TD BANK US HOLDING COMPANY

2019-08-09

WA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: I have not been receiving statements from this company, which caused a late payment. Multiple phone calls have been made to the company and they assured that they would remove the late fees and reverse the late payment on credit report. They have yet to do so and keep reporting it as correct even though it is wrong.
Company Response: Closed with explanation

Timely Response

2019-08-09

Fairfax, VA

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with monetary relief

Timely Response

2019-08-09

La Verne, CA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-08-09

Manhattan, NY

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with renewal
Company Response: Closed with explanation

Timely Response

2019-08-09

Stonington, ME

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-08

Oakton, VA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Closed with explanation

Timely Response

2019-08-08

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: To regulators, This is my 3 or 4th complaint against TD Bank. They are literally much worst than the problems of XXXX XXXX. Right now, there was a fraudalant charge that TDBank flag to me over text and ask if that was real. I answer back over text that its fraudulant. They text back they will review that over text. Normally, I expect them to freeze that charge like before, somehow their new run-around setup is all no help and fraud charge noted in the text answer stated above went through and posted on XX/XX/2019 after my additional message on the TD Bank website saying its fraud a second time. After waiting about 6 to 8 hours, I went on the website to ask for update of my claim that its fraudulant charge. No answer over 24 hours. Then I called in, nobody understand nor care to fix the at-issue item I repeatedly stated about the fraud charge, they say " not my dept '' or " not my job '' run-around. Nothing gets done and a waste of time either going to through unending verification and then no help or a direct person that handles CFPB complaints and say its " not my dept '' can't really help. Thats why I am submitting another CFPB complaint to get actual help. The only possible results has been asking regulatory actions against TD Bank and revocation of business due to repeated setup of harm to consumers and their access to service. I ask your organization to start regulatory reviews of TD Bank products and services. I only get anything done in help by official complaint and hope there's repeat heavy fines against the organization and their personnels. The fraud charge was for " XXXXXXXX XXXX '' of - {$130.00}
Company Response: Closed with monetary relief

Timely Response

2019-08-08

San Francisco, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-08-08

Chicago, IL

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Overcharged for something you did purchase with the card
Complaint: The cost of my online order was changed after I placed it. My order confirmation reflects the charge I authorized, {$70.00}, and by the time the item has shipped the adjusted cost of the order has been buried in the bottom of an email, now {$73.00}. An incremental charge of {$2.00} is listed on my statement that, and the new order details online reflect the adjusted {$73.00}. I called to dispute the charge, had to navigate four customer service reps over almost 40 minutes to have it removed. The person who finally agreed that it would be removed wouldn't let me finish a sentence, informed me that my dispute of {$2.00} is ridiculous ( which is not up to him ), that they regularly adjust prices after the transaction to account for where the product is located when it's ordered ( which it seems to me they should already know when I submit my order ). It's sneaky at best to mislead online customers as an expected business practice. There are no disclaimers about adjustments on my receipt.
Company Response: Closed with explanation

Timely Response

2019-08-07

Coram, NY

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2019-08-07

Hemby, NC

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-08-07

Airmont, NY

Trouble using your card

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

Can't use card to make purchases
Complaint: On XX/XX/19 and XX/XX/19 I tried to purchase airfare on airline carrier that have bought in the past, three times on XXXX XXXX and once on XXXX. No reason, no one called to verify the charges, going online, were not alerts but under charges said merchant id amount and real time score.. On XX/XX/XXXX Spoke to XXXX, she refused to provide any info, she said that they blocked the charge for no reason, she was explained that we have in TDBank over quarter million dollars, and TD caused a loss of {$XXXX}, she said to escalate to her management and they will post {$XXXX} worth o bonus points to the account to offset the loss. Nothing happened, On XX/XX/19 XXXX Called the Georgia call center and was answered by XXXX , who she was rude, obnoxious and terrorizing, refused to provide any info about herself or her supervisor, she was demeaning and threatening to seize our money ... Refuse to make good, she was asked for her physical address to send a summons for the loss and she refused to provide, at the same time, she was informed that she will be tracked down and maybe called as a witness she transferred the call to XXXX , who she said that I can not bring a suit, she is a director of credit card services, and they are exempt from US law, as they are subsidiary of a XXXX Bank .
Company Response: Closed with explanation

