Consumer complaint received 2023-12-18
Product: Credit card — Store credit 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 (NY)

RE : XXXX order XXXX, placed on XX/XX/23 The Issue : Target XXXXCard is refusing to offer a chargeback on a return lost in transit. This is despite the fact that the item 's value ( USD {$280.00} ) was returned to XXXX by XXXX - the party responsible for the loss- via a claim issued on XX/XX/23. 

Background : On XX/XX/23, I purchased a XXXX XXXX XXXX XXXX XXXX XXXX  from XXXX that arrived in damaged condition. 

To resolve the issue, I reached out to Target Guest Services on Saturday, XX/XX/23 to share my disatisfaction and request to return the item to XXXX by mail for a refund. XXXX XXXX Guest Services team shared a XXXX return label - shipment XXXX - on XX/XX/23 and advised that a carrier ( XXXX  ) would pick the item up on Monday, XX/XX/23. 

The item was to be delivered to one of XXXXXXXX XXXX return warehouses located at : XXXX XXXX XXXX XXXX, IN XXXX The item was picked up on XX/XX/23 as scheduled and subsequently lost by XXXX on XX/XX/23. I reached out to XXXXXXXX XXXX  Guest Services Team on XX/XX/23 to notify them of the loss and seek resolution. Despite repeated outreach, I received minimal assistance. 

On XX/XX/23, I was called by to a XXXX Guest Services reprenentative to speak about a XXXX XXXX XXXX XXXX XXXX XXXX complaint I'd raised regarding this issue. On that call, I was advised to pursue a cargo claim for the item. I was further encouraged to do this in a written response on XX/XX/23, which is currently posted on XXXX XXXX XXXX XXXX complaint 's page. 

After working with XXXX for weeks on a resolution, XXXX conceded that the item - a box standing at XXXX feet and weighing XXXX pounds- was lost in transit and could not be retrieved. To resolve the issue, XXXX issued a claim to XXXX for the purchase price of the item ( USD {$280.00} ) on XX/XX/23, pending the receipt of a short request form and a document verifying the sale paice of the item. 

Despite being credited, XXXX refuses to honor XXXXXXXX XXXX resolution and has denied to refund me for the return. I'm also unable to work directly with XXXX on this issue any further as XXXX only issues claim payments to the label senders ( i.e., the person/entity that creates/pays for the label ). 

XXXX presumably knew that I could not be issued a cargo claim payment when they recommended that I pursue that course of action. ( Note : I was told on my call with XXXX XXXX Guest Services representative that this is what is 'usually recommended ' to customers in similar situations. ) It should be stated that, by design, XXXX does not allow customers to use self-generated labels. Also, ehrn requesting returns, customers can not take any other precautions to make sure that their packages are properly insured in the event of a loss. Labels are also only provided for two carriers ( XXXXXXXX XXXX XXXX ), both of which only issue claim payments to the shipper/merchant if an item is lost or damaged in transit. Because of this stipulation, if an item is lost or damaged while in a mail carriers possession, XXXX customers have no way to recoup payment for lost item - especially if they used a XXXX branded card for their purchases. 


Sincerely, XXXX XXXX