Consumer complaint received 2021-05-27
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am requesting your assistance on a complain I have against TD customer service and TD bank fraud investigating representatives. 
On XX/XX/2021 at around XXXX XXXX I utilized an ATM located at XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX. I deposited a check for {$270.00} without any issues. However, a cash withdraws for {$200.00} was not process normally and the ATM did not return my debit card. The ATM displayed a message System is DOWN. Still at TD bank parking lot, I called TD bank customer service at XXXX at XXXX XXXX  per my cell phone call log. I explained the customer representative what happened and reported my debit card was lost. 
On XX/XX/2021, at XXXX XXXX, I called TD customer service reporting two fraudulent transactions on my account of {$400.00} dollars each for a total of {$800.00} dollars. She advised me that the debit card was still active, and the first TD Banks customer service representative did not deactivate my debit card when I called to report my card missing on XX/XX/XXXX. At this time, the transaction where in pending status and to wait until the transaction get posted to submit a claim. On XX/XX/2021, both transaction of {$400.00} dollars plus {$9.00} dollars in ATM fees were posted to my account. That day, I called TD Banks customer service and processed a claim for those two transactions. After seven days, I inquired with the TD banks branch manager at XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX and she advised me that the claim was denied two days after I submitted it. 
Per XXXX FL, TD banks branch manager, TD Banks fraud department denied the claim because the transactions were processed with an active debit card and the correct pin number. I explain to the branch manager the incident on XX/XX/XXXX. So, she filled another claim with the same results. A third claim with a police report was also filled and it was also denied by the TD bank. 
I called TD bank customer service requesting any documentation related to reference numbers XXXX, XXXX and XXXX last claim submitted with a police report. TD customer service response no documentation is available because it was an internal investigation. 
My arguments are : Why did TD bank customer service neglected to de-active my debit card when I called on XX/XX/XXXX? 
Since TD Banks customer service on XX/XX/XXXX did not de-active my debit card, thieves were able to withdraw cash from my account. 
How did some get my debit card from an ATM within bank premises? Access to an ATM interior is only to bank employee. 
TD Banks fraud department maintains that the transactions were completed using an active debit card with the correct pin number. First, I reported the card missing and TD Bank failed to de-active the card. Second, TD Banks fraud department never heard of criminals using schemers and other technology to mitigate banks ATM security. No one from TD Bank ever call me to ask me any questions and actual investigate. 
Third, If TD Banks fraud investigators believe that I am filling a false claim, why they do not file a police report and prosecute me. I believe that filling a false bank claim and police reports are crimes. 

Thank you for your assistance

Company response to consumer: Closed with monetary relief