TD BANK US HOLDING COMPANY

2018-10-12

New York, NY

Fees or interest

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

Charged too much interest
Company Response: Closed with non-monetary relief

Timely Response

2018-10-12

Key Biscayne, FL

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: My problem started today XX/XX/18 at around XXXX in which a tried to make a purchase of {$2.00} at a cafe inside my employer offices. Upon presenting my Debit Card ending in # XXXX to the cashier, I received a DECLINED transaction from the cashier. Upon facing the embarrassment in front of all my senior management staff. I just left and headed to my meeting, skipping lunch. While waiting to my meeting i called using my personal Cell Phone to call TD Bank from withing the Bank 's own APP. I got to speaking with the agent within a minute since i used the APP to get in contact with Customer Service. Upon starting my conversation with the agent the agent asked me my name and address. I complied, I told the agent right away what seemed to be wrong with my account and why my card was declined. upon being put on a short hold. She comes back and starts to ask me additional questions, in which i responded what is this for? i looked at my phone and stated a have to go, I'll call back later, I have to take another call. The other call was from my coworkers at the meeting asking where was I. I left my job at around XXXX and immediately call TD Bank again from my phone from within the APP. Again started speaking with an agent in which after a brief conversation and a guess verification came back and stated that my account was locked and that I needed to go to a Branch to resolve my matter and security protection. I got even more upset then I have already have been all day because of not been able to use my card all day. I asked to speak with a manager that could handle the situation. After a hold of about ten minutes a XXXX XXXX, supposedly from the CUSTOMER ESCALATIONS DEPT. started to assist me, asked me for my name and address and asked me if a was on a speaker phone in which i stated i was and changed to to the actual phone instead. I provided the story AGAIN for THIRD TIME.after being put on hold for a while, in which I also stated the reasons why I could not go to a branch would be a solution to fix the problem now or possible in the future because my work hours were no allowing me to to a branch. ( I work six days a week from XXXX to XXXX with a half hour lunch and the nearest branch from my job is about 2 miles away in which i would not have the time. That info is for FYI purposes. ) By this time i have completely lost my patience as i have been pulled over on the said of the road and almost a hour into this conversation with no resolution. a simple problem became an argument with absolutely no resolution I asking XXXX XXXX if he was from the Customer Escalations in which he kept denying and I kept getting even more upset. I explained that I going to file and escalate this to this department and TD Bank 's Chaiman Services. Now while being pulled over on the side of the road my Car eventually ran out of gas and now I have to call XXXX and wait for them respond to my call of assistance to bring gas because I had ran out and my car would not start. While now waiting for XXXX, Not having access to my account all day, not being able to eat lunch or dinner, being on the a side street pulled over and ALSO out of gas thanks to TD BANK. I decided to give TD Bank another call to see if speaking with someone else would provide a better resolution. I called spoke with another agent and went through the process again for a fourth time now. The agent then transferred my to speak with her manager XXXX a Manager from the XXXX XXXX Call Center in New Jersey. She was the most helpful person I dealt with all throughout this process. Even though she was not able to correct my problem, she presented other options to help me, EVEN THOUGH NONE OF THEM CORRECTED MY SITUATION RIGHT AWAY. One option was to send a secure message from within the APP in which I did and as of me writing this complaint I still have not received any answer from the ONLINE SECURE MESSAGE DEPT. I want to understand how is it possible that a member of management can not send an email or instant message to a department that are within the same building and work for the same company .... I told the manager that i was going to file this complaint with you and TD Banks Charman Services. I want a full explanation of the handling of my situation. Also as an FYI .... XXXX did not arrive to my location until XXXX and a got home at XXXXt ... .. Completely utterly disgusted with the bank on which supposedly stride themselves on " Legendary Customer Service '' Thank You. XXXX XXXX XXXX Disgusted TD Bank Customer
Company Response: Closed with monetary relief

