Consumer complaint received 2025-01-31 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: TD BANK US HOLDING COMPANY
State: CA

Complaint narrative:
On a previous complaint with TD XXXX, I addressed multiple issues with the account however those issues were not addressed. Instead, the previous complaint number XXXX XXXX on XX/XX/XXXX, was a continuation of a prior complaint regarding TD XXXX  reporting my account 30 days past due. 

Below are the issues that were not addressed and/or need to be re-addressed due to their inaccuracy. 

TD XXXX XXXX in the previous complaint : 1 ) On XX/XX/XXXX, your online account was successfully enrolled in electronic statements. Once enrolled in electronic statements, physical statements are no longer mailed. Your monthly billing statements reflect all transactions, including payments, returned payments, and all fees assessed, until the cycle closing date. It is the customer 's obligation to access and review the electronic statements available online. We have no record or other evidence that you were unable to access the statements based upon an error or outage attributable to us. 

My Response to that assertion : In the attached document from TD XXXX  online portal, you can see that for the month of XX/XX/XXXX and the month of XX/XX/XXXX, it states " NO STATEMENT FOR THIS MONTH. '' As previously stated in Complaint # XXXX XXXX, " TD XXXX  failed to send a copy of the monthly statement at the onset of the relationship. As a result of that oversight and neglect, I have continually incurred fees and was spun into a cycle of confusion regarding how payments were structured, applied and what was actually owed. I had not received any statements after the purchase I made and reached out to TD XXXX on XX/XX/XXXX inquiring about when my bill was due. '' Conclusion to this assertion : TD XXXX did not make a monthly statement available to me for the months of XXXX and XXXX of XXXX. Therefore, I was unaware of when my statements generated AND when they were due. 


TD XXXX XXXX  in the previous complaint : 2 ) Our records indicate that on XX/XX/XXXX, you accessed our online account management service and added bank account ending in XXXX with routing number XXXX to your payment account enrollments. Please note, we received your minimum monthly payment made from the above-mentioned account for the XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX billing cycles. Those payments were successfully posted to your account. 

We received your payment ( s ) of {$260.00} on XX/XX/XXXX, and on XX/XX/XXXX. However, the payments were returned due to reason code XXXX, indicating no account found. As a result of the returned payments, returned payment fees totaling {$70.00} was assessed to your account. 

My response to that assertion : TD XXXXXXXX  admits that there were payments from account ending in XXXX that successfully cleared my account. However, TD XXXX  also asserts that " the payment ( s ) of {$260.00} that were made on XX/XX/XXXX and XX/XX/XXXX, were returned due to reason code XXXX, indicating no account found. '' These payments were also processed through the account ending in XXXX ; the same account that the previous payments successfully cleared from. 

Conclusion to this assertion : TD XXXX either did not process my payments or there was a system error. If the account was not found on XX/XX/XXXX and XX/XX/XXXX, the prior payments would not have successfully cleared for months ' XXXX, XXXX and XX/XX/XXXX. 

TD XXXX asserts in the previous complaint : 3 ) Your minimum monthly payment of {$94.00} was due on XX/XX/XXXX. We did not receive your payment and a {$40.00} late fee was assessed to your account. Under the terms of your account, any late or other fees assessed during the billing cycle are added to your required minimum payment. Your minimum monthly payment of {$220.00} was due on XX/XX/XXXX. We received your online payment of {$94.00} on XX/XX/XXXX. However, the payment did not satisfy the minimum monthly payment requested. We have no record of any communication with customer service where you were advised to make a payment of {$94.00}. A payment which is less than the required minimum payment is considered late, unless additional payments are received that satisfy the minimum monthly payment before the due date. Thus, a {$40.00} late fee was assessed to your account. However, we have waived this fee, as a courtesy. 

My response to this assertion : TD XXXX  states that there is no record of any communication with customer service where I was advised to make a payment of {$94.00}. TD XXXX  also states that I paid the amount of {$94.00} online on XX/XX/XXXX. However, according to the monthly statement for XX/XX/XXXX, TD XXXX  lists my monthly payment as : Transaction Date : XX/XX/XXXX Posting Date : XX/XX/XXXX Location Reference # XXXX Transaction Description : AGENCY PMT. 
PLEASE NOTE : An Agency Payment signifies that the payment was made with an AGENT or through the AGENCY. 

When payments are made online through the TD XXXX portal, the payment reads : Transaction Date : XX/XX/XXXX Posting Date : XX/XX/XXXX Location Reference XXXX XXXX XXXX Transaction Description : XXXX XXXX There is a distinct difference in how the payment reads on the statement when it is processed with a representative and when it is customer initiated. Please see the attached XX/XX/XXXX and XX/XX/XXXX statements to see the difference in how payments are logged. 

Additionally, when a payment is scheduled through the online portal, an automatic email is sent which states " Thank you for scheduling a payment ''. No automatic email was sent to my email because I did the payment with a representative, not through the online portal. 

Conclusion to this assertion : TD XXXX  has an obvious issue with their tracking of customer payments and communication. Please investigate this matter as customer 's are being affected by TD XXXX  sub-par technology. 

