Consumer complaint received 2025-09-23 00:00:00
Product: Credit card — Store credit 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: IL

Complaint narrative:
Order XXXX. I returned 6 items to XXXX  using a USPS label they manually generated ( their website was failing to generate labels at the time, and I had to chat in on XXXX to obtain the manual label -- chat log attached ) with the tracking number XXXX. The USPS tracking information shows the last scan on XX/XX/XXXX : " preparing for delivery. '' There have been no scans since. 
On XX/XX/XXXX, the day after the " preparing for delivery '' scan, I was refunded for four of the items in the return package. I was not, and STILL have not been, refunded for the remaining 2 items, which are : TWO ( 2x ) Sets of 2 ( 95 '' x52 '' ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( {$66.00} total with tax ) When generating return labels from their website, XXXX  always generates separate labels for items from each shipment package, and they tend to ship orders in many packages. I believe the curtain sets may have originally shipped directly from the manufacturer ; they definitely shipped separately from the other items in the order. If their website had been working, I believe I would have had to return the first 4 items for which I was refunded in one package and the curtain sets in another return package. However, since the XXXX  agent had to generate the returns manually because their online returns portal was malfunctioning, she generated one return label for all 6 items. I thought it might take extra time for the 2 curtain sets to be sorted for refund, so I waited until XX/XX/XXXX. I still had not received the refund XXXX owed me by then, and the returned items would begin accruing interest, so on XX/XX/XXXX I chatted again to inquire about the status of my remaining refunds. I'm also attaching that chat log. I was told that XXXX  couldn't verify that the return package had been delivered since USPS never completed the final scan, even though XXXX  clearly received the package since I was refunded for the other 4 items in it. The agent said they could not process my refund. 
I also reached out to USPS, and they said that the package had almost certainly been delivered on XX/XX/XXXX when it was " preparing for delivery '' but just not updated in their system. They said that I am not considered the sender, since it was a label generated by XXXX, and as such only XXXX could file a claim if needed. I explained this to the XXXX agent on XX/XX/XXXX and she still refused to do anything.

I returned all 6 items in full compliance with XXXX XXXX Return Policy. The two curtain sets were unused and in their original packaging. I paid for this order with my XXXX store credit card, and there's no way to dispute charges, which is already extremely shady.

I must be refunded for the remaining items I returned AND the interest that would have accrued had I not paid off my card in full each cycle ( as those funds should have been in my high-yield savings account or investments earning interest ). Again, XXXX clearly got the package, but if they want to pretend they didn't, they are eligible to file a claim via USPS ( whereas I am not, as explained above ).

I have tried to resolve this directly to no avail. As such, I am filing this complaint. I'm hoping that XXXX will finally do the right thing and refund me what I'm owed ( which should be earning interest in my high-yield savings account or investments ).

Company response to consumer: Closed with monetary relief