Consumer complaint received 2019-07-21
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2019 i reported my card stolen to my Banking company, TD Bank. I was assured that my card would be shut down and a new one would be sent to me in 3-5 business days. I then noticed Fraudulent activity still being placed onto my account for purchases that were made outside of my state. These purchases were frivolous and could easily be made by handing the card to the merchant or in putting it online because their were a lot of online purchases made as well. On the night of XX/XX/2019 a check was deposited at an ATM in XXXX, NY for {$6300.00} and was AUTOMATICALLY approved at XXXX XXXX Soon after the thief was able to withdraw {$1000.00} of that amount again from my account. When this occurrence happened, I automatically received a text from what I believed was my bank asking FreeMsg : TD Bank Fraud Dept. XXXX Did you attempt {$800.00} at ATN CHECK CASHI with card XXXX? Reply YES or NO. Case XXXX To Opt Out reply STOP. When I woke up and saw this text, I inadvertently texted back and was told that my card will be turned off ... I didnt understand because i closed it just four days ago? Later on in the day I received a call from a third party company TD Bank uses asking me about the transactions, I informed them that I was not in NY and these purchases/deposits were not mine. I was told that a claim has then been filed and I should be hearing back from them in 5-10 business days. on XX/XX/2019 I called my bank because I didnt not hear back from them and upon calling them they told me I have no type of access to discuss anything at all over the phone about my account because my account has been breached and i had a fail of identification so so would need to go into a store to discuss anything else. I have had enough. I went into a store on XX/XX/2019 and was told no claim has been submitted, no report has been made and there were no phone conversations about the incident that happened on my account. The representative at this Bank filed what seems to be the THIRD claim and closed my card. He then was able to give me access to my account over the phone and of course I called everyday since then because I finally needed to get to the bottom of this. Everyday I called they gave me the same run around, that no claim was submitted or that the claim was submitted the day prior to me calling. On XX/XX/2019 I finally received an answer and it was that my claim has been denied due to the thief being able to input my pin one time and it being correct so there for I was ACCUSED of trying to cash a {$6300.00} check, withdrawing {$1000.00} and making purchases left and right in New York. I was poorly mistreated, accused of and ultimately have to pay a debt on my account of {$700.00} because the direct deposit that hit my account on XX/XX/2019 covered for most of my debt. According to the Regulation E act I should have been covered for the simple fact that I reported my card lost/stolen less than two days from the day that I noticed it missing and in this day an age ANYONE has access to ANYTHING if they are smart enough to obtain it as well as shoulder surfing as well as many other heinous acts a thief can do to ones account. I am appalled and I want to take legal matters and shame on to TD Bank for the way that they handled my situation and ultimately accused the victim of committing these fraudulent acts. 

The photos that I will be attaching is proof that I was in FL ( where I reside ) at the time the fraud was committed in NY with job clocking in and out as well as bank statements and texts that I received from TD Bank.

Company response to consumer: Closed with explanation