Consumer complaint received 2025-09-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
Consumer : XXXX XXXX, XXXXXXXX XXXX ( TD Convenience Checking ending XXXXXXXX XXXX XXXX XXXX Company : XXXX XXXX  TD Bank, N.A. ( debit card transactions processed to XXXX XXXX XXXX XXXX  Total disputed amount XXXX XXXX XXXX XXXX XXXX {$1300.00} XXXX XXXX XXXX XXXX  CFPB Issue Type : XXXX XXXX Problems with a bank account or services Fraud or unauthorized transactions Bank investigated and said no error What happened Between late XXXX and the end of XX/XX/XXXX, dozens of small-dollar debit card charges to XXXX XXXX XXXX XXXX XXXX XXXX XXXX  were posted to my TD Bank checking account. These were * * not authorized by me * *. They were caused by * * a minor child errantly clicking in-app purchases on an XXXXXXXX XXXX XXXX tied to our XXXX account. We did not receive any fraud alert or outreach from TD Bank despite the * * high-frequency, repeat, same-merchant pattern * *. See my XXXX and XXXX statements showing strings of XXXX debits in tight succession ( e.g., XXXX ), including repetitive amounts such as * * {$15.00}, {$21.00}, {$31.00}, {$44.00}, {$49.00}, {$64.00} XXXX XXXX many posted minutes or hours apart. 

Examples from the * * June 12July 11, XXXX * * statement ( not exhaustive ) : * * * XX/XX/XXXX : * * {$9.00} ; {$14.00} ; {$29.00} ; {$14.00} ; {$26.00} ; {$7.00} ; {$21.00} ; {$21.00} ; then multiple $ XXXX $ XXXX $ XXXX {$35.00} entries later that day. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Repeated {$22.00} charges ( XXXX in a row ), {$49.00}, multiple $ XXXX {$31.00} entries. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX  A sustained sequence of {$31.00} and {$15.00} charges ( well over XXXX that day ), plus {$44.00} and {$64.00}. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX Continued multiple XXXX debits XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX {$31.00}, etc. ). 

This pattern * * also appears in the prior cycle XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX including clusters of XXXX charges on XXXX XXXX XXXX XXXX XXXX and * * XXXX * * ( e.g., {$19.00}, {$19.00}, {$21.00} {$24.00} sequences, and multiple {$15.00} items ). In the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX statement, there are earlier XXXX debits ( e.g., {$2.00}, {$7.00}, {$10.00}, {$11.00}, etc. ). 

How I reported it & the banks response I * * promptly disputed * * the charges with TD Bank. TD opened ATM/Debit Card Dispute * XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX issued a denial letter stating * * an error did not occur * * and asserting the transactions * * appear to be authorized by you * * or that I * * consented to or benefited from the transactions. * * The letter also states any provisional credit would be reversed and says I may * * request the documentation * * they relied on. * * TD declined my dispute for a total of {$1300.00}. * * Why I believe this is an error and an unfair outcome 1. * * Unauthorized by the account holder : * * These were not purchases I knowingly made or intended ; they were * * in-app taps by a child * * on an XXXX. I did not benefit from these charges.

2. * * Obvious red flags were missed : * * TD permitted dozens of * * near-identical, rapid-fire charges * * to the same merchant across multiple daysan * * anomalous pattern * * that reasonable fraud monitoring should have flagged for review or an alert to me.

3. * * Reg E investigation concerns : * * TDs own statements tell consumers how to report errors for * * electronic fund transfers * * and say the bank will * * investigate promptly * * ( and provide provisional credit if more than 10 business days are needed ). I followed those instructions. Yet TD concluded no error despite the pattern and the fact that the user was a * * minor * *.

4. * * Additional harm : * * These repeated debits also forced me to move funds and rely on overdraft protection during the period, compounding the impact ( see XXXX XXXX OVERDRAFT PROTECTION FROM entries around the same dates ). 

What I asked XXXX I contacted XXXX to seek a refund/charge reversal, but XXXXXXXX XXXX  XXXX declined to pursue further * *, effectively closing their side. I am thus holding TD Bank accountable for * * allowing and failing to flag * * the volume of repeat XXXX debits and for * * denying * * my fraud dispute without, in my view, a reasonable investigation. ( TDs denial letter references my right to obtain their supporting documentation, which I request. ) Desired resolution * * * Reopen the investigation * * and treat these as * * unauthorized electronic fund transfers * *. 
* * * Reimburse the full {$1300.00} * * denied by TD, and * * reverse any related fees/interest * * ( including overdraft-related costs ) tied to these transactions. 
* Provide me with the * * documentation TD relied upon * * to deny the claim ( e.g., merchant data/device/authorization evidence ). 
* Implement or confirm * * reasonable fraud-monitoring and alerting * * so that high-frequency, same-merchant charge sprees trigger alerts or temporary holds.

Company response to consumer: Closed with monetary relief