Consumer complaint received 2026-01-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
Unauthorized credit card transactions appeared on my TD Bank XXXX Credit Card account during XXXX XXXX. I did not authorize, recognize, or benefit from these charges. 

TD Banks own fraud monitoring systems initially identified the activity as suspicious. On XX/XX/XXXX, TD Bank sent me an SMS stating Suspicious activity detected and requesting confirmation. This message constitutes TD Banks first official acknowledgment that the activity was potentially fraudulent. I did not receive any prior warning, alert, or notice that would have allowed earlier intervention. 

Despite flagging the transactions as suspicious, TD Bank later denied my fraud claims, asserting that the transactions appeared authorized solely because online banking logins occurred during the dispute timeframe. TD Bank provided no transaction-level evidence demonstrating that I initiated, approved, or authenticated the disputed charges. Account access does not constitute authorization of credit card transactions. 

I filed multiple fraud claims and requested documentation explaining how TD Bank determined authorization. TD failed to provide substantive evidence, relying instead on generalized internal conclusions. After identifying additional unauthorized charges, I filed another fraud claim, which was also denied on the same unsupported basis. 

During the investigation, TD Bank did not issue a provisional or temporary credit for the disputed transactions. As a result, interest, fees, adverse credit reporting, and account closure actions were allowed to occur while the fraud claim remained unresolved. Many credit card issuers provide temporary credits during fraud investigations specifically to prevent consumer harm. TD Banks failure to do so materially worsened the impact of the disputed transactions and compounded the resulting harm. 

I subsequently filed a police report documenting suspected theft and submitted it to TD Bank in support of an open fraud claim ( Claim No. XXXX, opened XX/XX/XXXX ). Despite receipt of the police report, TD Bank again denied the fraud claim without producing affirmative proof of authorization or reconciling the contradiction between its own fraud alert and its denial determination. 

While the fraud dispute remained unresolved, TD Bank reported the account as past due to credit bureaus and subsequently closed the account based on non-payment of the disputed fraudulent balance. This action caused significant and avoidable credit harm arising directly from TD Banks failure to conduct a reasonable and lawful investigation. 

In addition to the improper handling of the disputed business credit card account, TD Bank reduced the credit limit on my personal TD Bank credit account, even though the disputed transactions were associated with a separate business account. This action was taken while the fraud dispute remained unresolved.

TD Banks decision to reduce my personal credit limit appears to be based on the unresolved disputed balance rather than any change in my personal creditworthiness. This collateral adverse action directly harmed my personal credit utilization, available credit, and credit score, extending the impact of TD Banks flawed fraud determination beyond the business account under dispute.

Penalizing a consumers personal credit profile based on disputed transactions on a separate business account, without substantiating authorization or resolving the fraud investigation constitutes unfair and disproportionate treatment and magnifies consumer harm caused by the original investigative failure.

Company response to consumer: Closed with explanation