Consumer complaint received 2022-06-15
Company: TD BANK US HOLDING COMPANY
State: ND
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Purchased machine from XXXX for equipment. Made payments even when item was broken just a few months after ( see timeline attached ). Was told wouldn't have anything owed and would be getting a refund even ( told via phone conversation ) got refund for partial amount. They didn't waive other fees as said, turned account over to collections. 

I disputed with the collection agency they sent this to ( That company closed the file and sent back to TD Bank ). 

Should have XXXX balance and money coming back. 

Balance total on invoice that have received from XXXX XXXX XXXX XXXX  is {$650.00} We are requesting total refund of {$2600.00} for total bill refunded as you will see below item is not able to be used and we were paying/paid for Item Ordered XX/XX/XXXX o Total {$2600.00} Mid XX/XX/XXXX issue o The bikes resistance & elevation feature were no longer working. This feature would react to the landscape the instructor was taking you through. If they were climbing a hill, the resistance and elevation would increase. Even if you tried to increase resistance and elevation manually, it would not adapt but instead stay static. It took me a week or two but eventually I was able to place a service request on the bike as it was under warranty. XXXX said they would contact a third party vendor to come out and service the bike. 
XX/XX/XXXX o We was contacted by XXXX with XXXX. Since XXXX was mailing out the parts, he reached out to confirm I had received the part. We scheduled a service visit for XXXX XXXX XX/XX/XXXX o XXXX did not show up as he was running behind. After many backs and froths, we ended up scheduling a visit for XXXX XXXX. 
XX/XX/XXXX XXXX XXXX came out to fix the bike. He said that the part he had to put into the bike, a new XXXX  board, was inside the bike. To get to it, he had to remove the middle covering. To do this, he would have to remove the pedal on the left side of the bike. We left him to his work on the bike. XXXX minutes or so he was unable to remove the pedal due to a stripped screw. We asked what the next step should be to fix it & he said he had to order a new pedal & a tool to remove the stripped screw. He said hed order them & they should show up in the next week but he would keep me updated. 
XX/XX/XXXX o Text to XXXX ( XXXX ) to ask what the status was on the order. He said they had been ordered but hadnt received any confirmation on shipment. He said he would keep me updated. 
XX/XX/XXXX o No response yet on parts so another text to XXXX, We asked if there was any update on scheduling service or the parts. There was no response XX/XX/XXXX o We called back into XXXX to see if we could get another service individual scheduled to come out. I also asked them the update on the parts. They said there was no order placed. XXXX told they would work on getting an order in along with providing a NEW service individual to fix the bike. 
XX/XX/XXXX o contacted by a new vendor called XXXX XXXX. We worked to schedule service. 
XX/XX/XXXX o They came out this day, however, I had not received the part yet, so there was no service to provide. 
Early XX/XX/XXXX o We received the part XX/XX/XXXX o Called to schedule service. At the time, the individual who answered said that someone from the office would call me to schedule a service. I never received a call back. 
XX/XX/XXXX o XXXX from XXXX XXXX called me to state they were at my house. I told them I was not there as no one had called me back to schedule a service date. He apologized and said he would send a note to his manager to give me a call. I never received a call. 
XX/XX/XXXX o Called XXXX XXXX to schedule a service. The earliest they said they could get to me was on XX/XX/XXXX. 
XX/XX/XXXX o I was called and told the individual who was scheduled to come up that day could not make it but rescheduled for the XXXX at XXXXXXXX XXXX. 
XX/XX/XXXX o Waited at home for an individual to come. After XXXX minutes and no one showing up, I called the number for XXXX XXXX to see if they could make sure the individual was still showing up. After another XXXX minutes of no contact, I called back and told them to no longer bother sending someone to the house. I was not there & would not be working with an unresponsive company. 
o Called XXXX  to tell them I would be requesting a charge back for the bike. 
