Consumer complaint received 2024-10-10
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TD BANK US HOLDING COMPANY (MA)

My phone and wallet were stolen in XXXX XXXX on the night of XX/XX/XXXX. The thief gained access to my phone, leading to a spending spree with my debit card. They also compromised my email and multiple accounts, including TD online banking. As a result, I had to close and reopen my account. The process of recovering the unauthorized funds, which amount to just under {$8000.00}, has been arduous. It has arguably been just as terrible of a situation. As I feel helpless with their handling of my fraud case. Every single other institution has resolved this matter but for some reason with TD it is not going forward and at time feels backwards. No customer should have to deal with such poor customer service. Many of the fraudulent purchases were for XXXX money withdrawals all in succession at the same institute. An activity that had never been done in the past and should of warranted a fraudulent alert. TD has the voice print to verify, I dont see why the didnt call to verify with such suspicious activity. They allowed my account to be drained almost entirely. Organizations likXXXX XXXX XXXX caught the fraud almost immediately and required a call. Which lead to minimum charges to dispute with XXXX XXXX. 


I am writing to formally file a complaint and seek a resolution of the funds returned regarding the handling of my fraud case at TD Bank. The way this issue has been managed is unacceptable. I tried XXXX times with both a branch and over the phone to have this handled by the fraud department. This matter has been ongoing for over XXXX months, and the lack of communication from the Fraud Department is unacceptable. Additionally, the unprofessionalism displayed by the representatives handling my case has been deeply concerning. As they have not even been able to provide me with case numbers at time. It is to my belief that everytime I went in person that reports were not even submitted on my behalf causing more and more time to pass. Not once has any representative from the Fraud department ever tried to get in contact with me. Even though this was told to me that this would happen multiple times when submitting it to reps. 

Due a case of unauthorized use of my debit card, I have submitted XXXX fraud cases : XXXX in person at the bank ( XX/XX/XXXX ), another over the phone ( XX/XX/XXXX ), XXXX with the a clerk ( XX/XX/XXXX ), XXXX with a branch manager on XX/XX/XXXX after it was discovered the clerk did it wrong and now XX/XX/XXXX. The delay in submitting the report was I needed a police report and it took the XXXX a month to produce. However, the unathorized use was reported on XX/XX/XXXX over the phone and I closed my account on XX/XX/XXXX and opened a new one due to the fraud. I reported it immediately once I was able to get home and use my roommates phone. There was a significant amount of fraudulent activity on my account discover when I went in to close and open a new account on XX/XX/XXXX as they had changed my online banking password and had access to my gmail.. However, the TD representatives who submitted the cases to the Fraud Department did not itemize the individual transactions but instead submitted a total amount, leading to the denial of my claim. The inability of the TD reps to submit multiple items is an on going issue as you will see. This process repeated for XXXX months, with each instance taking up to 120 days. The original case submitted in the bank ( XX/XX/XXXX ) was with the assistant manager. Who did not fill out anything then when I would come in she would immediately go to the back room forcing me to ask a clerk after weeks and weeks of coming in to be told just wait 120 days. After 120 days had passed. I was so fed up that I submitted a new one with a phone rep who had no record of the one submitted in person with assistant manager in XX/XX/XXXX. However this case in XX/XX/XXXX was denied as she just put the lump sum and then everytime I called they would say I needed to go into a branch to submit another one. Which I think is a made up policy to avoid doing what would amount to alot of work. 

The next case submitted in XXXX of XXXX after being denied the XX/XX/XXXX case. The clerk opened me XXXX beginning of XXXX. After being told I opened XXXX in XXXX and it was past 120 days plus he couldnt find a record of it. He also assured me he would do every individual charge. He told me about a similar issue and brought in the branch manager. She blamed the fraud department at TD and said this was typical behavior for them. But also said she would talk to the clerk for being lazy as he also filled it out incorrectly upon her review. It would of been the same issue as the case submitted on the phone as he just did a lump sum ( Email sending him police report on XX/XX/XXXX ), As my account was closed and it had been so long, the branch manager had to submit a new fraud case through an internal system after speaking with the fraud department. I have record of sending her the police report on XX/XX/XXXX. We stayed for over XXXX hours while she inputted every transaction. Which has not been able to be verified by the new branch manager ( see later ) and she could not give a case number as it was an internal system. The branch manager followed up with the Fraud Department but never received a response. I would go to the bank once a week asking for an update and there was never XXXX. It got to XXXX XXXX she told me just to text her as I always got the same answer. She told me they should be reaching out but I never had any correspondence with them. Then XXXX day she texted me ( XX/XX/XXXX ) back saying I wish you well with your case but I have left the bank. So I waited and hoped it would solve itself as we were coming up on 120 days but I heard nothing. 

