Consumer complaint received 2025-02-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: TD BANK US HOLDING COMPANY
State: FL

Complaint narrative:
Before I get into this issue, I want to emphasize that I have never missed a credit card payment in my life. My credit score has consistently been in the XXXX since I opened my first credit card in XX/XX/XXXX. Across my five open credit cards, I have a credit limit of {$100000.00}. 

I have a XXXX XXXX XXXX Credit Card that I opened in XXXX of XXXX. At the end of XX/XX/XXXX, I switched the bank account for payments from XXXX XXXX checking to a XXXX XXXX ( XXXX ) savings account. When I switched over the account, I set up autopay to withdraw the full statement amount, fulfilling my duties as a consumer to make timely payments. 

This XX/XX/XXXXaccount is used to pay my other four credit cards, including two XX/XX/XXXX XX/XX/XXXX, an XXXXXX/XX/XXXX, and a XXXX XXXXXX/XX/XXXX As of XX/XX/XXXX, none of these banking institutions have had issues using my XXXX account to make payments. 

However, my XXXX card has been unable to process payments from the XXXX account resulting in a XXXX point decrease in my credit score due to one, {$150.00} missed payment due to XXXX 's inability to withdraw the funds. Below is a timeline of events : XX/XX/XXXX : I attempted to make a payment of {$150.00} via autopay billing through my XXXX account, but it was returned. I was subsequently charged a {$29.00} late fee plus {$6.00} in interest. I was not notified of this failed payment, despite being enrolled in paperless billing. I also did not receive a letter in the mail. 

XX/XX/XXXX : Another payment attempt was made using myXX/XX/XXXXaccount, but this was declined as well. I was charged a {$40.00} late fee and {$3.00} in interest, with no email or letter notification about the issue. 

XX/XX/XXXX : I was notified through my XXXX XXXX business credit card that I missed a payment and my credit score dropped. To my surprise, I found that it was related to my XXXX card. I immediately called XXXX, and the representative and I attempted to manually process the payment through my GS account over the phone, but this was returned ( please note, it was not declined for insufficient funds ). I then used another savings account to complete the payment. 

However, by this time, my account was 30 days past due, and my late payment was reported to the credit agencies, causing my credit score to drop by XXXX points to XXXX. I was never notified of the two failed payments via email, letter, text, or voicemail. All of which the credit card terms mention they may leverage to get in contact with me. 

During the call on XX/XX/XXXX, XXXX mentioned that they had tried to contact me several times, but these were from a XXXX number, and I never received a voicemail regarding the failed payment. How is the bank fulfilling its responsibility to notify me of a late payment when no communication ( email, letter, or voicemail ) was sent? I receive emails from XXXX when I change my phone number or address, why wouldn't I receive an email for something as significant as a returned payment. 

Ive tried to resolve this directly with XXXX, but their response has been inadequate, dismissing my concerns by simply stating, " This was reported to the credit agency. '' This entire situation was caused by a banking error where XXXX failed to process payments from my XXXX account, which has now put my credit score at risk. Ive done everything required as a consumer, including enrolling in autopay with an account that has sufficient funds. Im extremely upset by XXXX and Visas lack of support and functionality, which led to my significant credit score drop. Regardless of the outcome, I will be closing myXX/XX/XXXX XX/XX/XXXX and never shopping there again due to the severe negligence of the credit services teams. 

I demand that XXXX backdate the payment made on XX/XX/XXXX to XX/XX/XXXX so no late payments appear on my credit report. Additionally, I demand that XXXX notify the credit agencies of the timely payment so that the delinquent payment is corrected, and my credit score can be restored.

Company response to consumer: Closed with explanation