Consumer complaint received 2020-02-10
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 (VA)

TD Bank/TD Card Services did not properly handle a credit card dispute and did not follow-up on the dispute, as other banking institutions would have done. In addition, this credit card dispute involved four banking institutions, and all three of the other banking institutions followed-up on this credit card dispute and provided a permanent credit for the disputed amounts. TD Bank is the only bank that has not followed-up on the dispute and provided a permanent credit for the disputed amount.

TD Bank does not respond to written communication and never responded to the attached letters written to TD Bank asking them to properly handle this credit card dispute. 

As shown in the enclosed correspondence, a service provider agreed to provide ongoing representation in a legal matter for XXXX. Because of the amount of the charge, it was split over four credit cards. The service provider failed to provide the agreed upon services for the payment of XXXX. I then requested a refund for the charges totaling XXXX. The service provider admitted they did not provide the agreed upon services but ignored requests for a refund. I submitted disputes to the four credit card companies for the four credit cards involved in the dispute. TD Bank did not follow-up on the dispute process. ALL three of the other credit card companies properly followed-up on the dispute and provided credits on my credit card accounts for the dispute amount. 

I wrote to TD Bank on XX/XX/2019 initiating this dispute in regard to services that were not provided. 

I wrote to TD Bank on XX/XX/2019 providing additional information and thanking them in advance for their assistance in regard to the dispute. 

I wrote to TD Bank on XX/XX/2019, asking them to follow-up on this dispute. They never responded. 

When I received another credit card statement from TD Bank and they had still not given me a credit for the dispute amount, I wrote to TD Bank again on XX/XX/2019, again asking them to follow-up on this dispute. They never responded. 

When I received yet another credit card statement from TD Bank and they had still not given me a credit for the dispute amount, I wrote to TD Bank again on XX/XX/2019, again asking them to follow-up on this dispute. They never responded. 

TD Bank NEVER provided any response to my letter of XX/XX/2019, NOR to my letter of XX/XX/2019, NOR to my letter of XX/XX/2019. 

I called TD Bank on XX/XX/2019, and they told me that the dispute had been closed but they told me on the phone that they were reopening the dispute. Again, it has been months and I have not received any follow-up communications from TD Bank in regard to this dispute.

All three of the other credit card companies, involved in the SAME dispute, have given me refunds for the amounts that are part of this same dispute. The other three credit card companies provided those permanent credits months ago. TD Bank has still not handled this dispute with the other bank involved. TD Bank NEVER follows-up on the dispute process and repeatedly NEVER responds to communications. 

I am attaching the correspondence with TD Bank. TD Bank only sent three form letters at the beginning of the dispute process. The only information specific to my dispute was the date received, the Case Amount, Merchant Name, and Transaction Date. Each time, all of the other information in the short letter was just a form letter that was not specific to my dispute. And, TD Bank failed to provide any documentation from the merchant as they state in the third form letter.

TD Bank never took the proper steps to properly process this dispute.