Consumer complaint received 2023-06-09
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I am writing to provide a detailed account of the multiple issues and discomforts my boyfriend and I experienced during our stay at the XXXX XXXX XXXXXXXX XXXX XXXX from XX/XX/XXXX to XX/XX/2022. As an advocate for consumer protection, I trust that you will carefully consider the severity of the problems we faced and the hotel 's failure to address them in a satisfactory manner. 

Upon checking into our room, we immediately noticed its uncleanliness and the pervasive foul odor that lingered throughout our stay. Additionally, we were horrified to discover bed bugs in our room. This caused immense distress, as we were forced to sleep in multiple layers of clothing to protect ourselves from being bitten. The hotel 's lack of basic sanitation and hygiene was highly distressing, and despite our repeated complaints to the hotel staff, no action was taken to either clean the room or offer us alternative accommodation. This glaring disregard for guest comfort is not only in violation of standard hospitality practices but also poses health and safety risks to consumers. 

Furthermore, the hotel staff behaved unprofessionally and unsettling, making us feel uneasy and unwelcome. Their conduct tainted our impression of the hotel and raised concerns for our safety and well-being. 

Our safety concerns were further exacerbated when we discovered that our suitcases had been rummaged through during our absence. This clear violation of our privacy and the hotel 's failure to provide adequate security measures left us deeply disturbed and constantly worried about the safety of our belongings throughout our stay. 

To add to our mounting dissatisfaction, the room 's refrigerator was malfunctioning, causing our perishable items to spoil. This inconvenience caused additional stress and resulted in financial loss due to the wasted food products. 

Considering the multiple issues we encountered, it is evident that the XXXX XXXX XXXXXXXX XXXX XXXXXXXX failed to provide the level of service and quality expected from a reputable establishment. As such, I respectfully request that you intervene in this matter and support our dispute claim to secure a refund for the charged amount of {$1200.00}. 

I would like to emphasize that we have made numerous attempts to resolve this issue directly with the hotel management, but they have not offered a satisfactory resolution or displayed any genuine willingness to address the matter. As consumers, we rely on regulatory bodies such as the Consumer Financial Protection Bureau to protect our rights and ensure fair treatment. 

I have made several attempts to resolve with both the bank and the hotel. Below are the dates and details of my efforts to resolve the issue with the hotel. 

XXXX. XX/XX/2022 : On the first day of our stay, I personally spoke with the front desk staff to report the uncleanliness of the room, the foul odor, and the non-functioning refrigerator. They assured me that they would address the issues, but no action was taken. 

XXXX. XX/XX/2022 : After discovering that our suitcases had been rummaged through, I contacted the hotel manager by phone to express my concerns about the lack of security and privacy. The manager apologized but did not offer any concrete solutions or compensation for the incident. 

XXXX. XX/XX/2022 : Following our stay, I sent an email to the hotel 's customer service department detailing our experience and requesting a full refund. The email was not acknowledged. 

XXXX. XX/XX/2022 : After not receiving a satisfactory response, I made a follow-up call to the hotel 's customer service department to reiterate my request for a full refund. The representative I spoke with stated that they would escalate the issue to the hotel management for further review. 

XXXX. XX/XX/2022 : Having received no further communication from the hotel, I sent another email to their customer service department requesting an update on my refund request. Unfortunately, I didnot receive any response to this email. 

Attached are the letters i submitted to TD Bank to support claim which has not been resolved.

Company response to consumer: Closed with explanation