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Your TD Access Card fraud claim has been submitted

The following information and resources will help you with next steps.

Next steps

Now that you've spoken with a TD representative, a claim has been initiated on your behalf. The investigation may take up to 10 business days to complete. We will advise you of the decision by text message or email based on the choice you made. If multiple claims have been submitted, you may receive more than one claim decision notification.

Your TD Access Card is now closed and cannot be re-opened or used for any transactions or at an ATM. Other services attached to your TD Access Card such as EasyLine Telephone Banking, and EasyWeb Online Banking will need to be updated with your new TD Access Card number.

If you opted to have your new TD Access Card delivered via Canada Post, it will arrive in 5-7 business days. If you cannot wait for a new TD Access Card, please visit a TD branch. Remember to bring 2 pieces of valid identification (one piece with a photo).

To learn more about unauthorized transactions and your responsibilities, please refer to the personal and business agreements governing the use of your accounts and TD Access Cards.

Replacing your TD Credit Card

 

Once you've received your new TD Credit Card, here are some things to consider:

    • PIN assignment
      The PIN assigned to your old TD Access Card will automatically be transferred to your new card. You can change it by visiting a TD Green Machine ATM or a TD branch.
    • Bill payments
      Your EasyWeb and TD app bill payments will remain the same once your new TD Access Card has been issued; no action is required.
    • Online passwords
      Setup EasyWeb Online Banking or TD app by calling EasyLine at 1-866-222-3456 or visiting a branch.
    • Pre-authorized debits
      If you have pre-authorized debits set up to automatically charge your TD Access Card, you'll need to notify each Merchant and update them with your new TD Access Card number2. If your pre-authorized debits charge to your bank account, no action is required.
    • Apple Pay
      The ability to make payments using Apple Pay is suspended until your new TD Access Card is activated; you may need to add or update your device with the new TD Access Card number1.
    • Telephone banking
      Setup EasyLine Telephone Banking by calling 1-866-222-3456 or visiting a branch.

Temporary credit

 

In some instances, we may provide you with a temporary credit after your claim is opened.

  1. Timing
    This temporary credit could be reversed depending on the outcome of the investigation, up to 60 days after the submission of your claim.

  2. Temporary credit reversal
    This temporary credit may be reversed and withdrawn from your account if your claim or transaction is declined, or if we determine that you authorized the transaction, or if you have already been reimbursed by the Merchant.

When additional information is required

 

We may contact you by email, text message, mail, or phone if additional information is required.

It is important that you call us back promptly as we have a limited amount of time to continue the claim on your behalf. If you do not respond in time, we may have to reverse and withdraw any temporary credits issued to you and close the claim.

Fraud protection tips

  1. Understand your responsibilities as a personal or business cardholder.

  2. Keep your account information, cheques, TD Access Card, TD Credit Card, PIN, and online banking passwords confidential.

  3. Change your PIN frequently and shield your PIN when entering it.

  4. Review your statements regularly.

  5. Contact us as soon as possible if you don't recognize a transaction.

  6. Always be wary of any caller or message asking for your personal information over the phone, or if action is demanded on your part in a very short timeframe.

  7. Sign up for TD Fraud Alerts if you are a TD customer. Get texts that notify you if we detect suspicious activity made on accounts that are linked to the service.3

  8. Get educated about common fraud scams. The Canadian Anti-Fraud Centre is a great resource to get information to help you avoid scams.

Stay informed and protected

  • TD Fraud Alerts

    Receive instant text messages notifying you if we detect suspicious activity on your TD Credit Card.3

    Learn more

  • TD MySpend

    Get real-time transaction notifications that can help you keep track of spending.3

    Learn more

  • Digital Tutorials

    Make the most of your online and mobile banking experience.

    Learn more

Legal

Apple, the Apple logo, iPad, and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries. Apple Pay is a service mark of Apple Inc.

1 Apple Pay is not available for business banking customers.

2 Business banking customers can set up pre-authorized debits on a bank account only, not TD Access Card.

3 TD MySpend and TD Access Card Fraud Alerts are not available for business banking customers.