Consumer complaint received 2024-12-01 00:00:00
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
State: KY

Complaint narrative:
I ordered shoes from Nordstrom using my Nordstrom card that were fraudulently described in the online listing as leather on XX/XX/XXXX. The return was for two items. I contacted them to facilitate a return immediately. I was instructed to leave the package on my doorstep and it would be collected by XXXX  the following Friday. I called the store again when I did not see official instructions in my email and asked for clarification. I did not pay the credit card bill as I assumed this would be resolved within the payment cycle, and since I don't have a Nordstrom location local anymore I don't regularly use the card. I was told not to worry as the pickup service will provide the label. The rep actually laughed at me for being overly concerned about the process as they assured me that it was handled. The pickup did not happen as I discovered the package mixed in with other boxes in XXXX with a handwritten note on the package that stated, " Need shipping label. '' My husband had mistaken the return for a delivery and carried the package in. I immediately contacted XXXX and explained the situation. I had to tell my story multiple times before I was transferred to card services. I was instructed to leave the package again and a label would be provided. I insisted on printing the label and they agreed to send it to me. On XX/XX/XXXX, my return was processed and I was issued store credit for the purchase amount less {$20.00} for providing the label, which they did not do. I called and I spoke with XXXX and XXXX, at which time it was explained that because of their mistake in handling the return that the merchandise was technically outside of the return window, and they would manually correct it. I was told that store credit gift card would be drained and I would see the correction on my next bill. they apologized. I had another transaction for XXXX that I paid that day through my bank to bring my account to {$0.00}. I do not use online account management for this account as I don't use it often enough to set that up, but I was told not to worry about checking the status as it was already taken care of. The rep provided a phone number to follow up begrudgingly. This conversation took nearly XXXX hours. I received a phone call on XX/XX/XXXX from XXXX. I responded by email and I have records from several customer service reps confirming that the refund was being processed, asking me allow a few days. 
I received no other communication until XXXX, when I answered a call from a toll free number. I was told they were " collecting a debt. '' During this conversation, I learned that all the apologies and promises were not processed and no one followed up with me. I was transferred to another rep where the matter was to be reopened. I spent another XXXX hours on the phone after explaining to the debt collector this merchandise was sold to me under fraudulent terms, that I was incorrectly advised on how to return the merchandise, and I was assured that my account would be processed with a return. The rep promised to revisit the matter and let me know if there were any issues. She could read the account history and she verified the facts and assured me that this would be resolved. I noted that given the decision of Nordstrom not to handle the return as promised, I had also not been issued a new merchandise credit and I reminded her that I printed the label. I did not hear back. I called to follow up when I received no response and learned that matter still had not been resolved. I spoke to XXXX and she suggested filing a dispute. I have communication from XX/XX/XXXX informing that they will not issue a credit following a review of the case. I have documentation of the transactions that includes a store credit issued on XX/XX/XXXX for the amount less the cost of label printing they did not do. I do not have a record of this store credit being sent to me.

Company response to consumer: Closed with explanation