Consumer complaint received 2020-04-08
Company: TD BANK US HOLDING COMPANY
State: SC
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:
On XX/XX/XXXX TD Card Services called me to ask me about 2 charges that had been made on my account that they suspected were fraudulent. The charges were made on XX/XX/XXXX ( XXXX XXXX   {$47.00} ) and XX/XX/XXXX ( CK Dealer # XXXX {$45.00} ) in XXXX SC. I haven't been to XXXX SC in over 10 years and agreed that these were fraudulent charges. They canceled my card and issued me a new one. On XX/XX/XXXX I received a letter from TD stating that they denied my fraud claim and deemed that these charges were not fraud based on my spending patterns even though I had 5 in-person transactions in XXXX, SC that day, which is over 150 miles away from XXXX. I called TD on XX/XX/XXXX and requested that someone from the dispute department call me and that they reopen my case. I was told a request to reopen my case was submitted and that I would receive a letter in the mail. On XX/XX/XXXX I still hadn't heard anything, so I called again. I asked to speak directly with the fraud department and was denied. The rep told me she would put in a note for someone to call me and it could take 3-5 days if they chose to call me. On XX/XX/XXXX I still hadn't heard anything, so I called again. I asked to speak with a rep and was denied again. I was told that it hadn't been 5 business days, so I just needed to wait. On XX/XX/XXXX I still hadn't heard anything, so I called again. Same thing ... was told they put a note in the system for someone to call me. On XX/XX/XXXX I called again. I asked to speak to a supervisor. She couldn't help me. She put a note for management of the fraud department to call me since no one had reached out previously. On XX/XX/XXXX I still hadn't heard anything so I went into a local TD bank branch. I explained my situation to one of the bankers. She called TD card services on my behalf. They wanted to speak to me ... They said that they were reopening the case and I should receive a letter in the mail. On XX/XX/XXXX I hadn't received any letters or any phone calls so I went back to the local TD bank branch. I explained my situation to a new banker since the original banker I had spoken with was busy. The new banker called TD card services on my behalf. She got very frustrated with the TD card services rep. The first rep kept telling her that they had already given me my money back ( which they hadn't ). She asked him for a date that the money was returned and the rep couldn't provide one. We were on the phone at the branch for an hour. The banker was transferred several times. Finally the last rep told the banker that my case had been resolved and a letter had been sent out the day before ( XXXX ) to let me know that it had been resolved. Today is XX/XX/XXXX and I have yet to receive any letters or communication from TD card services of any kind. In addition to this, they are charging interest and late fees on the unpaid balance, which consists entirely of the 2 fraudulent transactions. I no longer use the card and would like to cancel it but was told I can't cancel it until it has a zero balance. If they would take care of the fraudulent charges, it would have a zero balance ...

Company response to consumer: Closed with monetary relief