Date Received: 2019-08-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened a checking account with TD in XXXX. I had a problem with them about 5 years ago when they signed me up for an overdraft program that left me with almost $XXXX in fees. I called the bank to let them know I did not sign up for the program, but it took about 5 calls before they finally fixed this situation and reimbursed me.Since, my account has remained fairly steady. However, I have been in what's called a simple checking account for that time - meaning each month I pay a $XXXX fee regardless of my account funds.I called yesterday to find out if there were other options with the bank, and they immediately told me I should be in a different account where I incur no fees, because I have a record of maintaining over $100 in the account - I've probably maintained this level for 1 to 2 years. No one from TD ever previously contacted me about this, or told me in person even though I've been to the bank numerous times in those years. The bank never altered me that I might be able to save money by changing my account. I estimate I incurred at least $250 in fees because of this over the years. A few times representatives in the bank actually offered me other products: savings accounts and CDs, but never mentioned this checking option.I feel like TD Bank should have notified me that I might qualify for a better product - one where they weren't skimming money off the top. I owe student loans, I have bills - $XXXX/month is actually something to me, and I am XXXX that this company run by XXXX XXXX gets to skim off my bank account to line their pockets. I feel they acted in incredibly bad faith, knowing I would not have the time, or the knowledge, to check on other products, and they could rely on the easy $XXXX. I wonder how many people in their system this is happening to?? It makes me enraged. Once again, bankers are allowed to hurt the regular person in our country just because they can. When I called, the bank told me all about how committed they are to me and my community. Honestly they could give a XXXX about me or my community. A banker who cared would call me up and say, hey I noticed you might want to change accounts. Every time I go in they can try to ply me with a savings account or some other product, but they never mentioned the checking account without a fee. How can I trust our banks and our financial system when it seems to be run by people who want to hurt me as much as they can?How can I trust this country when these bankers have the ears of our congressional representatives.It's insanity!These guys are hurting almost everyone, just to have more money than XXXX when they already have more money than XXXX. It is obscene.
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2019-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I try to open an account n it was denied
Company Response:
State: MA
Zip: 01843
Submitted Via: Web
Date Sent: 2019-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: TD Bank has effectively violated the Error Resolution Procedure set forth by the EFTA ( 12 CFR 1005.11 ( C ) ( 2 ) ) On XX/XX/2019 I entered my local TD branch to notify them of several transactions that seemed suspicious. I was ordering supplies from what I thought was a legitimate supplier, and their delivery date was 3 days from when the order was placed. It has been over 3 months, I have no received anything. I told the customer service representative that I did not recognize the billing descriptors, and that it could be possible fraud or phishing, she recommended the dispute be entered as " services or product not received '' So on XX/XX/XXXX, I was mailed a letter from TD Bank stating that I, the " consumer '' needed to provide more information as to what was ordered and the expected delivery date, and that provisional credit has been denied for the amount of {$3700.00}. The reason? " Claim amount is too high to provide provisional credit, and that I have to wait 60 days until TD Bank receives communication from the merchant in question as to the validity of the transactions, before any credit will be issued. Now, I am a self-employed XXXX XXXX XXXX for several processors, and I know EXACTLY what happens when a customer fills out a Regulation E form and signs it, which I did at the time of dispute on the XXXX of XXXX. TD Bank either has debited the merchant and is unwilling to provide provisional credit because they are uneducated on the process they MUST follow, or they are unable to debit the merchant because the merchant account has been closed. If they had followed the correct procedure and submitted the charge back in a timely fashion they may have received the funds. Regardless they have violated my rights under the EFTA to a provisional credit within 10 business days, as there is no ceiling as to the amount being a restriction in providing provisional credit. I have had this account for over 2 years, and I have 5 business accounts with TD Bank, which I am seriously considering taking elsewhere if this is not rectified immediately. It is now XX/XX/XXXX, and I have called the merchant, AND TD Bank every other day - I have received conflicting responses from multiple managers and reps, all saying different things. One rep even told me he was going to get me the person 's number who could " expedite '' my claim, this was interesting, so I held the line. He came back and gave me the number to my local branch. Are you kidding me???
