Consumer complaint received 2020-12-22
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: TD BANK US HOLDING COMPANY (TX)

This letter is in response to an explanation request for the above subject ID. XX/XX/XXXX I submitted prepayment in the amount of XXXX to XXXX for a reservation that would begin on XX/XX/XXXX and end on XX/XX/XXXX. I picked the vehicle up on XX/XX/XXXX and ended my rental session on XX/XX/XXXX as scheduled. 
During my trip, I experienced 3 major trip interruptions due to the rental cars not having proper maintenance and had to switch vehicles 3 times within the 10-day timeframe. XXXX representatives told me each time that I would not be charged for having to exchange the cars since XXXX was at fault each time. On XX/XX/XXXX, after returning my rental car, I checked my account. I noticed that I was charged an additional fee immediately after returning the vehicle. This fee was applied to a XXXX-dollar auth amount that XXXX placed on my debit card on XX/XX/XXXX when I picked the first car up. I reached out to the XXXX customer service center on XX/XX/XXXX to inquire about the additional charges. I was advised that an extra charge was accidentally applied when I exchanged the third vehicle, I demanded it be removed and was told that only a manager could remove it. I was put on hold for 30 minutes and eventually was told that a manager was not available, and one would call me back within 24-48 business hours. I called a second time on XX/XX/XXXX and immediately requested a manager due to dissatisfaction with the result from the first call. I was again put on hold until the exact time the manager call queue closed and was told that all managers are now off and not available. 
On XX/XX/XXXX, I called XXXX customer service again and requested to speak with a billing manager and was connected to a manager by the name of XXXX. I talked to XXXX and explained the issues I experienced during my XXXX rental and the experience I had with XXXX customer service agents on XX/XX/XXXX. I explained my disgust with the lack of proper vehicle maintenance and the distaste for XXXX agents ' lack of professionalism. I was met with an immediate apology by XXXX and was advised the charge to the authorization fee was accidentally applied and would be refunded. The Auth charges were all removed later that week when I called into TD Bank and asked for an Auth removal. 
I also requested that I be given a refund of 2 rental days, which equated to XXXX due to the bad experience I had with the vehicles and having to lose time going back and forth to XXXX locations. XXXX agreed that I was due an additional refund of XXXX out of the XXXX that I had prepaid on XX/XX/XXXX. 
XXXX advised me that it would be 3-5 business days from XX/XX/XXXX to see the XXXX refunded back into my account. I received in the mail on XX/XX/XXXX a bill from XXXX in the amount of XXXX and was immediately outraged because it appeared that a billing error occurred on XXXX end, and I was being asked to pay what should have been my refund. I called and spoke to an XXXX representative and was advised that there was no indication that I should have received a bill in the XXXX system. The XXXX representative told me that my refund of XXXX was processed and sent back to my bank on XX/XX/XXXX, I asked the representative to provide me with the last 4 digits of the card that the refund was posted to. The agent provided me with the last 4 digits to a card that I have never been associated with. I advised the agent that the last 4 numbers provided from him were not a card I own nor am associated with in any way, the agent advised that he could not assist anymore and would have to get a manager. I waited for 45 minutes to speak with another XXXX manager and was informed that someone would call me back in 24-48 hours, advised the agent I would be making a claim with my bank. 
I spoke to XXXX Customer service again on XX/XX/XXXX and XXXX acknowledged their error. I was told to call back on Monday XX/XX/XXXX to have a supervisor fix the error. I called on XX/XX/XXXX and XX/XX/XXXX and was told twice that supervisors were not able to fix the issue because they could not manually input my card into their SUBJ : XXXX SUBJ : XXXX system. I was advised that the manager who originally promised the credit processed it wrong. XXXX has advised that there is nothing they can do on their end at this point because their system doesnt allow them to refund back to a card that the system has kicked out. Please see attached email from XXXX. I also tried working with XXXX to get my XXXX as recent at XX/XX/XXXX but XXXX advised that someone from TD told their billing department that i opened a dispute for the transaction and was awarded the funds. Now TD is unwilling to assist me with getting my refund at all. 

I was also told by a TD Bank associate named XXXX XXXX that once i provided documentation from XXXX admitting they made a mistake that the dispute would be handled accurately. The claim was once again denied and now my account is in TDs recovery department. This needs to be fixed asap.