Consumer complaint received 2025-11-23 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: NY

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Account Number XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dispute confirmation XXXX Against : TD Bank, XXXX. 
Issue : Improper handling of a debit-card dispute / Regulation E violations This is to report unlawful handling of a debit charge which I reported to TD Bank. In responding to my dispute, TD Bank : Failed to conduct a good-faith, timely investigation Failed to consider and review evidence provided Failed to provide written notice of the determination Failed to provide copies of documents supporting their decision Denied my claim without justification or documentation Misrepresented facts in their initial denial ________________________________________ On XX/XX/XXXX, I submitted by phone a debit-card dispute ( confirmation XXXX ) to TD Bank regarding two overcharges and two unreturned refundable deposits, totaling {$420.00} by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I then submitted decisive evidence supporting my claim, including payment records, reservation confirmations, and email correspondence, by fax to TD Banks dispute documentation number, and delivered copies directly to a local TD Bank branch. 

On XX/XX/XXXX I received an email message which stated We have completed a review of your ATM/Debit Card dispute claim filed XX/XX/XXXX in the amount of {$340.00}. Our review concluded that an error did not occur for the transaction ( s ) listed below. The reason for this decision was based upon the following : The merchant reimbursed your account for the amount indicated on your claim. The merchant credit was processed on XX/XX/XXXX. The merchant credit posted to my account for that date is {$50.00}, the refundable deposit for the first undisputed charge, not related to the dispute.

After pointing out the discrepancy by phone, the dispute was reopened on XX/XX/XXXX, possibly under a different confirmation number, and TD Bank issued 2 provisional credits of {$250.00} and {$87.00}.

Soon after, I received a request by phone to send three payment receipts for the disputed charges even though these had already been provided. I delivered these myself to the TD branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. The representative ensured me that he would forward the evidence to the proper party immediately. Subsequently, TD did not acknowledge receiving the requested documentation. Instead, the provisional credits were reversed, and no further notices were received. 

On XX/XX/XXXX I informed TD bank of my intention to escalate the matter which prompted a final call. Unfortunately, the representative appeared not to be informed about the dispute, failed to discuss evidence supporting either party, and repeatedly made contradictory claims about the banks handling of the dispute.

In handling my merchant overcharge dispute, TD Bank : Did not explain steps taken to investigate, or even indicate that a legitimate investigation occurred Did not acknowledge or address the evidence I submitted Did not share any merchant responses or provide copies of merchant documentation.

Did not send written explanation of their determination or provide documentation supporting their final decision Thank you for your attention to this matter.

Company response to consumer: Closed with explanation