Consumer complaint received 2017-11-17
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
To whom it may concern. 

OnXX/XX/XXXX, I contacted my bank, TD Bank to dispute {$170.00}. The charge was with XXXX XXXX, hotel reservation at " 10min to XXXX XXXX '', XXXX. As of today, my bank failed to help me with the dispute. 

On XX/XX/XXXX, I contacted the property manger as stated on XXXX website to cancel my reservation. Few days later, XXXX/XXXX/XXXX, I called to check the status of my cancellation. They said they couldnt reach the hotel. I have to call the hotel to cancel directly. Same night, I called, XXXX, the hotel to cancel my reservation. The hotel put me on hold, then, hangs up on me. Right away, I called the hotel. They put me on hold and hang up on me, again. Same night, I called my bank, TD Bank to begin the dispute process. I started my dispute from XX/XX/XXXX till today. During this time, TD Bank cancelled by dispute twice. The first time they cancelled my dispute without a reason. The second time they cancelled because I did not submit my documents. However, I did submit my documents within TD Bank given time frame. Within few days after they cancelled my dispute, they received my documents. Today, TD Bank said, I have to settle the problem with the merchant myself. 

As stated on XXXX website, I can get full refund if I cancelled by XX/XX/XXXX. I tried to cancel my reservation on XX/XX/XXXX. I started my dispute with TD Bank on XX/XX/XXXX. TD Bank should have efficient time to help me with this dispute. 

Below, I record the best I can of my communication with the hotel to cancel my reservation and my communication with TD Bank about the dispute. 

XX/XX/XXXX : XXXX XXXX The case # : XXXX I called the property manager to cancel my reservation. The phone number was XXXX. 

XX/XX/XXXX : XXXX XXXX The case # : XXXX I called the property manager to check the status of my cancellation. The operator said, they cant reach the hotel, thus, I have to call the hotel myself to cancel my reservation. Same night, I called the hotel directly to cancel my reservation. I explained that I would like to cancel my reservation and the operator put me on hold to bring up my records. During the hold time, they hung up on me. This happened twice ; same night. 

XXXX XXXX Since the hotel hung up on me twice, I called TD Bank to dispute the {$170.00} charge. 

At TD Bank, I spoke to XXXX ( from Georgia ) to dispute the charges of {$170.00}. 
His employee ID # XXXX. 
XXXX said, he would submit my dispute. 

Approximate XX/XX/XXXX : I received a letter from TD Bank that my dispute has been cancelled. I called TD Bank to learn more but no one can explain why the dispute has been cancelled. The operator offered to reopen the case. 

XX/XX/XXXX : Approximate XXXX XXXX XXXX I called TD Bank to check the status of my dispute. The operator said the dispute has been cancelled. She cant offer an answer. I request her manager to call me to explain further. 

XXXX XXXX : A superviser, XXXX ( spelling ) called me. 
Her employee ID # : XXXX She said she would look into the case and call me back within 3 business day. ( She never did call me back. ) XX/XX/XXXX XXXX XXXX I called to TD Bank to check the status of my dispute. The operator, XXXX, has no updated info to offer. 
Her employee ID # : XXXX XX/XX/XXXX : XXXX XXXX I called to TD Bank to check the status of my dispute. The operator, XXXX, has no updated info to offer. 
His employee ID # : XXXX XX/XX/XXXX : XXXX XXXX I called to TD Bank to check the status of my dispute. The operator, XXXX, said, a letter from TD Bank has been send out to me on XX/XX/XXXX about submitting my documentations. 
Employee ID # : XXXX XX/XX/XXXX, night I received TD Bank letter requesting documents needed for my dispute. 

XX/XX/XXXX, afternoon : I mailed my documents with TD Bank envelop provided. 

XX/XX/XXXX, morning hours I received a called from TD Bank that they havent received my documents yet. The operator gave me a fax number to fax in my documents. 

XX/XX/XXXX afternoon I faxed my documents to TD Bank. 

XX/XX/XXXX. XXXX The night before, I received a letter from TD Banking about cancellation of my dispute, again. I called to asked about why the dispute is being cancelled again for the 3rd time. 
I spoke to XXXX, her employee ID # XXXX. 

XX/XX/XXXX, Lunch time I called to check the status of my dispute ; XXXX said they minimum 10 business days to review the case. 
I requested the manager to contact me. 
I spoke to XXXX and she said she has no ID #. 

Right after I hang up with XXXX, I called TD Bank again to check the status of my dispute. XXXX put a note on my account to have the manager to call me. ( Manager never called. ) XXXX ID # : XXXX. 

XX/XX/XXXX, XXXX XXXX I called to check the status of my dispute. I spoke to XXXX. She said they received my documents. My paper work has been elevated to the manager to be review for case to be re-open. 
XXXX ID # XXXX XX/XX/XXXX, lunch time I called to check the status of my dispute ; no updates yet. 
I spoke to XXXX ; she said she has no ID #. 

Right after I hang up my phone with XXXX, I called TD Bank again. I spoke to XXXX and her ID # is XXXX. 
XXXX said my case has no updates yet. They need 10 business days to review my paper work. 

XX/XX/XXXX, XXXX XXXX I called to check the status of my dispute. XXXX said since my case had reopened before, they will not reopen the case again. I have to resolve the problem with the merchant myself. XXXX said she has no ID #. 

Right after I spoke to XXXX, I called TD Bank again. XXXX confirmed XXXX info that TD Bank will not reopen my case. XXXX ID # XXXX.

Company response to consumer: Closed with monetary relief