Consumer complaint received 2020-04-01
Company: TD BANK US HOLDING COMPANY
State: MI
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:
I was charged for 2 items that were cancelled in store when I went to pick-up the items because the items arrived broken. My online account at Target shows the store pick-up was cancelled but the card was still charged. I have been trying to resolve with Target for a few months but they have not issued a credit yet.

( 2 ) Transactions are dated XX/XX/XXXX for {$120.00} each. 

Email below from target dated XX/XX/XXXX ... 

Hello XXXX, Im contacting you today regarding your refund request from order XXXX. 

Due to a rare technical issue, were unable to process the refund systematically, so I've requested a refund of {$240.00} on XX/XX/XXXX to your Target RedCard. You'll receive additional communication when it's completed. I do apologize for the confusion and the delay. 

Keep in mind that, since the refund is being issued outside the system, it will not reflect in your Target.com account order history. 

If you have any questions or concerns, please call us at XXXX and reference case XXXX. We'll be happy to help. 

Thank you for your patience and have a great day! 

Sincerely, XXXX Target.com Tax Team www.target.com Email dated XX/XX/XXXX ... 
Thanks for reaching out to us about your recent Target.com order XXXX. I had a look, and I would like to apologize for the issues you've had with this order and for the confusion around your refund. 

After further research???, I've confirmed a refund of {$240.00} was successfully credited back to your RedCcard ending in XXXX on XX/XX/XXXX. You can verify your refund with your XXXX bank statement from XXXX or talk directly to RedCard Guest Services at XXXX. 

I know that you expect a great experience every time you order from us so, to invite you back for the experience you deserve, Im sending you a {$25.00} Target eGiftCard. You'll be receiving it to your email within 4 to 24 hours. 

I hope this helps clear things up. 

Thanks for being such a great Target guest and we hope to see you soon! 


Sincerely, XXXX Target.com Order Research www.target.com Email dated XX/XX/XXXX ... 
Hi XXXX, It has already been investigated and determined that Target owes me the refund for the {$240.00}. I have the email communication to prove that the refund is due. I was simply inquiring on how long the refund would take as I have not heard from anyone since XX/XX/XXXX. 

The refund you are referencing on XX/XX/XXXX was for a purchase made on XX/XX/XXXX. You see these particular tables were purchased 3 times in the hopes of receiving them undamaged. The second time I purchased them, they were once again broken and I canceled the order in the store as it shows on my online account. However, the store still charged me that day ( XX/XX/XXXX ). The is the refund I need. 

Who do I need to speak to for processing the refund? I would also be open to a gift card in the amount of {$240.00} to get this settled. 

Thanks, XXXX XXXX

Company response to consumer: Closed with explanation