Timely Response

2018-10-12

Milford, CT

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2018-10-12

Dover, NJ

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-10-12

Fisher Island, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-12

Brooklyn, NY

Fraud or scam

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

Complaint: I met a Man online and asked me to borrow {$74000.00} and give me a fake business address associated with a real TD Bank account located in XXXX New Jersey. He asked me to wire the money to his business account located at TD bank account. When the money was wire from my XXXX XXXX account to TD bank, the fake business address was also sent over to TD Bank. However, TD Bank accept the wire but fail to check the business address associated with the real account. After I wire the money I realized that the business is a scam but the TD Bank account number is real and still open. I am asking the CFPB to also look into TD Bank practices to see if td bank is following the law when opening bank accounts and verifying information when accepting wire transfer. If TD Bank should have compare the fake business name to the real account and they should have notice that the business name and account number did not match. TD Bank should have rejected the wire and flag the account as fraud. I am asking for TD Bank to investigate this fake business attach its name to a real TD Bank account and return the money to my XXXX XXXX account. TD Bank account information where the wire transfer went into is : Account number : XXXX Routing number XXXX Also, this man is using a fake name XXXX XXXX also XXXX, also XXXX XXXX He has a paid XXXX profile for creditability under XXXX XXXX. If an investigator would like to investigate his real name you can contact XXXX, XXXX, and TD bank. He is currently a new member at XXXX under a new name XXXX XXXX I reported this incident to the FBI internet scam department, Attorney General, TFC, FCC.
Company Response: Closed with explanation

Timely Response

2018-10-12

Arco, CA

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2018-10-12

Hillsdale, NJ

Trouble during payment process

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

Company Response: Closed with monetary relief

Timely Response

2018-10-12

East Newark, NJ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2018-10-11

MD

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: TD Bank completely misled me into opening a checking account with them and depositing money into their bank. In XX/XX/2018, TD Bank advertised the following requirements to earn a {$300.00} dollar bonus : 1. New customers open a TD Premier checking account online 2. Receive direct deposits of {$2500.00} within 60 days of account opening 3. Earn {$300.00} posted to the account within 95 days I met the above requirements for the {$300.00} bonus, yet TD Bank has not posted the bonus to my account. After I complained that the bonus should have been posted by XX/XX/2018, a TD bank representative said the bonus should post during the next fulfillment cycle no later than XX/XX/2018. To date and 148 days later, no bonus has been posted to my account. Attachments are provided showing : ( 1 ) Terms of the offer ( 2 ) That I opened a TD Premier checking account on XX/XX/2018 ( 3 ) That I posted more than {$2500.00} in direct deposits within 60 days of account opening ( 4 ) That I was told by XXXX XXXX, a CSR for TD Bank, that my bonus would post during the next fulfillment cycle in 2-3 weeks.
Company Response: Closed with explanation

Timely Response

2018-10-11

Dixmont, ME

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-11

Ocala, FL

Getting a credit card

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

Application denied
Company Response: Closed with non-monetary relief

Timely Response

2018-10-11

Cloverly, MD

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-10-11

Frederick, MD

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-11

NJ

Problem with a credit reporting company's investigation into an existing problem

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

Was not notified of investigation status or results
Complaint: I had an account with TD Card Services that went into default and I was working with XXXX XXXX XXXX XXXX to clear the debit. On XX/XX/2018 I received the letter in the mail from XXXX XXXX XXXX XXXX that my TD Account ending in XXXX had been settled and my debt was satisfied. I was told by XXXX XXXX that it may take a couple of weeks for TD Bank to report the change to the credit bureaus. Today, XX/XX/2018 I checked my credit report with XXXX and saw that TD Bank is still reporting Charged off on my account, it is still open and still showing that I have made 0 payments. I called TD bank at XXXX and spoke with XXXX operator ID XXXX who refused to let me speak with supervisor and hung up on me. I then spoke with XXXX XXXX at XXXX XXXX who told me there is nothing he can do about it because they do not do the reporting to the credit bureaus, that I needed to call TD Bank back and speak with a supervisor. I called back and got Supervisor XXXX on the phone, ID XXXX who told me I needed to call Admin Recovery because it had been more than 181 days since the account went into default. I tried to explain that back on XX/XX/2018 when the account was settled it was not XXXX and this issue, if dealt with in a timely manner, would not now be 181 days out. She said she would have to escalate it to another department but offered me no info on call back but told me I could try and call her back. She stated there probably is not anything I can do. When I brought up the Fair Credit Reporting Act, she became defensive and told me I needed to go and start a dispute with the credit bureaus, which I have already done. This system is broken and it is impossible for an individual to be treated fairly. These agencies talk to you like you are losers because you had some financial trouble and they don't want to help you.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-10

Fort Pierce, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: my account was used to online and i dispute the claim and the bank is denied my claim when i file the police report still dont want to help me to get my money back to my account the amount XXXX iam a victim of identity theif i did not made this charge im requesting the charge need to put back to my account that any finance and other charges relates to the fraudulent amount be cretdited as well and that i receive an accurrate statement
Company Response: Closed with explanation

