Consumer complaint received 2015-08-06
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX XXXX, 2015, I made an online purchase for a professional exam review course from what appeared to be a reputable website XXXX BBB logo was displayed ). Instead of the review course, I received used and outdated books, and merchant was slow to respond. I disputed the charge with my credit card company, TD Bank. TD Bank was not helpful ; nothing was done by the bank to resolve the dispute, and the disputed charge was not reversed. After repeated calls, TD Bank told me I would need to fill out a dispute form, which they would send via USPS mail service. They refused to send the form to me electronically. After waiting a week for the form to arrive, I called again, and was told the form had been mailed, and would take XXXX business days to arrive. When it did not arrive, I called again, and was told it had only just been mailed. From the time I first learned about the dispute form, it took about XXXX weeks - and multiple phone calls to TD Bank - before the dispute form arrived. 

While TD Bank was doing nothing to help with my dispute, I continued attempts to work with the merchant, and on XXXX XXXX, 2015, the merchant stated in an email, " I instructed our Finance department to put the refund through. It usually takes XXXX business days to process and show your account. '' The credit was never posted to my TD Bank credit card account. TD Bank was provided with a copy the email communication from the merchant, along with TD Bank 's dispute form, returned to TD Bank via priority mail service on XXXX XXXX. On XXXX XXXX, TD Bank acknowledged receipt of the email documents ( receipt date was said to be XXXX XXXX ). On XXXX XXXX, the documents were resubmitted via fax, at TD Bank 's request. As of XXXX XXXX, 2015, TD Bank has still not credited my account for the disputed charge, and representatives - even supervisors - are unable to provide information about the reason for the delay. When the dispute was first made in XXXX, I was told it could take up to XXXX days to resolve. By XXXX, TD Bank said it could take up to XXXX days to resolve ... and this is after the merchant acknowledged that a credit was due. 

TD Bank billed a late fee to my account while the dispute was pending. They did say it will be reversed, but this required another hour on the phone with them. ( I have always paid legitimate charges before their due date. ) Meanwhile, on XXXX XXXX, multiple fraudulent charges appeared on my TD Bank credit card account. I strongly suspect the scammer-merchant sold my account information. I noted the charges the day they were authorized ( while checking my account online to see if the disputed charge had been credited ), and called TD Bank immediately. TD Bank did not advise me to file a police report, nor did the bank advise me about placing a fraud alert on my account with the credit bureaus. Fortunately, a Google search did. I filed police reports with both my local police and police in the state where the charges were made, and a detective was able to obtain video of the fraudster. I also initiated a fraud alert with the credit bureaus. Although the bank was notified within hours, TD Bank did not immediately stop the charges ; instead, they posted the fraudulent charges to my account. TD Bank took over a week to reverse those charges. 

Throughout this process, TD Bank has not provided useful advice, has not adequately protected me, and has been very slow to assist in any way. My confidence in TD Bank has been seriously eroded by its handling of these events, and I am very disturbed about the level of service provided by this bank. 

At this time XXXX XXXX/XXXX/2015 XXXX, my dispute has not yet been resolved.

Company response to consumer: Closed with monetary relief