Consumer complaint received 2023-10-09
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Credit card
Sub-product: Store credit 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:
I used my XXXX XXXX to purchase two duvet covers through the XXXX XXXX program and returned them in new condition, adhering to their return policy for XXXX merchants. While XXXX promptly refunded one cover, they refused to refund the other, claiming it was worn, despite it being returned in new condition. XXXX provided no evidence or clarification about their '' 'worn '' claim, and they falsely blamed the XXXX XXXX partner for the decision. 

In addition to this, XXXX declined refunds for XXXX other returns, each time offering different but incorrect explanations. Despite these issues, I continued to place new orders on their website, which were successfully delivered on XX/XX/XXXX and XXXX. 

As XXXX failed to respond to my attempts to resolve the issue, I filed disputes for all XXXX transactions with XXXX XXXX around XXXX XXXX. I submitted documentation, including tracking numbers confirming delivery, and provided photographic evidence for the new condition of the " worn '' duvet cover, along with a email from the XXXX merchant to XXXX requesting that I be refunded. 

The dispute process was frustrating. I encountered difficulty even filing a dispute, being sent around in circles for days. After it was filed, I received contradictory letters about the disputes, some stating that the all the disputes had been closed, while others claimed they were still being pursued. After filing a complaint with the Better Business Bureau, XXXX eventually refunded XXXX items but remained uncooperative regarding the " worn '' item. After multiple follow-up calls to XXXX, they agreed to issue a refund, making me financially whole. 

After initiating the disputes, my XXXX account ceased functioning properly. This is very troublesome as a XXXX adult who struggles to shop in the store. After the dispute, I could place orders on XX/XX/XXXX and XX/XX/XXXX, but both were cancelled hours later. I want to emphasize that this issue did not arise due to the amount of returns, as my account worked fine before I opened the RedCard disputes, as I was able to place orders on XX/XX/XXXX and XX/XX/XXXX. Both XXXX customer service and XXXX customer service confirmed that my account was locked due to the disputes filed on XX/XX/XXXX, citing " irregularities that could not be resolved. '' They explicitly stated that XXXX XXXX is managed by XXXX and only " powered '' by TD Bank. Locking my account solely due to the disputes, despite eventually agreeing that I was owed a refund in all XXXX disputes, appears to be retaliatory and XXXX potentially violate the Fair Credit Reporting Acts rules against retaliation stating the issuer " may not close or restrict your account ( though it can apply the disputed amount against your credit limit ) '' and " cant discriminate against you if, in good faith, you exercised your rights under the law to dispute a bill. ''

Company response to consumer: Closed with monetary relief