Consumer complaint received 2018-10-13
Company: TD BANK US HOLDING COMPANY
State: AZ
Product: Credit card or prepaid card
Sub-product: Store credit 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:
XXXX  by way of TD Bank is acting unacceptably and unfairly against me. I've been a Credit card company since XX/XX/2016, and I have never had any issues. I live with XXXX XXXX and had a prior incident that left me with XXXX XXXX, so I have to write my pin number on my card. I lost my card and or never got the card, can not remember due to my XXXX XXXX and someone stole it and began using it. I filed a claim with XXXX, they sent me another card with the same pin to the same address, and that particular card I know factually that I did not get. At this point, XXXX is charging me over XXXX in credit charges with NO proof it was me who made the purchases. This is not only upsetting but spiking and triggering to my anxiety. This is now causing me my health. I also got a letter in regards to the 1st of the 2 claims and I was told that the card was activated at some number with an Arizona area code. I have a XXXX XXXX, Ca area code phone number. I do not have a phone number that is from Arizona. So they denied and closed my claim prematurely because it was activated on a number? That number could belong to anyone, even a family member of mine. At the end of the day If the card was activated justly, but I forgot, that happens- but it was lost and or stolen and someone used it without MY permission. I feel targeted and I am now a victim a third time because this company decided to give my claim one look over and rush to resolve with their best interest at heart. This is unethical and also, discrimination in regards to blaming me for the lost and stolen usage because of the PIN on my card. I know lawfully you can not discriminate against a consumer/customer because of that need- many elderly people have to do the same. The agents on the phone are rude and do not try and help- they leave me on hold for 20 mins at a time. It is truly unacceptable. 

There were charges in XXXX in another state- in XXXX XXXX XXXX . I, unfortunately, have never been to XXXX XXXX XXXX. So this is really upsetting that XXXX  is getting away with treating customers this way. Discriminating against me and my mental state and my XXXX XXXX issues. This is really upsetting. 

I am being denied without thorough evaluation! I filed two claims, they combined the two into one and denied them both at the same time, which is unacceptable. Especially in a financial institution.

It is illegal to discriminate based on race, mental health, economic standing or anything else. PERIOD! Also, the bank is supposed to be working for and with me, not against me. This is what's happening here. 1. Being lazy and not researching in great detail.

XXXX is making a bias and unethical decision based on miscommunication. They are using my lack of XXXX on whether or not I activated the card on whether or not I used it. The card was lost and or stolen and used without my permission!

Company response to consumer: Closed with monetary relief