Consumer complaint received 2020-10-31
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2020 around XXXX, I noticed two {$6000.00} transactions had taken place in a joint account held with my ex- husband. I immediately called him to understand the transaction as he only deposits into the account-NEVER in the 10 years since weve been divorced has he withdrawn from this account. I confirmed he did not. I called the bank and sent an electronic communication to raise alarm to stop what was showing as a pending transaction. I learned that my ex husbands personal information had been stolen and the information used to compromise several of his accounts, via an online transaction, the largest impact was to our joint account. His separate personal account was also compromised. 

He went to the bank immediately after my call to him ( XX/XX/2020 ), I called the bank twice, then we jointly called the bank ( XX/XX/2020 afternoon ). A fraud representative told us how the money moved from the accounts and stopped short of telling us how it left the bank at XXXX. We filed a claim on XXXX. After two weeks, I called to get an update on the case and was told that there was no record of a claim on this account. I was shocked given all of the actions taken on XX/XX/2020. I filed another claim on XX/XX/2020. I waited an additional two weeks, calling the fraud line 3 times and being on hold for over 45 mins without response. I finally called the branch manager XXXX in XXXX XXXX, NJ because I needed to speak with someone who has access to the right people in the bank. She jumped in to assist! She then gave me The chairmans office number. I call, three days later in early XXXX XXXX around XXXX ) I received a call back. I state my case again- very frustrated. I spoke with XXXX. Near two weeks later, I get a call back from XXXX. I miss her call, yet call her back 20 minutes later. No response. I leave a voicemail ... 3. I ultimately call her three times in five days, no response or follow up. 

I call the branch manager XXXX, who took my call on vacation. She tells me her assistant would call me. On XX/XX/2020, I state my case yet again to the assistant branch manager. She asks for a police report and affidavit from my ex husband. She also informed me that I received a letter on XX/XX/2020 regarding the claim, which still to date- I have not. Additionally to date, NO ONE from the bank had ever followed up with my ex husband about this claim nor for the other claim for his separate account. ( Now, near 8 weeks later, information is being requested from the assistant branch manager to support the claim from XX/XX/2020 ). I call my ex husband for the assistant branch manager to speak with him-the two connect. 

On XX/XX/2020 he drives down to my local branch in XXXX XXXX NJ to provide the additional details requested ( police report and affidavit ). Now one week later, XX/XX/2020, no follow up. I am concerned that the bank has not done its diligence, and avoiding trying to insure and protect our money. I work in financial service and the software and overall technology available to large financial institutions should have allowed them to retrieve the money and individual accountable. We are near 60 days out on this situation and to date it has been handled poorly. Ive been a customer for over 20 years. 

For context, this account is used to financially support my son who is in XXXX XXXX XXXX XXXX  and headed to college in the fall. The {$12000.00} is less than 1/2 of his XXXX XXXX tuition.

Company response to consumer: Closed with monetary relief