Consumer complaint received 2020-03-14
Company: TD BANK US HOLDING COMPANY
State: MN
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 called TD BANK on XX/XX/XXXX to dispute part of a charge from XXXX/ XXXX we contracted to move our belonging. All of my information regarding the dispute was taken and entered into the system and I was told I would be given a provisional credit for the amount we were disputing-THIS NEVER TOOK PLACE. I was also told I would receive paperwork in the mail and that I needed to gather receipts and any other information to forward to TD Bank. I NEVER received any paperwork or phone call from TD Bank until XX/XX/XXXX which was a letter from TD Bank ( dated XX/XX/XXXX ) As soon as I received the letter I called the 800 number on the letter and explained that we NEVER heard anything from the original claim from XX/XX/XXXX and wanted to know why it was being denied and NEVER had the opportunity to tell my side of the story. She put me on an extended hold time ( approx. 1/2 hour ) and came back and took the information again to refile the claim and told me to get all the details, receipts, etc. to them within in 1-2 days and gave me number to fax this information, I faxed a 5 page letter along with 6 pages of documents the next day ( XX/XX/XXXX ) I then called TD Bank on XX/XX/XXXX to check on the claim and I was told that there was no way for them to check to see if the 11 page fax I sent over on XX/XX/XXXX was received I would just have to wait to get a call from the claims department. Approximately 1/2 hour after that phone call ( which was rather odd after I just spoke to them ) I received a call from TD Bank claims department telling me that the claim was denied because time for the claim had expired and that there was nothing we / they could do. I explained to the claims rep. that I DID file a claim in the allotted time on XX/XX/XXXX and was given INCORRECT information and I was also told while the investigation on the claim took place we would receive a provisional credit - which NEVER happened therefore, I thought they were trying to get a statement from the merchant. I was explained tonight ( XX/XX/XXXX ) that TD Bank attempted to call me on XX/XX/XXXX and I did not answer. I was told they don't leave messages or try to follow up with the consumer they just move on. I found this to be quite odd since we NEVER received a phone call and I certainly would have called back if a message was left. How UNPROFESSIONAL is that? Especially when we are dealing with a large amount of money .In speaking with a manager tonight- XXXX ( XX/XX/XXXX ) she seemed very adamite about not wanting to help us basically telling us - TOO BAD. She then asked me why we didn't file any sooner than the XX/XX/XXXX date in which I replied, " We couldn't file any sooner because according to the moving company they were trying to locate our belongings and this takes time so we sat in limbo not knowing what to do- the movers had been dragging their feet for 3-4 weeks before even returning our calls, in which they never did just sent an email stating that our belongings were never found and they would not be replacing our lost items. This is actually a 2-fold issue. First, with the moving company damaging and loosing items and not wanting to honor the " FULL REPLACMENT VALUE INSURANCE '' we purchased for an extra {$490.00} and Secondly, customer service representatives at TD Bank not being trained properly and not giving us ALL the proper information needed in order to get this taken care of in a timely manner. Since we trusted the customer service rep at TD Bank on XX/XX/XXXX. We were never told about a time frame nor did we receive a call or message from the original claim on XX/XX/XXXX which would have been within the time frame. XXXX-supervisor at TD Bank tonight ( XXXX/XXXX/XXXX ) basically told us we were out of luck it is beyond the time frame and we should call an attorney. I have NEVER felt so disgusted being treated this way not only by the movers but by OUR bank, TD Bank.

Company response to consumer: Closed with explanation