Consumer complaint received 2021-11-30
Company: TD BANK US HOLDING COMPANY
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
TD Bank has violated my fair right to dispute wrongful transactions on my account. This is because they do not want to provide their customers with provisional credits until the dispute is resolved. 

This is the 2nd dispute Ive had problems getting resolved with this bank. They are quick to deny their customers claim without giving the customer a sufficient amount of time to provide proof of their dispute. And when proof was provided the claim was still denied with no real reason. Approximately on XX/XX/XXXX, I had to open a debit charge dispute for the 3rd or 4th time. Due to the fact that TD bank denied my previous claims. In each dispute I filed over the phone. I stated that the Merchant called XXXX is a rideshare rental app that allows you to rent cars from other private car owners. The app requires you to pay a small refundable deposit every time you rent the car or extend your rental. The XXXX app also states that the renters deposit will be refunded once the rental is returned with no issues caused by the renter. Any toll fees or parking fees will be deducted from the rental deposit. However I never received my deposit back and XXXX deactivated my account after I was charged an additional {$31.00} for toll fees. I requested an itemized invoice but the company never responded to my emails in regards to my request. This company turned back around and tried to charge my card again for {$270.00} ; which did not go through because my debit card was locked and I ended up requesting a new debit card because of the attempts to charge my card for different amounts without my authorization. This was the first incident I had with the TD Bank disputes department. 

The most recent dispute was filed on XX/XX/XXXX at XXXX ; against the XXXX XXXX XXXX XXXX XXXX XXXX I carefully explained this new situation with the customer service rep so that she could file my claim correctly. Because I put a down payment on a car that was supposed to be deducted once the dealership was able to obtain suitable financing as they promised. I never received the car or the financing. Therefore, I wanted my money back and the dealership refused to refund my money. This transaction turned out to be pretty much a scam because the dealership refused to refund my money for their product and services, I never received. However, TD Bank took less than 24 hours to deny my dispute with no proof from me or the merchant that shows any signed contract that gives the dealership the right to keep my down payment for a car I never received. I believe they denied my dispute to avoid giving me a provisional credit, which has put my account in the negative status. So that they can charge another {$35.00} insufficient funds fee. Like they did with my other dispute that they keep denying. And to make the situation worse. I had to actually call the customer service dept to get an update on Friday XX/XX/XXXX. And thats when I was told that TD Bank called the merchant and they stated that the {$1500.00} was non-refundable based on Terms and conditions I agreed to. TD Bank never tried once to contact me or give me the opportunity to show proof that the merchant was lying and trying to run a scam. I had to refile my dispute again on Friday XX/XX/XXXX. And I went to my local branch on Saturday XX/XX/XXXX to provide a screenshot of the text messages the dealership finance manager sent to me. The finance manager stated that the dealership would be more than happy to refund my money but they still havent attempted to refund my money yet. And they had plenty of opportunities to do so already. After I provided proof to my branch manager he faxed over this information to the dispute department. I then went to the dealership in person to attempt for a 4th time to get my money refunded back to me in person. I was given the run-around again, and this time I was on the phone with a TD Bank rep . I gave verbal permission for the customer service rep to speak to the sales manager in regards to my refund. The sales manager told the bank rep that they can refund my money if I cancel my dispute. However, their card processing company charges a 3 % fee, which is about {$45.00} that they would deduct from my refund. The bank rep agreed with me to keep my dispute open so that I can get the full amount of {$1500.00} refunded back to my account

Company response to consumer: Closed with monetary relief