Consumer complaint received 2020-07-03
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
I am writing in dispute of inaccurate charges that have been added to my account # XXXX. I had called ( not an online purchase ) XXXX on XX/XX/20 and purchased a XXXX exercise bike. I was told that if I was not happy with the bike for any reason within 30 days I could return it for a full refund. I received the bike several weeks later and although I was told it would be delivered and setup, a large box was left at my garage door for me to assemble. I spent hours ( yes, LITERALLY hours over the course of four phone calls. I have phone records to prove it ) on the phone to rectify the shipping issue. It was after four phone calls that I was issued a refund ( {$100.00} ) for the delivery charge. I proceeded to use the bike for about a week. At this time I decided that I was not happy with the product and called to arrange a return/refund. That call was not successful since I was bounced around to several departments and ultimately disconnected after 47 minutes. I then called back and when I finally reached a customer service representative I was told that the returns were handled by a different department. This time I was sent to voicemail where I left a message and eagerly awaited the return call. I did not receive a call that day nor the next and I proceeded to call again. I finally was in contact with someone from the proper department and when I explained that I wanted to return the bike, it was no problem except the company that picks up the returned equipment was extremely backed up and it would take a few weeks to pickup the bike but the return was entered into the system. After three weeks of waiting with no phone call, I decided to call back and check on the return. It was at this time that I was informed that they are still delayed in picking up the equipment and that there was a {$250.00} shipping charge to return the bike. I had informed the representative that I was never told about a return delivery charge when I purchased on the phone and had I been told of such, I never would have purchased the bike in the first place. Upon my request, the representative attempted to transfer me to a manager and I was disconnected. At this point I was not spending another 45 minutes on the phone. A few days later I received a letter from XXXX   XXXX  stating that I had missed payments, accrued late charges and this negative information was going to be reported to the credit bureaus. I called XXXX XXXX and explained the situation to a customer service representative. She assured me that the late fee would be waived and sent out a dispute form to file an investigation. I mailed out the form on XX/XX/XXXX and they received it on XX/XX/XXXX. I know this because I mailed it with USPS Delivery Confirmation # XXXX In addition, I was told by the representative on the phone that once a dispute is filed all charges ( late & interest ) as well as payments are frozen while the investigation takes place. 
On Wednesday, XX/XX/XXXX I received another strongly worded letter from XXXX XXXX about missed payments. I woke up on Thursday, XX/XX/XXXX to a notification from my credit monitoring service that they have reported it to XXXX and dropped my score 39 points. I was extremely irate and called them to explain the situation and demanded to speak to a manager/supervisor. I was told that I would receive a call back as they were not available at the moment. I never received a call and this morning ( Friday, XX/XX/XXXX ) I received another notification that they reported to XXXX and dropped that score 42 points. 
I am EXTREMELY upset with the lack of professionalism that I have received from both XXXX and TD Retail Card Services and would like assistance in rectifying this problem that could have been easily avoided.

Company response to consumer: Closed with monetary relief