Consumer complaint received 2023-12-15
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
TD Card Services within the last year started a new cash rewards program, which they did not even notify me about via mail or email. I had to find out on my own by accident while googling something. Unfortunately I did not find this out until mid XXXX, and when I called about it and expressed I was upset that they did not notify me, naturally nothing was offered to me such as a {$50.00} credit towards my balance when it was an error on their end that I never received notification about this new program, which has been going on almost this whole year, so I had been missing out on a lot of rewards points. Had I known about it, I wouldve used this card for a lot more purchases and racked up a lot more points than I already had. And, if I had never stumbled across this information on the internet by accident, who knows how much longer I wouldve never known about it. Apparently never since they failed to notify me about this. You would think for that alone and the fact Ive been with them for like the last XXXX years, TD in general for the last XXXX years, that they wouldve offered me something. But of course not, because they dont care about whether or not they keep their customers apparently. And so this next part of the story really shows it. So back to when I called as soon as I found out about this new program which was XX/XX/XXXX or XXXX The agent gave me my options for the 3 % and 2 % cash back. There was gas, grocery, dining, entertainment and travel. I told her gas for 3 %, and dining for 2 %. I use my XXXX ( XXXX ) card for groceries, so it wouldnt make sense to use that for any of the higher percentages. I also dont go to shows or travel. Yesterday, XX/XX/XXXX, I was navigating on my account trying to find out how to collect on my rewards without calling in, and I stumbled across a section where you could see every transaction and how much cash back I received. I noticed for my dining purchases I had only received 1 % cash back. So I immediately called and asked why I was not receiving 2 % cash back for dining. The agent said I was getting 2 % for groceries. I said but I never told the previous agent that. TD can look at the history of my account and they will see there has not been one single grocery purchase in at least over the last several years. Thats because again I receive XXXX XXXX, so why would I tell the agent to make the 2 % for something I would never benefit from??? The agent said she would put in a request for someone to review the phone call and someone would get back to me, and this would take up to several business days. I spoke to that agent in the late afternoon. Miraculously I get a phone call from the person who supposedly reviewed the phone call the very next morning, this morning, at not even XXXX Claims she reviewed the phone call ( wow that was quick, being it takes up to several business days?? ), and that I had told the agent I wanted the 2 % for groceries IM-POSSIBLE. So this woman actually lied to me. I asked to listen to the phone call, and she refused!! My own phone call!! Yeah, thats what I thought!! Cant believe after all the business Ive given these people over the years, in several years more than half my life, that they would actually stoop that low to lie about listening to a phone call and denying me that phone call when its my call All to avoid having to make a few dollars worth of adjustments on my account Which really should be that plus a {$50.00} credit for failing t inform me about this new program in the first place So is this complaint over a few dollars? Certainly not. Who would go through all of this time and energy for a few dollars?? Its about principle, the way TD Card Services is treating me as who is supposed to be a valued customer. Between the last thing Ive had to file a complaint against them about, which was the only time Ive ever had to file a complaint against them in the XXXX years Ive had them but was within the last few months, and now this, I see that these people do not value their customers and I am prepared to close my account if they do make good on all of this, meaning both issues Ive had to file a complaint about. Because Ive had just about enough

Company response to consumer: Closed with monetary relief