Consumer complaint received 2020-02-13
Company: TD BANK US HOLDING COMPANY
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Complaint against TD Bank I am a victim of fraud of over {$10000.00}. I filed a police report regarding illegal activity and filed a dispute with TD Bank. They refunded me some of the illegal transfers as fraud but XXXX transfers are listed as " not fraud ''. 

An aunothorized XXXX account was opened through my TD Bank online account and used a phone number for the account that is not mine nor ever has been. My email ( XXXX ) account was compromised so emails from TD Bank were set to go to junk. I was never called or texted from the account. 

TD Bank has rejected 3 of my claims as " no fraud occurred ''. After calling they stated that the IP address showed to be mine in their system so all claims were declined. In addition to this vague answer, they have refused to provide me any additional details regarding their decision. ( example - times, mac address, device IP address, was this phone number in their system, how the account was opened ) They stated that if I wanted any of the information regarding the case I would have to get a subpoena from the courts. This is unfair practice. I filed a police report for an over {$10000.00} fraud case and therefore would be going to prison if I was lying. TD Providing a letter stating " not fraud '' and turning their backs on me is not fair consumer practice. 

The information they did provide me with was the names and phone numbers of the criminals who stole the money. Suggesting I may want to reach out to the criminals to get my money back myself is unfair and unsafe to consumers.

Since my 3rd appeal has been declined I am asking for CFPB for help. I did not open these accounts on TD Bank nor did I ever send money. This experience is questioning by belief that the current US banking system may not be a safe place to hold your money in today 's cyber environment. 

below is more info based on dates. All was sent to TD Bank to confirm. No reply. 
Fraud occurred from XX/XX/XXXX to XX/XX/XXXX. 
I notified TD Bank on XX/XX/XXXX that fraud occurred. 
I filed a police report with the XXXX Police Department regarding this illegal transaction. This police report was faxed to TD Bank and is on file. 
TD Bank refunded an ACH transfer of {$2500.00} that was sent to another bank as my online bank account was compromised. All XXXX fraud transfers was declined as not fraud. 
Through the TD Bank online site, new XXXX accounts were opened linking ( 2 ) of my checking accounts and transferred over {$10000.00} in small increments over that week. No texts or calls where made to me by TD Bank during this occurrence. 
The XXXX accounts were opened under phone numbers that is not mine and has never been on file at TD Bank. XXXX requires authorized phone numbers. This number has not been investigated by TD investigators. 
On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I was refused access to talk to a TD Fraud Investigator to explain my case as it is against TD Bank policy to do so. 
On XX/XX/XXXX I faxed TD Bank outlining all details about the occurrences. 
It is TD Bank policy that if transfers appear to be from the same IP address, the illegal transfers will not be investigated by TD Bank. No attempts are made to get funds returned by TD Bank. 
TD Bank requires a legal subpoena in order to provide a customer with device mac address used for the transfers. 
TD Bank provided the names and phone numbers of the people who were involved with these illegal wire transfers. It is the customer responsibility to reach out to the criminals directly to attempt to retrieve the funds. 

On XX/XX/XXXX I faxed TD Bank all of the above asking them to correct anything that they might feel inaccurate. I did this through the TD Bank branch so have documentation it was received. This was ignored despite stating I will be filing with the CF if ignored again

Company response to consumer: Closed with explanation