Consumer complaint received 2017-05-12
Company: TD BANK US HOLDING COMPANY
State: VA
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:
This complaint is against TD Bank - Credit Card division. Since around XX/XX/XXXX, I have gone round and rough with TD Bank. They have NOT protected my consumer rights allotted by through in using their credit card. I disputed a charge from XXXX XXXX in XX/XX/XXXX and several times since as they keep putting the charge back onto my account finding in favor of the Merchant ... which is ludicrous! I do NOT believe that the disputes back office team ( that the customer nor their disputes department has no way of speaking with ) is reviewing my mountain of evidence submitted ( granular details, copies of receipts for products that I purchased and supplied that we suppose to be used by XXXX towards the service, copies of coupons used, etc. On XX/XX/XXXX, I spoke with a TD Representative, XXXX, in the Disputes department. She informed me that the case was ruled in the favor of the Merchant ( XXXX ) due to representment and the charge of {$99.00} on XX/XX/XXXX was placed back onto my account. I was told, by the Rep, that in order to re-open this case, I have the option of sending this e-mail to do so. I wish to re-open this case for further investigation and consideration of refund. The Rep provided notes to the back office Disputes Team with my wish to re-open the case. That confirmation # is : XXXX. I have initiated complaints with the Better Business Bureau and Consumer Financial Protection Bureau against XXXX XXXX XXXX XXXX and now with TD Bank for not protecting my consumer rights in using the credit card ending in XXXX. An outcome other than a 100 % refund is and will be considered unacceptable and unresolved. I faxed in and provided written evidence that I believe has only been skimmed through and not fully reviewed. In synopsis, my situation is that I paid for specific services that were not provided ; a standard oil change ( with free tire rotation ) and a coolant flush using a machine. Please take note of the underlined and bold words. C-VAC - Coolant Service Machine FEATURES Rapidly drain & fill coolant with the radiator mouth suction and fill process Quickly & completely flush / exchange all coolant in the system Drain for component change Perform a pressure test on the system & radiator cap I hired XXXX XXXX XXXX XXXX in XXXX, VA to use a machine, traditionally called a Coolant Service Machine ( C-VAC ) to completely drain and flush all of the coolant from my vehicle ( engine, hoses, radiator, reserve tank, etc. ) and by hooking up to a C-VAC machine that they confirmed they had and would use on my vehicle back in early XX/XX/XXXX. They were also hired and instructed to do a standard oil change. I brought in several coupons from XXXX 's website and from a competitor 's. XXXX accepts competitors coupons and provides an additional 5 % discount to that coupon. To go on, I provided ALL of my own coolant fluid ( XXXX  ) and ( 1 ) quart of XXXX XXXX XXXX that replaced having to use one of their quart 's of oil. In providing my own fluids and working with the Assistant Manager, XXXX took my coupons as partial payment and the remainder owed with {$99.00}. Please refer to the initial invoice. In multiple places, you will see that their was no miscommunication as to what the job entailed -- Coolant Flush. XXXX confirmed with me that the service technician only completed a coolant drain and not a coolant flush. A coolant drain only consists of pulling a plug at the bottom of the radiator and allowing the coolant to drain into a bucket. They put the plug back in and refill with new coolant. This is NOT what I hired them to do and not what the regular maintenance in my vehicle 's manual calls for. A drain leaves a great portion of coagulated coolant with gunk/debris left in the hoses, engine, etc. and on the inside lining of the hoses, etc. A flush is connected to a machine and uses high pressure to remove ALL coolant fluids from the vehicle. Then, brand new coolant/DexCool can be added. This is the correct way, the way that was discussed and instructed, but was NOT performed -- -I want a 100 % refund. XXXX lied in their first rebuttle stating that the discounts on the initial invoice was relating to trying to appease/resolve my complaint.This is a lie. The discounts are solely related to my coupons and my bringing my own supplies ... so they did n't have to use their own! I am outraged at TD Bank not fully advocating me in this situation as provided by law. This is not resolved. I do request that you all review my mountain of evidence and everything that was submitted. Any reasonable, rationale person would be able to easily conclude that XXXX did not provide the services that they were hired for. You ca n't just do part of a job or a different job and expect to get paid. This is fraud. TD Bank, please step up and see that Fraud by XXXX XXXX was committed! Do the right thing and refund my money! Thank you. XXXX XXXX Cell : XXXX XX/XX/XXXX XXXX XXXX Country Code : Original Account Number : XXXX Currency : US Dollar ( USD ) Merchant : Merchant Information : XXXX XXXX XXXX VA Transaction Date : XX/XX/XXXX Posted Date : XX/XX/XXXX Transaction Type : Purchase Reference Number : XXXX

Company response to consumer: Closed with monetary relief