Consumer complaint received 2024-10-16 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: NH

Complaint narrative:
On XX/XX/XXXX I faxed the following letter to the claims and disputes department with the help of XXXX XXXX NMLS ID # XXXX with an attached police report. On XX/XX/XXXX, a new claim regarding this fraud case was opened : XXXX. See the letter detailing my entire ordeal from the beginning here : " TD Bank Credit Card Fraud Department To Whom It May Concern, Regarding my now closed TD credit card account ending in XXXX, I have attached a letter of explanation and supporting evidence as well as a copy of the filed police report as requested. 

On XX/XX/XXXX into XX/XX/XXXX of XXXX, twelve fraudulent transactions were made on my TD credit card. At that time, I was notified by phone by TD that there was suspicious activity occurring on said card. Upon notification by TD, I immediately filed a fraud report with TD while on the phone with the TD representative. For weeks I waited for a response from the TD fraud department regarding this claim. I called TD credit card services multiple times during those weeks to inquire of the status of my claim, as I was now accruing late fees on my credit card, and I was not sure how much I actually owed on the balance outside of the pending fraudulent claim. I was told by the TD representatives that I just needed to keep waiting and that no, they could not tell me how much I actually owed outside of the fraud charges. I assume there is a record of these calls, as I am told by each representative that they are recorded. 

When I arrived back home still more weeks later, I went in person to the TD bank branch on XXXX XXXX XXXX in XXXX, NH to try to get any clarification on the matter, On XX/XX/XXXX. At this time I met with XXXX XXXX ( NMLS ID # XXXX ) and was finally informed that my fraud claim had been denied. I was told that a single letter of this decision was mailed to me, which I never received. Upon hearing this, I filed a second fraud claim ( # XXXX ) with the help of XXXX XXXX right away. With the help of XXXX XXXX, I was also able to determine what of the outstanding balance I actually owed not including the fraudulent charges. I proceeded to make a payment for the {$730.00} of charges that I actually owed, thereby paying in full what I still owed on this credit card without including the fraudulent charges that I did not make. 

Weeks more passed by and I received a letter from TD stating that my second fraud claim had been denied. Upon receipt of this letter I again met in person with XXXX XXXX at the TD branch in XXXX, NH to ask what my next step should be. I specifically asked XXXX XXXX if providing more information such as a police report would be helpful in proving my case. I was told by XXXX XXXX that a police report would be completely separate from TD banks investigation and would not aid in my claim. I was further told that there was nothing else she could do at this point to help me. I attempted to receive help from TD credit card services over the phone and was told by the representative that I could file yet another claim but that the TD representatives who preside over these claims, never reverse their decision. I would like to again reiterate that I assume there is a record of this call. 

On XX/XX/XXXX I filed a complaint ( ID # XXXX ) regarding this claim with the Consumer Financial Protection Bureau . On XX/XX/XXXX I received a response from TD bank stating that I can in fact submit supporting documents such as a police report. I answered this response by informing TD that I would then be filing a police report and expressed my frustration at the conflicting information I was being given. On XX/XX/XXXX I filed a police report with the XXXX XXXX police department ( See copy attached ) as this is where the fraudulent transactions were listed to have taken place, and awaited their response. Despite informing TD via the CFPB that I would file a police report for more evidence to support my claim, I began receiving phone calls from TD representatives that the outstanding balance on my credit card would be sent to collections if I did not make a payment on the balance, of which, at this point consisted completely of those 12 fraudulent transactions and all of the accruing late fees. I told one such representative over the phone that I had filed a police report and was awaiting a response from the XXXX XXXX Police dept so that I may submit any evidence to the TD fraud dept. Despite this, my outstanding credit card balance was sent to collections. 

With this letter I have attached a copy of the police report that I filed. In addition, if you look at my transaction history on this credit card, you can see that up until XX/XX/XXXX when the fraudulent activity occurred, that TD BANK itself notified me of, I always made my credit card payments. At no point in my history of using this credit card did I ever take out a cash advance. Yet, on XX/XX/XXXX multiple large cash advances were made at multiple different locations. This is not consistent with my credit card use history. A {$500.00} charge was made at a XXXX  in XXXX XXXX. This is not consistent with my credit card use history. Three XXXX wireless charges were made consecutively for {$87.00}, {$840.00} and {$470.00} and appear per the statement to have been made in Florida, where I was not currently presiding. This is not consistent with my credit card use history. I fail to see how $ XXXX in charges over a 24-hour period and multiple cash advances is not considered attempts to drain my account or excessive usage. 

If all of the above is still not enough evidence for you at the TD credit card fraud dept, I will continue to escalate my claim to the Federal Trade Commission, the XXXX XXXX XXXX  Ombuds Office and if needed will obtain a lawyer. 

I look forward to your prompt response '' This week, I received a third letter from TD bank disputes and claims dept, as this is the third dispute regarding this incidence of fraud that I have filed. This letter states " Based on an additional review of your claim, we are unable to assist you. '' It gives no further explanation as to why my claim is being denied yet again. Despite the fact that I provided a police report and explanation of why these charges are not consistent with my usage history, as suggested in TD banks response to my initial CFPB complaint. 

The only resolution I need is for TD bank to recognize the above reported instance as fraud. I need them to reconcile the fraudulent charges AND the subsequent late fees that were tacked on my now closed credit card account and have it removed from collections. 
I would appreciate your assistance in resolving this matter.

Company response to consumer: Closed with explanation