Consumer complaint received 02/25/2017 about Bank account or service (Other bank product/service) with TD BANK US HOLDING COMPANY (ME).
Issue: Account opening, closing, or management

Complaint: Dear Sirs ; Madame, I would like to file a complaint against TDBank, N.A. for falsifying my credit card account summary. 

Today I am greeting you with sincerity and calm. I am a long time customer of The TDBank N.A., system. I am not a big saver, barely on the fringes and particularly at this time. Recently I inquired into my credit account which is displayed with my checking account, on the same page. It is convenient and innovative to put both account summaries on the same page so I can read what is going on simultaneously. I 've always abided by what I was reading. 

One day while trying to use my credit card, I was declined. I could n't understand why, since I make payments by the auto payments system connected to the accounts. It occurred to me that I am constantly being charged a late fee. It also occurred to me that I am always showing a zero balance due every month. I was always assuming the auto payment system had already deducted the amount posted. I was wrong, since one day when I tried to use my credit I found that I had barely paid the amount owed that month. I was alittle confused but paid the amount requested, {$2.00}. How could I have not known that I was underpaying on my credit account when the statement summary always showed XXXX balance due? Then one day I called. Here is how the conversation went. 

Hello, my name is XXXX, account # XXXX. I am on the TDBank website right now looking at my accounts, checking and credit. Could you tell me why I am looking at a zero balance due on my credit card statement when I know it is due, and while I am paying two auto payments twice monthly in the amount of {$35.00}, yet according to you I need to pay {$82.00} this month? Sure, Customer Service said, here is what is going on. Your account is not showing the true accurate amount. What? I said. I am looking at the page right now, how is it not showing me the true accurate amount owed?. Well, Customer Service said, what you are looking at, and I quote, is an assumption of what you owe. If you want to know what you actually owe and what your true account statement reads you need to log onto, and with that she proceeds to provide me a whole other website with a whole other registration. So, you mean to tell me that for all these years I 've had this account, this has not been showing me the accurate truth of my statements? Yes, she said. You will need to log onto the the website I provided. 

I do not know how much money I 've paid in late fees because I am going by what TDBank, N.A. provides as a viable true summary of my accounts and statements. I can not afford to pay a late fee, I can not afford to pay more when I was under the assumption I was paying the amount required. I would like you to go back into my credit account, look back at how long I have been paying late fees, and put back into my checking account the money that I paid in late fees while reading an inaccurate balance due because of your falsified summary of statements. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief