Consumer complaint received 2023-07-10 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: TD BANK US HOLDING COMPANY
State: IL

Complaint narrative:
I contacted XXXX XXXX on XX/XX/23 regarding one of my monthly premium payments for my two phones under the plan. It was then discovered that I had been erroneously paying the {$11.00} monthly payment for each of the phones but that I no longer owned the phones ( had traded them in for two new phones some time ago ). The XXXX informed me that I had erroneously made a total of 67 PAYMENTS ( 34 payments on one phone, and 33 payments on the second phone ) over a 3 year time period. 

The rep informed me that based on the total number of payments erroneously made ( total of 67 ), that a credit in the amount of {$800.00} ( 67 x {$11.00} = {$800.00} ) was due me, and that I would receive the refund within 2 weeks. On XX/XX/23, I went to my online account and sent an " inquiry '' requesting that my account with XXXX be cancelled. I I then contacted XXXX again ( speaking with XXXX ) regarding the status of the refund and was informed that " the request was probably with the " back office '', and to give it 5 more business days ; he gave me a reference # XXXX. On XX/XX/23, I again called XXXX XXXX and spoke with XXXX who stated that the refund would be process by XX/XX/23, at which time I requested that a " paper check '' be mailed as opposed to crediting my checking account where the payments had been made from over the years. I also went online and had a chat with XXXX regarding same. I was also informed for the first time that TD Retail Card Services ( the Bank who financed my XXXX account, and to whom I made my monthly online payments to ) would be the institution who would be issuing the refund. 

On XX/XX/23, I received an email from TD Retail Card Services that my online account had a " new credit item '' appearing on my " XXXX Financing Account ''. When I logged on, the credit in the amount {$800.00} was showing. 

On XX/XX/23, I called XXXX " again '' and spoke with XXXX, who advised me to allow another 5-10 business days from XX/XX/XXXX to receive the refund. He also informed me at that time that TD Credit Card Services would be issuing the refund ( as they are the institution I had been making the payments to ). I then called TD Retail Card Services and spoke with XXXX, who confirmed that the credit owed ( but that their system was showing the credit as {$800.00} as opposed to {$800.00} ; that's because on on XX/XX/XXXX per my online account, TD added a {$.00} " XXXX offset '' to my account ), which she claims was the reason why my refund could not be processed ( because of the XXXX discrepancy ), and that she would follow up with me on that Friday ( XX/XX/23 ) to with a status update on my refund. I then also sent another online inquiry ( copy attached ) to TD Credit Card Services asking them to confirm when my refund would be sent out. 

On XX/XX/23 at XXXX XXXX, I called TD Credit Card Services and spoke with XXXX in Customer Service first. She first stated that she had to put me on hold and confer with the " higher ups '' to get my refund processed and proceeded to put me on hold for 10 minutes. When she returned, she informed me that my refund request was in a " block status '' due to ( XXXX ) my XXXX XXXX bankruptcy filing on XX/XX/23 ( even though I have no balance due with XXXX XXXX per the attached credit report ), and ( 2 ) she then stated that my account is " in collections and 6-9 months delinquent '' ( even though my last payment to XXXX was on my due date of XX/XX/23 ; I cancelled my account on XX/XX/23, after the XXXX payment was " charged off '' by TD Retail Card Services on XX/XX/23, leaving a XXXX balance for the month of XXXX ). She then transferred to Collections, who then transferred to Bankruptcy ( who then informed me that I was speaking the XXXX Dept. for home loans ), who then informed me that my account was in the " Recovery '' Department which when transferred to it the call was disconnected. I then sent another " online inquiry ) via my online account to TD Retail Card Services ( copy at I just received a response to my XX/XX/23 online inquiry this morning ( copy attached ), with TD Retail Card Services again telling me to contact them to discuss.

Company response to consumer: Closed with monetary relief