Company Response:
State: NH
Zip: 03038
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Unable to login to my account. Seems like it is permanently locked out and does not recognize my device ( computer ). Worked fine yesterday. Will not recognize username and password. Wasted day with them with passcodes and emails I can not access when on their web page form. Just locks out the account for access. Calls get nowhere since you can not get IT to intervene and send a one time password to log in with and then change after logging in. Had same password and user name since taking out the card with XXXX XXXX. This TD bank card is no longer connected to my XXXX XXXX account either. XXXX says have to log in with TD Bank now. How??? Does not work. Phone gives no passcode, email will not go back to form to insert passcode. I want to get on this site to pay my bill and cancel it after I take my rewards cash back out.
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX XXXX sent a transfer from TD XXXX bank to XXXX Bank in XXXX XXXX .... using the same data on another transfer which was sent XX/XX/2019 and the second transfer was received three days later but the first one I sent for {$2200.00} plus {$40.00} transfer fee was lost and not received by my contact but the second one went through. I have included paperwork on the first transfer and the second as well as documents showing funds taken from my account and TD XXXX investigation team data sheet. I have a complaint number for XXXX Bank for your investigation ... XXXX but was told to put an investigation on TD XXXX not helping the customer.
Company Response:
State: CT
Zip: 061XX
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Between XX/XX/XXXX to XX/XX/XXXX TdBank North, in violation of my request to have Td cash advance taken off the account and alerts being put on, have ignored these requests resulting in excessive overdraft fees to the tune of a total of at leats 5 fees. The issue is not overspending, the issue is the manner in which they process deposits and debits. For instance on XX/XX/XXXX a deposit was made for {$1000.00} resulting in a positive balance but Td Bank north posted a fee after the fact because according to them the transaction occurred before the deposit. Records however, show otherwise. This bank is making hand over fist by setting up their customers for failure by imposing Td Cash Advance which results in a consumer being able to make purchases even if the money is not available to cover it. On or about XX/XX/XXXX i spoke with a representative about this product and instructed them to take it off. I also spoke with another representative shortly thereafter to discuss low balance alerts and instructed them to put it on which never happened. More recently i received notifications that the system was down and i could not log in because they were making software updates. While it is possible that the representative never properly handled the call back in XXXX it is also possible that the alerts were taken off with this software update. After realizing more recently that fees had again incurred due to transactions being paid, i contacted Td Bank to discuss a refund as i was not authorizing the use of this cash advance feature, explained my prior conversations with Td Bank but they were both unwilling to admit fault and are also unwilling to put back the 5 overdraft fees totalling {$170.00}. This is an excessive and unwarranted amount given the circumstances. On XX/XX/XXXX at around XXXX after speaking with a call center representative i asked for a supervisor who was shockingly rude : I made an attempt to reason with XXXX Call center supervisor in New Jersey and she was not only not helpful but made me feel like they were doing me a favor by allowing me to bank with them. When i asked XXXX for her employee id she would not give it to me so i asked for her name and she stated stated that her name is XXXX as in " the brady bunch '' which i interpreted as a racist remark -- it doesn't take much to read between the lines -- how many hispanics are on the brady bunch a 70s show -- this is not only offensive but completely irrelevant. Please contact this institution and obligate them to refund these fees. I greatly appreciate your assistance in this regard.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a checking and money market account with TD bank on XX/XX/2019. I wrote them a $XXXX check from my old checking account (XXXX XXXX) the same day to start up my checking account. $XXXX went to my money market fund and $XXXX to my checking account. This is the ONLY MONEY THAT WAS POSTED TO MY ACCOUNT AS OF XX/XX/2019. I had another $XXXX to be that was transfer to my checking account to TD bank. I called and asked them WHY they are NOT giving credit to my account. I also received a letter from TD bank TODAY (date on letter is XX/XX/2019 saying it would be 6 days for me to receive my money. It has been 8 days as of today. When I talked to them, they gave me a poor excuse for an answer. They claimed that my old bank could try and collect my money back but I explained to them that I closed down my accounts with XXXX XXXX 4 DAYS AGO. I told TD bank, YOU HAVE MY MONEY AND WILL NOT GIVE MY MONEY TO ME. They had no response to that . I told them I was going to file a report with CFPB and that you have helped my in the past.