Consumer complaint received 2024-12-13 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: TD BANK US HOLDING COMPANY
State: CT

Complaint narrative:
Id like to lodge a formal complaint against TD Financing for XXXX XXXX XXXX XXXX XXXX for a purchase I made in XX/XX/XXXX that Ive now been overcharged for. Here is a timeline of all events, dollar amounts, and errors made by TD Financing that I feel I should not be responsible for. Ive also attached supporting documents as noted. 

XX/XX/XXXX : I made a purchase at XXXX XXXX with TD Financing for {$4000.00}. Attached is the order form provided by XXXX, and all of my contact information is correct on this order form. I later learned ( detailed further down ) that TD Financing did not have my correct contact information on file, and as a result, I never received any confirmation letters from TD with instructions on how to access my account, no physical copy of the credit card associated with this new account, nor any monthly statements until XX/XX/XXXX. However, I was seeing that monthly TD payments were regularly being deducted from my bank account, so I assumed all was okay. 

XX/XX/XXXX : My new neighbor drops off a letter addressed to me that had ended up in their mailbox, a monthly statement letter addressed to me from TD bank with an incomplete physical address ( copy attached ). This is the first physical letter I have from TD and it says that my balance is {$3300.00}, which seems incorrect. I attempt to access my account using the URL listed on the letter, however that URL does not work. I attempt to call the customer service phone number listed, and I sit on hold for over an hour and am not able to speak to anyone. 

XX/XX/XXXX : I call XXXX XXXX and speak with someone named XXXX in customer service who tells me theyve been getting an onslaught of calls with people receiving similar notices from TD and all have similar complaints about the amount shown being incorrect and not being able to get in contact with TD, nor being able to access their online accounts. She provides a different phone number for me to call instead. I try that phone number and am still on hold for over an hour with no one picking up. I make multiple attempts that day with no success. 

XX/XX/XXXX : I speak with a family friend who works at a law firm and she reaches out to TDs legal help desk to get someone to call me back. I speak with someone named XXXX at TD Financing and he lets me know that my contact information on file at TD is incorrect - both my phone number and address are wrong. He updates them in the system ( copies of confirmation emails attached ) and I explain to him that this is the first monthly statement I have ever received. He also informs me that they have been updating to a new system for weeks, the URL on the statement is incorrect as I had figured out, and gives me a different URL to access my account, which also doesnt work. I asked why my balance was so high and he said it was because I had not paid in full during the time frame and I have now incurred interest. I explained that I would have paid in full if I had known what my balance was, however since I was not receiving my monthly statements due to incorrect contact information and had no previous instructions for accessing the account online, I wouldnt have known. I let him know that Im willing to pay off my remaining balance immediately if they disregard the interest added on, and he speaks to a manager who denies my request. I ask him that while I can not access the system to view and pay my account if I will continue to be charged interest, and he says yes. 

XX/XX/XXXX : I once again try calling customer service and sit on hold for over an hour. With no success, I send a XXXX message to TD bank requesting to speak to someone else. Another member of the TD team named XXXX calls me, and I explain my situation, that I feel I should not have to pay interest given I was not receiving any notices about my balance due to an error on their end and was still unable to access my account to pay it off even if I wanted to. She provides a different URL which grants me access to my account, however there are no previous statements to access. She says they have not been uploaded to this new system and she doesnt know when they will be added ( I check for weeks, and no statements appear ). Once again, I ask for a one-time exception to pay my balance without interest given the hours Ive spent trying to get a hold of customer service, as well as the administrative errors that have led to a lack of notifications of all kinds, including that the new system would be inaccessible to pay off any balances. Once again, they decline. I then ask why if I had been paying each month for the last 2 years on auto-pay, I still had a remaining balance, and she let me know that their auto-pay function did not ensure a balance was paid off on time, and I needed to refer back to my monthly statements. I again pointed out to her that I had not received any due to the incorrect contact information, and they were not available in this new online portal. I once again confirm that while all systems and customer service were inaccessible and my previous statements were missing, I would continue being charged interest and she says yes. 

XX/XX/XXXX : I opt to pay the remaining balance to avoid incurring additional interest fees. 

My initial purchase was for {$4000.00}. 
Up until I received the statement, I paid {$2400.00} with autopay. 
I paid an additional {$3300.00} of balance + interest, so in total, I spent {$1700.00} in interest. 

I learned in speaking with my legal contact as well as another member of XXXX XXXX customer service that TD has had a very high number of complaints due to their lack of customer service, the lack of accessibility of their accounts ( some people complaining of weeks of no access ) and their deceptive auto-pay practices that are intended to increase the instances of customers paying high interest fees to them. On top of that, I should not be responsible for an administrative error on the TD Financing side that led to me not receiving any notifications from them, including monthly statements and instructions on how to access my account in the first place. And Im sorely disappointed that they did not grant me a one-time exception to pay my balance immediately upon learning this or display any kind of interest in working with me to come to an agreement. Im even more appalled by them continuing to charge interest while they knew their systems were in flux and inaccessible to customers. All I want is to be refunded the {$1700.00} in interest that I paid as a result of these errors.

Company response to consumer: Closed with monetary relief