Date Received: 2021-04-08
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I just got in the mail checks from TD bank and I have never opened an account with them. The name and address on the account is me, but the phone number is one I've never seen. I've been trying to get through to TD bank but their customer service requires me to have an account to talk to them.
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX I was checking my TD Bank accounts and notice that my student checking and saving was in negative and when I looked into the accounts there were multiple fraudulent transactions occurring withdrawals, Debit Card purchase in person and online in the account starting from XX/XX/XXXX. It immediate contacted TD Bank customer service online. He instructed and created 3 fraud claims ; 1 for withdrawal from saving, 1 for checking and 1 for purchases. My Mother and I who are joint on the account followed up with the local branch on XXXX XXXX and additional claims were done again. We were informed that is Identification was comprised and they fraudster also had access and control of his online banking. TD bank instructed to get a Police report and also enroll into to identitytheft.gov which he did. My Son lost his bankcard and he was not aware. The fraudster depleted the accounts in 2 days and TD Bank fraud department never once try to contact us about this rapid transaction happening in the account which was uncommon and it was in a different state. We have filed multiple claims with TD Bank and they continue to deny them. To this date, TD Bank has only refunded {$820.00} of the aprox. {$4500.00} dollars that was stolen from the account. I have made many trips to the local branch with no solutions. The matter was escalated to the Reginal Manager and he has yet to contact us. I was instructed by XXXX XXXX branch Manager to write a formal complaint via letter and send directly to the Reginal Manager which was done and hand delivered to the Main Branch in XXXX with no reply. These 2 accounts were frauded out and TD Bank refuse to refund our money. My mother has been a value customer of TD Bank since taking over XXXX XXXX XXXX XXXX and currently has 8 active personal and business account along with my passbook. This is the second time my account was frauded out and TD Bank continues to deny claim even when it is blatant fraud. I would like TD Bank to refund my money. TD Bank security protection failed.
Company Response:
State: MA
Zip: 01104
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XX/XX/XXXX TD Retail Card Services reported on my credit that I was 30 days late. The account was paid and closed as of XX/XX/XXXX. This account has been reporting incorrectly and needs to be removed..I have provided all credit reporting agencies with documentation and still no change.
Company Response:
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On TD Auto Finance website when you select single payment there is one line that reads Personal Checking Account Info : however no where in the terms and conditions does it state all transactions that are processed will be ran hard coded as an ACH checking transaction. Over the phone for single payments representatives ask if the payment is coming from a checking or savings account. If you setup the payment online to be recurring it gives the option to choose checking or savings. By allowing consumers to choose checking vs savings for over the phone but only allowing the consumer to choose if it is done as an automatic payment is deceptive. Hiding the wording in the title does not in fact change the responsibility of TD Auto Finance to disclose in their terms and conditions that all transactions submitted using the one time use payment function will be ran hard coded as an ACH Checking transaction. TD Auto Finance by running this transaction hard coded as an ACH Checking account despite the account being labeled as Savings in the description caused a {$25.00} courtesy pay fee on my checking account. On XX/XX/2021 I spoke with an agent and then also a supervisor in their customer support area regarding the online payment. Both agents did not feel there was an error made on TD Auto Finances side as there is the one line that states Personal Checking Account Info where you input your data. I disagreed and asked to file a complaint. On XX/XX/2021 I spoke with an agent in the complaints department who agreed with the other two agents that their website is clear that it would be pulling from a checking account. The terms and conditions that I agreed to state they are authorized to pull from the account number and routing number provided. The account the payment was pulled from was in fact a different account as the account number provided was my savings account number, however, due to TD Auto FinancXXXX hard coding the transaction as a checking account it was incorrectly routed to my checking account. The agent I spoke with in the complaints department confirmed that even with that being said their website is clear and no error is made. I asked for TD Auto Finance complaints agent to place their response in writing however he declined to do so.
Company Response:
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: TD Bank charged XXXX in overdraft fees fradulently and then printed an altered statement and the the money was refunded as soon as I called corporate at XXXX the number on the receipt paper they gave from the tellers window and on my debit card and asked from the branch in XXXX at the corner of XXXX XXXX and XXXX XXXX roads system be changed by their internal IT people. This made my balance positive XXXX dollars and something including the pending XXXX Lyft charge be included and then I added a XXXX dollar tip making it XXXX dollars available and then they claimed today that a XXXX debit hold from the XXXX hotel I stayed at XX/XX/XXXX that was returned XX/XX/XXXX had just hit the account overnight but that should have made my balance XXXX dollars but they claimed the available balance ( because XXXX was somehow charged from XXXX to XXXX since yesterday is still pending but covered by the XXXX I put in yesterday to make the account positive the XXXX dollars after the fees were refunded ) was XXXX which is impossible to be accurate. Their computer systems need to be inspected because my statements have been altered and I have a receipt for a withdrawal of XXXX from XXXX on their atm that took my XXXX XXXX XXXX XXXX XXXX account down to XXXX and change but their receipt says it made my preloaded unemployment card from Pennsylvania XXXX. I withdrew today XXXX and am about to put back XXXX so the account should be positive XXXX dollars but that is not what my receipts are showing. Can you investigate this please. And their camera surveillance footage because I was lied to and told the balance inquiry fee was XXXX by a woman at one of the desks for account services when my statements and on the phone it was said its XXXX. This statement occurred on XX/XX/XXXX in the morning. I have receipts that document this all.
