Consumer complaint received 2025-02-18 00:00:00
Product: Credit 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
State: NY

Complaint narrative:
I applied for the cash secured card back in XXXX of 2024 with TD Bank and never received the card in the mail, I had seen charges made to the account after logging into my banking app one day so I quickly notified TD Bank about the issue. The customer representative I spoke with stated that the card was delivered on a Friday but that evening I got home, there was nothing in the mail. I notified the customer representative that I had suspicion to believe my roommate could have taken it because the other tenants claimed that he was home for a short period of time and he rushed out after. Not to mention, that entire weekend my the potential suspect was not home. I explained all of this to the bank and asked them to relay any important information that could help the police narrow down the exact location to start with. The customer representative stated that someone from TD Bank will contact me with further information, shortly after I get a bill in the mail stating that I benefited from these charges and to rectify the balance. Upon receiving this I called TD Bank right away, when the customer representative answered I asked to speak with a supervisor right away. That supervisor then told me that because they didn't receive any police report they deemed me responsible and didn't investigate. MY repose to this was how can you come to a final decision when you as the trusted bank hasn't investigated or look further into resolving the issue and furthermore, I did make a police report and the case is being assigned a detective. The supervisor then apologized and said that TD Bank will open another claim and investigate, I even had the police speak with the bank on a three way call to gain information like the date and time of these transactions and the locations to which the Bank could not provide the exact time stamp of the transactions nor the exact location or merchant numbers. Shortly after this I received another letter in there mail from TD Bank looking for payment of the credit card. I spoke with a customer rep again was told that even though it's an investigation and there is fraudulent activity on the account, TD Bank still wants payment. My response to this was that I'll pay the annual fee each month for the card but not towards the purchase amounts because I never received that card, activate it nor used it. Someone stole my credit card and I'm not paying that because again I did not make the purchases, I then asked what's going on with the investigation that TD Bank is doing and the customer representative said to call the credit card department. I called the credit card department and they say they don't see anything and that they'll have supervisor reach out. No one never contacted me and I called again to request a supervisor to reach out, no one did. I called a third time requesting to speak with a supervisor and this time someone called like XXXX rings then left a voicemail. I tried calling back customer service to see if the supervisor was available to which I was put on a long hold to not get in touch with anyone. A few days later, I received another bill in the mail from TD Bank and I noticed that the card isn't present on my account. However, it shows thank you for your payment which was the annual fees I had paid. This led me to think that TD Bank had closed out the credit card account without my behalf and sent it to collections. I then went to XXXX XXXX and noticed the opened account, this was a very unprofessional interaction with TD Bank which has left a bad taste in my mouth. I trust this bank with my finances, have a savings with them to the point I thought of opening a credit card account to build my credit. Now my credit card gets stolen and the bank doesn't even want to do their part and investigate but choose to violate my right to a fair process and investigation because they rather not do so and have me pay. I fear leaving my money in the hands of the bank after this experience. What if it was my checking or savings account that had been robbed of, TD bank would have just said oh well... the situation still baffles me.

Company response to consumer: Closed with explanation