Consumer complaint received 2024-11-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TD BANK US HOLDING COMPANY
State: FL

Complaint narrative:
XX/XX/year> TD Bank XXXX XXXX XXXXXXXX XXXX XXXXXXXX RE : Fraud charge on TD Bank ATM card, XXXX XXXX XXXX XXXX ( APPEAL ) XXXX XXXX XXXX To whom it may concern : In late XX/XX/year>, after checking my ATM usage I noticed a purchase I did not make, nor did I authorize. No one has access to my ATM card. The charge was made at a XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX Fl. I reside in XXXX FL, which is approximately XXXX XXXX  from my residence. After discovering this, I responded to the local TD Branch, canceled the card and filed the necessary report with the bank representative there. Below is the timeline of the steps I have taken in an attempt to rectify this. 
No discrepancies noted, and the ATM card was active with verified usage up until approximately XX/XX/year>. 
On or about XX/XX/year> Unauthorized purchase made TD Bank Report filed, and amount credited to my account pending resolution XX/XX/year>, TD notice dated and received on or about XX/XX/year>, claiming that it was determined that I made the purchase. XXXX : XXXX I was able to contact the XXXX XXXX Customer Service department XXXX and they identified the purchase was made for a XXXX XXXX XXXX XXXX Breakthrough Mixed Realty XXXX GB System, which is a Virtual Realty system. The purchase amount was {$530.00}. ( I was able to verify the purchase because I have a XXXX XXXX Account and the information is under my account ) The XXXX Police Department notified and later responding XXXX XXXX, # XXXX, advised I needed to file the report with XXXX, FL XXXX XXXX however a case number was pulled by her for reference : XXXX. 
XXXX XXXX notified and advised that the report would need to be filed with XXXX XXXX. 
XX/XX/year>, a second report was made to TD Bank, disputing their finding. XXXX : XXXX XX/XX/year>, TD Bank XXXX Department Representative XXXX XXXX ( XXXX name unknown ) telephonically contacted me to review my dispute. All the information was passed to her. 
XX/XX/year> XXXX XXXX report filed. Case was assigned to XXXX. XXXX XXXX, XXXX XXXX. 
XX/XX/year> XXXX with XXXX. XXXX stating the investigation would need to be handled by XXXX XXXX. ( I am awaiting his case closure report ) XX/XX/year> Contacted XXXX XXXX and later the same day contacted by XXXX. XXXX XXXX who was provided the details and responded to the XXXX XXXX XXXX in XXXX. XXXX. XXXX was able to ascertain that the purchase was made on-line and picked up at the store. He has contacted the XXXX XXXX XXXX XXXX XXXX section and is awaiting further discussions with them in an attempt to obtain video footage of the person who picked up the device. 
XX/XX/year>, letter from TD Bank XXXX XXXX XXXXXXXX stating a determination has been made, again, that they apparently corroborated the purchase by me from the vendor XXXX XXXX XXXX and that Transaction activity confirms that the CVV, address and zip code matches your information I am hopeful that XXXX XXXX XXXX. XXXX will be able to corroborate the fact that I was NOT the person that made the purchase. Again, I have never been to XXXX XXXX, nor did I make or authorize this purchase. I have made numerous police reports to several jurisdictions to clear this matter up. 

Any attempts to contact your department have been unsuccessful and my question remains, If someone was able to access my account information ; a search of public records to locate my address and zip code would take little effort. Just how can you come to your conclusion based on such little verifiable information. I have been a customer for many, many years and am stymied that after all the work I have done to rectify this, I am still being penalized. 

Sincerely, XXXX XXXX XXXX XX/XX/year> XX/XX/year> A representative from TD Bank contacted me and stated that XXXX XXXX would not review my claim, and I would be held responsible for the charge. 
XX/XX/year> - I contacted the XXXX XXXX and spoke with XXXX. XXXX. XXXX. XXXX was contacted by XXXX XXXX and copied me on an email from their Investigations and XXXX XXXX XXXX representative, XXXX XXXX, ( email attached ). XXXX XXXX stated there was no longer a video available of the transaction. The email shows that the system was picked up on XX/XX/XXXX @ XXXX. When I asked XXXX. XXXX if ID was needed when someone made a pickup, he was unsure, and I would have to contact XXXX XXXX. I have tried multiple times to contact XXXX XXXX, to no avail. I will contact a local XXXX XXXX to ascertain that information. 
XX/XX/year> - XXXX responded to and spoke with XXXX XXXX XXXX XXXX XXXX at the XXXX, XXXX XXXX for clarification on curb side pickups, which was used in this case. According to XXXX, when a pickup is made the store employee requests identification. There is no documentation kept of who makes the pickup or the identification used. He also stated that depending on the employee, there is little if any real verification made. In this case, XXXX XXXX, seeing that the purchase was made at a store over XXXX XXXX  from the identification produced, had an obligation to double check the ID presented, which would have prevented this from occurring. XXXX was able to provide a hard copy of the order, showing the order was made online and picked up at the XXXX store. 
I reiterate, I did not make this purchase and the verification the bank is relying upon as proof is flawed at best, with no real proof that proper documentation was presented to show I made the purchase. I am not liable for this charge. 


XX/XX/year>, XXXX dispute filed. 
XX/XX/year> - Provisional Credit deposited in my account Telephonic notification by TD Bank XXXX that XXXX XXXX refused to evaluate claim XX/XX/year> - Interview of XXXX XXXX XXXX XXXX XXXX regarding XXXX XXXX procedures for curbside pickups. Purchase order provided. XXXX attached. 

This appeal is being submitted as directed by XXXX a TD Bank Representative I have spoken to, and is being faxed to XXXX as directed. 

As you can see, in an effort to clear up this matter, I have gone to great lengths to attempt to help your department resolve this. I really dont know what else to do. Best Buys claim that I was the one that made that purchase and picked up that system, again, from a store XXXX XXXX from my house is ridiculous and their flawed system of verification, stating the person showed ID and verified a zip code is almost laughable. All of that information is readily available through a simple XXXX XXXX 

We have been customers for many, many years and have always been satisfied with TD, however this episode and the faulty logic that is being relied upon to definitively prove I made that purchase is disturbing. I am hopeful this appeal will result in closure in my favor of this incident. I am always available if needed to discuss further. 


XXXX XX/XX/year> Another notice was sent to my residence regarding this claim stating the transaction appeared to be authorized by me, and the previously credited amount would be electronically withdrawn from my account on XXXX XXXX, 2024. 

On or about XX/XX/year>, after receiving the notice, I filed yet again another dispute regarding their claim that I made the purchase. This was my fourth dispute regarding this matter. Each time TD Banks decision letters either claim that the transaction was made by myself because the person making the curbside pickup, where there are no cameras, produced an id with my name, or address or zip code. The most recent letter states that it appears to have been authorized by me. 

I reiterate, I did not travel XXXX XXXX from my residence to purchase a system I have no use for, nor did I authorize anyone to utilize my debit card to make the purchase. I have filed with XXXX different police departments complaints about this incident and the only thing they can do is to tell me it appears that I made the purchase, which I did not. 


Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation