Multiple times this year there has been attempted fraud on my tdbank accounts. Twice o...
GetHuman-robandli's customer service issue with AARP from April 2018
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The issue in GetHuman-robandli's own words
Multiple times this year there has been attempted fraud on my tdbank accounts. Twice on our savings using PayPal as a vehicle, and more recently repeated attempts to drain our checking accounts. After the second attempt on our savings, I removed all our money to a different bank. Then the attempts happened on our checking. I believe this was an “inside job”. As recently as last week, with all my accounts empty, fiserve who works for tdbank paid a fraudulent bill to target “on my behalf” and insisted I pay them back or be sent to collections!**I thought you’d be interested in our communication with tdbank.*Police reports, emails and multiple levels of proof have done nothing to change td policy. I need the media to caution the public.**Please let me know you got this, which is a copy of what I sent TDBank, focused on remedies.*****There have been * occasions of fraud where someone tried to steal our money this year. I now have evidence that it was perpetrated in house. Also so many incidents of incompetence that we will never use TDBank again and feel ready to warn away all current and potential customers. It is obvious to me, the many ways this could have been prevented, but apparently not of interest to TDBank to change their lax ways.**At this point after over ** hours of stress and frustration. I am insisting that I get the attention of someone with enough authority to change policy and protect customers or I will do it through the media. I also want compensation for what I’ve gone through. Please understand that I have documentation, screen shots, dates and detailed notes.**The obvious changes that need to be implemented are as follows***If PayPal electronically requests money out of an account. Have a space for the name to be entered to check that the account belongs to the person requesting the money. Right now any electronic request for money is honored with only a number needed. Numbers can be randomly generated by bots until a live one is found.**If a transaction is under $*, ie ** cents or * cents in or out of a savings account, alert the account holder by email. This occurred during * of my frauds where the thief ascertained that an account was live and whether the transaction would be noticed.**When alerting a customer about a new bill pay account, or hopefully in future about a * cent transaction, please put in a direct phone number to fraud. Right now the phone number is for general customer service.**Customer service and fraud should not have a **-** minute hold time. When your calling about fraud when you know someone is trying to steal from you, an hour wait is horrendous. So hire more agents to handle fraud.**Also, train your agents to know what they’re talking about. Examples**When I call customer service and say this is about fraud, don’t have me explain everything in detail and then announce since this is fraud I’ll transfer you.*When you promise to lock accounts, don’t let money get transferred out, or bills get paid anyway.*When you put a stop payment on a check, stop the check. This doesn’t mean find another of my accounts and pay the check out of that.**I think my husband and I were identified locally as potential marks. We are retired seniors and we had a lot of money in your bank (over ***k). *I think the culprit is someone in fraud or IT. You can identify your thief by examining who was transferring my money around on Wednesday, April *, between *:** and **:**am. I was sitting in branch with customer service person Rose, looking at my “frozen” accounts with her, online on her computer. As we were speaking thousands of dollars started being moved from one account to another. We had fraud on the line and said look what’s happening. Fraud announced it was me!! They were told that it couldn’t be me, as the accounts were frozen. I had no access. And I was sitting right there in the bank. I said repeatedly, that’s the thief, that’s the thief. There was no attempt to find out who was doing this. Who would have the power to do this except someone in fraud or IT? Or in Fiserve, who does the bill pay for TDBank.
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