Consumer complaint received 2024-12-26 00:00:00
Product: Prepaid card — Gift card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: TD BANK US HOLDING COMPANY
State: CA

Complaint narrative:
On XX/XX/year>, at XXXX XXXX, I purchased a {$100.00} Visa Gift Card from Target located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, for {$100.00}, including the activation fee. Approximately 20 minutes later, upon exiting the store, I opened the gift card to use it and noticed that the security code was missing.

I promptly returned to the store and spoke with the manager, who attempted to scan the activation code and process a refund. Unfortunately, the system did not allow a refund since the barcode had already been scanned to activate the card. As compensation for the inconvenience, the manager provided me with a {$10.00} Target gift card and advised me to contact the customer service number listed on the card and dispute the issue with Target XXXX XXXX. 

Actions Taken Contact with Visa Card ServicXXXX ( XXXX  ) : On XX/XX/year>, at XXXX XXXX, I contacted XXXX XXXX XXXX XXXX at XXXX. They instructed me to submit documentation and photo evidence via email to XXXX. 
I complied the same day, including a detailed explanation of the situation and case number XXXX. 
XXXX Payments Response : On XX/XX/year>, XXXX Payments informed me that I would receive a replacement card within XXXX business days. 

Follow-ups : XX/XX/year> : I contacted Target Disputes to formally dispute the charge. They initiated an investigation. 
XX/XX/year> : I followed up via email with XXXX Payments regarding the status of the replacement card but received no response. 
XX/XX/year> : I followed up again with XXXX Payments regarding the replacement card, but I still received no clear updates. 
Targets Investigation Outcome : Target concluded its investigation and declined to issue a refund, citing that it was a third-party product. This decision was made despite my explanation that the gift card was defective. 

Ongoing issues I have repeatedly called XXXX XXXX XXXX XXXX ( XXXX ) and spoken to various representatives. However, I have faced the following challenges : Inconsistent Information : Representatives have provided conflicting updates on the status of my replacement card. 

Lack of Transparency : I have been unable to obtain clear, actionable information about the resolution timeline. 

Unprofessional Support : No knowledgeable or dedicated individual has managed and resolved my case. 

During my last conversation, a representative named XXXX XXXX stated that I should expect the replacement card by XX/XX/year>. Another representative, XXXX, advised me to wait until XXXX XXXX XXXX. Constantly pushing out the forecast on when I should receive my replacement card in addition to them saying its issues with the XXXX XXXX XXXX XXXX  why I haven't received it. 

I recently checked the status of my XXXX case, and it incorrectly states that the issue has been resolved. However, I have yet to receive my replacement card, despite being told it would be mailed to my address between XXXX XXXX XXXX 

This lack of clarity and constant delays is unacceptable. I am escalating this matter to demand immediate action and resolution.

Company response to consumer: Closed with non-monetary relief