Consumer complaint received 2024-09-10 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: DC

Complaint narrative:
On XX/XX/year>, I discovered multiple unauthorized transactions totaling approximately {$6000.00} on my TD Bank account, all linked to a merchant named XXXX XXXX. I do not have a XXXX XXXX account, and I did not authorize any of these transactions. Despite the significant withdrawals, TD Bank failed to alert me or flag the activity. 

I immediately reported the fraud to TD Bank and followed their instructions to file a claim. I was instructed to visit a branch to obtain a new debit card. On XX/XX/year>, I went to the TD Bank branch located at XXXX XXXX XXXX, XXXX, XXXX. Instead of assisting me with a simple card replacement, the bank representative subjected me to excessive and unnecessary questioning, even though I had already provided all relevant information over the phone. The representative then made an offensive and racially charged comment, stating, " People like you always pull these kinds of stunts. '' As a young XXXX man, I found this deeply offensive, and I have video evidence of the comment. 

At one point, the representative added, " Ive got to ask these things and make sure its you. You could have a twin or something, '' which I found both strange and discriminatory. It felt like because of my XXXX  XXXX, she needed to double-check my identity in an unnecessary and disrespectful manner. I believe her tone and questioning were directly related to my race, and this encounter left me feeling humiliated and profiled. 

After eventually receiving the new debit card, I tried to use it on XX/XX/year>, only to discover that TD Bank had closed my account without notifying me. This has caused significant financial hardship, as I am unable to access my funds. Ive been informed that I wont be able to access my money for up to 90 days while they " investigate '' the fraud claim. This extended delay is outrageous and unacceptable, especially given the circumstances and the financial strain it is causing me. 

On XX/XX/year>, I visited the TD Bank location at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. From the moment I entered with my brother, I felt profiled. I am handicapped due to an injury, and the staff seemed to brush me off, instructing me to " wait '' without offering any real assistance or answers. The energy was off, and I felt that my race played a significant role in their lack of respect and unwillingness to help. I honestly believe that if I wasnt a XXXX XXXX XXXXXXXX, I would have received better treatment. 

TD Banks decision to close my account and hold my provisional funds while my fraud claim is pending appears to violate federal consumer protection laws. According to the XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX  and Regulation E, TD Bank is required to provide provisional credit within 10 business days of reporting unauthorized transactions. Even if the account is closed, TD Bank is still legally obligated to allow access to these funds during the investigation. The Consumer Financial Protection Bureau ( CFPB ) has made it clear that banks can not delay or deny access to provisional credit, even during ongoing investigations or account closures. 

My overall experience with TD Bank has been terrible. Not only did they fail to prevent the fraudulent activity on my account, but they also mishandled my fraud claim and subjected me to discriminatory treatment at multiple branches. Now, theyre withholding access to my funds for up to 90 days, which is causing me severe emotional and financial distress. 

I urge TD Bank to resolve this matter immediately by reinstating my access to the provisional credit and investigating the discriminatory behavior of their staff. If the issue is not resolved quickly, I am prepared to escalate the matter through the CFPB and pursue legal action.

Company response to consumer: Closed with explanation