Consumer complaint received 2020-11-28
Company: TD BANK US HOLDING COMPANY
State: CT
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On approximately XX/XX/2020 TD Bank contacted me to ask if I had authorized 41 charges totaling approximately {$3300.00}. I informed the caller that neither I nor my wife authorized the charges. 
I was told the charges will be sent to the dispute department and that a fraud investigation would take place. In XXXX I received mail postmarked XX/XX/202. It contained a letter from TD Bank dated XX/XX/2020. The letter stated that they attempted to reach me by phone and in writing to obtain necessary information. Any phone calls that TD bank had made to me were not described in caller ID as coming from TD Bank. Therefore being elderly and with the elderly being subject to scams I do not answer phone calls or listen to voicemails from callers who can not identify themselves as being legitimate. TD Bank did not make it clear that it was anyone from TD Bank trying to contact me. These are safety measures that I and most reasonable individuals will take. 

They also stated in the letter that they attempted to get in touch with me in writing, however this is not true. There were no mails nor emails sent to me regarding the matter between the initial report and the letter I received in XXXX. The letter stated that they were closing the matter at this time and to call XXXX XXXX XXXX if I had any questions. On XXXX XXXX, I called the # and discussed the situation with a representative. I was told that TD was trying to contact me to find out if anything that was ordered as part of the fraudulent charges were received by me in the mail. I told them that nothing was received because we did not order anything nor charge anything. I told them that they did not carry out the investigation to a satisfactory result and to reactivate the dispute and clear my charge card of these charges. TD Bank has not produced any letter or email that they claim that they had sent to me. It appears that someone at TD Bank is not being truthful about this matter. They stated they would notify the investigator. 

Prior to receiving that letter above I had called a second time and inquired as to why things were taking so long and I was told that there was a shortage of individuals due to the Covid crisis which is understandable and to please be patient on the matter. So how am I to be patient with TD Bank especially when they are not doing everything they can do to contact me. There are multiple ways to contact me. In addition to my address they have another phone # which actually was the phone that I was initially contacted on XX/XX/XXXX. It appears to me that TD was beating around the bush here in order to get to a point where they would refuse the claim. 


Again after not hearing anything from TD Bank, on XX/XX/2020 I again called the #. I was told that the investigator is not going to reopen the case. I talked with a supervisor and told the supervisor to have the investigator reopen the case. The supervisor stated she would do that. I again called on XX/XX/2020 to find out the progress and was told that it will take longer due to the current slowdown. 

After not hearing anything for almost a month I called again on XX/XX/2020 to find out the progress. 

I was told that the dispute is not going to be re-opened. I requested to get a call from a supervisor. This dragged on too long. 

The TD Bank Consumer Care USFM Fraud Agent III appears to do nothing but send requests back to individuals who continue to refuse to apply care towards their customers. There has been nothing but avoidance delays, refusals and excuses that the Covid crisis has created a shortage of individuals who can see to it that fraud is taken care of as it should be. 

I have since contacted the Ombudsman of TD Bank. 

TD did not carry out their actions in a strong enough effort to contact me and do what they should to remove these fraudulent charges from my account. These charges and any accrued interest due to these charges should be removed from my credit card account. 

TD Case # XXXX

Company response to consumer: Closed with explanation