Timely Response

2019-08-07

Bellevue, IL

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with non-monetary relief

Timely Response

2019-08-07

Airmont, NY

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: On XX/XX/19 A charge by XXXX XXXX for {$26.00}, Have advised the TD Card services, spoke with XXXX, she said it was a small charge and will issue a dispute, give a temporary credit. I offered her an email that was sent to XXXX XXXX disputing and informing the charge was invalid and unauthorized, she then said that the credit be permanent. Well nothing happened. Nothing was done by TD card services.
Company Response: Closed with explanation

Timely Response

2019-08-07

Broomall, PA

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

2019-08-06

FL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: We started a mortgage process with TD Bank on XX/XX/XXXX, to purchase a condo in XXXX, NY for my daughters. We never shopped around because my daughter was very happy with TD services in the past 10 years. At the beginning, they offered a 30 year old mortgage with no points at 3.5 % fixed rate. Upon request, we provided all necessary documents TD asked for and through-out the process, we requested the closing to take place by XX/XX/XXXX since my daughters had to move out of their current apartment as others were scheduled to move in the next day. TD Bank consistently assured us that the closing WILL take place on time. To our surprise, a week before the closing date, TD started asking for the same documents that we had provided and waited to the last week for employment verification which they couldve done at the very beginning. The loan officer apologized for late handling and processing the case via email and phone calls. TD abject failure to deliver what was promised, caused the closing date to be postponed TWICE which caused us extreme hardship and added costs of living in a hotel for 4 nights and I had to postpone my flight twice. But, the most egregious part of the entire ordeal was when TD Bank inexplicably increased the interest rate to 4 % even-though we had a locked-in rate of 3.625 %, literally two days before the closing and after hundreds of phone calls, emails and texts begging them to honor what was agreed upon, they wouldnt budge and presented some bogus and questionable reasoning and justification. We strongly feel that TD kept us hostage and knowing that we had our belongings in a truck and living in a hotel, we had no other choice but to accept their unfair deal since we couldnt walk away. This was nothing but an extortion which I brought up to the attention of most TD staff including the Regional Sales Manger, but they couldnt care less. We even asked for some type of compensation for our additional expenses by a way of waving or reducing some of their fees and charges to no avail. Most attorneys and people involved at the closing which finally took place on XX/XX/XXXX, five days later than promised, all had negative comments about TD services due to their past experiences, particularly TD Mortgage Division.
Company Response: Closed with explanation

Timely Response

2019-08-06

Gloucester City, NJ

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: I had to file bankruptcy XX/XX/2011 due to my partner stealing money from our company. That caused me to have to put my home into the bankruptcy as it was collateralize for a business loan. On or about XX/XX/2015 , I hired the XXXX XXXX XXXX XXXX XXXX , XXXX , to represent me. During the bankruptcy, we were able to talk to the bank ( TD Bank) and reaffirmed the loan and started a loan modification . XXXX XXXX office assigned me a foreclosure attorney XXXX XXXX, to help me . I signed the loan modification XX/XX/2015 , under duress of a short notice to accept the bank offer for a loan modification. I was and in fear that i would lose my home. I made the payments on the loan modification as agreed from XX/XX/2015 to XX/XX/2017 . During the that time i paid the home insurance until XX/XX/2017, until we were told that the bank had paid it , in XX/XX/2017TD bank began returning my payments to me saying i was in foreclosure . Upon investigation i found out that they accelerated my back due monies, that were suppose to be a balloon payment at the end of my loan modification, had sent me statements to pay thousands of dollars to avid foreclosure. I called and documented every step telling them that they violated the loan modification and i was paying as agreed. Every attempt to reach someone to discuss it was refused. I then received a foreclosure notice XX/XX/2019 . I have documented and attached everything. I am have been subject to extreme stress and financial expense. The bank has violated may laws and our agreement and i need help. I have hired additional attorneys and had to borrow money in fear of again losing my home to TD Bank. I believe they purposefully defrauded me, mislead and confused me in order to falsely put me into bankruptcy to obtain my home. I need help bringing them to justice.
Company Response: Closed with explanation

