Consumer complaint received 2017-07-27
Company: TD BANK US HOLDING COMPANY
State: NH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I have a checking account and credit card with TD bank. I use TD on line banking to review my balance, transactions, and credit card payment due amount. I 've never had late payments for the credit cards for years, until recently because TD on line banking reported an innaccurate payment due amount.
I suspected something was wrong about the amount due ( account balance was less than {$250.00} ) was stated as XXXX amount due in XXXX of 2017. I sent a payment of {$25.00} anyways, and sent a message to on line banking asking why the payment amount was XXXX. The reply I received some time later was to contact the credit card company department. There was no mention in the reply that the TD on line banking information about the credit card payment due was innacurate.
Two months went by. I am out of the country and did not incur the expense and time to call the credit card department. Therefore the TD ON LINE banking payment due amount was wrong the following two months also. But I gussed for a balance less than 250.00 that XXXX was n't right so I sent {$25.00} each month.
Turns out I gussed wrong and was short {$10.00} each month. I discovered this when I looked at my credit card transactions and saw a {$35.00} late payment fee for each of the previous 3 months.
I 've never had late payment problems before. This was caused by TD on line banking reporting an incorrect payment due amount. Customer service told me I needed to go to a different web page for accurate credit card payment info, not initially, but after I discovered the problem 3 months later.
I understand banks have different systems and departments. But customers would NOT expect the same bank with on line banking to report innacurate data because it is a different system on the back end. If they can not figure out how to look like 1 bank externally, they would be better off reporting no information than reporting innacurate information.
This is clearly a poor business practice, if not illegal.
On XXXX XXXX, 2017, I spoke with customer service which cost at least {$30.00} for the international call. I explained what happened.
I requested 3 things happen 1. ). Reverse all the late payment charges.
2. ). Restore my credit limit to the original amount 3. ). Reverse any negative credit bureau reporting if negative information was reported customer service handled reversing the late charges directly, but said " corporate '' had to address number 2 snd 3 above. They sent a messasge portraying the situation and my requests to corporate.
It is now XXXX XXXX, 2017. I 've called every month since and customer service said they have not heard back from corporate. This is totally unacceptable. Each of st least 5 phone calls cost {$30.00} each, and why must I call at all? Is n't over 4 months enough time to reverse the actions especially considering it is not my fault that the on line banking could not report accurate credit card payment due amounts to begin with? It is the same bank, TD BANK.
I believe this is bad practice or illegal and I am angry that my perfect credit record could be impacted by a shortage of {$10.00} a month for 3 months due to a bank bad practice.
What do I want?
1. ) I want assurance that any negative information to the credit bureau is reversed 2. ) I want my credit limit restored While I believe TD bank on line banking is responsible for the problem, therefore checking account department, I have been dealing with the credit card department to reverse the damage above that was caused.
the name on the credit card is XXXX XXXX XXXX Last 8 digits are XXXX XXXX Case number with customer service is XXXX Phone number I use is XXXX XXXX is the supervisor I spoke with on XXXX-XXXX-2017. Her extension is XXXX My phone number is XXXX I prefer email communication due to time zone difference at XXXX

Company response to consumer: Closed with non-monetary relief