Consumer complaint received 2024-04-15 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: NJ

Complaint narrative:
Be it known that we had submitted a complaint XXXX on XX/XX/XXXX. We immediately withdrew the complaint, at the instruction of CPFB, since a critical document had failed to attach. When we withdrew the complaint, it was closed in the CPFB system. You never responded to the original complaint, since it had been withdrawn. We have resubmitted twice on CPFB 's instructions, but both have been rejected as duplicates of the original complaint. This is not a duplicate. It is an original complaint for which you have not responded. the events in question are as follows. 

I received a seemingly urgent alert on my computer, indicating a potential virus threat. The alert prompted me to call a support number, and I, unfortunately, fell into the trap of a fraudulent entity. The individual I spoke with, who identified themselves as " Ira, '' claimed to be from XXXX XXXX and asserted that my devices were infected with a malicious virus known as the XXXX XXXX. To add credibility to their claims, I was instructed to XXXX the mentioned virus, and upon doing so, I found information that seemingly supported their narrative. In a state of panic, I followed their guidance, turning off all my devices and reviewing my bank accounts as instructed. During the course of the conversation, I was transferred to a supposed " fraud department, '' where I interacted with an individual named " XXXX. '' It was at this point that the situation took a more serious turn. I was informed that an unauthorized withdrawal of {$24000.00} had been made from my TD account to purchase XXXX. Disturbingly, I was led to believe that TD Bank had been notified and had confirmed my approval of this transaction. In an attempt to rectify the situation, I was coerced into withdrawing an additional {$24000.00} and purchasing XXXX, mirroring the initial fraudulent transaction. The scammers claimed that this would prompt TD Bank to flag the charges and cancel both transactions. Regrettably, I followed these instructions and used a Coinhub Bitcoin ATM, only to realize later that I had fallen victim to an elaborate scam. Immediately after the calls concluded, I contacted the legitimate fraud department of TD Bank to report the incident. However, I was disheartened to learn that there was seemingly little that could be done to recover the lost funds. This is particularly distressing considering that earlier this year, TD Bank successfully frozen a {$700.00} transaction under claims of suspicious transfer, while they allowed this much larger one to go through without as much as a check-up call. The events described above ultimately lead to a substantial loss of {$24000.00} utilizing TDs and XXXX services on or around XX/XX/XXXX. We cant believe that TD didnt take firmer measures to safeguard our funds since, only a short time later, they put a multi-day hold on a {$700.00} transfer from our savings to our checking account while they investigated what they considered a suspicious transaction per a teller in the branch near where we were vacationing.

Company response to consumer: Closed with explanation