Consumer complaint received 2023-06-13
Company: TD BANK US HOLDING COMPANY
State: DC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I previously filed a claim with the CFPB ( XXXX ) regarding fraudulent charges on my TD credit card account and requested help with receiving documents from TD regarding my case, as well as receiving a refund for these fraudulent charges and the interest accrued as a result of these fraudulent charges. 

The first round of fraudulent charges on my TD credit card account took place from XXXX XXXX, 2023 - XXXX XXXX, 2023 and resulted in {$2800.00} worth of charges. I reported this to TD on XXXX XXXX, 2023 when I first noticed the charges on my account ; I never received an alert regarding suspicious activity prior to this. The physical credit card was in my possession at this time ; however, I know that the card information was stored on a digital wallet such as XXXX or XXXX XXXX, as I received alerts on my account that tokenization occurred. I believe that the card information was skimmed and stored on digital wallets or on online accounts. Some of the fraudulent charges in XXXX were made online ( e.g. the XXXX purchases ) and others were done with contactless payment, which could be done with an NFC device storing my card information. Additionally, charges were made in a range of areas ( Maryland, DC, XXXX ) where I couldn't have possibly been at once. For instance, there were charges made on XXXX XXXX, 2023 in XXXX at the same time that I was using the card to buy groceries at XXXX in XXXXXXXX XXXX DC ( I am not disputing this XXXX transaction for {$210.00} ). Correspondence that I received from TD regarding this claim ( # XXXX ) are included in the files XXXX, XXXX and XXXX. The attachment XXXX is from the first time I filed to dispute the charges and was denied. TD listed it as 2 different cases, but I was able to combine them ( XXXX XXXX XXXX XXXXXXXX ; XXXX ) into 1 case file with the number XXXX. I filed a third time with TD on XX/XX/2023 to dispute these charges, but never received any correspondence regarding its status. I have since filed a fourth time with the case number XXXX on XX/XX/2023 and am waiting to hear back. There was also another round of fraudulent charges via XXXX on XXXX XXXX, 2023 ; these charges were refunded to my card ( case number XXXX ). Attachments XXXX detail these charges, as well as the refund to my account, and the correspondence I received from TD regarding this case is in the attachment XXXX. These charges also took place while I had my physical card in possession and after my first credit card was replaced. I believe that after my card was skimmed and the information was stored in a digital wallet, the credit card information updated automatically in that wallet and was able to be used by whoever stole my information. Given that TD refunded me for these purchases, I do not understand why they will not do the same for the previous charges, as the method of card storage and purchasing was the same. 

I sent this information to the CFPB on XXXX XXXX, 2023 ( " Fraud letter XXXX XXXX '' ) and TD acknowledged that the CFPB had contacted them regarding this case ( " TD CFPB XXXX '' ) but has refused to send me any documentation regarding my case or to explain to me why certain charges related to my case ( detailed in " XX/XX/XXXX XXXX '' ) were refunded and others weren't. Their most recent denial of my case ( " XX/XX/XXXX XXXX XXXX' ) provides none of this information. I am requesting that the CFPB please request that TD send me all documentation related to my case and explain why, despite having a zero liability policy and with federal law requiring consumers not be liable for more than {$50.00} in charges that result from lost or stolen card information, is still claiming that I am responsible for some of these charges and is still charging me interest.

Company response to consumer: Closed with monetary relief