Consumer complaint received 2023-04-27
Company: TD BANK US HOLDING COMPANY
State: NH
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:
On XX/XX/XXXX, I went on to my computer to my XXXX account which I do to check the balance amount because digital coins are so volatile. At that time it showed my balance to be approximately {$46000.00}. 
I then proceeded on the XXXX site virtual chat room area to ask whether any tax information for XXXX was available and if so, how could I retrieve it from the site. 

The virtual chat was responding and conversing with and they wrote " They wanted to verify it was me they were communicating with by sending a 2 factor authenication code. 
The code they sent me was XXXX. Then they asked to call me to verify it was me they were talking to, so I gave them my cell #. 

On XX/XX/XXXX I checked my cell phone 's recent calls and it showed a phone # of XXXX, XXXX XXXX, Ca. That person who called me said they wanted to make sure my account was secure and asked me to go to XXXX, which I did. Then I have written down on my notes XXXX. 

On XX/XX/XXXX th, in the morning I checked my XXXX balanced which showed my balance at approximately {$1400.00}. At that time I realized I had been scammed. 

I immediately contacted XXXX XXXX and asked them to freeze my account because I was scammed, which they did. 

I then checked my TD Bank checking account and saw there were also pending withdrawals of {$2000.00}, {$500.00} and {$2400.00} totaling {$4900.00} out of my account. I immediately called my local branch of TD Bank and asked them to put a stop order on the pending withdrawals and advised them that I did not authorize those withdrawals and that I had been scammed. I advised them I would be immediately coming down to the their bank office. ( See Attachment A1 which shows TD Bank letter from their XXXX XXXX NJ office acknowledging the withdrawals mentioned above. I assume this is their Fraud headquarters office ).

I met with the TD Bank customer representative who got their Fraud department on the line and she explained the situation and what occurred and to insure they understood that my banking account had been hacked as well as my XXXX account and that the pending charges of {$4900.00} were not authorized to be paid. They then proceeded to close my personal accounts and credit cards and then my business account and debit card. they also changed my passwords for on line banking. 

I also that day filed a report with FTC.gov ( report # XXXX ) On XX/XX/XXXX I went to the local police dept. to report the fraud claim ( see attachment A2 and A3, the incident report, case # XXXX ). The detective that came out to my home to interview me and see the evidence I had of the scam. The detective had sent a summons to TD Bank and to date they have never responded. He has since followed up and still has not gotten a response from TD Bank! 

Also attached ( see attachment A4 ) is 1 of 3 letters from TD bank dated XX/XX/XXXX upon which I have written notes. On this attachment you will see in the last paragraph of this letter it states " you have the right to request documentation, if any, used to make this decision. '' You will also note in the 3rd paragraph that the monies ( XXXX XXXX ) would be taken from my account... .which happened on XX/XX/XXXX. 

Neither the bank or any of its representatives ever telephonically or wrote to me regarding the unauthorized charges. 

On Saturday XX/XX/XXXX, I called the banks 24 hour # and asked to speak to someone in the Fraud dept. they were unavailable. Thus she advised me she had file a form with the Fraud dept. requesting they furnish me the back up info. I followed up on on XX/XX/XXXX and was advised " they have your request and are still working on it. On XX/XX/XXXX I called and was advised by a person named XXXX that she could see any progress or request so she said she would file another request and that their normal time to get a response was 7 - 10 business days. 

Attached please see attachment A-5 a copy dated XX/XX/XXXX XXXX my XXXX account, you will notice they advise my that they have not been paid by TD Bank. 

It is obvious to me that if TD Bank has taken {$4900.00} out of my personal account and with no authorization from me and XXXX claims they have not received any monies that I am now being scammed by TD Bank which should have never take my money.

Company response to consumer: Closed with explanation