Consumer complaint received 2020-03-02
Company: TD BANK US HOLDING COMPANY
State: NJ
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:
XX/XX/2020 TD failed to protect our account when a Check for {$71000.00} was created without our knowledge and mailed out to company we did not authorize. This was the first ever check created like this on our account for more then half the money in the account. It never showed as pending in our account nor were we notified when this check was created. 

XX/XX/2020 Contact TD Bank called to notify Td bank was told routing number was wrong number for our account and should never have been processed, told XXXX XXXX would contact us. Froze all accounts XX/XX/2020 - New accounts were created affidavit of theft filed with bank. Told XXXX XXXX would contact us to help resolve theft. 

XX/XX/2020 - Finally contacted by XXXX XXXX  left message. Called back 3x 's I spoke to him, I had to hunt him down to get an answer. 

XX/XX/XXXX XXXX- Spoke with XXXX XXXX Mr. XXXX  assigned to my case. Told me they were looking into it and would get it resolved to get out money back but needed about a week. 

XX/XX/2020 - Had to call XXXX XXXX 2x 's to get an answer, said that fraud was going to deny our claim that IP address matched ours. He gave us Fraud dept Mrs XXXX 's number who was handling it and left a message. Filed police report with local police department XX/XX/2020 - called Fraud Mrs XXXX 2x 's, no call back. Get copies of fraudulent check from TD Bank. Routing number does not match my bank. Leave Fraud department another message XX/XX/2020 - File IC3 report/ complaint with FBI over stolen money. Spoke with Detective in town, Spoke with bank manager and set up meeting to see him. Filed FBI report IC3 Report. Dropped off copy at Police department. 

XX/XX/2020 - spoke with XXXX XXXX  again to find out he was only paper pusher and did no investigating- got supervisors name and number but she was not in. Met with bank manager, he left messages for Fraud and XXXX XXXX as well. Bank manager and I were able to find on line company that stole check and person  it was written too, he attempted to make contact. Still no word from XXXX XXXX or fraud. Bank manager spoke to person signed check and said he can tell she is guilty and was telling the truth based on his prior job as a police detective. 
Spoke to customer service about routing number and account numbers on check and could not answer why it was not for NJ routing number. 

XX/XX/2020 - Received rejection letter with 4 word " Fraud did not occur ''. Again we have never used Pay bill to anyone in the over 10 years with TD Bank, this was the first ever check someone hacked into our account and cut a {$71000.00} check out of and TD Bank did not flag it, it did not post in our pending file on the account. 

XX/XX/2020 - Called customer service number on the rejection letter, still could not answer why check did not get flagged, why it did not have a NJ routing number on it and could not answer why it was not flagged considering it was first ever check for {$71000.00}. Spoke to Fraud supervisor who was very combative and told me I needed s subpoena to obtain the ip address information of log ins, whether they were internal or external, how many times and when,  Even though TD Banks own web site says they must be provided to me. The fruad case worker we contacted on XX/XX/XXXX still has not returned our call and is the on handling the case. Left message for XXXX XXXX Supervisor to call me on XX/XX/2020. Customer service also did tell me that my account on their end shows no records of XXXX XXXX looking into my account or making any notes. 

At this point TD Bank has been negligent in handling the theft of our money and is doing nothing to assist us or attempt to get it back and refund it given their in ability to protect my money as their commercial and radio ads say. I have been deceived by TD bank in believing that our money is protected and insured and they would do their diligence to protect it since we have entrusted it with TD Bank. At this point I feel that Td bank has committed wrongful conduct and has deceived me.

Company response to consumer: Closed with monetary relief