Consumer complaint received 2023-09-19
Company: TD BANK US HOLDING COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
A couple months ago my partner and I received alerts that our information ( DOB, SSN ) was exposed on the dark web through due to a data breach involving my partner 's Washington, D.C.-based health insurance plan. 

In XX/XX/2023, I discovered alerts on my credit report about two hard inquiries and a new account ( TD Bank/XXXX ) that I did not open. I immediately attempted to call TD Bank to tell them that the account opened in my name associated with an XXXX, Indiana, address is fraudulent. I have never lived in XXXX, Indiana. I wanted to know how I could immediately close this account. I also wanted the hard inquiries removed from my credit report. 

Simultaneously, I froze my credit report and reported the fraudulent activity with XXXX and XXXX. 

The first person I spoke with at TD bank on XX/XX/2023, told me that they were freezing the account under my name and would be sending me an affidavit to fill out. I never received the affidavit. In the meantime, XXXX and XXXX said they had completed their investigations and concluded, from information provided by TD bank, that the new account under my name was not fraudulent. My credit report still lists the TD BankXXXX account as open and lists two hard inquiries. 

I contacted TD bank again on XX/XX/2023. I repeated that I did not open the account and wanted it closed. Once again all they told me is that they would be sending me an affidavit and that the account was frozen. 

On XX/XX/2023, TD bank sent me a letter informing me : " This letter is in response to your claim of fraud on the above account. Based on the information you provided and a review of our records, we have insufficient evidence to substantiate your claim. Your claim has been denied for the following reason ( s ) : Merchant provided signed sales receipt and/or delivery confirmation, copies enclosed for your records. '' Enclosed with this letter was a merchant sales ticket for a refrigerator for over {$5000.00} paid for with an XXXX card, using my name and an address in XXXX, Indiana. It has no signature. There is also a phone number associated with the XXXX address that is not mine. The only thing that connects me to this sales ticket is my name. 

TD Bank has not sufficiently addressed my claim of fraud. I did not open an account with TD Bank or XXXX ; I had never heard of them before this. I have never lived anywhere near XXXX. They allowed someone to use my information to open up an account and now are refusing to investigate or address my concerns of fraud. 

It is distressing enough that I am the victim of identity theft. That a company would be so indifferent to a claim of fraud is unconscionable. I do not know how to close this account in my name or ensure that the person ( s ) who opened this account can not continue to access it. I also have received no information about what will happen when this {$5000.00} bill is not paid. Until I received the XX/XX/XXXX letter from TD Bank, I did not know that anything was purchased with the card or with a bank account. I don't even know if this account is associated with a debit card/bank account or a credit card because I did not open the account and TD Bank will not provide any information. 

I would appreciate an investigation into TD Bank 's fraud department and a resolution to my case. 

Thank you very much.

Company response to consumer: Closed with non-monetary relief