Date Received: 2021-03-31
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have been a TD bank customer for several years, and held both checking and savings accounts with them. On three separate occasions since XX/XX/XXXX, my checking account was broken into, and the account was closed and flagged by the TD Bank fraud department. I was required to obtain new bank cards each time. On XX/XX/XXXX, I received a " spoof '' call from a TD Bank number stating that once again my account had been compromised. I was asked verification information, and believing the individual with whom I spoke to be a bank employee, I provided requested information. Somehow the perpetrator was able to obtain access to my phone through this information and transferred {$10000.00} via XXXX to an unknown individual ( named XXXX XXXX in XXXX XXXX, California XXXX. This was not authorized by me- rather someone broke into my phone. I discovered that I had been a victim of fraud/identity theft after I went to a local TD branch and found out they had never called me. I timely filed a complaint, but TD Bank refuses to refund my money stating that I authorized this transaction. When I said I was a victim of fraud, a customer service manager told me that the bank does not provide protection to fraud victims. She refused to provide her name or the name of anyone above her. I have never heard of a bank treating their " valued customers '' in such a callous manner.
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Last XXXX I received a bill statement regarding my credit card more than my credit limit which I never never use yet my card. I only activated in the computer. But all of the sudden I had bills already and the one who used my card was from XX/XX/XXXXXXXX so I called them right away to report and dispute this account but still nothing happened until this problem becomes worst that even my daughter was involved were she really said that she didnt order online but this companys one of the investigator keep on insisting that my daughter ordered online but to find out that those items that was delivered to us to our address was not being received. We verified to our manager of our building but he said no items delivered and noted. We also calledXX/XX/XXXX and USPS to verify everything coz I took the tracking numbers of the items being purchased but they said no building number but this companys investigator insisting that the same address was shipped. But all the item we didnt received. Then I keep calling them cause I was worried about my account coz its getting higher snd higher the amount. And I find out that they send me a new card but the question is I didnt receive that card. I closed my account but one of the staff said that someone is trying to reopen my account. I dont know what I gon na do. Honest to XXXX I didnt use yet my card. Thats why I need help coz this company especially that one of the investigator is not helping but rather hes putting me down.
Company Response:
State: HI
Zip: 96819
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a line of credit account with XXXX XXXX XXXX XXXX through XXXX. I have been paying my bill every month at the end of the month when I get paid. On XX/XX/XXXX I paid my usual {$50.00} payment on my account. Up until XXXX I didn't have an issue paying this way. But apparently my paying early and consistently every month is a bad thing. According to the unhelpful staff the new payment cycle started on the XXXX, there is nothing they can do even though they have eyes and can see I didn't intentionally or even unintentionally miss a payment. Now I will have a missed payment and a reduction of my credit limit put onto my credit report which will drop my credit score by quite a bit. I've spent XXXX years building my credit so I can buy a home and now, for daring to pay early, I'm getting XXXX by this company.
Company Response:
State: MN
Zip: 562XX
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Requested an ACH-out from checking account on XX/XX/XXXX for {$3500.00}, this was rejected by TD Bank because, they will only allow me to deposit money but will not let me use my money to pay my bills. Due to this rejection the financial institution that I used to request this ACH transfer has now charged me {$25.00} for the returned ACH and I'm late on paying my bills so eventually the late charges will now start accruing. Also made a Bill Pay request to pay my XXXX XXXX credit card on XX/XX/XXXX for {$2800.00}, called TD Bank on XX/XX/XXXX @ XXXX ( spoke to rep named XXXX ) to confirm this bill was paid since the funds are still showing on the checking account -- she stated that the funds were not sent to pay my credit card and I would need to contact XXXX to ask why they would not accept it. Confirmed with XXXX that they will accept and all of the account information entered was correct and they would accept payment if it is sent. TD Bank checking account does not allow me checking capabilities like a bank should, this bank is holding my funds while I continue to incur charges and can not pay bills with funds that I deposit.
Company Response:
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Problem when making payments
Subissue:
Consumer Complaint: Purchased a cell phone through XXXX XXXX who uses TD bank as financer. TD bank has an online payment system that does not allow customers to verify there banking account and routing number before submitting a payment. If the checking account number and routing number are incorrect TD bank charges a non waviable XXXX dollar check fee. To rectify the issue so that more fees do not incur I contacted TD customer service ( XXXX ) to verify that my banking information was correct. TD supervisors blamed me without proof that it must be the customer entering the wrong information and and with absolution could not be a computer system era on there end. They also informed me the only way to verify correct account info is to make a payment and risk being charged another XXXX dollar fee if the information is incorrect agian. As it stands I must make a payment to verify correct acount information and risk extra fees. This practice is intentional and predatory. XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX
Company Response:
State: NJ
Zip: 08854
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I haven't had access to my online account in over a year. They intentionally block users from seeing their balance. I had zero interest and then suddenly they added the interest because the account was not paid in full. The issue is had I been able to see my account I would've been able to increase my payments to close the account before the interest hit the account. Every time I need to make a payment I have to call them and I cant see my balance to know if they are applying it to my account and I dont know if the balance is decreasing. I have called and spoken to the payment department and they insist that the account can not be viewed because they updated the system. They have been saying that a year now. Im paying them blindly.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I called In to pay debt in full, and days after received paid in full letter which is attached. I have disputed the balance with all three bureaus and target refuses to update by minimum the amount to {$0.00}. I last spoke with XXXX today at XXXX
Company Response:
