Consumer complaint received 2025-07-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
On XX/XX/year> I received a text from TD Bank about a fraudulent charge on my TD Credit card for a purchase at XXXX. I called my husband to make sure he didn't make any purchases. He did not, I did not. Instead of replying to the text I went home and called TD Myself. I was placed on hold. During the time I was on hold I was listening to the hold music that said if in the event we get disconnected, we will do our best to contact you back. As I am on hold, I received a phone call from a phone number from XXXX SC, XXXX ( XXXX ) XXXX. It was a woman stating she was from TD Bank. I said oh wow that's crazy I am on hold with the bank and she said I know, you were disconnected we are calling you back. She said that there were some charges that she was concerned about. said yes I didn't make those purchases. She then asked me who XXXX is. And I said I have no idea. She said well you XXXX  {$1800.00} to him. I said there is no way. I went to sign onto my TD Bank account and was unable to get on. I started freaking out and was panicking saying I can't get on, I can't get on. She told me not to worry and that she will send me a text verification code so she can grant me access to get onto my account. She did, and then she gave me a password of XXXX to sign back onto my account. I was able to access my account and she instructed me on how to get to XXXX. I got to XXXX and I saw a contact with my name on it, with an unknown account number and she said that's it. That's where you need to send the money back to so it goes into your about. in a panic I sent that contact {$1800.00}. It didn't seem right but the woman promised me that it was ok. I get off the phone and then wake up to another text the next morning about fraudulent charges at XXXX park for around {$1800.00}. I then realized I was scammed. I called TD Fraud department again and was able to stop the CC Charges, reported the XXXX  transaction also. But they were unable to do anything about the XXXX because it was still pending. I waited for the fraud department to get back to me and they gave me back my CC points that the people cashed. But denied the XXXX dispute. So put in another claim. came back denied. I then did another dispute and then went to the branch and spoke with a customer representative there. They called fraud for me, and told me that they are sticking to denying the claim because it willingly sent the money. 
I am extremely upset. I did not willingly send this money. I fell for the trap and thought I was on the phone with TD Bank. I did not enter this contact on XXXX. They used my name with some account that has nothing to do with me. They now have my money that is more than a paycheck for me. I was deceived and scammed and felt relief when I thought I was speaking with TD Bank, and the shame to find that I fell for a scam. I was originally told that they logged onto my account from XXXX, and charges were in XXXX  and then in XXXX  XXXX. I live in XXXX XXXX. I work my butt off to provide for my family and these people just fully took advantage of someone in a panic. TD has denied this disbute multiple times that I feel helpless now. I understand if I entered the contact in wrong, and I agree I am liable. But was locked out of my account, someone entered information with my name into the contacts and had access to my account online. I didn't do any of these actions.

Company response to consumer: Closed with explanation