Consumer complaint received 2024-11-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: TD BANK US HOLDING COMPANY
State: PA

Complaint narrative:
XXXX ) On XX/XX/year>, I pumped {$30.00} worth of gas at a XXXX gas station. Upon looking at my banking transaction once I arrived home, I noticed that my account was charged {$160.00}. I went back to the gas station to receive a receipt since the gas pump 's screen was not working when I initially bought gas. The worker stated that only the managers can go back to look at transactions and that they would be in the next day. In the meantime, I cancelled my debit card and filed a claim with my bank. They stated that a new debit card would be issued. 

I went back to this gas station the next day and the manager was still not there. I travelled to this location several times and made several phone calls in order to reach someone who could help me with my card being used without my permission. I wasn't able to get a hold of anyone, so I filed a police report. 

A provisional credit was applied to my account, but they requested additional information such as a receipt in order to prove my transaction. Since I wasn't able to receive one, a personal banker stated that the police report would be sufficient evidence. 

After some time, I called my bank to get an update on the claim. What I later found out was that the banker was putting in a new claim and issuing a new debit card without my knowledge. After going into the bank personally, the banker stated that the new claim was filed for a computer being purchased at XXXX XXXX. I told her that no, it was for gas at a gas station. Everyone that I spoke to at the bank or over the phone kept saying that " you can always file a new claim '', but how would I know that the claims are being filed correctly? After this going on for months on end, I just let it rest until something unsettling happened again with this bank. 

XXXX ) On XX/XX/year>, I received a phone call stating that my card had been used for {$500.00} at a XXXX XXXX in XXXX, FL. The individual had my contact and bank card information. I did not trust them at first, so I hung up and looked at my account. I did not see any transaction on my account for {$500.00} from XXXX XXXX, so I decided to call my bank to see what was happening. When I looked at the back of my card, the customer service number was the same as the number that was calling me. As I was realizing this, they were calling me again. I answered and apologized for hanging up on them earlier. The individual stated again that an attempt had be made to make purchases at XXXX XXXX, with XXXX XXXX, with XXXX and they had access to my account. This individual sent me messages to confirm information and I believed that he was handling this fraudulent activity. He also stated that my account and card would be frozen A few days went by and I received another phone call from the same individual calling from the same number as my bank that my card was still being used for transactions. It had been used for {$78.00} at XXXX XXXX XXXX and {$1000.00} had been sent to my mom, which neither of them were done my me. This individual stated that they were reversing these transactions. 

During this time, I personally blocked my debit card and began doing my own investigations because I no longer trusted my bank. 

On my way to work on XX/XX/year>, I received an alert that my card was being used for {$86.00} at XXXX. I stated that it was not me and the transaction was cancelled. I immediately started receiving notifications that my account information was being updated and XXXX contact information was being changed. I called the fraud department to explain everything that had been going on for the past few days and that I wanted my account closed immediately. 

The next day, I went into a TD bank branch in downtown XXXX to demand that my account be closed and the funds stolen be refunded. The personal banker had to call the customer service number in order to tell them of my complaint. They stated that they would close the account and issue the remaining balance of {$87.00}. They also stated that they would have to file a claim about the fraudulent activity and that even though the account is closed, the investigation would be on going. 

Once I left the bank, I decided that it would be best to get a lawyer to handle this situation since I had previously gotten nowhere when filing claims with this bank. Sure enough, on XX/XX/year> I received at letter from the bank that the claim was denied. 

I spoke with a lawyer on XX/XX/year> regarding all of the statements above. He wrote a letter to TD Bank 's corporate office and as of today has not heard anything from them. He advised me to submit a complaint with the Consumer Financial Protection Bureau if there was no response from the bank.

Company response to consumer: Closed with explanation