Consumer complaint received 2024-01-25 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
I did a XXXX machine withdrawal on XX/XX/XXXXXXXX  from my TD Bank account and looked at my balance on the receipt and knew I had more money in it than what the receipt showed. I then went online and looked at my account history and noticed that somebody did a XXXX transaction for {$1000.00} on XX/XX/XXXX with the name of XXXX XXXX. I called my son ( we are co-owners on two TD Bank accounts ) right away and asked him if he knew about this transaction. He said ABSOLUTELY NOT and had no idea who XXXX XXXX was. Then I told him to check our other TD Bank account online and see if there had been any other XXXX transactions made by XXXX XXXX or made by anybody else, and that I was calling TD Bank to report that someone hacked into my TD Bank account and to report fraudulent activity and to find out if there was any more fraudulent activity in the months prior on either account. I immediately called TD Bank and stated I was so upset, frantic, and felt so violated as I spoke to a representative and explained there was an UNAUTHORIZED FRAUDULENT XXXX transaction made on XX/XX/XXXX of {$1000.00} on my TD Bank account by XXXX XXXX and the representative looked at my account and let me know that there weren't any more fraudulent transactions dating back through the entire XXXX  year on that account. However, she did say there were six other transactions made by XXXX XXXX through XXXX dating back to starting XX/XX/XXXX to XX/XX/XXXX totaling {$8100.00} on another TD bank account. Then I asked her to check the previous year to see if there were any more fraudulent transactions and she stated the XXXX UNAUTHORIZED FRAUDULENT transactions started XX/XX/XXXX until XX/XX/XXXX totaling {$8100.00}. My son said he immediately changed his passwords and again said he was ABSOLUTELY NOT AWARE of these transactions or the balance caused by these transactions because he never made them. He only learned of them by me on XX/XX/XXXX when I discovered the UNAUTHORIZED FRAUDULENT transaction by an unknown XXXX XXXX on my bank account. I then said to the representative that this is fraud and I want my money back, and XXXX is an app on TD Bank 's online banking website and it's supposed to be safe and protected. The representative then connected me to their fraud department and the situation was explained by the TD bank representative via via three-way call. I then spoke to the fraud department representative and asked them what am I supposed to do now and what is the next step to get the stolen money back?? She said you'll need to close the accounts or put a hold on them until an investigation is done within the next 7 to 10 business days regarding the UNAUTHORIZED FRAUDULENT XXXX transactions of {$1000.00} by XXXX XXXX on the one account, and we'll let you know if it's approved for you to get your money back. I stated all seven XXXX 's done by XXXX XXXX are UNAUTHORIZED FRAUDULENT transactions, and I want my money back and that my money is insured by the FDIC. She said the transactions will be looked into by the fraud department and they will determine if the transactions will be approved or denied within the next 7 to 10 business days, and she then said my son had to call to dispute the six other XXXX UNAUTHORIZED FRAUDULENT transactions on the second account because he used XXXX twice before. I said my name is on that account, and I should be able to file fraudulent activity for that account also. She said no your son has to call and file a complaint with the fraud department. My son said he has only ever use XXXX two times with a person that he knows well and does business with, and I stated to the fraud department that I have never used XXXX in my life and don't even know what XXXX is. I filed a claim on XX/XX/XXXX about XXXX XXXX  due to UNAUTHORIZED FRAUDULENT XXXX transaction of {$1000.00} by XXXX XXXX on XX/XX/XXXX claim number XXXX and I requested the documentation of the report and investigation be sent to me. I never received any denial or approval letter or any report regarding my claim. After the 10 business day waiting. I called TD Bank on XX/XX/XXXX to get the status of my claim. I was told that they couldn't find the claim number even though there was a record of my phone call and my dispute. So I told the representative I want to file another claim and they give me the exact same claim number as the first one that they gave to me they never put it through. I said my son and I are the victims and feel extremely violated and unsafe and we want our money back and that it is insured by the FDIC for TD Bank. Why isn't TD Bank doing a thorough proper investigation for fraud victims that had money stolen through XXXX that's promoted on their TD Bank online banking website?? I called the fraud department on XX/XX/XXXX at XXXX XXXX  and spoke to XXXX and asked what was being done about the fraudulent activity and when was I going to get my money back and told her I want to move my money out of the accounts and close the accounts. My son called TD and spoke to the fraud department on XXXX XXXX at XXXX and filed a complaint regarding UNAUTHORIZED FRAUDULENT activity with six UNAUTHORIZED FRAUDULENT transactions from XX/XX/XXXX to XX/XX/XXXX made by XXXX XXXX XXXX {$8100.00} claim number XXXX and was told it'll be 7 to 10 business days before they come to a decision after reviewing. He stated on the phone to the fraud department that he ABSOLUTELY WAS NOT AWARE of the six transactions or the balances caused by these transactions because he never made them. He received a letter in the mail on XX/XX/XXXX dated XX/XX/XXXX stating that the fraudulent activity did not occur because he used XXXX twice before and they will not be giving back the {$8100.00}. THIS MAKES ABSOLUTELY NO SENSE! Yes, my son used XXXX twice before with a known person in business XXXX is an app on TD Bank 's online banking website that is supposed to be safe and secure. I then called TD Banks fraud department on XX/XX/XXXX and said that I don't care how or whoever stole or was able to get into my son 's or my devices or IPO numbers or however the UNAUTHORIZED FRAUDULENT transactions were made they are FRAUDULENT, they are UNAUTHORIZED, and my son and I had nothing to do with them ; we were not aware of them until XX/XX/XXXX around XXXX and we want her stolen money back. I said I'm disputing your review and I'm filing another claim, claim number XXXX to address the UNAUTHORIZED FRAUDULENT transactions and that I want a copy of the report and investigation that they did on the initial claims including IPO numbers, and I've yet to this date received any response from TD Bank. 

