Consumer complaint received 2022-10-30
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Let 's do this dance again, right TD? 

Note : regarding case XXXX to which TD responded : " We have been unsuccessful in reaching the consumer by phone to determine whether she herself filed the within complaint, rather than her son who is not authorized to do so. The attached letter requesting contact was mailed to her. Follow up actions will depend upon a response. The letter states as follows : Were committed to fulfilling your banking needs and delivering a legendary Customer experience. Today, Im writing to let you know we received your complaint filed through the Consumer Financial Protection Bureau ( CFPB ). Your concerns are important to us, which is why we began looking into your issue immediately. In reviewing your complaint, you reference previous CFPB case XXXX. As referenced in your complaint, you had advised us that you did not submit the complaint and it was written by your son. Since we have been in receipt of your complaint filed on XX/XX/2022, multiple contact attempts have been made with requests for you to follow up with us to discuss this newest complaint. The most recent attempt was made on Monday, XX/XX/XXXX, and an additional voicemail was left requesting a call back. To date, a follow up call has not been provided. In order to assist in addressing any additional concerns you may have, we will need to speak with you directly. At your earliest convenience, please return our call attempts so that we may assist further. Thank you for the opportunity to continue serving your banking needs. '' TD is welcome to confirm with the CFPB that I personally spoke with XXXX, one of the CFPB phone representatives at XXXX, on XX/XX/2022 at approximately XXXX ET and confirmed that I filed case XXXX and XXXX against TD myself. TD is also able to reach me at my alternate phone number XXXX which will get a quicker response if TD actually does call me and you are authorized to leave a detailed voicemail at that number. The The ESIGN Act granted electronic signatures the same legal status as handwritten signatures throughout the United States and my signature here at CFPB provides you the necessary authorization to contact me at that number at which time you can re-verify who I am and that I filed this and the previous complaints, if you forego verifying it with CFPB based on the information I have already provided confirming that I filed them. 

It is shameful that TD documents that they left me a voicemail on XX/XX/2022, when no such voicemail was left. XXXX phone records show NO call from TD on this date. Why didn't TD send me a registered piece of mail? As well, in this letter that was supposedly sent, there is no contact information and no phone number included in the response. Disgusting. 

It is shameful that TD failed to provide any results of their investigation that they claimed they began looking into " immediately '' except to say they didn't do anything but try and contact me ( which appears to be untrue ). 

So, I am refiling the complaint once again and since I have provided you with the CFPB contact information confirming that I filed these complaints, there is NO further excuse for you to keep stalling. 

On XX/XX/2022 I, XXXX XXXX, a XXXX senior, went into the TD Bank branch on XXXX XXXX XXXX in XXXX, FL and deposited cashier 's checks from my own accounts at XXXX for {$220000.00} and {$10000.00}. At the same time, I then wired {$230000.00} to scammers through XXXX XXXX  in CA. I was somehow convinced by the scammers that I needed to wire my life savings to them. I tried from my first bank, XXXX, and they blocked it. But then the scammers convinced me to move my money to my other bank ( TD ) and wire it from there. My son, XXXX XXXX, spoke to the teller who " helped '' me at TD Bank and asked ( D = XXXX, my son, TD = XXXX, the teller at TD ) : XXXX  : So now, my questions to you are : So what questions did you ask my mother before you transfer this money? TD : What questions I asked her? Who was the beneficiary? What was the purpose behind doing the transfer? XXXX  : Well, what were her answers? TD : All the information is on the wire transfer, I can bring it up. XXXX  : That would be great, could you do that? TD : Okay, so she's [ trading? ] to a XXXX XXXX company XXXX : Right. And then you... So all you asked her is where she sent it to which is XXXX XXXX which obviously she brought to you in the first place - we've established that. And what else did you ask her? TD : How much she wanted to send. XXXX  : Okay. Anything else? TD : Not off the top of my head. ... XXXX  : You didn't ask her if someone was telling her to do this? TD : No. ... XXXX  : The other question too, is that she brought cashiers checks in from XXXX  XXXX XXXX, deposited them in the account and then immediately wired it out. Did you ask her why she didn't transfer it from XXXX  XXXX XXXX, why she brought it to TD? TD : I did not. XXXX  : That didn't raise any alarm bells for you that she brought it from XXXX XXXX XXXX to TD and immediately wired it out? TD : It did not. This is the problem. The bank should have known about these scams and should have asked questions about what was going on. This should have readied red flags immediately. Any easy question would have been, " Why didn't you just wire the money from the other bank, instead of bringing it here to wire? '' Or : " Did someone tell you not to talk about why you are transferring this money? '' Once realizing I had been scammed, I called TD 's XXXX customer service and was told I had to go into my local branch, as the XXXX service reps told me that they would not assist me. However, since this was a Saturday ( the Saturday following the transfer ), the branch would only open on Monday morning. This prevented any potential actions from being taken by TD that could have recalled the wire transfer in a timely fashion. At the branch over the next few days, I spoke with the manager XXXX, and tried to allow my son to have access to this situation with the bank, however, TD actively denied my son from assisting. They wanted him to go into a TD branch to verify himself, however since he lives in CA, this was not possible. He even provided a power of attorney form to them, with myself verifying it was valid, however again, XXXX rejected it. XXXX then said she would look into other possibilities of how to get my son on the account/investigation, but never followed up or provided any further information. These actions are inexcusable on the part of the bank : not asking the appropriate questions to XXXX senior before the transfer not blocking the transfer not providing assistance when calling the XXXX number requiring us to wait 2 additional days to get help by waiting until the branch was open the manager of the branch denying allowing my son to assist and rejecting the power of attorney the manager of the branch not following up ( with repeating requests to do so ) Please help hold the bank accountable for their actions and non-actions in this situation. As per guidance on your site, they are supposed to be asking seniors  questions about wire transfers and money movements like this. I am happy to provide more information, etc. My son also happens to have a recording of the conversation with the local bank branch teller in which he admits he did nothing in terms of vetting the translation as required. Note that a police report was filed with the XXXX XXXX XXXX, case # XXXX and Det. XXXX is assigned to the case ( XXXX ). I have attached the original wire transfer forms as provided by TD, as well as the fraud form completed at TD once they allowed me to file it in their branch. Thank you.

Company response to consumer: Closed with explanation