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As much as I don't like LTT, this video is interesting on cell hijacking
https://m.youtube.com/watch?v=wVyu7NB7W6Y
I left Tangerine once they started to force SMS 2fa and fought hard to avoid it. Wealthsimple has support for authenticator 2FA which is nice. I looked a year or so ago and I couldn't find another bank that doesn't force SMS 2fa
Vancity has OTP 2FA as an alternative, I think they added that sometime last year which I really appreciate.
https://www.courts.ns.ca/courts/small-claims-court
Provincial Small Claims Court should be the appropriate avenue for this person to get restitution. This is different than a scam, where the person is fooled into approving a request, banks have more reason to say its the victim's responsibility, but here the money disappeared with no action on the victim's part.
Unless TD can prove that it was something the customer did that allowed their money to leave their account that way and the customer can show they weren't negligent either, and had tried to follow all internal steps to resolution as soon as he noticed, he should have a decent case to argue. I think in this particular case I'd get a lawyer to keep TD from weaseling out on their technical excuses.