Consumer complaint received 2018-04-28
Company: TD BANK US HOLDING COMPANY
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
We are asking for assistance with identity fraud issues with TD Bank. 

Please help as to resolve these problems. During two months we were fruitlessly trying to solve the problems by ourselves and regain our lives back. 
We understand now that we need as much help from your agency as possible. It took more than two months of endless communications and cost the deteriorating health problems, as XXXX XXXX, XXXX XXXX, and XXXX XXXX XXXX. 

In XX/XX/XXXX of XX/XX/XXXX we obtained a TD Bank Cash Reward Credit Card. We started using it as our primary card and always paid it in full upon receiving the billing statements. Around XX/XX/XXXX we had received a letter from TD Credit card, saying that our request of changing our mailing address to XXXX XXXX XXXX XXXX, XXXX FL, XXXX was satisfied. Neither one of us primary card holder nor secondary card holder, requested this change of the address ; none of us moved to XXXX XXXX XXXX XXXX, XXXX FL, XXXX, and moreover, we had never even visited it. 
Immediately, upon receiving the letter we informed the XXXX credit bureau, that our TD card was hacked. 
We called to the TD credit card and spoke with Customer Service Representative, explained that the request was an identity fraud and asked to fix our records. We were told that she would fix this problem, would null the compromised card, and would send the new credit card. 
Around XX/XX/XXXX we had received a new credit card and thought the problem was solved. 
After using this new card for a week, we realized it stopped working and we had called the TD bank credit card again. We were told by another Customer Service Representative, that someone went online and had changed our mailing address. She assured us that she would fix the problem and make our online profile ( which we never created at that point ) blocked. We do not know if the fraudulent address was ever changed after our first call, or someone changed it again. 
The new ( the third ) card arrived in around XX/XX/XXXX. It was used only for several days, before stopped working on XX/XX/XXXX. 
When we had called TD bank on XX/XX/XXXX, they told us that the card was declined, because we did not pay our bills. We checked our billings and realized, that the very last thing we had received from TD Bank ( except for the new cards ), was the letter notifying us about the changes of our address ( about XX/XX/XXXX ). 
The Customer Service Representative we spoke was pretty rude, and although we explained that we had an identity theft and did not receive any statements after the statement for XX/XX/XXXX XX/XX/XXXX, he refused to mail us another copy and demanded that we just paid the bill without even looking at it. We called back in immediately after this conversation and spoke to another Customer Service Representative, who told us that they keep sending billing statements to XXXX XXXX XXXX XXXX, XXXX FL, XXXX, in spite the fact that first two Customer Service Representatives supposed to delete long time ago. This fourth Customer Service Representative deleted this fraudulent address and mailed us the billing statement for XX/XX/XXXX XX/XX/XXXX on XX/XX/XXXX. 
The statement for XX/XX/XXXX XX/XX/XXXX still was not mailed! 
After trying to complain to the Customer Care in XXXX XXXX bank at XXXX on XX/XX/XXXX,  we were told to go to our local branch in XXXX. 
Finally on XX/XX/XXXX we had received the billing statement for XX/XX/XXXX- XX/XX/XXXX at XXXX TD branch on XXXX XXXX. 

After review of this statement we had learned that : Someone used our account for unauthorized money transfer of {$5100.00} on XX/XX/XXXX, and then transferred back {$5100.00} to our account on XX/XX/XXXX 
The TD bank charged us {$150.00} for the money transfer, which is now - our burden to dispute. On XX/XX/XXXX we finally were transferred to the fraud/dispute department, where they took the information from us. 
Our XXXX reward points were redeemed by someone who lives at XXXX XXXX XXXX XXXX, XXXX FL, XXXX XXXX Fl between XX/XX/XXXX - XX/XX/XXXX - after the 3rd card was issued. 

Based on multiple communications with the customer care representatives, we suspect that 1 ) changes of the address, 2 ) unauthorized money transfers and 3 ) unauthorized monetary cash redemption of our points were done by someone who had an access to internal information and ability to make changes to our account. 

Whenever we brought these concerns the attention of the customer service representatives, our complaints were ignored and the problems still remain. 
To date we already : had unauthorized money transfers have fraudulent change of address and identity fraud discovered that we had incurred various fees associated with the unauthorized money transfers Incurred late fees for not paying the bills, because bills were send to the fraudulent address had been deprived of XXXX cash reward points, which are equal to {$440.00} {$460.00}. 
spoke to 12 different customer service representatives and spend from 45 minutes to two and a half hours on each transaction without any ability to solve the problems. 

Although we were told that the reward points would be returned back to us and these late fees were waved, we still have to dispute the fees associated with the unauthorized money transfers, and we are terrified to feel that someone preys on our personal and financial records. 
We ask your assistance in 1 ) waive all unauthorized fees and transactions, 2 ) investigate the unauthorized address change, Attachments : The listing of residents registered to the address at XXXX XXXX XXXX XXXX, XXXX FL, XXXX XXXX Fl from database called XXXX XXXX : XXXX : XXXX Copy of billing statement for XX/XX/XXXX XX/XX/XXXX with the fraudulent address, unauthorized transactions and redeemed points to this address. ( amount is paid off except for the {$150.00} for unauthorized transaction fees, which is on dispute from XX/XX/XXXX. 

Copy of billing statement for XX/XX/XXXX XX/XX/XXXX, which was mailed to us after we called on XX/XX/XXXX.

Company response to consumer: Closed with monetary relief