Consumer complaint received 2022-09-21
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
To whom it may concern, This is a Chronology of the incident : Im writing in hopes you can help resolve an issue I have had with XXXX and " XXXX XXXX '' ( TD Bank ) and a fridge I refused to accept delivery of. 

XX/XX/XXXX Ordered a fridge online at XXXX XXXX XXXX XXXX XXXX XXXX XXXX 3 Door French Door Refrigerator XXXX XXXX Delivery date : XX/XX/XXXX On th same day, I cancelled the above order as it wasnt clear what payment method the site had opted us into. Called to confirm we could apply for the XXXX XXXX 0 % option. 

Filled out the XXXX XXXX application Same day Re-ordered the same fridge after going step by step through the purchase funnel, taking screenshots of each page for records. 
XXXX XXXX Delivery date promised : XX/XX/XXXX To use their 0 % interest XXXX XXXX XXXX XXXX plan We are still unclear as to how, when, and where we will be making payments to XXXX XXXX, and call to ask XXXX they tell me that I will not be charged until I physically take delivery of the fridge, after which I will have about a month to make my first payment ( so that would be around XX/XX/XXXX by my calculations ) At some point ( don't have an exact date, but happens between the date we made the purchase online and the expected delivery date ) we get ( what turns out to be a bill for our first finance payment from TD bank ), but we ignore it because of what XXXX told us above. 

XX/XX/XXXX I call XXXX XXXX, the company responsible for physical delivery to my home address, XXXX, to confirm delivery the next day, and their system confirms it. 

XX/XX/XXXX in the morning, I get a text from XXXX saying that I need to reschedule my delivery date Later that morning they text to tell me my delivery date is now XX/XX/XXXX We decide to cancel the order and get a fridge elsewhere. 
We contact XXXX to ask how to facilitate the cancellation, and they tell us that we have to wait for them to deliver it, and then we refuse delivery. Thats the way their system works is the explanation I am given every time I ask about this awkward process. 

( In the interim, we buy and have delivered, a different fridge from XXXX XXXX ) XX/XX/XXXX XXXX  arrives at my house the morning of XXXX, and as I was instructed, I tell them I refuse to accept delivery. 
I contact XXXX to confirm that I dont have anything else to do except wait for the cancellation. ( XXXX is responsible for returning the fridge ). When they receive the fridge, XXXX can start issuing all the necessary paperwork to cancel the order. 
I go through the XXXX related documents and see that the TD Bank XXXX payment is due XX/XX/XXXX, so I call them to tell them what the situation is, the TD Bank rep recommends we make the first payment, we can dispute that later for a refund. 
So we make that payment then enter a dispute with them about all of the charges ( for a fridge we dont have ) they also say that they start billing when I make the purchase, not when I take possession of the fridge, which is counter to what XXXX told me. 

XX/XX/XXXX I get an escalation number from XXXX, I tell them TD Bank ( XXXX XXXX ) has already charged us for a fridge we dont have, and that now I am losing money because of their errors, and they issue escalation # XXXX to get this looked into, they tell me to call back in 72 hours XX/XX/XXXX I call to check status, they check to make sure that XPO is scheduled to return the fridge. Tell me to wait 3-5 business days. 

XX/XX/XXXX I call XXXX back, they are still looking into it, tell me to wait until XXXX XX/XX/XXXX I call XXXX back, they say I should get a text back from them within 72 hours ( I did not ) A new escalation # XXXX XXXX is issued Tell me to wait another 72 hours Some time in early XXXX, XXXX Early XX/XX/XXXX we get a letter ( dated XX/XX/XXXX ) from TD Bank saying they resolved my dispute- XXXX sent them confirmation that I *did* receive delivery of my fridge, ( there is no date, no signature, no proof I did anything of the sort in the screen shot they provide as proof. ( THERE IS NO PROOF, BECAUSE I DIDN'T GET THE FRIDGE ) and that they will start demanding I make payments ( again, on a fridge I did not receive ) I am now forced to continue to make payments on a fridge I do not possess if I dont want this ruining my credit rating. 

XXXX I call TD Bank and essentially told them everything that happened above, but at this time said another appeal would be useless if XXXX keeps sending them the patently wrong information. 
XXXX not only has to tell TD Bank that they should refund all of my money, including any and all fees I might have been assessed during this time. 
They should also tell TD Bank that I did not make a false claim of non delivery, and that they need to retract any such statement they may have made to the credit bureaus in this matter. 
I am sure I am not the only person who got the runaround like this from XXXX, someone should audit their systems. I personally believe they were not being malicious, their systems and processes are just so bad and incompetent that one side of the business does not know what the other side is doing. 

XX/XX/XXXX I checked my XXXX account today, and it notes that they " did not receive their fridge back '' ( see above, this is not my problem, I never accepted delivery of this fridge ) This complaint is about XXXX XXXX ( TD Bank ) as it is under the purview of the CFPB, but it really is about XXXX in general, TD Bank is just a third party in my mind, and they are getting INCORRECT information that is hurting my wallet and if I let it, my credit scores too. I am hoping that the CFPB can do something about this matter, but if there is another agency/department that I can make a complaint to, I would appreciate that information. 

Please note that I will be attaching screenshots and documents to this complaint. Many of them say " I received the fridge '' or " we didn't get the fridge back '' but those are XXXX 's problems, NOT MINE -- I refused to take delivery of the fridge, per THEIR INSTRUCTIONS TO ME, and I ALLOWED THEIR expediting company to return the fridge back to their Warehouse PER THEIR INSTRUCTIONS, as I NEVER TOOK DELIVERY OF THE FRIDGE, so could not have been responsible for returning it on my own dime. I have gone above and beyond all reasonable means to accommodate them, because obviously their internal systems and processes are awful, but now we are financially being penalized for their incompetence, and I need this resolved to my satisfaction. 

I am also enclosing a receipt and pictures of the new XXXX XXXX we bought and installed between the time we ordered the XXXX XXXX and when the XXXX fridge was supposed to finally be delivered.

Company response to consumer: Closed with monetary relief