Consumer complaint received 2026-05-15 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: CO

Complaint narrative:
I am submitting this complaint regarding unauthorized charges on my Nordstrom credit card through TD Bank totaling approximately {$1900.00}. The fraudulent activity began in XX/XX/XXXX. I reported the charges at the end of XXXX or beginning of XXXX after realizing I no longer had possession of my card. I disputed the transactions and was initially issued temporary credits. However, the claim was denied, and the temporary credits were reversed. I resubmitted the dispute with additional information in XX/XX/XXXX, but the claim was denied again. XXXX Bank stated the claim was denied because similar transactions were authorized by you, and spending pattern is consistent with previous account history. I do not agree with this determination and do not believe my dispute was properly investigated. One transaction specifically referenced by the representative was from XXXX. While I did previously use Pettable XXXX time in XX/XX/XXXX, I was unaware the merchant was still charging me and I also questioned that transaction. In addition, XXXX is an online transaction and does not prove I was in possession of my physical card. The online transactions have already been addressed and are not the focus of this complaint. My concern is with the unauthorized in-person transactions that occurred after I no longer had possession of my card. Another disputed transaction was for XXXX by XXXX. I do not use XXXX by XXXX, I have XXXX XXXX XXXX and I do not personally pay a Metro phone bill. I provided this information during the dispute process. Several of the disputed transactions were made at merchants and locations that I did not visit and were not authorized by me. TD Bank referenced similarities to prior spending history because some merchants were common businesses such as grocery stores. However, simply shopping at similar types of stores does not prove these transactions were authorized, especially when the charges occurred after I no longer had possession of my card and included in-person transactions made in a different city. Additionally, around this same timeframe, I experienced fraud on other accounts, including another credit card account and my XXXX benefits card. Those fraud claims were investigated and approved by the other institutions. I also provided documentation regarding a fraudulent XXXX charge that was refunded after being reported. I submitted supporting documentation and attempted multiple times to follow up with TD Bank regarding the investigation. I only received XXXX callback from a fraud representative. I was told the department making the final decision does not have a direct phone number, which prevented me from meaningfully discussing or appealing the investigation findings. Most agents I spoke with could not provide updates or explain the basis for the denial. I am requesting that TD Bank conduct a thorough reinvestigation of these unauthorized in-person charges and provide a detailed explanation of the evidence used to deny my claim. I am also requesting that TD Bank credit these unauthorized charges back to my account.

Company response to consumer: Closed with explanation