Consumer complaint received 2021-09-29
Company: TD BANK US HOLDING COMPANY
State: PR
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:
In response to my third complaint # XXXX, Nordstrom Visa said that they had concluded their investigation. 

However, after consulting with a legal website, said investigation seems to be in violation of the Fair Credit Reporting Act since Nordstrom Visa did not conduct a reasonable investigation and was either careless and/or deceptive in its process. 

The Nordstrom Visa Dispute Department, as any other dispute department on any major credit card company, is supposed to protect the consumer with a promise of having " the right not to pay the remaining amount due on the purchase '' if you are dissatisfied. 

During the months going back and forth with the Nordstrom Visa Dispute Department, the emphasis on behalf of the Nordstrom Visa Dispute Department seemed to be on making sure that the merchant, Caregivers, received ample opportunities to respond to the dispute and not on enforcing the terms of the credit card agreement that both Nordstrom Visa and I entered when I accepted to activate their credit card. 

In fact, when I first issued the dispute with Nordstrom Visa, the Nordstrom Visa Dispute Department notified me via mail that they had sent me a letter with the merchant 's response. 

However, I found out later from a Nordstrom Visa Supervisor that said letter with the merchants response did not exist simply because Caregivers chose not to respond to the dispute in the allotted time as per their own credit card agreement. 

Moreover, with other major credit cards such as XXXX XXXX, for example, the simple fact that the merchant chooses not to respond to the dispute on the given allotted time means that the dispute department automatically sides with the consumer. 

But obviously, the fact that I keep addressing this dispute and how badly it has been handled by the Nordstrom Visa Dispute Department proves that the Nordstrom Visa Dispute Department does not fulfill what it is stated in its own credit card agreement or its commitment to the consumer in regards to consumer rights. 

Again, if a consumer is dissatisfied with a credit card purchase, Nordstrom Visas credit card agreement gives that consumer a method to dispute said transaction. 

And if the merchant chooses not to respond to the dispute on time, Nordstrom Visa then would have to side with the consumer.

Nowhere does the credit card agreement stipulate that Nordstrom Visa will give the merchant ample opportunity to finally get around to responding to the dispute to simply then side with the merchant without even reading the dozens of pages sent as proof of the dispute by the consumer. 

Finally, the balance of the disputed charges was supposed to be {$8100.00} and not what it shows on the Nordstrom Visa Dispute Departments response. 

Again, all I ask from the Nordstrom Visa Dispute Department is to abide by its own credit card agreement and side with the consumer, who has every right to be dissatisfied with a merchant, whose dispute should have been solved the moment the merchant chose not to respond in a timely fashion. 

Otherwise, why give the consumer the option to dispute?

Company response to consumer: Closed with explanation