Consumer complaint received 2020-11-14
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
I have explicit complaints about TD Card Services disgusting, horrendous disputes process and merely performative and nightmarish customer service. TD Bank - America 's Most Inconvenient Bank. I have a TD Credit Card and recently it has given me almost nothing but XXXX. 

This year ( 2020 ) I filed 2 disputes with TD Card Services. One dispute ( for a series of 3 charges totaling in about {$60.00}, case # XXXX ) is for an XXXX WiFi service that I neither signed up for or authorized. I have a tremendous amount of details and evidence showing that I never signed up or authorized charges for XXXX WiFi and explained the problem/reasoning in detail on numerous occasions, but TD Card Services refused to even review my valid, factual information that I submitted, continued to uphold their final decisions at my expense, and did not rule in my favor. 
I even filed a complaint with the XXXX XXXX XXXX and TD Card Services still mindlessly doubled-down on their XXXX poor decision without looking at my proof. Please read the attachment " XXXX - XXXX Complaint - TD Card Services & XXXX XXXX '' for more detailed information. Nearly all of the attachments to this CFPB complaint are for this case ( case # XXXX ) alone. 




The other dispute ( case # XXXX ) was for a XXXX XXXX product ( total price {$430.00} ). I purchased this product and I ran into issues with it after the return window ended and I was no longer able to return it. For example, the product was unable to fax like it should and the scans were often sloppy and misalignment in spite of following instructions. I almost feel like the product is not entirely as described in terms of actual functionality and performance. 
In spite of explaining this issue in detail to TD Card representatives, they told me that they would start the dispute and the merchant and TD Card Services would contact me. No one contacted me, I didn't receive anything from TD or the merchant about this matter in my mailbox, and they even randomly closed the dispute and CHARGED THE DISPUTED AMOUNT ONTO MY ACCOUNT AGAIN WITHOUT WARNING. I then call TD Card Services and they justify the charges saying that they tried to contact me and the merchant said I never returned the item even though they didn't even give me that option and I'm already past the return period. Then TD basically says " oh well you have to contact the merchant directly at this point and they rules and don't have to accept any returns. '' Damned if I do, damned if I don't. Either way, TD will side with the merchant and the merchants ' rules. TD will not go to bat for even their most loyal customers like myself. 

Both cases were closed in favor of the merchant in spite of my documentation. TD refuses to reopen both cases, especially now because " too much time passed '' or " period or window expired ''. Also while most credit card companies allow you to create or manage disputes online and submit documents via mail/online, TD doesn't. In fact, TD makes the process extremely tedious and difficult and wants you to find a way to fax or send them mailed physical copies of evidence in the middle of a pandemic. They won't update their archaic system and they don't care if there's a pandemic or not except when they are the ones making excuses for why I can't receive letters/callbacks/resolutions/etc. I told TD bank that most people do not have fax machines and working printers, most libraries and printing/faxing places are closed, and that we would be risking COVID-19 exposure if we leave our houses, but I was still told that those were my only options. UNBELIEVABLE! 

I also had too many representatives AND supervisors ( I wasn't able to speak with supervisors before today ) saying they completely understand my problems, yet do nearly nothing to fix them. Outside of representatives and supervisors in both customer service and dispute departments, they would not allow me to speak to management, escalations, investigations, executive, and corporate teams for better resolutions in spite of my repeated requests. I have gotten nothing but lack of communication, transparency, help, care, protection and honesty from the merchants and institution alike. TD does not do right by their customers no matter what they say and how convincingly they say it. Apparently now, they will always side with the merchant whether they want to admit it or not. How am I banking human if TD is robotically treating me inhumanely?! 

DO NOT use or apply for a TD Credit Card if you can help it. They will not provide any real protection for the consumer and you will be left hanging if you experience fraud, unauthorized charges, or issues with services/products that you couldn't work out with the merchant. I have not had NEARLY this much hassle with disputes or unauthorized charges with my other major credit cards. I am heavily considering whether or not I should close this credit card account at this point.

Company response to consumer: Closed with explanation