Consumer complaint received 2018-01-26
Company: TD BANK US HOLDING COMPANY
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I opened a new checking account on XX/XX/XXXX with TD Bank located at XXXX XXXX XXXX, XXXX XXXX, MD XXXX. I had opened a new account due to a fraudulent check being cashed on XX/XX/XXXX under my previous checking account with TD Bank that I had open since XX/XX/XXXX. My bank account was originally handled by XXXX XXXX and was taken over by TD Bank. The fraudulent check has been reported and is currently under investigation with TD Bank. I had closed that account on XX/XX/XXXX and opened a new checking account with TD Bank. I was also issued a Debit Card in the bank that same day. I then did not use my debit card anywhere until XX/XX/XXXX at the ATM in the bank located at XXXX XXXX XXXX, XXXX. I then received my bank statement for the new checking account in the mail on XX/XX/XXXX and discovered 11 fraudulent charges were made between XX/XX/XXXX and XX/XX/XXXX at XXXX XXXX XXXX in XXXX, MD totaling the amount of {$360.00}. I contacted TD Bank on XX/XX/XXXX to file a complaint where I spoke with XXXX who advised me the charges at the pub totaled the amount of {$400.00}, and that money would be back in my account within 5 business days. On XX/XX/XXXX I went to TD Bank and spoke with XXXX XXXX who issued me a new debit card. On XX/XX/XXXX I went to a XXXX XXXX Police station located in XXXX on XXXX XXXX XXXX XXXX, XXXX, MD XXXX to file a fraud report with XXXX XXXX # XXXX. He told me that he would go to XXXX XXXX XXXX to check if they had video surveillance. On XX/XX/XXXX I went to the bank and they told me the fraud claim was denied. I acquired the police report number from home and went back to the bank to have them take a copy. Following that I was issued an ATM only card and the girl cut up my debit card. I did receive the ATM card in the mail. On XX/XX/XXXX I went to TD Bank and requested the denial in writing. On XX/XX/XXXX XXXX XXXX called me from TD Bank and told me it was denied because the chip was presented at the pub. He said he had the denial in writing for me to pick-up. On XX/XX/XXXX I went to the bank to pick-up the denial e-mail that XXXX received. The email was from XXXX XXXX of the fraud department and she stated that the reason for denial was that chip cards can not be counterfeit at this time, so the card must have been present. It read the pub was 25 minutes away from my home address, and no decline attempts were made with the card after it was closed, leading them to believe the person who used the card knew it was closed. It should be noted that no other fraudulent charges were made between XX/XX/XXXX and XX/XX/XXXX when I reported the fraud to the bank. I spoke with Manager XXXX XXXX who told me that there was nothing further they could file since the chip card was used at the location. I asked if it was possible an employee at the bank created a second card and used it and he told me that it was not possible. I have since found reports online of TD Bank employees creating second debit cards on customer accounts.

Company response to consumer: Closed with explanation