Date Received: 2019-07-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XX/XX/2019 - While placing an order for a birthday gift for my son on XXXX, I discovered someone had accessed my XXXX XXXX card and used almost all of my Membership Reward points. I called XXXX, they reversed the transactions which were used to purchase XXXX gift cards. XXXX closed the compromised card and issued a new one. This is not the first time an XXXX was compromised. I logged into my TDBank account online and checked the balance. No issues. XX/XX/2019 XXXX is the payroll service used by XXXX XXXX XXXX XXXX. It withdraws payroll via debit from the company TDBank account. This occurred in the normal course of business. XX/XX/2019 I received an email from XXXX that a client paid a bill. I logged into my TDBank online. To my surprise, the account had been drained to just {$230.00}. Over {$27000.00} was missing. I assumed this was a simple mistake. Examining the check register online, I saw two massive withdrawals. I called the XXXX XXXX branch, and then immediately left the office for the branch. There, I met with XXXX XXXX, the Assistant Manager of the branch for a very long time. I arrived at the bank at approximately XXXX XXXX. At the bank, Ms. XXXX had me log into the account using an XXXX owned by the bank. We discovered that someone had created a false item labeled Payroll in the ACH transfer component of online banking. Details for each individual listed a bank account number linked to an entity with a Delaware address called XXXX. Ms. XXXX called her ACH Department and while on the phone with them, told me that it takes 2 days for a transfer, and we should be able to recover the money. The first transfer was for over {$12000.00} as I recall and made onXX/XX/19 with a transaction date of XX/XX/19, and the second was for over {$14000.00} and made on XX/XX/19 with an ACH fee date of XX/XX/19. In both cases, less than TWO BUSINESS DAYS had transpired. From past experience, and published information from TDBank, an ACH Transfer takes TWO BUSINESS DAYS, so we were in the open window to recall the funds. I asked Ms. XXXX how the money transferred without the required security questions being asked. Neither she nor the person from ACH were able to answer that question, but it was admitted to me that NO SECURITY QUESTIONS WERE ASKED. The transfers were allowed because the IP address used matched that used for prior transfers. Working with Ms. XXXX, she completed the requisite forms to recall the ACH transfers. Meanwhile, I called XXXX with my cellphone. I spoke to someone at XXXX, identified the accounts receiving the money, had a hold placed on the accounts. Upon completion of the ACH recall forms ( INCLUDED HEREIN ), Ms. XXXX faxed these to XXXX. It is important to note that XXXX uses Visa cash cards as its deposit vehicles. When calling them, if you hit 0 with the automated attendant, youre given three choices : Option 1 If youre law enforcement calling about a subpoena. ; Option 2 If youre a bank calling to question a transfer to a XXXX cash card ; Option 3 If youre a bank calling to question an ACH transfer In addition, the only mailing address listed for XXXX is one for the delivery of summonses and subpoenas. I departed the bank and went to the XXXX XXXX Police Department and met with Detective XXXX XXXX and filed a complaint. It is case # XXXX. XX/XX/2019Running anti-virus and malware scans of all computers and systems, nothing was found. I then ran my Chrome history. OnXX/XX/19, not only had someone used up my XXXX XXXX XXXX points, but an attempt was made to obtain new XXXX XXXX XXXX. The intruders were unable to do so. ( I spoke to XXXX on XX/XX/19 again regarding this. They were unable to obtain new cards because they were unable to answer the security questions. NOTE : SECURITY QUESTIONS ARE NOT KEPT ANYWHERE BUT IN MY HEAD. THIS PROVIDES FURTHER PROOF THAT TDBANK TRANSFERRED FUNDS WITHOUT SECURITY QUESTIONS BEING ASKED. ) In addition, I found evidence that on XX/XX/2019, someone ran a program in our computers designed to find my IP address. If you research the subject, anyone can copy an IP address. Log into a wireless router that they own like a XXXX or XXXX, enter a copied IP address, save it, and that remote computer shows up as the same computer from which the data was stolen. I returned to TDBank XXXX XXXX and brought all of this information to Ms. XXXX. While there, Officer XXXX showed up, and we had a frank discussion with Ms. XXXX. Detective XXXX doesnt understand how TDBank allowed the money to go through without the asking of security questions. Ms. XXXX affirmed she didnt know how either. ( NOTE I HAVE SPOKEN SEVERAL TIMES WITH MR. XXXX INDLUDING ON XX/XX/2019. HE HAS STILL NOT HEARD BACK FROM THE SECURITY OFFICER DESPITE MULTIPLE ATTEMPTS TO