Consumer complaint received 2025-10-19 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: NY

Complaint narrative:
On XX/XX/XXXX, I visited the TD Bank branch on XXXX XXXX in XXXX to withdraw {$5500.00} from a wire I had just received. When I swiped my card, the magnetic strip did not work. The teller directed me to a personal banker to order a replacement card before I could complete my transaction. 
During the interaction with the personal banker, he stated that my authentication was not coming through my phone. I asked him to send the code to my email, which also did not satisfy him. I then signed into my online banking on my phone and the authentication code came through successfully. I informed the banker that my authentication was working, but he insisted that I give him my debit card PIN. I complied because the banker insisted that my PIN was needed to issue a replacement card. He also informed me that the replacement card would arrive by mail within 10 business days, as cards are no longer printed in-branch. 
After speaking with the banker I returned to the teller to complete my transaction. I informed the teller that the banker had advised my card was deactivated. Despite this, the teller insisted that I insert my card to access my account. I also provided her with my ID. A few seconds later, the teller informed me that my card was now active, which left me confused. She then advised me to see the banker again. At this point, I left the branch because I needed to return to work and could not continue waiting. 
On XX/XX/XXXX, I discovered unauthorized transactions in my account after logging into online banking. I immediately spent several hours on the phone with a TD Bank fraud representative reporting the fraudulent activity. Fraudulent debit transactions continued to post to my account even while I was speaking with the representative, which caused additional distress. At the time, I did not recall the interaction with the banker because I was overwhelmed and stressed. 
Later that evening, unable to sleep, I thought through what may have caused the fraud. It was then that I remembered providing my PIN to the personal banker on XX/XX/XXXX. I realized that this interaction, where I complied with the bankers insistence to provide my PIN, may have contributed to the unauthorized withdrawals. 
Despite the banker informing me that I would receive my new card within XXXX business days, I did not think much of it since that timeframe had not yet passed. However, during my visit to the branch on XX/XX/XXXX, the manager informed me that my card had been intercepted, though there was no clear explanation as to how or where it was sent. I later learned that the withdrawal transaction from my account on XX/XX/XXXX was made using the new card, even though I was still in possession of my old card, which had the same card number. 
I am writing to formally dispute several unauthorized transactions on my account on XX/XX/XXXX. The transactions in question are as follows : Teller PIN withdrawals for {$1800.00} and {$2000.00} Debit card transaction for {$500.00} I did not authorize any of these transactions, nor did I allow anyone else to conduct them on my behalf. I request that these transactions be investigated to see who did them.

After visiting my local branch and spending several hours with the branch manager to dispute unauthorized transactions on my account, I later received a letter referencing a duplicate case.and ID theft claims. I immediately called the banks fraud department to understand what happened and was informed that the branch opened the wrong case type. 
Because of this error, my fraud case is now stagnant and has not been properly investigated. Ive tried repeatedly to contact the branch manager, but she has not returned any calls. Im concerned that no one at the branch is knowledgeable about handling fraud disputes, and Im left without updates.

I am requesting that the bank correct this error immediately, reopen or properly assign my fraud case, and return the missing funds to my account. The branchs mistake has caused significant delay, stress, and financial hardship.

Company response to consumer: Closed with monetary relief