Consumer complaint received 2023-03-06
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
To whom this may concern, I am writing this letter as a long time TD Bank Customer. I believe my first account was opened up with the assistance of my parents as a young teenager and I have been banking with them ever since. I have held both a Personal Savings Account as well as a Personal Checking Account and for the last 5 years have held a TD Bank Credit Card as well. 
On XX/XX/2023 I noticed there were unauthorized purchases made using my TD Bank Credit Card. There were multiple unauthorized purchases made using my card. I immediately called TD Bank Card Services to report this. I was told these unauthorized purchases would be taken care of. During that conversation on XX/XX/2023 the current credit card I had was cancelled and I was told I would be issued a new card and that it would arrive in approximately 7-14 days. 
On XX/XX/2023 I noticed that my auto-payment that I had set to pay my monthly balance on the card did not go through so therefore I received late fees and interest charges. On that date I also noticed two other unauthorized purchases. I called TD Card Services again to report these new finding and concerns. And again I was told this would be taken care of. 
After my initial two phone calls I placed one more call on XX/XX/2023 to follow up as I did not see the late fees or interest charges removed from my card. And again I was told that it would be taken care of and that it would be reflected in my account within the next 2 business days. 
Fast forward to XX/XX/2023 I receive a letter in the mail stating my TD Bank Credit Card account has been put into collections. I call the phone number listed on this letter and am explained that I have not been issued a new credit card and will not be issued a new credit card due to being placed in collections. No one could explain why my account was placed in collections and they were requesting a {$6.00} FEE to remove my account from collections. They were unable to explain the fees or outstanding balance. 
It is now XX/XX/2023 and this situation is still not resolved. I have made five total phone calls and two in person visits to a TD Bank Branch. There are still two unauthorized purchases on my account that are listed in my monthly statement. At this point, I believe that TD Bank has not acted in accordance with Regulation EI have continually been told that these items will be taken care of and they have not been. I have not received any formal response from TD Bank regarding these disputed transactions, either approving or denying my claim of Unauthorized charged as described under Regulation E.

I am a patient and understanding person but this is an extremely inconvenient situation that is having a negative impact on my daily life along with my good standing credit. I have decided after nearly XXXX  decades as a TD Bank Customer, I will no longer be banking with them.

Company response to consumer: Closed with monetary relief