Consumer complaint received 2019-08-02
Company: TD BANK US HOLDING COMPANY
State: NE
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:
The entire {$1000.00} balance of my Target Credit card was used fraudulently and after three months I had to call in for two months straight and keep re-explaining the situation before the investigation began. All the while they continued to charge payments and fees and report negatively to the bureaus. 

After two months I finally reach an investigator who flat out denies the entire claim with no reason at all and tells me I should request a different investigator because he did not want to deal with it. So I did and sent even more supporting documentation in- this no totaling : 2 police reports, FTC report, Statement of what occurred and more supporting documentation than I am sure most do. I also explained how the claim was not being taken seriously and how I have received ZERO communication, etc.. 

Finally, after another month of calling I get put through to the new " investigators '' voicemail where I asked her to please seriously address our concerns and let me know what I needed to provide her to prove our claim. 

A week later she leaves me a voicemail at XXXX on a weeknight stating that although they understand the claims are fraudulent they are standing by the denial, and I am responsible for all fees incurred and the fraudulent charges. That was over a week ago now- she also provided a phony return phone number on her voicemail, however I was able to get her real one and have left her 5 voicemails since with no response, no letter, no nothing. I believe my complaint is best summed up in the last letter I sent to Target TWICE, that they continue to ignore : " URGENT. 
TO WHOM IT MAY CONCERN - TARGET FRAUD DEPT. 

OK guys, we have a huge problem here. Let me start by saying I know my rights and how you guys have gone about handling my fraud case, from day one, has been completely illegal under the Fair Credit and the Consumer Financial Protection Bureaus policies. 

From sending me to collections after I submitted a fraud claim in writing by certified mail, to taking well over two billing cycles to even address the matter, continuing to report negatively to the bureaus and charge me fees and try to force me to make payments, to me receiving ZERO documentation as to the outcome or status of my claim, the way your fraud department speaks to victims.. I could go on.. but I am sure you are well aware ... It is all completely illegal and I will not allow you to continue to destroy my credit and my financial well-being. 

I am a well-documented victim of identity theft, theft and fraud and have supplied all of the necessary paperwork OVER FIVE TIMES, including two police reports, a federal trade commission report, a clear and concise explanation of what and how it happened, and complied with the excessive amount of personal information requested even though you guys allowed all of your customers information to get stolen before, of which I was also a victim of. 

After three months of attempting, I finally get through to an investigator who flat out states that he understands that these charges were to theft but that he was denying my claim due to lack of  evidence. I provided more evidence than I am sure most do in fraud claims, furthermore not only was my target credit stolen, but my XXXX, XXXX XXXX XXXX XXXX, Etc.. and ALL those claims were  investigated and found to be valid. I asked the investigator WHAT I needed to provide him with to ensure he had the satisfactory amount of evidence he desired and he refused to tell me and said nothing I could provide him would change the decision. Again, completely illegal. I even asked that he pull the store footage as a means of definitively proving the charges were fraudulent. to which he laughed and stated " we dont do that. '' The investigator went on in a tone that clearly indicated he was enjoying the cruelty of what he was doing and plain up stated that he didnt want to deal with it anymore and recommended I request a different investigator. Which is exactly what I did.

Again, through certified letter, as well as snail mail, fax and phone calls I supplied the original documents, affidavit and NEW documentation including new police report solely for the stolen target card. After two weeks of being promised someone would get in contact, an investigator leaves me a voicemail in the evening stating she too is denying the claim and that they wont be providing me with a reason as they " do not have to '' ( Also completely illegal ) and then provides a phony return phone number. 

I have recorded every single phone call and have a portfolio of evidence as to the complete negligence of your fraud team to properly and as protected under law, investigate this fraud claim. The recordings and documentation overwhelming support and verify everything Im saying. 

I was hit with fraud and theft on a massive family crippling scale including XXXX, XXXX  XXXX XXXX federal, etc. and you are the ONLY organization refusing to properly investigate this and ATTEMPTING to deny my claim. I have not received a SINGLE shred of paperwork, nor have I been properly notified of the denial or that the appeal was taking place. You also did not update the bureaus as to the investigation OR the appeal which is again.. completely illegal. 

Per the law- you need to remove the derogatory remarks from my credit reports and acknowledge that the time has passed for this investigation and restore my credit. I NEED to either hear from someone or see this has all be done by XXXX XXXX  tomorrow ( Friday ) or I will be filing complaints with the Federal Trade Commission, The Consumer Financial Protection Agency, The Attorney General & State Banking Commissioner and will be turning all of the evidence of Targets complete disregard for financial law over to the proper agencies. 

After reading that this is pretty much the MO from the thousands of 1-star reviews on XXXX  you guys should REALLY be ashamed of yourself. After letting all of your customers identities be stolen, you really have some nerve to treat our security with such blatant disregard. I look forward to hearing from someone who has the authority to DO THE RIGHT thing ASAP. 

XXXX XXXX XXXX ''

Company response to consumer: Closed with monetary relief