Consumer complaint received 2017-08-10
Company: TD BANK US HOLDING COMPANY
State: NJ
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: Card was charged for something you did not purchase with the card

Complaint:
I am requesting your assistance with a violation of the Fair Credit Billing Act. Currently ( XX/XX/XXXX ) my bill is higher than what is should be due to customer service rebilling me for three credits that were posted to my account. I have tried in vain and in good faith to contact TD Bank Credit Card Services orally and in writing but to no avail. I am really disgusted with this whole situation as it was avoidable but has unfortunately caused me a great hardship. The transactions in reference are : XXXX # XXXX XXXX CREDIT ; Reference XXXX ; Activity Date XX/XX/XXXX ; Posting Date XX/XX/XXXX XXXX # XXXX XXXX CREDIT ; Reference XXXX ; Activity Date XX/XX/XXXX ; Posting Date XX/XX/XXXX XXXX # XXXX XXXX CREDIT ; Reference XXXX ; Activity Date XX/XX/XXXX ; Posting Date XX/XX/XXXX The first credit for XXXX appears as a transaction on the XX/XX/XXXXto XX/XX/XXXX period while the other two credits for XXXX and XXXX are on the XX/XX/XXXX to XX/XX/XXXX statement. A copy of each of these statements ( XX/XX/XXXX to XX/XX/XXXX & XX/XX/XXXX to XX/XX/XXXX ) is attached to this email. In XX/XX/XXXX or XX/XX/XXXX I opened a TD Bank Rewards Credit card ending in XXXX and sometime in XXXX XXXX the account number was changed to one ending in XXXX. Customer Service has used this as an excuse to justify the fact that as of XXXXXX/XX/XXXX my account ending in XXXX was charged an extra XXXX as these same three credits listed above magically became debits. This can not be tolerated as it implies one or both of the following : either TD Credit Card Services is intentionally stealing from consumers or TD Credit Card Services does not know the difference between a credit and a debit. The excuses I have received from TD Credit Card Services are also unacceptable. For example, I was informed that these three credits f
rom XXXX were mistakenly placed in the wrong column as credits are manually processed due to the change in account numbers. I was told that the overcharges would be removed within 5-7 business days but it has been more than a month and nothing has happened. I am extremely upset about this because this means I can no longer trust this bank as I thought I could to process routine credits and debits without overcharging me. I have had other credit cards with other banks and I have not had this problem before so what is going on here? Is there some kind of theft ring? Attached you will also find the billing statement for the period XX/XX/XXXX to XX/XX/XXXX. At the end of the billing cycle the balance was XXXX. Next is the billing statement for the period XX/XX/XXXX to XX/XX/XXXX and this is where the problem lies. During the period of XX/XX/XXXX to XX/XX/XXXX I only made two purchases which were XXXX XXXX in the amount of XXXX and XXXX XXXX in the amount of XXXX. However the total purchases for this period are incorrectly showing as XXXX. The reason the purchases for the period ( XX/XX/XXXX to XX/XX/XXXX ) are incorrectly listed as XXXX is that the account was debited on XX/XX/XXXX for the same three XXXX credits listed earlier in the beginning of this email. Prior to the XX/XX/XXXX issue, I checked the tdbank online website and I saw the same three credits from XXXX XXXX listed as debits on XX/XX/XXXX. However when I called TD Credit Card Services they admitted that these three debits did not really exist. According to TD, the tdbank website does not provide the most accurate information on the credit card transactions while the tdcardservices website does. Later around XX/XX/XXXX I received a letter from TD admitting that these three transactions were actually credits and that my account would be credited however it never was. Therefore TD should simply XXXX out this entire bill and I can take my business elsewhere. My bill is higher than what is should be and due to TD 's bad faith they should cancel the entire balance. Upon review of the billing statements from XX/XX/XXXX and XX/XX/XXXX one will clearly see that on the XX/XX/XXXX statement I was overcharged for purchases. For the XX/XX/XXXX statement TD fraudulently claims I authorized charges from XXXX XXXX in the same amounts of these credits listed earlier. The only charges I authorized on the XX/XX/XXXX statement were XXXX XXXX for XXXX and XXXX XXXX XXXX for XXXX. When you add these two numbers you arrive at XXXX and not XXXX. TD claims the purchases for the XX/XX/XXXX statement total XXXX because they have re-charged my account for the three XXXX credits mentioned earlier. Clearly TD does not know the difference between adding and subtracting. It is unfair for TD to intentionally create this mess and refuse to fix it despite the clear problem explained in the previous paragraph. It is also clear that TD is using dishonest record keeping methods in an attempt to cheat customers. As I mentioned earlier TD has two different ways for customers to check their credit card balances, yet according to TD the tdbank website provides inaccurate information while the tdcardservices site provides accurate information. Since I never authorized any charges with XXXX for the amounts of XXXX, XXXX and XXXX at any time to my credit card ending in XXXX or XXXX then it is fraudulent for TD to insist on charging me for these same amounts that TD has already admitted were credits.

Company response to consumer: Closed with monetary relief