State: TX
Zip: 78249
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I did not authorize anyone employed by these companies to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ) and a serious breach of my privacy rights. Please validate this information with these companies and provide me with copies of any documentation associated with these accounts bearing my signature, authorizing an inquiry. In the absence of any such documentation bearing my signature, I formally request that these fraudulent inquiries be immediately deleted from the credit file that you maintain under my Social Security number. TD RETAIL CARD SERVICE Inquired on XX/XX/XXXX XXXX XXXX XXXX Inquired on XX/XX/XXXX XXXX Inquired on XX/XX/XXXX XXXX
Company Response:
State: IL
Zip: 60491
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, my name is XXXX XXXX and I am a victim of fraud. On XX/XX/XXXX, I received a call at XXXX pm at work, from someone saying they were from TD Bank 's fraud department asking about some activity that they wanted to make sure was me. The man asked me if I made these XXXX transactions. As someone that has personally never created a XXXX account, I told him no and he said that these must be fraudulent transactions which I agreed. He then said that to grant the money back into my account from XXXX, I needed to individually approve of messages that stated, " TD Bank will not call to respond to this msg. Send {$160.00} XXXX payment to YourAcc.t IMMEDIATELY? YES to Send, NO to Cancel. TD Bank XXXX. STOP to end all msgs. '' The amount of the transaction would be different but the message would be the same for each amount. These transactions would come to total {$3400.00}. The man on the phone told me that my account would be on hold and that I would receive a new debit card in the mail within the next couple of days and would then be able to reset my account. Not long after this call, at XXXX pm on the same day I called the bank back and after a little bit I got a hold of someone and explained what happened and just wanted to make sure everything was all set. This guy that I was talking with at TD said that although he did not see the phone call, it is most likely a real person I spoke with and not to worry, and that he understood these transactions I brought up with this him were in fact fraudulent. He explained to me that even if this money was withdrawn fraudulently, this was not the final step and that the bank would be able to help me afterwards. A couple days later is Friday, XXXX, XXXX, and my XXXX asked me if everything was settled with the bank. I tried to look in my online banking but my log in information was not working. I made a new log in password, opened up my account, and was terrified to see XXXX much larger XXXX transactions to the same person, " XXXX XXXX. '' These XXXX transactions were, {$2400.00} on XX/XX/XXXX and {$2000.00} on XX/XX/XXXX. At this point I drove directly to the bank, located at XXXX XXXX XXXX in XXXX, NH. I spoke with a woman named XXXX XXXX, and explained my issue with her and then made a fraud claim. She let the fraud department know, and I was instructed that I would be notified in XXXX days with their findings. On the tenth day, XX/XX/XXXX I called the bank, and was told that my claim was denied. I then called my uncle, who is an attorney in Massachusetts and drove to his house. We then together called TD Bank and their fraud department. They claimed that my phone authorized these transactions and I was completely at fault. If I wanted to, I could get a police report and file a new claim. I then left my uncle 's place, drove to the XXXX, MA police station and filed a police report. Although my legal address is in XXXX, NH, I have recently moved to XXXX XXXX XXXX, XXXX, MA. The following day, XX/XX/XXXX, I drove to the same TD Bank with my police report to make a new claim. This time I carefully went over everything that happened with both XXXX, and the assistant store XXXX, XXXX XXXX. I told them that I never made a XXXX account and that I got a call that matched the number on the back of my debit card and the number attached to the confirmation text was also a number that connects to TD Bank. They told me that the first person I spoke to was most likely a scammer, but I reiterated that someone hacked my account, knew my personal information to get into my online banking and also created a XXXX account that was attached both to my phone number and email. I should also mention here that the day after I received the initial call, I got an alert from XXXX, saying an unknown device tried to access my email from XXXX, XXXX. I also explained that even after this initial fraud, I called and talked to someone at TD Bank directly, explained that fraud was occurring on my account, and then close to {$4500.00} was still taken out the next couple of days. They said this was very weird and uncomfortably did not know what to say or do and so they called the fraud department. I am not sure why I have to go run around and go into the branch when they eventually just have me speak to someone on a phone anyways, but will not allow me to make that call without driving in. Anyways, I after the explanation, the woman on the other line just explained that they do not cover scams and basically I was out of luck. Baffled at the disrespect and lack of concern towards a customer, I told XXXX to add to my report that I never made a XXXX account and that even after direct contact with someone at the Bank where I explained that there was fraud, a near {$4500.00} was transferred to the same account I claimed was committing fraud. A couple days later, even with the updated claim and the police report, XXXX called me and told me my second fraud claim was denied. I am reaching out to the CFPB, because TD Bank has been completely unhelpful, making me run around without any sort of direction or help in this situation. The bank is trying to completely wash their hands of any responsibility in this situation, and seems to me, trying to deter me from pursuing this matter. Instead of helping me resolve it, they are trying to make sure I do not get this resolved. I am out almost {$8000.00}. All the money I have saved up from working after graduating now is just about stolen from me, while I have to try and pay my rent, student loans, and a car payment. I am pleading with you guys at the CFPB to review my case and please help me. Thank you, XXXX XXXX.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have requested my loan be placed in Forbearance because of financial/economic hardship due to Covid-19. I have called and made several attempts to request forbearance. TD Bank keeps telling me that I do not qualify for mortgage forbearance but they refuse to provide documentation or a letter acknowledging/refusing my request. I have called at least 6-7 times and every time I call, they transfer me, tell me that I can submit a RFA ( request for assistance ) or they tell me that TD Cares has to help me and I can never get through to anyone in that department. If I am able to get through I am being told the same story again and again that I have to complete the application for forbearance so that I can get the refusal letter. They have been telling me these same things each time for over a month. To no avail.
Company Response:
State: NJ
Zip: 08054
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A