Consumer complaint received 2019-05-09
Company: TD BANK US HOLDING COMPANY
State: NY
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX I went to the Nordstrom Store located XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX, to make a purchase. I did not have my credit card, so as usual, I gave the cashier my license and SSN to look up my account in their system to pay for my items. When she got my VISA Nordstrom Credit card number and tried processing the payment, I was told my card was declined. I was in disbelief because I know that I had not used my card since XXXX of XXXX. The cashier got on the phone with a Nordstrom CSR and that is when I was told that my card had 26 fraudulent transactions on my credit card totaling up to about {$9500.00}. Not once did Nordstrom reach out to see if it was actually me, considering that the person went over my credit card limit of {$7300.00}. Had I not gone to the store that day to make a purchase, I would not have known until I received a statement in the mail that these transactions were on my credit card. The CSR rep, while he had me on the phone, reported all of those transactions for me as fraud and then I was informed that an investigator would be contacting me. On XX/XX/XXXX I received the affidavit from Nordstrom, with all of the transactions from XX/XX/XXXX XXXX XXXX, XXXX, filled it out and sent a copy of my drivers license back to Nordstrom . I asked if I need to file a police report and they told me it was not necessary so I did not. On XX/XX/XXXX, dated XX/XX/XXXX received a correspondence from Nordstrom stating that my claim is false and that I would be held liable for those charges, they reapplied all of the conditional credit from XXXX back to the new credit card that was sent to me. I immediately called Nordstrom to speak with the investigator, he was not in, but i asked another rep how was that conclusion made. I was able to get a little bit of information that they used my drivers license picture, from when I was XXXX, I am now XXXX, to match the person on the surveillance camera who they told me was wearing a baseball cap. They also informed me that the transactions were made during the hours of XXXX, and I have full time job that can confirm the days those the transactions were made. If Nordstrom just did a comparison on the surveillance from the date those transactions were made and me actually being in the store on footage on XX/XX/XXXX they would know that it was not me. However, when I actually spoke to the investigator the following day, he was very tight lipped -- did want to disclose anything to me but told me that their panel concluded it was me so therefore I will be liable for those charges. Nordstrom did not even want to hear me out, didnt ask me to send and current picture of myself, didnt ask to see if I can actually verify if I was there ( I am a XXXX employee ), there was one transaction with a XXXX bill that was paid ( I dont have XXXX ). I believe that Nordstrom used the fact that it was a XXXX female on the footage so therefore it was me. Since I now felt like I had to do my own investigation, I filed a police report so that the detectives can investigate because Nordstrom told me they could not send me any of the footage, that it would have to be subpoenaed by the police department. I sent Nordstrom a letter telling them I did not agree with their decision on XX/XX/XXXX and they should re investigate -- they responded XX/XX/XXXX that my claim was false and that I would have to pay for it. I am writing because I feel like I have no other choice but to reach out for some external assistance because I am innocent. I have never put more than 1-2 transactions per year on my Nordstrom Card for the 4 years that I have had it and now I am being held liable for {$9500.00} worth of charges that were made in 4 day by someone who stole my credit card. Nordstrom not ONCE contacted me to see if those transactions were in fact made by me. I have taken pride in maintaining my credit score, since I was XXXX years old and never have I been in a situation like this. I have been physically sick over this because I feel like I was not given a fair investigation.

Company response to consumer: Closed with explanation