Date Received: 2021-04-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking and savings account with TD Bank to take advantage of their promotional bonus for opening a new account and try a different bank to see if I liked them better then the one I had. I deposited the correct amount of money into a checking account and a savings account from another bank account I had. After the 140 days passed that I was supposed to receive the promotion I did not get it. I contacted them through their secure messages feature. They told me I was ineligble for the checking account because my deposit was not a direct deposit. They told me I was ineligble for the savings account bonus because I did not receive their mailer advertisement. I didn't see in the fine print anywhere that I needed to receive their mailer ad. I don't know how I would have known that. It should have been disclosed to me up front and it wasn't. I tried to resolve the situation with their phone customer service and they blew me off and said they couldn't verify my account/identity. There was no problem verifying my identity when it was time to open the account or deposit my money. Only when I tried to get them to honor their word. I opened the account XX/XX/XXXX. Below is the exchange I had with customer service on their secure messages. It also explains some of the details of the promotion better then I did earlier because I am still upset. " Thank you for contacting us in regard to your promotional inquiry. First, we would like to apologize for any confusion or frustration which was caused in regard to your promotional bonus credit. At this time, we have been informed that your TD Simple Savings account did not qualify for the promotional bonus due to ineligibility for the promotional offer at the time of your account opening. At the time that this account was opened, the promotional offer which was being offered was our Direct Mailer promotion. Our Promotions Team has informed us that a Direct Mailer was notmailed to the account holder. If a direct mailer was mailed and the account was opened via the promotional website, the bonus credit would have been applied. We do apologize, as since a direct mailer was not received, this account does not qualify at this time. We do apologize for any inconvenience or confusion. If you have more questions about this, or if there's anything else we can do for you, send us a secure message or call XXXX to speak with a Customer Service Representative '' Sent : XX/XX/XXXX XXXX XXXX Explain to me why I do not qualify for the {$200.00} bonus on the savings account. It did not say anything about direct deposit. Thank you. Thank you for contacting us about a promotional bonus. The offer was available to new personal checking Customers who do not have an existing or prior personal checking account at TD Bank, open their account online via www.tdbank.com and complete the required qualifying criteria. Here are the requirements for each bonus : Earn {$300.00} when you : -Open a TD Beyond Checking Account -Receive at least {$2500.00} in qualifying direct deposit funds within the first 90 days of account opening. Earn {$200.00} when you : -Open a TD Preferred Savings, TD Simple Savings or TD Money Market Account. ( IRA 's and CD 's are excluded ) -Fund the account with {$20000.00} or more with new money within the first 20 days of account opening -Maintain a minimum daily balance of {$20000.00} for at least 90 days from the date the deposit requirement is met Qualifying direct deposits are recurring electronic deposits of your paycheck, pension or government benefits ( such as Social Security ) from your Employer or the Government. Person-to-Person and bank transfers between your TD Bank accounts or accounts you have at other financial institutions or brokerages do not qualify. Payment received for goods sold do not qualify. This information was reflected prior to selecting the type of account. Upon review, we see the opening bonuses for these accounts were person to person payments from XXXX XXXX. These deposits do not qualify as direct deposits as mentioned above. As a result, this account would not be eligible for the promotional bonus. We apologize for any inconvenience. If you have more questions about this, or if there's anything else we can do for you, send us a secure message or call XXXX to speak with a Customer Service Representative, 24 hours a day, 7 days a week. Sent : XX/XX/XXXX XXXX XXXX I have met these requirements. So I ask again, when will the promotion be credited to my account? Thank you. -- -- -- -- -- -- -- -- Thank you for contacting us about a recent incentive offer. We appreciate the time you have taken out of your day to reach out to us. Account ( s ) must remain open, active, in good standing and in the same product type until payout to receive the bonus This offer is only available to new to Personal Checking and Savings Customers who open an account online through the qualifying promotional websites. If the account is not opened through the qualifying promotional website the account is not eligible for the offer. Opening an account through td.com does not qualify. New to Checking and Savings is defined has having no current or prior checking, savings or money market account relationship within the preceding 12 months. You can earn up to {$500.00} with a combination of the below offers : Open a TD Beyond Checking account and earn {$300.00} when they receive direct deposits totaling {$2500.00} or more within 60 days of account opening OR Open a TD Convenience Checking account and earn {$150.00} when they receive direct deposits totaling {$500.00} or more within 60 days of account opening, AND/OR Open a TD Beyond or Simple Savings account and earn {$200.00} when you deposit {$20000.00} or more in new money within 20 days and maintain a balance of at least {$20000.00} for 90 days Once the account has been opened and the offer criteria have been met, the bonus will be credited to the new personal checking and/or savings account no later than 140 days from account opening. Checking and savings accounts may be paid at different times.
