Consumer complaint received 2023-03-20
Company: TD BANK US HOLDING COMPANY
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023 I was XXXX  and went to XXXX XXXX XXXX picking South Carolina. I spent 13 days there and then I was bonded out on XX/XX/2023. When I got home my house was robbed and I seen all my personal information laid out on the table like somebody went through it with a fine tooth comb. My wallet and keys were in the house too. I immediately thought of my bank account and got online to TD Bank there I noticed from the time I was in jail they were fraudulent charges during those days. The amount of {$510.00} was missing from my account. I immediately called TD Bank and reported the charges I told customer service from XX/XX/2023 to XX/XX/2023 I was in XXXX and somebody used my card fraudulently. I filed a claim in a timely manner kept up with all the updates and sent information to the fraud department that prove that I was in XXXX  for 13 days. I also made a police report and that was also sent for evidence that I was robbed. I gave the officer the information at the fraudulent charges and he said he would investigate. The investigation is not complete as I did not hear from him yet. On XX/XX/2023 I received the letter from TD Bank advising me that they concluded that an error did not occur and the reason for this decision was based upon the following. 

you advised your chip card was in your possession during an in-person transaction. IT ALSO STATES THAT IF MY ACCOUNT WAS PREVIOUSLY CREDITED IT WOULD BE REVERSED ON XXXX MY QUESTION IS HOW COULD I BE IN POSSESSION OF MY DEBIT CARD DURING AN IN-PERSON TRANSACTION WHEN I WAS IN XXXX? 
I RECEIVED ANOTHER LETTER FROM TD BANK DATED XX/XX/2023 STATING THEY HAD COMPLETED THEIR REVIEW INTO THE ATM DEBIT CARD DISPUTE CLAIM FILED ON XXXX IN THE AMOUNT OF {$510.00} THEY SAID AN ERROR DID NOT OCCUR THE REASON FOR THIS DECISION WAS BASED UPON THE FOLLOWING .... THE TRANSACTIONS APPEARS TO BE AUTHORIZED BY YOU. YOU CONSENTED TO OR BENEFITED FROM THE TRANSACTION. THIS IS UTTERLY RIDICULOUS. HOW CAN I AUTHORIZE ANYTHING BEING IN XXXX? HOW WOULD I CONSENT OR BENEFIT FROM THE TRANSACTIONS? I COULD NOT CONSENT TO ANYTHING I HAD NO PUBLIC COMMUNICATION AND HOW WOULD I BENEFIT FROM THESE TRANSACTIONS? IF YOU LOOK AT ALL THE CHARGES FROM WHEN I WAS IN XXXX  THERE WAS NOTHING I could possibly benefit from. Why did I get two letters dated XX/XX/2023 and XX/XX/2023 saying that they reviewed my claim and the two letters had conflicting reports? I believe there was no investigation based on my findings of TD Bank 's transactions and they denied me because of the fact that was in XXXX. I called asking to request documentation on their findings and that is my right they told me to go into your local branch and get the information that's not what the letter says I will write a letter now asking for documentation. I am a XXXX veteran and can't get around that good and the fraud department wants me to go running around town to get information that can be mailed. I am appalled at TD Bank and their shady practices I'm very seriously considering closing my account and going elsewhere thank you for your time.

Company response to consumer: Closed with explanation