REACH THIS PERSON. ) XX/XX/2019 XXXX XXXX from the TDBank XXXX XXXX branch called me. I had to go to the bank and sign two new ACH forms, one for the full amount of each transfer. Ms. XXXX told me that Ms. XXXX of the bank told her this had to be done. XX/XX/2019, XXXX XXXX. Voicemail left by XXXX XXXX, Vice President of TDBank, former manager of the XXXX XXXX branch. Ms. XXXX stated that she knows me, is involved, and will do whatever is needed to make this right and that I will be made whole. Multiple calls to Ms. XXXX and Ms. XXXX ensue XX/XX/2019Spoke with XXXX XXXX. He agrees with my position in all of this. TDBank fraud department is not getting back to him. XX/XX/2019 I called the fraud department of TDBank. They told me that it is my responsibility to call my payroll company and have them get my money back. We were unable to get the money back and your payroll company is now responsible. I told the person on the line that that is utter nonsense. I explained AGAIN that these were false payrolls. My true payroll company debits the account once per week. I was essentially blown off and the fraud department at TDBank was utterly clueless that someone had illegally accessed my account and created a false payroll using TDBanks software. I went to the XXXX XXXX branch and met with the manager, XXXX. I reviewed all of this. Complained. Handed her a second demand letter. ( Enclosed. ) XXXX faxed the letter to Ms. XXXX. XX/XX/2019 Emails to XXXX XXXX regarding info provided me. XX/XX/2019- Around XXXX XXXX, Ms. XXXX called me. She said the bank rejected my claim. The reasoning is that it is my responsibility to maintain protection ( which I do ) per the business banking agreement. I explained to Ms. XXXX that I have evidence that the security question is asked and that supports the fact that TDBank did not ask any security questions. She asked me to send this information to her, which I did via email. She is attempting to get the bank to change its mind about declining my claim. - Problem with TDBank position. There is no definition of adequate security I inherited the affected bank account as it came with my purchase of the business The late XXXX XXXX or former employee XXXX XXXX would have signed any banking agreements. All I ever signed was a signature card for the bank. The new TDBank account issued me has a banking agreement. NOTE : MY BROWSING HISTORY DOESNT INDICATE THAT THERE WAS ANY LOG-IN FROM MY COMPUTER ( S ) ON XX/XX/XXXX, THE DAYS WHEN THE ACH TRANSERS WERE MADE. XX/XX/2019 Email to XXXX XXXX, XX/XX/XXXXXXXX. He called me back to discuss my email. He opined that the fact that there was no evidence of malware or virus detected that someone could have entered my office and run the programs. I expressed doubt but told him that XX/XX/XXXX has keys to all offices. XX/XX/2019 Email to XXXX after having discussed his theory with my wife. My server is located apart from the office in a separate room and an unknown quantity of people have access. Also, you can get into my office by sliding a credit card down the door jam. XX/XX/2019 At the advice of friend, used XXXX to post my TD Bank dilemma. They reached out to me almost immediately. XX/XX/2019 Received texts from XXXX XXXX denying my claims again. Also, told that their legal department was now handling it due to their commitment made via XXXX. Received a letter from the bank dated XX/XX/2019 denying my ACH reversals with no reason given. Received a TDBank statement charging for the ACH transfers and showing that they occurred within 24 hours At XXXX XXXX, I returned a call to Officer XXXX XXXX of the XXXX XXXX Police Detective Bureau. He indicated he spoke with an XXXX XXXX at TDBank. XXXX is the head of security at TD. According to Officer XXXX, he read her my statement and his investigative materials, specifically that TD Bank failed to follow its own security protocols in letting this money through. He will make a copy of his report available. XX/XX/2019 Officer XXXX gave me a progress report. First, the payroll created in my TD Bank account consisted of seven people, all of whom were true persons but whose identities had in fact been reported as stolen. Second, all of the XXXX cards that received funds from my account were being used in the XXXX, Colorado area at XXXX and XX/XX/XXXXXXXX ATMs and XXXX XXXX grocers. Officer XXXX had obtained via search warrant the video tapes but these were encrypted. By XX/XX/XXXX, he expects to have unencrypted videos. However, they were able to obtain a photo of the male from the videos. He is working with law enforcement in Colorado. He also stated there are similarities with other cases and made mention of an elderly community in Florida that this individual seems to have attacked. Officer XXXX has proof that the accounts were accessed illegally.
Company Response:
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I've tried to open a checking account at a local XXXX but the associate mentioned he was not able due to a popup error about a block requested by TD Bank. I don't remember having any issued with TD Bank while having this account in 2016.
Company Response:
State: FL
Zip: 33133
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Lost or stolen money order
Subissue:
Consumer Complaint: My XXXX XXXX money order was stolen, fraudulently altered and forged by a TD Bank customer, who then deposited the money order into its TD Bank account through TD 's ATM machine. TD Bank, as the XXXX XXXX XXXX XXXX, was not authorized to clear this stolen money, and is legally liable to reimburse me for my loss, {$180.00}. TD Bank sent a letter to XXXX XXXX denying my request for reimbursement on XX/XX/XXXX despite its own letter stating : " If an item contains both an unauthorized signature of the account holder or purchaser and an alteration it is deemed to be a forgery and the drawee/payor bank is liable ''. TD Bank is the BOFD/drawee/payor bank! In follow up, I received a letter from TD Bank dated XX/XX/XXXX asking me to re-submit to TD Bank my claim in the format it needed ( altered payee only ) even though the money order had been both altered and forged, and assured it will refund my money. Throughout numerous conversations with TD Bank 's XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX ) I was assured TD Bank will reimburse me once it received the new submittal from XXXX XXXX, but repeatedly lied and claimed they never received the form from XXXX XXXX. XXXX XXXX, through my CFPB complaint, responded it had in fact furnished TD Bank TWICE with the newly submitted claim form ( for altered payee ) back in XX/XX/XXXX, to which TD Bank repeatedly lied and claimed it never received. I intend to sue TD bank in Small Claims Court for my loss, and am at a loss to understand their scheme to cause intentional harm and defraud me out of my right to reimbursement.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Hello I requested a 2 month extension 12 months ago ( XXXX ) and was told I can request again this year. I told after XXXX XXXX XXXX payment posted I could request 2 month extension. On the call I told representative that I need it for repayment of state taxes. I was told the manager will only approved 1 month. I was told that taxes doesnt qualify, but was what I advised them same issue last year when requested 2 month extension XXXX. I asked for supervisor XXXX told me there policy never changed its one for natural disasters to get the extension. The supervisor said she was the manager when I asked for a manager. Also stated also was no manager on the floor, but she was the manager. I asked her to review last year call and she refused said can not speak for the other representative but she is supervisor and manager. she told me taxes doesnt qualify because we all pay taxes. I feel was treated unfairly and believe that are offering or giving extensions bae on their own personal decisions. I did get 1 month extension only. I was piput back on phone with XXXX the original rep what told me u can only pay with debit card, when last year I paid online with check. I believe they are participating unfair workflow. I understand extensions are a courtesy but they need to be consistent on their policies. I would like my account to be reviewed from last year extension and this year. Also should be reviewed.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: During XX/XX/XXXX joint checking accounts held by my ( late ) Father and me were compromised by a home healthcare worker. She fraudulently gained access to the accounts and obtained a debit card while my Father was dependent and suffering from XXXX. XXXX debit card transactions were executed in 20 months valued at {$57.00}, XXXX. No receipts have ever been produced for this activity. In addition, the homecare worker forged my Fathers name to at least 48 checks identified as forged by a nationally recognized handwriting expert. An account valued at {$270000.00} was overdrawn in 15 months due to debit card conversion and forged checks. Statement delivery to the account owners during this period was prevented by mail interception and password changes to online access. Further, the conservator refused to turn over the bank statements preventing discovery. Fraudulent activity was discovered after statements were subpoenaed in XX/XX/XXXX. Bank was notified in XX/XX/XXXXand has thus far refused to acknowledge any role in enabling the forgery and fraudulent debit card activity. TD Bank is responsible for granting access to the account to a person with a history of writing bad checks off TD Bank without proper legal documentation. They failed to identify obvious check forgery and failed to notify the account holder when the velocity and amount of transactions exploded. The fraudulent activity was reported soon after it was discovered yet TD Bank has refused to acknowledge their responsibility sighting OCC rules regarding reporting forgery and debit card fraud. Contemporaneous reporting was impossible because of the suppression of the statements by the guilty. Further, the primary account holder was elderly, lived in a dependent state and suffered from XXXX making it impossible to review and report the activity.
