Consumer complaint received 2016-10-25
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
Fraudulent Transaction Description ( Summary ) - We were involved in a fraudulent transaction ( rented a property for the weekend ; without our authorization the owner canceled the reservation and we never got a refund ; see detailed explanation below ) - We disputed the charges / situation with the owner of the property and the company that provides the renting platform ( XXXX ) - XXXX recommended that we file a complaint with our Credit Card Company / Bank because they do n't get involved in any type of disputes - We filed the dispute with our Credit Card Company / Bank ( TD Bank / TD Card Services ) Complaint about TD Bank ( XXXX Card Services ) ( 1 ) The card issuer, TD Card Services, did n't provisionally credit the disputed charges ( breaking their Zero Liability Policy that is stated in the TD Personal Card Agreement ) ( 2 ) The card issuer, TD Card Services, did n't perform a thorough investigation - Since the day the case was opened and I sent all the required back up information, I pretty much called every week to find out the status of my case - For more than two months, TD Card Services would n't provide an update - Finally, when I called again in the week of XX/XX/XXXX ( they basically realized it had been over two months ) they looked at my case and shortly after reviewing it, told me that it was rejected - I waited for over two months for them to perform an investigation and mysteriously, when they realize my case is past due, they complete / close an investigation in a matter of minutes and do n't provide a refund ( 3 ) The card issuer, TD Card Services, did n't complete its investigation within two complete billing cycles of receiving the dispute - Case Opened : XX/XX/2016 - Case Closed : XX/XX/2016 - Billing Cycle : Closed on the XXXX of every month Fraudulent Transaction Description ( Detailed ) - On XX/XX/2016, rented a property through XXXX for a weekend stay from XX/XX/2016 to XX/XX/2016 - Had some unforeseen events and aware of the 30 day cancellation policy, we inquired about a potential cancellation and kindly offered to discuss the alternatives with the rental owner as stated in the XXXX website - Without consulting us, the rental owner took the executive action of cancelling our reservation and informed us about the partial refund he would provide - After seeing the unauthorized actions taken by the rental owner, we immediately reached out to him and clearly pointed out that we did n't agree on the cancellation / partial refund and kindly offered to discuss other potential solutions - The rental owner was really unresponsive and even though we sent multiple emails kindly requesting to jump on a call to discuss the situation ( asked 3 times ) and offered potential solutions ( we even mentioned that " fewer of us might end up going '' ), the rental owner replied 2 times informing us about the actions he had taken and never accepted our request to discuss the situation over the phone or offered to jump on a call with us - We finally got onto a phone call with the rental owner on XX/XX/2016 ( approximately 5 days after our first email ) and after discussing the situation, the rental owner told us that he would refund us the full amount - Unfortunately, the rental owner later on sent us an email telling us that he had reversed his course and that he would n't refund us because of the policies - In the final email to the rental owner, we clarified that we were not arguing against the policies ( which we were aware of and stated in our first email ), but that we were arguing against the executive action he took to cancel our reservation when we DID NOT instruct him to do so and highlighted that IF WE WANTED TO CANCEL the reservation, we would have done it from our end, following the instructions offered by XXXX - We filed a complaint with XXXX and they recommended that we file a complaint with our Bank

Company response to consumer: Closed with monetary relief