Consumer complaint received 2021-11-24
Company: TD BANK US HOLDING COMPANY
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2021 I discovered that my debit card had been stolen. On XX/XX/2021 I went to the XXXX, S.C. branch of TD bank and reported that the card had been stolen. The bank issued me another debit card and I was told that the stolen card was de-activated. There was {$2100.00} in the account. On XXXX/XXXX/2021 I tryed to use the card and it was denied. On XX/XX//2021 I went to the XXXX branch of TD bank  and asked for a printout of activity on the card. The balance on the card was {$10.00} on the printout. It was almost closing time at bank so I was unable to dispute the charges then. There was 46 transactions on this card that I did not do. On XXXX/XXXX/2021 I went to the XXXX branch and talked to two different ladies about disputing these charges and could not get any one to give me any advice on what to do. They said nothing could be done until I had a police report. I left the bank and went to the XXXX XXXX XXXX XXXX XXXX and told them what happened. They took my information and gave me a case # XXXX. I carried this back to the bank. This time I asked to talk to the branch manager, XXXX XXXX. I told him that none of the charges was mine and I wanted to know what to do. He made a report to send in to TD bank fraud Dept. Yesterday I got the letter from their fraud Dept. informing me that there was " no fraud '' and that my money would not be replaced. I don't see how they can say there was no fraud. The card was stolen from my wallet by my XXXX XXXX while I was in bed with the XXXX virus. I also had 2 minor XXXX. This person stole my car on XXXX/XXXX/2021 and apparently she stole my debit card too. She also stole {$1800.00} cash from a safe and over {$10000.00} worth of jewelry, old coins, tools, and other items at the same time. On XX/XX/2021 my car was recovered an a few of the stolen items were in my car still. That's when I started doing inventory of my belongings and discovered the debit card stolen too. I also reported this to the police. The investigator that was assigned to my case is XXXX. XXXX XXXX. He is told me that the one who stole my stuff would be charged with a felony charges including state statue XXXX ( a ) ( 1-5 ) which is " financial transaction fraud more than {$500.00}. TD bank does not call it fraud though even with the police calling it fraud. The stolen card was still being used until the bank account was cleaned out. I done what I was surposed to do when I discovered the card was stolen. If TD bank would have de-activated the card when reported there would only have been {$55.00} of fraudulent charges instead of over {$2000.00}. TD bank made a mistake and didn't de-activated the card and instead of being honest about it they are blaming me for the fraudulent charges saying that the housekeeper must have been given the pin #. I DID NOT give her the card or a pin #. TD bank is treating me like I was the thief. They know that a mistake was made but they don't want to admit it. I reported the card stolen within 24 hours but the card was able to still be used by this thief until the account was emptied out. TD bank is unwilling to do anything about this. I done what I was surposed to do by reporting the stolen card in a timely manner. I should only be out of {$50.00} instead I'm out of over {$2000.00} because of the banks mistake. This is not right. They are not following the regulations of the federal gov. I have fully cooperated with the bank and the sheriff 's office and have agreed to testify against this person if it ever goes to court. I thought my money was protected but apparently when the bank makes a mistake the money is gone. That's what TD bank is saying anyway. I have been very disrespected by the XXXX XXXX of TD bank Everytime that I have tried to talk to someone about this. I hope and pray that your office can make TD bank do the right thing and give me my money back. They advertise " 0 '' liability on a charge that is stolen. This is a lie cause mine was stole and my liability is over {$2000.00}. I have all the paperwork concerning this event that I can mail you a copy of because I don't know how to send it through my phone. Please tell me where to send to and I will promptly send you a copy of everything that I have concerning this. Thank you very much for any help or advice that you can give me.

Company response to consumer: Closed with monetary relief