Consumer complaint received 2024-02-27
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 (CA)

TD Bank I bought an engagement ring at Shane Co. for {$3900.00}. 
Was given account ending in XXXX at TD Bank which has deferred interest if not paid in full within 18 months. 

My first statement was XX/XX/XXXX for {$3900.00}. 
My second statement was XX/XX/XXXX for {$3700.00}. 

On XX/XX/XXXX my card was used fraudulently for about {$1100.00}. 

On XX/XX/XXXX I noticed the fraud and notified TD Bank, in writing and on the phone, as well as updated my address, which was incorrect for some reason. I never received a physical card and did not know if one existed. The address on my account was confirmed to be incorrect by the stores records as well. 

On XX/XX/XXXX TD Bank sent me a Declaration of Fraud form. 

On XX/XX/XXXX I received, signed, and submitted the Declaration of Fraud form. 

I never heard back from TD Bank. 

On XX/XX/XXXX I requested, in writing, my statements and balances since they never told me my account was closed and they continued to take my auto payments. Their customer service affirmed that I was making payments to my account XXXX which was untrue. 

On XX/XX/XXXX I requested, in writing, my statements and balances, reiterating that my card was used fraudulently and that I disputed such charge. I stated that I had not received any statements or balances and had no way to access them. Customer service provided a balance for account ending in XXXX and affirmed my auto payments still went through with no indication anything was wrong. They however did not provide any account statements. 

On XX/XX/XXXX I requested, in writing, access to my statements and balances again since I never received such statements or balances after XX/XX/XXXX. I did not receive any account statements. 

I continued to allow my auto payments to go through to not trigger the deferred payment which would become due XX/XX/XXXX. 

On XX/XX/XXXX I called customer support to ask for my statements and balances for the prior year. Customer support informed me that : 1 ) My statement and balances for account ending in XXXX do not exist after XX/XX/XXXX because the account was closed. 
2 ) My auto payments were routed to another account to which I never had access and did not know existed, but their customer support affirmed in writing via myonlineaccount.com messages that they were applied to account XXXX. 
3 ) My address was never updated on either the closed account XXXX and was not updated on the new account I never had access to. They did however send me the Declaration of Fraud to the correct address. So they had my correct address, but chose not to communicate with me. 
4 ) TD Bank automatically rerouted my payment to the new account and TD Bank took this as an indication that I made the fraudulent purchase from XX/XX/XXXX even after I signed the Declaration of Fraud. 
5 ) The new account, which was unknown to me, was never registered but had my checking account automatically enrolled in a payment plan. 

TD Bank denied the fraud dispute without informing in writing nor upon my multiple communications with them in writing, implicitly affirming to me that my account XXXX was still active as it had payments and balances updating each month. In actuality, these transactions occurred on an unregistered account I was never informed of. 

TD Customer Support told me the fraud claim was denied because of two reasons : 1. Shane Co. did not mark the transaction as fraudulent. If they have cameras in whatever store the transaction occured, that will prove I am not liable. I dont even know which location the transaction was made, TD Bank would not tell me. 
2. Because I kept paying on my account ( the new account they re-routed my payments to and did not notify me of ) they assumed my liability. This is fraudulent on TD Banks part as I had autopay enabled, which they routed to a new account without my knowledge ) and was required to pay at least $ ( XXXX ) per month to pay the deferred interest balance in time to avoid fees. They did know my correct address, as they sent to Declaration of Fraud there, but never informed me of this. 

On XX/XX/XXXX I spoke with Shane Co fraud department to obtain records for my account and they told me only the original purchase made to open the account existed. They did not have any record for the fraudulent transaction TD denied my claim of. I logged into the account customer service gave me and saw that TD denied my dispute in XX/XX/XXXX without informing me via phone or email, which they had the correct information for.