Consumer complaint received 2024-08-26 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: TD BANK US HOLDING COMPANY
State: NE

Complaint narrative:
My XXXX financing is with TD Bank. 

I have had auto pay set up on my account for approximately 2 years. The funding account is in my fiance 's name because when we set it up her phone was the only phone we had financed. I am not on her account. When we both purchased and financed new phones we just left her account as the funding account and I send her money each month to cover my portion of the payment and we've never had an issue with the auto pay failing for any reason. 

On XX/XX/XXXX I received an email with a statement showing the balance due to be twice what it normally is. I was confused and logged into my XXXX XXXX account. When I logged in I noticed the website was different than the last time I logged in. When checking the transactions I noticed there were only two billing statements available so it appears they changed their website after our XXXX payment was made, but before the XXXX billing statement was generated for payment due XXXX. I also noticed my credit limit had been reduced to {$920.00}, just barely more than what is owed on the account from the {$4200.00} credit limit I had previously. 

I finally found the transactions and discovered the payment for XXXX had been returned. I immediately called my fiance asking if there was money in the account and she said yes. I then went to the auto pay details and noticed the funding account had my name as the account owner. I immediately knew why it was returned but had my fiance call her bank to confirm. They confirmed they declined the payment because they name did not match the name on the account.

What happened, is when TD Bank migrated to their new website last month they changed my auto pay details and put my name as the account owner when it should have been my fiance 's name. I never received any notification the website would be changing, nor did I receive any notification my auto pay details had been modified. So when they attempted to process the payment the bank declined it because I am not on my fiance 's account.

I called their customer service and between three phone calls I spent nearly 8 hours on hold before getting to talk to anyone. At around 4 hours it sounded as if someone picked up then the line went dead. I called back and after about 2.5 hours same thing, sounded as if someone picked up then the line went dead. Called back a third time and after about 1.5 hours I finally got to talk to someone only for them to tell me they couldn't do anything and I needed to call a different number. When I finally got someone on the phone after 8 hours I told them what happened and that they needed to remove the {$25.00} late payment charge, restore my credit limit back to where it was, and ensure my account is not reported to the credit bureaus as a late payment. They stated they couldn't do any of that and I needed to call the credit department at a different number.

After I discovered they auto pay details were wrong I changed the name on the funding account to my fiance 's and later that eveng reprocessed the payment. I called the credit number on the XXXX because they were already closed by the time I finally talked to anyone. They informed me I would need to request a credit limit increase and I refused, insisting I should not have to request an increase and have them inquire about my credit when the failed payment was their fault. She finally spoke to a supervisor who said I could call back after the payment is processed and they'll see what they can do then. They also could not tell me whether they would be reporting the late payment to the credit bureau, and eventually transferred me back to customer service to talk to them about the late payment fee.

When on the phone with customer service I logged into my finance account and noticed the name on the funding account had been changed back to my name after I had changed it on the XXXX to my fiance 's name. A

gain, I did not receive any notification my details had changed. I only received notification when I changed it myself, not when the system changed it. It turns out the name on the funding account was changed before I reproccessed the payment, but I didn't notice it when I scheduled it, so the bank returned the payment again because it was presented to her account with my name again. TD Bank charged me another returned payment fee. I changed the name of the account owner on the funding account again and tried to process the payment and they have blocked the account from making payments so I can not even process a payment. I called customer service again today and I just got off the phone with them. I waited on hold for over 2 hours before getting to talk to anyone. After over an hour on the phone they told me they couldn't unblock the account so I can make a payment and they are refusing to reverse the returned payment fee. The returned payments are NOT my fault. They are the fault of the bank and their system altering the details of my funding account information. We have had auto pay set up with her checking account for over two years and never had an issue. Their new system is the problem so I should not be responsible for the returned payments. I want the returned payment fee reversed, I want my credit limit restored, and I want assurance they will not be reporting a late payment to the credit bureaus.

Company response to consumer: Closed with monetary relief