Date Received: 2020-11-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have explicit complaints about TD Card Services disgusting, horrendous disputes process and merely performative and nightmarish customer service. TD Bank - America 's Most Inconvenient Bank. I have a TD Credit Card and recently it has given me almost nothing but XXXX. This year ( 2020 ) I filed 2 disputes with TD Card Services. One dispute ( for a series of 3 charges totaling in about {$60.00}, case # XXXX ) is for an XXXX WiFi service that I neither signed up for or authorized. I have a tremendous amount of details and evidence showing that I never signed up or authorized charges for XXXX WiFi and explained the problem/reasoning in detail on numerous occasions, but TD Card Services refused to even review my valid, factual information that I submitted, continued to uphold their final decisions at my expense, and did not rule in my favor. I even filed a complaint with the XXXX XXXX XXXX and TD Card Services still mindlessly doubled-down on their XXXX poor decision without looking at my proof. Please read the attachment " XXXX - XXXX Complaint - TD Card Services & XXXX XXXX '' for more detailed information. Nearly all of the attachments to this CFPB complaint are for this case ( case # XXXX ) alone. The other dispute ( case # XXXX ) was for a XXXX XXXX product ( total price {$430.00} ). I purchased this product and I ran into issues with it after the return window ended and I was no longer able to return it. For example, the product was unable to fax like it should and the scans were often sloppy and misalignment in spite of following instructions. I almost feel like the product is not entirely as described in terms of actual functionality and performance. In spite of explaining this issue in detail to TD Card representatives, they told me that they would start the dispute and the merchant and TD Card Services would contact me. No one contacted me, I didn't receive anything from TD or the merchant about this matter in my mailbox, and they even randomly closed the dispute and CHARGED THE DISPUTED AMOUNT ONTO MY ACCOUNT AGAIN WITHOUT WARNING. I then call TD Card Services and they justify the charges saying that they tried to contact me and the merchant said I never returned the item even though they didn't even give me that option and I'm already past the return period. Then TD basically says " oh well you have to contact the merchant directly at this point and they rules and don't have to accept any returns. '' Damned if I do, damned if I don't. Either way, TD will side with the merchant and the merchants ' rules. TD will not go to bat for even their most loyal customers like myself. Both cases were closed in favor of the merchant in spite of my documentation. TD refuses to reopen both cases, especially now because " too much time passed '' or " period or window expired ''. Also while most credit card companies allow you to create or manage disputes online and submit documents via mail/online, TD doesn't. In fact, TD makes the process extremely tedious and difficult and wants you to find a way to fax or send them mailed physical copies of evidence in the middle of a pandemic. They won't update their archaic system and they don't care if there's a pandemic or not except when they are the ones making excuses for why I can't receive letters/callbacks/resolutions/etc. I told TD bank that most people do not have fax machines and working printers, most libraries and printing/faxing places are closed, and that we would be risking COVID-19 exposure if we leave our houses, but I was still told that those were my only options. UNBELIEVABLE! I also had too many representatives AND supervisors ( I wasn't able to speak with supervisors before today ) saying they completely understand my problems, yet do nearly nothing to fix them. Outside of representatives and supervisors in both customer service and dispute departments, they would not allow me to speak to management, escalations, investigations, executive, and corporate teams for better resolutions in spite of my repeated requests. I have gotten nothing but lack of communication, transparency, help, care, protection and honesty from the merchants and institution alike. TD does not do right by their customers no matter what they say and how convincingly they say it. Apparently now, they will always side with the merchant whether they want to admit it or not. How am I banking human if TD is robotically treating me inhumanely?! DO NOT use or apply for a TD Credit Card if you can help it. They will not provide any real protection for the consumer and you will be left hanging if you experience fraud, unauthorized charges, or issues with services/products that you couldn't work out with the merchant. I have not had NEARLY this much hassle with disputes or unauthorized charges with my other major credit cards. I am heavily considering whether or not I should close this credit card account at this point.