Company Response:
State: PA
Zip: 16335
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021, I received a phone call from XXXX recognized the number as TD Bank XXXX and quickly did a XXXX search to validate. The caller identified themselves as a TD Bank employee calling from the Fraud Department, and stated they had flagged a {$620.00} charge from XXXX. I replied that the charge was fraudulent. The caller advised that there were additional transactions they wanted to verify. They provided a series of dollar amounts that were initiated via bank transfer to an account held by XXXX XXXX in XXXX Texas. I responded that I had no knowledge of these transfers or the individual. Over the course of the conversation the caller referenced my bank account number, home address and phone number. The caller also mentioned by name an individual that I had sent funds to via XXXX over a year prior. They advised I contact this individual to ensure there was no fraudulent activity on their account. This was the one and only time I had used XXXX in the past. They also asked that I provide my 4-digit phone code so they could validate my account to reverse the funds transfers. I provided this code as requested. I was not suspicious, as they called from TD Bank 's phone number, had all of my account information, and gave me no had no reason to doubt I was speaking to a TD Bank employee. The caller advised that as my account had been compromised they would forward all of the details along for investigation. In order to halt the transfers they asked me to validate my account user name. I provided my user name. It did not raise any red flags for me as they weren't asking for my password. They also advised they would need me to respond to a " Y '' or " N '' text message to reverse the funds transfers that had been initiated fraudulently. They talked through each transfer with me, and I received a subsequent text message for each that appeared to be from TD Bank. There was a contact number on the text message which I quickly Googled, and found associated with the TD Bank website. My husband had previously received " Y '' or " N '' text messages from TD Bank, so it did not seem unusual to me. I assumed I received a call because of the high cost and number of fraudulent transfers. I replied to the text messages, with the intent of authorizing reversal of the transfers. The caller confirmed they had canceled my debit card, and asked for confirmation when I would be available the next day to sign for a replacement debit card. They advised it would deliver between XXXX, and that I would have to sign for receipt. The following morning, XX/XX/2021, the debit card did not arrive. I called TD Bank at the same number referenced above, and spoke to a bank employee. I explained that I was uneasy as the card had not arrived, and wanted to ensure the charges had been reversed as discussed, I also wanted to confirm I had actually spoken to a TD Bank employee. The bank employee stated that the rep had " forgotten '' to order my new card, so he would do so for me. He told me the account had been " hot-carded '', but gave me no indication that I was dealing with a scammer the previous day. After ending the call, I still felt uneasy so I decided to call my local branch to validate that the charges had been reversed. They repeated that my account had been hot-carded. I asked if I should close my account and they told me it wasn't necessary. They then placed me on hold so they could talk to their manager. They came back on the line and told me to come into the branch. I went into the branch and explained the entire situation. I showed the TD Bank employee XXXX XXXX XXXX the text messages as well. She advised that we had been targeted by a known scam. She insinuated that I must have provided my account number, which was not accurate. She walked me through closing my account, and opening a new account. I asked again if the transfers had been reversed. I was told that I could not take any action until the charges cleared. The following morning, XX/XX/2021, all of the charges that had been discussed with the original caller hit my account, with an additional {$2400.00} charge that was never discussed, and which I never authorized via fraudulent pretenses by text. The total of the fraudulent transfers was {$6100.00}. I went back to my local branch, met with XXXX, and disputed the charges. I offered to provide the text messages, but XXXX chose not to include them in the dispute. She advised that the funds would be returned to our account in 7-10 days. This same day I received confirmation emails