Consumer complaint received 2024-03-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: TD BANK US HOLDING COMPANY
State: PA

Complaint narrative:
I am XXXX years old and continued adjustment denial by TD Bank Credit Card XXXX XXXX has become a mental and physical strain. 

To : Consumer Financial Protection Bureau Re : TD Bank, XXXX XXXX XXXX XXXX Dtd XXXX/XXXX/XXXX ; Denied XX/XX/XXXX ; appealed by Fax XX/XX/XXXX with supporting data. Refiled XX/XX/XXXX XXXX with supporting data ; again denied XX/XX/XXXX. XXXX XXXX XXXX XXXX # XXXX Dtd XX/XX/XXXX. 
I am writing to the CFPB because the lack of additional response from TD Credit Card Services is upsetting, dismissive, and unlike any prior experience that I have had with TD Bank Customer Service. I sent the email directly to XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX & XXXX, TD Bank. 

On or before XX/XX/XXXX TD Bank credit card services failed to challenge or deny, what should have triggered an obvious potential suspicious fraud activity, a request to charge my credit card and transfer funds to a XXXX XXXX account located in XXXX, XXXX at the very least delayed the transaction until TD Bank XXXX XXXX was able.to contact me for verification.

Instead, TD Bank denied my claim, based on a fraudulently completed new account document filed with a XXXX XXXX office located in XXXX. XXXX, and is accusing me in their letter dated XX/XX/XXXX of The reason for this decision was based upon the following : the transaction ( s ) appear to be authorized by you, you consented to or benefitted from the transactions.

1. This statement by TD Bank is tantamount to accusing me of fraud regarding this issue. I will not accept that conclusion and unequivocally deny I ever authorized or benefitted from the transactions. This statement found in the above referenced letter is untrue in its entirety and defaming in its intent ( see attached documents ).

2. Nothing relating to this cc account charge was knowingly authorized by me, no matter what the data may show, and I in no way benefitted from this transaction. I immediately contacted XXXX XXXX ( XXXX claim # XXXX ) on XX/XX/XXXX and alerted them that a fraudulent account was opened in my name for the purpose of receiving stolen funds charged illegally to my TD Bank credit card. The XXXX  account was opened in XXXX, XXXX. This information was Faxed to TD Banks XXXX XXXX. 
3. I find it hard to believe that TD Bank credit card services looked at the transaction history of my account : there is no prior history of any similar transaction ever requested or authorized by me in any of my accounts, especially to a foreign country. Fraudulent transaction requests at XXXX XXXX and XXXX both appeared to have my full authorization. With further questioning, both banks denied the transaction requests. I believe TD Bank should have come to a similar conclusion and denied the transaction until they were able to contact me. 
4. I again disputed the {$1000.00} charge and was asked to fax details to XXXX ( which I did ), and I was told someone would contact me ( no one has contacted me except by letters of denial ). 

5. I have XXXX bank related accounts : XXXX XXXX XXXX, XXXX Bank XXXX and TD Bank credit card services. On or around XX/XX/XXXX, all were contacted with enough personal information to make it appear that I was authorizing transactions to either charge a credit card or transfer funds from our bank accounts. XXXX and XXXX both questioned the transaction requests, and both denied the transactions. XXXX Bank allowed {$700.00} to be removed from our checking account, but agreed it was fraud and returned the funds to our checking account, Only TD Bank has refused to accept any fraud responsibility and has repeatedly denied our claim based on a XXXX XXXX XXXX account document ( see attached documents ) which appears to show in detail I approved and opened the account in XXXX, XXXX. 

On XX/XX/XXXX I received a new account welcome from XXXX XXXX and realized I had been defrauded ; the reported amount was {$1000.00} plus fees ( {$1000.00} ), and had already been picked up in XXXX, XXXX. I called TD Bank and reported the fraud scam under XXXX Dtd XX/XX/XXXX ; and then called XXXX XXXX and reported the new account was a fraud under XXXX fraud XXXX XXXX Dtd XX/XX/XXXX. 

I have spoken directly with the XXXX XXXX XXXX on more than one occasion. The XXXX XXXX XXXX has told me they have no record of speaking to or communicating with TD Banks XXXX XXXX, and would have confirmed that the document TD Bank is using to support my denied claim XXXX now accepts is most likely a fraudulent document and was completed without my knowledge or any benefit to me. 

In addition, to support my appeal I have supplied TD Bank XXXX pages by fax, as requested by their fraud unit, none of which they seem to have reviewedI make that statement base on a conversation I had with an XXXX year veteran of TD Banks fraud resolution group in XXXX, ME who told me she was surprised that my appeal was not accepted. 

I now believe XXXX XXXX XXXX XXXX will support my claim that the document TD Bank may hold was filed without my knowledge or approval and is a fraudulent document used to open a XXXX XXXX account in XXXX, XXXX for the purpose of stealing funds through the fraudulent use of my TD Bank credit card ending in XXXX. 

One thing clear to me is that TD bank credit card security failed to question this transaction, as XXXX and XXXX did, and make an effort to contact me before allowing this transaction to proceed. Any review of the history of my account would have immediately called attention to the unusual and inconsistent characteristics of this transaction based of my history of credit card use. 
6. Other than fraud, who in their right mind would complete this type of transaction. The interest rate is 28 %.

7. I asked TD Bank to either please correct my credit card account ending in XXXX, or at least have the courtesy to call me over the situation.

Company response to consumer: Closed with explanation