Consumer complaint received 2025-08-29 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:
XX/XX/XXXX - Target XXXX hacked for 3 transactions, {$19.00} to XXXX XXXX XXXX  XXXX, {$9.00} to XXXX XXXX XXXXXXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX, {$180.00} to XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX. I have never used this card for any company other than Target, only XXXX or in XXXX  Targets. I had actually used this card at a Target in XXXX XXXX, XXXX  and placed an online order shipping to XXXX XXXX, XXXX  on the same day that the fraud transactions happened. Immediately lock my card, change autopay setting from statement balance to only minimum payment due. 
XX/XX/XXXX - reported transactions as fraud to Target. Was told that they would open a claim/investigation, and to wait until I received a questionnaire in the mail to fill out and return. 
About 3 weeks later - call back to report I still havent received questionnaire in the mail. I am told they are going to mail a new one to me. 
Next - still no questionnaire. I call again. They email me a copy that I can mail or fax back to them. I receive the physical questionnaire in the mail the next day, so I fill it out ( general questions, did anyone have access to your card, do you have roommates, what were the fraud transactions, etc ) and mail it back the next day. 
XX/XX/XXXX - first statement closes with the fraud charges, payment due XX/XX/XXXX. Total including an authorized charge from XXXX XXXX XXXX  was {$290.00}. 
XX/XX/XXXX ( didnt realize until XX/XX/XXXX once charge is posted ) - autopay transaction charges my full statement even though setting is for minimum {$30.00}. I now owe {$0.00} on my Target statement once this clears. 
XX/XX/XXXX - my questionnaire is received at Target HQ. 
XX/XX/XXXX - After being told previously that claims take 30 days to complete, and then being told that I will receive a resolution letter in the mail within 30 days of this questionnaire being received, I am now told that the time frame is 60 days from XX/XX/XXXX to receive the resolution letter. At this point they tell me the investigation is basically complete but an agent still needs to review it. Im also told that I can contact the payment department about my autopay charging {$290.00} rather than the {$30.00} minimum balance. I am already too frustrated with the customer service calls and hoping that I just get the money back soon. At least I wasnt being charged interest since it was paid off. 
XX/XX/XXXX - No resolution letter, no refund to my account, I call back demanding answers. I am now told that I can expect a resolution letter within 90 days from when the claim was received ( XX/XX/XXXX ). 
XX/XX/XXXX - No resolution letter, no refund, I call back. I get the same scripted response - an agent is assigned to my claim, they are completing an investigation, after 90 days I will receive a resolution letter in the mail so I need to wait until then. Once I point out that its been over 90 days, the rep on the phone tells me she is pushing through a refund since the time frame has already passed and Ill see the refund in my account within 5-7 business days. 
XX/XX/XXXX- No refund. No letter. I call back, am told again to wait 90 days for a letter, etc etc. I ask if there is any active refund being processed on my account and am told there is not. I ask if there is any update from XX/XX/XXXX, there is not. I point out that it has been well over 90 days and I was told a refund is being processed and should have arrived ( or at least be pending ) by XX/XX/XXXX. Now the rep finds a note on my account that there is a refund being processed, but it wasnt received until XX/XX/XXXX, so I need to wait until XXXX for a resolution letter. I ask if he means letter in the mail or money in my account and he says letter in the mail. When I ask for clarification about this because Im receiving contradictory answers on whether my claim is complete and Im being refunded or whether its still being investigated, he tells me that he can not see any decisions of any claim on his end, it still looks like it is being investigated, and that I will get a letter by XXXX. I give up on any resolution from Targets side.

Company response to consumer: Closed with monetary relief