that were manipulated to appear as official correspondence from TD Bank from the email address XXXX. I received a letter in the mail from TD Bank dated XX/XX/2021, stating that my dispute had been denied as I had authorized the transfers. This was surprising as I had sent the texts under false pretenses, and I never sent any texts authorizing the additional {$2400.00} that was transferred out of my account. The caller was convincing and possessed detailed account information. As soon as I became suspicious I took immediate action to call the bank, and received a subpar response. The first bank employee did not indicate that I had been the victim of a scam. I was proactive in reaching out directly to the branch, and it was only then that the situation became clear. I acted swiftly and proactively to dispute the charges and protect my account. After receiving the denial I returned to the branch and spoke to XXXX. She made a phone call and advised that my request was denied because I had to provide a police report. I subsequently went to the XXXX Police Department and filed a report. Once the report was available, I returned to the local branch and was told XXXX was no longer employed by TD Bank, but someone else could assist me. I provided him with the police report and all of the documentation that had previously been offered to include with my earlier dispute. I provided screenshots of the text messages and the phony confirmation emails. I received another letter in the mail dated XX/XX/2021, denying my claim as the " transactions were authorized by the account holder ''. I spoke with the same bank employee who advised security had reviewed my claim and determined that I had knowingly authorized the transfers. I disputed this fact, and pointed out that I had never even received a fraudulent text for {$2400.00}, so I had not provided authorization under false pretenses. I asked him to initiate another dispute, and again received a letter dated XXXXXX/XX/XXXX that my dispute was declined as the " transfers were authorized by the account holder ''. I have exhausted my options in attempting to resolve this with TD Bank. I was very clearly the victim of a scam, that the bank admitted they have prior knowledge of. I took immediate action to cancel the fraudulent activity and protect my account. The company made me file a police report, yet never had any intention of approving my claim. They have provided the same inaccurate response to each dispute, that I had 'authorized the transfers. '' I have banked with TD for over a decade, and I am shocked that in the midst of a pandemic they would treat a customer that had clearly been victimized so poorly. I am requesting your assistance in resolving this matter and would be happy to provide any additional information that is required.
Company Response:
State: NJ
Zip: 08085
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was being serviced by TD Bank when we decided to refinance. We closed on our refinance on XX/XX/2021. Our XXXX mortgage payment did not go through prior to the refinance and so there was an overpayment amount, in addition to the escrow balance owed back to us By TD Bank. I called to inquire about the money they owed us mid-XXXX. They allegedly cut a check XX/XX/XXXX in the amount of $ XXXXish. I don't have the exact amount. Well, it never reached our door even though I've received THREE other mailers from them. I called today to ask about them resending another check. I asked if I could pick it up at a local branch or if it could be mailed priority. ANYTHING. They were unmoved. They told me it would take 5-10 business days just to cancel the check. Then it would take another 10 business days to CUT a new check. Then it could take up to 30 business days for us to RECEIVE the check. That is about 8 weeks from now. When we should've received the check over a month ago. This is unacceptable. The timeline for the receipt of a check. RIDICULOUS. They are withholding my money on a timeline that suits them with complete disregard for the consumers they adversely impact.
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Please see attached document about terms and conditions with my TDBank Credit Card. I only enroll in credit cards that have a 0 % interest intro offer. This bank TDBank, according to the attachment, said I had zero interest for 6 months. It erroneously charged me {$7.00} interest in the first month. I think this credit card company is pulling a scam by sending out numerous amounts of terms and conditions letters. One to get you to sign up and then others to change the rates.
