Consumer complaint received 2017-09-30
Company: TD BANK US HOLDING COMPANY
State: ND
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:
This is in regards to Target XXXX XXXX. I made an online purchase XX/XX/XXXX for a XXXX XXXX. After my RedCard discount the amount came to XXXX. Later received an email stating my item was ready to pick up. On XX/XX/XXXX at XXXX my card was charged a second time. The boy at Customer Service said they were having an issue connecting to their online system so he ran the purchase through their register and assured me I was only going to be charged once. Later that evening I received a notification that my online order was picked up and account charged. I went online and found two transactions for one item. I immediately called Target Customer Service Line. There a man whose name I did not get assured me, I was not charged twice those were just transaction lines and I needed to wait for my credit card statement. They do n't double charge and I would only see one charge. When I logged in online in the middle of XX/XX/XXXX I saw the two lines were still there and sent a message through their website. I received a response asking for my transaction number. It 's then I realized my new statement had not posted so waited. When I received my email notification that my new statement was available I logged in and there were two charges for the ONE product I bought. I called their customer service line and kept telling my ordeal. Was finally informed the Dispute Department had closed and I 'd have to wait until Monday. I called again on Monday and eventually spoke to XXXX who assured me she saw what I was talking, apologized that it was n't taken care of and she could n't understand why I had the employee at the pick up counter run my card again. As if it was MY fault. I demanded this be resolved immediately as it had been a month with assurances and I better not get charged interest. XXXX explained she was going to get everything taken care of, not to worry, it would post within 24-48 hours. I explained that was great because then I 'm paying off the card, closing the account and not shopping at Target again. That was Monday XX/XX/XXXX. It is now Friday XX/XX/XXXX and I logged in to pay off the card as promised. The charges are still BOTH on my account. No credits. I called, spoke to Floor Supervisor XXXX employee number XXXX. She listened to my issues, placed me on hold and was supposed to transfer me to disputes. I was then told she could see where XXXX my Case Worker placed the request to remove a charge but it was up to the STORE to respond and take the credit off. They wo n't take the charge off without the store 's response. The store is located in XXXX XXXX, ND. So then I called the local store and asked for the manager. I spoke with XXXX who said I 'd " Like need to talk to XXXX cuz he 's like the manager of the whole front end. They 've never heard of such a thing with the store having to take a charge off a credit card ''. So I found out XXXX will be on shift at XXXX Saturday XX/XX/XXXX and the store opened at XXXX. XXXX took my phone number and name and I explained I would be at the store at XXXX with my receipt, the product and I would like credit for the over charge and return the product as I was done with these issues and Target. I then called the direct number for Dispute Department given to me by XXXX. The woman who answered took my information and transferred me to XXXX, I of course got voicemail. So I left a VERY terse voicemail that I was filing a complaint with you. I keep getting the run around. Surely Target has a sophisticated enough system to identify and admit I was charged twice for one item. Yet not sophisticated enough to actually provide the consumer with a credit after going around for a month, every person I talk to assured me I was n't charged or they were going to take care of it. Yet here I am a month later and nothing has been resolved. XXXX at the store even told me I had to call the credit card company to place the dispute. I found that ridiculous especially since I 'd already told her twice it was my Target RedCard and that the Dispute Department said they needed to take care of it at the store level. Of course, XXXX never contacted me to tell me they were placing the blame and responsibility back on the store. She 's blamed me, now the store. This is theft as they still expect payment from me, without resolving the charge and almost half my account balance is related to the dispute. I owe XXXX that includes the interest incurred on the TWO charges. The charge was XXXX twice. Nearly half my bill as stated. I am the victim. They are not actively doing anything to fix this issue. They like to use the term Guest rather than Customer, which I find ironic as no one I know would treat a guest this horrifically. I want this resolved and yet it appears as though Target does n't by their lack of response and empty promises. All they want is for me to pay them money. I even told them I was filing a complaint with the CFPB and they acted as if it did n't matter. Maybe they thought I would not follow through. I truly hope someone will do something about this and respond to me. I need someone to act.

Company response to consumer: Closed with monetary relief