Consumer complaint received 2023-03-01
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:
Hi, this is part of a larger issue ... and my complaint is more about connecting to someone who can actually take some time to help and stop what seems to be happening and return control of my accounts back to me more than being a complaint : The issue : My accounts seem compromised in some type of way and it's been about 11 months now. The issue is communication, as I am on XXXX, I have a mobility issue... embedder with the fact that there is no reception at my domicile as well as no USPS mail service. How this affects me with the bank ... I can not log into my account, when it asks for a secure password, it can be sometimes WEEKS before I would be in a place that would allow me to receive it because your system is not XXXX. Additionally this bank uses a company called XXXX XXXX XXXX  which seems to have someone elses ( my amatuer theory is this is some other customers information ) reports, as often data presented to me does not and has not appeared on any of the three credit reports of mine ... leaving me to either guess what the answer could be for someone else or answer everything as 'none are the right answer ' and most cases this will lock me out of the account, rendering virtual and mobile assistance and issue. WIth the bank being out of reach of me... I have gone to many lengths to try and resolve an issue with someone accessing my card information and using funds in my account for various things. ( again, because there is no help from the bank on what is the cause of this, I just have armature theories ). I have made MULTIPLE requests for tech dept 's help as well as a request for someone as a XXXX accommodation rep for the bank to contact me... I have not to date received response from these requests, and I have since been told that there is no way to track who reviews them or if they will respond. With the disputes active on my accounts, I have been told 10 days I will receive information, but many months later ... I am still not in receipt of any information. I still do not even have debit cards to two of my four accounts ... all of my calls I identify the issue with usps, and that all correspondence has to come by phone OR through XXXX XXXX again, no calls and no paper correspondence. Allegedly there is no way to follow up to see how these information promises are being delivered or where they are going... maybe they are going somewhere other than to me and this is creating the issue... again, I have no idea because there is no in-real-time contact with a live person who can both talk to me about the problem AND look at the account. Often I will get someone who might listen, but because they can not verify who I am, I have been told there are simply just generic notes on my account that says 'customer called but was unable to verify, redirected to a branch '. You have almost XXXX between my accounts, and I have not been in direct control of my accounts in several months at this point. Mobile, does not work, phone there is an issue, I can not go to a branch. I have been told 'you need to resolve these things with a branch manager ' and when I stress how I do not always have time on my side for that immediately, I am told 'that is your choice ' ( which starts a whole separate conversation about having 'free will " while also navigating a new XXXX ). Honestly SSI has been a more friendly and accommodating system in relation to the bank ... and they are the government and terrible, but they do seem to be mindful of XXXX rights. I have asked the bank for help from a designated person who handles XXXX with their customer and from the response received, I am assuming they may not actually have one. So this might seem like not a lot, but these are more bullet points to the timelines and titles to issues that can be bracketted down to further smaller things I have done, attempted, and documented in the almost 11 months that this has been felt as fully out of my control. I need help from someone in the bank.

Company response to consumer: Closed with explanation