Consumer complaint received 2017-11-03
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: TD BANK US HOLDING COMPANY

Complaint:
XX/XX/XXXX I was trying to use my computer program XXXX. We were unable to log in so I went online under a XXXX search and located a company called XXXX XXXX XXXX. I called in to seek help with my log in issues. I made sure to use my TD bank card knowing if I had any issues I figured I would have a company behind me to protect me of any scam/fraud companies from stealing my money. During the entirety of the day, this company that pretended to offer me a service never actually gave me a service and took from me XXXX. I made a call 5 hours after my initial purchase to the dispute department at TD bank. In this phone call the woman I spoke to XXXX, called the real XXXX company and we verified that the company that I was dealing with was in fact a scam. She made sure to cancel my card and start a dispute process. 

Over the next few weeks we would be back and forth giving our story in explaining that although I did authorize this purchase I have yet to receive the service for said purchase. Even now to XXXX I have not heard back from the fraudulent company pretending to offer a service for XXXX XXXX  repairs. All of my responses to the TD card services were faxed through a local TD bank branch in the town I live in. 

The very first response I had to make was after a phone call with a representative telling me that I had to write my side of the story by no later than XXXX or the case would not be reopened. I faxed a letter on XXXX XXXX. It was not until XXXX XXXX before I actually received a mailing from TD Bank regarding what the dispute paperwork needed. Which was very slow on there part and unprofessional. The second letter that I received was on XXXX XXXX, dated for XXXX XXXX. This letter gave me 3 days time to respond again or the case would be closed. The documents in this paperwork showed the company I was filing the dispute with gave TD card services a receipt of my authorizing a purchase. Which I have. Which I never denied. What I have said all along is that this company never gave me a service. I explained that they did however, before any purchase was made go into my computer via a remote PC repair program and steal my personal information as well as put a virus to destroy my hard drive. I am sure TD is getting this confused with the service. Either way I did not pay for a service to destroy my computer either. So in my second response I again made sure to note that I had not received any service from this company. I also made aware to them that this place has changed its name in that time frame to another company name and that online there are a few complaints of this company ( XXXX XXXX XXXX XXXX XXXX ) of scamming its supposed customers. 

I received what I am going to relate to as my last letter from TD bank. Which only told me that the merchant gave them a rebuttal documentation and that they are closing the case and I would have to deal with the company on my own now. 

I was so upset, I had already been trying to work with the company with no response. And now my own credit card company was denying me of a fighting chance at not being scammed out of money for a service that was never provided. I made it a point that day, XXXX XXXX. ( the letter dated for XXXX/XXXX/XXXX ) to go to my local branch and speak to the manager. She herself was disappointed with TD bank for pushing this aside and she offered her help. She called into the department and was treated very rudely for even attempting to help me. They told her that they closed the dispute out and that I would have to pay the XXXX. The manager explained that the documentation that they had was only authorizing the purchase which I had never denied. So she asked the woman she was speaking to, maybe to consider reopening this case as it seems they ( TD bank ) had made the error by putting the dispute through improperly. She was told she would get a call back or myself in the next 3-5 days. 

No call was made. We waited until Friday XXXX XXXX to make another attempt to call again. In this call she was again treated very unprofessionally and many of those representatives denied giving her their name as in they seemed to know something was done wrong. They again shut her down by saying the documentation from the ( XXXX XXXX XXXX XXXX ) was enough to close out the case. She was very upset and told me she would see about speaking to her manager. But at the same time I think she was afraid to loose her job if she did anymore for me. 

I made sure to file a complaint with the FTC, the BBBXXXX website about the company pretending to be a XXXX XXXX website. I also made contacts on XXXX XXXX with the attorney Generals office and the XXXX county Consumer affairs in New Jersey to try and verify this companies address for the XXXX which had now changed their website to XXXX XXXX. They also kept the same number. In that phone call I was told they had no dealings listed and the address was a vacant parking lot. My heart shattered. 

I felt this was important information that maybe one more chance the TD bank dispute department would help me. I called in and spoke to the very first kind representative with the dispute department. She also said she could see there was a mistake and the information I was giving her should be important to reopening the case. She also apologized and offered her deepest apologizes in the mistake that TD had made with this case. I was again told I would get a call back in 3-5 days. 

I called in XXXX XXXX to ask what was going on. With the Dispute department. I was told the case was closed and would not be reopened. I also asked why I never received a finalized letter explaining why I had to pay this charge in the findings. I also asked where was the proof that this company ever gave me a service. I was treated very unprofessionally and shut down with rudeness from the representatives. At this point I felt all of my rights as a consumer were denied. TD bank was supposed to protect me and at least give me a fighting chance. Instead they did not follow through. They were too slow in giving me my mailings. Offered absolutely no assistance. 

I made further attempts by mailing a letter to XXXX XXXX the EVP of TD bank in New Jersey as well as I filed a personal complaint with the TD bank card services department in a letter I mailed to them on theXX/XX/XXXX I mailed those letters first class and have that they were delivered in 3 days of my mailings. 

I received a call from a XXXX XXXX who told me she was the supervisor of the dispute department. She was also very rude to me at first, and I mean very rude. I know it may be her job but she was very disrespectful to someone who has done much business with TD bank and has their own personal accounts with this particular bank. She tried to tell me that I did in fact get help which after I explained how it was all a mistake made on their part for not giving me a fair chance at fighting against a company that never and still had not given me a service that is where they not only failed me as a bank but they denied me my rights as a consumer. Because I did not get a fair shot at even denying what TD claimed to be a final notice, I lost my chance at again fighting this charge. She told me she would look into it and follow up in a few days to let me know what the final decision would be. I have made multiple attempts daily to contact this XXXX XXXX, and she has also failed to return any of my calls. Again not following through and treating its customer with disrespect and unprofessional-ism. 

I am at a loss as to what to do. The complaints I made with the BBB about the company came back that the company denied existence, yet they still have a website. Same phone number. TD bank wont help me. I have a charge on my credit card that is for a service I still have not received. I made months of attempts in trying to get help and TD Bank was my only chance, and they denied me that. I am so disgusted wit how TD bank treats its customers. They should make good of this error. But they will only keep ignoring me and passing it off to someone else who will not follow through.

Company response to consumer: Closed with monetary relief