Consumer complaint received 2021-03-14
Company: TD BANK US HOLDING COMPANY
State: NY
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:
On XX/XX/21 I received a call from T.D. Bank representative alerting me of charges being debited from my ATM card ending in XXXX. I told the representative that I was not aware of charges and that I did not authorize any charges. As we were speaking representative stated that charges were still going through as we speak, so the TD representative stated that my account has been compromised and he proceeded in trying to set up a new username and password. He sent me a code to my phone for me to respond yes in order to change my username and password. On XX/XX/21 I noticed 28 fraudulent charges from the XXXX XXXX store in the amount of {$15000.00} in which all fraudulent unauthorized charges were all done on the same date XX/XX/21. I immediately called TD Disputes & Claims department on XX/XX/21. They denied my first claim stating that Fraud did not occur. If TD could investigate my banking history for the past 12 months they would see that I do not make any more than 5 transactions in one day if any and that most of my transactions are paying bills. I opened up 2 more Disputes and TD Bank denied all 3 Disputes that I filed, stating " there were no attempts at point of sale ''. There seemed to be a miscommunication when speaking to TD representative over the phone during the first contact and previous contacts with TD representative, when filing my claim, and I am trying very hard to keep my composure during this difficult time in which I am a Victim of Fraud and have a negative balance of {$1500.00} which includes interest and fees that TD, Bank has added to my account. I filed a police report, report # XXXX Officer XXXX, explaining to the Officer that someone had access to my banking information/debit card, and Detective XXXX mentioned that there are many ways that my account could have been compromised ( third party ATM machines, devices that people use to scan your information etc., without you knowing it until it's too late which was the case with me. 
Please be aware that on XX/XX/21 I spoke to XXXX XXXX and opened up a dispute Claim. According to the attached documents that I sent to Consumer Financial Protection Bureau, Mr. XXXX entered/added his information on XX/XX/21 and on XX/XX/21 he completed his information. The comments note that Mr. XXXX added on XX/XX/21 is inaccurate, I did not approve any transactions, and in fact, the representative called me on XX/XX/21 and stating that my account was compromised. In the midst of our conversation TD representative was trying to set up a new username and password with me over the phone and texted me a code about two times trying to set up a new username. While we were going through the process, he stated that the new username that I chose was not going through and that it would take 24 hours for the username to go through. He also stated while we were talking that other transactions were going through as we speak and I asked where were these transactions coming from, the representative stated that " it seems as if it's coming from XXXX, Florida, XXXX XXXX, but that he could not tell from his end. When I looked at my account XXXX XX/XX/21, I noticed at least 25 fraudulent unauthorized charges all on XX/XX/21 coming from a XXXX XXXX, in Georgia. There seems to be a huge miscommunication with the representative that I spoke to on XX/XX/21 and the information that T. D. Bank has regarding all 3 claims that I filed stating that according to their investigation, Fraud did not occur. That being said, I am a XXXX XXXX, and I know that if one does not document their notes immediately within 24 hours, certain details may be forgotten, and not documented accurately. I filed a complaint with New York State Attorney Generals Office the letter is dated XX/XX/21, in which they sent me a letter stating that they would forward my information to Consumer Financial Protection Bureau, I attached documents with NYSAGO. I was encouraged to follow up with CFPB. I also have a legal Aide Senior Staff Attorney, XXXX XXXX, ( XXXX ) XXXX, Fax, XXXX, assisting me as well from XXXX for XXXX XXXX. 
Please note I am adding information that was already forwarded to you from the State of New York Office of Attorney General, the file number is XXXX Subject : T.D. Bank, N.A. 

Thank you for your time and attention in this matter as I need to be cleared of the negative balance and should not be held accountable for funds that were stolen from my account.

Company response to consumer: Closed with explanation