Consumer complaint received 2023-06-24
Company: TD BANK US HOLDING COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX XXXX XXXX in XXXX XXXX, TX failed to delivery the mattress and base that is on my receipt, what I purchased on XX/XX/2023. I charged it to XXXX XXXX TD Card Services Card that I received approval for on XX/XX/2023. 

Also, I took the sofa that day with me when I left the store that I purchased for {$1200.00} on XX/XX/2023. No delivery was needed by XXXX XXXX. The sofa was from the clearance floor. 

My issues : ( 1 ) Response to my dispute submitted on XX/XX/2023 received on XX/XX/2023. Why was my dispute case # XXXX closed with no detail explanation on what the investigation found after almost 90 days. On XX/XX/2023 I logged into XXXX XXXX website and submitted an inquiry to request a detail explanation of their investigation. On XX/XX/2023 online services recommended that I call XXXX to discuss it with customer care. On XX/XX/2023 I spoke with XXXX XXXX TD Bank Customer Care ( XXXX ) about the dispute response/resolution. I didn't receive an explanation of their resolution and was directed to submit a new dispute form with more details because this dispute Case, # XXXX, is closed. She did explain that the process for investigating a dispute received is to send the dispute to the store to resolve. This is the same process XXXX XXXX Corporate Office used when I was communicating with them on or about XX/XX/2023 thru XX/XX/2023 about the mattress that was delivered. All of my attempts, XXXX XXXX Corporate Office attempts, and now TD Card Services attempt to allow XXXX XXXX XXXX XXXX XXXX, Texas to resolve my issues have failed. I've requested a refund for the XXXX and base that I did not get, but paid the amount {$2900.00} because TD Card Services stated that I still had to pay while the dispute is being investigated. 
( 2 ) XXXX XXXX TD Card Services Billing Cycle Statement dates are not accurate ( see attached XX/XX/XXXX - XX/XX/2023 XXXX XXXX XXXX XXXX XXXX XXXX ). I had absolutely no business with XXXX XXXX from XX/XX/2023 thru XX/XX/2023 nor prior to XX/XX/2023. Why did my billing cycle started on XX/XX/2023 instead of XX/XX/2023 my original purchase date. 
( XXXX ) XXXX XXXX TD Services billed me for transactions that I do not have receipts for. I can't match the transactions on the billing statement with the in-store receipts by description or amount or any other factors. TD Card Services Billing cycle transactions listed just can not be matched to the in-store and email receipts I've received. See attached XX/XX/XXXX - XX/XX/2023 XXXX XXXX XXXX XXXX. 
( 4 ) TD Card Services Billing XXXX XXXX XX/XX/2023 thru XX/XX/2023 transaction : I did not receive a " bed '' for {$2900.00}. I define a bed as a headboard, footboard, rails, base, and mattress. I did not receive any products for which I paid {$2900.00}. XXXX XXXX XXXX XXXX, TX did not deliver the mattress and base that is listed on my receipts nor a " bed '' as listed on TD Card Services Billing Cycle Statement XX/XX/2023 thru XX/XX/2023 for {$2900.00}. They delivered a XXXX base and XXXX XXXX FM mattress on XX/XX/2023. Both where in pink shrink wrap and no documentation was included for care of the mattress- it appears to be used. See attached photo for what XXXX XXXX XXXX XXXX delivered ( see XXXX XXXX Delivered Mattress ( XXXX ) and XXXX base replacement XXXX ). Pay close attention to how the mattress manufacture tag is ripped - that's how it was when it was delivered. On or about XX/XX/2023, XXXX XXXX XXXX XXXX XXXX, XXXX told me I will have to pay additional funds to get the mattress and base on my receipt, besides the additional {$400.00} I already had paid on XX/XX/2023 for a XXXX XXXX mattress cover and pillow so the mattress can be covered under the XXXX warranty for a return ( see XXXX XXXX XXXX In-store receipts received XXXX ). I refused and requested a refund for the mattress and base. XXXX refused and by the way he said Corporate told him to call me. On XX/XX/2023, XXXX did agree to replace the very noisy malfunctioning base that was delivered on XX/XX/2023. On XX/XX/2023 XXXX XXXX XXXX delivered a base that was in a box ( not pink shrink wrap ), but it's still not the one on my receipt. The mattress and base is nothing like the one I laid on and used in the store ( bait and switch business practice ). I'm unable to reconcile my receipts with XXXX XXXX TD Card Services Billing Statement because it's too vague with no description or matching amounts, that's why I can't confirm the fraudulent activities XXXX XXXX XXXX XXXX appear to have executed. 
( XXXX ) XXXX XXXX TD Card Services dispute response included an in-store receipt for {$1100.00} attached that I did not receive ( see XXXX XXXX TD Bank Response to Depute page 4 ). I only paid the required {$300.00} down payment that represented on XXXX in-store receipt that lists XXXX items with a total sales order {$4300.00} ( see attachment XXXX XXXX email Receipt XXXX page XXXX ). There is nothing on my XXXX receipts for {$1100.00} nor {$2900.00} the amounts of the transactions on the billing cycle. 

Activities and Actions : XXXX XXXX XXXX XXXX XXXX, TX transactions purchased XXXX ; Date Matress and base was Delivered : XX/XX/2023 ; XXXX XXXX TD Card Services Billing Statement Date : XX/XX/2023 thru XX/XX/2023 ; XXXX XXXX TD Card Services Billing Statement Amount Due : {$4000.00} ( Transaction XXXX {$1100.00}, Transaction XXXX - {$2900.00} ) ; Mailed dispute form on XX/XX/2023 ; XXXX XXXX XXXX XXXX closed XX/XX/2023 per my request to avoid unwanted/unauthorized XXXX XXXX Furniture transactions charges and finance interest charges due to what appears to be fraudulent business practices. Received letters on XX/XX/2023 and XX/XX/2023 stating investigation into the dispute continues ; Received TD Card Retail Dispute Response for Case # XXXX on XX/XX/2023 the letter is date XXXX ; XX/XX/2023 Called TD Card Services for explanation of findings. The following are online inquiries dates I've submitted in reference to these billing statements and transactions purchased ( see screen XXXX XXXX Online Inquiry Messages ). 
Reference # Date Submitted Category Status XXXX XX/XX/2023 XXXX PM Other Action Complete XXXX XX/XX/2023 XXXX PM Account Question Action Complete XXXX XX/XX/2023 XXXX PM Account Question Action Complete XXXX XX/XX/2023 XXXX PM Account Question Action Complete

Company response to consumer: Closed with explanation