Date Received: 2023-09-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My partner and I were traveling in XXXX. On XX/XX/XXXX we were XXXX and robbed in our XXXX XXXX. Numerous items were stolen, including my phone and wallet, XXXX Drivers License, etc. They managed to get into my phone and create a XXXX account with my TD Bank account. They created XXXX transfers totaling {$2500.00}. We were passed out from whatever they drugged us with for 14 hours. Once we came through we noticed the missing items. We called the police and were sent in an XXXX to a nearby XXXX. We also filed a police report, which we provided to TD Bank. Once I got access to my emails I saw the transfers. The email confirmations provided an email and a phone number to reach out if it was fraudulent. I immediately reached out to TD Bank via email and by phone, this was on XX/XX/XXXX. I explained all and in my mind all was being taken cared of. My money was still in my account for up to 2 days in pending status. They still managed to let my money be transferred out. I reached out to them via emails that they provided with an update and eventually received bounce backs stating the e-mails were not valid.
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My debt was sold to a third party and it does not show as paid. It is supposed to be shown as paid for less or paid since it was already paid when the debt was sold. Accounts- XXXX XXXX XXXX
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Complaint regarding TD Bank dispute cases XXXX XXXX XXXX XXXX XXXXXXXX Total payment amount : {$170.00} USD Total chargeback amount : {$69.00} USD Transaction date : XX/XX/2023 This complaint pertains to booking XXXX XXXX XXXX XXXX XXXX- merchant ) Date of the first dispute : XXXX XX/XX/2023 Date of the second dispute : XXXX XX/XX/2023 This complaint is regarding a dispute case that was mishandled by the TD Bank representatives on two occasions . The first case was opened on XXXX XXXX, case XXXX XXXXXXXX. This case was a dispute for a merchant XXXX, for an amount of {$69.00} USD of the total charge amount of {$170.00}. The disputed amount was refused to be returned by the merchant despite canceling the XXXX reservation within 1.5 hours after the booking was made which was due to a cancellation of my transportation to XXXX XXXX, XXXX to a place where my XXXX stay was located. I immediately reached out to the XXXX host to resolve this matter, but I was advised they were unable to assist me and to contact the merchant directly XXXX. The first time I opened a dispute case with TD Bank, I explained all the details regarding the case and what happened. I also advised I have the communication evidence with the merchant that includes the direct communication with the XXXX host as well as multiple calls made to XXXX support over a span of a few days. The call durations are included in the provided evidence. The customer support number for the XXXX merchant is XXXX XXXX XXXX XXXX. XXXX organization is almost a criminal enterprise that preys on people being unable to be present for a reserved booking, this is their business model, and it should be banned. Only in my case, the host had made NO preparations and NONE of their time was involved because the place was a residence/hotel with readily available rooms. After filing this initial dispute, I did not receive any update from TD Bank, and I had to call in for an update while traveling. Upon return, in my mailbox, was a letter requesting evidence to be sent to TD Bank by XXXX. XXXX. The letter postdate was XXXX. Instead of providing me with a phone call or an update via email or a secure message within my online banking, I was sent a physical letter with a deadline of less than 5 days from the day it arrived. I found this unacceptable in the current times. This is created to ensure that individuals like me, and I am a XXXX XXXX who struggles financially, are taken advantage of by banking corporations. The banks have all the current technologies available to them, but they choose to communicate with me regarding very important matters via the post. This is a total lack of consideration for the consumer. If the bank allows online transactions and provides online banking all communication should be conducted in this manner. This is normally required by the merchants wanting to sell their products online the merchants must provide the customer with the ability to communicate via the means they made a purchase. I believe banks are NO exception to this rule. I am attaching proof of communication with TD Bank via secure messages from XXXX informing them of my unavailability in the physical location to where the post was being sent. Despite this, TD Bank took no action to attempt to contact me by any other means, so they closed the case. I called in regarding this case upon my return on XXXX. I filed the second chargeback case and provided the chargeback dispute team with the evidence by sending a fax to the disputes team number XXXX XXXX XXXX XXXX. Upon contacting TD Bank on XXXX to inquire on the status of my dispute, I was advised it was closed I was provided with a generic explanation lacking any reasonable justification. A full explanation of the situation with XXXX XXXX : The booking cancellation and refund were requested around 1.5h hours after the booking. After I tried to contact the host on XXXX app, I was completely locked out of my XXXX account because I have no access to the email or phone on the account, I did not use XXXX for over 2 years. I had no recourse to access my account again where I made the booking. The only option to contact XXXX XXXX was over the phone. I called number XXXX XXXX. Despite operating in different countries, XXXX does NOT provide local numbers. I had to pay to make the calls Internationally to the XXXX. Despite explaining I could NO longer access my XXXX account ; the phone support was not able to assist me and unlock my account. They also refused to provide a full refund. Also, the phone support would shift the responsibility of the refund onto the host while theyre the platform receiving the funds from the customers and have the banking relationships to accept payments, its not the hosts. XXXX is fully capable of requesting these refunds from the hosts who do not want to comply, but this would hurt their business, so they instead claim the host makes the final decision. My calls on XXXX XX/XX/2023 to XXXX support lasted as follows : XXXX minutes ( unable to get through ), wait times : XXXX hour, XXXX minutes, XXXX minutes, XXXX minutes. The total time I spent contacting XXXX support over about five phone calls was close to four hours. After explaining the situation, that I could not arrive in XXXX XXXX, I was told a refund of only 70 % would be approved plus I would be liable for a non-refundable service fee, charged by XXXX. The offered refund from the payment of {$170.00} USD was only {$100.00} USD. XXXX took close to {$70.00} from me for this booking despite all my best efforts to cancel. The host did not make any preparations for my bookings as its a service apartment building/hotel. My case number with XXXX was : XXXX. I want to mention that I had to request this case number, The support did not volunteer to provide me with any record of my claim/cancellation despite knowing I can no longer access the XXXX account/app. Upon following up on this case on Monday XXXX XX/XX/, I was told the case was already closed. I was on the phone again twice for 30-40 minutes at a time. I explained my situation to multiple agents at this point. Transferred to the escalations department, I heard the same questions and answers, yet again putting all responsibility for deciding on a refund, on the host. ( please see screenshots showing the time spent on the phone to XXXX support. I proceeded to contact the XXXX XXXX XXXX, as soon as the merchant refused to assist me, on XX/XX/2023 to mediate on this matter but all of the responses from XXXX support were generic responses ( attached as evidence ). I am attaching all evidence provided to TD Bank support to resolve this case. This includes correspondence with the XXXX Host, XXXX XXXX XXXX communication with TD Bank regarding my absence from XXXX as well as the record of calls made to XXXX support and their duration. This evidence is the evidence faxed to TD Bank 's disputes department on XXXX.
Company Response:
State: FL
Zip: 33130
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Getting a loan or lease
Subissue: Problem with signing the paperwork
Consumer Complaint: In XX/XX/2020 I flew to Texas to buy a truck advertised for XXXX tobstart my business. I put XXXX cash down and when it was time to sign I was told I could not get a copy due to system issues. I had never bought a new car so had no idea this wasn't good. It took over a month to get the contract and when I did the price was bumped up over XXXX. I have tried to resolve this with the company and i had a lawyer send a letter but they never responded. I have been trying to fix this since I found out this was fraudulent but didn't know who to contact. It's almost as if I never gave them XXXX. All of my life savings.
Company Response:
State: CA
Zip: 91767
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: After filling numerous fraud disputes td bank allowed fraudsters to repeatedly gain access to my XXXX XXXX XXXX, overdraw the account and repeatedly change security notification information associated with the account. After spending hours at the branch as directed by card services, the bank was still using the false telephone # provided by the fraudsters up until I notified them on XX/XX/2023. Fraudsters changed the email address and contact phone # on XX/XX/2023, and and 3 weeks later its still wrong until I changed it. The bank would not close the account and was ready to send me a new card even though they allowed over XXXX dollars in charges that are still pending.
Company Response:
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Repossession
Subissue: Account reinstatement or redemption after repossession
Consumer Complaint: New XXXX XXXX financed with XXXX XXXX XXXX, a 84 month loan issued in XX/XX/XXXX. Made payments of $ XXXX for almost 60 months. Had XXXX XXXX XXXX in XX/XX/XXXX, XXXX XXXX for 12 months, could not return to work, with SS and Pensions ( 2 ) income could still make payments. Due to medical bills, I missed 3 payments. TD Auto Finance issued Seizure order and took car on XX/XX/XXXX. Wanted to bring loan current by paying the 3 months due in full, would not accept that, instead wanted the full balance of loan ( thru 84 months ) {$11000.00} paid to be able to redeem vehicle. TD Auto Finance refused to negotiate any offers made by me to bring loan current. TD Auto Loan account # XXXX Last six VIN # XXXX Note : In XX/XX/XXXX filed a XXXX XXXX bankruptcy, however, did not include TD Auto Finance in that filing, wanted to continue making payments directly to TD Auto Fianance.
