Consumer complaint received 2023-11-03
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I purchased two products from a company that were on pre-order but payment was taken at time of purchase. The amounts were for {$620.00} and {$120.00} and the dates are listed on my account for these transactions were XX/XX/XXXX and XX/XX/XXXX. After over a year with no product in hand and little to no information being sent by the company pre-ordered from, I requested a refund around XX/XX/XXXX. About a year later, XX/XX/XXXX, I heard back from the company letting me know that they would cancel my orders and refund them to the card on file. The card had expired since the original transaction but the new card I have is attached to the same account that was on the original card. The company let me know that the funds should go back and contacting my bank, TD Bank, and speaking to a representative led me to believe that there should be no issue. If I did have an issue with the transaction posting after 7-10 business days, I would need to go into a branch to dispute the transaction. The orders were cancelled and refunded in their XXXX XXXX payment system on that day. I waited 7 business days for an authorization or the funds to be shown in my bank account, but nothing happened. I traveled to the XXXX XXXX TD Bank location and spoke to someone in person about the transactions. They spent time verifying that the transactions existed in the record of my account and they told me that I should wait the extra 3 days to make sure that the transaction posts. While TD 's policy of 60 day dispute timeframe was out of scope, they might be able to fix some issues. I was told that the representative would reach back out to me at the 10 business day mark of the transaction. At this time, I reached back out to the original company for a followup and they gave me two ARN ( Acquirer Reference Number ) numbers to help the bank track the transaction. I did not get called on that XXXX day. I called the branch on the following day to follow up and was told that there was no appetite by management to help me. I called the TD " Customer Care '' line for help and was told that my card was expunged from my account. They could see that the card WAS on the account, but the data was gone. This did not make sense to me as the transactions are on the account and was told that the refund to the old card should work but was told that because the card is so old, they couldn't do anything. I spoke to a manager and was told the same thing. I tried many times to give them the ARN that I was given but no one seemed to know what the ARN was. They took the numbers and told me that they would escalate my issue to the investigation team at TD Bank but I would need to wait 5-7 business days to hear back from the investigation team. I waited 5 business days and heard nothing so I reached back out to TD Bank to get a status on my investigation from a manager only to find out that no investigation request was put in and that " It isn't right that I'm being treated this way. '' The person told me they would reach out to me after reaching out to the Investigation team. I have not heard from anyone at TD Bank since. I reached out to the original company and have not heard back from them either. By refusing to help me with this issue, TD Bank has effectively robbed me of {$740.00} and my trust that they actually will help any client if they run into an issue.

Company response to consumer: Closed with monetary relief