Consumer complaint received 2025-01-21 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: TX

Complaint narrative:
I made two payments on XX/XX/2025, the first, an E-Payment, totaling {$140.00} and the second, an Automatic Payment, totaling {$36.00}. The company has this recorded on the website and on my XX/XX/2025 statement. I also saved my payment method and received a message from the company titled " XXXX XXXX ( edit/create ) '', stating : " This message was generated to notify you that the event " XXXX XXXX  ( edit/create ) '' occured [ sic ] on your account. '' After 3 days, on XX/XX/2025, I sent a message to the company on their website 's secure message portal, saying : " My available credit has not updated even though I paid 3 days ago. What is my available credit? When will it update? '' to which they responded on XX/XX/2025, saying : " We understand your concern regarding your available credit. 


When we receive account payments, we credit the payment based on the date it was received ; however, we may delay adjusting your available credit until we finish processing the funds. You can view your account online at Manage my XXXX XXXX XXXX or call us at XXXX to check your available credit at any time. 


Thanks for your patience. '' After this response, I sent a response the same day, XX/XX/2025, saying : " When will you finish processing the funds then? '' to which they responded on XX/XX/2025, saying : " We understand your concern regarding the payment processing timeframe and we apologize for any delay in your shopping. 

We can confirm we received your payments and are in the process of verifying your funds ; however, we don't have a specific timeframe for when your credit will be available. 

We understand this is not the outcome you were anticipating. We know making your upcoming purchase is important and want to provide a couple suggestions while you're waiting : XXXX XXXX XXXX and other discounts to maximize your spending flexibility when paired with your XXXX XXXX XXXX. 

As a reminder, our terms and conditions state that payments are posted to your account in a timely manner as required by law. However, we may delay restoring your available credit in the amount of the payment to make sure we receive the funds. 


We appreciate you continued patience and look forward to seeing you soon. '' After this, I sent a message on XX/XX/2025, saying : " It has been a week, will my available balance update any time soon? Why is it taking so long? '' to which they responded on XX/XX/2025, saying : " We understand your concern regarding your available credit. 

When we receive account payments, we credit the payment based on the date it was received ; however, we may delay adjusting your available credit while we finish processing the funds. You can view your account online at XXXX XXXX XXXX XXXX XXXX or call us at XXXX to check your available credit at any time. 

XXXX assured, weve posted your payment and your available credit will be updated in the near future. 

Thanks for your patience. '' I sent another message on XX/XX/2025, asking why my balance had not updated yet, to which they did not respond to, and on XX/XX/2025, I sent another message stating my message received no response in the time frame they stated and asked for a specific date for when my available balance would reflect my payments made on XX/XX/2025. They replied on XX/XX/2025, stating they received my payment but did not have a specific timeframe for when my available credit would update to reflect the payment. I sent a message on XX/XX/2025, stating I would like to close my credit card but was unable to find information on how to do this in their Frequently Asked Questions page and asked for information on how to close the credit card. They responded quickly on the same day, XX/XX/2025, stating the benefits of the credit card, and providing a phone number to call if I wished to proceed with cancelling the credit card, as well as information on the account used to manage the credit card and how to close that account as well. On XX/XX/2025, I sent another message, asking again for an explanation for why my payment still has not been processed to update my available balance. They responded with the same statements they have said each time I messaged them. I sent a final message on XX/XX/2025, asking for a way to directly contact a human representative. 

Attached is a statement that shows an available balance with the payments I made reflected in the total. However, on the website, it is not reflecting this amount, and when I attempt to make a purchase within the amount of credit my statement shows, my credit card is denied.

Company response to consumer: Closed with explanation