Consumer complaint received 2019-09-13
Company: TD BANK US HOLDING COMPANY
State: FL
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:
This is in reference to unauthorized purchases made at a XXXX in XXXX XXXX and a unknown location in XXXX XXXX ; the cases as seen in the attached rejection letters ; firstly, these cases were handled unprofessional from the start as the employee at the bank who opened the original cases should have deduced that they are related due to the fact that they took place half an hour apart and Im disputing both ; then issued one case number or at least make a notation that they ae related so as not waste time and allow a proper investigation. Anyway, a few day later I noticed I received a temporary credit for the lesser amount of {$100.00} but not the other for {$1800.00} ; I spoke to an agent about this and was told that the claim for the {$1800.00} was rejected for three reasons she saw listed ; which I wrote down and wrote a reply to, please see attached document titled reply to first rejection. I called the bank for a third time and ask why I was given a temporary credit for the {$100.00} and was told that my pin was entered wrong before the correct one was entered, to which I explained that the same should be considered for the transaction for {$1800.00} as it had to be the same person ( s ) I was then told that a representative from the bank would call me to discuss this further. 
When I received the call from the bank ; I appears to be more of a personality test rather than for clarity or additional information as I told her that both cases are related and a previous told me that there was a failed pin attempt on the smaller amount and so it should be applied to the other ; she then checked and said she did not see that in her records and in that case they will have to reverse the temporary credit for the {$100.00} as well, its as if she didnt even know about the smaller amount and someone had deleted some information and she made a split second decision to take back that credit. I then further told her that I had replied to the reasons stated for the first rejection, she then told me that is not necessary as her main concern was how did they guessed my pin number? To which I replied I dont know. I further told her that I am going to get a police report for them to pull the camera footage of the purchases and she told me that at this time a police report may not help, so after submitting that said report case number my claim was again rejected for the third time. Please see police report cards both on one page in the attached files. 
Furthermore, the last time I went to the bank one of the employee told me that perhaps one of the reasons they might be giving me such a hard time is that I have quite a number of claims before, but these are not related as they are purchases I made from XXXX XXXX related to goods I did not received or damage good, also some of the temporary credit issued to me from those disputes were reversed as they claimed they wrote and called me but I did not answer ; this however was due to the fact that I did not receive the letters and me being busy at work, so by the time they had reversed the credit it was too late to re-open the case.

Company response to consumer: Closed with explanation