Consumer complaint received 2023-02-02
Company: TD BANK US HOLDING COMPANY
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit 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:
XXXX XXXX XXXX I received a refrigerator that I had ordered from XXXX XXXX XXXX XXXX XXXX, PA. When received and placed in my kitchen the refrigerator had several scratches, dents and a screw drilled through the appliance. I refused the delivery, but the drivers spoke little to no English and still left the appliance ( I did not sign anything ). I immediately called the store and spoke to a woman who asked me to text her pictures of the damage. Once I sent her pictures, I had to follow up several times over a two-week window. My last follow up I was advised that a check was mailed to me for a 15 % discount. I stressed again as I had been that I don't want the fridge. The {$250.00} dollar discount does nothing for me, I do not want the fridge and at this point the {$250.00} barely covers the warranty I paid for that is now void because there is a screw drilled through the appliance directly into the product. 

The first dispute with the credit card company XXXX I was told was not in my favor because I was offered a discount, which I never got or agreed to. My statement reflects no discount, and I never received a check. This discount does nothing for me, I want a functioning new fridge that I paid for and expected to get. After that dispute I was told to file another dispute, so I did. After I submitted the second dispute and paid a minimum due of {$77.00}, I started to get statements reflecting a negative balance, total credit limit of $ XXXX available credit {$10000.00}. The statement also reflected a previous balance of {$2100.00} and a credit/refund of {$2200.00}, balance- {$77.00}. Once I received this statement I called and spoke with a woman with XXXX who informed me that my statement is showing a negative balance because the dispute was found in my favor. Several months I continued to get a statement with a - {$77.00} balance up until now, now I have a statement for the full amount again of {$2000.00}. When I call XXXX I no one can tell me anything and instead I am referred to a XXXX immediately. I sat on hold for over 45 minutes while an associate tried to find notes as to why the dispute was in my favor previously but now, I am being charged again. All the associates could tell me is that the dispute was found in the merchant 's favor, but no details as to why or why it changed after several months. 
How is XXXX in the right when they literally have done nothing to make this right? I rejected the delivery, and the damaged appliance was left. No one has tried to help me or return my calls- the company is nonresponsive. They even lied and said they sent me a check for a discount, never received even if I was willing to accept the discount. 

Why is this credit card company not helping me? Why was it resolved and i was credited the purchase and then it was reapplied months later? 

I need help resolving this, it is not fair that i am stuck with a damaged appliance when i paid for a new one. This refrigerator does me no good especially with a screw drilled through the appliance.

Company response to consumer: Closed with monetary relief