Consumer complaint received 2018-01-17
Company: TD BANK US HOLDING COMPANY
State: FL
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:
OnXX/XX/XXXXI received credit approval from XXXX to purchase a XXXX device.

Order # XXXX XX/XX/XXXX- XXXX shipped order XX/XX/XXXX - I received order XX/XX/XXXX - requested to return item. It was approved and was told it must be returned by XX/XX/XXXXTheir return policy is that you may return or exchange merchandise within 30 days of purchase including 15 days to notify them and receive approval and 15 days to ship the product back to them. They do not post in their FAQs how long it will take to receive your refund though.XX/XX/XXXX- sent item back using XXXX  XXXX XXXX tracking label Tracking label # XXXX  XX/XX/XXXX- XXXX XXXX delivers item to XXXX at XXXX XXXX. signed for by XXXX XXXX XX/XX/XXXX Contacted XXXX via their chat feature to inquire about my refund. I was advised their policy is generally 30 days for items financed.

XX/XX/XXXX Contacted XXXX through my online account regarding the balance and pending refund. I was advised that TD Bank issued and that I should contact them. I opted to wait and let the 30 days from the date of their receipt to pass before escalating.XX/XX/XXXXContacted XXXX via their chat feature to inquire about refund as it was not reflected in my account. It was confirmed that refund would be credited to my account on XX/XX/XXXX.XX/XX/XXXX Submitted question to TD Bank. They only apparently respond through their system and I was not aware of that. When I logged back in on the XXXX it said to call TD bank.

XX/XX/XXXX submitted compliant through my online financing account. It lists XXXX XXXX but at bottom it shows that site is operated by TD Bank. Received response that I had to call them.

Attempted to call. Their system requires that you entire the full account number which they say can be found on the top of your statement. I had not received a statement yet.XX/XX/XXXX I had to make a payment on the finance account ( first pmt due ) to avoid late charges.

XX/XX/XXXX Tried to read a representative at TD bank. I do not have my full account number yet so I was not able to get past the automated system to a person.XX/XX/XXXX Contacted XXXX via their chat feature to inquire about refund as it still was not showing in my account. Ultimately I was advised that they were escalating it to their Concern Team. I asked how long it should take to resolve. I was told there is no particular time frame.

XX/XX/XXXXSubmitted dispute to TD Bank online with details about what had happened. ( as of XX/XX/XXXX no response ) XX/XX/XXXX Finally reached a rep at TD Bank who was able to locate my account. XXXX XXXX Explained the issue. She said that they are sending out dispute forms. I advised her that I had already filed a dispute in their online system but no one responded. It will take up to 10 days to get the forms which I then need to complete and return. By the time this is resolved I will need to make another payment.

NOTE - After I got off the phone I logged into my XXXX account and my disputed request was listed as " Action Complete ''. The correspondence said they are researching and they will contact me by mail but no timeframe.

XX/XX/XXXXTried to reach XXXX through their Chat feature. It has changed and is now computer automated and they do not respond to requests about return questions any longer.

Attached you will find - Proof of XXXX approved return Proof of XXXX XXXX  delivery to XXXX XX/XX/XXXX conversation log with XXXX XX/XX/XXXXconversation log with XXXXXX/XX/XXXXconversation log with XXXX XX/XX/XXXX proof of dispute filed with TD Bank ( with their response XX/XX/XXXX )

Company response to consumer: Closed with explanation