TD XXXX asserts in the previous complaint : 4 ) On XX/XX/XXXX, the routing number for the above-mentioned account was updated to XXXX. Please note, actions taken through the online account management service are properly attributable to the account holder. 

My response to this assertion : If TD XXXX is implying that the update to the routing number caused the payment on XX/XX/XXXX and XX/XX/XXXX to be problematic, this is untrue. Please see the attached document verifying the routing number to XXXX XXXXXXXX XXXX 

Conclusion to this assertion : TD XXXX has subpar technology and is unwilling to take accountability for that fact. 

TD Renovate asserts in the previous complaint : 5 ) As stated on your monthly billing statement under Pay Online : Payments requested by XXXXXXXX XXXX will be effective to your credit card account on the same day. Payments requested after XXXX XXXX will be credited on the next day to your credit card account. A payment requested by XXXXXXXX XXXX  on a weekend or federal holiday will be effective to your credit card account as of the day you make the payment. 

We have no record that you contacted customer service on XX/XX/XXXX. However, on XX/XX/XXXX, you called and spoke with customer service regarding the credit reporting and payment posting times. During the conversation you were informed that your payment of {$260.00}, which was made on XX/XX/XXXX, occurred after XXXX XXXX. Consequently, the payment was posted on the next BUSINESS day. 

My response to this assertion : Per the disclosure on the billing statement entitled Pay Online as written by TD XXXX it specifically states that " Payments requested after XXXXXXXX XXXX  will be credited on the NEXT DAY to your credit card account. A payment requested by XXXXXXXX XXXX on a weekend or federal holiday will be effective to your credit card account AS OF THE DAY you make the payment. 

The payment of {$260.00} made on XX/XX/XXXX was made on a FRIDAY after XXXX XXXX. According to the disclosure on the billing statement, payments requested after XXXXXXXX XXXX will be credited on the NEXT DAY to your credit card account. No where does it say it will post on the next XXXX XXXX. It states the NEXT DAY. 

Conclusion to this assertion : TD XXXX admits that it's policy written on the billing statement is untrue as the payment that was made on Friday, XX/XX/XXXX was not posted to the account until after the statement closed which was XX/XX/XXXX. TD XXXX did not post the payment on the NEXT DAY. 

Additionally, TD XXXX representative read the disclosure to me on the phone call on XX/XX/XXXX and was quite confused when I pointed out that the payment did not post on the next day as she had just read to me. She did not have clarity about why she was trained to communicate that the payment would post on the next business day, when the TD XXXX  disclosure states on the next day. 

Again, TD XXXX has subpar technology and this technology is causing massive confusion and fees for its customers. 

The following information was not addressed by TD XXXX in the former complaint and was purposely unaddressed and overlooked : With a {$3200.00} credit limit, I have paid a total of {$1100.00} in principle on this 'deferred interest ' product and I have paid {$240.00} in fees for a total of {$1400.00}. My balance should be {$1700.00} however it is currently {$2200.00}. I have totaled up all of the payments made to TD XXXX and they are as follows : XX/XX/XXXX : {$250.00} ( XXXX AND XXXX ) ONLINE FROM ACCOUNT ENDING IN XXXX XXXX : {$100.00} ( XXXX ) ( ENDING IN XXXX ) XX/XX/XXXX : {$240.00} ( XXXX AND XXXX ) ( ACCOUNT ENDING IN XXXX ) XX/XX/XXXX : {$94.00} ( PULL CALL FROM WHEN THIS PAYMENT WAS MADE ) XX/XX/XXXX : {$380.00} XXXX : {$82.00} Total : {$1100.00} I have calculated the total fees assessed : XXXX : {$29.00} LATE FEE XXXX : {$40.00} LATE FEE XXXX : {$40.00} LATE FEE XXXX : {$40.00} LATE FEE XXXX : {$65.00} ( Only Says {$25.00} NSF on Statement ) XX/XX/XXXX : {$35.00} NSF XX/XX/XXXX : {$35.00} NSF Total : {$280.00} OR Total : {$240.00} ( if {$25.00} instead of {$65.00} per XXXX Statement ) Either way, with a credit limit of {$3200.00} on an account that has deferred interest until XX/XX/XXXX, my balance should either be {$1700.00} or it should be {$1700.00}. However, on today, XX/XX/XXXX, my balance is reflecting a total of {$2200.00} which is a {$520.00} or {$480.00} difference in what the total balance should be. According to the statement in XXXX to XXXX, I accrued {$200.00} in fees in XXXX and on the XXXX to XXXX statement I accrued {$35.00} in fees in XXXX. Therefore, my total fees are {$240.00}, and my total successful payments are {$1100.00} for a grand total of {$1400.00}. With a credit limit of {$3200.00} - {$1400.00}, my balance should be {$1700.00} since no interest is being charged at this time. Additionally on their site it states that I have only paid {$910.00} dollars of my {$3200.00} credit limit. 

TD XXXX  is reporting inaccurate information regarding a 30 day late on my credit report and its billing practices are misleading and unethical. TD XXXX has subpar technology that it uses for its customers which is causing damage to its customers. These practices are causing damage to its customers. Please respond to every issue that I have addressed instead of referring to a letter mailed to me which did not address these additional matters.

Company response to consumer: Closed with monetary relief