Consumer complaint received 2021-10-25
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I received a text message from TD bank asking to confirm or deny a {$310.00} purchase at XXXX. I replied no. I do receive these text messages periodically which makes me feel comfortable that TD bank is assertive with fraud. An hour after I received this message, I received a phone call from XXXX XXXX XXXX. I know and trust this number as it is TD banks fraud department. The man on the other end professionally explained himself as a Td bank representative with the fraud dept and explained there was a lot of fraudulent activity on my account and it appeared someone was in my online banking making zelle transactions. I did not give any information to this representative ( ie social, login info, passwords ). He did ask that I read back codes being sent for confirmation purposes, which again I trusted. This is a form of confirmation and authentication that my phone provider ( XXXX ) uses as well, so again I trusted this. I do not know TD banks policies and procedures ( if they text, call, etc ). 

I was then told to confirm transfers being sent to XXXX XXXX. The rep explained they are on the other end of the fraud intercepting it in their database. Unfortunately, I was scammed out of {$3500.00}. I was unaware of the term spoofing and that someone can call you and have ANY number appear on your phone and in this case it was the fraud departments. After a police report and two denied claims later, I feel I need a different approach. I have contacted XXXX XXXX office who advised to file a complaint here and with the attorney general as well. I am not a stupid woman. I work in healthcare and am not naive. I learned an extremely expensive lesson on XX/XX/XXXX. However, I have been a TD bank customer for 16 years and TD bank has not offered any type of assistance and/or rectification. I tweeted my experience in an effort to include the public. I did receive a public message from TD bank on XXXX inviting me to contact them personally and we can discuss my matter. It has been over a month and no one has responded to me. The reasoning for my denied claim was due to authorization from the account holder, myself. However, it was under false pretenses. My cyber security was breached. I merely gave a confirmation to what was already going on. This was not a random number or a man calling from XXXX asking for my social security number. It was such a legitimate scam and I am so angry with myself. When I called to file my second claim on XX/XX/XXXX ( after my first claim was denied ), I was told by the representative this is a very popular scam right now. This frustrated me because I think TD bank customers should have been notified of this and this is where TD bank needs to hold some accountability as well. I reached out to the CEO offices and did receive a call back in XXXX from a woman named XXXX and expressed my concerns. She told me there is something in the works to get the word out to their customers about this impressive scam. This is too late for me, unfortunately. I am disgusted with TD bank and how they have treated a loyal customer of 16 years. Banks are insured for a reason and I do feel my complaint holds merit. Yes, I did authorize this scam. However, TD bank failed as well. I do not think it is right they arent holding any accountability in this. They didnt warn customers of what they called such a popular scam. 

I went to XXXX bank to open new accounts and I explained to them what happened and theyre response was, they didnt offer any kind of help after being a customer for so long? They are willing to lose customers rather than do the right thing. I just want my money back. This is a difficult time for people and to offer nothing put a bad taste in my mouth with TD bank. It was insulting as a customer and a person during this pandemic especially to have had nothing offered. At this point I feel I am owed even more money due to the hassle, but I just want was taken from me. TD bank does not care about their customers and that was very evident during this whole experience.

Company response to consumer: Closed with monetary relief