Consumer complaint received 2023-07-27
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem canceling credit monitoring or identify theft protection service

Complaint:
During a business trip to XXXX, XXXX XX/XX/2022 I attempted to make a cash withdrawal at an ATM on one of the major streets in XXXX tourist area. I selected an international ATM ( one out of four ATMs ) and inserted my card into the machine and, usual order, was prompted to enter my password. After doing so nothing happened and I was given no further prompts. Assuming that something was wrong I pressed the cancel button several times but to no avail. My card was captured by the ATM. As I left the machine my TD Alerts started sending me messages ( see below ). I realized that the ATM machine had been manipulated and someone had my passcode and had been attempting to make withdraws. The first attempt of {$2100.00} was declined as it exceeded the available balance but unfortunately, they were successful with the two following withdrawals amounts ( {$120.00} and {$1000.00} ). Shortly after I received TD Banks automated text message asking if I approved a ( fourth ) withdrawl. At that time, I was able to stop the withdrawals. I immediately called your fraud center to report the incident and have my card canceled. By then it was obvious to me that the ATM machine had been tampered with and someone has inserted a reading device and I was subject to " skimming '' When back in the US, I called a TD Bank representative and formally reported the incident. 

XX/XX/2022 I received a response from TD Bank " Disputes & Claims '' ( Subj, XXXX ) denying responsibility advising that " your chip card was in your possession, during an in person transaction ''. Some time thereafter, I went to a TD branch and advised them that this was not a relevant reply or reason as my card was not in my possession. It was caught in the ATM machine. The branch representative filed a new dispute on my behalf and asked me to return in a few weeks. After a month I called him and he advised it was declined again. I was given no reason and there was no possibility for the bank to talk to directly to the XXXX XXXX! 

In early XXXX this year I decided to try to file a third ( and last ) claim. I received a reply XX/XX/XXXX, ( XXXX. XXXX ), again, denying my claim. The reason given was " XXXX was not utilized after you notified us to close the card ''. Obviously, this is not a relevant response as the culprits last attempt to withdraw funds was denied ( as I stopped the withdraws based on the text message received from TD Bank ) and it is highly likely that they discarded the card after the last attempt. 

I feel I have exhausted my attempts to get the monies refunded. Nor am I able to talk directly to anyone in the fraud department and explain the situation. By the replies received, TD Bank does not fully understand how this happened ( as I have submitted written testimony, this would be unlikely ) or they are fabricating automated replies in order to exhaust me ( likely ). 

I might add that I am a longtime customer with TD Bank. 

I ask you kindly for your assistance in this matter. 

Yours sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation