Consumer complaint received 2021-04-27
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2021, I received a phone call from XXXX recognized the number as TD Bank XXXX and quickly did a XXXX search to validate. The caller identified themselves as a TD Bank employee calling from the Fraud Department, and stated they had flagged a {$620.00} charge from XXXX. I replied that the charge was fraudulent. The caller advised that there were additional transactions they wanted to verify. They provided a series of dollar amounts that were initiated via bank transfer to an account held by XXXX XXXX in XXXX Texas. I responded that I had no knowledge of these transfers or the individual. Over the course of the conversation the caller referenced my bank account number, home address and phone number. The caller also mentioned by name an individual that I had sent funds to via XXXX over a year prior. They advised I contact this individual to ensure there was no fraudulent activity on their account. This was the one and only time I had used XXXX in the past. They also asked that I provide my 4-digit phone code so they could validate my account to reverse the funds transfers. I provided this code as requested. I was not suspicious, as they called from TD Bank 's phone number, had all of my account information, and gave me no had no reason to doubt I was speaking to a TD Bank employee. 

The caller advised that as my account had been compromised they would forward all of the details along for investigation. In order to halt the transfers they asked me to validate my account user name. I provided my user name. It did not raise any red flags for me as they weren't asking for my password. They also advised they would need me to respond to a " Y '' or " N '' text message to reverse the funds transfers that had been initiated fraudulently. They talked through each transfer with me, and I received a subsequent text message for each that appeared to be from TD Bank. There was a contact number on the text message which I quickly Googled, and found associated with the TD Bank website. My husband had previously received " Y '' or " N '' text messages from TD Bank, so it did not seem unusual to me. I assumed I received a call because of the high cost and number of fraudulent transfers. I replied to the text messages, with the intent of authorizing reversal of the transfers. The caller confirmed they had canceled my debit card, and asked for confirmation when I would be available the next day to sign for a replacement debit card. They advised it would deliver between XXXX, and that I would have to sign for receipt. 

The following morning, XX/XX/2021, the debit card did not arrive. I called TD Bank at the same number referenced above, and spoke to a bank employee. I explained that I was uneasy as the card had not arrived, and wanted to ensure the charges had been reversed as discussed, I also wanted to confirm I had actually spoken to a TD Bank employee. The bank employee stated that the rep had " forgotten '' to order my new card, so he would do so for me. He told me the account had been " hot-carded '', but gave me no indication that I was dealing with a scammer the previous day. After ending the call, I still felt uneasy so I decided to call my local branch to validate that the charges had been reversed. They repeated that my account had been hot-carded. I asked if I should close my account and they told me it wasn't necessary. They then placed me on hold so they could talk to their manager. They came back on the line and told me to come into the branch. 

I went into the branch and explained the entire situation. I showed the TD Bank employee XXXX XXXX XXXX the text messages as well. She advised that we had been targeted by a known scam. She insinuated that I must have provided my account number, which was not accurate. She walked me through closing my account, and opening a new account. I asked again if the transfers had been reversed. I was told that I could not take any action until the charges cleared. 

The following morning, XX/XX/2021, all of the charges that had been discussed with the original caller hit my account, with an additional {$2400.00} charge that was never discussed, and which I never authorized via fraudulent pretenses by text. The total of the fraudulent transfers was {$6100.00}. I went back to my local branch, met with XXXX, and disputed the charges. I offered to provide the text messages, but XXXX chose not to include them in the dispute. She advised that the funds would be returned to our account in 7-10 days. This same day I received confirmation emails that were manipulated to appear as official correspondence from TD Bank from the email address XXXX. 

I received a letter in the mail from TD Bank dated XX/XX/2021, stating that my dispute had been denied as I had authorized the transfers. This was surprising as I had sent the texts under false pretenses, and I never sent any texts authorizing the additional {$2400.00} that was transferred out of my account. The caller was convincing and possessed detailed account information. As soon as I became suspicious I took immediate action to call the bank, and received a subpar response. The first bank employee did not indicate that I had been the victim of a scam. I was proactive in reaching out directly to the branch, and it was only then that the situation became clear. I acted swiftly and proactively to dispute the charges and protect my account. 

After receiving the denial I returned to the branch and spoke to XXXX. She made a phone call and advised that my request was denied because I had to provide a police report. I subsequently went to the XXXX Police Department and filed a report. Once the report was available, I returned to the local branch and was told XXXX was no longer employed by TD Bank, but someone else could assist me. I provided him with the police report and all of the documentation that had previously been offered to include with my earlier dispute. I provided screenshots of the text messages and the phony confirmation emails. I received another letter in the mail dated XX/XX/2021, denying my claim as the " transactions were authorized by the account holder ''. 

I spoke with the same bank employee who advised security had reviewed my claim and determined that I had knowingly authorized the transfers. I disputed this fact, and pointed out that I had never even received a fraudulent text for {$2400.00}, so I had not provided authorization under false pretenses. I asked him to initiate another dispute, and again received a letter dated XXXXXX/XX/XXXX that my dispute was declined as the " transfers were authorized by the account holder ''. 

I have exhausted my options in attempting to resolve this with TD Bank. I was very clearly the victim of a scam, that the bank admitted they have prior knowledge of. I took immediate action to cancel the fraudulent activity and protect my account. The company made me file a police report, yet never had any intention of approving my claim. They have provided the same inaccurate response to each dispute, that I had 'authorized the transfers. '' I have banked with TD for over a decade, and I am shocked that in the midst of a pandemic they would treat a customer that had clearly been victimized so poorly. I am requesting your assistance in resolving this matter and would be happy to provide any additional information that is required.

Company response to consumer: Closed with explanation