My son and I have spoken to TD Bank on the phone and in person numerous times since XX/XX/XXXX to get our stolen money reimbursed. TD bank said they investigated and they will not give us or stolen money back. I requested their review process done, the investigation that they did including the IPO numbers, and the documentation as it states to do in their letters and on their website. To this date, I have not received anything. 

The FBI agent from the XXXX, New Jersey office that I spoke to on the phone on XX/XX/XXXX at XXXX XXXX  said he didn't know how TD Bank finished their reviews and gave me determinations already without doing a full investigation including obtaining IPO numbers. He said the FBI is the agency that gets the IPO numbers and not the bank. 

When I realized that TD Bank did not do anything and were not going to do anything to help my son and me retrieve our stolen money, I filed a FRAUD report with The XXXXXXXX XXXX XXXX Police Department on XX/XX/XXXX regarding seven UNAUTHORIZED FRAUDULENT TRANSACTIONS made by XXXX XXXX through XXXX on my two TD Bank accounts and TD Bank refusing to reimburse my son 's and my stolen money. 

I also filed a FRAUD report with the Federal Bureau of Investigation on XX/XX/XXXX on the ic3.gov website regarding UNAUTHORIZED FRAUDULENT TRANSACTIONS made by XXXX XXXX through XXXX on my two TD Bank accounts and TD Bank refusing to reimburse my son 's and my stolen money. 

I have also contacted XXXX XXXX XXXX of the XXXX XXXX of New Jersey who referred me to his Chief of Staff XXXX XXXX who is passing my case to the State Department of Banking and Insurance for investigation. 

My next step will be legal, social media, and the news stations. 

I have been a lifelong customer and my son has been a long time customer of TD Bank. I have NEVER used XXXX and my son has ONLY used XXXX twice on TD Banks website for his business for two authorized transactions with a well-known customer. I am so disappointed, disgusted, and angry and feel so violated about the theft and about how TD Bank has handled the whole situation. My son and I have been treated so badly and disrespectfully by TD Bank and its employees and have been made to feel that we are the criminals instead of the victims WE ARE THE VICTIMS and continue to feel traumatized. We want our stolen money back!!

Company response to consumer: Closed with explanation