Consumer complaint received 2024-11-16 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: TD BANK US HOLDING COMPANY
State: CA

Complaint narrative:
l leased a XXXX XXXX XXXX XXXX on XXXX, and signed loan agreement with XXXX. Then on XXXX, I found out that my checking account was double charged by TD Auto Finance ( TD AF ) since XXXX, XXXX payment is the amount of $ XXXX on loan agreement, the other is same amount for principal-only charged on different date which I didn't authorize. 

So I called XXXX customer service, and was been told I need to contact TD AF for this double charge issue. I called TD AF customer service on XXXX, and a customer service said there are XXXX kinds of auto-payments on my account, XXXX is called auto-payment, the other one is recurring payment associated with principal-only, I need to manually log in TD AF and turn off the recurring payment. Before that, I don't even know my TD AF account number, I only signed autopayment agreement with amount of $ XXXX in XXXX dealership . I asked why there is double charge issue, the answer of TD AF is that customer sets it up, which is absolutely NOT true for my case. 

So I requested the refund for double charge from XXXX to XXXX, the customer service of TD AF said he needs to a XXXX call with my bank ( Bank XXXX XXXX XXXX XXXX confirm this double charge issue, after tried several calls and days, finally we had XXXX call, and all parties agreed there is double charge issue in my TD AF account, and TD AF needs to refund me XXXX months payment. TD AF customer service said they will file an internal request and send me the refund check once the internal request is approved. 

On XXXX, I still didn't get the refund check from TD AF, so I called TD AF again, and I have been told that TD AF 's manager didn't approve this request, since TD AF worried about DOUBLE REFUND issue. I asked what is double refund issue? Customer service said they worried about TD AF send me the refund check and at the meantime XXXX  will also refund me. What a good reason to reject this valid request? So I asked what is next I can do? Customer service told they need to have ANOTHER XXXX call with XXXX, and make sure XXXX  will not refund me. After a long call waiting time on XXXX 's checking account customer service, TD AF customer service told me, she can't hold for over half hour on this call, so she suggested that I go to local branch of XXXX to ask for help. 

Then I went to XXXX local branch, the front deck lady told me I still need to call XXXX  customer service because local branch can't handle this double charge / double refund issue. So I have to call XXXX  again, customer service of XXXX said if TD AF has DOUBLE REFUND concern, she can initiate a dispute claim on those double charged principal-only payment from XXXX to XXXX. Accidentally, she disputed the valid loan payment on XXXX instead of the double charged XXXX 's payment. 

The consequences are : 1. I got the notification email from TD AF for delinquency of XXXX 's payment, then I called TD AF and explained what happen in XXXX  mistakenly disputed XXXX 's valid loan payment, and asked if there is any way I can make makeup payment for XXXX payment, the answer is she don't find any abnormal on my XXXX payment, I don't need to pay at this time. It turns out TD AF moved my XXXX 's payment to cover XXXX 's payment. 
So on XXXX, it caused the delinquency and late fee on XXXX 's, I called TD AF again, fortunately, customer service helped me waive this late fee since it's not my fault. 

2. Also on XXXX my XXXX  checking account is locked in TD AF, which caused the XXXX 's auto-payment didn't go through, that cause another delinquency on XXXX, I called TD AF again, unfortunately, the late fee was not waived as TD AF 's policy can waive one late fee every 12 months.

3. After checking with TD AF customer service, my XXXX checking account is locked by TD AF, I have to change another bank account to setup auto-payment or pay on the phone every month.

Company response to consumer: Closed with monetary relief