o XXXX XXXX team lead for client services team contacted us letting us know they would put a request in with the Product Resolution Team to request a new bike or refund the bike. We needed to provide some requested details on the situation first. This info was not available right away and would need to take some time on our part. 
XX/XX/XXXX o Provided her those requested details. 
XX/XX/XXXX o Reached out to XXXX and requested an update. 
XX/XX/XXXX o She responded and said a product resolution solution had been approved and that someone would be reaching out from the team. 
XX/XX/XXXX o We asked what to expect from this team. 
XX/XX/XXXX o XXXX XXXX said that I could expect an email, which I had not received from them. She said she would reach out and get an update. 
XX/XX/XXXX o We told her I still hadnt received an email. I told her that if I didnt hear anything by Wednesday ( XX/XX/XXXX ), I would be requesting a chargeback. I did not hear anything by the XXXX so I called TD Services & requested direction for beginning the process of a chargeback. 
XX/XX/XXXX o Called into XXXX  to be provided some details on dates for my call-ins to put on the dispute form. When doing this, the client service individual reviewed the notes on the account & put me in touch with XXXX XXXX. He stated that he showed I had been approved for a new bike. However, through conversation, we found out the reason they had not gotten ahold of me is they had the incorrect email address in the system. I told him we appreciated the offer, but we are requesting a chargeback. He then stated he could get approval for a refund of the bike, if we were comfortable removing it from the house without help from XXXX. We agreed that would be fine and he began the process of a refund. 
XX/XX/XXXX o XXXX confirmed that a refund had been approved. 
XX/XX/XXXX o The refund was transacted and posted on XX/XX/XXXX in the amount of {$1600.00} Rest of XX/XX/XXXX o Continued to receive calls from TD on paying off the remainder of the bill. 
XX/XX/XXXX o Called to find out why the remainder of the bill, {$650.00}, had not been cleared. The individual who helped me stated that there was a pending payback on the account. The way they explained this to me was that it was showing as a credit that would be cleared. They would call back if this was not the case, however, it was under this impression that we believed that we no longer owed anything on the bike. 
XX/XX/XXXX o Continued to receive calls from TD on paying off the remainder of the bill. 
XX/XX/XXXX o Called back to the client service team to find out if payment had been applied to the account. Again, I was told something like the conversation on XX/XX/XXXX that there was a pending payback and that I would not need to pay anything back to the account. 
XX/XX/XXXX o Received a call from TDs collection Third Party stating there was a bill that had been sent to them and they were reaching out to collect on it. 
XX/XX/XXXX o After several attempts to be put in touch with a manager at TD, I finally talked to a XXXX on XX/XX/XXXX. XXXX and I were on the phone for 2 hours as she explained to us that whatever We heard from my calls in XXXX was incorrect and that, in fact, we did owe the remaining portion of the bill. We requested that the calls, which she had reviewed, be forwarded to me so I could hear back my conversation. She said she was unable to provide this and if we wanted to dispute the remaining charges, we could do so through a dispute form. 
XX/XX/XXXX o Received initial letter from XXXX XXXX XXXX  ( Reference XXXX ) with collection attempt along with the verbiage of the Right To Dispute by XX/XX/XXXX. 


So here we are now at XX/XX/XXXX. Weve paid off the total of the bike however the amount fees still remain on the account for {$650.00}. The total of the bike was {$2600.00} and we did receive as stated some refund of {$1600.00}. We were told the fees would be waived and nothing more would be needed to pay on this account. However now that the account has been turned over to collections this is false. 
We are ; 1. Disputing the remaining debt on this account.

2. Without having to go the subpoena route to get those call records listened to on staying we wouldnt owe anything more we request that get waived 3. We would like a letter showing this along with contents of that letter saying that the three major credit bureaus have not been reported as delinquent.

4. We are requesting a refund of the {$940.00} to be sent to us.

5. Requesting a letter showing a recap of this resolution.

Company response to consumer: Closed with explanation