Company Response:
State: NJ
Zip: 08104
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020 my daughter made a deposit for me at the TD Bank, XXXX XXXX XXXX, XXXX, DE through the ATM. The deposit consisted of {$110.00} cash & a draft in the amount of {$50.00}. The machine returned the draft indicating it could not be deposit at this time. It then returned my debit card but no receipt for the {$110.00} cash. We went to the drive through teller & explained the situation and asked her to help to get a receipt & to deposit the check. She basically cashed the check & said for me to check my account online for the deposit. I did check my account & it did not show the deposit. I immediately called the bank & spoke with a representative ( XXXX ) who filed a dispute complaint on my behalf. I also asked her to retain the video of the ATM of that day. I did receive a complaint number via email from a XXXX XXXX ( XXXX ) I was told it will take a day or two to balance the ATM. Called on XX/XX/2020 & had to leave a message. On XX/XX/2020 I spoke with XXXX who indicated that there was no indication on my complaint yet & it takes 7 to 14 days. XX/XX/2020 I checked my online account & still no deposit. XX/XX/2020 left another message. Called again & spoke with XXXX & left a message for XXXX XXXX to call me. XX/XX/2020 its now 2 weeks & no response from anyone. I left another message. I called my branch of TD Bank and spoke with a gentleman named XXXX, who went over & above to help me. He located my complaint and indicated that a not was only recently placed on the form indicating it was being denied because the representative who filed the complaint did not put the terminal number on it. He checked everything possible & called the branch on XXXX XXXX & was told that there was no transactions on my card and Im basically out of the {$110.00} I deposited. This is unacceptable!
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2020, I received info that I have a balance with Target credit card 0f XXXX $ and it was overdue so a missed payment fee was added to the account- fee of 30 . I did not remember making any recent purchases with that card in XXXX, at the mentioned location, as it was far from my house or the location where I shop usually also, when I checked my wallet, I saw the card missing. I called the customer service to require more info about the purchase and was told that they can put the dispute under investigation. I asked if I have to make a payment while the dispute is reviewed and was told that _NO, until a decision is made I have no payment to make. On XX/XX/XXXX I recieved the letter stating that my dispute is denied and I have to make a payment, so I did pay the amount required. At that point I also noticed that they added one more late fee of XXXX $ to the account, so my balance was XXXX $ already. so they added the amount before I was aware of the decision regarding the dispute, and they also reported my account to the credit bureau and that affected my credit history by 120 points. I had an account with them for over 3 years, and my account history was positive. I was a good paying client. It is not professional to Add an extra fee to the account before I have info regarding the dispute and also to report me to the credit bureau before the status of the dispute is announced to me. I found out about the status on XX/XX/XXXX, that is when I recieved their letter and I paid my balance right away. On XX/XX/XXXX I recieve a call from Target collection department and the lady is asking for a payment. I told her that I payed yesterday, she double checked and confirmed the ayment was made. After 1 week I found out that my account was reported to the credit Bureau and that lowered my credit by 120 points. I called Target to clarify why they reported me, before the status of the dispute was announced to me and why I was reported if my balance was cleared. The lady advised me to file a dispute with XXXX regarding the activity and that Target will also follow up with a letter to XXXX to inform that my account was wronfully reported, due to the fact taht I still had a dispute open or the dicision on the dispute was not announced to me, when the account was reported. On XX/XX/XXXX I followed up with XXXX and they Informed me that as of XX/XX/XXXX Target informed XXXX bureau that I had a balance of XXXX $ still open on my Target account. Please assist me and advise me on how to proceed and also to fix my credit score. I believe Target services were acting unprofessional and it was wrong to report me to the Credit bureau before the decision on the dispute filed was announced. Also it was wrong to report on XX/XX/XXXX that I still have an open balance of XXXX $ when my balance was covered the account was up to date in XX/XX/XXXX.
Company Response:
State: IL
Zip: 60067
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have covid ... I went to the bank and told them that through the intercom in the Drive-Thru and they refused to give me a replacement debit card! They were screaming the fact that I had covid over the loudspeaker loud enough for everyone in line to hear it ... .and when I called the bank they weren't even able to handle it ... the manager of the bank was hanging up on the customer service person. It was unprofessional and XXXX. I have been a customer for years.
