TD BANK US HOLDING COMPANY

2018-06-06

Phoenix, AZ

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2018-06-06

East Keansburg, NJ

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2018-06-05

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response

2018-06-05

Fort Lauderdale, FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-06-05

Dracut, MA

Incorrect exchange rate

Money transfer, virtual currency, or money service: Foreign currency exchange

Company Response: Closed with explanation

Timely Response

2018-06-05

Lakeview, NY

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2018-06-05

Jupiter, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2018-06-05

Clarksville, MO

Struggling to pay your bill

Credit card or prepaid card: Store credit card

Credit card company won't work with you while you're going through financial hardship
Complaint: I open a credit card with XXXX XX/XX/XXXX I was late in XX/XX/XXXX due to financial hardship due to job loss I have tried to get them to remove late payments since I have been current with them since XX/XX/XXXX they have refuses to do that stated they can not remove them from credit bureaus
Company Response: Closed with explanation

Timely Response

2018-06-05

Wallington, NJ

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-06-05

Irvington, NJ

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-05

MA

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: I purchased a new XX/XX/XXXX XXXX XXXX XXXX from XXXX XXXX XXXX XXXX, XXXX, MA ( or XXXX XXXX XXXX XXXX XXXX XXXX depending on what paperwork you are looking at ) on XX/XX/XXXX. I chose a vehicle that I knew I could afford with my {$12000.00} cash down and {$3000.00} trade. I was prepared to pay approximately {$300.00} per month to finance this vehicle as the math was done with the salesperson before stepping in to the finance office. The finance person then told me that I had been approved for a 3.89 % 75 months car loan with TD Bank which would be {$280.00} per month ( including additional Road Hazard Protection & LoJack which was sold to me as add-on sales ). I was then asked if I would like to pay monthly or bi-weekly. I was told that if I paid biweekly I would pay the car off faster and it would save me money on the interest since car loans charge interest per day. Since I was trying to chip away at this car loan as quick as I could ( hence the {$12000.00} cash down ), I was interested in any savings that I could get. I was told that if I had a blank check, the finance person could enter my bank account information right then and there and get me started right away with this biweekly plan. He gave me a printout calendar which showed which dates the biweekly payments would be deducted. I was not given any other literature regarding this plan nor was I shown any details that would indicate that this was a 3rd party bill pay company ( XXXX which is now called XXXX ). After leaving the dealership with my Retail Installment Sale contract, and a payment calendar ( no copy of the biweekly paperwork ), I was under the assumption that TD Bank was affiliated or managed this biweekly plan and that they were just getting their money in a faster more convenient method. I received a letter from XXXX a couple weeks later congratulating me on my vehicle and asking me to call or email with questions. I called to confirm that everything was all set ( since I had already received my first bill from TD Bank ) and I was reassured that the automatic biweekly draft was complete and I had nothing to worry about. I am now 1 year in to this loan and I have decided to refinance for a lower rate ( 2.9 % ) which prompted me to call TD Bank to get a payoff balance for my new refinance. I was informed that not only are they not affiliated with Intellipayment, but my account is overdue! There was a payment due on XX/XX/XXXX that never posted ( although I knew for sure that it came out of my bank account! ). And for almost every single month, the payments had been 2-8 days late posting to the account. Without my knowledge, the dealership had ultimately signed me up as a customer of XXXX. They would withdraw {$1.00} convenience fee each time they drafted a biweekly payment from my bank account as well as a {$390.00} " deferred program fee '' which could be drafted at any time from my bank account without my knowledge as long as the amount did not go over the {$140.00} biweekly amounts ( which includes the {$1.00} fee ). When I called XXXX to let them know that I was never made aware of these fees, they said that I signed the contract with the dealership and they were supposed to go over the fees with the 4 page biweekly agreement paperwork and send me home with a customer copy. XXXX has taken {$1.00} in convenience fees for the last 25 payments that they have drafted from my account ( {$48.00} ) as well as {$280.00} for the deferred program fee. This {$280.00} was taken in ( 2 ) drafts ( XX/XX/XXXX {$140.00} & XX/XX/XXXX {$140.00} ) which appeared to me to be regular car payments, but were in fact full amounts taken out to satisfy their fee ( without my knowledge ). Since the amounts taken were identical to my payment amount, neither the bank nor I recognized anything out of the ordinary. Since I have become aware of this ( over the past week ), I requested a copy of the paperwork that I signed from the dealership ( attached ). I do not recognize this paper and I don't recall signing it. Perhaps it's possible that it was placed in front of me while I was signing all of the other paperwork? The fees certainly were not explained to me ( otherwise I definitely would not have opted in to this program ) as you can see that if I paid the entire loan..it would actually result in a loss of {$540.00} ( " net cost '' on the paperwork ). I was not given any copy of this or given the opportunity to look at pages 2,3 or 4 which are mentioned in " Section 4 ''. I do not feel that this agreement is valid as this program was clearly misrepresented to me.
Company Response: Closed with explanation

