Consumer complaint received 2024-12-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
Subject : Urgent : Dispute Resolution Required for Unauthorized Apple Cash Transactions To : TD Bank Customer Service Email CC : XXXX XXXX XXXX XXXX XXXX of Pennsylvania Department of Banking and Securities ( XXXX ) Dear TD Bank Customer Service, I am writing to formally dispute recent unauthorized transactions on my account, which were conducted via XXXX XXXX, a peer-to-peer ( XXXX ) payment application. These transactions occurred on XX/XX/year>, and involved unauthorized transfers of {$500.00} and {$270.00}, made within a very brief period of each other. I reported this issue to you on XX/XX/year>, immediately upon discovering it after returning from a period of intensive inpatient medical treatment that restricted my access to electronic devices. 
Despite my timely notification and the clear evidence of fraud, my claim has been denied. I am deeply concerned about this decision, especially given the current regulatory focus on ensuring fair handling of XXXX fraud cases by financial institutions. 
Key Points : Unauthorized Nature of Transactions : The Electronic Fund Transfer Act ( EFTA ) defines unauthorized transactions as those initiated without consumer authority. The fact that text message confirmations were intercepted by a fraudster lacked any permission to use my device does not equate to my authorization. These transactions were conducted without my knowledge or consent immediately preceding the time that I left for intensive inpatient medical treatment and was unable to access my phone. The device used for these transactions was not furnished to anyone other than myself. 
Immediate Notification Upon Discovery : I reported these issues immediately upon returning from intensive inpatient medical treatment and discovering the unauthorized transactions. This should limit my liability to an amount under {$50.00} under EFTA provisions.

Failure to Conduct Reasonable Investigation : It appears that your bank conducted a bare-bones, superficial investigation, without any real attention, paid to the facts or attempts to making way upon the affected parties. It was bothl based solely on intercepted text messages without considering my physical inability to authorize any transactions during my absence immediately proceeding my intensive inpatient medical treatment stay. Furthermore, no attempt was made to interview me, or, as far as I know, the assailant as part of your investigation following my initial report, which further underscores the inadequacy of your investigation as required by EFTA.

Regulatory Scrutiny of P2P Fraud : The fraud involved XXXXXXXX XXXX, a method increasingly scrutinized by regulators for its vulnerability to unauthorized transactions. I am aware that the Consumer Financial Protection Bureau ( CFPB ) is closely monitoring how banks handle such cases and is advocating for greater consumer protection. 
Additionally, I have previously experienced issues with TD Bank regarding unauthorized P2P transactions as recently as earlier this year. In that case, as here, though I made a timely complaint to the bank, it was allegedly investigated, and summarily dismissed. At the time that the bank denied that claim, I did not fully understand my rights as a consumer to seek redress under the EFTA. This now demonstrates a pattern of unresolved issues, further highlighting the need for a thorough review of your handling of P2P-related fraud claims.

Request for Resolution I request that you : 1. Reopen my case and conduct a proper investigation that takes into account all relevant circumstances, including my inability to authorize transactions in the time period immediately before and during my intensive inpatient medical treatment period.

2. Provide provisional credit for the disputed amounts while the investigation continues, as mandated under the EFTA.

I am CCing both federal Consumer Financial Protection Bureau ( CFPB ) as well as the Pennsylvania State Department of Banking and Securities, for transparency and oversight purposes, given both agencies interest in ensuring fair handling of fraud cases involving peer-to-peer payment systems. 
Thank you for your immediate attention to this matter. I look forward to receiving confirmation of next steps within XXXX business days. 
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX PA, XXXX Checking Account Number : XXXX

Company response to consumer: Closed with explanation