Consumer complaint received 2016-12-04
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Credit card
Issue: Billing disputes

Complaint:
I purchased plane tickets from a third party ( XXXX XXXX XXXX ) on XXXX XXXX, 2016 for {$560.00}. After checking my credit card statement online on XXXX XXXX, I noticed they charged me an extra {$220.00}, totaling {$780.00}. I tried for almost 2 weeks to contact the merchant about this charge, but no one ever responded to my questions. I decided to deal directly with my credit card company instead ( TD Bank ). The following is a timeline of my interactions with TD : XXXX placed dispute with TD ; directed to fax in my receipt from XXXX XXXX XXXX XXXX faxed receipt to XXXX XXXX received letter from TD stating that my case was closed due to " not receiving a response '' to a letter that was sent to me in regards to my dispute ; I never received this original letter they were referencing. I called TD to inquire about the fax I sent as well as the letter I received in the mail regarding the closed dispute. They said they never received the fax and that I did not respond to a letter sent to me about opening the dispute. I requested a copy of this original letter, but they said they would look into it. At this time, the employee gave me a new fax number and stated that my original fax number was incorrect. 
XXXX faxed airline receipt to XXXX XXXX called TD for update on receiving fax ; employee said they did not receive my fax and that the new fax number given on XXXX was incorrect and that my original fax number was correct. 
XXXX faxed original receipt again to XXXX XXXX called TD for update on receiving fax ; employee said they still had n't received fax. I asked for a supervisor, but was told that she was unavailable. Was told I would receive a call back. 
XXXX received call back from supervisor, XXXX. She gave me her direct fax number to send my receipt to. 
XXXX fax original receipt to XXXX ( XXXX direct fax ). Called XXXX in the afternoon to confirm that fax was received. She stated she had it and that it would take a few weeks for a decision to be made. 
XXXX called TD for status update about my claim ; was told that dispute was denied due to " VISA regulations that prevent charge-backs for travel and entertainment expenses. '' I was never contacted about this decision. If I had not called for an update, I would have never know about the decision to deny my dispute. 
XXXX called TD to inquire about appealing the dispute decision ; was told there was nothing left to do because it is a VISA regulation. Was instructed to write a statement and fax to TD but that nothing would probably be done regardless. 
XXXX called TD again to ask for XXXX to find out more information about my dispute decision. Was told that she is unavailable and the employee told me there was nothing left for TD to do on their end because of the VISA regulation. She also stated that I should not fax in a statement because it would not re-open the case. 

I am trying to get a credit for {$220.00} that was over-charged to my account. I have been dealing with this issue for almost 3 months now, and the way I was treated by TD Bank was extremely unprofessional. Their lack of communication was very frustrating, and the way they handled and then closed my dispute without any documentation or explanation was very frustrating and not customer-focused. Please advise if you need any more information, including my original receipt from XXXX XXXX XXXX.

Company response to consumer: Closed with explanation