Timely Response

2018-06-05

Wallington, NJ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I will stick to the black and white facts here to provide an objective history of what has transpired that has led to this complaint. Upon moving to XXXX, NJ, I received a promotional mailer from TD Bank claiming : " Open a TD Premier Checking account and earn {$300.00} when you set up and receive direct deposits totaling {$2500.00} or more within 90 days of account opening. '' I proceeded to call the branch listed on the mailer to inquire about the promotional offer - and in fact spoke to the branch manager on more than one occasion before opening the account. The branch being : XXXX XXXX XXXX, XXXX, NJ XXXX XXXX Branch Manager - XXXX XXXX My specific concern was around the terms of 'new personal checking Customers ' as there is HELOC account under my father 's name, with me as joint due to his elderly age status ( however the account specifically belongs to him ). At the time, I was assured by the manager that this would not disqualify me. Additionally, upon opening the account on the evening of Friday, XX/XX/2018, the banking associate confirmed ( verbally ) that this would not invalidate the promotion. It was further confirmed that the requirement to obtain the {$300.00} promotion was to have a cumulative total of {$2500.00} enter the account via direct deposits during the first 90 days ( that they need not be repeated direct deposits ). Though I can not recall with 100 % certainty, this was likely confirmed with telephone support in the early part of XXXX ( their lines are recorded so pull the logs ). On XX/XX/XXXX a direct deposit of almost {$7000.00} hit the account and therefore met this {$2500.00} threshold. Since then I have dutifully waited for the bonus to post " no later than 125 days from account opening. '' When the time had passed I reached out to TD via their phone support and this is where the problems began to surface. On XX/XX/XXXX at about XXXX. EST I spoke with XXXX who claimed that because of the HELOC under my father 's name I do not qualify for this promotion ( but specifically confirmed that I met the direct deposit requirement ). I was then transferred at XXXX. EST to a supervisor of his, XXXX, who claimed that I now apparently have multiple historical personal checking accounts with TD bank ( untrue ) and the HELOC was not the reason for the disqualification. She informed me that I must reach out to the branch manager, XXXX, to sort the problem. When I spoke with XXXX on the morning of Monday, XX/XX/XXXX, she informed me she would investigate and requested that I send her the details of the promotion. She no longer has a recollection of the conversations from XXXX, which is fair, though fortunately all these lines are recorded for security purposes. XXXX now claims that TD Bank only sends promotions like the one I received to non-existing customers. Therefore, it was not the HELOC under my father but some other reason. Upon touching base on Tuesday, XX/XX/XXXX, I was informed that I did not qualify because there was only one direct deposit and not multiple ( the opposite of what the phone representative informed me on XX/XX/XXXX and also back in XXXX ). As this point I decided this was going nowhere and informed her I would file a formal complaint with the CFPB. From the above you can see there are multiple problems with the exchanges between TD Bank and me, the customer. Not only was I misinformed on multiple occasions as to whether I qualify for the promotion or what the actual requirements were ( they changed every time I called or spoke to a representative ), I was ostensibly sent misleading marketing materials. If they " knew '' I had an account at TD Bank, why would they send a promotional mailer address to me, by legal name, advertising this promotion targeted to me by name. ( I put " knew '' in quotes as there is an obvious lack of consistency in any sort of response as to what is going on with this account promotion. ) At this point in time words can not express the level of frustration associated with the feeling of a 'bait and switch ' on the promotion, the wasted time of speaking with multiple representatives who all contradict each other and the thought of how many times this must happen to other consumers that will not raise their hand to say this is wrong, misleading and unethical.
Company Response: Closed with explanation