Company Response:
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2021 XXXX CARD + New Credit Inquiry Added Ran my credit without my consent! TD Finance auto ... report late payment XXXX and system error! Still never removed it
Company Response:
State: MI
Zip: 48312
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XX/XX/XXXX, I established banking relationship with TD bank in XXXX XXXX, FL ( branch XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX ). I opened a checking account type 'TD Beyond Checking ' and enrolled in the cash bonus reward promotion program. The program has no promo code required at the time of the opening, I simply research this program on TD bank website and see which option is fit to my financial situation. The individual banker who opened named XXXX XXXX, position Customer Service Representative, XXXX ID # XXXX confirmed that the account was opened and enrolled in the this particular cash bonus promotion. This promotion requirements are : 1. {$300.00} bonus offer available to eligible new personal checking Customers when opening a TD XXXX XXXX account with cumulative direct deposit funds of {$2500.00} or more into the new account within 60 days of account opening. 2. Once the offer criteria is met, the bonus will be credited into the new personal checking account no later than 140 days from account opening. XXXX. Account must remain open, active, in good standing and in the same product type through the qualifying period to receive the bonus. XXXX. If the checking account is closed by the Customer or TD Bank within 6 months after account opening, TD Bank does reserve the right to deduct the bonus amount from that account at closing. On XXXX XX/XX/XXXX, I made a first direct deposit of {$1300.00} into the account. On XXXX XX/XX/XXXX, I made a second direct deposit of {$1400.00} into the account. At this point I had {$2800.00} into the account which meet thus first criteria. Then, I was expecting the latest earning date of XXXX XX/XX/XXXX for the {$300.00} which is more than 140 days as stated in the criteria. However, I did not receive anything after the above date. Thus, I called the bank to see what is problem. The representative sent an email to Marketing and Promotion department for my case. I still did not hear anything back, neither an email nor a phone call from this bank, for my case after almost two months. I called them today and received the answer that My account was not qualified because I did not have a directly specific promotion flyer that was issued in my name and sent to my mailbox at the time opening '. This answer is completely untrue because there is no such criteria as this in the requirements that posted on TD Bank website.
Company Response:
State: WA
Zip: 98226
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, we began the process of refinancing our home loan through TD Bank for a more favorable rate and shorter term. At the time of application, we locked in a rate of 2.25 % at the cost of XXXX points. That rate lock was good until XX/XX/XXXX. We were given a verbal commitment from the loan officer of a closing date of XX/XX/XXXX. We began to submit all requested documentation to the TD Bank through their secured server, and when requested, we updated or provided any and all additional documentation to them. On XX/XX/XXXX, we received a " Conditional Approval Offer '' from TD Bank, with the need to provide additional documentation to the underwriters, which were updated home owners and flood insurance declaration pages showing TD Bank as the mortgagee of record, updated income statements and a signed Property Inspection Waiver ( PIW ), which the Bank was going to provide us the form. We updated all the requested documents except for the PIW, since the Bank did not forward that form right away. As far as we knew, all was in order for TD Bank to process with the processing of the application and closure of the loan as indicated. As XX/XX/XXXX approached, I contacted the loan officer via phone to inquire if that closing date was still valid and asked for an update. The loan officer basically informed me that due to a " shake up '' within the lending department of the Bank, our loan would be delayed but the loan officer was hopeful to close by the end of XXXX. As that proposed closing date approached, I sent an email to the loan officer asking for an update on the status of our loan and the cause for the delay. I received a response from the loan officer in early XXXX informing me that I would be receiving a request for updated documentations soon. On XX/XX/XXXX, I received an email from a person who identified themselves as our " Single Point of Contact '' ( SPOC ), apologizing for the delay in the processing of the loan this time citing the pandemic and " ... .tremendous backlog of files ... ... '' that they were working on as fast as they could. The SPOC went on to state, within that email, that we should be closing by XX/XX/XXXX, if not sooner, so as to complete the process of the refi. As a reminder, XX/XX/XXXX is the day our rate lock was scheduled to expire. On XXXX XXXX, XXXX, we received the aforementioned " updated '' documents via the secure server, and contained in those documents was a request for us to sign and acknowledge that our rate lock would be extended until XX/XX/XXXX. The rate lock agreement sent showed our rate lock set at 2.25 % but an increased cost to us for that rate, to XXXX in points. Another document forwarded was an " updated '' Loan Estimate which showed the increase cost of the extended rate lock, but failed to show the removal of the property appraisal costs, which was covered in the signed PIW from XX/XX/XXXX, as the loan estimate also failed to show the inclusion of the projected closing costs rolled into the loan, as we requested. Upon receipt of those referenced documents, I called the loan officer to discuss the change in fees, the lack of the removal of the appraisal fee, and