Date Received: 2020-11-01
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I received a statement from TD Bank that a payment of {$190.00} would be deducted on XX/XX/XXXX and the remaining balance would be {$5100.00}. I had them take the payment, then on XX/XX/XXXX they cashed my check for the balance. They made a mistake and took out another payment in XXXX. After numerous phone calls, I finally got a check from them for the extra payment but they deducted {$58.00}. After more multiple phone calls I was advised that there was a {$30.00} collateral fee and {$28.00} in interest. My contention is that this is just a way to bilk me for additional money. I paid the amount that the statement listed the next day, There was no listing of any additional monies or references to call for a payoff. Also, there is no way that one day 's interest for {$5100.00} is {$28.00}. I feel that these charges are unjustified and should be refunded to me ... ... ... ... ... ... ... XXXX XXXX.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 around XXXX, I noticed two {$6000.00} transactions had taken place in a joint account held with my ex- husband. I immediately called him to understand the transaction as he only deposits into the account-NEVER in the 10 years since weve been divorced has he withdrawn from this account. I confirmed he did not. I called the bank and sent an electronic communication to raise alarm to stop what was showing as a pending transaction. I learned that my ex husbands personal information had been stolen and the information used to compromise several of his accounts, via an online transaction, the largest impact was to our joint account. His separate personal account was also compromised. He went to the bank immediately after my call to him ( XX/XX/2020 ), I called the bank twice, then we jointly called the bank ( XX/XX/2020 afternoon ). A fraud representative told us how the money moved from the accounts and stopped short of telling us how it left the bank at XXXX. We filed a claim on XXXX. After two weeks, I called to get an update on the case and was told that there was no record of a claim on this account. I was shocked given all of the actions taken on XX/XX/2020. I filed another claim on XX/XX/2020. I waited an additional two weeks, calling the fraud line 3 times and being on hold for over 45 mins without response. I finally called the branch manager XXXX in XXXX XXXX, NJ because I needed to speak with someone who has access to the right people in the bank. She jumped in to assist! She then gave me The chairmans office number. I call, three days later in early XXXX XXXX around XXXX ) I received a call back. I state my case again- very frustrated. I spoke with XXXX. Near two weeks later, I get a call back from XXXX. I miss her call, yet call her back 20 minutes later. No response. I leave a voicemail ... 3. I ultimately call her three times in five days, no response or follow up. I call the branch manager XXXX, who took my call on vacation. She tells me her assistant would call me. On XX/XX/2020, I state my case yet again to the assistant branch manager. She asks for a police report and affidavit from my ex husband. She also informed me that I received a letter on XX/XX/2020 regarding the claim, which still to date- I have not. Additionally to date, NO ONE from the bank had ever followed up with my ex husband about this claim nor for the other claim for his separate account. ( Now, near 8 weeks later, information is being requested from the assistant branch manager to support the claim from XX/XX/2020 ). I call my ex husband for the assistant branch manager to speak with him-the two connect. On XX/XX/2020 he drives down to my local branch in XXXX XXXX NJ to provide the additional details requested ( police report and affidavit ). Now one week later, XX/XX/2020, no follow up. I am concerned that the bank has not done its diligence, and avoiding trying to insure and protect our money. I work in financial service and the software and overall technology available to large financial institutions should have allowed them to retrieve the money and individual accountable. We are near 60 days out on this situation and to date it has been handled poorly. Ive been a customer for over 20 years. For context, this account is used to financially support my son who is in XXXX XXXX XXXX XXXX and headed to college in the fall. The {$12000.00} is less than 1/2 of his XXXX XXXX tuition.
Company Response:
State: NJ
Zip: 08085
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX my checking account was debited for {$260.00}, I contacted TDBANK the same day and advised this transaction was already debited and not authorized by XXXX since they received payment on XX/XX/XXXX. I requested a temporary credit because I knew I had scheduled payments that would be causing my account to overdraft further. Between XX/XX/XXXX and XX/XX/XXXX I received over {$490.00} worth of overdraft fees from the bank. I called and tried to explain the issue to the customer service manager XXXX on XX/XX/XXXX but was given the most unneccesary feedback. Instead of obliging to their policy of putting the customers first and going above and beyond she went on to criticize the transactions that were passing through. I am a mother of XXXX who has struggled to make ends meet during this pandemic, every dollar that passes through my account is accounted for and budgeted. I would've hoped when an unauthorized transaction passed through the account my bank would have my back to ensure I get back on track. Instead I am robbed with fees and chasitzed for trying to stay afloat during the pandemic.
