Consumer complaint received 2017-08-18
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
As I do with all my bills and credit cards ; therefore, I am experienced at setting up ACH payments. I set up a ACH bank payment to pay the XXXX XXXX XXXX XXXX credit card several days before a payment of {$51.00} was due on XX/XX/XXXX. I scheduled payment in full to happen on the due date of XX/XX/XXXX. On payment date through XX/XX/XXXX I received no notice in any form from XXXX of payment or nonpayment. On XX/XX/XXXX, I went on my bank 's website and noticed that no ACH debit took place for XXXX and I called XXXX XXXX XXXX to find out what happened. Instead of taking payment or receivng cooperation, I got a rude and indifferent telephone customer service representative who could not offer any help, only telling me that the ACH payment failure was my fault and that I did not qualify at the time the credit card was opened for an in-house program that allows refund of the Returned payment fee ; therefore, I now had to pay a {$27.00} Returned payment fee, plus {$1.00} in interest charge. I asked to speak to a supervisor, he did not offer any remedy and said if I disagree the only method to address the matter was to write a letter to XXXX in XXXX and mail it. I find writing a letter and waiting for a reply very archaic in this age of internet and credit card websites and is a set up for unnecessary delay and credit card company stonewalling. Sadly, I was right. To date, I am very disappointed in XXXX 's slow response. I did write a letter dated XX/XX/XXXX requesting that XXXX  cancel and credit me for the usury-level and excessively high {$27.00} fee ( more than 50 % of the balance due ), plus the {$1.00} in interest. In the same letter, I asked for a hardship waiver since my mother a part of my immediate family is with XXXX XXXX XXXX XXXX and has caused significant medical cost financial burden to me. I received a reply by mail on XX/XX/XXXX dated XX/XX/XXXX not allowing reversal of the returned payment fee and that " the payment was n't due to an error that XXXX could 've [ sic ] prevented ''. Nothing was made of the hardship waiver request. Prior to receiving the long overdue reply letter I did take the initiative to call XXXX XXXX XXXX again and only got the indifferent response of not to expect much in the letter in the mail. I did ask, if such was the case, to ask for a reconsideration. Such triggered a second XXXX letter dated XX/XX/XXXX and received today XX/XX/XXXX and it used the same language as the first XXXX letter of XX/XX/XXXX rejecting my requests. Calling XXXX just results in unempowered and unhelpful customer service representatives, writing to XXXX caused delays, insensitivity and stonewalling. I did not set up an ACH payment to fail, that is absurd. I want an end to XXXX 's delays that equates to fees that XXXX now wants to charge me. I want XXXX to assign a real human being to resolving my matter, see my XX/XX/XXXX letter, see its sincerity and reversal all fees, interest, and clear my credit, all caused by XXXX  's undue and unfair delays in responding and inability to resolve. I have from the beginning offered to pay the {$51.00} bill and am still willing to do it, just only if XXXX set up its customer service and/or Website allowed me to do so, neither offer me this option, thus I am stalled at getting to a resolution, as is!

Company response to consumer: Closed with monetary relief