Consumer complaint received 2018-08-18
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I filed a dispute after not receving a trial size of XXXX  Capsules with TD Bank and no reply from company. Well, when I looked for the date of charge, I was astounded to see 2 charges. I was supposed to be charged {$4.00} for the sample capsules, I was instead charged {$9.00} on XX/XX/XXXX and I was floored to see a {$79.00} charge on XX/XX/XXXX. I emailed the company informing them I did not receive the trial of XXXX capsules and since I received no response, filed a dispute with my bank. Well the bank TD gave a provisional credit of {$79.00} and then reversed it. I contacted TD prior to receiving an explanation of reversal credit by mail and the bank forwards me a copy saying that the organization provided a confirmation of delivery from USPS which is laughable because someone several days prior brought me a water bill that was placed in their mailbox so to say the mail person is reliable, that is a no no. I indicated I never received anything from the company and do not understand why they are indicating the post office delivered as if they saw them put it in my mailbox. My complex has numerous mailboxes in the same area and I do not know if the mail carrier put in someone elses box, but there was certainly nothing received from this company in my mailbox. So, I contacted XXXX XXXX XXXX and they indicated to me that I disputed with my bank and the bank returned my money, when I was trying to explain they reversed because TD indicated your company submitted a copy of tracking from the post office indicating it was delivered in my mailbox when they mistakes all the time and had to make one in this situation as I never received. The company was extremely rude and nasty and I noticed that there was an English barrior, they seem to barely comprehend. Then I contacted TD again and explained and was told I would have to submit the dispute again, then when I contacted TD again for the status, a customer rep indicates they denied me again because the company is now saying I did not cancel. You can not return something you never received and according to the company and their guidelines, if you have not cancelled by 30 days they charge but they charged me prior to 30 days, they charged me on XX/XX/XXXX, then on XX/XX/XXXX and that is not 30 days. I never ordered this oil that they sent a copy ( picture ) of their product ( ad ) to TD Bank and now they are indicating that I did not cancel is why they are not refunding my money. Then they said if I contacted them first instead of TD informing that I didn't receive that they would have refunded my money and I informed them of the contact. I am sure they can go back and listen to that conversation. I am baffled as to why TD or this organization is not comprehending that I never received anything so their is not anything to cancel. This company has stolen my money, I never received a XXXX trial or anything, Company is showing that the mail company is saying USPS is showing tracking saying they delivered when a delivery confirmation is not a picture showing that anything was actually put in my mail. They can not say the mail carrier definitely placed anything in my box, because it was not and saying the mail carrier delivered/not cancelled is a way to fraudulently keep my money and TD going along with this pathetic excuse is unbelievable to me. If I would have received the items on the copy of the ad that was sent to TD bank, I would have gladly returned, that is not what I ordered so I would not have had a reason to keep it.

Company response to consumer: Closed with monetary relief