Company Response:
State: FL
Zip: 33313
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I reported a Fraudulent account being opened in my name at TD XXXX ( XXXX XXXX XXXX ) re : XXXX XXXX on XX/XX/2020. I can not find a way to communicate with this entity to resolve this matter. I initially communicated verbally to the customer service department on XXXX and reported the fraud, they in turn opened a fraud case and told me the account was blocked. I submitted by mail to TD XXXX, the Federal Trade Commission Identity Theft report with proof of identity and all associated documents to support my position and fraudulent account. Note, at this time XXXX monies were drawn on the account. Since then, unknown to myself, the account had been released and monies were dispersed. As of XXXX the account is in default and TD XXXX is reporting this negative information to the credit agencies against my credit. Since that date I have tried countless times to communicate with TD XXXX Customer Service @ XXXX, being left on hold for hours, as long as 4 hours, for weeks unanswered or being answered and then subsequently disconnected. TD XXXX is virtually impossible to contact anyone who can assist to resolve the matter. I have mailed hard copies for a second time requesting this account be removed from my credit, still no answer in any form. Finally, today XXXX I was answered and during the call I was told the agent was unable to help and indicated I would be receiving something in the mail, sent 10 days ago, then the call disconnected, without a resolution or callback. I have been told from every person at every available phone number for TD Bank ( I'm assuming the parent company ), this is the only phone number and department who is able to help. Obviously, this is a bank and credit card company who doesn't care, regardless of the consumer conscious, and quality of service messages which are played while on hold. I did my due diligence in XXXX to protect TD XXXX 's interest 's and unfortunately, no one was paying attention, and still isn't.
Company Response:
State: IL
Zip: 60048
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My identity has been stolen along with my license, my bank information, my annuity information, my military ID, and several credit cards they also opened up five lines with five phones at XXXX. They took out {$42000.00} cash from my bank account all together. It was about a month now. They called my financial advisor and had him Transferred {$20000.00} into my XXXX account. I havent got any money back they gave me a new bank account but the person already took my money out and I dont know how theyre allowing this.also use my military ID to go to the hospital because I suffer from XXXX and XXXXXXXX XXXX they were drug attics who wanted to get drugs
Company Response:
State: NY
Zip: 11710
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was an authorized user on a credit card account. as an employee I used the credit card in the nominal process of my employment. The card used exclusively for company business. The card holder was an LLC that is out of business. The lender has put derogatory credit information on my credit report. I made contact with the bank. It seems like no one understands the point I'm making. I revive a chorus of I'm sorry without any progress.
Company Response:
State: PA
Zip: 18940
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2015 my bill did not go through when it was on auto-bill. I reached out to the company and they said that they saw the payment try to come out of the bank but it was rejected. They never notified me of the rejection and gave me this late payment. I now can not get a mortgage because of this mark on my credit and the company will not help me with this unfair situation.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have a HELOC with TD BANK with a XXXX balance and I am trying to close out my loan so that I can complete a refinance on my home. I visited my local branch on XX/XX/XXXX and submitted my Home Equity Line of Credit Closeout Request form as well as my payoff/fee for closing the loan. I was told at the time that the process would take 5-7 business days to complete. I assumed that the bank had everything that they required to close out my loan and I called to check the status of my close out on XXXX ( 5 business days after I submitted the paperwork ). At that time I was told by the representative that I spoke with that my form and payment were not received by corporate until XX/XX/XXXX so the loan would not be closed until XXXX at the latest. On XXXX I called the bank and was told that the bank had the information that they needed to close out my loan but that the process was just taking longer then usual. I waited until XX/XX/XXXX to call and follow up again on the status of closing out this loan and was told at the time that the bank had only received my payoff and did not receive my closeout request form. I had called them 3 times previous to this and they did not inform me of this until over 2 weeks after I started the process. I followed up by sending a copy of the closeout form that I had submitted through my local branch to an email that was provided to me at the time. The representative told me before ending the call that he would try to get the process expedited for me. I then called on XX/XX/XXXX to check on the status of the close out and was told, again, that they had everything they needed to close out my loan and that they would help to expedite the process. I called to follow up on XX/XX/XXXX and again asked that they had everything they needed to close out the loan and was told that the latest the loan would be closed out was XX/XX/XXXX. On XX/XX/XXXX, when my loan was NOT closed out I went down to my local branch to talk to a manager who told me he was going to escalate the issue and try to get it resolved ASAP. Since then I've just heard that the issue has been escalated but have not found any resolve. My rate lock is going to expire in 2 weeks and I need this loan closed out so that I can get my final approval. This incompetence my end up costing me hundreds of dollars a month.
Company Response:
State: MA
Zip: 01760
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am trying to redirect my excess payment towards the second credit balance on my TD credit card ending in XXXX, but to do so i have to call since automated system and online system will not redirect excess payment to customer requested balance but always applies it to an older balance. It is on their website, to call and instruct the 'human agents ' to apply the excess payment to the deferred interest balance of customer 's choice. But XXXX does not provide human assistance even after being on hold for nearly an hour every day. They wall off customers with an automated service that is useless for the purposes mentioned. And when a human agent is requested the customer is put on hold forever due unspecified external reasons. Making the customer unable to pay off the loan to the deferred interest balance first and forcing the customer to pay the interest. Have never seen a more incompetent customer service and bank than XXXX XXXX The phone humbers they give me on the statement is XXXX And the customer agents who claim to be just handling online services transfer me to another department phone which is XXXX where i wait for hours everyday just to get some human to redirect and apply my payments. SO far i am unable redirect my excess payment to the balance of my choice.
Company Response:
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: bank closed acct per my letter of 6 weeks ago. can not sign on and can not call. Wait times are horrific. never received the funds in acct up to today. have written 2 letters to close and send funds
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A