Consumer complaint received 2020-09-07
Company: TD BANK US HOLDING COMPANY
State: NJ
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:
I am writing to file a complaint against TD Card services for falsely claiming to thoroughly investigate my dispute and finding in favor of a fraudulent company. 

On XX/XX/2020, I purchased what I believed to be authentic wireless XXXX  headphones for my XXXX year old son. I should have known the price was too good to be true, but the site claimed these headphones were real XXXX. The site goes by XXXX, uses the XXXX XXXX XXXXXXXX XXXX XXXX, and photos and descriptions of XXXX products. The site has the real XXXX  price crossed out and the discounted price of {$69.00} listed. 

After I made my purchase, I decided to look into this company. Something didnt seem right. It did not take me long to notice this company is a scam. On the websites contact page, there were many misspellings ( for example, address was spelled adress ). The address, XXXX XXXX XXXX XXXX, XXXX, Louisiana, XXXX, USA,  is not a real address.The phone number is not legitimate either. I tried calling the company to cancel my order, but the phone number was constantly busy. The site claims fast free 2-day delivery, but the company took a week to supply a tracking number, and then I saw the product was being shipped from XXXX.I did more research, and found XXXX to be listed on sites that report scams. I also found an abundance of complaints and warnings against this company. The company has since changed their name to XXXX and they seem to change their name every couple of months, On XX/XX/XXXX, I contacted TD Card services to dispute the charge. TD Card services told me the payment was still pending and that it needed to post before I could file a dispute for counterfeit merchandise. On XX/XX/2020 I filed a dispute for {$69.00}. 

The headphones were shipped from XXXX, XXXX, on XX/XX/2020 and arrived to me on XX/XX/2020. I did not open the package and refused it. The package was returned to XXXX, XXXX, on XX/XX/2020. 

On XX/XX/2020, TD Card services called me to ask if I received this package. I told them that I refused the package because the headphones are counterfeit, and that the package was received by the XXXX company on XX/XX/2020. I gave TD Card services the tracking number so they could investigate further and see that the item was returned. 

Four days later, on XX/XX/2020, TD Card services sent me a letter rejecting my dispute and finding in favor of this scam company, claiming they were able to get in touch with the merchant and that I received the product I ordered. The {$69.00} was charged back to my account. 

I called TD Card services to appeal their denial of my dispute, and was told that it is up to the investigator to open up the case again. The representative would not let me speak to an investigator and said there was not much more that could be done. 

I am filing a complaint against TD Card services for claiming to investigate thoroughly and properly. I find it hard to believe that they were able to contact the merchant when I was not able to do so with a false phone number and address. TD Card services simply asked me if I received the merchandise, ignoring the information that I gave them about returning the merchandise and providing proof of receipt of the return with a tracking number. They allowed this scam company to keep my money, and I am now without the merchandise and at a loss of {$69.00}.

Company response to consumer: Closed with monetary relief