Consumer complaint received 2023-11-28
Company: TD BANK US HOLDING COMPANY
State: FL
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/23 I was scammed by a two people. 1 person posed to be an XXXX computer cyber security who tricked me into believing my account was used for purchases of XXXX XXXXXXXX in XXXX and I had to call TD bank to assure my account is put on a 48 hour hold to prove it was not me. He took me through steps on my computer and called TDbank on 3 way.. i was tricked into going to XXXX and making XXXX purchases. I called TD bank my self when I realized I was being scammed. I called immediately after and explained to the real TD bank representative at time of call that I was told to go make XXXX  purchases and I was told to text yes on my text message. I explained to her I figured out I was being scammed after the first two purchases in the amount of {$200.00}. I told her the gentlemen posing to be TD bank representative told me to text yes. I found it suspicious and did not proceed with the additional purchases. However, TD bank the actual representative said that the transaction can not be in a pending status to be disputed. She said it has to go through and then they can dispute it. So I proceeded to wait till ; the next business day to call and dispute it. They denied the dispute do to me texting yes. So I called and told them the story again and said I was told to text yes. I also have proof of the text messages the scammers sent me. She then said that I needed to fill out a police report with all the findings and resubmit the dispute. I did. I provided the date and times and there are even recordings of when I was coming in and out of the location talking to the people on the phone in a scurry looking worried and confused. Unfortunately, I was denied again. When I called the the supervisor by the name of XXXX, proceeded to tell me it was not enough evidence, and he stands with not giving me the refund. MY complaint is. I showed proof by calling the day of and the call is recorded. I called before the transaction went through to tell them not to put it through. Yet they could not and advised I let it go through.. then they now wanted more proof and request a police report. So I go through XXXX and relive the horror of the scam and I was still denied. Whats worse is I am accused of participating in the sale and I feel discriminated against and judged. I was manipulated into the sale. I suffer from an underlying condition that causes confusion i wouldnt particpate in such actions. I needed the funds for a procedure. I expressed this with TD bank and said I can provide proof of this as well..they did not care. The supervisor did not care to listen to the previous recordings or look further into what I was told by previous representatives who felt I deserved to receive it in my favor. I clearly proved I was scammed, and I followed exactly what I was told to retrieve my funds back yet I was still denied. I just opened an account with TD Bank and because of this I am being forced to close my account because I am no longer wishing to conduct business with banks I can not trust. Account Reference # XXXX # XXXX

Company response to consumer: Closed with explanation