Consumer complaint received 2017-05-24
Company: TD BANK US HOLDING COMPANY
State: PA
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:
Monday,  XXXX   XXXX ,   XXXX     XXXX   XXXX    13 mi nute call Called customer service to report unknown pending charges on my account.    Three  {$44.00} charges  ( totaling {$130.00} ) fr om  XXXX  Six {$0.00} charges from    XXXX    Explained  that I would be leaving the country on  XXXX   XXXX ,   XXXX  . Representative canceled my then current debit card and informed me that I would need to pick up a new debit card from a TD branch. Representative said that the claim was filed with a request to expedite and that I should expect to see a refund to my account  in 7 10 business days.            Tuesday,  XXXX   XXXX ,   XXXX   Branch visit Went to TD bank in  XXXX , PA to obtain a new debit card. Explained to representative that my card had been compromised. Was set up with a new card, told again that my previous card was deactivated and there was a claim filed.           Friday,  XXXX   XXXX ,   XXXX     XXXX   XXXX    3  minute call Found a charge on my account that was previously missed, called customer service to add it to the list of charges. The pending charge for {$0.00} was from  XXXX   XXXX   XXXX . Was told by the representative that it would be added to the list under  XXXX .       Wednesday,  XXXX   XXXX ,   XXXX     XXXX   XXXX   21 minute call Called customer service to check the status of my claim. Was told there was no claim on file and that I could file a new claim, which would take an additional 10 days, and be transferred to a supervisor to speak with about expediting.       Thursday,  XXXX   XXXX ,   XXXX     XXXX   XXXX   19 minute call Called customer service to speak to a supervisor. Was told that the claim was not filed on  XXXX   XXXX  and that the claim would be filed today. When I asked about expediting and was told, I can send it, but you wont get it. Expediting is for those who are experiencing fraud and are in dire need and How would you feel if you were in dire need and we pushed your case aside to help someone elses first? Again, I was told that this process would take an additional 10 days. She apologized for not being able to do anything else.       Thursday,  XXXX   XXXX ,   XXXX     XXXX   XXXX   48 minute call Called customer service, asked to speak to a supervisor. After being told multiple times what the policy is, I was finally transferred to a supervisor. This supervisor also informed me of the policy. I explained that I had already attempted to file a claim, and on  three  different occasions, I was not told there was a claim filing issue. After being told multiple times that there was nothing more that could be done, the supervisor reached out to  XXXX   XXXX ,  TD branch manager,   to help resolve my problem. Was told that my account would be credited no later than Tuesday,  XXXX   XXXX  Monday,  XXXX   XXXX ,   XXXX   3 minute call Called  XXXX  at   XXXX   XXXX   to inquire about a status report on the claim, was told I would be called back after  XXXX  spoke with the claims department Called again at   XXXX   XXXX  ,  XXXX  Informed me that he would call the claims department and call me back before the end of the day to let me know the status of my claim.       Tuesday,  XXXX   XXXX ,   XXXX    1  minute call Called  XXXX  branch at   XXXX   XXXX   and was told that  XXXX  was not in. Spoke to  XXXX , assistant manager, who informed me that  XXXX  did not reach out to the claims department until earlier this morning.      XXXX  said that he would try to be in touch with  XXXX  and would call me back today regarding my expedition request and credit to my account.     Called  XXXX  branch at   XXXX   XXXX   to speak with  XXXX . He informed me that he was in touch with  XXXX , and that  XXXX  said there was nothing that he could do and that he never said my account would get credited.

Company response to consumer: Closed with monetary relief