Consumer complaint received 2023-04-29
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:
Dear XXXX XXXX, I am reaching out to you both because I need your help! 

I have recently experienced a traumatic and awful experience as a customer at TD Bank. On the evening of XX/XX/2023 I realized my debit card ending in XXXX was not in my possession because I received an email from TD Bank thanking me for linking my account to a XXXX XXXX  account of which I don't have nor did I ever have. This email prompted me to look at my app on my iphone to see if my account was intact and to my horror it was not. I witnessed numerous charges from XX/XX/XXXX to XX/XX/XXXX that were not my charges. 
I called TD Bank right away and informed them that my card was not in my possession and please block the card. 
The next morning I went to the bank to prompt an investigation into the matter. The investigation was started by XXXX XXXX XXXX cost center XXXX as we went over all the charges I informed XXXX XXXX some of my charges were included within the total and we began working on separating my charges from the fraudulent charges and came up with a total of {$1500.00}. I was then informed by XXXX XXXX to contact in a few days as the protocol was to allow all the charges to be cleared before anything could be done. 
In the process I kept monitoring my account in hopes that the fraudulent charges were in fact cleared as per XXXX XXXX and in doing so I did notice a few charges of mine were mixed in and confirmed the real total due back to me was in fact XXXX. 
I reached back out to XXXX XXXX to no avail therefore I went back into the bank and XXXX XXXX was on a call so I spoke to two of her colleagues and they informed me that my investigation was denied. I was in shock then and I am in shock now at the lack of support from TD Bank in this regard. I am also dismayed by the denial of the investigation because it has resulted in me experiencing a financial loss that I had nothing to do with at all. I have not been made whole and I honestly believe TD Bank doesn't care. 
I was informed to submit to another investigation however it was not guaranteed I will be made whole as they had no control of the outcome. I was treated as if I were a criminal even though I took the financial loss with no assistance whatsoever from the TD Bank. Please note this is not the first time I was treated as such. Prior to these recent fraud charges incurred on my account I have experienced this twice before and both times I was treated as a criminal where I was forced to file a police report even though the bank alerted me to the fraudulent activity. In this particular instance I tried to use my debit card and it was blocked without my knowledge. I went to the bank to find out what was going on and they informed me that they noticed some charges that did not coincide with my normal activities and yet they treated me as if I were a criminal when I tried to get my money back. Somehow someone was able to use my card even though I had my card in my possession and I was at work in XXXX and all the charges were in New Jersey. The second time this happened I lost my card while shopping at XXXX in XXXX and didn't realize I lost it until I got home. Immediately I went to the bank to have them block the card, while I was actually at the bank charges were being incurred in real time, yet I was treated as a criminal in that instance as well. I was not made whole in this instance until about 6 months after the incident because for some reason I was sent a survey on my experience and I really let them know about my experience and then and only then I was made whole. This time is a bit different because it is the most amount of money I have ever been robbed of and my bank did not protect me at all. Just as other banks, TD Bank should always honor their customers when it comes to any fraudulent charges the customer may experience, especially knowing how prevalent and chronic fraud has become. To make customers feel like they are not regarded, protected or believed is such a red flag in customer service especially for me who is a long time customer with TD Bank. 
I am hoping you all will be able to assist me with this awful situation I find myself in. I am truly hoping you both will be able to assist me with having my money returned to me as I feel all alone at this point without any support from my own financial institution. 

I look forward to hearing from one of you, if not both as soon as possible. 

Kindest regards, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation