Consumer complaint received 2022-10-10
Company: TD BANK US HOLDING COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/XXXX I received a call informing me I was a XXXX dollar winner, I knew it was a scam and told them to drop dead. As I hung up my cell phone my laptop flashed stating my computer had been hacked into and I needed to call XXXX at the number on the screen. Instead, I googled for XXXX XXXX support got an XXXX number called it and I could not hear what the person said at first due to too much noise in their background. I asked if this was XXXX XXXX support and they said yes. I told them about the warning and they said they could that my computer had been hacked into and my XXXX XXXX Account had transferred {$190.00} to a XXXX account. They told me they could block the transation by my dupliating the transaction which was suppose to cancel the first I follwed their instructions sending {$190.00} to XXXX XXXX. The man said the account had been taken care of. I checked my blanance and the {$190.00} was gone. I immediately called XXXX XXXXXXXX XXXX who confirmed the money was gone and the olnly thing they could do was to contact XXXX and if they could assist.. 
i next called TD Bank in XXXX. I just moved to XXXX from XXXX  in XXXX and my social security check still goes into that account. I called TD Fraud to let the know about XXXX XXXX and to make sure my account with them had not been hacked into. The woman said it lookerd OK but whe would place a hold on it ummtil I took my computermand phone to XXXX and had to cleared. She said I woiuld not be able to have online banking until this was done. I told her I was only expecting two bills to come out, she took down the information and said my social security check would go in and the to billls would be paid I called XXXX and they cleared my computer and phone. On XX/XX/XXXX my social security check was deposited and I called TD to have them release the hold and they said there never was a hold, the account had been suspended. If wanted to removed the suspension wuoud have to come into a TD Branch which is impossible sine I live in XXXX. 
They transfered me to the Fraud Department and I spoke with XXXX who said he could have me change my Usernamea and he would gie me a temporary password to get into my account. XXXX said then we could transfer the money from the checking into the savings account and transfer the money to XXXX Account. That did not work so I was transferrred to XXXX who said he could help. We got the money moved to the savings, did the transaction for the transfer from TD t XXXX XXXX but it said it would take until XXXX On XX/XX/XXXX, I went online to make sure the money had transferred instead TD Bank had blocked the transfer. I immediately called TD Ban at XXXX XXXX time. and after several transfers I spoke with Preious who said she did not underrstnd why this had happened since the fraud was against another bank. After am 1 1/2 hours she said she had completed tje " XXXX '' form and sent to the higher supervisors and she hoped it would work for me to cal back in three or four hours ; I called back a XXXX spoke with XXXX who transferred e to the Fraud and they had no one in to help. 
I called back and spoke wth XXXX who also transfered me to Fraud. They told me nothing could be done, they were sorry I did not have any money but the account can not be touched unless I come ito TD Bank They said the account would be dead XX/XX/XXXX and they woud send me a check at that time I found out two bills that came through were not paid I aled again on XX/XX/XXXX and spke with who said there was nothig they they could do. 
I called back later that day and spoke with XXXX and she said she would transfer me to a supervisor and I was disconnected. 
I called back and spoke with XXXX who transferred me back to fraud where was told again that nothing could be done amd after XX/XX/XXXX the funds would not be reoeased until I came into TD. 
I am XXXX years old and they have all my money for food, gas, housing and they sad they were " sorry '' but once the disclosure was read it sealed ther deal.

Company response to consumer: Closed with non-monetary relief