Company Response:
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX I attempted to withdraw XXXX from a XXXX XXXX in XXXX, XXXX ( at XXXX XXXX ) the receipt shows, using my TD Bank ATM Debit card. The machine door that opens and gives the cash was faulty and began to crank and make grinding sounds as if the door was having trouble opening and was having a mechanical issue. I waited and waited, nothing happened, the door did not open, a receipt game out saying the money was deducted from my account and the screen went blank. The screen then said the machine was no longer in order. I immediately called TD bank and told them the issue. They credited my account the {$120.00}. In XXXX of XXXX, TD Bank then withdrew the amount from my card of {$120.00}. I called I emailed many times and the only response I received was the bank in the XXXX said I received the money .I didnt. I even called the XXXX XXXX in XXXX and they stated that I would have to take it up with the credit issuing bank, TD Bank. In XX/XX/XXXX I went into a TD Bank branch and filed again to get my money.nothing. I called again to file a complaint a few weeks ago and they always promise to get back with me but they NEVER do. I would like my {$120.00}. dollars returned to me. TD Bank did not do enough to resolve the issue. Thank you
Company Response:
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXXMy debit card was stolen and used at a XXXX store. The amount charged was {$1200.00}. I immediately called bank and had debit card cancelled and all credit cards cancelled. The restaurant also filed a police report. I logged into my TD Bank online banking app that evening to make sure the perpetrator did not access my checking account and steal any money from my checking account. XXXX filed a claim with TD Bank. I waited for months to hear back and they denied the claim. I received a letter on XX/XX/23 stating they denied claim. I called to ask why and was told that I need to submit a police report. On XX/XX/23 I started a new claim. Claim # XXXX. On XXXX, I received a letter stating claim was still being denied. I attached the police report, the checking account statement which showed the unauthorized charge and also my credit card statement which showed the perpetrators using my credit card at several other stores in the same shopping center at the same time. XXXXWent to branch and resubmitted all documentation along with a letter asking for an explanation for why the claim was being denied. No one responded by letter, email or phone call. XXXX I called to follow up and was told that I needed to get security footage from the place where theft took place. On XX/XX/23, I received surveillance footage of the two women responsible for stealing my wallet out of my handbag. It is visible on the surveillance tape. I also called XXXX and asked if they had security footage and no one has returned my call. XXXX called TD Bank to follow up on my claim. No one has contacted me with any info on why my claim is denied. I asked to speak to a supervisor and she said that I needed to go back to the branch and resubmit or open a new claim because my claim was " closed. '' The supervisor was going to submit a Smart Form and " escalate '' my case. She was going to personally forward all of my evidence to the fraud investigation team. She said she would need a few days and she would get back to me personally. No one has responded to me. XXXXI went to TD Branch and had them reopen my claim. Claim # XXXX
Company Response:
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have submitted endorsed promissory note to indentured trustee for Td Auto Finance, which is XXXX XXXX XXXX ( XXXX XXXX ) for the proper cancellation of debt. According to the Securities Exchanged Act, Bankruptcy Banking Act and Indentured Trustee Act, there are liable and responsible for the fraud that is happening. I have specifically requested the True Bill of Sale and proper tax filings for the charged off account held with Td Auto Finance. They provided a copy of installment contract and it does not match the payment amounts that I was charged. If the contract states my monthly payment was XXXX, why are you saying my payment was XXXX? Doesn't matter if its a XXXX dollar difference, the contract was changed after I left the dealership. and that is FRAUD. I did not sign any contract for a monthly payment amount of {$680.00}, that is not what the contract specifies. THIS IS ACTUALLY A BILLING ERROR AND MUST BE ADDRESS. WHY WERE YOU CHARGING ME A DIFFERENT MONTHLY PAYMENT AMOUNT THEN WHAT WAS AGREED IN THE CONTRACT. REFER TO THE PAYMENT HISTORY AND INSTALLMENT CONTRACT YOU SENT ME. If the account is charged off you should have filed a form with the IRS and as the debtor I should have received it, so why are you continuing to report a late payment for an account that has a XXXX monthly payment? The Right of Rescission does apply here due to legal cause because you changed the contract terms first without my permission. THE PAYMENT HISTORY LIST FUNDING ON XXXX, MAY YOU PLEASE EXPLAIN TO ME WHERE THIS FUNDING CAME FROM? DID YOU GIVE A LOAN TO XXXX XXXX, DID XXXX XXXX GIVE YOU OR LOAN, I WAS NEVER GIVEN ANY AUTO LOAN? SO WHERE IS DID THE FUNDING IN THE AMOUNT OF {$39000.00} COME FROM AND WHERE DID IT GO BECAUSE I NEVER RECEIVED ANY CHECK OR LOAN.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: TD Finance works with XXXX to provide financing for XXXX purchases. XXXX XXXX has failed to inform the consumer of an internal policy that states any payment made over {$500.00} will have an extended hold of 15 days. After a review of the disclosures provided and attached, it does not display this information. A payment I made for {$1200.00} was on hold after the funds were withdrawn from my checking account. TD received the funds but did not update the available credit.
Company Response:
State: CT
Zip: 06604
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A