Timely Response

2018-06-05

Belleview, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2018-06-04

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2018-06-04

Manhattan, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-04

Boca Raton, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-04

Carneys Point, NJ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I use TD Bank on XXXX XXXX, XXXX XXXX NJ XXXX. On XX/XX/XXXX I received a letter and copy of a check for my rent dated XX/XX/XXXX8 from my Land Lord. The check was stamped 'Account unlocated and so the courtesy check from TD BAnk was not honored.. I took both letters into TD Bank XX/XX/XXXX I was informed that the even though the money was in the account the check was not honored because the bank manager preferred for me to buy their checks and that I used 25 courtesy checks a month. This not true. I get 3.They didn't accept the letters. I asked for the manager and told she was unavailable. XXXX XXXX. I contacted TD BAnk 's corporate office with this complaint and was told that the check should have been honored and I can't be forced to buy their checks. My landlord was charged for a return check and I was late on my XX/XX/XXXX rent. I returned to TD Bank the on XX/XX/XXXX and spoke with a representative there and was told the manager stopped payment on the courtesy check, even though the funds were available and that the manager makes the rules and she preferred I purchased their checks. She could do anything. I then attempted to take money off my Debit card and suddenly my pin number was no good twice. I again reported this to TD BAnk, Corporate. I was forced to use and pay ATM fees to cover my bills. The rent money was withdrawn and turned into money order. There were 2 tellers both doing nothing and I waited and waited. On XX/XX/XXXX, I went to make a withdrawal and deposit and asked for 3 courtesy checks. The teller ( who refused to give me her name ) She immediately went into saying I can only get 3 courtesy checks. I told her I can't manage a checkbook and end up with fees for bounced checks. She informed me that the fees would be the same for courtesy checks. She's harrassing me to purchase their checks. For over a year I get and sign for 3 courtesy checks and I always have to sign for them. Today I was handed the checks without a signature needed. This made more more uneasy. I asked why I didn't have to sign and was told I just didn't. This was also reported to TD Bank Corporate office today and they agreed that all courtesy checks should have been honored and they would look into it. Now when I go to the bank, no one wants to serve me or they give me a speech about buying their checks. This unfair treatment and refusing to pay checks and forcing me to purchase theirs is not right.
Company Response: Closed with monetary relief

Timely Response

2018-06-04

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with monetary relief

Timely Response

2018-06-04

Fort Lauderdale, FL

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Problem getting a working replacement card
Company Response: Closed with explanation

Timely Response

2018-06-04

NJ

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I have been charged over {$700.00} in fees in the past 30 days and TD Bank will not do anything to either reverse 1/2 or all of the fees. Though they made suggestions to me on how to fix the problem, I followed through and did so, still they will not work with me about the excessive fees. District Manager claims to have called me however I never got a call from him whatsoever.
Company Response: Closed with explanation

Timely Response

2018-06-03

PA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: My Td bank debit card was charged for Unauthorized items. {$22.00} on XX/XX/XXXX XXXX {$130.00} {$210.00}. On XX/XX/XXXX. XXXX
Company Response: Closed with explanation

Timely Response

2018-06-02

Simi Valley, CA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: I have a loan with XXXX/TD. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and XXXX/TD with no successful resolution. XXXX, XXXX and XXXX are reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX and XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-02

Tarzana, CA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: I have a loan with TD BANK USA/XXXX XXXX I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and TD BANK USA/XXXX XXXX with no successful resolution. XXXX and XXXX are reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/2017.
Company Response: Closed with explanation

Timely Response

2018-06-02

Ft Myers, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2018, my TD Bank debit card was charged {$84.00} by XXXX XXXX in an unauthorized transaction. I immediately messaged TD Bank and asked them to deny the transaction and credit me the debited amount. 24 hours later I was messaged that I was required to go to a TD Bank branch and file a " Form XXXX '' I asked TD Bank to fax or email me the form to fill out ; they messaged me " no can do. '' I explained that I live 50 miles from the nearest TD Bank branch and that I am unable and unwilling to drive that distance. 24 hours later I was messaged to call the phone number to have a customer service person fill out the form for me. I tried calling the TD Bank phone line but on each of several attempts was told " the hold time is in excess of ten minutes. '' After my first hold went 20 minutes I hung up and messaged TD Bank again with this complaint. I have been a customer of TD Bank for many years. Although the folks who messaged me were in every way polite and respectful, they insisted this is the only way to dispute a transaction. Interestingly, XXXX XXXX has a link on every transaction to dispute it. I am still without the {$84.00}. Thank you for your help.
Company Response: Closed with monetary relief

Timely Response

2018-06-02

Philadelphia, PA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: My son past away XX/XX/16, his wallet which contained his bank card and bank account number was stolen from me while I was in hospital to see him. ( Police report filed ) A family member and an XXXX XXXX falsified his death certificate and used falsified death certificate to go into the TD Bank, Branch # XXXX, XXXX XXXX XXXX XXXX, XXXX, PA XXXX and took out over {$3800.00} of funds and closed his account. This undocumented immigrant was not authorized to take this money. Person was not listed on account or listed as a beneficiary. Person was on parole and the time and still on parole. Vice President XXXX XXXX, Vice President is trying to cover fraud since she is involved with this undocumented immigrant and another business member of the community. The end result the other business member of the community received money he/she was not entitled too, as well as this undocumented immigrant who doesn't have proper identification to cash a check. ( Police reports filed ). I am the administrator of my son 's estate and I demand an investigation, return of funds. My son has outstanding funeral bills. I want these individuals prosecuted for this fraud. The law states you do not steal from the deceased without the proper probate paperwork. I spent one year legally to prove death certificate was falsified and thus it was amended.
Company Response: Closed with explanation

Timely Response