Consumer complaint received 2019-10-20
Company: TD BANK US HOLDING COMPANY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On or about XX/XX/2019, a payment I had made to my TD Cash Back Credit Card with account number ending in XXXX issued by TD Bank , N.A . ( the " TD Credit Card '' ) in the amount of {$7700.00} was posted on the TD Credit Card online statement. 

On or about XX/XX/2019, a payment I had made to my TD Credit Card in the amount of {$3000.00} was posted online. This was made as a result of an recurring automatic payment I had previously set up with my TD Credit Card.

These two payments resulted in an credit balance on my TD Credit Card in the amount of {$3100.00}. 

On or about XX/XX/2019, I called TD Credit Card Customer Service at their helpline XXXX ( " TD Customer Service '' ). I had noticed that I had a recurring automatic payment. I spoke to an agent at TD Customer Service and asked that TD stop the automatic payment. The agent advised me that since the payment was already being processed, it would be too late to cancel the payment. The agent advised me that TD would issue me a check to my mailing address on file with the credit balance of {$3100.00} ( the " Check '' ). 

On or about XX/XX/2019, I called TD Customer Service. I asked about the status of the Check. An agent advised me that it was the bank 's policy to wait 5 to 10 business days for my payment to be processed before the Check would be issued and mailed. 

On or about XX/XX/2019, I called about the same. An agent at TD Customer Service advised me of the same. 

On or about XX/XX/2019, I called about the same. An agent at TD Customer Service advised me that the Check was issued and in the mail. 

On or about XX/XX/2019, TD posted a " CREDIT BALANCE REFUND '' in the amount of {$3100.00} to my TD Credit Card, which I noticed when I accessed my online TD Credit Card statement through the online web portal. 

On or about XX/XX/2019, I called TD Customer Service and inquired about the status of the Check. An agent at TD Customer Service advised me that the Check was in the mail and that I would receive it shortly. 

On or about XX/XX/2019, I called about the same. An agent at TD Customer Service advised me that the Check should have already arrived. I informed the agent that the Check never arrived. The agent said that they would put a stop payment on the first Check and reissue a second check ( the " Second Check '' ) which they would again mail to the same mailing address that they had on file. I agreed to this. 

On or about XX/XX/2019, I called about the same. An agent at TD Customer Service advised me that the Second Check was in the mail. 

On or about XX/XX/2019, I called about the same. An agent at XXXX Customer Service advised me of the same. I expressed frustration that neither the first Check or the Second Check have ever arrived. The agent checked with her supervisor and advised me that the Second Check was in the mail and that it would arrive shortly. They informed me that the delay was due to re-issuing the Second Check. 

On or about XX/XX/2019, I called about the same. An agent reviewed my file and transferred me to her supervisor. The supervisor advised me that there was a delay in issuing the check due to a delay in the back office. It was not clear whether the supervisor was referring to the first Check or the Second Check. I informed the supervisor that I was very frustrated that TD Bank has been promising me a check for two months now, without anything to show for it. I asked if the supervisor could call me when the check would be issued. The supervisor agreed to issue a callback to my phone number on file. The supervisor said it would take 2 to 3 business days for the back office to process the check.

I informed the agent that I would be filing a complaint with the Consumer Financial Protection Bureau. The supervisor indicated they understood me. 

As of XX/XX/2019, I still have not received my credit balance of {$3100.00} after more than two months of many communications with TD Bank.

Company response to consumer: Closed with non-monetary relief