Consumer complaint received 2023-08-13
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: TD BANK US HOLDING COMPANY (PA)

To whom it may concern, I am filing a complaint against TD Bank , N.A . regarding a fraudulent charge on my credit card for a sum of {$5300.00} that the credit card company denied. On XX/XX/XXXX, I called TD Card Services after receiving a suspicious text regarding a charge. The agent supposedly blocked the charge and cancelled my card. However, on XX/XX/XXXX, I saw that my card was still open and that there were three additional fraudulent charges on my account two at XXXX Market for a total of {$11.00} and one made through XXXX equaling {$5300.00} charged to the card between XX/XX/XXXX and XXXX. The physical card was in my possession throughout this period. I initially attributed these fraudulent charges to a USPS text scam. However, the first fraudulent charge occurred before the USPS text. I contacted TD again on XX/XX/XXXX, reported the fraud, and filed a fraud claim ( # XXXX ) well within the 60 days outlined by the Fair Credit Billing Act. This time, the card was closed. On XX/XX/XXXX, two of the charges were accepted as fraud, while TD denied the {$5300.00} charge stating that the merchant provided sufficient information to confirm my identity this information, according to a TD agent, was the details available on my credit card and my phone number. As of XX/XX/XXXX, I am still disputing this fraudulent charge. During this period, TD Banks Card Service agents have consistently misinformed me, made errors in their operations, and, on one occasion, neglected to submit my claim. They have also refused to provide detail about the merchant whose geographic location or business type could give further evidence to support the fact that I could not have made the purchase. On subsequent calls, TD Card Service agents acknowledged that their colleagues made errors. The dispute process thas dragged on for more than four months. On XX/XX/2023, TD Bank denied my case for the third time ( Case # XXXX, filed on XX/XX/2023 ). I have yet to receive mail regarding my second claim and the second denial review request. In addition, my requests to receive a call from the Claims Department and a copy of the documents used to review my case have not been fulfilled. A Card Service agent on XXXX XXXX informed me that the Claims Department is not cooperating with them regarding my case and refusing to call me. The Claims Department is also saying they are having trouble sending me mail. In addition, TDs Card Service team advised me to resolve the issue directly with the merchant, which I understand to be an unlawful course of action. As I understand it, TD Bank has a zero-liability policy and federal law states that consumers are not liable for more than { {$5000.00} } in charges that result from lost or stolen card information. TD Bank has not only falsely denied my claim, but its Card Service and Claims departments have not been transparent and consistent in their communications with me.