Linnea Stamp says somebody made about 30 withdrawals from her savings account totaling nearly $12,000. But she didn't spot the bogus transactions for months because she didn't use the savings account for daily banking.
Stamps says she asked TD Canada Trust to investigate, but the bank quickly dropped the fraud investigation after it learned she had shared her PIN with her boyfriend.
"I shared my PIN and that's the way they can wipe their hands of it. I don't know a lot of people who don't share the PIN with at least their spouse.
Stamp also claims a photograph taken at one ATM shows the culprit is not her boyfriend, but the bank still rejected her fraud claim.
They don't want to get to the bottom of the fraud," she says.
"The minute they hand you that card with that chip on it, you're agreeing to those terms, and the minute you breach that, your card isn't safe, meaning, anything that happens to it, they're not accountable"
No way to determine fraud, says bank
TD Spokesperson Jeff Meerman says he can't talk about specifics of the case, but notes there is no way for the bank to determine if a withdrawal was a fraudulent act if somebody has willingly shared their PIN with others.
"If somebody has willingly shared their PIN with others, there is no way for us to determine whether that was a fraudulent act on behalf of the account holder," says Meerman.
Meerman says if Stamp or any other customer isn't satisfied with an investigation, they can appeal to the bank's ombudsman, and if that doesn't work there's also a national ombudsman.