Consumer complaint received 2026-03-09 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 am writing to formally request reconsideration of TD Banks decision regarding the {$4900.00} in disputed Visa debit card transactions from XX/XX/XXXX, ( Claim # XXXX ) I respectfully disagree with the conclusion that these transactions were authorized. I did not knowingly authorize these XXXX transactions and did not knowingly approve {$4900.00} for any goods/services. I was the victim of a marketplace impersonation scam and was induced to provide security codes under false pretenses. I believed I was facilitating receipt of funds from a sale, not approving charges to my account. TDs instruction to resolve the matter with the merchant is unreasonable. The merchant is non-operational and untraceable. No goods or services were delivered. This was not a billing dispute, but a fraud event induced by deception. I did not knowingly authorize a purchase of goods or services from this entity. This matter is not a billing dispute. It is a fraud event involving social engineering and material misrepresentation. Please review the following timeline of events that occurred on XX/XX/XXXX. FRAUD INCIDENT XXXX XXXX, XXXX A. Initial Contact I received emails from XXXX indicating that I had completed sales through an online marketplace platform. The emails stated that in order to receive payment for the sales, I needed to complete a verification step. The communications appeared consistent with XXXX marketplace transaction notifications. B. Security Code Requests I received one-time passcodes from TD Bank via text message. I was instructed by the marketplace contact that these codes were required to release incoming funds from my sales. I believed I was facilitating receipt of funds not authorizing outgoing charges. I did not intend to approve any purchase or withdrawal from my account. C. Discovery of Unauthorized Charges I went into my TD mobile app to see if I received the funds and I immediately observed Visa debit card transactions totaling approximately {$4900.00} I did not receive any goods or services. I did not authorize purchases from the merchant ( s ) associated with these transactions. Additionally, the emails purported to be from XXXX and the purchases show they are from a non-existent merchant : XXXX The merchant is currently non-operational and unreachable. D. Immediate Action Taken I immediately contacted TD Bank to report the transactions as fraud. I visited a TD Bank branch the following morning to formally report the matter. I fully cooperated with the investigation and provided all requested information. Statement of Intent At no point did I knowingly authorize outgoing Visa debit transactions totaling {$4900.00}. I was the victim of a social engineering scam involving material misrepresentation. I received no benefit, goods, or services from these transactions. These transactions were induced through deception and do not reflect informed consent. Regulatory Considerations As this involves Visa debit transactions, this matter falls under Regulation E ( Electronic Fund Transfer Act ). Under Reg E, an unauthorized transaction is one initiated without actual authority. I did not provide authority to initiate outgoing purchases from my account. Additionally, I reported the transactions immediately, satisfying the timing requirements for limited liability under Reg E. XX/XX/XXXX Reversal Notice & Follow-Up Call I received written notification stating that the previously credited funds would be reversed on XX/XX/XXXX. On Friday, XX/XX/XXXX, I contacted TD Bank Customer Service immediately upon receiving this notice. I was on the phone for over 40 minutes and opened a formal claim ( Claim # C-364-3931 ). I was assured that the {$4900.00} would NOT be removed from my new account, as it was not associated with the initial fraud event. I relied on these representations in good faith. XX/XX/XXXX Second Confirmation Call Due to a pending snowstorm in XXXX XXXX and concern about my upcoming XX/XX/XXXX mortgage payment, I contacted TD Bank again. After approximately one hour on hold, I spoke with a representative at XXXX PM. I was again assured that the funds in my new account would not be touched because the fraud was associated with the original account. I was told that although the original account was not visible in my mobile app, it remained open internally and would reflect any negative balance during reinvestigation. I asked multiple times for confirmation that my funds would not be impacted on XX/XX/XXXX. The representative assured me that my funds were safe. XXXX XXXX XXXX Funds Removed Contrary to XXXX XXXX XXXX, XX/XX/XXXX, the funds remained in my account. On XXXX, XX/XX/XXXX, the funds remained in my account. On XXXX, XX/XX/XXXX, the {$4900.00} was removed from my new account, leaving it at a negative balance. I immediately went into a TD Bank branch and spoke with a representative. She stated she would escalate the matter and follow up with me by end of day. I did not receive any follow-up communication from her or any other representative.

Company response to consumer: Closed with monetary relief