Consumer complaint received 2025-08-01 00:00:00
Product: Credit 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
State: CA

Complaint narrative:
The charges began on XX/XX/XXXX and continued to XX/XX/XXXX until I noticed that an amount of around {$4000.00} had been reported to my credit score by the company. I never received any letters, statements, calls, or messages prior to XX/XX/XXXX informing me of the charges so I could report them earlier. So the only way I was able to find out was when I looked at my credit score and noticed it had went down because of the amount they had reported. Once I noticed the amount on my credit score I immediately checked my wallet and entire house and realized that the card had either been lost or stolen, which I hadnt noticed was missing because I do not use this card often and hadnt used it since XXXX, XXXX. Once I noticed the card was missing and the amount reported on my credit score I immediately called the company and reported the card as lost or stolen and for them to close the card and report the entire balance as fraud, since I hadnt used the called in over a year. Then sometime in XXXX of XXXX, after months of no communication from the company, I received a letter that they had done an investigation and found me responsible for most of the charges. Confused I called the company and was told I would get a call back from the investigator. When the investigator called me he provided me no information as to what they found that made me supposedly reliable, realizing that the investigator was not willing to help or provide information in any way. I decided to end the call and called the company back and they said that the supervisor of the department would call me back. The supervisor called me and there was no difference she was unwilling to help, when I asked her what evidence they had that made me reliable she told me that they didnt have to provide that information, but then she told me I was supposed to have received a letter for me to initial the charges that I reported as fraud. I told her that I hadnt received the letter and she accused me of lying. However, I explained to her that there was no reason for me not to fill out the letter and send it back because I wanted this to be resolved. Then she told me that they would send the letter again and that I should fill it out and send it back. Once I received the letter I immediately filled it out and sent it back. I called them XXXX weeks later and they told me that they had received it on XX/XX/XXXX and that they were looking at it. Finally, after weeks of no news, I checked my credit score and noticed that it had gone down more because they had reported it as late. So I decided to call them to find out the status of the claim and the representative basically told me that they hadnt done anything with the letter I had sent and she told me that the investigator would call me in 24-48 hours so I can find out what the reason was for me sending the letter if they werent going to do anything with it. However, it has already been 4 days and I have not received any call from the investigator. This was all very frustrating because I have been a loyal customer to them for years and every time that I have used the card I have always paid it in full without ever being late and this is the treatment that I receive back. So I did some research online and found that the Consumer Financial Protection Bureau could assist me with this situation. And after the companys refusal to assist me with this issue and refusal to even contact me, I decided that I had no choice but to file this complaint.

Company response to consumer: Closed with explanation