Consumer complaint received 2022-06-28 00:00:00
Product: Payday loan, title loan, or personal loan — Personal line of credit
Issue: Problem when making payments — 
Company: TD BANK US HOLDING COMPANY
State: WI

Complaint narrative:
On XX/XX/2022, I order a XXXX XXXX XXXX XXXX XXXX with XXXX XXXX XXXX XXXX & XXXX ( order # XXXX ). The transaction seemed very clear and easy. I was financed through TD Bank. 
On XX/XX/2022, I was contacted by text letting me know that my order was ready to be delivered via the XXXX XXXX XXXX XXXX that was being facilitated by XXXX. I scheduled the delivery date of XX/XX/2022, between XXXX and XXXX. 
When the two men arrived to deliver and assemble the machine, they checked the area where the XXXX would be set up and began unpacking pieces and taking them to the room. They opened maybe 4 pieces from the box and got to the electrical cord for the machine and found it to be damaged. They showed the cord to us it was indeed damaged and said they could not put the machine together and would take it back and order a new one for us. They indicated that we did not need to do anything except sign the paperwork showing we declined the machine because it was damaged. Around XXXX the same day I got an email XXXX indicating there was an exception to the shipment and that there seemed to be an issue with the shipment. We assumed this was standard procedure and that as a result of this email, a new machine would be sent out to us. 
No machine ever came, no one ever call us, but the first bill showed up and let me know that payment was due. 
I called XXXX and was told by a Customer Service Rep that XXXX did indeed get the message from XXXX that the machine delivered to my house was damaged, but that no one had open the email, hence no contact or resending of a new machine. She assured me that she would get things back on track and also offered me 1 month of XXXX  to make up for their mistake. She gave me a case number and told me the new machine would arrive in few weeks. She directed me to contact TD Bank to let them know what happened. 
I called TD Bank letting them know that I had not received the unit and was concerned that If I did not make the payment, it would adversely affect my credit. The Rep on the phone said she would start an inquiry and that would suspend the payment, until this was all straighten out. 
In my contact with both companies, I was assured this would be fixed. I got a letter from TD Retail Card Services on XX/XX/2022 indicating they total amount for the unit was placed in dispute. I got a second letter from them on XX/XX/2022 indicating they were still investigating my dispute claim. I got a third letter dated XX/XX/2022 indicating that their investigation indicated a billing error did not occur and that XXXX the merchant said an exchange of merchandise was granted or completed. 
I have not received the XXXX I was never contact by XXXX or XXXX regarding the re-shipment of the XXXXXXXX and I am baffled at how TD Bank came to the conclusion that I received the machine. 
I am sad because I expected honesty and integrity from both companies. I am concerned that I am not the only one this has happen to and I am angry the TD Bank and XXXX  somehow believe they have done everything right, when clearly this has all been handled completely wrong. 
This has and will continue to adversely affect my credit score and has cause me great distress. I went through all my emails and billing statements to gather all the information I have to prove this injustice being perpetrated against me and possibly countless other innocent consumers, who just wanted to buy exercise equipment from a name ( XXXX ) we thought we could trust and a bank ( TD Bank ) that should be protecting consumers instead of trying to make them pay for merchandise they did not receive. I am shocked that this even happened, especially since I had no control over any part except to sign for the loan and sign for the return of the damaged XXXX 
I am not interested in the machine any longer and will never do business with TD Bank or XXXX ever again. Please correct this injustice, close my account and correct any adverse information you reported to the credit companies. Shame on you TD Bank for believing XXXX and not doing a thorough check! Shame on you XXXX for lying and saying I received the machine!

Company response to consumer: Closed with monetary relief