Consumer complaint received 2021-08-24
Company: TD BANK US HOLDING COMPANY
State: MA
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:
I have had a TD Cash Card for nearly 5 years now. On XX/XX/2021, I noticed that for the first time, two fraudulent charges had appeared on my account. On XX/XX/XXXX, and again on XX/XX/XXXX, someone used my card to purchase over {$1000.00} dollars of XXXX  XXXX XXXX  from a company called XXXX. As an unmarried man with no children and no history of purchasing other baby or childcare related products, this was obviously fraud and I called to report the charges right away. On XX/XX/XXXX, I received a letter in the mail indicating that the dispute had not been decided in my favor. Upon calling for more information, I discovered that the investigator said the IP address the order originated from matched prior purchases, and that the credit card security code matched. There appears to be no other information gathered by the investigator beyond this superficial information. No one could tell me where these fraudulently purchased products were shipped, and no one could explain how I purchased these products in New York, when I was actually in New Hampshire at the time, as my other purchases show. There was a complete lack of information gathering on the part of the investigative team. 

Since then, I repeatedly found that this third party company, XXXX XXXX, refuses to reopen my investigation. After many calls with representatives at the company explaining my position, I was forced to reach out to the merchant myself to acquire contact information for their fraudulent purchase department, because XXXX XXXX refused to do so. I've provided this information in at least 4 different phone calls, and to two different supervisors, and yet that company has still never been contacted. 

I have called over 20 times between XX/XX/XXXX and today, and recently discoveredthat half of my records have been erroneously documented in my old credit card account ( a new card was provided at the time of the initial fraud claim ), which prevented the investigator from seeing them. Thus, the company was denying my claim on partial information from an already poorly investigated case. 

I have spoken to a supervisor on at least 3 different occasions, each agreeing that the charges were highly suspicious and promising to speak directly to an investigator about my case, each time with no change to the status. I even attempted to set up scheduled call backs with updates on my case, and I have never once been called by this company. In each of these more than 20 phone calls, I have been the one to initiate contact. No one has ever proactively reached out to me to communicate updates or changes to my cases status. And to be clear, by status, I dont mean an open vs closed case. Total systems refuses to re-open the case at all. They made their decision once on XX/XX/XXXX, and never once opened my case again. 

In sum, I am being accused of lying and attempting to defraud TD bank of over XXXX dollars because an investigator at XXXX XXXX refuses to do their job and fairly investigate my claim of fraudulent activity on my account. I have continued to deal with the company in good faith for over 3 months now, and am clearly being continually ignored and dismissed. The core common sense argument of this case, that I am an unmarried man with no children who doesn't make thousands of dollars of purchases in XXXX  XXXX XXXX, has been replaced with some policy about CVC codes. This company simply exists to protect TD bank and retain them as much money as possible, and I have become a victim of their bureaucratic nightmare.

Company response to consumer: Closed with monetary relief