Consumer complaint received 2015-08-04
Company: TD BANK US HOLDING COMPANY
State: ME
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
On XXXX XXXX, 2015 I received a letter from Target REDcard that they had cancelled my auto-pay as requested. I had NOT requested this, so I called them up to see what had happened. The first person ( of XXXX I spoke with ) insisted I had done that, until she actually took a moment to look deeper and saw that THEY had cancelled it as my payment had been returned by my bank, saying 'account closed '. I logged on to my Redcard account while we were on the phone to check and make sure my bank account was listed correctly ( I had had all of my account numbers stolen in XXXX, and had closed my bank account and opened a new XXXX ) ; it was, and was clearly selected as the default account ( box checked, and bold red font ). I then asked why they had taken the payment from the other account, and she INSISTED that the only account listed was the old, closed XXXX. I said 'I 'm looking at it right now ', yet she refused to acknowledge that there was another account. I asked to speak to someone else. I had to tell the story all over again and got the same response. I kept insisting, and finally he said, oh yes, I see the other account, but it is not your Redcard autopay account. I logged back in, checked my auto-pay screen, and saw that the default ( correct ) account was autofilled in the box for " Bank Account '', with words beneath it to the effect of 'the account number above will be used to make any payments '. I told him that, and he said that was not true, that my closed account was linked to autopay. I kept telling him what I was looking at, and he finally said ( paraphrasing ) : 'autopay is like a contract, and the contract is associated with a specific bank account, and if you change that account, you 're changing the contract, so you must cancel the existing contract and create a new contract with the new account '. I said something like WHAT ARE YOU TALKING ABOUT??? And, where does it say any of that at the website? I said again that AT THE AUTOPAY site, the correct account was in the 'pay from account ' box, yet he was adamant that that was NOT the case, and that I was wrong. I finally said, ok, I 'll just pay it, but can I get the return check fee credited since it was n't my fault, and he said, no, it was your fault. Then, I said, ok, I 'll pay all but the {$26.00} now, and he got very annoyed and rude, and I finally asked to speak to someone else. The XXXX person was the rudest. Since my payment was 12 days late as a result of this, all she wanted to do was collect my payment. I told the story again, and she kept interrupting me to ask about collecting my payment. I tried to explain about the XXXX account, and she ( like the XXXX person ) said she could n't see the account, that in fact it was n't there, and when I told her that the guy before her could see it and that we had discussed it, she said, I do n't think so, because there are no notes in the file to that affect. She kept interrupting me, saying, 'the last process was on XXXX XXXX ( or thereabouts ) and the payment was returned as the bank account was closed ', and finally every time I tried to speak she repeated that. I asked for HER supervisor, and she said nobody else was there, and I finally said I would call back the next day. I have been communicating with REDcard customer service online since then, and they are just as adamant that I was wrong, and they will not credit the fee under any circumstances. I have NEVER felt so insulted and demeaned by a group of CSRs in my entire life. I have never been made to feel so WRONG. They ( REDcard online CS ) can see my XXXX account, yet they insist that I should have done the whole close autopay and reopen, and the fact that I see the current account in the box means nothing. I keep asking how I should have known that and they had no answer for that. Not even an attempt at an answer. I can provide screenshots documenting all of this.

Company response to consumer: Closed with monetary relief