Consumer complaint received 2026-04-27 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:
TD Bank closed dispute claim XXXX in the amount of {$240.00} on the stated basis that " additional information previously requested has not been received, '' despite my having certified fax confirmations proving I sent the requested documentation TWICE to TD Bank on XX/XX/year> and XX/XX/year>. TD Bank 's denial letter ( dated XX/XX/year> ) is factually incorrect, and the XX/XX/year> scheduled reversal of provisional credit will deprive me of {$240.00} to which I am entitled under Regulation E. The Underlying Dispute : On XX/XX/year>, five Whatnot transactions totaling {$240.00} appeared on my TD Bank account ( {$100.00}, {$46.00}, {$40.00}, {$36.00}, {$24.00} all marked " XXXX XXXX XXXX '' ). I purchased items through these transactions but never received them. The items were marked as delivered by the seller but never arrived. This is non-delivery merchandise fraud. I filed a dispute with TD Bank on XX/XX/year> ( Claim XXXX ) requesting reversal of these charges as a non-delivery dispute under Regulation E. The Documentation Failure : TD Bank requested additional documentation to support my dispute. I sent the requested documentation by certified fax on TWO separate occasions : - XX/XX/year> ( fax confirmation in my possession ) - XX/XX/year> ( fax confirmation in my possession ) Both fax transmissions were confirmed received at the time of sending. I have the fax confirmation receipts. Despite this, on XX/XX/year>, TD Bank issued a denial letter stating : " The additional information previously requested has not been received to this date. At this time we are unable to continue with your dispute as the requested information is necessary to properly assist you. '' This statement is demonstrably false. I sent the documentation twice and have proof of both submissions. The Phone Call Confirming the Pattern : A TD Bank employee called me from XXXX regarding this dispute. During a 6-minute conversation, the employee informed me that TD Bank had no record of receiving my documentation. I immediately advised them that I had sent the documentation three weeks prior and had fax confirmation. They had no explanation for why TD Bank 's records did not reflect documentation that I have proof of submitting. This is consistent with a broader pattern. TD Bank has previously " not received '' documentation I submitted on other dispute matters, including a separate dispute involving four unauthorized transactions ( XXXX XXXX XXXX + XXXX XXXX XXXX ). In that prior matter, one TD Bank employee verbally confirmed receipt of my faxed escalation letter the day after I sent it, while a different TD Bank employee subsequently informed me TD had no record of receiving any letter. The Regulation E Issue : Under Regulation E ( 12 CFR Part 1005 ), TD Bank is required to conduct a reasonable investigation of disputed transactions. Closing a dispute citing " non-receipt of consumer documentation '' when the consumer can prove timely submission via two separate certified fax confirmations does not meet the " reasonable investigation '' standard. Furthermore, the impending XX/XX/year> reversal of provisional credit on the basis of a procedural closure ( rather than a substantive investigation ) is itself a violation of consumer protection requirements. What I Am Requesting : 1. Immediate halt of the XX/XX/year> reversal of {$240.00} in provisional credit 2. Reopening of dispute claim XXXX with full review of the documentation I submitted on XX/XX/XXXX and XX/XX/year> XXXX. Written explanation from TD Bank reconciling their statement of " no documentation received '' with my proof of two timely submissions 4. Investigation by CFPB into the pattern of TD Bank " not receiving '' customer-submitted dispute documentation across multiple unrelated cases 5. Restoration of any fees that were credited and subsequently removed in connection with this dispute I have maintained full documentation throughout this process : fax transmission confirmations dated XX/XX/year> and XX/XX/year>, the original TD denial letter dated XX/XX/year>, my account records showing the disputed transactions, and records of phone communications with TD Bank employees.

Company response to consumer: Closed with monetary relief