Consumer complaint received 2023-05-03
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I have wrote this story 3-4 times with no help so I will just show you the contents of an email sent to TD Bank regarding the situation. 

" Dear TD Bank Customer Service Team, I am writing to express my disappointment and frustration with the treatment I have received from TD Bank in relation to an unauthorized charge on my debit card. My family and I have been loyal customers of TD Bank for over 10 years, and I am disappointed with the lack of support and assistance I have received during this time of need. 

On XXXX XXXX XXXX I lost my wallet at a XXXX XXXX at the XXXX, a bar in XXXX, NJ. I immediately thought that I had left it in my friend 's car, but the next day I noticed that my TD Bank debit card was charged for {$640.00} at a XXXX XXXX in XXXX XXXX, New York. I quickly froze my card and contacted the TD Bank dispute and claims center. During my call, I informed them that my wallet was stolen and that it was IMPERATIVE that they note this information since my PIN was my birth year which is readily available with my drivers license. 

After eight long days of investigation, I was informed by TD Bank that they did not find any fraudulent activity on my account because my PIN was used to make the transaction. However, I find this conclusion to be inaccurate and concerning. First of all, it took your investigative team to decline my fraud request after EIGHT days because my PIN was used? EIGHT days to come to the conclusion that I am wrong because my PIN was used? When I make purchases online over a certain amount, I always receive a notification on my phone, and I did not receive any such notification for this transaction. Additionally, it is unlikely that I would make a purchase at a XXXX XXXX location in XXXX XXXX, New York, since I reside in New Jersey. Lastly, the security cameras at XXXX XXXX will show you that I was most certainly NOT making any purchases at XXXX XXXX, New York. 

Furthermore, my mother told me TD bank was reliable and their investigative team would do their best to make sure the situation would be handled properly because NO ONE in my family, including myself, has ever dealt with Debit/Credit card fraud so I believed her. So what did TD bank investigative team do during the EIGHT day period from when the claim was started to finalization? They concluded that since my PIN was used I am wrong. Remember this conclusion can be made in 5 minutes given the accessibility you have to this information. The representative on the phone could've made the same conclusion because she even asked me if I used my PIN. I thought your team of salaried employees would be actually conducting a proper investigation by getting concrete evidence such as XXXX footage. 

Therefore, I am requesting that TD Bank takes appropriate action to investigate this matter further. I am considering speaking with law enforcement to attain the proprietary video footage at XXXX XXXX, which will prove that I was not the one making the purchase. 

As a loyal customer of TD Bank, I expect to receive the support and assistance necessary to resolve this issue. I hope that TD Bank will take the appropriate steps to rectify this situation and provide me with the necessary credit for the unauthorized charge on my account. 

Thank you for your attention to this matter, and I look forward to hearing back from you soon. 

Sincerely, XXXX XXXX '' Basically I lost my wallet, my ID was in my wallet along with my debit card, the fraudster used my birth year as PIN, and TD Bank says the PIN being used is enough for them to deny the claim. 

Fast forward to today, I TD Bank calls and said that my claim has been set to automatic denial by the manager meaning if I were to resubmit the claim it will be automatically denied. I was heartbroken I work minimum wage while paying student loans, and my bank doesn't care when theft took place. I am sure if the number was higher I would've had my money back because an ACTUAL investigation would have taken place. They don't even bother to check security cameras... I went to my local police department to submit a police report, BUT the fraud took place in NY so it will take along time to get their hands on the video footage, so long that it will probably be deleted by the time. I want to seriously cry, I have student loan payments and they aren't taking the precautions necessary to properly evaluate this case. I asked for the manager 's name she instantly denied. This is the number of the TD Bank Dispute and Claims representative that failed to provide me with the proper information necessary to further resolve this issue. ( XXXX ) XXXX. Thank you for your time

Company response to consumer: Closed with explanation