the lack of inclusion of the projected closing costs in the updated loan estimate. The loan officer assured me, verbally, that the as long as we were not responsible for the rate lock expiring, the original rate lock agreement would be honored. The loan officer also assured me that the appraisal fee will be waived, and that the costs of refinancing the loan will be rolled into the overall loan. After that phone conversation with with the loan officer, and not hearing from anyone after a couple of weeks, I followed up these short comings by the Banks lack of response and sent an email to the loan officer, their supervisor, the SPOC, their supervisor and the listed underwriter, all with no response of any kind from any of those individuals. The email I sent was a strongly worded, non-threating communication expressing our frustration, concern and other thoughts about why this process was taking so long and what, if anything was causing this delay. Our frustration would continue. Needless to say, XX/XX/XXXX came and went with no action moving towards the promised closing date ( s ). I once again contacted the loan officer, this time on XX/XX/XXXX, and the loan officer assured me that our frustration was understood, and that the loan XXXX would, in their words, make this refi close by the end of XXXX, that the loan estimate would reflect the original rate lock agreement of 2.25 % at XXXX points, the appraisal fees would be removed as promised with the acceptance by the Bank of PIW, and that the costs for the loan closing would be rolled into the Loan estimate. On XX/XX/XXXX, I received an email from the loan officer assuring us that " ... ..I am working on getting updates for your file and confirming a closing date. '' On XXXX, XXXX, XXXX, via the secure server, we received a request to review and sign updated documentation regarding our loan. The updated documentation was a change in the rate lock agreement, keeping the rate at 2.25 % BUT raising the coast of the rate lock agreement to XXXX points. The Loan Estimate also failed to show the removal of the appraisal fee, and also fail to show the inclusion of the proposed closing costs in the total refinanced amount. For the record, we did not sign this third series of documents sent to us on XX/XX/XXXX. We did follow up with an email to the loan officer, their supervisor, the SPOC, their supervisor, the underwriter and even included TD Banks customer service department, and as one might guess, ALL failed to elicit a response from anyone. I have provided a compressed course of events that we have experienced in dealing with TD Bank. The only representative that I have actually talked to is the Loan Officer, since we were never provided any other means of communicating with any other representatives other than email. Virtually all emails that we sent either went unanswered or we were given general responses to our detailed inquiries, For the record, i have all the email communications, all the documents sent for review and/or signing saved. I do not have any phone conversations recorded by myself, but each time I talked to the Loan Officer, I was reminded were were on a recorded line. In closing, I can assure you we were not responsible for any delay in the processing of this loan, Our credit history is " exceptional '', as noted by various credit monitoring agencies, with our scored in the XXXX 's. Our deb to income ratio and debt load are very favorable. In our modest opinion, TD Bank has absolutely no reason not to offer us a refinancing loan with the rate and terms were originally agreed to back in XXXX, XXXX. We are at a lost as to why TD Bank has not secured this loan and processed this application in a timely manner. While the actual " lost '' of money is subjective at best, their delay in dragging this loan process out for a minimum of 5 months has cost us overpaying our current mortgage at the higher rate, money that would have been better served in paying lower monthly interest rates and applying more to the principal of our current mortgage. We thank you for the opportunity to voice our " story '' as you asked and if needed, please do not hesitate to let us know if there is more information or details that you would like to see upon reviewing this communication. Lastly, we will be closing on a refinanced Loan with another lending institution on XX/XX/XXXX, at the rate of 2.25 % but, unfortunately, with a dramatic increase in discount points to secure that rate. That entire process took 26 days in total, starting XX/XX/XXXX and closing on XX/XX/XXXX. If nothing else, it reassured us that what we thought should have been an easy process was in fact just as we hoped. Stay safe, be well and thanks for listening.
Company Response:
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: In 2017, XXXX leaked the personal data of over 143 million Americans including mine, as a result of this data being leaked, I am a victim of identity theft, the compromised information leaked such as my name, social, date of birth, drivers ' licenses number, and other personal information that should have been kept secure were used to open several accounts in my name without my permission. Your organization is currently reporting a fraudulent account. know for sure that a collection company can not collect a debt on behalf of another, this debt does not belong to me and I have never done business with you.
Company Response:
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was not able to pay on time due to my husband being XXXX XXXXXXXX after a work accident. Then Covid happened and I was still not able to pay the balance due to my hardships. Then I finally saved enough to pay the balance and Target told me if I paid they would delete it off my records. After paying they are not agreeing to what they had said that if paid in full they would delete it.
Company Response:
State: CA
Zip: 91755
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A