Consumer complaint received 2025-06-23 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: MA

Complaint narrative:
In XXXX, XXXX changed its service plans significantly. I live XXXX XXXX XXXX  so I bought their XXXX XXXX, which cost over {$2000.00}. The service plan I was on originally cost $ XXXXmonth for 50GB of Mobile Priority data, but once you used the Mobile Priority data, you had access to unlimited Local ( land-based ) data. Since we use Local data 99 % of the time, this plan was a great fit for us. 

When XXXX changed its service plans, it made it so my plan ONLY included the 50GB of Mobile Priority data, and then the data speed dropped to the point where the internet was unusable. You can buy 50GB blocks of data for {$100.00}, which I did twice before realizing that XXXX was going to cost me upwards of $ XXXX/month to use it the way we had always used it before. 

On XX/XX/year>2025, I contacted XXXX support to find out if there was a better plan for me. The support rep was helpful, and also recognized that I was paying an obscene amount of money to use Local data, so he offered me a {$150.00} service credit. The support rep 's name was XXXX. 

On XX/XX/scrub> 2025, I reached out to XXXX support again, because I was confused about how to change my service plan to best meet my needs. I worked with a rep named XXXX, who said that the dish we hadthe $ XXXX XXXXXXXX XXXXwas ONLY eligible for business plans, and that's why my fees had gone up so dramatically. He recommended that I purchase a XXXX XXXX XXXX  under a totally new account, and go with the ROAM Unlimited plan. He also offered me 500GB of free data to help offset my costs for the month, and told me that my current plan would be terminated as of XX/XX/year>2025. 

Well, XX/XX/scrub>, 2025 came ... my account was NOT closed as promised, and I was charged {$500.00} for the free data I was supposed to have received. I also did not receive my {$150.00} credit. I was charged {$700.00}, and XXXX supportto datehas not offered a sufficient resolution. They basically said they would cancel my account on XX/XX/XXXX instead, and would apply the free 500GB of data to the new month of service. However, I had purchased the XXXX XXXX on the support rep 's recommendation and already had a new account open ... I did not want to pay for XXXXWO accounts in one month, and requested that my account be retroactively closed as of XX/XX/XXXX, as I had been promised originally. 

After not hearing back from XXXX support for over a week, I contacted TD Bank to file a chargeback on the {$700.00} charge ( I filed a claim for {$650.00}, to account for the {$500.00} of " free '' data I was charged for and the {$150.00} service credit I did not receive ). However, TD Bank refused to block future charges from XXXX, even though they are fraudulently charging me for an account that SHOULD have been closed on XX/XX/XXXX. I'm no lawyer, but I believe it is illegal to continue charging a customer for a service they cancelledbut that's what they're doing, basically refusing to close my account. 

So, this complaint is in one part for XXXX, and in another part for TD Bank, who is not taking any action steps to protect me financially ... even though that's kinda their job.

Company response to consumer: Closed with explanation