Checking or savings account -- Managing an account -- Complaint #12302731

Complaint Overview

Complaint ID: 12302731

Company: TD Bank US Holding Company

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem using a debit or ATM card

State: New Jersey

ZIP Code: 080XX

Date Received: 2025-03-03T12:00:00-05:00

Date Sent to Company: 2025-03-03T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

While in XXXX XXXX during XXXX weekend, I had my Phone and Wallet stolen ( early Sunday morning ). When I realized my phone and wallet were stolen, I called ( with my sons work phone ) TD Monday ( XX/XX/XXXX ) morning to cancel card all my cards including TD bank. The Representative said she sees that someone went on a spending spree and that someone changed my PIN. She told me she would freeze my card, but I had to call again the next day to dispute the charges that were racked up because they were still pending. I called Tuesday ( XX/XX/XXXX ) and spoke with a XXXX. She submitted a fraud claim. A few days later I received a letter from TD bank stating an error did NOT occur because " the transactions appear to be authorized because a valid PIN was utilized at the time of the transaction ''. This does not make sense since I told them I had my Phone and Wallet stolen and the rep already stated they changed my pin. On XX/XX/XXXX I called and spoke with XXXX from TD bank. He thought it was very obvious these were fraud. I spend 45 minutes with him as he recorded my information in great detail. He stated it would be a good idea if I submitted a police report to XXXX XXXX police. He also stated that someone from the Fraud Dept. would be contacting me in a day or two. No one called me!. A few days later I received another denial letter with same exact reason. On XX/XX/XXXX I called TD bank and asked for a Supervisor. I spoke with an XXXX. XXXX told me to take the police report to my local TD bank in XXXX XXXX, NJ. I worked with XXXX and Branch Manager XXXX XXXX. They also said it seemed quite obvious someone used my card fraudulently, and that I should be reimbursed for these charges. They submitted another claim w/ police report. Today XXXX, I received a letter from TD bank, stating they declined claim because " Card was not utilized after you notified us to close the card '' This is nuts! I had {$4900.00} of fraudulent charges from TD bank. I also had my XXXX, XXXX and XXXX XXXX, used illegally. These other banks flagged transactions and/or reimbursed immediately. TD bank did not flag 1 transaction, nor did I receive any notification via email that my PIN was changed. I also have not received the transcripts of conversations with TD bank that I requested from XXXX ( TD bank Supervisor ). Also, as more supporting evidence : The people who stole my phone and wallet also hacked my XXXX account changed my address and ordered things to a XXXX XXXX address ( see Police report ). It is also quite obvious these charges are fraudulent considering many gasoline purchases in XXXX XXXX, considering I didn't have a car while down there.

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