TD Bank Credit Card Dispute Problem

[calico]

Has anyone had any issues with the credit card dispute department at TD Bank? Or any credit card company for that matter?

Back in Jan, I disputed a charge on my card because the merchant lied about the product and told me it would work with something and it didn't. I tried working with the merchant to resolve the issue, then gave up and disputed the charge on my credit card. Well, it took the bank over a month to send me a letter on the proposed resolution and by that time, the merchant had accepted the return of the item. The letter asked for a response, so I called the bank to let them know the amount of the refund was incorrect and that the item was returned already. Fast forward to today, I get a letter from the bank saying my dispute was closed and no billing errors were found, so they added the charges to my card again. For shit that I am no longer in possession of. There is no credit from the merchant on my statement. The customer service person I talked to at the bank kept changing her story as to why the despite was closed. First it was they had not received a response from me- bullshit, I called 2 weeks ago. Then it was, I didn't provide proof of return- well, they never gave me a paper copy of the invoice, my husband signed a tablet when they picked it up AND no one told me that I needed to procure something like that to give them. Also, why is that burden on me? So now supposedly, there is a request for the dispute to be reviewed, but no guarantee that will happen. Excuse me? That's fucking fraud. 

You get a box of cookies and a beverage if you read this far.

Anyone else deal with bullshit like this with them or another credit card company? I'm about to write to my state's attorney general, because we are talking about almost $1400- not like $10.

[sadlebred]

Do you have a tracking number of when the item was sent back? That might suffice for proof of return. Disputes can be strange. I had two $90 charges on a credit card a couple of years ago for one hotel room reservation for a single room. The hotel said I'd reserved two rooms. They used my check in signature as "proof" of a second room--even though it had a single room on it, the one I'd reserved online. The CC company found in favor of the merchant. I find that is the case more often than not these days.

[madringal]

Have you spoken to the merchant? Why didn’t your refund go through? You said there was a difference? How much? For a tablet I would expect to pay a restocking fee.

[madringal]

calico

Ok, I just read that again. So if I am reading it correctly, you got a provisional credit when you made the dispute, and then TD bank got wind that you got a refund, so they essentially took away your provisional credit. So your transaction looks something like this:

$1400 purchase of tablet
($1400) dispute credit from TD bank
($1000) partial refund from merchant (just using round numbers here, obviously no idea what your refund amount was)
$1400 reversal of provisional credit from TD Bank

So essentially you are out the difference right now, although it may look and seem like more since you were just charged the full amount.

Is that right?

If som then yes, that is exactly how disputes go. Once TD found out you were getting a refund, then the claim is over and they get to recoup their credit. The dispute of the difference is not on them, thats on the merchant. Their purchase protection typically just covers the actual purchase, not what happens in refund/credit situations.

[kadams767]

Mar 16, 2019 19:53:39 GMT -5 calico said:

Has anyone had any issues with the credit card dispute department at TD Bank? Or any credit card company for that matter?

Back in Jan, I disputed a charge on my card because the merchant lied about the product and told me it would work with something and it didn't. I tried working with the merchant to resolve the issue, then gave up and disputed the charge on my credit card. Well, it took the bank over a month to send me a letter on the proposed resolution and by that time, the merchant had accepted the return of the item. The letter asked for a response, so I called the bank to let them know the amount of the refund was incorrect and that the item was returned already. Fast forward to today, I get a letter from the bank saying my dispute was closed and no billing errors were found, so they added the charges to my card again. For shit that I am no longer in possession of. There is no credit from the merchant on my statement. The customer service person I talked to at the bank kept changing her story as to why the despite was closed. First it was they had not received a response from me- bullshit, I called 2 weeks ago. Then it was, I didn't provide proof of return- well, they never gave me a paper copy of the invoice, my husband signed a tablet when they picked it up AND no one told me that I needed to procure something like that to give them. Also, why is that burden on me? So now supposedly, there is a request for the dispute to be reviewed, but no guarantee that will happen. Excuse me? That's fucking fraud. 

You get a box of cookies and a beverage if you read this far.

Anyone else deal with bullshit like this with them or another credit card company? I'm about to write to my state's attorney general, because we are talking about almost $1400- not like $10.

I’m not following what happened with the merchant and the return.  You said that the merchant took the return - your husband was there when it was picked up, but didn’t get a receipt or tracking?  And then you only received a partial refund?  If this is what happened, honestly, I’d think your dispute is more with the merchant than the bank/CC company, but if you are disputing with the credit card company, it makes sense to me that it’s a new dispute because it’s only for the partial amount which the merchant didn’t return to you, not the full original amount that you disputed originally.

[calico]

Sorry if I didn’t explain this clearly before-
1) the merchant picked up the item for return with their delivery service ( it was a mattress base). My H signed for the return on a tablet ( not a paper copy) so we weren’t given a copy or receipt or any type of tracking info.
2) the bank gave us provisional credit when we disputed that charge and then charged us that amount back and closed the dispute for reasons that keep changing. The merchant never credited our acct for the returned item.
3) the merchant has not cooperated at all this whole time. You cant get a manager on the phone to save your life. The only way I was able to get the company to respond was to file the dispute in the first place. If you purchased something in the store, the corporate number tells you to contact the store and hangs up on you. The people in the store say they can’t help you. It’s a vicious circle.

I’m going to try calling the store again sometime today, but I am not hopeful I’ll get anywhere.

[covergirl82]

I agree with RockNVoll on filing a complaint with the BBB (maybe on both TD and the merchant). Depending on what happens there, go to your state AG.

I also had a good outcome after filing a complaint with the BBB after Fifth Third Bank tried to charge interest on the mortgage for our last home (and I had tried to resolve the issue with Fifth Third first), for the time between the closing date and when they processed the paperwork. Fifth Third tried to scam us (and it wasn't the first time, so I will never bank there again), because you can't charge interest on a loan that doesn't exist.

[calico]

RockNVoll and covergirl82, Thanks for mentioning a BBB complaint. I don't know why but I never thought those worked. I filed my complaint and someone from corporate customer service called that day. we played phone tag a few times, but I finally talked to the guy today and I'm hopeful that this will get resolved. Apparently they didn't credit my account because they thought I already got a credit, so I had to explain the dispute process to him. I was basically like, look you and the bank need to work this shiz out because I'm getting charged interest on this crap and I'm not going to pay interest on something that should have been resolved a month ago.