Timely Response

2019-08-06

Newark, NJ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/2019, I received a call from a XXXX number. I was hesitant to answer but I had a gut feeling i should answer the call. Upon answering the call, an individual stated that they were calling from TD Bank ( HEREINAFTER, " TD '' ) and they want to go over some transactions that seemed irregular on my account. The individual went over two transactions that occurred in XXXX, FL and i vehemently denied all claims because I was physically in New Jersey at the time and I was in sole possession of my debit card. Because of the area i was in, the call kept dropping and the person kept calling back. I become a little concerned with the validity of the call and XXXX the number I was receiving the call from. I then XXXX the number, XXXX and the search came back as TD Fraud department hotline. This put my suspicion at rest. Once we finally got back on the phone, the agent proceeded to help me reset my online banking, issued me a new card, help set up my pin and blocked the transactions from hitting my account. The next day I walked into a TD store located at XXXX XXXX XXXX in XXXX, New Jersey. I met with a TD rep to get an understanding what happened with my account. The rep seemed hesitant to help me which made it even more difficult for me to understand what happened to my account. Once i explained to her that a TD fraud rep called me, she fully understood and told me that many of TD 's customers have been dealing with that issue and that TD is slow to fix the problem. When she informed me of that, i questioned as to why TD wouldn't change their FRAUD hotline if they are well aware of the issue. Thats when she alerted me that transactions totally XXXX had occurred on my account. She also informed me that i couldn't put in a claim until the transaction finally posted the next day. On XX/XX/2019 I returned to the bank to report that fraud on my account. I voiced my concerns with TD bank on this lack of ability to take action. I personally have never made a withdrawal of over {$800.00} from a ATM but TD allowed someone else residing in another to state to make withdrawals totaling {$4500.00} and an additionally transaction in a store of {$500.00}. They didn't stop the transactions for irregular spending or even picked up on the fact that I wasn't in XXXX, FL. I had to go to the brand for 3-4 before work in my uniform using my vacations hours to clean up something i am entrusting TD to protect me and my money from all while being made to seem like I was committing the fraud myself.
Company Response: Closed with explanation

Timely Response

2019-08-06

MA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I had purchased the XX/XX/XXXX XXXX XXXX on XX/XX/XXXX, the dealership financed me through TD Auto Finance. I had also added GAP insurance for {$790.00}, which was also financed through TD. A week later after delivery of my XXXX, I decided I wanted to cancel the GAP insurance. I spoke with the dealership and they sent a cancellation form to TD. Dealership said I would see a return within the next few billing cycles. My first paper statement came XX/XX/XXXX, due date XX/XX/XXXX, total amount due {$340.00}, I paid on XX/XX/XXXX. My second paper statement came XX/XX/XXXX, due date XX/XX/XXXX, total amount due {$340.00}. I log into TD Auto Finance 's payment portal attempting to make a payment, but total amount due shows that I owe a {$0.00}. I check my payment history, and I see that a payment for {$790.00} was made XX/XX/XXXX, turns out TD Bank applied the GAP insurance refund towards a monthly payment. Since my balance was {$0.00}, I made no payment. My third paper statement came XX/XX/XXXX, due date XX/XX/XXXX, this time on paper it says my total amount due was {$0.00}. The {$790.00} GAP insurance refund was still enough to cover payments for this months bill. And once again I logged into TD Auto Finance 's payment portal, and it says I have a {$0.00} balance. I made no payment. My fourth paper statement came XX/XX/XXXX, due date XX/XX/XXXX, total amount due is {$240.00} which is {$100.00} lower than my original monthly payment amount of {$340.00}. The pro-rated amount makes sense, as TD is using the remaining of the GAP insurance refund on this statement as well. {$340.00} + {$340.00} + {$100.00} = {$790.00}. Naturally, I see that I owe {$240.00} for the month so I log into the portal and pay. My fifth paper statement came XX/XX/XXXX, due date XX/XX/XXXX, total amount due {$340.00}, I log into TD Auto Finance 's payment portal on XX/XX/XXXX to make my payment, I am now seeing that I am 60 days past due, and owe {$810.00}, my account is thrown in collections, and TD 's collections department will no help me or provide me with any reasoning. They tell me that this has all been reported to credit bureau, and to get out of collections I must satisfy the {$810.00}. I immediately pay it over the phone. The next day, I am out of collections and can finally speak to a real TD Customer Service rep. I am told that the {$790.00} GAP insurance refund, automatically goes to monthly payments at first via an " automated system '', but then someone manually intervene to have that refund reversed and applied to my loan 's principal balance. My jaw dropped, and my argument was getting nowhere. The rep 's only excuse was, monthly statements are not accurate, and should not be used to determine your monthly payment, and neither should the online payment portal. This is the most asinine thing I have ever heard. All banks in the industry send out statements and you are expected to pay the amount due! It's completely non sense to say billing statements should not be used. Moving on. I asked the rep where the communication was. Why wasn't I told about inaccurate billing statements after a refund has been initiated? Why wasn't I told about the GAP insurance refund being applied to principal? Why wasn't I told that my account was past due? Why wasn't I told 30 days late? Why wasn't I told that I was 60 days late? No calls, no letters, I verified my mailing address, I verified my phone number, they had everything. So, here 's where the plot thickens. They normally do call, but they themselves didn't get notified that the account was past due because of their " automated system ''. The same automated system that generates the inaccurate billing statements, that they fault me for relying on, but don't fault themselves for relying on for not having to communicate with me about any of this. On top of everything, I have made various calls back, to see if I can get a managers escalation, and they keep telling me someone will call me within 24 hours. I have yet to get a call back from anyone. I am beyond furious ; my perfect credit score has plummeted 100 points because of TD 's non sense. Ive worked years on achieving a high credit score. This wasn't me trying to dodge my payments, I have money available to pay my bills on time. I forked over the {$810.00} in a heart beat to get my account in good standing. This bank is very deceitful, shows no sympathy, and very unwilling to help their customers. They are great at hiding information from you and bullying you. I will attach all my statements proving everything.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-06

