Consumer complaint received 2016-01-08
Company: TD BANK US HOLDING COMPANY
State: DC
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
In XXXX 2015, my banking information was somehow compromised, and {$560.00} was fraudulently taken from my TD bank checking account through an old XXXX account. When this fraudulent charge occurred, it caused my checking account to have a negative balance. I then received XXXX overdraft fees totaling {$140.00} for purchases that were already pending on my account at the time of the incident, and had no access to any of my funds for over 3 days. 

XXXX customer service refunded me the {$560.00} the next business day. However, TD Bank, refused to give me the {$140.00} in overdraft fees back, saying in error had not been made, since my account was negative ( even though the charges that caused the negative balance were fraudulent ). 

This is the most insane thing I 've ever heard a bank tell me. Customers should n't be held liable for expenses occurred during fraudulent charges, and in doing so the bank attempted to profit from a situation that I had no control over. 

I had to fight with TD bank for almost a month to recoup these fees. I encountered the most indignant, unempathetic, and rude, customer service that I have ever experienced in my life. I called customer service over six different times, and visited a branch in person on three separate occasions in attempts to settle this incident. Every employee that I encountered, including supervisors, were extremely rude and told me that " the overdraft fees were not their problem ''. When I spoke to an employee over the phone and told him that this was TD banks problem to fix, your employee rudely balked back " No, it 's your problem since it 's your money ''. 

Additionally, no notes were ever made on my account ( after it was promised that it would be ) which meant I had to retell each TD phone customer service representative the 10 minute background narrative, over and over again with each new call. 

Not knowing where to turn, I eventually conducted a three way phone call with XXXX regional supervisor and a TD Bank supervisor. During the call, the TD bank supervisor argued with XXXX claiming that THEY needed to give me the {$140.00}. XXXX responded that they could not give me money back that they did not take in the first place. XXXX refunded me the {$560.00}, but TD bank issued the {$140.00} charge. TD Bank owed me the reimbursement. After an hour on the phone with the XXXX representatives, the XXXX supervisor warned that TD bank was opening themselves up for a lawsuit - profiting from a fraudulent charge is against the law. Only at that moment did TD Bank finally agree to refund me my {$140.00}, but this was not done with an apology or remorse. The supervisor continued to act like a favor had been done. 

I asked TD bank to keep the accounts open until my upcoming paycheck posted ( direct deposit ). 

TD Bank then opened and closed my checking accounts and debit cards 3 separate times without notice over the next two weeks which caused my paycheck to be lost for days. I closed the checking and savings accounts at the XXXX location on XXXX/XXXX/15. 

My third account with TD bank, a money line of credit, had a balance when I closed my checking and savings account. I paid it off in three weeks, and have been trying to close this account ever since. I have now requested for my TD bank money line account to be closed at least XXXX times - in person, via email, and online. I 've sent numerous emails, faxed a letter from a physical branch, mailed a letter to their headquarters, and messaged the bank through their online message portal. 

XX/XX/XXXX I received a bill from TD bank stating that I owed them XXXX dollars by XX/XX/XXXX for the money line account annual fee. This is absurd. I have been trying to close this account for months, and have documented proof. I am not paying a annual fee for an account that is only open because TD is attempting to hold it hostage.

Company response to consumer: Closed with monetary relief