Timely Response

2018-10-10

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: TD Bank services my mortgage and taxes/insurance are escrowed. TD has failed to pay and remit timely payments for property insurance. There is more than ample escrow funds, mortgage is current and there is no reason to explain this issue. Contact was made on XX/XX/2018, XX/XX/2018, XX/XX/2018, XX/XX/2018 and XX/XX/2018 to resolve this issue. On each date listed, TD Bank has assured us that they received the insurance bill and that payment would go out overnight. They failed to complete this simple task and the injury is that insurance cancelled on XX/XX/2018 after 30 days of non-payment. In order to avert cancellation, I personally paid the insurance for one quarter ( even though TD Bank is supposed to pay through escrow ). I raise this issue to the CFPB for resolution not just for my case but more importantly to red flag why there is such a flagrant disregard for remitting timely insurance payments. Hopefully, this can help avert the same issue for other consumers that find themselves innocently in this situation where your mortgage firm does not fulfill their escrow obligations and introduces risk.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-10

Rochdale, NY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: To Whom It May Concern : After viewing a copy of my credit file due to being a victim of identity theft. I have notice an account placed on my credit file from XXXX stating I owe {$550.00} This account does not belong to me. I have tried on numerous occasions to correct this issue at hands with XXXXt fraud department providing them with a copy of a police report in addition to a fraud survey and identification. I was provide with a contact person name XXXX at ext XXXX main number of XXXX Who I have been calling for the pass couple of weeks/months to get this issues resolve ; The contact person has been avoiding my calls ; I have sent over numerous communicates via certified mail.
Company Response: Closed with explanation

Timely Response

2018-10-10

Indianapolis, IN

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: XX/XX/XXXX - Contacted by phone - Contacted them about fraudulent account opened in my name. XX/XX/XXXX - Sent Letter - Dispute Letter and XXXX Fraud Questionnaire this included Police Report and FTC Report XX/XX/XXXX - Received bill from XXXX - Called the number given on the bill - I disputed the account and stated that I had been a victim of identity theft. The person on the phone stated that this account is my liability researched by XXXX the investigator. I asked for badge and/or last name of XXXX was denied. I asked the man on the phone for his name and he refused and then hung on me because my spouse was listening, Disconnected without giving me the name @ XXXX XXXX XX/XX/XXXX - Sent Letter - Sent FTC Report, Proof of Identity, and FTC Documents to dispute bill. XX/XX/XXXX - Received another bill. Called by phone to inform them that they were not supposed to be continuing collections protections.Called and talked to XXXX who tried transferring me to XXXX. XXXX phone was busy. I gave XXXX my cell phone and asked him to have XXXX give me a call. No one called. XX/XX/XXXX - Received a collection notice. Called and spoke with XXXX who transferred me to XXXX in Fraud who is reviewing my bills.If anything is needed, XXXX is going to call or email me. Gave my email to XXXX who states she is going to talk to him in detail and try to get this cleared up. No response. XX/XX/XXXX - Received credit update by Identity guard who informed me that the XXXX Bill was still on my credit report ( XXXX Only ). The charges have gone from {$3500.00} to well over {$4800.00} even when they knew this was fraud and others on the line knew they had received all of the documentation.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-10

East Freehold, NJ

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

2018-10-10

Newark, NJ

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2018-10-10

Patterson, MD

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: Dear rep, i am submitting this complaint because my credit report has significantly bin damaged by your reporting i was never late on my account the only reason i was late is because you had the wrong address on file i have spoken to one of your reps and they even told me that you got return mail and that the statement never got to me so i ask that you please update this account to reflect a current on time payments for XXXX and XX/XX/2018
Company Response: Closed with explanation

Timely Response

2018-10-09

Burlington, OK

Unable to get your credit report or credit score

Vehicle loan or lease: Loan

Other problem getting your report or credit score
Company Response: Closed with explanation

Timely Response

2018-10-09

Wheaton, IL

Other features, terms, or problems

Credit card or prepaid card: Store credit card

Other problem
Complaint: On XX/XX/2016 I opened a {$500.00} credit line with XXXX and I failed to make one payment on time out of 21 payments and they dinged my credit. Ive been in good standing with them ever since and its still on my credit report! I have just gotten married and am looking to purchase a home soon and I need help getting this off my credit! This is affecting my credit and is making it harder for me to do what I need to do. Can you please help get this off my credit history!?
Company Response: Closed with explanation

Timely Response

2018-10-09

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response