Consumer complaint received 2026-03-24 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:
Company Name : Nordstrom Card Services Product : Credit Card Issue : Fraudulent charges/ Billing dispute Desired Resolution : Refund What happened : I am filing this complaint regarding a fraud dispute on my Nordstrom credit card account that has remained unresolved since XXXXXXXX XXXX XXXX XXXX While traveling in XXXX, my credit card was stolen, and unauthorized charges were made on my account. I promptly reported the fraud and fully cooperated with the investigation, including providing : Government-issued identification A police report filed abroad related to the theft A completed fraud affidavit At the time of my initial report, all unauthorized charges were removed, and I was instructed only to monitor for a replacement card. I was not informed of any additional documentation requirements or ongoing investigative steps. However, approximately two months later, the previously removed charges were reapplied to my account without prior notice or explanation, and began accruing significant interest. Despite having already submitted a fraud affidavit and supporting documentation, my claim was subsequently denied on the basis of insufficient evidence. Since then, for approximately seven months, I have made multiple attempts to resolve this matter. During that time : I have not been provided a clear explanation of what specific evidence is required My requests to reopen the case have been refused I have not received adequate documentation supporting the determination that the charges were authorized Due to the continued accrual of interest and financial pressure caused by the unresolved dispute, I paid the balance in full solely to mitigate further financial harm. This payment does not constitute authorization or acceptance of the fraudulent charges. My most recent written communication, sent on XX/XX/XXXX, has gone unanswered. Why this is a problem : This situation raises serious concerns regarding compliance with the Fair Credit Billing Act ( FCBA ), including : Failure to conduct a reasonable and consistent investigation Reinstating previously removed fraudulent charges without notice or explanation Failure to clearly communicate required documentation during the dispute process Denial of the claim based on insufficient evidence without establishing authorization Refusal to reopen or meaningfully review the dispute Failure to correct the account, including issuing a refund for fraudulent charges already paid Prolonged delay and lack of response contributing to ongoing financial harm Additionally, the handling of this matter has caused significant financial and emotional distress. What I want : I am requesting the following : A full monetary refund of all unauthorized charges ( not a statement credit ) Reversal of any related interest or fees Written confirmation that my account has been fully corrected A clear explanation of how the investigation was conducted, including the basis for reapplying the charges after initially removing them Additional details : I have also filed a report with the Federal Trade Commission ( FTC ) and obtained a police report related to the theft of my card abroad. I am seeking prompt resolution in accordance with federal consumer protection laws. The failure to properly resolve this matter has caused quantifiable financial damages, including accrued interest, and ongoing emotional distress resulting from prolonged uncertainty and lack of resolution.

Company response to consumer: Closed with explanation