Consumer complaint received 2025-04-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
Complaint Summary TD Bank Negligence in Fraud Case Incident Date : XX/XX/XXXX Ongoing Amount in Dispute : {$1000.00} Overview On XX/XX/XXXX, I became the victim of a phishing scam that led to two unauthorized XXXX transactions totaling {$1000.00}. I took immediate action, visiting my local TD Bank branch in XXXX, NJ, while the fraudulent charges were still pending, and I was still on the phone with the scammers. Despite doing everything within my power to prevent the loss, TD Bank has repeatedly failed to protect me as a customer. After acknowledging their mishandling of my case, they ultimately refused to take any further action, leaving me without resolution or reimbursement. 

Timeline of Events & Bank Failures 1. Immediate Reporting and Mishandled Process I was deceived by scammers posing as XXXXTD Bank support XXXX 
While still on the call, I visited the XXXX branch. The store manager instructed me to hang up and had staff assist me in filing a fraud claim and replacing my accounts. 
The fraudulent transactions were still pending at the time of reporting. 
2. Misleading Information and Provisional Credit I received a credit a week later and was told the case was resolved by an employee. 
Months afterward, I was informed via letter that the claim had been denied, and the credit would be reversedwithout warning or clarification. 
XXXX. Multiple Resubmissions Due to Bank Confusion The XXXX branch resubmitted my claim, which was denied again. 
I was told by TDs customer service that after three denials, the issue would be escalated. 
During this period, a representative mistakenly canceled my debit card, causing further hardship. 
4. Repeated Acknowledgment of Fraud, Yet No Action A TD Bank representative ( XX/XX/XXXX ) confirmed the charges were suspicious and likely fraudulent. 
Still, I received another denial letter shortly afterward. 
5. Senior Staff Acknowledge MishandlingThen Abandon Case In XX/XX/XXXX, after neglect from my local TD bank, I got in contact with the Regional Vice President, XXXX XXXX. 
XXXX explicitly acknowledged that my case had been mishandled and promised to involve the legal team. 
After these assurances, he stopped responding entirely. 
6. Final Denial Without Accurate Justification I received a final denial letter falsely stating that I had authorized the transaction. 
This ignores the fact that the fraud was reported while still pending, and that branch staff initially acknowledged the scam tactics used. 
7. Final Visit Reveals Systemic Negligence XX/XX/XXXX Documentation Failure : Vice President XXXX at the XXXX XXXX XXXX branch confirmed no detailed case notes existed despite months of disputes, demonstrating TD Banks failure to maintain required records. 
Escalation Attempt : XXXX documented the full history of mishandling and sent it to Regional VP XXXX XXXX and XXXX XXXX XXXX the same executives who previously abandoned the case. 
XX/XX/XXXX XXXX XXXX : Despite clear evidence of errors, XXXX and XXXX again declined to act, confirming institutional tolerance for negligence at leadership levels. 
Official Recommendation : XXXX explicitly advised filing CFPB and fair banking complaints, stating off the record that he believes TD Banks conduct constitutes actionable negligence. 
Core Issues Negligence & Abandonment : TD Bank acknowledged internal errors but chose to end their involvement without resolution. 
Failure to Protect a Customer from Known Fraud Tactics : My report was made while the transaction was pending, using scam methods the bank was already aware of. 
Violation of Internal Policies : TD Bank failed to investigate and resolve the claim within the XXXX business days required by its own protocols. 
Repeated Misinformation & No Recordkeeping : Bank staff provided conflicting guidance, failed to document my case, and forced me to repeatedly recount my situation.

Lack of Accountability at All Levels : From branch management to regional leadership, multiple individuals promised help, acknowledged wrongdoing, then disengaged entirely.

Conclusion TD Bank 's conduct in this matter goes beyond poor serviceit reflects a clear pattern of negligence. The institution acknowledged it mishandled a fraud case involving over {$1000.00}, then refused to act further, leaving me financially harmed and emotionally exhausted after more than XXXX months of effort. 
I am requesting the Consumer Financial Protection Bureau ( CFPB ) to review this complaint, as I have exhausted all internal channels and received no justice or meaningful resolution.

Company response to consumer: Closed with explanation