Consumer complaint received 2021-05-02
Company: TD BANK US HOLDING COMPANY
State: MD
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:
What is this complaint about? 
This complaint is about fraudulent charges against my checking account ( account # XXXX and an associated debit card assigned to a friend ( referenced as her ) ( card #. ) The checking account and debit card are with TDBank. The fraudulent charges were by XXXX. 
What type of problem are you having? 
Both TDBank and XXXX are denying part or all of my claims. Both companies have not provided written information to support the associated case filed with the XXXX XXXX, Maryland police department ( case XXXX, submitted by XXXX XXXX XXXX and with the other institution. 
What happened? 
On XXXX XXXX, XXXX, I filed a claim with TDBank based on my checking account balance being {$0.00} due to numerous fraudulent transactions by payments to XXXX. TDBank described the charges as going back to XX/XX/XXXX during the initial phone call with them. 
The TDBank branch in XXXX, MD provided a partial list of fraudulent transactions starting on XX/XX/XXXX during a visit to the branch. I have ordered printed copies of the monthly statements from XX/XX/XXXX through XX/XX/XXXX and have only received the XX/XX/XXXX statement by postal mail. 
The fraudulent transactions were due to my friends XXXX XXXX being hacked and her credit and debit card information stolen. 
XXXX denied three claims stating that fraud did not occur. The bank claimed they contracted her and me about specific charges when neither of us received a notification. It is likely the bank contacted the person/people who hacked her XXXX and stole the money. The bank currently considers my situation a complaint submitted on XX/XX/XXXX with a second request on XX/XX/XXXX rather than a claim. 
XXXX delayed handling the potential claim from XX/XX/XXXX to XX/XX/XXXX due to a lack of information. XXXX located some of the fraudulent charges on her iPhone/Apple account on XX/XX/XXXX. XXXX denied the claim because I did not know the charges were coming from her assigned debit card number that is different from my debit card number. XXXX accepted the claim submission on XX/XX/XXXX with a delayed claim start date because I was finally able to conclude on my own that I needed her debit card number to file the claim. Apples case ID number is XXXX. 
1. TDBank did not provide me with her debit card number as the possible source.

2. TDBank did not contact XXXX or me about potential problematic card transactions, but tried to contact the person or people who hacked her XXXX. During a visit to the XXXX, MD branch, their internal system listed no messages to her or me prior to XX/XX/XXXX ; six texts to her hacked XXXX and none to me when it is believed her XXXX was hacked. 
3. TDBank did not contact her or me or leave voicemail or text message to call the bank during the claim investigations despite the banks claims they tried to contact us. 
4. TDBank has never contacted me about potential fraudulent card transactions or about fraud protection.

5. TDBank apparently has never set up fraud protection services on any cards issued to either her or me since I opened the checking account in XXXX. 
6. TDBank did nothing to protect the money I deposited with them even though I rely on their protecting my money as a fiduciary.

7. XXXX considers the claim partially denied even though I first contacted the company on XX/XX/XXXX instead of the XX/XX/XXXX date they accepted my claim submission. 
8. XXXX mentioned in the XX/XX/XXXX call that some of the claims may be denied despite their recognition that fraud occurred. This may be due to transactions being for multiple purchases. 
9. XXXX did not provide any documentation that I could use to prove her phone was hacked. 
10. XXXX did not provide any fraud protection services on her XXXX or the use of their service Apple.com to protect the accounts and cards associated with the transactions. 
What company is this complaint about? 
The complaint is about TDBank and XXXX. 
Who are the people involved? 
I have only talked with customer service personnel at TDBank and XXXX. Most were by telephone with names I did not receive or first name only. The only exception is XXXX XXXX, a customer service representative at TDBank in XXXX, MD. ( NMLS ID # XXXX ; tel XXXX XXXX ) XXXX ; XXXX XXXX I have included documents from TDBank and XXXX as pdfs. Please let me know if you have any questions or comments about this submission or if you want additional information. Thank you.

Company response to consumer: Closed with explanation