Consumer complaint received 2016-10-13
Company: TD BANK US HOLDING COMPANY
State: IL
Product: Credit card
Issue: Billing disputes

Complaint:
I have a Target credit card issued by TD Bank. I have always paid this and all of my other credit cards in full and on time. I receive my bills by e-delivery, meaning I do not get a paper statement and must sign in to my account to see my balance and transactions. At the beginning of this year, Target was having technical problems with its website. Every time I attempted to log in, I received an error message saying that there was a handshake error. Therefore, I had no idea what, if anything, I owed on my Target credit card. I had contacted Target via email to notify them that I was having problems accessing my account. 
I had attempted to reach the site via an XXXX XXXX browser on a desktop, a laptop and a mobile phone ; as well as a chrome browser on a desktop and a safari browser on my XXXX. None of the browsers were able to access the website, all were getting the handshake error. 
Each time I called the customer service center, there was an extremely long hold time and I was unable to wait to speak to a customer representative. Since I had automatic payments set up, I was n't concerned about my payment being late. 
When I finally did speak to a representative over the phone, I was told that due to a problem with my bank account, my automatic payment was returned and my account was past due. I immediately made a payment over the phone. The total amount that past due on my card was {$16.00}, and TD Bank added a returned payment fee of XXXX plus {$1.00} interest for a total amount paid over-the-phone on XXXX XXXX, 2016 of {$34.00}. I did n't realize that the automatic payment had n't processed until that very day. The representative told me that the website issues were a known problem and they were working on it. 
I later discovered that Target had reported my account payment as late to the credit reporting agencies. I immediately wrote a dispute and contacted TD Bank to ask them to correct the report because I had no way to view my statement or pay my bill since online access was unavailable. They suggested that I could have paid in store, but 1 ) I did not know in store payments were possible since I had always paid my bill online ; 2 ) I did not know that my automatic payment had n't processed ; and 3 ) I did n't know the amount due on my bill since I could not access my statement. They said they would pass my request along. 
It has been several months and my credit report still indicates that I paid my Target bill late even though it was due to circumstances that were outside my control. I recently received a letter from TD Bank indicating that they believe the report of a late payment was appropriate. However, the XXXX XXXX XXXX XXXX requires that TD Bank provide a statement listing my charges, the amount due and the date due. Since their website was down for several weeks and I was not able to access the e-statement ( and a paper statement was not sent ) they did not fulfill this requirement. 
I am XXXX of the Target customers who was notified that my personal information was accessed in the recent breach of security. So this is another way that Target/TD Bank did not fulfill their commitments to me as a customer. Despite that, they have negatively impacted my credit score for circumstances that were totally within their control to correct by fixing the website access problems. Notably, the website now works, so it was clearly not a problem on my end. 
I would like Target to amend their credit report filing to show that my account has always been in good standing. Please contact me a.s.a.p. with any questions.

Company response to consumer: Closed with explanation