Consumer complaint received 2026-03-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: TD BANK US HOLDING COMPANY
State: FL

Complaint narrative:
Summary of the Issue I paid {$2300.00} three times for the same billing cycle and the same purchases due to a TD XXXX internal error. TDs attempt to correct the duplicate withdrawal was misposted as a debit to my XXXX account instead of a correction. This misposting created an artificial balance, forced me to repay the duplicate amount a third time, and generated improper interest charges. I am requesting a refund of the {$2300.00} duplicate payment and the {$100.00} interest charge, both of which resulted entirely from TD XXXX internal error. Detailed Timeline of Events XX/XX/XXXX I asked a TD XXXX representative if I could pay my full balance of {$2300.00} early. She confirmed I could and processed the payment. This payment appeared on my XXXX XXXX XXXX XXXX statement. XX/XX/XXXX The automated system processed another payment of {$2300.00}, creating a duplicate withdrawal. This duplicate payment appeared on the same statement cycle. XX/XX/XXXX I reported the duplicate payment to a TD XXXX representative. She told me my checking account would be reimbursed {$2300.00}. I did not request a reversal ; I believed TD was correcting its own duplicate withdrawal. XX/XX/XXXX My checking account was refunded {$2300.00}. This refund appeared on my XX/XX/XXXX, XXXX XXXX, XXXX checking account statement. However, TD XXXX posted the refund back into my XXXX account as a debit, not as a correction of a duplicate payment. This misposting created an artificial balance and generated interest charges. The XXXX XXXX XXXX XXXX statement showed : o REV PMT PER REQUEST XXXX as a debit o {$88.00} interest o Total purchases of {$8300.00}, which included the misposted debit This meant I would be forced to pay the duplicate amount a third time on XX/XX/XXXX. XX/XX/XXXX I spoke with XXXX, a TD XXXX team leader, and explained the duplicate payment, the misposted reversal, and the resulting interest. XXXX acknowledged the issue and credited the {$88.00} interest. However, the automated system processed the full balance of {$8400.00}, which included : o {$8300.00} in purchases, which included the XXXX duplicate payment o {$100.00} interest o credits of {$74.00} No correction was made for the {$2300.00} duplicate payment. XX/XX/XXXX I spoke with XXXX, a supervisor. She stated that even though the payment was duplicated, I still had to pay it because the refund was posted as a debit. I requested a hearing and provided my availability. XXXX XXXX XXXX I mailed four written dispute letters to four TD XXXX departments, including the Billing Error Rights Summary address listed on my statement. This written notice was sent well within the 60 day period required under the Fair Credit Billing Act. XX/XX/XXXX I attempted to confirm receipt of my letters but was repeatedly rerouted to departments unable to assist. A TD Bank supervisor sent a memo to TD XXXX requesting a callback. XX/XX/XXXX I received a call from XXXX at TD Correspondence/Customer Advocacy . Despite several hours of discussion, she insisted the duplicate payment had been accounted for, but her explanation did not match the figures on my statements. I rechecked the numbers myself and confirmed they were correct. Timely Reporting ( Required Under the Fair Credit Billing Act ) The reversal first appeared on my XXXX XXXX XXXX XXXXXXXX statement, which was made available on XX/XX/XXXX. Under the Fair Credit Billing Act, I had until XX/XX/XXXX to report the error. I reported the errors three times within the required timeframe : XXXX. XX/XX/XXXX, XXXX I reported the duplicate payments by phone. The TD XXXX representative refunded my checking account, but I was unaware that she would reverse the funds to my XXXX account as a debit. XXXX. XX/XX/XXXX I reported the reversal by phone to XXXX XXXX, who acknowledged the issue and credited the {$88.00} interest, but overlooked the reversal error. XXXX. XX/XX/XXXX I mailed four written dispute letters to TD XXXX departments, including the Billing Error Rights Summary, address listed on my statement. Both notices were well within the 60-day requirement. Root Cause and Harm The entire issue stems from : a duplicate payment I did not authorize, a representative who failed to tell me the duplicate was valid, a refund that was misposted as a debit, and interest charges caused entirely by TD XXXX internal error. Because of these errors, I was forced to pay the {$2300.00} duplicate payment a third time, and I was charged improper interest. What I Am Requesting XXXX. Refund of the {$2300.00} duplicate payment to my checking account. XXXX. Refund of the {$100.00} interest charge caused by the duplicate payment error. XXXX. Correction of all statements to reflect that the duplicate payment was a TD XXXX XXXXnternal error, not a purchase or debit.

Company response to consumer: Closed with explanation