Company Response:
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have contacted Nordstrom, at least 3 times, in efforts of resolving issues with payments that are made on my account. In XXXX, I called and was told that payments were being held on my account because my account was new, which is totally not the case. This account with them has been open since XXXX and I have had the same bank account since XXXX, none the less, my payments being on hold because they feel like it is unacceptable. I contacted Nordstrom again today and spoke to XXXX in California. I have made 3 payments to offsets charges on my card, one for XXXX, one for XXXX and one for XXXX, all made in store and 2 with cash. All payments are on hold. This is ridiculous. In addition there is a credit of XXXX on my account that is just sitting and instead of Nordstrom adjusting the bill PRIOR to reporting it to the credit bureaus, they report a high balance which effects my utilization which is simply inaccurate reporting according to the FCRA. This is by far THE WORSE department store card that I have.
Company Response:
State: MI
Zip: 48219
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I do the vast majority of my bill paying online through my checking account with TD Bank. I can log into my account usually without much difficulty. But over the past year, I have had several occasions on which I was unable to get into the bill pay section. When I click the Bill Pay tab, I repeatedly get a message that says " Task Incomplete. Hmmm, something didn't work that time. You can go back and try again, because this was probably just a temporary glitch. You can also retrun to the home screen or send us a message. '' Except you CAN'T return to the home screen. If you hit the back button from the error message page, you get a confirm resubmission message that doesn't let you resubmit! And going back and trying again doesn't work. The same Task Incomplete message keeps coming back up. As I said, this has happened repeatedly. It happened several times last week, yesterday and again today. I have repeatedly tried reporting this issue to TD Bank. It has only gotten worse. I deal with several websites, including financial institutions and retailers with financial elements to their online presence. None of them seem to have the difficulty letting me control my transactions and my money that TD has. America 's most convenient bank? Hardly!
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I am resubmitting my complaint against TD Bank NA for non-compliance and no lien release of my XXXX XXXX XXXX. The loan was paid off in XXXX in full minus late fees. At this time, as of XX/XX/XXXX, I was told to email title with request to receive a lien release. At that time I received the lien release, which was notarized, but all information was incorrect. I was told to resend it for correct info, but when I received the 2nd lien release, which was notarized and the information was still incorrect misspelling my name again. Both lien releases had the correct VIN #, incorrect name of the car along with my name still misspelled. It was spelled as XXXX and not XXXX. The letterhead also had a non-working telephone number so I was unable to contact them. I have been playing phone tag with the bank after the last lien release to correct this issue with no satisfaction. When I finally got through I was told I would receive the corrected lien release within 3-5 business days. The 5th business day came and went without lien release. I was contacted by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I Customer Experience Advocat ) to assist with this issue. XXXX requested that I email the 2 lien releases with the car title. Firstly, she gave me the incorrect email address. She contacted me on Monday XX/XX/XXXX by phone after I left her 3 messages on her voice mail prior. XXXX was to send me an email confirming receipt of information. Again she contacted me with her correct email address which was different from the one she originally gave me stating she never received my email. She stated to me that there is no record on my file/loan that these letters were ever sent. At that point I re-emailed the 2 lien release letters & title to the correct email address to which she replied confirming receipt and that she would contact me after it was reviewed and investigated. 