Consumer complaint received 2018-10-06
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Credit card or prepaid 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:
XXXX - applied for credit card advertising 25k bonus miles to the XXXX Reward Program upon completion of $ 1k spend within 3 months of being approved for a TD bank credit card.

XXXX - within the first month I satisfied the spend requirement and the TD card statement reflected that I now had the bonus ( and the spend ) miles listed ( this is separate from actually having XXXX  reflect the miles ).

XXXX - I was granted XXXX bonus miles that were supposed to then be applied to the XXXX   Account Number ( XXXX ) I had provided when the card was originally applied for XXXX  - after the 'waiting period ' and still not seeing the miles credited to the XXXX, I called XXXX. They advised they had not received the miles from the credit card yet and that there was no glitch from their side. I then called TD Bank and explained the issue. They advised the miles should have already posted ( as it was past the 5 week waiting period since the miles were credited ). The supervisor told me the miles would reflect to the XXXX  within 5 business days. They confirmed that the XXXX they had was correct. My calls with TD are all recorded so they can review and verify my statements.

XXXX - I called TD a few weeks later. The XXXX was still not reflecting the credited miles. This time the supervisor advised it was a system glitch at their end and they would put in a request to get this corrected. They had no answer as to why the FIRST supervisor gave me false information. They confirmed again, that I had the correct XXXX, even though I told them a few times all those initial checks had already been performed. I asked if XXXX could send me a letter confirming my conversation with them. They advised they do not do so.

XXXX-beginning - I called TD again since the miles were still not posted to the XXXX. I was given the same answer as in XXXX, except with a little more run-around on the phone. They said they would call me within a week to advise when the problem was corrected. I did not receive a call back. The accuracy of the XXXX  was checked yet again and confirmed that it was correct. I asked for an extra XXXX miles to be added because of all the work, time, effort and aggravation I have experienced through this process. The supervisor said it would be submitted as a customer request. I asked for a transcript or a letter stating their proposed resolution in writing, but they advised it would not be given.

XXXX-end - I called TD again. Another supervisor at TD confirmed all the above notes and said they had 'escalated ' the problem and someone would call me back in the next few days to confirm that the miles had been credited and the glitch ( system issue, apparently ) had been fixed. I asked for an extra XXXX  miles to be added because of all the work, time, effort and aggravation I have experienced through this process. The supervisor said it couldn't be promised but it would be requested. To date, I have received neither the call back nor the miles credited to my XXXX.

Company response to consumer: Closed with monetary relief