Consumer complaint received 2021-02-04
Company: TD BANK US HOLDING COMPANY
State: NM
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:
Following XXXX Friday, XXXX XXXX was having a promotional sale for 0 % interest for qualifying applicants. I applied for the financing since I had been wanting a XXXX machine for about 2 years. After being approved by the credit card company ( TD Bank ), XXXX  XXXX could not find my information and would not complete my order. I attempted to order through the website multiple times but kept being unable to complete the order since my account could not be found by XXXX  XXXX. I attempted online and over the phone purchase for about 5 days, I believe. 

Finally, I sent an email on XX/XX/XXXX, stating my complaint that I had applied for and been approved for financing and that, through no fault of my own, I was being denied the good being advertised. The following day my order was completed almost without issue. I received email confirmation on XX/XX/XXXX, that my Rowing machine was ordered. In total, that transaction, the only transaction I authorized on this card, was billed at {$990.00}. That is the only amount I authorized. 

On XX/XX/XXXX, I checked my online account through TD Bank for my XXXX  XXXX credit card. I noticed a charge made on XX/XX/XXXX ( XXXX ) for {$1800.00}. I called to dispute the charges and was told that they would freeze or close the account. I told them that the one and only purchase I intended to make on that card had already been made. Nevertheless, currently, my online account through TD Bank shows that the order from XX/XX/XXXX processed on XX/XX/XXXX, the day AFTER I disputed charges. 

Furthermore, I again checked my account on or around XX/XX/XXXX. I noticed a charge for roughly {$300.00} on XX/XX/XXXX, at that time. I again called and disputed the charge and asked why my account was not closed. I was told that while the disputed charges were being investigated, I could not close my account. I asked how long that would take and was told there was no way of knowing and I needed to wait it out. I do not know what the exact purchase price for the unauthorized charge on XX/XX/XXXX because the website TD Bank uses for online access to users accounts no longer reflects that charge. In fact, both my statements from XX/XX/XXXX and XX/XX/XXXX state there are no transactions and I am unable to access them. The only charge that still shows online is the XX/XX/XXXX fraudulent purchase with a reference number, which I can provide upon request. And yet, my total balance is currently {$3000.00} despite the fact that only {$990.00} was authorized by me. 

No statements are available online. I made a {$100.00} payment on XX/XX/XXXX and enrolled in auto pay so as not to miss any payments. That is recorded online, thankfully. However, this is frustrating because my monthly payment amount is higher than what I contracted for when I applied for the financing for my single purchase of one piece of equipment. My credit utilization is high enough to hurt my credit score. Further, I am uncomfortable with my bank account information being shared with an entity, which frankly I believe mishandled my personal information in the first place, leading to someone else utilizing my card without my authorization. Additionally, the online account is as bare as possible with unusable features and inadequate access to MY financial information. That same entity is taking quite a while for what should be a simple investigation. Where was the other equipment shipped? I can promise you it was not to my house or anyone I know. 

I called TD   Bank once again on XX/XX/XXXX because I noticed that the XX/XX/XXXX charge of ~ {$300.00} was not marked as disputed as I had requested. I asked when I could expect an update on the investigation and was told that early XXXX would be when I could expect to hear back. I subsequently received a mailing, dated XX/XX/XXXX that my disputes were still being investigated. I opened that piece of mail today, which is what is prompting this complaint. I think it is worth mentioning that while I've been concerned enough to call TD  Bank multiple times, I have not once been contacted during the course of their " investigation. '' I will never be using TD Bank again, nor will I purchase subsequent equipment or other services from XXXX XXXX. This entire interaction, from beginning to end, has been shady, unprofessional, and entirely mishandled from both TD  Bank and XXXX  XXXX.

Company response to consumer: Closed with monetary relief