Consumer complaint received 2026-02-03 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Account opened without my consent or knowledge
Company: TD BANK US HOLDING COMPANY
State: MA

Complaint narrative:
On XX/XX/year> I received the following email alert : ( XXXX XXXX  ) We received an update that your Online Banking user name was recently retrieved. 

If you took steps to retrieve your user name, great - no need to do anything else. 

If you didn't go through the user name retrieval process, please call us immediately at XXXX. 

Protect your account information by keeping your user name confidential. 

As a valued TD Bank Online Banking customer, we make protecting your personal financial information part of the legendary customer service we provide to you every day. 

* * * * * PLEASE DON'T REPLY TO THIS E-MAIL. THIS E-MAIL ACCOUNT ISN'T MONITORED AND YOU WON'T GET A RESPONSE This is actually a fraudulent notice so I forwarded the email to TD Bank fraud department. 

At XXXX XXXX  I began receiving TD Bank Fraud alerts related to purchases made with my credit card. 
XXXX {$530.00} XXXX XXXX {$250.00} XXXX I immediately responded to both alerts notifying the bank that the transactions were fraudulent. A follow-up call with the fraud dept resulted in my credit card account having a freeze/fraud hold placed on it. 
Due to these 2 incidents, I added a second level of authentication to my on-line banking account at roughly XXXX XXXX  that day. 

The following morning, XX/XX/year> at approximately XXXX XXXX  I tried to log-on to my TD account and was informed that the phone # designated to receive security codes had been changed to another number. ( not my # ). I immediately called customer service and put a fraud hold on all be accounts at TD Bank. I followed-up by visiting the XXXX, MA branch at XXXX XXXX  to open up all new accounts. In the process of doing so, I discovered that there was now an unauthorized account opened under my name with a deposit made to it. I notified the bank that I did not open the account and requested the documents used to open the account and the source of the funds currently in the account.

I was told the Fraud dept would follow-up with me with those details once it was researched. When I did not hear back from the bank, I called the fraud department and was told that if I wanted that information it would require that I get a subpoena. 
I was also told that the affected accounts would remain open to deposits but closed for any other transactions. The remaining balance at the time was moved to my new checking and savings accounts. Since that time TD Bank has rejected my husband 's social security payment in XXXX, when we were told that the old accounts would allow deposits that would then be manually transferred to the new accounts until we were able to change all direct deposits. 
The day after the fraud dept said a freeze was placed on our credit cards additional charges continued to be placed. I notified the fraud dept. I was told that since a physical card was used I must have let someone use it to make these charges. The problem with that was that those charges were being made while I was sitting in the XXXX branch having the physical card shred by the branch manager. The charges were eventually removed but the treatment I received was unacceptable. Based on this additional issue I notified the bank that I wanted to close my HELOC since it had a zero balance at that time and had not yet been compromised. I was told if I chose not to re-open another HELOC I would be charged {$100.00} to discharge the mortgage at the registry.

Company response to consumer: Closed with monetary relief