Consumer complaint received 2024-02-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: TD BANK US HOLDING COMPANY
State: PA

Complaint narrative:
In XX/XX/XXXX, I purchased furniture at XXXX XXXX and utilized the promotional offer to defer interest for a 12 month promotional period with TD XXXX XXXX XXXX. The order was not fully received until XX/XX/XXXX, During the period of XXXX XXXX XXXX, I realized that this promotional offer required monthly minimum payment and subsequently I was charged a {$29.00} late fee, I reached out to customer service which was not user friendly to resolve the issue, On XX/XX/XXXX, I made an online payment of {$1000.00}, which showed on the statement, but then when I received the next statement it showed the online payment did not go through and was charged another fee, a late fee and a returned check fee, when I called customer service to resolve the matter and verify my bank account information to correct and reprocess they said they couldn't give me that information. After much frustration of fees and online payment issues, I sent a payment in full in XX/XX/XXXX via mail by check. I then continued to get charged late fees for the returned check fee and late fee from the first month. I called customer service again to resolve this issue since the full balance of the original purchase was paid in full. I was advised that I had to pay the original late fee and then submit a dispute claim for other fees, but that i could not do it online, I had to print the form and send it via mail. I printed, completed and sent the dispute claim form along with the {$29.00} late fee I was told by customer service to pay. I never heard back about the dispute claim, but my {$29.00} late fee check was cashed, I called customer service again, they said the dispute claim was never received but the check was cashed XX/XX/XXXX, all the while the fees are accumulating on my account regardless of my attempts to resolve this matter. Then on XX/XX/XXXX I receive another statement charging me the interest for the 12 month period of {$300.00} plus fees, the promotional offer specifically states, " if you pay the promotional balance in full before the end of the promotional period '' you can avoid paying the interest. I paid the promotional balance on XX/XX/XXXX. I should not pay the interest I was charged or the fees that keep accumulating, I then asked my mother to help me resolve this because I have to work and can not spend hours during the day to try to resolve this matter. My mother then spent at least XXXX hours over the course of two days only to be transferred within customer service talking to the same people multiple times getting the run around and never resolving this. Finally, she was able to over the phone submits a dispute claim on XX/XX/XXXX, and told it could take 90 days, asking to put a hold on the charges during the dispute process, she was told they couldn't do that, and fees/interest would keep accumulating. On, XX/XX/XXXX a letter not from a dispute department, but customer service stating they found no billing error and the fees and interest were valid, I then had an email address that the dispute department gave me to escalate, I sent a lengthy email to that address explaining everything, once again it wasn't escalated, the response was the same as the letter and was from customer service. At this point I am being charged interest and fees on interest that I should not have been charged which is well over {$500.00} and I can not escalate this issue to someone with authority. I have researched online that many other consumers have had similar issues with TD XXXX XXXX XXXX, my credit has been adversely affected by this issue, I have been trying to resolve this to no avail and I am hoping your agency can help and guide me to resolution. Their customer service is a merry-go-round that leads to no resolution. Thank you and I look forward to your response.

Company response to consumer: Closed with explanation