Hartsville, PA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-06

New Cassel, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-05

NY

Trouble using your card

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

Can't use card to make purchases
Complaint: Someone filed a change of address online for my credit card account. I received a confirmation letter in the mail for an address change a I never made.
Company Response: Closed with explanation

Timely Response

2019-08-05

Boston, MA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2019 I had a TD bank checking account balance of XXXX with 2 outstanding checks totaling less than 200.00, leaving me with at least 200.00+ in my checking. On XX/XX/XXXX, the automated system said I had a XXXX dollar balance. I spoke to TD bank and this is what happened. XXXX from TD Bank told me that she saw something called " deposit correction '' in my account, and that unfortunately sometimes an employee of the bank puts money in an incorrect account, and that she would e-mail her with copies of my bank statement and the withdrawing of my personal checking and savings account. She told me the person who did this was XXXX XXXX, Teleservice Manager at the XXXX, New Jersey TD Bank. To make matters worse, as I had XXXX in my account the day before, she withdrew XXXX - XXXX from my checking account, and then took XXXX from my savings as I had overdraft protection to total the XXXX. She left me in a dire situation as I could not pay my bills, the 2 outstanding checks were going to bounce so more fees, and the overdraft fee. XXXX gave me the name, number of the employee, her manager and his number, the CEO 's number, but due to it being a weekend, was unable to contact these specific people. She told me I should contact XXXX XXXX and ask her to refund my accounts, or talk to her manager to help rectify this situation XXXX XXXX at XXXX, and then gave me the CEO XXXX XXXX at XXXX. I should not have to contact anyone to solve this problem due to an internal error that they made and how am I supposed to figure all this out? And that I need to investigate their system 's internal problem. I have never heard of anyone being asked to resolve this error. She left me in a financial hardship situation as I am on Social Security XXXX and the 2 outstanding checks were going to bounce as well as the fee for overdraft protection, etc, not to mention possibly affecting my credit score which used to be XXXX. I live in XXXX, MA and my TD Bank is in XXXX, MA. I have never authorized anyone to just withdraw money from my accounts. What she did was illegal and she should solve this immediately. Also, by the way, since that was the exact amount of my mortgage, who I do NOT have automatic withdrawal with, I thought it was my mortgage company XXXX XXXX, so I had filed a complaint with you as I didn't know at the time it was actually from TD Bank and not XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-05

Juniper Hills, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-08-05

Broseley, MO

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response