To whom it may concern:
I am writing to formalize my complaint and express my extreme disappointment with TD Bank and charge Orbitz with fraud.
On Wednesday, December 7, 2011 I attempted to purchase a travel package from Orbitz to Cancun, Mexico. When I pressed the submit button to purchase the package on the Orbitz website a pop up appeared on the screen stating “your transaction is unable to be completed at this time” and I was directed back to Orbitz homepage.
After several attempts to purchase the travel package we were advised that TD Bank was “kicking back the charges.” I then called TD Bank and asked them to allow the charges to go through as I was trying to purchase a travel package. TD Bank informed me that they could not process the transaction due to the fact that the amount was in excess of the daily debit card limit enforced by the bank. TD Bank then informed me that I could have the debit card limit increased if I submitted a request on the TD Bank website. I submitted the request to TD Bank immediately on 12/07/11 at 8:32PM. TD Bank’s auto-response advised that we should expect a response within 24 hours.
On Thursday, December 8, 2011 I received a response from TD Bank at 2:28PM advising that to increase the daily limits on my debit card I would need to visit a TD Bank store or fax a written and signed request. As I did not take the additional steps to increase my daily debit card limit there was no increase to my daily debit card limit and therefore no charges were processed for the travel package.
That same day Thursday, December 8, 2011 I withdrew funds from my savings account at TD Bank as I did not want to deal with the inconvenience of sitting at the bank and waiting for my daily debit limit to be increased. I deposited the funds into WellsFargo Bank and attempted to purchase the same travel package immediately as there were a limited number of seats left on the flights. To my dismay the flights were no longer available and I had to purchase my travel package through Expedia. I might add that the Expedia package requires us to layover, where the Orbitz package offered direct flights.
On Saturday, January 7, 2012 I reviewed my TD Bank statement. I was surprised to see that on Friday, December 9, 2011, two days after the attempts to purchase the travel package, there were four separate charges from Orbitz to my checking account. I was charged one charge of $1, 434.16 for the hotel and three charges of $1, 009.63 for the airline tickets. These charges are indeed fraudulent, as I did not attempt to purchase anything from Orbitz on December 9, 2011. Orbitz was made aware that TD Bank had a daily debit card limit and they deceitfully bypassed the bank’s policy by breaking the charges up into four separate transactions.
I have received a letter in the mail from TD Bank’s Debit Card Operation Investigation dated January 12, 2012 stating that they have opened an investigation on these fraudulent charges. This in unacceptable, as I submitted my complaint against Orbitz and the fraudulent charges to TD Bank on January 7, 2012, within the 30 day requirement to report fraudulent charges. As I adhered to the law, and am the customer of TD Bank, and Orbitz has clearly broken the law by processing these fraudulent charges the transitions should be reversed and all funds should be returned to me totaling $4, 463.05.
As I am not a wealthy woman and do not have excess cash lying around, I need these funds for my trip to Cancun, Mexico. I will be departing for Cancun, Mexico on Sunday, February 19, 2012 to attend my daughter’s wedding and expect this matter to be settled prior to my departure. I am elevating this complaint to see that the right thing is done and I am returned my funds of $4, 463.05. If this is not resolved in a timely fashion, prior to February 19, 2012, I will obtain council and be forced to take legal action.
Mary C. Hourican
This complaint has been submitted to:
Better Business Bureau
Consumer Complaint Agency
Department of Consumer Affairs
Department of Financial Services
Federal Reserve Consumer Help