Consumer complaint received 2025-02-19 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: NY

Complaint narrative:
It is beyond belief that a consumer has to endure this level of disregard and upheaval that TD Bank is inflicting, but obviously it is what it is. Yet again, I will not submit quietly to their abuse. I would urge the CFPB to look into TD officials blatantly misstating the facts concerning their attempts to contact me. It is abundantly clear that this institution has decided a course of action to take and has steadfastly chosen not to reexamine it. I was at first hesitant to have the details of this banking matter be published by your agency, but it is apparent now that future consumers should be made aware of this banks atrocious customer care practices. XXXX, Ive never encountered anything quite like this. Below, please find an updated copy of my feedback on TD Banks false account of outreach on this subject. I have exhaustedly dissected the fables put forward by them alleging contact attempts. To reiterate, theyve made up their mind on this subject and have no plans to revisit it. Thats their right of course, but Ive made no such commitment. 

( Copy ) I certainly am mystified as to who it is that XXXX Bank has been trying to contact ; because it most assuredly HAS NOT been me. They already have my home phone number on file as well as my physical address, and yet not one single call have I received from them nor any mail correspondence. As far as dealing with the substance of my CFPB complaint, Ill gladly detail the outreach that I received from TD Bank : On the same day I initiated a complaint via CFPB, I received a call ( on a mobile number belonging to a family member btw ) from an agent named XXXX. This occurred XX/XX/XXXX at XXXX, and the call was from a bank in XXXX XXXX SC XXXX The number calling was XXXX and the call lasted approximately XXXX minutes. This XXXX agent acknowledged receiving my consumer complaint and then she supplied me with a number for the same XXXX XXXX listed in the letter supposedly sent to me. I immediately called XXXX telephone number the same day ( XX/XX/XXXX ) and I left her a message on her voicemail, as she did not pick up. I requested that she give me a call so we could discuss my case. She never once called me back or attempted to make any contact. Furthermore, after not hearing from XXXX, I attempted XXXX times to call back XXXX to report this situation, but her phone is set up to go straight to voicemail as well. ( I attempted calls to XXXX on XX/XX/XXXX, and XX/XX/XXXX. I have provided screenshots of all the calls in question. ) Not once did she answer, nor did she or anyone else follow up. Do not be deceived, there has been no further investigation on this case. The purported new details concerning flight data is the exact same details they presented before CFPB got involved in this case. Nothing of substance has materially changed and the card company failed to do what it promised to do - engage the client and get to the bottom of this case of identity theft. P.S. One would think I would be assigned an agent with fresh eyes, as this XXXX XXXX person is the same bank personnel that made the adverse determination in the previously closed investigation. She hardly seems unbiased and open to new facts. P.P.S. It is quite bewildering to learn that TD Bank attempted to contact me as listed on XX/XX/XXXX, XXXX, and XX/XX/XXXX. As long as Ive maintained an account with this bank, its incredibly difficult to accept that theyve lost the ability to reach me telephonically suddenly. Whats more, am I to believe they reached out to me before and after I submitted a complaint to the CFPB ( XX/XX/XXXX )? Furthermore, it is rather strange that the date of their last attempted outreach coincides with the date of their latest denial letter ( XX/XX/XXXX ). Very curious indeed - a disgrace. ( Reference complaint # : XXXX )

Company response to consumer: Closed with explanation