Consumer complaint received 2018-05-31
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My XXXX years old Mother is a victim of a fraudulent account take over and elderly abuse, that TD bank did not prevent and now is not recognizing. She has 2 accounts at TD Bank, a Savings and a Checking account. My brother and I are also account holders on these accounts. On XX/XX/XXXX we  realized that we were missing around {$71.00} on fraudulent activities. 

As we were told orally by one of the Bank Account Representative at TD Bank Branch located at XXXX XXXX XXXX, XXXX FL XXXX, an online profile for my Mother was created and an ATM was requested, also the Bank Statement Address was changed. All without our permission and without our awareness that this new profile that was created. The Bank did not notify by email, neither sent a letter to the formal address indicating these activities. 

From that new online profile {$57000.00} were moved from savings to checking and the robber started using the ATM card in XXXX. The fraudulent activities started on XX/XX/XXXX and continued for 19 days ( until we realized it and blocked the account ) fraudulent transaction in a crazy pattern of expenses began in XXXX and up to {$12.00} were taken out from and ATM daily. 

My Mother, a holocaust survivor, does not live in the USA, nor XXXX. She has XXXX years old. Since the creation of the account, she did not have an online profile, neither requested an ATM. None of the account holders have traveled to XXXX in XX/XX/XXXX as can be verified in our passports. 

At the same time other AHC transfers were made to an unknown account in XXXX XXXX XXXX for an amount of approximately {$14000.00}. Those transfers were recognized as fraud and the Bank refunded the money. This clearly indicated that TD Bank recognizes that the account has been compromised. 

We did not received at any time any email or US mail, about any of the things that were happening in the accounts. None of the activities of a passive account raised any alerts from the Bank. When I traveled in XX/XX/XXXX, I notified the Bank the exact days of my trip and requested permission to use the ATM. 

A fraud Claim was made to the bank. The Bank denied all the claims about the withdrawing made from XXXX without talking to any of the account holders. 
As of now, we do not have a formal letter from the bank explaining the situation. The Bank told us by phone that the fraud charges won't be refunded and gave no explanation on how the Bank Statement Address was changed and how they permitted an online profile to be created without notifying the account holders. How does the Bank sent and activated and ATM to her? Why the Bank did not notify by email?, and why they did not send a letter to the formal address indicating these activities? Moreover, why the crazy pattern of spending of an account that had no movement did not trigger an alert from the Bank, especially when there must be a maximum amount daily that can be taken from an ATM. 

The treatment of the Bank to a XXXX year old woman who trusted her only savings from her entire life is incredibly rude, unprofessional and below expectations from a respected Bank. The bank should respond accordingly. Following the investigation procedures will evidently show that My Mother is being a victim of fraud, Elderly Abuse and a Account take over. Until the bank recognizes their security breach and a obviously inside work, other clients are subject to the same fraud. 

Since My Mother is XXXX years old. I as her daughter and also an account holder am making this complaint on her behalf. 

Note : We are attaching the bank statement that shows all the fraudulent movement ( in Blue all the fraud made from XXXX, in green the fraud made by transfers to XXXX XXXX XXXX, in Purple a P2P that we do not recognize, in pink the transfers that were made fraudulently from our Savings to our Checkings ). We are also attaching the Police Case number. We can provide proof, that neither my mother nor the account holders visited XXXX in XX/XX/XXXX. We can also provide proof of that days before the online profile was created they visited in person the XXXX XXXX, where we think everything started.

Company response to consumer: Closed with explanation