Consumer complaint received 2024-09-04
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: TD BANK US HOLDING COMPANY (CA)

I have experienced significant issues with my autopay system and customer support with [ TD Bank ( XXXX XXXX ]. These issues have resulted in late payment fees and derogatory marks on my credit, despite repeated attempts to resolve the matter. 

XXXX of Events : XX/XX/year> : XXXX AM : I called customer support, waiting for XXXX minutes and XXXX seconds before having to hang up for work. 
XXXX PM : I called again and waited for XXXX minutes and XXXX seconds without getting any response. 
XX/XX/year> : I called customer support again at XXXX PM and waited for XXXX hours and XXXX minutes with no answer. 
After my unsuccessful attempts to reach customer support, I resorted to contacting the company through social media, specifically posting on XXXX  ( formerly XXXX ) and providing screenshots of the inadequate service. This finally prompted someone from the company to call me back. 

During this call, the representative acknowledged the failure of my autopay system and the incorrect late fee charges. They assured me that these issues would be fixed and would not recur. They also promised to resolve a discrepancy in my statement balance. The statement initially reflected a {$XXXX} minimum payment, but I was instead required to pay {$XXXX}, despite the removal of a {$XXXX} late fee and the fact that I had made the previous months payment. 
XX/XX/year> : My autopay processed, but for only {$XXXX}, instead of the {$50.00} minimum payment as advertised by ( TD Bank ) XXXX XXXX on their website. This is the second month where the autopay system has malfunctioned. 
I suspect that the company may be intentionally mishandling payments, causing customers to incur late fees and suffer damage to their credit scores, in hopes that customers will not retaliate. 

Issues Encountered : Autopay Failure : The system continues to malfunction, causing multiple late payment charges. 

Customer Service Unresponsiveness : I have spent a total of over XXXX hours on hold across multiple calls without resolution. I have proof of these calls, including the exact wait times. 

Incorrect Fees and Payment Discrepancies : I was charged incorrect amounts, and my payment history has been inaccurately reflected, leading to a negative impact on my XXXX XXXX. 
XXXX XXXX Impact : I now have derogatory marks on my credit report due to these failures. 
Desired Resolution : I am requesting that : The late payment fees charged to my account for the last XXXX months be removed immediately. 

I have since paid the entirety of the balance, and despite me making the payment today XXXX at XXXX PM XXXX, the payment is being registered at XXXX. This is an outrageous disrespect and inconsideration of client geolocation and should be attended to immediately by the XXXX XXXX XXXX. 

Any derogatory marks on my credit report caused by these errors be reversed. 
The autopay system be investigated and corrected to prevent future issues. 
A formal acknowledgment from the company regarding their failure to provide adequate customer service and an assurance that such issues will not occur again. 
I would appreciate your intervention in resolving this matter, as it has been causing significant financial and emotional stress. 

Thank you for your attention to this issue.