Consumer complaint received 2022-06-17 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:
Today 's Date : Friday, XX/XX/XXXX Dear Sir or Madam : I had originally submitted a complaint to the CFPB on XX/XX/XXXX against TD Bank regarding a matter involving fraud by deception involving my personal checking account and debit card. I continued to escalate the matter with TD Bank into early XXXX. Finally, earlier this year in XXXX I was advised to submit a Chairman 's Complaint. I have attached all relevant documents below. 


By XX/XX/XXXX I provided all documents the bank requested. I followed up regularly with a representative at an XXXX number at TD Bank. However, when they didn't acknowledge the documents had been received I contacted a VP, Store Manager at the TD Bank Branch I had done business with for several years, XXXX XXXX XXXX who oversees the XXXX, XXXX XXXX  XXXX. 


On XX/XX/XXXX I met for 3 hours in the conference room of the TD Bank Branch in XXXX, XXXX XXXX with XXXX XXXX. I explained the history of my matter and he reviewed all my documents. He had a look of shock on his face and said, " XXXX this isn't you. This is fraud!!! '' I said I know XXXX XXXX and it all occurred while I had a yet to be diagnosed XXXX XXXX which I'm told impacted my decision making skills. He then asked me to have my XXXX  provide a letter, which I ultimately did which he submitted to be added to my Chairman 's Complaint and it's attached here. 


I further explained I had submitted a Chairman 's Complaint to escalate my matter 3 times yet I kept being told by someone at TD Bank they hadn't received it. Yet the XXXX, XXXX XXXX Post MasteXXXX where I live that that the Certified Mail I sent Return Receipt Requested was indeed signed by an employee of TD Bank. That is attached here as well. I simply couldn't imagine why members of TD Bank appeared to be playing games or worst yet lying to me. 


XXXX XXXX then took all of my documents and scanned them by email to his Supervisor to make sure they got to the Chairman 's office. He told me he provided a character assessment of me and argued on my behalf when he emailed all my documents to a higher authority. 


Yet, here it is Friday, XX/XX/XXXX after repeatedly following up with XXXX XXXX by voicemail, text messages ( those are also provided here in my attachments ) calling the bank branch and sending emails he has gone silent along with no one acknowledging my Chairman 's Complaint nor responding to me. 


Yesterday, Thursday, XX/XX/XXXX I reached out to yet another TD Bank Branch Manager I've known over the years, XXXX XXXX XXXX, VP, Store Manager, TD Bank Branch, XXXX, XXXX I simply explained without sharing all the details of my matter and asked that he send an internal email to XXXX XXXX letting him know I need for him to call me on my cell phone. He said he would do that for me. 


It is now XXXX on Friday, XX/XX/XXXX and XXXX XXXX has not called me. I can only surmise that when the Senior Bank representatives saw the letter from my XXXX  they realized the letter provides compelling reasons why all my money, including the additional $ XXXX {$10000.00} XXXX XXXX discovered during our 3 hour long meeting on a bank statement I had not analyzed before submitting my initial complaint to TD Bank late last year. 


I'm having a difficult time understanding how a XXXX bank operating in the United States of America has failed to provide a resolution to a matter that seems rather obvious now that all the facts and supporting documentation has been provided. 


I look forward to all my money being returned to me as soon as possible. 


Respectfully, XXXX XXXX XXXX

Company response to consumer: Closed with explanation