Consumer complaint received 2026-05-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: TD BANK US HOLDING COMPANY
State: PA

Complaint narrative:
I am filing a complaint regarding misleading information about credit card benefits provided by TD Bank in connection with my TD XXXX XXXX XXXX credit card. On XX/XX/XXXX, prior to making a purchase, I contacted TD Credit Card Services to confirm whether my card included listed benefits on TDs website, including Extended Warranty Protection. I was informed that it did. This understanding was also consistent with TD Banks website, which presents Extended Warranty Protection as a XXXX XXXX benefit and refers to terms and conditions, but does not clearly indicate that certain XXXX XXXX cards may not include this benefit at all. Relying on these confirmations of coverage, I moved forward with a purchase of {$7800.00}, which I would not have made using this card had the benefits been accurately disclosed. The product was purchased new and subsequently experienced a significant issue and has not functioned properly. After more than a year of attempting to resolve the issue with the seller and manufacturer, the product has not been repairable within a reasonable timeframe. On XX/XX/XXXX, I contacted the benefits XXXX to file an Extended Warranty claim and was informed that my card does not include this benefit. On that same day, I contacted TD Credit Card Services again and was told by a representative on a recorded line that Extended Warranty Protection is a benefit of my TD Cash Visa Signature card. I was advised to attempt the claim again and call back if I encountered issues. With no progress on the second attempt, I initiated a complaint with TD Bank. On XX/XX/XXXX, I was contacted by a complaint XXXX. I followed up on XX/XX/XXXX and XX/XX/XXXX but did not receive promised callbacks. On XX/XX/XXXX, I contacted TD corporate support, who flagged the issue again. Later that day, I received a callback from the complaint XXXX stating that the matter could only be handled through the third-party benefits XXXX and that TD could not provide a resolution. I was also informed that coaching would be provided internally regarding the incorrect information I had received. This creates a direct conflict between TDs website, verbal representations from TD representatives ( including prior to purchase ), and the official Guide to Benefits, which does not include Extended Warranty Protection for my card. Both TD Banks and Visas websites for XXXX XXXX cards currently list Extended Warranty Protection as a benefit, which further reinforced my understanding that this coverage applied to my card. I also received written communication from the seller acknowledging that the product never worked properly, that repair efforts over the course of a year have been unsuccessful, and referring to the machine as a lemon. This further supports that the product has not been repairable within a reasonable timeframe. I relied on incorrect or misleading information provided by TD Bank when making this purchase and have suffered a significant financial loss as a result.

Company response to consumer: Closed with explanation