Consumer complaint received 2018-10-01
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: TD BANK US HOLDING COMPANY (NH)

On XX/XX/2018, I and my XXXX y.o. son went to XXXX. It was our first trip out of country and first vacation ever. On XX/XX/XXXX we went to XXXX and had pre-rented scooters before sailing. The " shop '' was awful, one room, no air, no seats, there was a party of 4 ahead, and people had been before them. When we were finally served after 15 minutes, we had to wait longer for another scooter. After about 15 more minutes, it finally arrived. As we inspected the scooter and took pictures I noticed a problem with my ignition..it was " loose '', missing the casing it sits in. He showed us how to start/operate the bikes, and I could not start mine the normal way ... left hand brake engaged and start button with right hand ... he played around and discovered you had to hold BOTH brakes and push button at same time. This was very difficult and I'm not certain that I actually started it. At any rate, very hot, tired, hungry, thirsty and excited, we left. We stopped once and the bike wouldn't start. XXXX is very isolated but luckily someone came along and helped us start the bike. We stopped again and same thing, bike wouldn't start, had to get help. We tried calling the shop but no reception. We had only been out an hour but very frustrated we decided to go back to the shop and switch bikes. We had to drive non stop, high noon, no sunblock or hat, for almost an hour without stopping. When we got to the shop, exhausted, frustrated, I immediately started telling the owner about the problems, about breaking down, etc, and he grufly says, " you didn't get gas ''. I reiterate the problems and he just said " no gas, no deposit ''. So we drove off about 4 blocks away and I said, " it better start! ". Of course, it did not so I told my son to go back to the shop and get this guy! It was city like, one way streets and not a great area but we were stuck. A few minutes  later, someone started me up and I went to the shop. To my horror, my son was not and had not been there! I panicked! My son was lost in a foreign country, bad neighborhood, no XXXX, I was freaking out!! The owner didn't seem to care, just kept telling people he had just gone to get gas!! I was cursing him out, saying it was " that crappy bike 's fault my sons lost! '' amoung other choice words. People werer gathering to help me, looking, driving around, I almost called the police. 10 minutes must have went by which felt like an eternity when your  child is missing in a strange country! But he found his way back, the owner immediately started doing the paperwork, didn't offer a different bike but at that point, I was a wreck and wasn't even thinking of continuing our day. After some discussion, I realized that the owner was only returning my deposit, NOT the fee for the bike! I didn't want to argue, I was an emotional wreck after that whole nightmare, I just wanted to hold my son, go somewhere cool and have lunch and try to get back into vacation mode! When we got home, I called TDBank credit card, explained the whole story and said I wanted to dispute the {$60.00} charge as the bike was defective and we didn't get to " enjoy '' the service as we had to bring them back soon after we started. On XX/XX/XXXX and XX/XX/XXXX, I received identical letters from TDBank stating that " the merchant provided documentation that the services were provided ''. Both times I called and stated that I had thoroughly explained the story, crying at times, and that I was disputing the fee based on quality/defective services/product. On the second call into TDBank, I was told that I would need to provide " proof '' of what happened or they would not discharge it! I asked what proof I could have possibly gotten?? No answer. I asked sincerely, " what should I have done?? '' No answer. I again asked, literally, tell me what kind of proof you're asking for. No answer. I actually called back a few days later because I just couldn't beleive what I was hearing, and sure enough, they said the same thing ... I needed to provide proof. I asked all the same questions again and again got no response, just reading out of the book. I stated I would be filing a complaint with the state, as I felt this was an unrealistic and unachievable request and just an obstacle to not remove the charge. Classic unfair practice, and I asked for their response in writing and they refused. I argued, questioned and pushed back on this ... '' why can't they send in writing what they're telling me on the phone ''?? " Why can't you put it in writing ''?? And again, to no response other than from the handbook.