Consumer complaint received 2022-07-27
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
TD BANK ACCOUNT HACK AND DISPUTE On XX/XX/2022, my XXXX XXXX check was direct deposited into my TD Bank account totaling {$1900.00} as it always has been since I retired a number of years ago. 
Some time prior to XX/XX/2022, my XXXX phone and my TD Debit card were hacked which enabled thieves to make a charge to a company called : XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
TD Banks Fraud Department sent a text to my phone at XXXX am as follows : XXXX : TD Bank Fraud XXXX Did you attempt {$410.00} at XXXX XXXX SS with card XXXX? Reply YES or NO. Case XXXX To Opt Out reply STOP. 
At XXXX am, ( before I was aware a text had been sent to me ), the hackers replied : Yes A follow-up text was sent to my phone, also by TD Bank XXXX XXXX XXXX XXXX XXXX am, stating : XXXX : TD Bank Fraud Dept : Thank you for confirming this activity. Please allow 1-2 minutes before using your card again. If your purchase was declined, you may attempt it again. To XXXX XXXX reply STOP. 
Once the hackers got approval on the initial {$410.00} debit charge, they proceeded to make the following additional purchases totaling : {$1800.00} ( SEE LAST PAGE ATTACHMENT ). 
In addition, another {$54.00} was added on for International Tax Fees. 
It is unfortunate that no follow-up call was made to me from the TD Fraud Department as I was informed by a TD Bank employee at one of the Branch Officers that this same issue has been happening more and more frequently! A simple follow-up call before the funds were released would have prevented all the disputes and problems that have arisen from this issue. 
When I finally received a call from someone representing themselves as being a member of the XXXX Bank XXXX XXXX. At that time, I checked my text messages and told the caller that these purchases were NOT made by me. After hanging up the phone, I immediately drove to the XXXX XXXX  Branch of TD Bank where I turned in my hacked Debit Card and again told the bank staff there that I had not made these purchases. 
To further complicate matters, once the funds had been deposited into my TD account on XX/XX/XXXX, I wrote a check for {$300.00} against my TD account and deposited it in my XXXX XXXX  account to cover upcoming bills. Unfortunately, the check was not cleared until XX/XX/XXXX, at which time all of my funds had been stolen! This has now created a series of returned check fees that I am now facing for when, ( and IF ), my funds are returned to my account. 
I have gathered documents supporting my case for reimbursement of the money that has been stolen from my account and submitted them to TD Bank for review. Unfortunately I have received XXXX sperate letters from TD Banks Disputes and Claims refusing to accept my evidence and reinstate my funds and are attached. I have listed the claim numbers and dates of each of the XXXX rejection letters as follows : Claim # XXXX XXXX rejection letters dated XX/XX/2022 Claim # XXXX Two rejection letters dated XX/XX/2022 Claim # XXXX XXXX rejection letters dated XX/XX/2022 Additionally, I have attached : 1. A copy of the XXXX XXXX Sheriffs Office call history record of XX/XX/2022. 
2. A copy of Complaint # XXXX made to the Consumer Fraud Protection Bureau 3 XXXX A copy of an XXXX from XXXX XXXX dated XX/XX/2022 reporting the discovery of suspicious Apps known to cause fake pop-ups and cause Virus type symptoms on the phone. 
I have personally gone to the XXXX and XXXX XXXX offices of TD Bank as well as having made dozens of calls to the TD Bank Help Line and to the Fraud Division asking for proof of the alleged purchases and location of where these items were purchases to no avail. 
I have repeatedly asked for the transcripts of all the recorded conversations of my numerous calls to the various entities that fielded my calls to the Bank Help Line and Fraud Division. I have never been able to speak to the same person twice and have been promised, also repeatedly, that someone representing the decision makers would call me to explain why my stolen funds have not been restored. 
I have yet to hear from anyone. 
I have been a loyal depositor with TD Bank in XXXX XXXX  from the first day they absorbed my previous savings institution and took over my business. I am aware that TD is planning to open a Branch Office in the XXXX XXXX area in XXXX XXXX, and I will be very verbal and vocal in repeating the shoddy experience that I have suffered through on very widely read website, XXXX XXXX XXXX XXXX XXXX open to the XXXX households in XXXX XXXX 
As a subscriber to the XXXX XXXX XXXX I plan on giving an interview to the financial reporter delineating the type of treatment a TD Banks depositor can expect opening a TD Bank account. I am also active in several clubs and participate in numerous sports throughout XXXX XXXX  and will be making it my mission to tell my tale of woe to everyone. 
Finally, I will be meeting with a member of Congressman XXXX XXXX office if this matter is not resolved to my satisfaction within the next few days. 
XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX  LIST OF CHARGES FRAUDULENTLY MADE ON MY DEBIT CARD XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX A XXXX XXXX XX/XX/2022 XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX - {$230.00} XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX - {$290.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXXXXXX - {$290.00} XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX - {$170.00} XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX - {$410.00} XXXX XXXX XXXX XXXX XXXX {$12.00} {$12.00} {$8.00} {$8.00} {$7.00} {$5.00} {$54.00} - Additional fees - {$410.00}

Company response to consumer: Closed with monetary relief