Consumer complaint received 2024-10-18 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: WA

Complaint narrative:
On XX/XX/2024, I set up an online payment to pay off my account with TD BANK for a XXXXXXXX XXXX  account for {$150.00}. Because I have had nothing but problems with this place since day one about them saying that my account always comes back as " no account found, '' I had removed any existing payment methods, and re-entered my banking information, just to be sure this could not happen again. The payment was posted on XX/XX/2024, for {$150.00}, leaving a balance of {$0.00}. On XX/XX/2024, I received a letter from TD BANK dated XX/XX/2024, with ambiguous language saying their records reflect a slightly past due amount and if there is a discrepancy to call them, and if this could be an oversight. However, in the same letter, it says they have already reported me to the credit bureaus. 
I tried calling right away but they were closed. I got online and signed into my account an noticed there were no statements, and I had a {$0.00} balance, so I figured the letter was a mistake. In the past if I ever had a past-due balance, I would receive calls daily, I got no calls. Finally, on XX/XX/2024, I noticed a huge change to my credit file, an XXXX drop. I called them on XX/XX/2024 ( also my due date ) and asked to speak to a supervisor because there were so many additional fees that the bill went from {$150.00} to {$230.00} plus, I knew I had made my last payment with them. He told me he sent a message to the supervisors, and someone would call me back. I hung up frustrated that I was not able to handle the situation. I called them again on XX/XX/2024, to see why I had not received a call back and asked her to send another request for a call back and she said she wouldn't until after 4 days. On XX/XX/2024, I finally got a call from a supervisor. 
I asked about the account number that had been used to make the payment that returned as " no account found, '' she informed me that because they had changed systems on XX/XX/2024, she could not see anything prior to that date and therefore could not provide me with the account number that was used. She also informed me that they switched websites which she said the notification of this switch was on the statement themselves, which I do not get paper statements, so this did me no good to inform me of the change. TD BANK had made my credit score drop from XXXX to XXXX, this has created a huge financial hardship for me as I have been in the process of moving and now can't rent a home because my credit score is so bad, over a payment I made! TD BANK also is involved or the named Defendant in many class action lawsuits for these exact deceptive practices like saying after someone had paid off their account that it wasn't paid and charging up fees. 
I told the supervisor I spoke to I just wanted to pay all of the bill off in full so I didn't have to deal with this place anymore and that I want to pay it off completely, I made that very clear. She left a {$4.00} balance on there so when I got online on the XXXX, it still showed a balance, so I then paid that. Also, while on the phone with her I mentioned I wish I could just pay with my debit card so this will go through right away, and she never said that I had an option to do that, why is that when it would have prevented them reporting me as 60-days late, because they would've known right away if it went through or not. I think they make you do it through a bank account just so they can say there is a problem with the account and charge you a bunch of fees. So, now XXXX points later and years worth of work on my credit down the drain, here we are. I have sent a dispute request along with 17 pages of documentation showing what i can to prove that these late payments should be removed from my credit file. I have made my payments to them and i have paid them off. This was the worst retail card experience i have ever had and I have XXXX credit accounts or so my payment history is or was 100 %, I do not deserve this. Once this is sorted out I'm closing this account and I will never do any business with TD BANK again. 
FOOTNOTE : I had my car financed through them as well and same thing i always had and issue paying them. I really wonder how many people they have done this too, these days your credit is everything and they have ruined my life!!!

Company response to consumer: Closed with monetary relief