Consumer complaint received 2023-06-22
Company: TD BANK US HOLDING COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
due to identity theft, a XXXX XXXX  XXXX XXXX was opened fraudulently under my name sometime in XXXX XXXX i first noticed this when i received a credit card from XXXX XXXX as well as a card from XXXX XXXX XXXX XXXX i called XXXX XXXX  on XX/XX/2023 to alert them of the fraud. the identity thief had opened the credit card using my name and made purchases of {$39000.00} worth in furnitures. I spoke to XXXX at the XXXX store and she told me the store could not do anything about the fraud and told me to contact TD bank, the issuer. I called TD bank and reported the fraud the same day. i also called XXXX XXXX and reported the fraud on their XXXX XXXX XXXX as well. 

i received a mail from TD asking me to sign and mail in a " delcaration of fraudulent activity '' paper. i signed the paper and emailed it to them on XX/XX/XXXX, XXXX around this time i received a mail from XXXX XXXX stating that the fraud dispute has been resolved and i was not found to be responsible for the fraudulent card. they deleted the account from my records. 

on XX/XX/2023, i got a mail from XXXX XXXX XXXX at TD bank stating that my dispute has been denied. She stated " there was insufficient evidence to substantiate my claim and account history indicates prior acknowledgement of the account ''. I called XXXX on the XXXX of XXXX and asked her reason for denial. She stated there was no response from me regarding the " declaration of fraudulent activity paper '' so she closed the case. i told her i sent her an email with the signed declaration on the XXXX of XXXX. she checked her email and found my email with the declaration. she said she was going to reopen the case but will be assigned to another agent. she suggested i make a dispute with XXXX XXXX and XXXX XXXX. also make a police report and an identity theft report with the FTC. i did all of the above she suggested and put a freeze on my credit account with all three credit agencies, in case the thief tried to use my identity again for fraud. i emailed agent XXXX updating her with the FTC identity theft report, police report case number and the disputes with all three credit agencies. i also sent her the mail from XXXX XXXX that absolved me from the fraudulent XXXX XXXX XXXX. i wanted to show her that the thief had opened other fraudulent credit cards with my identity. 

within a few weeks i received the dispute results from all three credit agencies. they have resolved the disputes in my favor and deleted the credit card account from XXXX  TD bank from my records. 

on XX/XX/XXXX i got a mail from XXXX XXXX XXXX from TD bank stating my dispute has been denied again. i called XXXX on the XXXX of XXXX asking if they reviewed the documents and email i sent and why i was denied again. she said she was just told to close the account and the person who investigated my dispute was XXXX XXXX XXXX. I tried calling XXXX XXXX, but as of today she is not in the office and her voice mail box is full. because i couldn't get in touch with XXXX XXXX, i called XXXX for advice on what to do next. she suggested i write an email explaining all that has happened and include all the documents i sent before with the dispute resolution reports from the credit agencies. today i sent TD another email with the description of all that has transpired and the documents as well. 

recently my wife got a mail from XXXX  XXXX XXXX at her moms home address. the letter states that i have been denied their credit card due to missing or unavailable information from the credit bureaus. it seems the thief is still trying to create more credit cards with my identity, but failed due to me freezing the credit. 

i did not create this credit card from XXXX XXXX and i did not use it to spend {$39000.00} on furnitures. please help me resolve this issue. if there is anything else i can do to resolve this problem i would truly appreciate any assistance. 

thank you, XXXX XXXX

Company response to consumer: Closed with non-monetary relief