Consumer complaint received 2020-08-07
Company: TD BANK US HOLDING COMPANY
State: SC
Product: Credit card or prepaid card
Sub-product: Store credit 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:
Transaction Date : XX/XX/2020 Merchant : XXXX XXXX  City/St : XXXX XXXX, SC Category : Household Transaction Type : Regular Sales Draft Original Amount : {$500.00} This transaction was fraudulent and the way their alert system works unlike all of my other credit cards you don't get a text of the transaction until it post All my other cards are getting alert the minute the card is used so when I file a fraudulent claim they put the money back on my card for a couple of months then they denied the claim saying that the person used chip and pin technology so they denied the claim because I allowed someone to use my card to make this purchase I since then have filed an appeal and have attached the letter I sent them for the appealon XX/XX/2020 it's been almost 60 days and I've heard nothing from them. The card was used by a person that I had allowed to use the card in XXXX they had the card for 2 days and returned the card to me and their terms of service it says if I give someone the card I'm responsible and liable for any charges they put on the card until which time I retain the card from the person since then it looks like their terms of service have changed as far as fraudulent claims and the whole point is even if it's my responsibility they refuse to give me a copy of the transaction receipt showing that my card was present because I promise it was not and I have adamantly told them there's no doubt in my mind that my card was not you present during this transaction and I can prove it this person I believe that used the card she pretty much has admitted to it when I spoke with her in a text I can't even file charges against her because Target will not provide me with the information I need to take out of warrant I made a police report the detective wouldn't even follow up on it without me getting The information. Originally when I call a customer service and reported the fraudulent transaction immediately after I received alert that it had posted to my account the lady at customer service asked me have do you have a wallet do you use the target wallet I told her no I didn't know they had a wallet I thought she was talking about a XXXX wallet or something like that and she explained to me that they had a wallet and she said that The target wallet app was used to make the purchase. In my account online I can see the transaction and what was purchased but it doesn't give me the details like a purchase receipt would such as how it was paid for the time of the date and that information All I can get is a gift receipt which wouldn't show all that so when I asked customer service they said for some reason it's not available this is after I filed the claim I asked the woman who signatures on the paper that denied the claim about a copy of a receipt so I could pursue charges she told me I was not allowed to get that my comment to her was how am I supposed to get my money try to get my money and be responsible for this charge when I can't even get a copy of the receipt she told me only the police can do that and the police will not allow me to take a warrant if without a receipt or some sort of evidence I wrote all this in a letter and she said that I had to send the appeal letter to her which I didn't didn't seem right that she would be the one to  get the letter for the appeal and the decision that she had made. It seems that they were trying to hide something to keep from paying the claim because I met all of the terms requiring me to retain the card from anyone that I gave it to and I did she's had the card for two days in XXXX during that time she made a purchase I allowed her to make on my card she was not a girlfriend she was someone who needs some help to get some clothes so she can get a job so I helped her out she never paid me back All that's beside the point because I retained my card she apparently kept my card number and either use the wallet app like I suspect or she bought it online and used the credit card number with pin and then picked it up at the store and I feel this is the reason that they would not give me a copy of the purchase receipt because it proves that she didn't have the card. They had put the charge back on my account in XXXX without warning causing my account to be over the credit limit it was 10 days later before I received the letter saying that the claim was denied and that they charged my account back as soon as I found out I paid the balance down below to get below the limit to get below my limit I left four messages for the lady 's name that was on the letter. In the meantime I had made four or five calls to customer service speaking to the same woman two of those times who told me the entirely different process that made no sense that I had to appeal it and she gave me some address somewhere else both times I was driving and I wasn't able to write the address down And then finally after I left the detailed message for the lady who had signed the letter call me back and insisted that the pin and chip technology was used card present I assured her it was not and assured her that I could prove that it was not I have three witnesses who want a fishing trip with me during this time during the time of the transaction during the time of the posted of the transaction over a four-day period and they know I had my card in my pocket cuz when I got the alert I was angry about it and pulled the card out of my wallet right then The only card I've ever been issued was she refused to listen and told me to file an appeal and send her the pill letter and that's what I did I have a copy of that letter which I'm going to attach I don't have a purchase receipt or any of the other stuff cuz they won't give it to me.

Company response to consumer: Closed with monetary relief