Consumer complaint received 2021-05-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TD BANK US HOLDING COMPANY
State: FL

Complaint narrative:
We were recently the victim of credit card fraud. 

We are writing to dispute several fraudulent charges on our account in the amounts of {$13000.00} during XX/XX/2021 and XX/XX/2021. We received the letter from TD Bank Disputes & Claims, where you expressed our claim investigation determined that fraud did not occur. We really disagreed with the decision taken and for this reason, we are requesting that you investigate these charges and take the necessary time to investigate all the transactions disputed and denied. 
We are a small family own company, and our business account expenses are only related to the company needs, every month we have the same expenses same places related to landscaping and we have only one debit card in our possession all the time and we operate out of XXXX Fl. 
We asked to please call us and ask any question that helps to resolve our claim, look at our accounts transactions from the previous year, and there are no records of any of those online transactions or phone app transactions, there are card transactions in different places at the same time, meaning while we are in XXXX shopping for the business the card is being used up north at a hotel or a kid dance school. We as a person or company do not have any records of claims related to banks ' fraudulent transactions file in our past. Our records are clean of anything related to bank fraudulent issues. 

The odd thing is that my card was definitely never out of our possession, yet the transactions were made with chip and pin as the claim responded on the last denial. We encourage the claim and bank like 20 times via email to take a closer look at the charges and while we were in XXXX shopping for the business the card was being used somewhere else. We have heard of sophisticated software in card machines that can extract this information to make hard copies, and we guess that this happened to us. 

However, based on the bank denial some of the transactions were chip/pin, TD Visa has been largely unwilling to remove our charges. Then how come the bank never investigated by calling and asking questions or searching for our history as a citizen, previous fraudulent cases filed, etc.? Why even with a police report the bank or claim department had not requested any surveillance records, electronic tracking of where we were at the time the card was used? Why you the bank have not to look from XXXX back to the date the account was opened to see we never used the card in such personal places and online shopping? We have provided everything we can think can help the case and we have not received any call, or investigation that had been done only received denial without explanations. 

TD claims that their technology is 'so advanced ' that they would know if any existing copies of my card were used, but we assumed they do not time for our small claim. 

But because this is legally a minor theft, compared to probably what they have on their desk, I feel the case will not be given much attention. 

But for us as small family own business is our life, our work for hours and no weekends off. Our future, our kids ' future! So, it is more than important for us, and we will go as far as it is needed to get our money back. We have been treated like criminals through every step of this process. 

Thanks in advance. 

Honest people don't hide their deeds.

Company response to consumer: Closed with monetary relief