Consumer complaint received 2023-10-11
Company: TD BANK US HOLDING COMPANY
State: ME
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This is regarding unauthorized debit card transactions that TDBank has denied my dispute x 3. 

On XX/XX/XXXX, I woke up and checked my account to be sure my payroll direct deposit went into my account. I noticed a pending charge in the amount of {$310.00} that indicated XXXX XXXX XXXX' I had not made a purchase for that amount. 

This prompted me to look at my recent transactions, and I noticed another charge I did not make for {$170.00}, that also indicated " XXXX XXXX that posted on XX/XX/XXXX. 

I immediately went to TDBank in XXXX, ME, where I was told by one of the customer service reps that another charge for " XXXX '' was pending in the amount of {$330.00} and some change. We canceled my debit card, I got a new one, and was advised to wait until all pending charges posted before filing a dispute. 

The {$170.00} and {$310.00} charges posted, but the {$330.00} and change charge never posted. I presumed this was because my debit card was canceled in time. 

I filed a dispute on XX/XX/XXXX. I explained in detail that I shop at my local XXXX frequently, use their app frequently, but did not make these charges. 

I was given a provisional credit of {$480.00}. Within a week I received a letter stating that my provisional credit would be reversed because they did not believe an error occurred because the charges " were consistent with my spending pattern. '' I then called XXXX and spoke with an employee that I provided dates and my previous debit card info to, and she was able to tell me that one of these charges originated in XXXX, NY and the other in XXXX, FL. 

On XXXX XXXX, after receiving this information, I contacted TDBank again, and filed another dispute, and gave them the information that the XXXX XXXX had provided me. I again received a provisional credit. Again, within a week, I received a letter stating that the provisional credit was going to be reversed. This time because " I had successful login attempts to my account. '' I again called TDBank, expressed my extreme frustration with the situation and was told they would forward it from disputes to the fraud department, and I would " receive a secure message within 24 hours, in my TDBank app, with a decision. '' I never received a message. I had to call TDBank back. I was unable to speak with someone in the fraud department, and was told I should go into the bank. 

I did not see the point in this, but I did just that. I went to my local branch again, and was so frustrated at this point, that I asked to close my account. The bank manager asked me " to give her an opportunity to help me. '' I did not want to do this, but I couldn't close the account because I had a pending auto payment processing. So, I told the bank manager she could work on it, but I did not want a provisional credit, as the stress of all this was already enough. 

I never heard from the bank manager.

This whole situation has been extremely frustrating. I did not make these charges totaling {$480.00}. I asked if the bank contacted XXXX, as I did, to confirm the charges did not originate in Maine, where I live. They never really answered the question. I offered to provide my timeclock punches from work. I had other charges on those days, such as a local XXXX XXXX, etc. I have never been so frustrated with a situation. I have banked with TDBank for almost 20 years. I feel as though I am being called a liar and a thief, and I am neither. I want this money back because I did not make these charges. I should not have to suffer the monetary loss simply because I shop at XXXX. I am askin for help to get reimbursed. I have tried every avenue with TDBank, and they just don't care.

Company response to consumer: Closed with non-monetary relief