Consumer complaint received 2018-04-23
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Credit card or prepaid 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:
-On XX/XX/XXXX ( XXXX XXXX Evening ) I made a payment to XXXX XXXX amount to {$900.00} from my TD Bank Visa Credit Card for a canopy bed ( brand : XXXX XXXX ) at their outlet. 

- Despite several reminders they did not deliver the goods on stipulated time. 

- XX/XX/XXXX ( evening ) they delivered the bed broken with a promise to fix it next day. 

- They refused answering my calls and on XX/XX/XXXX I filed a dispute with my credit card company- TD Bank XXXX 

- Before dispute and after filing dispute I had informed XXXX XXXX to remove the damaged bed from my home as it can be hazardous and can cause an accident in case of malfunction. And that I am no longer interested in it. They refused to even acknowledge or respond to my concern. 

- On XX/XX/XXXX my transaction my dispute was resolved and TD Bank reversed my transaction. 

- While on XX/XX/XXXX without my consent and informing me- the same transaction was reversed in favor of the merchant- without my knowledge. 

- On XX/XX/XXXX I immediately took the notice and called the dispute department. 

- I was told that since the furniture was still with me, and there was clause on the receipt ( that I had originally provided ) that says if I did not inform the merchant- the furniture will not be returned. 

- After I was asked for a rebuttal I faxed all the evidence of the calls I made within the clauses mentioned on the receipt. 

- Also I provided the necessary detail that it was not a portable merchandise as it require experts to dismantle and transport it back to XXXX XXXX XXXX. 

- Additionally I also agreed to pay for the re-transportation back to XXXX XXXX. 

- Finally I also asked TD Bank to provide me the supporting documents that XXXX XXXX had given them to justify my negligence of fault in the dispute. 

- TD Bank dispute assured me that I will get all the documents and supporting papers within a week. 

- After 15 days I called TD dispute department again and I was told that the documents will be sent. 

- Throughout XXXX and now towards the end of XXXX I still haven't received these documents. 

- I also contacted online secured servers messages but to no avail. 

- Hereby I conclude that TD Bank has violated my consumer rights but misusing my credit line by providing undue favor to the merchant- XXXX XXXX XXXX. I entrusted my credit with this Bank through Visa but as a matter of formality they did reverse my transaction only to pay it back to Merchant. 

- There was no additional evidence given by the Merchant except from what I had submitted, furthermore TD Bank failed in providing me the documents that the merchant had submitted- despite repeated reminders. Primarily, because they didn't want me to get in possession of this mishandling as I had informed them of my reporting to CFPB in case they abuse my credit line.

Company response to consumer: Closed with monetary relief