Consumer complaint received 2022-10-03
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

On XX/XX/2022, I was a victim of a XXXX XXXX, which cost me {$82000.00}. I am writing to see if I can receive assistance in recovering my lost savings. This involves Negligence with my XXXX XXXX and the Fraud Department at TD Bank. I kept a record of what happened, and I have provided a timeline of events which XX/XX/XXXX through XX/XX/XXXX on separate pages. 

On XX/XX/XXXX, I received a popup message, of a trojan spyware alert and that my IP address was accessed. I could not clear the screen. When I called the IT customer department at XXXX and described my situation, the customer service agent told me to contact XXXX or my service administration provider. I thought XXXX was my system administrator. 

Since I couldnt use the laptop to locate any information. I called the XXXX phone number on my screen. The result of this was working with two people, I subsequently learned were fraudulent ), impersonating a XXXX technician and a customer service representative at the Fraud Department at TD Bank. This was all done over the phone and internet between XX/XX/XXXX and XX/XX/2022. The TD Fraud phone number was mirrored, I thought I was speaking with my bank. 

On XX/XX/XXXX the Director of Client services called me and followed up with an apology in writing stating that the agent provided incorrect instructions, causing all the troubles for me. During our phone conversation, I was told, going forward that the company has since changed their company training policy to prevent this from happening again. 

The TD Fraud agent ( I later found out was a fake ) told me that not only were my financial accounts hacked but it had escalated to Identity Theft. To secure the money I needed to transfer the money to a safe FTC account. The wire transfer took place on XX/XX/XXXX around XXXX. After the wire transfer was completed, I realized something was not right and went directly to the XXXX TD Branch to try to figure out the situation and to subsequently stop the transaction. I was at the bank by just before XXXX on XX/XX/XXXX. 

The VP of the XXXX XXXX immediately initiated an emergency recall. The VP told me that the transaction was still pending at that time on XX/XX/XXXX and there was a good chance of stopping the transfer. I was hesitantly relieved. 

I expected going forward that the bank would update me on the status. However, not receiving any further feedback from the bank, I made multiple phone calls to the TD Fraud Department on my own starting a few days after XX/XX/XXXX. 

The information I received with my first call to TD Fraud department they handled cases as they were sent in. The agent could not find my case. I was never given a case number, so she had to search for it, because she could not find anything. 

Eventually she found it and it was on a desk waiting to be handled. She said policies had recently been updated and she was not up to date. I asked why it wasnt a priority because it was an emergency recall and involved the {$82000.00} being stolen from me. The agent had no answer. I was appalled this was the type of service that I received, especially given the exorbitant amount of money involved. 

On XX/XX/XXXX I called TD Fraud Department to see if there were any updates. The agent saw a recall and could not provide me with any more information. At this point I believed the emergency recall that was placed to the TD Fraud department may have sat on someones desk. I dont know what happened after that phone call was made, as the bank officials provided me no information at all. 
XX/XX/XXXX when I made yet another call to XXXX XXXX department. This agent was very surprised by the lack of information and the type of service that I received and apologized. I finally received a case # and an update that it was being investigated. Updated information was going to be emailed to the local office by the banks investigator and again that is where I needed to go for my update. I was amazed and frustrated they could not provide it directly to me. I drove to the local branch to get the update and was told that in fact it was being investigated by XXXX, the banks XXXX XXXX XXXX, internal department. I already knew that! 
XX/XX/XXXX, I spoke with TD Fraud department once again and told my story again to a new agent and she also was expressed concern about the service I received. 
XX/XX/XXXX, I called the TD Fraud asking for copy of the log/timeline of how my case was handled from XX/XX/XXXX to XX/XX/XXXX. The TD Fraud agent could not provide that information directly to me, they didnt have those records. The bank manager could request that information. 

On XX/XX/XXXX I emailed the VP at XXXX XXXX XXXX for a copy of the log/timeline of how my case was handled from XX/XX/XXXX to XX/XX/XXXX. The VP at the XXXX branch failed to respond for nearly 2 weeks when on XX/XX/XXXX and I was told on or about XX/XX/XXXX the Investigation Agent was made aware of the fraud and the case was essentially closed. That was my log/timeline. 

An emergency recall was allegedly placed on XX/XX/XXXX. The investigator did not receive the information until nearly 3 weeks later? And my money was stolen with no accountability, records, or support? 

How could the bank institution Fraud department not keep a running log of the case, and why did the investigator not receive information until on or about XX/XX/XXXX? 

If they had followed the appropriate steps upon finding out their customer was a victim of fraud, I would very likely not have had {$82000.00} stolen from me. 
I never provided personal identification at the time of the transaction. I'm not sure if this was reported to XXXX. I greatly appreciate any assistance that can be provided. 
XXXX XXXX

Company response to consumer: Closed with explanation