Consumer complaint received 2024-05-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: TD BANK US HOLDING COMPANY
State: CA

Complaint narrative:
This complaint is made to TD Bank, asking for an investigation and an explanation as to why when a fraudulent request to redirect funds to an account not belonging to the intended recipient was exposed, and the request for the return of funds was made by a customer of TD Bank, TD bank did not launch an investigation and immediately request the return of funds. 
On XX/XX/XXXXXXXX XXXX XXXX XXXX it was determined that our customer, XXXX XXXX XXXX, a customer of TD bank, received a fraudulent email on XX/XX/XXXX, this email spoofed an email address belonging to XXXX XXXX, approx. 28 days prior, requesting to change the ACH deposit information for XXXX XXXX. The requestors sent forged documents to XXXX asking that all future deposits intended for XXXX XXXX be moved to a bank account at XXXX XXXX. Once we found out that this had occurred, and a random representative at XXXX XXXX  was consulted, we were told that XXXX could reach out to TD bank and request that the funds deposited be reversed. Attached to this complaint is an email dated XX/XX/XXXX, from a XXXX XXXX, an employee of XXXX XXXX, showing the deposits that were made to that account, and stating that on XX/XX/XXXX a request was made to TD Bank, and acknowledged, to reverse the deposited funds from XXXX XXXX. On XX/XX/XXXX, we received a response letter, Also attached, from XXXX XXXX  stating that on XX/XX/XXXXXXXX XXXX XXXX XXXX, they received a request by fax from TD Bank to reverse a deposit of {$240.00} that was unsuccessful.

Also attached is another response letter from XXXX XXXX  dated XX/XX/XXXX, stating that they received a request from TD bank for funds reversal and they responded to TD Bank on XX/XX/XXXX stating that there were no funds available. 
Attached is an email letter from XXXX XXXX at XXXX XXXX, XXXX, dated XX/XX/XXXX responding to our request for an update on the funds reversal, stating that they had not heard back or received any updates from TD Bank. 
Please tell me why, when our customer requested the funds be reversed on XX/XX/XXXX, that TD bank only made the request for {$240.00}, which I believe was the last deposit made, and not all the funds incorrectly deposited to that account as indicated on the email?

Please tell me why it took over 7 months for TD Bank to request the full reversal which prompted XXXX XXXX  response on XX/XX/XXXX? 
Please tell me why when TD bank was notified by XXXX XXXX that the request to send those funds to the XXXX XXXX  account was prompted from a fraudulent request, that TD Bank did not pursue an immediate investigation, notifying XXXX XXXX  and launching a federal investigation into the fraudulent activities causing the misdirection of funds to a bank account not belonging to XXXX XXXX. 

We are also noting on this complaint, that when the request came into XXXX XXXX to change the ACH deposit location, no one contacted, XXXX XXXX to verify this was a valid request which led to the delay of XXXX XXXX finding out about the request. All financial institutions and financial companies involved in electronic financial transactions never rely solely on an email as a valid request for changing deposit locations.

Company response to consumer: Closed with explanation