Company Response:
State: GA
Zip: 31404
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Bank : TD Credit card : TD CASH, VISA My interest Rate is at 25.24 % and I've been paying my bill on time for the past 6 months. I called in and was unable to get it lowered. Judging by my credit cart payments my creditworthiness should not fit into that third bracket of 25.24 % When I called customer support at XXXX XXXX XXXX XXXX. I was told that rate is based off of my creditworthiness, but my creditworthiness is good based off of my payments. They never told me what the Prime Rates for the card is so I was left with little help.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: While on vacation in XXXX during XX/XX/XXXX a vendor that my wife and I bought a 80 purchase from. While there the vendor still had a hand held device that was used to read card only no screens or info showed.The vendor when we left tried to access a transaction through my card 3 times. XXXX that Td bank stopped. XXXX that td bank put through and the next day XXXX that td bank stopped. On the XXXX when I got to the resort and checked my account cause family that was with us got hit for fraud for XXXX and there bank stopped it I called my bank in USA and had my branch stop my cards.myself and branCh managers filed 3 complaints for obvious fraud and all were denied. There was obvious fraud 3 times 2 in which TD bank stopped. Bank managers were even dumbfounded.
Company Response:
State: RI
Zip: 02919
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XXXX. On XX/XX/2019, I applied for and was subsequently approved for XXXX Premier Checking account ending in XXXX in response to a mail promotional offer of {$300.00} ( there was link on the letter as well as instructions how to get the bonus. Here is the link https : //www.td.com/us/en/personal-banking/checking-accounts/ ). The terms and conditions state that Earn {$300.00} when you receive direct deposits of {$2500.00} or more within 90 days of opening your account. 2. By the end of XXXX, I met all requirements of the Offer ( I had direct deposits of more than {$4000.00} coming into my checking account ). 3. By XX/XX/2019 when it has been more than 90 days since opening the account, the bonus did not post. I contacted customer service for assistance and was advised by the a male specialist that an internal message had been forward to the marketing team to investigate my case. After verifying my successful direct deposit, the male specialist asked me to call again in the next few days to follow up. 4. On XX/XX/2019, no bonus posted, no reply yet. I contacted the customer service again and spoke to a female specialist, she first verified my eligibility to get the bonus, and suggested me to wait for some additional time. After hearing that I called the other day on XX/XX/XXXX, she looked up my account and found a response from the marketing team. The marketing team says that I used a wrong link to apply and therefore I am not eligible to receive the bonus. Unhappy with the reply, I asked to be transfer to a supervisor, the supervisor didn't do much investigations and just made up some policy saying I am not eligible. ( These policies were targeted at my special case, not mentioned in the terms and conditions ).
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I went to a used car dealership on XX/XX/2019 at XXXX XXXX XXXX in XXXX XXXX to test out a XXXX on their lot. Met the salesman, test drove it and I loved it. After three hours of negotiating a contract I was able to get the deal and price I wanted. I signed numerous papers and was told my car would be ready in two days so they could detail it. Two days later I get a call from the manager telling me the car has numerous leaks and they wont sell it to me now, and that its being put up for auction. I told him my family member is a mechanic and Id like to have him look at it, knowing this already seemed fishy. He told me no and that their reputation stands by it. He said I can look at other cars on the lot and get one of those, I told him no, the Jeep was what I wanted and came for and that they should honor my contract or terminate it. He terminated it. Found out he sold the XXXX to another person. Now, I have all these inquiries on my credit report that I can't get a loan approved for it. Many of these inquiries I didn't authorize.
Company Response:
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I purchased 2 money orders in XX/XX/XXXX. one of the amount {$450.00} and the other of {$1600.00} from XXXX cashier and placed them in a mail box. Both money orders was stolen and altered. I did everything in my end to receive my money back. I made a police report and did everything in my end with XXXX cashier to get refunded back. I received my money back for the amount {$450.00} a few weeks ago from XXXX Cashier. On XX/XX/XXXX I received a letter from XXXX that was sent by XXXX XXXX from the XXXX XXXX XXXX XXXX that my claim was denied because they claim there was no proof of alteration. Since that day I have been reaching out to XXXX via email. I sent her an email to please consider reviewing my case again and sent her 11 attachments of my documents just in case there was something that wasn't sent by XXXX. I not yet to receive and response email back by XXXX in regards to this matter. I am going on a 1 year dealing with this situation. I work hard for my money and gave up {$1600.00} quickly to XXXX and to be refunded this money back has been XXXX and has caused myself and family a hardship and an enormous amount of stressed.
Company Response:
State: NY
Zip: 10456
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A