Consumer complaint received 2024-12-23 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: MD

Complaint narrative:
Good morning. Im writing to you to ask for assistance in dealing with Nordstrom in relation to a security breach I experienced at the beginning of XXXX, but only learned about relatively recently. 

In XXXX of XXXX, I noticed in my online XXXX account, that someone from XXXX had made a bunch of fraudulent charges to my credit card in the month of XXXX. I quickly spoke to XXXX XXXX support, and they reversed the charges. After that, nothing happened, so I assumed that the security breach was over, and I was in the clear. Little did I know that this was just the beginning of a larger incident of identity theft. 

It was not until XXXX that I realized something more serious had occurred. The discovery was a mere accident. I had submitted a Rental Application with XXXX and received a copy of my credit report as part of this application. In this report, I noticed that an old Nordstrom account that I no longer used or had access to showed many charges at the beginning of the year, around the same time that I discovered my XXXX XXXX account had been breached. It also noted that the account status showed Rate/Status XXXX : Charge-off. The account was opened XX/XX/XXXX and the last activity was XX/XX/XXXX. I quickly made a myEquifax account, got my credit report from them, filed a dispute for the hacked Nordstrom account, and proceeded to call Nordstrom to find out what was going on. 

On XX/XX/XXXX, I spent half an hour on the phone with Nordstrom, trying to understand what had occurred. It was explained to me that they believed that I was the one who made the charges, and that the bills continued to be sent to my home through XXXX. This was simply wrong, and I explained that to the customer service representative. They told me that they would launch an investigation and get back to me shortly. Roughly XXXX weeks later, I received a letter in the mail from Nordstrom denying my fraud claim with all of the details mentioned. 

On XX/XX/XXXX, I spent XXXX minutes on the phone with Nordstrom yet again. I explained everything that occurred again and spoke to an agent named XXXX. After many attempts to explain what happened, she finally began to understand the situation. She agreed that something was off with my account, and that should be re-investigate and get back to me. I never heard back from her. 

On XX/XX/XXXX and XX/XX/XXXX, I tried again. I spoke to yet another agent, who informed me that XXXX marked my account as liable. I didnt understand how this could have happened, so I asked them to have XXXX contact me again. She never did. I tried multiple times to get through to someone that is actually able to understand what occurred, but have still been unable to. 

Since then, its been relatively quiet. My credit report still shows the Nordstrom charge-off, yet I have never been contacted about these alleged charges, neither by a law enforcement agency, nor a collections agency. I am asking for your help to clear my name, and compel Nordstrom to rescind any and all claims against me. All supporting documents are attached to this letter. Thank you and happy holidays.

Company response to consumer: Closed with explanation