Consumer complaint received 2026-03-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TD BANK US HOLDING COMPANY
State: PA

Complaint narrative:
XXXX XXXX TD Bank XXXX XXXX Consumer Financial Protection Bureau ( consumerfinance.gov/complaint ) Consumer : XXXX XXXX Business : XXXX XXXX XXXX Account XXXX : XXXX Issue : Failure to properly handle dispute / improper denial based on unsupported compelling evidence I am filing this complaint against TD Bank XXXX their handling of a dispute claim ( Claim # XXXX ) involving a charge for services that were never provided. On XX/XX/year> ( XXXX XXXX ), I paid for a hotel stay through XXXX. I was never checked in and never received the service. I contacted the company multiple times that day ( approximately XXXX PM ), but the issue was not resolved. As a result, I was forced to secure alternate accommodations the same day through XXXX at a cost of {$220.00}. I promptly filed a dispute with TD Bank. This is a straightforward case of non-delivery of services, and I provided supporting documentation, including proof of the alternate booking and records of my attempts to resolve the issue with the merchant. However, TD Bank denied my dispute, stating that the merchant provided compelling evidence. This conclusion is unsupported and was not explained to me in any meaningful way. I was not provided with the actual evidence used to deny my claim, nor any clear explanation of how that evidence proves that services were rendered. A conclusory statement that compelling evidence exists is not sufficient, especially where the facts clearly show that I did not receive the service. Specifically : I was never checked into the hotel I never received the service paid for I contacted the merchant the same day attempting to resolve the issue I was forced to obtain alternate lodging, which I documented If TD Bank is relying on compelling evidence, then that evidence should be disclosed and explained. Their failure to do so raises serious concerns about whether a reasonable investigation was conducted. Additionally, TD Bank delayed the handling of this claim by requiring me to update my business address for XXXX XXXX XXXX before continuing the dispute. This administrative issue was unrelated to the validity of the claim and created unnecessary delay. Despite complying with all requests, including submitting updated address documentation ( utility bill and life insurance statements ), TD Bank has not handled this matter in a fair or reasonable manner. What I am requesting : Immediate resolution of the dispute Credit for the charge involving services not rendered Disclosure and explanation of the compelling evidence referenced in the denial Review of TD Banks handling of this claim, including their failure to conduct a reasonable investigation This is not a complex case. I paid for a service that was never provided, documented the issue, and followed all required procedures. TD Banks reliance on unspecified compelling evidence and failure to properly investigate or explain their decision is unacceptable. I am requesting CFPB assistance to ensure this matter is resolved. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation