Consumer complaint received 2024-11-28 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: TD BANK US HOLDING COMPANY
State: NC

Complaint narrative:
On XX/XX/year> I made a payment in error for the full amount owed on the account. Amount owed of {$870.00}. 

On XX/XX/year>, after the payment posted from my banking account I immediately called in and asked for this to be refunded. During that phone call I explained what happened and that the website had changed, and it confused me. The agent spoke with a supervisor and explained the situation. The supervisor then agreed to issue me a refund of that payment. The refund was due to be issued on XX/XX/XXXX. I was told that I would receive the refund check in XXXX business days. 

I waited for almost a full month and never received the refund. Despite the refund never being issued the amount I was set to be refunded was charged back to my TD Financing account and I was expected to start back making payments .... 

On XX/XX/year>, I called to check in on the status of the refund. I was then told that they had an error with issuing checks and that mine was never issued and that they would have the check reissued to me. Meanwhile I am still expected to make payments on the account despite me not being refunded. My account at this time should still paid in full considering I was never refunded the amount that was paid in error .... 

On XX/XX/year>, after still not receiving the refund check I called back once again. The agent spoke with a supervisor and told me they were having issues with issuing refund payments. The supervisor stated that they were going to expedite the check to me. Despite not receiving the payment 2 months later I was still expected to make my monthly payment. I made the payment because I did not want my credit to be affected or to accrue a fee. 

On XX/XX/year>, I called back again and explained the situation for the 4th time. The agent understood the problems and spoke with a supervisor. The supervisor then told the agent that I would not be receiving a refund, and my account balance would not be made XXXX despite not being able to receive a refund. I asked to speak to the supervisor directly. Once I got on the phone with the supervisor, she told me that she misunderstood the agent. She stated she comprehended my requests as me wanting a refund payment and my account balance to be {$0.00}. I told her no. I do not expect both, but I absolutely expect one or the other. The supervisor stated that because there were so many issues with the refund checks being issued that she would issue payment by ACH, and it would go onto my account via direct deposit. I was told that I could expect this within 5-7 business days. 

On XX/XX/year> I finally received the refund via direct deposit. Great. 

Until I received my statement in the mail showing that they had charged the amount that was due to be refunded back to the account again. Mind you this had already been charged back in XXXX when I originally called requesting a refund. So I was charged back {$870.00} two times and only refunded {$870.00} one time. During this mess up I also accrued interest charges that I should not have had due to the account technically being paid in full until I finally received the refund on XX/XX/XXXX. The plan I signed up for was XXXX interest for 36 months. I also received a late fee despite the account being paid in full until I received my refund. 

As of today TD Financing company has yet to remove the duplicate charge back of {$870.00} - They have yet to remove the interest fees of {$100.00}. They have yet to remove the late fee of {$29.00}. Once all of this is done, my account will finally be accurate. 

I have contacted the company over 7 times via phone and also have written a email with all of this information to their customer care email that is listed on their website. I have yet to be provided a resolution.

Company response to consumer: Closed with monetary relief