I received a letter stating that they would credit the {$38.00} late fee but would not credit the second late fee of {$27.00} ( assessed because tge first late fee wasnt paid and shouldnt have ever been assessed ). This is an unfair consumer credit practice and should not be accepted. Please see details below that I provided to the company : On Tuesday, XXXX, I contacted TD Retail services and have documented the multitude of employees I spoke with beliw after being on hold for nearly 1.5 hours. I received a letter in the mail earlier that same day stating that my account was past due. I have not made any late payments to your company, as I have consistently made my required monthly payments on time opening a credit account with you earlier this year. I have a repeating payment set up in my XXXX XXXX online banking for {$190.00} each month to ensure my account is properly paid on time by the XXXX of the month. Upon talking with XXXX originally ( see contact attempt details below outlined from my XXXX calls ), he informed me that the XXXX, XXXX payment wasnt received until XX/XX/XXXX and hence, thats why the first late fee was assessed. I have evidence in my XXXX XXXX checking account ( see attached ) that my XXXX payment was delivered to you and posted to my checking account on time on XX/XX/XXXX. A late payment fee should not have been assessed to my account. Because I had no knowledge of this ( no phone calls or correspondence ), you then assessed another late fee in XXXX, XXXX because the late fee from XXXX wasnt paid. 

XXXX : Attempt # 1 : I contacted Online customer service and spoke with XXXX. Upon reviewing my account and me explaining my issue as outlined above, he explained he had to transfer me to XXXX in Customer Service. 
Attempt # 2 : I explained my issue again to XXXX and she, very kindly acknowledged my issue and told me that she would be willing to credit back one of the late fees that was assessed to my account. I have checked my account online as of this morning and see no credit whatsoever. Because she couldnt credit back the other late payment, she transferred me to a supervisor. 
Attempt # 3 : I was on hold for several minutes ( approx. 15-20 ) and when a manager finally answered, he disconnected the call upon beginning his introduction. 
Attempt # 4 : I called Customer Service XXXX XXXX XXXX again and spoke with XXXX where I had to explain my entire issue for a third time. She said she saw in the notes that one of my late fees was being credited back and explained that she would have to transfer me to a supervisor to further assist with getting the second late payment credited back. 
Attempt # 5 : I waited on hold for approximately 70 minutes to be connected with a supervisor. After close to 2 hours on the phone in an attempt to get this resolved, and finally had to disconnect to care for my children. This is completely unacceptable. 

I am thoroughly disappointed with the level of customer service that they have provided. With COVID-19, my family is financially strained. However, I have continued to make my payments on time to this company. These late fees should not have been assessed and I am again requesting that they both be removed from my account. My credit also should not be affected due to this being an error on their part. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX

Company response to consumer: Closed with monetary relief