Consumer complaint received 2024-08-28 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: PA

Complaint narrative:
My brother-in-law needed temporary assistance with paying his truck payments for his business so I permitted two payments to be made from my TD checking account to XXXX XXXX on XX/XX/XXXX for {$1900.00} and XX/XX/XXXX for {$710.00}. He paid me back with a few days each time. I only authorized these XXXX payments and have no affiliation with this company. However, unbeknownst to me, XXXX XXXX continued to take unauthorized payments from me on XXXX other occasions before I realized what was happening. These fraudulent transactions were made on XX/XX/XXXX in the amount of {$1900.00}, XX/XX/XXXX for {$1900.00}, and on XX/XX/XXXX for {$1300.00}. 

On XX/XX/XXXX, was when I noticed XXXX was attempting to take {$1300.00} out of my account, it was listed as a pending transaction. I immediately contacted the bank and reported the fraud. 

On XX/XX/XXXX, I spoke to XXXX from TD Bank who said I would hear back within XXXX days. I was given the Dispute XXXX XXXX for the {$1900.00} taken by XXXX XXXX on XX/XX/XXXX and XXXX for the {$1900.00} taken on XX/XX/XXXX. On XX/XX/XXXX, I spoke to Rejoice from TD Bank about the situation and she confirmed my claims were pending. She opened a claim for the {$1300.00} and it was refunded. On XX/XX/XXXX, I spoke to XXXX from TD Bank and she put stop payment on future payments and reported the fraud under Dispute ID XXXX. 

All of the representatives read disclosures and said that I would receive a letter in mail and credit within 10 days. Unfortunately, I did not hear anything about the other XXXX transactions until I followed up a month later. 

On XX/XX/XXXX, I spoke to XXXX from XXXX XXXX. She said that she was going to transfer me to person who ran the payments. I started to ask if this person would have run all three of the transactions, but she placed me on hold before letting me finish. 

I spoke to XXXX next and she claimed to be the supervisor. She claimed that my brother-in-law, XXXX XXXX of XXXX XXXX XXXX or XXXX XXXX in the information. I explained that he does not have my account information, that I did not give any permissions beyond the XXXX transactions that I made, and that they should not have saved my information. I asked for her supervisor and she claimed that she was the supervisor ( supposedly XXXX is her supervisor ) and told me to contact my bank and report their company, she said if I call back I will get her, and hung up. 

I sent the following email to XXXX XXXX at XXXX at XXXX p.m. on XX/XX/XXXX : FRAUD/REFUND DEMAND To Whom It XXXX Concern : Please be advised that someone from your company or more than XXXX person committed acts of fraud by taking unauthorized funds from my bank account. 

I assisted XXXX XXXX of XXXX XXXX XXXX XXXX on XXXX occasions with making his truck payments. Once was on XX/XX/XXXX in the amount of {$1900.00} and the other time was XX/XX/XXXX in the amount of {$710.00}. I made these payments from a link that XXXX XXXX forwarded to me. 

No where during those times did I authorize any further transactions to be made and it is my understanding that this information should not to be stored by your company. XXXX XXXX does not have my personal banking information so he could not authorize these payments. Thus, when someone from your company obtained {$1900.00} from my bank account on XX/XX/XXXX, {$1900.00} on XX/XX/XXXX, and then {$1300.00} on XX/XX/XXXX, these transactions were fraudulent. Please refund my {$5100.00} immediately. 

I spoke to XXXX from your company earlier today and explained the situation. She said she was transferring me to the person who processed the payment. I asked if the person processed all three payments and she was unsure and before I could finish discussing the matter she placed me on hold. 

XXXX transferred me to XXXX ( spelling? ), who told me my account was up to date and nothing was owed. I explained to her that I am not a customer and asked if XXXX had explained the situation to her. At different times when I was talking and attempting to explain and/or seek clarity from her, she was talking while I was talking. 

During our conversation, she said that I approved the payments or XXXX XXXX did. I explained he does not have my information and I only made a payment on his behalf those XXXX times as aforementioned. I requested a supervisor and she said she was XXXX. I asked for her supervisor. After telling me to contact my bank and report your company, she said if I call back I will be directed to her and hung up. 

Again, I do not know who is doing what at your company, but this whole process was unprofessional, full of inaccuracies and misinformation, and fraudulent/deceptive. I demand my money be returned today. These fraudulent charges were reported to my bank, TD Bank, on XX/XX/XXXX. If this matter is not resolved immediately, I will be reporting this matter to the Better Business Bureau and the Consumer Financial Protection Bureau. My name is XXXX XXXX and I can be reached at ( XXXX ) XXXX. 

Sent from my XXXX XXXX XX/XX/XXXX, I spoke to XXXX from TD Bank. She said the XX/XX/XXXX dispute for {$1900.00} was never filed and the XXXX dispute was listed as complete, no provisional credit because a letter was received from XXXX XXXX that I authorized the payment. She said that I could refile the XXXX from XXXX and the one from XXXX and gave me the following numbers- XXXX Dispute # XXXX and XXXX Dispute # XXXX. 

I spoke to XXXX from TD Bank on XX/XX/XXXX and she said the XXXX one was pending under review with someone. The claims were assigned to different people. I had received the money that was taken out in XXXX back on XX/XX/XXXX based on my reopening the claim. Regrettably, TD Bank did not refund the XXXX transaction. 

On XX/XX/XXXX, I spoke to XXXX from TD Bank and she said that I need to speak to the merchant because a letter was received from them that I authorized the payment. I still have not received anything in the mail from TD Bank. I requested a copy of the proof that XXXX XXXX submitted and was told I have to call the local branch and/or go to XXXX. I called and could not reach anyone. I have not had a chance to go to the branch yet. Clearly, I will not get anywhere with XXXX XXXX. I am not their customer and they committed fraud. 

This has been extremely frustrating and time consuming. I do not understand why a company that I am not connected to is able to claim that I authorized payments, submit fake proof, and get away with it. I also do not understand why I have to jump through so many hoops to receive help and obtain the so called proof that was submitted. How is the consumer supposed to defend themselves if companies submit fake proof and the bank believes it? Also, why was this proof not emailed to me? I was not protected or believed by my bank and I lost close to {$2000.00}. If this is how things are with the move to be paper free, I am worried for all consumers going forward since authorizations are so easily made up and there is nothing we can do about it.

Company response to consumer: Closed with monetary relief