Consumer complaint received 2026-04-30 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
I have a HELOC account with TD Bank. My monthly payments are due on the first of each month. I missed the XX/XX/XXXX payment, but paid within the window before late fees would be added. On XXXX XXXX, I made a payment of {$500.00}. It was a transfer from my TD checking account, and was applied immediately to the HELOC. I made the payment of {$500.00} because the accurate payment amount for XXXX was no longer posted on TD 's site. TD had rolled it into the XXXX payment. My phone records show that TD began calling me on XX/XX/year>. I didn't answer because I didn't know who was calling - there was no caller ID, no voice message was left, and we live in an age of spam calls. On Friday, XX/XX/year>, I received another call and chose to answer it. At that time, I was told that my HELOC account was delinquent. I could not continue the phone call because I was at work, and the rep with whom I spoke was understanding of that. Today, Thursday, XX/XX/year>, I called TD with the intention to resolve the issue of late fees and delinquency. I pulled up my account on TD 's site for reference before the call began. I spoke with XXXX XXXX XXXX, who informed me of the status of the account, but who did not have access to the detailed information on the account. She provided me with the phone number for Loan Servicing. The representative with whom I spoke in Loan Servicing ( no name given ), explained that customers should not use the TD site as a point of reference for payments, that TD doesn't provide online statements, and that the only document that should be used is the hard copy statement that is mailed monthly. There is no option to " go green '' with TD HELOCs. Had I known that the {$500.00} was short - perhaps by {$30.00} or {$40.00} dollars, if I had been able to see the full amount owed for XXXX, I would have paid it. I shared all of that with the Loan Servicing Representative. I further said to her that I understand she's not responsible for the way payments are posted, however, TD 's practice of " hiding '' past monthly amounts online, and not providing monthly statements online is misleading and deceptive. What the site shows is not what the paper statements show. I then told her that I was going to file a report with the CFPB because of that. At that point, she put " XXXX '' on the phone- he may have been a manager, I'm not sure because that information wasn't shared with me. XXXX repeated the information I'd already been given. I repeated back to him that TD 's practice of hiding monthly payment amounts online and not providing accurate online statements was misleading and deceptive, and that I was going to report TD to the CFPB. Additionally- I received a letter in the mail from TD outlining the delinquency and associated fees along with a warning that the delinquency would result in a credit drop. To resolve this matter, I require the following : 1. A reversal of any and all fees associated with the XXXX payment. 2. Transparency on TD 's site, specifically, access to monthly statements and payment amounts. There should never be a discrepancy between what the bank has on its site and what is on paper. Nothing should be hidden. If they can put it on paper, they can put it on their site just like any other bank or credit card company. Their deceptive practice allows TD to collect and charge fees they otherwise would not be able to collect or charge. I am certain many of TDs HELOC customers have encountered the same problem with this bank.

Company response to consumer: Closed with explanation