Consumer complaint received 2022-08-10
Company: TD BANK US HOLDING COMPANY
State: FL
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:
I check my TD credit card online nearly every other day. On XX/XX/XXXX I saw XXXX charges for {$500.00} each at a XXXX XXXX in XXXX. I did not make these purchases and I live XXXX hours from this location. I immediately called TD card service to report fraud on XX/XX/XXXX. I gave them the information about the transactions and was told it was being processed and to call back in XXXX business days to check on the status. I called on XX/XX/XXXX to check the status and a representative could not find the claim and checked the notes that I called on the XXXX and sincerely apologized on behalf of TD that the claim was never processed and that it would be immediately. She also told me that the {$1000.00} would be credited back so I did not incur interest charges on the fraudulent charges. I was told that I would receive documentation in the mail regarding the claim and an investigator would be reaching out. None of this happened- I did not receive any documentation in the mail, I did not get a call from the investigator, and I was never credited the {$1000.00}. I proceeded to call a week after the XXXX of XXXX and spoke with a representative and asked about the status of the claim, I was forwarded to someone else who proceeded to ask me about the charges and if I had the card present. I told them I had the card in my hand. She stated the transactions were processed with a chip so it was impossible for fraud to have occurred. I explained that there was a duplicate card that could have been stolen or someone fraudulently requested a card and stole it from my mailbox but I did not make those charges. I proceeded to call every 3rd day for the past XXXX months. They proceeded to tell me the claim was under review. Fast forward to the end of XXXX, I called in to check the status and they told me the claim was denied because a chip was used and I stated I had the card. I had to put in a request to reopen the claim, which I did because a duplicate card again could have been stolen or some other fraudulent activity occurred. I called again to check status and they would tell me the request to reopen was still under review. Finally, I called the day after and was told by a representative that XXXX XXXX or google pay was used. This XXXX a red flag to me as I could tell TD had no idea what was going on and never investigated the claim. I called back in the same day at the end of XXXX and asked when the original claim was denied. The person stated it was denied on XX/XX/XXXX, the same day it was actually processed, since they never processed it the first time I called it in. Again, I never received any documentation in the mail nor was contacted by an investigator and the claim was just denied. They asked me why I didn't take it up with XXXX XXXX for the fraudulent purchases. I called XXXX XXXX and spoke with corporate and a representative looked up the transactions and could easily tell fraud was occurring as my card hit 2 different registers for {$500.00} each and another card of someone else was processed for {$1500.00} within minutes after mine. I retained copies of my receipts from XXXX XXXX and tried to handle it with them, but they expressed to me that I needed to work with my bank to resole this, since they are the ones that need to resolve this through their own investigation. I called Td bank on XX/XX/XXXX to check the status of the reopening of the claim and they told me it was still be reviewed. I called again on XX/XX/XXXX to check the status again and was told the claim had been denied and was not reopened on XX/XX/XXXX, so I was misinformed again on the XXXX. I have called TD bank at least XXXX times and get told something different every time. " The claim is under review, the claim is closed, the reopening of the claim is still under review, the claim has been denied. '' I expressed to them the last time that I never received any documentation from them in the mail nor was never contacted by an Investigator. They never reached out to XXXX XXXX to inquire about the details of the transaction, never did anything. They just denied my claim the day it was finally processed ad proceed to misinform me every time I call. I had a call into a supervisor and missed the call due to my work and called immediately after and she was unavailable and never got a call back. I am in disbelief at what is going on here. XXXX XXXX corporate can indicate to me that fraud happened yet TD bank is charging me interest on the fraud and will not investigate the claim. I filed a police report that is currently being processed and under investigation.

Company response to consumer: Closed with monetary relief