Consumer complaint received 2022-11-01 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: TFS FINANCIAL CORPORATION
State: OH

Complaint narrative:
I open an account at XXXX XXXX in XXXX XXXX XXXX soon after that I became a victim of identity theft I reported this to the bank my banking account was compromised and some online transfers were made with my money I filed a police report disputed with the bank and my account was credited the bank thing closed my own account and opened me up a new one not even 8 Days Later the bank gave my account information to someone over the the phone they then withdrew XXXX dollars I called the bank because of my online banking abilities and not being able to go online they didn't ask me did I call in earlier that week and I said no only on XX/XX/XXXX I came in sign the paperwork to receive my money back into my account and then on the XXXX I came in and with Drew {$300.00} on the XXXX that's when the money was withdrawn again out of my account the banker told me that she is having trouble identifying me and that the ladies where I opened my account were able to identify me cuz they're familiar with me she asked me to go there the next day and have them call her when I was there so I did so she only told me that someone called and pretending to be me and that they said I was sick but when I came into the branch she proceeded to tell me something different she then told me that person went through XXXX XXXX branch and withdrew {$2000.00} and this is not because of my negligence this is because of the bank 's negligence if you're giving my information out over the phone and not even one week after I had closed the accounts and opened a new one and filed a police report and froze my credit she then stated that they no longer wish to bank with me that I needed to file another police report at XXXX Police Department XXXX Police Department stated that I could not file one there that I needed to file in XXXX cuz that's where my identity was stolen and it or that's where I should file I kept calling back and forth to the branch and to the police department I had XXXX Police Department called XXXX and they told them the same things I am working with a detective or and waiting for him to get back with me from his supervisor answering the questions that I need answered about XXXX XXXX not taking my police report I don't understand why the bank would lie to me on the phone they said they just needed to identify me they did not tell me that the {$2000.00} was taken out and they did not tell me they gave my information over the phone they just said that the same problem was happening of identity theft and fraud they close my account gave me the remaining balance of my account and told me that I would get a check after I filed a police report I don't believe that this is right it is not my fault that they gave my information out over the phone it is not my fault that they let this person withdraw my money when they knew for a fact that I could not be identified by the identification card because it had been stolen and I was waiting for my new one the person 's name that I spoke to was XXXX XXXX off I just wish for this to be resolved with me receiving my funds back I repeated I reported my identity that to the bank directly after it was stolen and still there are online transfers completed as soon as I became aware of them I reported that they they were not from me and I disputed them and XX/XX/XXXX I closed my account and opened new ones and by XX/XX/XXXX the same problem happened again by the bankers negligence

Company response to consumer: Closed with explanation