Consumer complaint received 2023-11-08
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Credit card
Sub-product: General-purpose credit card or charge 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:
After having a checking account with TD Bank for several years, I opened a credit card in XXXX of XXXX. I received the credit card ending in the mail in XX/XX/2023. 

Using the mobile banking app, I added identified myself as an " authorized user '' on the credit card account in XX/XX/2023. Without my knowledge, this triggered the bank to issue a second credit card, which was sent to my address without notification. Because I was not expecting a second card, I threw the envelope away, and it was stolen. I do not know the full number of the stolen card. 

Throughout XX/XX/2023, this second credit card ending in was used in a series of unauthorized purchases for a total amount of {$3500.00}. 

I continued making payments on my card and only became aware of the unauthorized charges in late XXXX after realizing that my balance was significantly higher than expected. On my banking site & app, there is no way to distinguish purchases by the card that was used. I saw the fraudulent card when I downloaded PDF statement. I initiated a fraud investigation with TD Bank on XX/XX/XXXX. 
At the time, TD Bank informed me that the investigation could take up to two billing cycles. Instead, the investigation was complete in only two weeks, and I received a rebill on XX/XX/XXXX. The rebill identified a combination of charges on both credit cards as fraudulent, despite the fact that all charges on the first card were authorized. 

I contacted TD Bank Customer Service but was informed that they did not have sufficient information to answer my questions. Customer Service escalated my questions to the Investigations Team and told me they would call within 5 days. 

Since then, I have called Customer Service weekly and have sent a fax to the Investigations Team to provide them with more information, but I did not receive any form of communication from the Investigations Team for over three weeks. The Customer Support team then filed a complaint with the chairman of the board on XX/XX/XXXX. 

On XX/XX/XXXX, I received a call from the chairman of the board 's team. I was informed that the decision ( the rebill ) stands, and I am responsible for paying all charges to my account, from both cards. 

On XX/XX/XXXX, I received a call from the Investigations agent, who informed me that she was not even aware that there were two cards associated with the account. The agent informed me that I should have been directed to the Credit Card Team to begin with. 

Late fees continue to accumulate on my credit account, but as of today, I have already paid {$4000.00}. During the month of XXXX, I was only responsible for {$810.00} in authorized charges made using the first credit card. I have therefore paid almost {$3500.00} toward unauthorized charges made using the second card. On XX/XX/XXXX, I received my first call from Collections at TD Bank.

Company response to consumer: Closed with explanation