Consumer complaint received 2018-12-07
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XX/XX/XXXX - {$350.00} deposit sent via XXXX ( TD Bank to XXXX XXXX to XXXX ) to XXXX XXXX in exchange for XXXX puppy to be sent from Texas to New York. 
XX/XX/XXXX - {$500.00} balance sent via XXXX ( TD Bank to XXXX XXXX to XXXX ) to XXXX XXXX XX/XX/XXXX - Received email from XXXX asking to send {$1000.00} cash in order to send the puppy in the correct size crate because the breeder 's was too large. This would be a return rental feeI that would be returned upon the receipt of the puppy and the return of the crate. I did not feel comfortable as not only was this not in my contract, but a legitimate breeder should know what size crate they need and on top of that the email was completely grammatically incorrect and used the same verbiage as the breeder. Suspecting a scam, I advised the breeder to take care of it as it is his business and this was not in my contract. He said he did not have the money which was another red flag, as an adult and a business owner you should have {$1000.00} cash or furthermore, why does it need to specifically be in cash? I immediately asked for my money back. The breeder pleaded with me not to cancel and I started getting calls from XXXX who were clearly no such company as they barely spoke english and had no business etiquette. They did not even understand when I asked to speak to a manager. I even called the XXXX XXXX XXXX XXXX International Airport asking if there really was a dog sitting in a crate and there was not. I found the real XXXX in XXXX and forwarded them the email asking if it had any affiliation which it did not and they agreed it sounded like a pet scam. After much back and forth, XXXX was shut down and I knew I had been scammed. 
XX/XX/XXXX I went to TD Bank asking to fill out a fraud complaint. They denied me and said there was nothing they could do. I knew that did not make sense as if the money had just disappeared or if it was a credit card they would have to do something. 
XX/XX/XXXX Reported an Internet Crime Complaint & also reported it to the XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Filled out a police report with above information XX/XX/XXXX I went to a different TD Bank branch and they were very upset that the other branch did absolutely nothing to assist me. They helped me properly fill out a claim and advised it could take months and to check in after XXXX if I didn't hear from them first with further questioning. The report did not let you include much info, so they advised that when I received a call I could add information such as the police report that is vital to this whole claim. 
XX/XX/XXXX I called TD to check on my claim and add all the important information such as the police report, Internet Crime Complaint, and XXXX XXXX XXXX XXXX XXXX XXXX complaint. They said the case was already denied and closed on the XXXX. They claim a letter was sent but I have received XXXX communication from them. They advised I was misinformed in the branch that this could take months and I would be contacted, they said they've never heard of that and all cases are resolved within 7-10 business days.

Company response to consumer: Closed with explanation