Consumer complaint received 2020-05-10
Company: TD BANK US HOLDING COMPANY
State: PA
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:
I am submitting a complaint about Target card services for inappropriate to timely reported unauthorized charges, for failure to conduct a fair and reasonable investigation, for failure of timely written notification of determination, and failure to respond timely to an appeal of their decision. 
On XX/XX/XXXX I checked my online Target account and saw fraudulent charges that had occurred from XXXX XXXX XXXX for a total of {$7700.00}. I had thought my limit was only {$2000.00}! I called Target card services and spoke to the fraud department immediately to report these charges as fraudulent. Additionally, I was told my limit had been increased to {$9000.00} that month. I was taken aback when the tone of claims represented immediately placed blame on me because the pin and card were used. Although I thought I had the card at home when I called to make the claim from work, I found the card was not where I had thought it was. I called to make them aware the card was not in my posession. I explained that I did not know how or when the card was lost or the pin was compromised. I also explained the last time I physically remembered using the card was in XXXX and that I had only made one online purchase in XXXX that I did not physically need the card for. Since the card is in someone's possession and they were actively using it I asked if we could put a fraud alert on it so it would be flagged the next time it was used and we could catch who has it. The representative said they wouldn't do this and the card would just be closed and declined if used again. I was issued a new card and I was credited {$7400.00} out of the {$7700.00} in charges I reported. I received an affidavit of fraud in the mail which i promptly filled out and returned listing the {$7700.00} in charges. I received no other communication from Target other than my card being upgraded to a mastercard and my monthly statements. I assumed that once Target looked in to the charges they would clearly see the pattern of spending was completely out of line with mine. I have never charged more than {$400.00} at Target on a given trip and there were multiple charges over {$1000.00}. Furthermore, there were multiple days where charges were made at 3 or 4 different locations! I was at work on these days and would have had no way of doing this! On XXXX XXXX I checked my online account and was confused to see activity that showed {$7400.00} in credits to my account, however, they were actually added to the total bill due. I called Target card services to clarify and was notified that on XXXX XXXX, XXXX they had made the determination that the original charges I reported were valid. I was extremely upset because I had not received a written letter stating this. I asked how to proceed and was informed that at the bottom of the determination letter there were instructions to appeal. I asked for the letter to be re-sent so I could begin this process. I waited for the letter that still did not come. I called multiple times receiving different answers of how to proceed. I kept being asked to clarify how my pin was compromised when I clearly didn't know! In XXXX I finally to find out that the letter had actually not been re-sent. It was re-sent and I received it on XXXX XXXX. The letter simply stated that they made the determination that the unauthorized charges of {$7400.00} ( not the {$7700.00} ) were determined to be valid because the pin and card were present. There was no information on how to appeal and there was only a phone number for the claims officer. I had already left her voice messages without response and I left her another one without response. I was finally able to get the address and fax number of where I submit an appeal to and faxed an appeal letter on XXXX XXXX, XXXX. I called to confirm their receipt of this fax and they confirmed it was received on XXXX XXXX, XXXX. I was told it would take up to 60 days to review. After 45 days passed I called to find out the status and was informed it could take 90 days! I asked to have records of these dates and my calls which they told me they could not supply despite clearly being able to reference them all in their system. I was told the claims officers are not answering calls and there is no e-mail where they can be reached. However, the few representatives I spoke with all promised they were sending emails to the claims officer to escalate the case. It is now XX/XX/XXXX and beyond the 90 days. I still have not received any communication regarding my appeal. I need this balance off of my card because it has been negatively affecting my credit score, increasing my monthly amount due, and putting a significant financial strain on me. 

I have attached my appeal letter and the XXXX XXXX statement showing the initial charges and credits.

Company response to consumer: Closed with monetary relief