Consumer complaint received 2017-11-10
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX/XXXX/XXXX I got a call from TD Bank informing me that they observed questionable ATM/ Debit transactions that were conducted using my debit card and that these transactions might be fraudulent. I assured the representative that I did not make those transactions, that I had my debit card on my person and that I in no way, had knowledge, consented, authorized the use of or given my debit card or pin to anyone.Neither have I received any proceeds or benefited in any way from these transactions and that indeed I was a victim of fraud. He told me that they would be investigating the matter. 

I immediately went to TD Bank branch located at XXXX XXXX XXXX, XXXX XXXX NY XXXX where I spoke with a customer service representative and explained the situation. I closed out the old debit card and received a new one that same day. I also filed a claim for the transactions that were done on XXXX/XXXX/XXXX, which were in the amounts of XXXX and XXXX. There were two other transactions that were conducted on XXXX/XXXX/XXXX in the amounts of XXXX and {XXXX} that I wanted to file a claim for which the representative told me that would have to wait until the transactions cleared because they were still pending. I went back to the bank the following day and filed a claim for those transaction which had now cleared. 
The customer representative filled out the Reg-E Claim paperwork, gave me a copy and told me that an investigation into the matter would be done and that I should be hearing from the bank within 10 business days.When 10 business days had passed and I did hear from the bank, I went back to the branch mentioned above to find out what was happening. In my meeting with the customer service representative she informed me that there was a notation on my paperwork that my claim was denied and that I needed to speak directly with the branch manager XXXX XXXX concerning the matter. He was not in at that time. On XXXX/XXXX/XXXX I met with the branch manger who informed me that they had denied my claim and sighted 4-5 reasons why I was denied. 
I became very angry because I felt that I was being victimized the second time. firstly, by thieves who hacked my account and secondly by TD Bank who should be protecting and looking out for ultimate good of their customers, of whom I was. I reiterated my position that I was a victim in this matter and that I would not settle for the decision that the bank had made of not honoring my claim. He then said he would refile the claim and that I would be hearing from him within 10 business days. He also told me to file a police report, which I did at the XXXX precinct in the XXXX on XXXX/XXXX/XXXX. I followed-up at the XXXX precinct by requesting a copy of the police report, which I was told by 2 detectives from the fraud department that they could not issue me a copy of the police report, but that they would be investigating the matter and that they would be contacting me within the next few days. I have made several inquiries since then and have not received a response from the police. I have since received letters from TD Bank stating the reasons they have denied my claim. In the mean time they have debited my account in the amount of XXXX which includes overdraft and banking fees of which I am not responsible for. 
I am hereby filing this complaint against TD Bank and vehemently protest the treatment I have received as a customer. I am dissatisfied and totally disagree with their questionable and inconclusive investigation process. I have not seen any pictures, videos or surveillance. I have received no information on the merchant, location and who conducted these fraudulent transactions using my information. If I was held up at XXXX point and robbed, I would not feel as badly as I feel at this present moment. I felt like I was violated by TD Bank and I plan to pursue this matter to the fullest extent until I am credited all the funds that they have taken from me.

Company response to consumer: Closed with monetary relief