Consumer complaint received 2025-07-22 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: FL

Complaint narrative:
I have a HELOC with TD Bank for {$500000.00}. In XXXX of this year I took out {$50000.00} from the credit line. 

In XXXX I paid the amount showing as due on my web portal access and phone app. 

In XXXX I paid the amount showing as due on my web portal access and phone app. 

On XX/XX/XXXX, I paid back the principal amount of {$50000.00} to bring the balance down to {$0.00}. The web portal and app then showed my amount due and balance was {$0.00}. 

Begining of XXXX I went in to check on my account and it said I owed {$150.00}. This was strange as I had made the payments and the balance was {$0.00}. Nonetheless I went to pay the amount and the payment portal showed that I could not pay it and had a message saying : PAYMENT CAN NOT EXCEED BILL AMOUNT I imagined this was an error on TD Bank 's system so left it as such as that tracked with my thoughts on the proeblem. 

On XXXX  XX/XX/XXXX I get a call from TD Bank attempting to collect a debt and stating that I owed money on the account and had several late fees. I explained to the lady on the phone that she was mistaken and there was an issue in their system. She responded that she would escalate the situation and work to get it resolved. 

On XXXX XX/XX/XXXX I went to my local TD Bank to work out this issue as I then discovered that TD Bank had reported late payments to my credit and my credit took a significant hit. 

The TD Bank person pulled my account and said it stated that i owed the bank {$160.00}. I told her that could not be right and I showed her my web portal access ( picture attachment provided ) that showed that I owed {$150.00}. I then attempted to pay the {$160.00} and it gave me the same message before stating that I was not able to make the payment because : PAYMENT CAN NOT EXCEED BILL AMOUNT I then tried to pay the {$150.00} and it once again denied payment stating : PAYMENT CAN NOT EXCEED BILL AMOUNT The assitant Store Manager was perplexed and saw the discrepancy between what my app and web portal said vs. what her system said is on the bank statements. I explained to her that neither the online portal nor the web app allows one to access monthly statements ( she then printed them out for me ). 


The assistant branch manager then called the l, ending department and we spoke with another individual. They then stated that my account was now closed for late payments. 

I explained to her that I get emails from TD Bank almost daily and never have a been told or contacted rleating to a missed or late payment until XX/XX/XXXX. We then also sent her the screenshots showing how my information given to me through the web app and portal do not match the information TD Bank ahs in their system. 

I explained how even if we solved this XXXX issue i would always be late and miss payments if their online and app system does not match their bank records. 

The TD Bank official then stated that she would escalate the situation but that they go off of the statements ( documents I do not have access to and that contradict the information provided by TD Bank in their online system and portal for customers. 

I explained that i was worried for myself and other consumers as the only information accessible to customers was incorrect information and I beleive these practices are misleading and predatory lending practices. 

I have provided screenshots of my account access portals as well as the printed bank statements provided by the bank ( these statements I do not have access to online and was only able to obtain from the bank branch printing them out ). These XXXX do not match up.

Company response to consumer: Closed with explanation