Consumer complaint received 2024-06-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TD BANK US HOLDING COMPANY
State: CT

Complaint narrative:
On XX/XX/XXXX, we discovered that our XXXX account was locked off. We contacted XXXX through their online messenger service as to why this had occurred. Instead of providing us an answer, they kept resending a copy and pasted comment about how they have the right to do this. I repeatedly stated, I need to know why. Had they provided the information, we would have been able to determine that the account was hacked. Instead, we were now locked out of even getting phone support through our account. Thus, we had to go out to the internet to find a corporate number for XXXX. This led us to what we thought was XXXX but turned out to be a scammer. 

The scammer told us we had to go through multiple verifications to get the account up and running. Having never had this happen to us before, we had not idea that this was false and began the verification process. At no time did we give them permission to take money. We only approved them to verify. 

During the verification process, there were a total of XXXX attempts to verify our account and get access. They claimed they had to verify XXXX, XXXX and XXXX. The XXXX XXXX attempts we were told were meant to fail but the numbers they used for the amount, were a special code that told indicated to the system that it was a verification process. The XXXX attempt came out but it was immediately cancelled and put back. This led us to believe we were actually working with XXXX to get the verifications done. 

At this point, TD bank should have become suspicious that there numerous attempts at obtaining money in a short span of time. Had TDs safety system and security system worked, we should have gotten an urgent call from them or a text to confirm it was us and not someone else. Had the proper system and protocol been in place by TD Bank we would have explained what we were doing and TD Bank would have been able to tell us it was a scam and to stop. This never happened despite laws in place that require banks to protect in situations like this. 

On the fourth verification, through XXXX via XXXX, the money came out and we could not get it back. Immediately, we realized what had happened, and contacted TD Bank. TD Bank refused to cancel the XXXX payment or assist us with stopping things and allowed the damage to be done. All they would do was shut my account down and instructed me to go the bank in the morning to finish filing. But they would put in report on the incident. 

Immediately, we went to the police station to file a formal theft report, even though we knew it would be a useless. But for procedural reasons, it had to be done. 

On XX/XX/XXXX, I went down to TD Bank to discuss about how and when we would be getting our money back as we needed it to pay bills. Instead, they tried to get me to re-open a new bank account and told me it could take up to 10 days. No one told me I had to file a Fraud complaint with the bank. 

On XX/XX/XXXX, I was advises to contact TD Bank by phone to file a fraud report. This advised came from XXXX friends, who had gone through something similar, but with different banks. Both friends confirmed that in their cases, their banks, immediately contacted them to confirm the suspicious behavior on the account. 

Over the next week, I would have my incident report denied for reimbursement, blaming me. And then having my fraud report denied with no explanation. I have now had to file a XXXX and XXXX fraud complaint for this incident. 

Conclusion : XXXX ) XXXX should have responded with a proper answer to why they shut me down so we could have quickly concluded that the account had been hacked. This would have prevented us from be scammed in the first place. 
XXXX ) TD Bank should have contacted us immediately about the suspicious behavior and this would have prevented scam from happening. 
XXXX ) TD Bank should have stopped the XXXX payment immediately when we called. 
XXXX ) TD Bank should have reimbursed us for the damages and loss but refuses.

Company response to consumer: Closed with explanation