Consumer complaint received 2019-06-13
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Recently I have been a victim of an online banking fraud where the perpetrator was able to use a phone call to verify a transfer from my account. That person was able to obtain {$1100.00} from my TD bank checking account using a transferring platform called XXXX on XX/XX/2019. I had absolutely no knowledge of this transaction nor have I ever received a call or message to confirm or allow the transaction to go through. I was even at a TD bank when the transaction occurred and the bank specialist saw the transaction occur and was pending. Even after I said it wasnt me and specifically told the representative to not allow the transaction to go through he told me in order to deal with this fraud situation you will have to allow the transaction to post. Being that he was a professional with experience I listened to him and allowed him to take the actions he believed were necessary. That day we put in a claim and called the fraud department to let them know about the situation and he confirmed with me that I should not worry that I will get my money back. As a person with good faith and trust in our financial institution I followed orders and waited as I was told to. About a week later I found out they denied my claim saying it was familiar fraud. I live in XXXX XXXX  and the confirmation phone call they said occurred was in XXXX XXXX and my money was transferred to someone in Arizona which are two states I have absolutely no relations with. I have no family, friends, peers that are from these areas which proves how I am a victim. I never confirmed a transaction like that and I never allowed a secondary person to have authority on my account. I am the only authorized person that is able to handle everything with that account which is why it is extremely strange that they allowed a transaction to occur through an unknown phone confirmation. After being denied I put in a 2nd claim and then got denied again and then put in a 3rd claim and received the same results. Finally I submitted a 4th claim with a police report that explicitly states I have been a victim of identity theft but the bank still denies to reimburse me. Now 6 weeks have passed ( XX/XX/2019 ) and I am still not reimbursed and have been told they can not help me with this situation any longer. TD bank said I have to go through legal action and small claims court in order to try to recuperate my losses. As a consumer in a financial institution I am appalled by the handling of this situation. I have been banking with them for 4 years and never once filed a complaint or a claim for fraud. This is my first time and it is obvious this a fraud situation but they are unwilling to help me or reimburse me. The bank has me running around for paper work and police reports in order to receive a reimbursement and even after I have obtained and gave them all the document proof they are still giving me a hard time and making me as a consumer to deal with this loss. Being that I have rights as a consumer and there are laws regarding these situation such as the Electronic Funds Transfer Act, I am upset that I have no protection from these terrible fraud situations. I am really hoping with this written complaint I will get the justice I deserve and based on the results will be able to once again trust the financial institutions. I can provide any documents necessary or answer any concerns or questions that you may need me to provide in order to resolve this situation.

Company response to consumer: Closed with monetary relief