Consumer complaint received 2022-02-20
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I have XXXX accounts with TD Bank : checking, savings, and a credit card. I have recently seen alarming patterns of reoccurring fraud on my account. When I opened a dispute on one of the fraudulent, unauthorized transactions I was sent a letter saying TD determined that fraud did not occur. Here is a breakdown of what happened : XX/XX/XXXX I received a TD Bank Fraud Dept text message at XXXX on XX/XX/XXXX asking if I attempted a {$1000.00} withdrawal. I texted back no. I got another text saying my card was turned off and to call to order a new card. This debit card was in my possession, in my wallet at the time of this fraud. I was in my bed, half asleep, when I got the text message. 

Later that morning I checked my TD accounts ( checking, savings ) and saw a {$300.00} ATM withdrawal from my savings in a different neighborhood. I called TD, who confirmed that someone tried withdrawing {$1000.00}, and it was rejected, but they were able to successfully then withdraw {$300.00}. They then tried to withdraw {$700.00} which was denied and I was not notified about since the card was turned off. My card was then unsuccessfully used at various gas stations and a casino. 
I requested a new debit card sent to my home address. I submitted a dispute against the {$300.00} withdrawal on XX/XX/XXXX and on XX/XX/XXXX received a letter stating TD determined that fraud did not occur. 
I never received my new debit card. 

XX/XX/XXXX I received a TD Bank Fraud Dept text message at XXXX on XX/XX/XXXX asking if I attempted a {$500.00} withdrawal. I said no. I got another text saying my card was turned off and to call to order a new card. 
I then checked my TD accounts ( checking, savings ) and saw a {$500.00} withdrawal from my savings, a {$500.00} withdrawal from my checking, a {$500.00} withdrawal from my checking, a {$3.00} balance inquiry fee from my checking, a {$3.00} non TD ATM fee from my checkin, and another {$3.00} non TD ATM fee from my checking. And a pending {$23.00} XXXX withdrawal from my checking. All of these transactions were on XX/XX/XXXX. 
I called TD, and submitted disputes against all these charges, except for XXXX since that is still pending. 
On XX/XX/XXXX I received the letter stating TD determined that fraud did not occur on the {$300.00} dispute I filed on XX/XX/XXXX. I called TD again and was told that my new debit card that I had requested on XX/XX/XXXX had been sent out and activated, even though I have not yet received it in the mail and I did not activate the card. Someone at TD said that someone activated my card using my social security number. I was told to file a police report to reopen my dispute and advised to request a credit freeze with the XXXX credit bureaus which I then did. 

This is an extremely frustrating situation. These instances are all fraud and are very different from my day to day spending habits. I have been a TD banking customer since XXXX so they are aware of my habits and they know this is fraud. I was alerted to the fraud by TD, and now TD is denying that there is any fraud. I feel like my money and identity is not safe with TD, and I am scared. It is a large amount of money that I need back.

Company response to consumer: Closed with monetary relief