Consumer complaint received 2020-03-02
Company: TD BANK US HOLDING COMPANY
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
TD Bank Credit card was giving me 3 % rewards on a simple cup of coffee for the last two years. Each and every time, according to my credit card ( CC ) statement it showed the date, time, 3 rewards points ( the cost of the coffee was {$1.00} ) AND THE CODE IT WAS FILED UNDER namely " gas purchase " since it was from a XXXX convenient store. Here is an example straight from my CC statement XX/XX/2020 XXXX # XXXXXXXX XXXX XXXX  Gas Purchase {$1.00} 3 That was the way they did it ever since I received my C, namely about for the last 2 years. 
After XX/XX/XXXX of this year they now have changed their policy to giving 1 %. 

I have called the customer department, who switched me to the rewards department from which I asked to speak to a Supervisor. 

She indicated that the code the merchant was reporting the transaction had changed from *dining* to *gas purchase* ( which was, as you can see, untrue ) and that I was not going to get the 3 % which I had been getting for two years because of this change in the " code '' they used. I asked for the code and she simply said it was now reported as a gas purchase, which was only rewarded at 1 %. When I asked her to look at my CC statement for the last two years she said she was unable to in the rewards department. I then tried to inform HER that what SHE was telling me was INCORRECT. She simply repeated herself about changing the code from dining to gas purchase two more times. Again I tried to tell her that what she was telling me was simply untrue and all she needed to do was check my CC statement. ( That turned out to be a big mistake because although I never changed the tenor/character of my voice she called me rude for correcting her. I simply started to say I was simply repeating to her what she said to me when she said " I was wrong '', at which point she hung up on me but not before I got angry with her and called her a nasty name for cutting me off for no reason ). 

Here is what each subsequent reward ( NOW CHANGED TO 1 % ) looks like on my CC statement XX/XX/2020 XXXX  # XXXXXXXX XXXX XXXX Gas Purchase {$1.00} 1 The 3 in the first instance as well as the 1 in the second instance was the report of how many rewards points I was accumulating. THE GAS PURCHASE code has never changed throughout the entire situation! 

The bottom line after more than 5 calls to TD both rewards and customer service, to both first line employees and supervisors, was that I was dealt with very rudely, cut off in the middle of my explanation and, while simply asking them to review the statements that they sent me where the PROOF OF THIS CHANGE EXISTED, I have received no satisfactory answer to why the rewards changed for the exact same item at the exact same place of business. 

I of course followed up by going to XXXX  where I bought the coffee but they ( The XXXX  Merchant ) had no idea of what sort of code she was talking about. My intention was to get from XXXX  the APPROPRIATE CODE so they would change the way it was reported ( since this was the ONLY EXPLANATION TD GAVE ME ) so that they ( the XXXX  Merchant ) could change it back to the way it had been for the last 2 years or more. But XXXX had no clue as to what TD was referring. 

Being XXXX XXXX and using a XXXX card when I drive, which is rarely, I found this to be too difficult a task to complete on my own, so I am asking the CFPB for help. Please help me.+

Company response to consumer: Closed with monetary relief