2 days later we received an email from you Consumerfinance.gov stating that the complaint was closed whereas XXXX stated she never received my information that I emailed her. This is untrue since I am I possession of this email and will upload it with this complaint. I am tired of being jerked around by this bank. If I was told from day one to pay for the late charges I would have done so but if the late charges were part of my loans why was not by automobile repossessed as part of loan. It is 5 years later I still am in possession of the car with no threats of repossession. These lien releases were notarized by TD Bank XXXX XXXX. The car is to be donated to XXXX XXXX XXXX and I am paying insurance on this car for which I should not be paying. At this time I am paying more insurance and I am unable to donate it since TD Bank NA is unresponsive. When discussing this matter on the phone with the bank, they explained that in order to send a lien release late charges must be paid. At that time I explained that I already had these lien releases and why did they not appear on my account. Now at this time, between all this frustration, stress, and aggravation I dont feel I should have to pay these late fees as this was ever explained or correspondence sent regarding this issue. Who will reimburse me for the increased auto insurance? Where I live XXXX XXXX XXXX I am unable to leave my car parked without plates. This bank is leaving me no opportunity of reparations. At this time I am ready to contact my attorney to resolve this situation. Through some research this bank has multiple complaints against them. In closing, I would appreciate the commissions help in assisting with this egregious situation and not allowing the corporation hurting the little people. I am requesting my lien release be sent as soon as possible. Again I will contact council to go further. I need your help with teaching this bank a lesson in professionalism and humility for which they have neither.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XX/XX/2020 I completed a CFPB report against TD for inaccurate information and reporting on my credit report. The issues still arises. Here is a list of the complaints CFPB Complaint # XXXX ( the " First Complaint '' ) CFPB Complaint # XXXX ( the " Second Complaint '' ) CFPB Complaint # XXXX ( the " Third Complaint '' ) The issues is the incorrect reporting on my credit and violating many FCRA laws. FCRA states, " FCRA violation is when a creditor posts late payments or charge offs after the debt has charged off a past due balance. According to the document from TD the debt was taken care of XX/XX/2020. The upldated credit report from XX/XX/2020 displays TD has reported charge offs for the month of XXXX, XXXX, XXXX, and XXXX of 2020. Which is a direct violation since the charge off was paid XX/XX/2020. The attached credit report and dispute results from experian will display such. Acording to FCRA, the information must be deleted due to its blatent inaccuracy and violation of FCRA 623 ( a ). Legal and monetary rememdies can be obtained under FCRA. The incorrect information has affected me in the home buying process and getting other loans for my business. I have attached my current credit report, dispute details that denied my dispute, and FCRA full law handbook for TD 's reference.
Company Response:
State: OH
Zip: 45236
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: It has come to our attention that a fraudulent account has been open in our sons name and someone has opened a fraudulent card using our child 's identity. I am asking that you close the account immediately and send us a letter confirming our child is not liable. TD BANK USA/TARGET CREDIT Last reported XX/XX/XXXX {$460.00} Reported balance Credit limit {$300.00} You're using 154 % of your account 's limit OVERVIEW Credit limit {$300.00} Minimum monthly payment {$0.00} Opened XX/XX/XXXX ( 1 yrs, 0 mos ) PAYMENT HISTORY Last payment XX/XX/XXXX Payment status -- Amount past due {$460.00}
Company Response:
State: NY
Zip: 10453
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I purchased a bedroom set from Loves furniture. When delivered, two of the pieces were damaged. We took delivery on them because we were told replacements would be sent out. A couple weeks later, they filed for bankruptcy and when I went into the store they told me they were not sending anything out anymore due to the bankruptcy and I needed to open a dispute on my charge card. I opened the dispute with TD bank which is issuer of Loves furniture credit card. 3 months later I received a letter stating the case had been resolved and to contact an 800 number for service. When we contacted the number they laughed at us stating they were not offering replacements and to file a dispute. I contacted TD bank again to relay this information but was told they could not re-open the dispute but rather send a message/new note regarding the existing claim. This was around XX/XX/XXXX. I have contacted TD bank several times since then but never get anywhere. There are no updates on the account, and each time I call, I have to explain the entire situation to the representative and they tell me they will send an email. I just recently started keeping notes of the dates of contact. On XX/XX/XXXX, I was told an email was being sent to the dispute center and to call back for an update. I called on XX/XX/XXXX and was told their was nothing on the account. I insisted on speaking with a supervisor ( named XXXX ) who was supposed to contact the dispute center and call me back by XX/XX/20. She never called.
Company Response:
State: MI
Zip: 48042
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A