Consumer complaint received 2021-11-01
Company: TD BANK US HOLDING COMPANY
State: CA
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 have called and am now writing Nordstrom regarding a charge for an item I returned that has not been credited. I purchased 6 bras on XX/XX/2021, online at Nordstrom.com. The items were sent in 3 packages of 2 each. The first package which said it was delivered ( I get notices in my email ) did not arrive. The second and third package arrived within a day of each other. I returned the remaining 4 items on XX/XX/2021 using their Nordstrom label which I obtained from their website online following their protocol. 

I called them on XX/XX/2021, regarding the package that did not arrive and they credited my account for those 2 items. I then received a bill from them for some of the items due XX/XX/2021 so I called the credit department to check on receipt of the package I mailed but they did not receive it. They told me to pay the minimum due and wait. I paid {$38.00} on the XXXX. I then proceeded to call them on XX/XX/2021, where I got a case number and XXXX of the remaining 4 items were indeed credited in a timely manner. I called back on XX/XX/2021, when I realized that one item was not credited. I was told it would be in 3 days. I called XX/XX/2021, and was told the charge got auto denied and she would try to override it. I requested that someone contact me when this was done. I called back on XX/XX/2021 to make sure that my interest charge was reimbursed and to once again check the status of the return. The interest charge was credited but not the item. I was told it was sent to the correct department but it took 5 days from the date sent to this department to be recorded something the previous supervisor did not tell me instead assuring it would be done in 3 days. I doubt she knew of this 5 day time frame. This time I was again reassured I would be credited on Friday XX/XX/2021 by XXXX XXXX. I wasn't. 

It is XX/XX/2021 and my credit card once again is due on XX/XX/2021 with the remaining balance for this charge. I am not paying it ( it is under {$50.00} ) and I am sending them a letter of dispute to go along with my phone calls. I will be mailing it via certified mail. I am requesting your help in resolving this issue. 

The surprising thing about this is XXXX had a stellar reputation or so I thought. I am quite disappointed in their inability to get this done and their continued statement of another 3 or 5 days. XXXX on the other hand credits me without documentation and only my word. I buy a lot from them but still I believe that is their policy and probably why people purchase from them. They credit once they receive information from the carrier that the package was sent. Why can't other companies learn from this practice? They have great customer service. Nordstrom not so much and their reputation has not only a blemish but a huge spot on their record and it would take a lot for me to order from them again.

Company response to consumer: Closed with monetary relief