Consumer complaint received 2022-02-10
Company: TD BANK US HOLDING COMPANY
State: MA
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:
On XX/XX/XXXX I filed a claim for {$1500.00} in payments to a pawnshop for which I never received the product ( they sold it to someone else ). I was told that if the Claims Dept needed more information, they would call me. On XX/XX/XXXX a provisional credit for {$1500.00} was applied to my account. On XX/XX/XXXX, Claims Dept REVERSED the provisional credit, stating they contacted me ( they did not, nor can they prove they CALLED, TEXTED, or sent a LETTER ) for supporting documentation, which they said I failed to provide. On XX/XX/XXXX I spoke with Branch Manager XXXX XXXX, who requested I send the documentation and she would forward to the Claims Dept. She also requested a letter from my attorney. On XX/XX/XXXX I called the bank to see if XXXX had submitted the documentation, but she was off. On XX/XX/XXXX I called the bank and told XXXX to email my attorney for the letter she requested ( stating he was handling the case concerning the {$1500.00} in payments ), which she did at XXXX XXXX and received at XXXX XXXX. Around XXXX XXXX XXXX confirmed on the phone to me that she was faxing the documentation to the Claims Dept. On XX/XX/XXXX I emailed XXXX to clarify whether it was XXXX calendar or business days for the provisional credit to be returned and learned it was XXXX business days. On XX/XX/XXXX I called XXXX again when the credit still hadn't hit my account and learned she was off, and that no other manager was empowered to act on my behalf THAT DAY. I also emailed XXXX to let her know I called TD Bank XXXX, was told NO ONE ( neither customers nor employees ) COULD SPEAK DIRECTLY WITH THE CLAIMS DEPT, and was told they CLOSED my claim because they said they never received XXXX 's fax from the week before. I informed XXXX that I had not had access to my account for 10 DAYS, had no food, and was XXXX. On XX/XX/XXXX XXXX XXXX the Collections Dept of XXXX XXXX called again. XXXX emailed she would " bump up '' the situation to get a faster resolution and would research who the claim was assigned to and see if she could go to them directly. I emailed her that XXXX XXXX XXXX Collections Dept was now calling me ( repeatedly over several days ) to collect the overdraft amount which was incurred when the bank reversed the provisional credit. XXXX replied again that she had " bumped up '' the situation and was working on getting a resolution. I emailed back again that I had no food, was XXXX, and had no access to my account. On XX/XX/XXXX at XXXX XXXX  XXXX XXXX called my phone but when I answered, they hung up. At XXXX XXXX I tried calling XXXX XXXX bank + spoke with the Collections agent yet again, who put me on hold, then came back on and said her supervisor said the branch manager needed to go into my account, click on the XXXX XXXX, click on the Retail XXXX Fraud Shield, then click on the Claim Investigators Smartform. I relayed this information to XXXX, who told me she had done all that on XX/XX/XXXX. 

Today, as of this writing and submission, it makes 13 days since I've had access to my account. Yesterday I went to a food pantry, and I have XXXX prescriptions to pick up at XXXX. But no money. Please, please help.

Company response to consumer: Closed with explanation