February 5, 2020
TD Statement
Protecting customers from fraud is a shared responsibility. Customers have obligations that are
outlined in our agreements, including taking reasonable steps to safeguard their debit and credit
cards, and keeping personal identification numbers and passwords confidential, among other
requirements. In addition, customers should notify TD immediately when fraud is suspected so
we can protect them and their accounts.
TD's fraud investigations are conducted in compliance with federal regulations and regulatory
expectations, which includes adherence to the FCAC’s Canadian Code of Practice for
Consumer Debit Card Services. When a customer reports suspicious activity, we investigate
each case individually to determine cause and liability. Nearly all customers who have their
fraud claims reviewed by TD end up being reimbursed. Of the very small percentage of
customers who feel their fraud claim has not been handled to their satisfaction, TD has a
comprehensive customer resolution process in place to appeal.
Erin Sufrin I Senior Manager I Corporate & Public Affairs I TD Bank Group