I now have contacted the new branch manager in XX/XX/XXXX, who had to file XXXX different fraud complaints as the complaint is so old it needs a different system. Surprisingly a different one than the other manager used. He has no record of any reports from the people who have now left the bank. The entire staff at TD one day no longer worked at the bank. I was also told it would be difficult because the charges were so old.This delay is unacceptable and solely due to TDs failure to properly address customer concerns and investigate the issue. Furthermore, I have finally heard back from the bank. They approved one for of the claims ( {$800.00} ) and denied another for no aggressive usage. He does not know what no aggressive usage means and urged me to wait for all the claims to come back. I have now waited XXXX weeks and have not heard back on any other claim. I fear if I keep waiting it will fall out of when they can look into it. As that would put us into XXXX and he already expressed to me that we need to get it done ASAP. 

These complaints are under : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Received letters for : XXXX ( Credit for XXXX ) / XXXX ( Denied : {$510.00} ) These letters do not even match the numbers given to me by the branch manager and are for amounts not that were disputed. The branch manager could not give information on this. 


Events : Debit Card and Identity stolen in the night of XXXX XXXX XXXX reported stolen to TD through a call on XXXX Visited to close account due to fraud and open a new account : XXXX XXXX XXXX, XXXX XXXX, MA XXXX Received Police Report - Opened a Fraud report with Assistant XXXX - around XX/XX/XXXX Told consistently that it could take 120 days and to keep coming in to check XXXX XXXX report over Phone around XX/XX/XXXX as I felt the Branch was not assisting Fraud report over the Phone denied as they put full amount On XX/XX/XXXX clerk checked and told me that one wasn't even submitted by their bank and to send the police report again. Kept checking in weekly. 

Submitted XXXX fraud report with Bank XXXX XX/XX/XXXX > After the clerk referred me to her as there was an issue for another customer with TDS fraud department. She confirmed that both of the previous cases the TD rep did not fill out the fraud report correctly. Did not say anything about her assistant XXXX Have heard nothing back by XXXX and go into bank and all people I know no longer work there Submit a XXXX Fraud report with new XXXX on XX/XX/XXXX -- XXXX He can not explain any of the past as they do not have the internal records. Assured me that they will take care of it now but has to submit XXXX individual reports. Only receive information back on XXXX and told to wait but its been XXXX weeks and I am running out of time. Maybe there is a way we can escalate he says... 


Documents Provided : ( These were to show after talking with XXXX that the fraud has been processed by multiple other organizations including my work insurance since this was a work trip ) Police Report with XXXX XXXX Police XXXX report from the XXXX showing payout for incident XXXX report showing paying out from investor protections ( XXXX XXXX XXXX and Robinhood Case ID : XXXX ) Email to branch XXXX XXXX XXXX XXXX XXXX XXXX XXXX request ) Correspondence with TD Rep - XX/XX/XXXX sending my police report to follow up on initial claim XXXX information updated and changed to the thiefs email - XX/XX/XXXX I can provide texts about the case with old branch XXXX XXXX shot of all the charges that need to be disputed organized Disputed Charges : Charges to Dispute : Account XXXX ( Closed as of now ) - Took out some of the identifying information Posting Date Description Amount XX/XX/XXXX Harrahs NO XXXX XXXX XXXX LA {$700.00} XX/XX/XXXX Harrahs NO XXXX XXXX XXXX LA {$400.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA {$1000.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA {$600.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA {$600.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA {$700.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX C XXXX XXXX LA {$1000.00} XX/XX/XXXX XXXX XXXX XXXX LA {$100.00} XX/XX/XXXX XXXX XXXX XXXX LA {$100.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX LA {$600.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX LA {$120.00} XX/XX/XXXX NONTD ATM FEE, NONTD ATM FEE {$3.00} XX/XX/XXXX NONTD ATM FEE, NONTD ATM FEE {$3.00} XX/XX/XXXX NONTD ATM FEE, NONTD ATM FEE {$3.00} XX/XX/XXXX NONTD ATM FEE, NONTD ATM FEE {$3.00} XX/XX/XXXX NONTD ATM FEE, NONTD ATM FEE {$3.00} XX/XX/XXXX Cash APP XXXXXXXX XXXX XXXX CA {$800.00} XX/XX/XXXX APPLE CASH BALANCE ADD XXXX XXXX XXXX CA {$400.00} XX/XX/XXXX APPLE CASH BALANCE ADD XXXX XXXX XXXX CA {$500.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX LA {$94.00} Total : {$7700.00}