Consumer complaint received 2025-10-10 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
I am filing this complaint because both TD Bank Retail Card Services and XXXX  ( XXXX  ) have refused to properly resolve a defective merchandise issue and are providing false statements regarding the facts of this case. 

Despite multiple documented attempts to resolve the matter, TD Bank has claimed that no defective merchandise claims have been filed and that the item was delivered in good condition. This is demonstrably untrue, as XXXX itself acknowledged the product was defective, shipped replacement parts, and dispatched technicians on several occasions. 



Timeline and Evidence : XX/XX/year> : Purchase made through XXXX  Financing ( TD Bank Retail Card Services ).

Initial defect : Upon setup, the machine malfunctioned and failed to operate properly. 
Between XXXX and XX/XX/year> : I have contacted both XXXX XXXX separate times and then TD Bank in an attempt to resolve the issue. 
XXXX  acknowledgment : XXXX representative XXXX XXXX ( chat transcript attached ) confirmed that there were XXXX service orders for this same defective unit, with the first technician visit on XX/XX/year>. 
XXXX also confirmed that replacement parts were shipped using the above XXXX tracking number. 
XX/XX/year> : A technician came out again to service the unit, but left it broken and completely disassembled. The machine remains nonfunctional and in pieces. 
Despite these repeated service attempts and clear evidence of a product defect, TD Banks XX/XX/year> letter falsely concluded that there was no defect and closed the dispute without proper investigation. 



Nature of Complaint : Both TD Bank and XXXX  are avoiding accountability and misrepresenting the facts to evade their obligations. 
TD Bank failed to conduct a reasonable and good-faith investigation under the Fair Credit Billing Act ( Regulation Z, 12 CFR 1026.13 ). 
XXXX knowingly misrepresented the products condition and continues to provide false information to TD Bank. 
Both parties are engaging in deceptive practices by denying a valid defective merchandise claim despite ample documentation. 



Attempts to Resolve : I have made four separate attempts to resolve this matter directly with XXXX through phone calls, online chat, and written correspondence. XXXX has repeatedly acknowledged the defect, shipped parts, and dispatched technicians, yet the problem persists. TD Bank refuses to conduct a proper investigation into my claim and falsely stated that this unit was delivered in good condition and no issues. 



Requested Resolution : I am requesting the CFPBs assistance in requiring both parties to : 1. Reopen the dispute investigation and conduct a proper review of the evidence.

2. Reverse the {$2700.00} charge on my TD Bank/XXXX  financing account.

3. Provide a full refund and pick up the defective merchandise.

4. Remove all fees, penalties, and accrued interest associated with this defective purchase.

5. Acknowledge in writing that the dispute was mishandled and the investigation was incomplete.

Supporting Documentation : I have attached : TD Bank dispute response letter ( dated XX/XX/year> ). 
XXXX  chat transcript with representative XXXX XXXX confirming multiple service orders and defective unit. 
Proof of delivery of replacement parts ( XXXX tracking # XXXX ). 
Photos and correspondence showing the broken and disassembled machine following the most recent technician visit.

Statement : This matter clearly shows negligence, misrepresentation, and noncompliance by both XXXX  and TD Bank. I have acted in good faith, cooperated fully, and provided documentation multiple times. Despite this, the product remains defective and unusable while I am being held financially responsible for it. I request the CFPBs assistance to ensure this is rectified under federal consumer protection laws.

Company response to consumer: Closed with explanation