Consumer complaint received 2020-02-06
Company: TD BANK US HOLDING COMPANY
State: VA
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:
TD Bank Credit Card Services has not only failed to refund unauthorized charges on my credit card but has also refused to launch an investigation. I filed a dispute with TD Credit Card Services on XX/XX/XXXX for two charges ( {$520.00} on XX/XX/XXXX and {$800.00} on XX/XX/XXXX ) totaling $ {$1300.00}. I clearly explained the situation in full detail on XX/XX/XXXX to a representative at TD Credit Card Services that the vendor did not have my permission nor authorization to initiate those charges. 

By XXXX, I completed paperwork sent by TD Credit Card Services and mailed the several pages of both disputes detailing the unauthorized charges back to them in the self-addressed envelope provided. 

On XX/XX/XXXX I called TD Credit Card Services for an update and was advised the investigation was not able to begin due to not receiving the paperwork I previously sent them, and the dispute was having been closed. I instructed I hand wrote my response and immediately sent the paperwork back to them, but I did not keep a copy. The representative explain she could request on my behalf to reopen the case but ultimately the decision would rest with an investigator. I asked to speak with an investigator but was instructed they are NOT accessible to the public. I asked to speak to a supervisor but was then instructed a supervisor was not available. By this time, solely at the mercy of the representative, I'm almost an hour into the call with the chance of speaking to someone with authority diminishing by the second. 

I spoke to a combination of representatives and supervisors from TD Credit Card Services on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX regarding reopening my dispute and again being told the same thing, its up to the investigators and I would need to call back for an update. I never received any confirmation the dispute would reopen and again, I wasnt able to speak with an investigator directly in any capacity ( a call back, transfer, email, etc. ) no contact with at all. 

On, XX/XX/XXXX I contacted TD Credit Card Services again for an update and the representative advised the investigator would NOT reopen the case and they considered the matter closed. 

It is clear to me that TD Credit Card Services never intended to remove charges I incurred on XX/XX/XXXX or XX/XX/XXXX and didn't even want to bother with an investigation. Their antiquated procedures help them to blame the postal service ( or you ) by saying they never received the documents. 

By far, this have been a very frustrating and disappointing experience that I've ever had with any credit card company. I've been in business for many years, using my credit cards strategically to maximize their benefits to reinvest into the business and the cornerstone to that is the ability to offer protection and purchasing power. 

I believe experience is the best teacher, and through this experience, TD Bank Credit Card Services has taught me they are not the company that protects their customers but instead treats them like cattle. Other potential customer let my experience serve as a warning.

Company response to consumer: Closed with monetary relief