Consumer complaint received 2024-06-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
I was hacked in XXXX of XXXX through a XXXX XXXX XXXX 

The hackers accessed my financial accounts ( XXXX BANK, TD BANK, XXXX XXXX XXXX XXXX XXXX XXXX through my phone number and email which they had access from my number 's XXXX. 

I let all the financial institutions I had know of the issue as soon as I could. Every Institution helped me EXCEPT TD BANK XXXX. 

I went to the TD bank XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX 
The banker XXXX helped me take down the complaint and TD bank had reversed the fraudulent transactions back to me. I transferred the reversed transactions ( XXXX transactions ; {$1500.00} and {$3500.00} to XXXX XXXX ) to my savings account at TD. 

She told me I had to get a new phone to get back into online banking which I understood. 

After that I had work, I had gotten a new phone too but could not check my financial reports. I did not have time to go to the branch. I did not have online banking and they did NOT contact me and they did NOT send me any financial statements regarding my accounts Then 6 months later I got an email notification that my bank accounts were empty. 
Both Checking and XXXX. 

I did not use these accounts for ANY transactions. 
I just kept more than the minimum balance so I don't get any fees. 

My checking account balance was supposed to be {$5500.00} My savings account balance was supposed to be {$5000.00} ( The XXXX transactions which I hadn't authorized from XXXX, when it was reversed I had them put it back into my savings account ) I come back to the branch and they said I had an automatic mortgage payment depleting my account over the 6 months. 
I DO NOT OWN A HOUSE MIND YOU. I had to go to the branch XXXX times and they did not help me, the third time I called the cops for a report and the branch gave me the cash back through a bank check for the automatic payments which depleted my checking account the same day I called the police. 
That in itself is a possible complaint because why are there automatic charges on my account and I am NOT notified nor sent any statements about it regardless however that is not why I am making this report. 

not only did they let an automatic payment which I did not authorize or notified of, the real complaint is that they also reversed the money that they gave me back earlier due to the fact that in their system " I '' authorized the transaction through my OLD PHONE NUMBER WHICH I DO NOT HAVE ACCESS TO. 
The problem is that I was not and still am not the person that has access to my old phone number when the transactions were authorized. My number was XXXX swapped by hackers I learned it is called a PORT OUT SCAM and it was the perpetrators that authorized the transaction. 

I fought with TD Bank XXXX. and the XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX but they could not help me at all. I went there again and again to urge them to start their investigation again however they refused to help me at the branch and asked for further documents. 

The branch asked me to show proof to the fraud department that I do not have access to this number however my number was through XXXX prepaid sim card, and their customer service team is not helpful at all. For months I requested them to show me proof or give me a supporting document that my phone number was hacked. They could not provide me nor help me with that. 

My issue is that XXXX XXXX was able to reverse fraudulent transactions from the same perpetuators for over {$20000.00} combined transactions between my checking and savings accounts but TD is refusing to give me {$5000.00} of MY MONEY that was NOT authorized by me due to me being a victim of a SIM SWAP Scam. 

The Banks are in the financial industry they should understand because I am aware that I am not the only XXXX this happened to and I did not even know at the time this was a possibility. 
If I had known I would've used XXXX  or a similarly more reputable company for my phone service. 

It is now XXXX of XXXX and all the Financial Institutions I had accounts with helped me EXCEPT TD BANK XXXX. 

It is unacceptable that {$5000.00} not {$50.00} or even {$500.00}, it is not a small sum at all and for me it is months of savings were STOLEN from me and TD bank is not able to help. 

to XXXX XXXX where the assistant XXXX of the TD branch told me to send possibly a fake note stating that my phone number was hacked because XXXX could not send it for me and I sent the branch proof of me contacting XXXX several times through email and phone customer service. The assistant XXXX literally said " TD wont verify the credibility of the letter ''. 

To me that is NONSENSE I am not going to fabricate a document and commit a crime because their XXXX Department can not give me a resolution to a problem that every other bank and credit card company was able to help me with. 

Very Unprofessional Bank and will not EVER bank with them after this experience. 

XXXX While filling out this complaint I noticed they don't even have my address correctly, my apartment is XXXX instead of XXXX How can you have my address incorrectly like this when I am keeping thousands of dollars in the account. VERY UNPROFESSIONAL BANK WITH NO DETAIL ORIENTED EMPLOYEES IN FRAUD AND BRANCH DEPARTMENTS.

Company response to consumer: Closed with monetary relief