Credit card or prepaid card -- Fees or interest -- Complaint #6831948
Complaint Overview
Complaint ID: 6831948
Company: TD Bank US Holding Company
Product: Credit card or prepaid card
Sub-Product: Store credit card
Issue: Fees or interest
Sub-Issue: Problem with fees
State: Texas
ZIP Code: XXXXX
Date Received: 2023-04-12T12:00:00-05:00
Date Sent to Company: 2023-04-12T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX I purchased appliances for {$3100.00} and opened a new XXXX XXXX account to pay for the appliances in order to take advantage of a 24 month 0 % interest promotion. On XX/XX/XXXX, about 30 days after the appliances were delivered to my house, I realized that I had not received a statement for the new account. At that time I did some research online and discovered that TD Bank was the company who was servicing the account. When I tried calling it was outside of their regular business hours. At my husbands suggestion I located an email sent with information on how to create an online account for TD Bank. Upon logging into the account I discovered that the minimum payment of {$130.00} had been due XXXX days prior on the XXXX. I went ahead and made a payment of {$130.00} through their online access, and setup the account with my online bill pay at XXXX XXXX ( where I also work. ) At the time I logged into TD Bank it tried to automatically enroll me in e-delivery of my statements which I turned off. ( This is something that XXXX XXXX also does for their statements and I prefer to receive paper statements in the mail. ) I also added the account to my bill pay spreadsheet with a due date of the XXXX and payment of {$130.00}. On XX/XX/XXXX I submitted a payment through my online bill pay system to be delivered on XX/XX/XXXX in the amount of {$130.00} ; at which time I still had not received a physical statement or email that my new statement was available for viewing. Yesterday, XX/XX/XXXX, I received a call from TD Bank stating that I was past due on my account. In order to discuss my account in more detail they wanted me to provide the last XXXX of my social security number which I declined to do for security reasons. As soon as I got back to my computer I called the customer service line and was informed that I'd been assessed a late fee for the XXXX payment in the amount of {$29.00} which had been added to the XXXX minimum payment, and because I paid {$130.00} I was assessed an additional {$40.00} dollar fee for not meeting the minimum payment due. When I explained what happened they told me their policy is to only issue XXXX complimentary fee reversal in a 12 month period, and tried to say that I didn't receive any statements because it had enrolled me in e-delivery when I signed in the first time. Even if that was the case, it does not explain why I didn't receive the first statement that was due on XX/XX/XXXX, and my first login was on XX/XX/XXXX. Upon submitting a written complaint through their XXXX page I received a call from a manager who also asked me to verify my account with the last XXXX of my social security number ; when I declined to provide my personal and confidential information they told me that I could call back to customer service. I asked if there was a phone number to call to reach a manager and she said there was not - the only way to talk to a manager is for them to call and that they couldn't discuss the issue without verifying my account. Today, XX/XX/XXXX, I attempted to call again and was told that they would not reverse the {$29.00} late fee because they showed sending out a statement and their policy is to only reverse XXXX fee in a 12 month period. I reluctantly paid the {$26.00} that they say I was passed due on in order for them to reverse the XXXX fee of {$40.00}.
Frequently Asked Questions
What is Complaint #6831948 about?
Complaint #6831948 was filed against TD Bank US Holding Company regarding Credit card or prepaid card specifically about Fees or interest. It was received by the CFPB on 2023-04-12T12:00:00-05:00.
How did TD Bank US Holding Company respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against TD Bank US Holding Company?
Yes, visit the TD Bank US Holding Company company profile at readthecomplaint.com/company/td-bank-us-holding-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.