Consumer complaint received 2026-05-22 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:
Company name : TD Bank, N.A. On XX/XX/year>, I reported a series of unauthorized debit card transactions totaling {$5300.00} posted to my TD Bank checking account ( ending in XXXX ) on XX/XX/XXXX and XX/XX/year>. TD Bank assigned Claim ID XXXX and subsequently denied the claim, stating that " security code, name, and address matched. '' I did not authorize any of these transactions. The denied transactions are : {$990.00} XXXX XXXX XXXX XX/XX/year> {$990.00} XXXX XXXX XXXX XX/XX/year> {$680.00} XXXX XXXX XXXX XX/XX/year> {$530.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year> {$2000.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year> TD Bank 's denial is improper under Regulation XXXX for the following reasons : XXXX. Matching credentials do not establish authorization. Personal and financial information is routinely stolen through data breaches and phishing without account holder knowledge. TD Bank bears the burden of demonstrating authorization under 15 U.S.C. 1693 and 12 CFR Part 1005. XXXX. The {$2000.00} XXXX XXXX payment is demonstrably fraudulent. I hold a XXXX XXXX XXXX card ( ending in XXXX ). My XXXX XXXXXXXX billing statement for the period covering XX/XX/year> confirms that no payment of {$2000.00} was ever received by XXXX XXXX. My only payment during this period was a {$170.00} autopay posted XX/XX/year> four days prior to the fraudulent charge. The {$2000.00} left my TD Bank account and never arrived at XXXX XXXX. I am enclosing both my XXXX XXXX statement and my TD Bank statement as proof. XXXX. TD Bank 's investigation is internally inconsistent. For the identical fraud event reported on the same date, TD Bank issued provisional credits on two related claims including Claim XXXX which contains a transaction to XXXX XXXX XXXX XXXX XXXX for {$520.00}. TD Bank simultaneously denied Claim XXXX, which contains a transaction to the same vendor XXXX XXXX XXXX XXXX XXXX for {$530.00}. TD Bank credited one XXXX XXXX XXXX XXXX transaction while denying another from the same fraud event with no rational basis for the distinction. Related claims and their status : Claim XXXX : {$1200.00} Provisional credit issued ( includes XXXX XXXX XXXX Bank {$520.00} ) Claim XXXX : {$460.00} Provisional credit issued Claim XXXX : Resubmission of denied claim In Review as of XX/XX/year> XXXX. I hold no account with XXXX XXXX XXXX. Three transactions totaling {$2600.00} were made to this vendor in a single day. I have never established an account with this entity and have no payment obligation to them. XXXX. No transaction notifications were received. Despite having active account notifications enabled, I received zero alerts from TD Bank regarding any of these transactions, which is anomalous and inconsistent with normal account activity. XXXX. TD Bank failed to conduct a reasonable investigation and refused to disclose investigation data. Any online payment portal transaction generates IP address and device fingerprint data at login. On XX/XX/year>, I specifically requested the IP address and device data associated with the denied transactions. TD Bank refused to provide any of it. A denial based solely on matching credentials without IP verification, device analysis, or confirmation that funds actually reached the intended payee does not constitute the reasonable investigation required under Regulation E. Furthermore, TD Bank 's refusal to disclose this information violates 12 CFR 1005.11 ( d ), which requires TD Bank to provide the findings of its investigation and the basis for denial upon request. This refusal is itself an independent regulatory violation, separate from the underlying wrongful denial. Supporting documents available : XXXX XXXX XXXX billing statement ( XXXX XXXX XX/XX/year> ) confirming no payment of {$2000.00} was received TD Bank account statement confirming the legitimate {$170.00} XXXX XXXX payment on XX/XX/XXXX and the anomalous {$2000.00} charge on XX/XX/XXXX TD Bank claim records showing denial of XXXX alongside provisional credits on related claims

Company response to consumer: Closed with explanation