Consumer complaint received 2025-05-06 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: NY

Complaint narrative:
On XX/XX/XXXX i received an email from TD Bank stating that my old banking information ending in XXXX needed to be updated which was correct because my previous account had been compromised and closed on XX/XX/XXXX. I updated the bank details accordingly per their email on XX/XX/XXXX to new account ending in XXXX the same day and a payment of {$0.00} was taken and then I approved another payment of {$100.00} on XX/XX/XXXX which was also processed from the updated account. I received an email from my bank XXXX on XX/XX/XXXX that a payment was trying to be processed to the old account but their were no details on who the attempt came from but because the account was already closed and they could not locate who the attempt came from, they considered it to be a scam email. I then received a notice from TD Bank on XX/XX/XXXX saying that i had been reported to the credit bureau for a late payment. I called them the same day I received the letter and asked them why did they send me to the credit bureau when I updated my banking details and they took XXXX payments on XX/XX/XXXX and XXXX XXXX from the updated account. The gentleman i spoke with could not confirm why but said he shows my account ending in XXXX as the recurring payment account. I asked him how are they going to fix the credit reporting issue. He said I had to provide proof of documentation that I had updated my account before they tried to process the XX/XX/XXXX payment to the credit bureau by completing and mailing a form on the TD Bank XXXX. I mailed a screenshot of my updated account details, a screenshot from my banking ahowing both XX/XX/XXXX payments being peocessed from my updateed account ending in XXXX and also a screenshot from their website showing payment was applied. I set up a recurring payment of {$75.00} on the account ending in XXXX the same day on XX/XX/XXXX again and he also confirmed by phone that he saw it updated on his end. I received another notification from XXXX XXXX  on XX/XX/XXXX saying they charged {$75.00} once again to the wrong account. I called TD Bank and the first representative said it was my fault because I didn't update my payment method. I explained to him that I did and if he checked his records he would see the XXXX previous payments were charged correctly. XXXX that being the case he insisted I never updated it. I asked to speak with someone else and he hung up on me. I called and tried to speak with someone but the language barriers was too strong and was hung up on a again. I called a XXXX time and explained the above to the representative and she spoke witha supervisor who told her that the payment was selected from the most recent payment. I told her that wasn't true because I updated the most recent payment method on XX/XX/XXXX and they processed XXXX payments in XX/XX/XXXX successfully. She spoke to her XXXX again and they told her I would have to pay a reversal fee of {$35.00} because I never told them I updated my banking details. I told her that was clearly not true either because the account was updated on XX/XX/XXXX per their email, they processed XXXX successful payments from the updated account in XX/XX/XXXX and I called on XX/XX/XXXX to verbally confirm that the details were updated so they were notified. She said she couldn't waive the fee because I was charged a reversal fee before that was waived in XXXX XXXX. I told her I was never charged a reversal fee. She did some additional research and she said it was actually a system error. I asked her if I could just pay off the account balance and she said the system would not let her but she made a " note '' in the system to waive the reversal fee of {$35.00}.

Company response to consumer: Closed with monetary relief