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I entered into a payment agreement for a mobile phone with TD Retail Card Services. Because TD Retail Card Services doesn't accept direct electronic payment from my bank, XXXX XXXX instead mails check payments via USPS in the amount of {$32.00} from my checking account to TD Retail Card Services as part of a scheduled payment. This monthly service was performed on the date of XX/XX/XXXX. This payment was due on XX/XX/XXXX. I was not made aware until several billing cycles after that period that the XX/XX/XXXX payment was claimed to have arrived late. Normally this late payment communication from TD would have occurred via USPS mail. I received no such mailed notice - the reason will be made clear below. When I finally became aware, I was already accruing fees resulting from the claimed late payment. In the subsequent months I made numerous phone calls to resolve this issue that were unhelpfully dismissed by TD representatives. It wasn't until XX/XX/XXXX that I was finally made aware by a TD support representative that TD had no longer been sending me communications via USPS mail - thus I did not have a chance to get a claimed late notice. According to the representative a prior mailed item had been returned to them as it had been delivered to an incorrect address. As a result, and without alerting me, they decided to no longer send communications via USPS mail. This representative also made me aware of a billing dispute form which I faxed to TD the very next day, XX/XX/XXXX. Attached to the fax was a copy of my XXXX XXXX account statement for the period in question with a line item circled to indicate the payment as having been deducted as scheduled and on time : XX/XX/XXXX. I also confirmed my mailing address with that representative, so I am now receiving monthly notices of claimed fees owed, at this point in the amount of {$180.00}. According to their dispute policies, TD Retail Card Services states that they would mail their decision regarding the billing dispute within 15 days. They claim under the Fair Credit Billing Act that my dispute submission would need to take place within 60 days after the incident. Which as described above was not possible due to TD no longer mailing me late payment notices - or mailed notices of any sort. As I had not received any mailed notice regarding the billing dispute I followed up via phone on XX/XX/XXXX. Over 3 months had elapsed after faxing in the dispute form. The representative told me at that time that they had received the form and I should wait about another week for that USPS mailed response. As of today 's date, XX/XX/XXXX, I have still not received a response. I made another call around XXXX to once again inquire about the dispute form resolution. I was told this time that the representative could not find record of receipt of the faxed dispute form. I have attached a fax receipt confirmation to prove that my fax was sent and received. The representative was unable ( and not allowed ) to connect me directly to the dispute department. At this point I'm convinced continued attempts to communicate through standard methods will be equally fruitless. In the meantime they not only continue to mail me owed fee notices, but they also make claims of late and/or unpaid payments to the credit bureau unfairly damaging my credit. As a result, my credit score has dropped significantly from its prior level.
Company Response:
State: IL
Zip: 60067
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I mailed a payment to TD Retail Card Services ( Raymour & Flanigan ) on XX/XX/19 from my bank 's bill payer, this payment did not arrive to TD Retail Card Services until XX/XX/19, this payment was for XXXX. I mailed another payment to this company on XX/XX/19, it arrived on XX/XX/19, this was my XXXX payment. They called me to tell me my XXXX payment was not made and when I showed them that it had been, they stated they applied both payments to XXXX. I told them that this was incorrect and it needs to be applied to XXXX and then XXXX. I spoke with three different people who all stated this wasn't allowed and they refused to make the correction. The last person I spoke to, XXXX, ID XXXX, Customer Service Supervisor - XXXX, SC, told me that they would not reapply my payments and they are doing " nothing wrong ''. This is unacceptable that a credit card company won't apply the payments the way the Consumer stipulates, so they can ruin credit with an " over 30 day late '' notice on their credit report. A bank loan would not be allowed to do this, these payments have to be applied the way a Consumer stipulates. I need help getting my payments properly applied to my account.
Company Response:
State: PA
Zip: 169XX
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: Case XXXX I was scammed by a credit repair company between XX/XX/XXXX and XX/XX/XXXX, and I filed a claim with my financial institution -TD Bank -- in XX/XX/XXXX. I wanted to ensure that justice was served cause I was undergoing an urgent crisis when I BORROWED MONEY to have this company clean my credit. So I filed a claim and submitted everything ( almost 30 pages worth of material ) to the bank with all proof including corresponding emails, electronic receipts, everything. I was completely unaware that they would issue a provisional credit. But I was confident that there would be no errors since it was crystal clear what had occurred. Not only did I receive a mail letter stating that they received nothing from me after I wasted my time at a local branch to fax all these pages.But I submitted these documents for a second time only for TD Bank to mail me another letter on XX/XX/XXXX stating that " Based on our investigation, we have determined that an error did not occur. The reason for this decision was based upon the following : You must resolve this matter directly with the merchant. ( If your account was previously credited, it will be reversed on XX/XX/XXXX ( including any fees and/or interest that were also credited ) ''
Company Response:
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A