Consumer complaint received 2021-02-24
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
TD Bank Fraud Compliant XXXX XX/XX/2021. 


On the afternoon of XX/XX/2021, approximately around the hour between XXXX XXXX  and XXXX XXXX, I received a call my bank T Bank N.A the Representative on phone indicated that an attempt of {$450.00} was made at a XXXX XXXX in XXXX, Florida. In told the official that was it not me and I am at my job at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I was totally assured that I was speaking to representative from the TD Bank because of my caller ID on my mobile unit which identified in coming calls and out going calls. This is what was displayed on phone screen as a incoming call TD Bank ATM XXXX XXXX XXXX XXXX, The representative from the bank told me do not be alarmed that the transaction did go through and deemed suspicious, and my account was shut down, the representative from the bank then said to me that he need to investigate what happen and that he will assist me with setting fraud alert on my account and he will be sending me a text indicating that an attempt for {$100.00} and I should replying y for Y for yes however this is just a test, and my card would not be debited, I did reply with a Y for yes. 
At that time the call disconnected and the same representative of the bank called me again and indicated to me that again will send another text and I should reply N for no on this text message, however that text message never came, the representative told me on several occasion that he sent the text messages of which never made it to my phone, he again assured me that every thing would be sorted out and he will be sending me a new card in the a in a few days in the mail. 
Again the call was lost and the representative from the TD Bank called me again and said to me that every thing will be taken care off, and that was the last I heard from him, as matter of fact there were three ( 3 ) call from TD Bank ATM to me that evening, the first call was at XXXX XXXX and lasted for 21 minutes 58 seconds, second call was at XXXX XXXX and lasted for 24 minutes and25 seconds, third call was at XXXX and lasted15 minutes and 14 seconds. 
The following morning XX/XX/2021 I logged onto my online banking and discovered that there was Twenty Two ( 22 ) transaction on my debit card the day before with a total amount of XXXX XXXX XXXX XXXX XXXX XXXX Dollars and XXXX XXXX cents ( {$1900.00} ) I immediately call the bank at XXXX XXXX  on XX/XX/XXXX to inform that that those transaction were not done by me and that I want my account shut down, the representative asked if I wanted to make a claim, I indicated yes to her, she made the claim in above mentioned sum of monies, she made the claim and provided me a Reference number, I continued to monitor my account my account and realized that my account was not closed, and my card was still being used, I called the TD Bank a total of six time that day XX/XX/XXXX, my account shut on my on my sixth call at XXXX XXXX that evening, by the time my account was shut down, there were another XXXX transaction on my account with a total of XXXX XXXX XXXX XXXX and XXXX XXXX Dollars and XXXX XXXX cent, with a grand total of XXXX XXXX XXXX and XXXX XXXX dollar and XXXX cents. 

I since then I have filed a Police report of which I have forwarded to TD Bank coupled with my time sheet stating while these transaction were happening I was at my Job in XXXX NY. With all the transaction happening In Florida. And mostly at XXXX XXXX. 
I have made three claims so far and T D Bank has denied all my claims, stating that there were evidence of fraudulent activities. 


XXXX XXXX Mobile XXXX XXXX XXXX

Company response to consumer: Closed with explanation