Company Response:
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I had opened a financial Account through TD Bank , N.A . Months ago for a purchase with XXXX and had never activated or used the account. I called months ago to close the account and it is somehow still open. I am also still receiving letters in the mail regarding the account.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed a Police report. The Bank also said they did not care about the fair and debt collection practices law of 1973
Company Response:
State: VA
Zip: 20175
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Our family has had several checking and savings accounts with TD Bank for many years. Suddenly on XX/XX/XXXX, two electronic transfers through XXXX ( for {$1000.00} in and {$1000.00} out ) occurred in our joint checking account. We had never authorized XXXX usage on our accounts, and TD never contacted us to verify if these XXXX transfers were authorized. On XX/XX/XXXX our son noticed that there had been 5 unauthorized XXXX transfers out of his account for a total of {$4800.00}. He immediately notified TD Bank and filed a fraud claim. TD did not advise our son to freeze or put a hold on his account to prevent further fraud. On XX/XX/XXXX XXXX contacted TD to report that another fraudulent transfer for {$170.00} had occurred in the joint checking account on XX/XX/XXXX and to reiterate that he had NEVER authorized any XXXX transfers at any time and that our accounts were being defrauded. XXXX submitted a fraud claim for the fraudulent {$170.00} transfer. TD advised XXXX to freeze all accounts ( including our son 's ) and to set up a new account with a new username and password. XXXX understood that this account would be secure and TD would prevent further XXXX transfers, as TD had been informed by both XXXX and our son of the fraudulent XXXX activity, and TD said they were investigating the fraudulent transfers. On XXXX, XXXX, XXXX, and XXXX four new fraudulent XXXX transfers totaling {$3900.00} were made from the new " secure '' account set up by TD. On XX/XX/XXXX, XXXX called TD and reported 3 of these fraudulent XXXX transfers out of the new account. He filed another fraud claim, and expressed deep frustration that TD was not able to stop these transfers immediately ( they had been notified of the fraud since XX/XX/XXXX ) and protect our funds. TD advised him to close the compromised account and set up ANOTHER new account, which would be totally locked down and to which he would have no access via Online Banking. XXXX set up the new account as advised by TD. On XX/XX/XXXX we went to the XXXX store and had diagnostics run on our XXXX laptop computers and phones. Two Malware threats were found on XXXX XXXX computer- Adware.XXXX. XXXX removed the Malware from XXXX XXXX computer. Also on XX/XX/XXXX, our son was informed by TD that his fraud claim was denied, in their words " because his dad 's email had been used to authorize XXXX ''. This is untrue- XXXX was NEVER contacted by TD to verify a single one of the 10 fraudulent XXXX transactions that occurred in our accounts ( 5 of which occurred after XX/XX/XXXX when TD was first informed of the fraudulent activity ). The real problem seems to be that TD 's security systems around XXXX electronic transfers are totally INADEQUATE to protect their customers. We have filed a police report with the XXXX NH Police Department ( # XXXX ), which we can make available upon request. We can also provide copies of the XXXX Malware report and bank statements showing evidence of all fraudulent transfers, if requested. We will attach a timeline showing the dates and amounts of the fraudulent transfers as well as the various dates when we reported the fraud to TD.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2019 my bill did not go through when it was on auto-bill. I reached out to the company and they said that they saw the payment try to come out of the bank but it was rejected. They never notified me of the rejection and gave me this late payment. I now can not get a mortgage because of this mark on my credit and the company will not help me with this unfair situation.
Company Response:
State: UT
Zip: 84041
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Weve asked this company Target, to send us the following through your agency CFPB. They did not give us a signed contract with my name on it, or a pay off disclosure, or interest rate disclosure, or balance history, or payment history, or a copy of a check from me, or credit insurance, all being asked as of XX/XX/XXXX. Now they report I opened this account with them XX/XX/XXXX, and that is four yrs and that is the STATUE OF LIMITATION in the State of Pennsylvania where Ive always lived, so this must be removed from my credit report by law and all pursuing of any debt must stop by law!!!
Company Response:
State: PA
Zip: 188XX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to obtain a mortgage payoff letter for more than week from TD Bank, and can not get one. It is now putting my entire transaction at risk.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A