ComplaintsforTD Bank

Bank

Multi Location Business

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Initial Complaint
12/22/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I currently have a mortgage loan with TD Bank and am experiencing a comedy of errors that are incomprehensible. I was applying for new credit and was informed by my creditors that my median credit score was in the high 600's. I was really surprised to hear this as I try to maintain a credit score in the high 700's, low 800's. After hearing this, I requested a copy of my credit report from all 3 reporting agencies and found that TD Bank reported that one of my mortgage payments was delinquent for 60 days, dropping my score ******* (on average) with the reporting agencies.To explain the situation, my mortgage was under forbearance beginning in April 2020 - September 2021 due to COVID and protected under the CARES ACT. During this time, all payments were suspended and no payments due. Then, beginning in October 2021, payments were to resume as normal (with payments that were deferred being due at the end of the term loan as a balloon payment). So, the mortgage payments were made as normal for the months of October, ******************** I contacted TD Bank numerous times and spoke to various representatives. All informed me that I can submit the dispute through the credit reporting agencies and via a form on their website, however, the resolution would take 60 days. To add insult to injury, every single representative I spoke to said they did not show any payments being past due or late!!I, in turn, filed a credit dispute through all 3 credit reporting agencies (with supporting documentation) and also sent an email to the ***************** (copying various individuals) in an effort to get this resolved more expeditiously.As I mentioned in my letter, I am willing to proceed via the proper channels, however, waiting 60 days for an item to be corrected because of an error made through TD bank back end office, is ************************* is unfortunate that a consumer has to file a complaint through the BBB to get a resolution for an error your back end committed
Business response
12/30/2021
Good day. Please see the attached letter. Thank you.
Initial Complaint
12/20/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/18/21 and 11/19/21 I had fraudulent charges on my credit card. I called and reported them right away and I have a new card now. I still have 4 charges still no action on whatsoever. I have called multiple times and still nothing. These remaining transactions total $862.24 and I want them taken off of my account. It shouldnt take this long!
Business response
12/29/2021
Good day. Please see the attached letter. Thank you.
Customer response
01/04/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*****************************
Initial Complaint
12/16/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I opened a TD bank account days ago online , on December 13 , 2021.I filled all my personal information , accurately I've been with another bank for 13 years and wanted to switch to TD bank permanently After reading several reviews and complaints on BBB and other sites. I decided to close my account .I had already had a family member zelle me 1$ so that my account had something in it and was planning to update my federal disability direct deposit to my new td beyond checking account, but that would take weeks to go into effect so in the mean time wanted something in my new account. I believe a day or so after opening and having a family member send me a dollar, I read those negative reviews about how TD bank doesn't honor the 300$ bonus and other pretty bad reviews. So I decided to message customer service in app days later on dec 15, ********************************************************************************************************** as I assumed a checking account can't be closed with money in it I received a message from "*** ,TD Bank Digital Specialist" on 12 /15/21. And he coldly stated my account is in "no check status"And I'd have to go to branch to fix this I sent message back today saying I didn't open at a branch This is completely despicable after reading what no check status means , that td would lock my account I don't understand why this happened. I just want my account closed , I completely regret this experience and TDbank should apologize to me for it As stated previously , I did nothing to warrant this. And ALL my personal details I filled in is 100% correct
Business response
12/23/2021
Good day. Please see the attached letter. Thank you.
Initial Complaint
12/15/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had gotten a ***** company credit card which is serviced by TD Bank. I placed a payment on November 18, 2021. It took TD bank till November 23, 2021 to pull the money out of my bank account which then resulted in my account being overdrawn and the payment being rejected. I reached out to TD Bank on December 3, 2021 when I realized they had penalized me by the ***** Co. statement being mailed to my home. This phone call was to ensure I was not to be blamed as they take anywhere from **** business days to pull funds which Ive asked them in the past to pull these funds within ***** hours. They agreed to not charge me a late fee and to not penalize me due to this mess up. When I received my statement, it did in fact have a late fee and I had noticed they dropped my credit limit from ****** dollars to **** dollars which was less then the amount I still owed for the rings I purchased. This was then reported maliciously to the credit bureau which caused an increase on my credit spending by 120% dropping my credit score 50 points. Due to this Ive had to file a dispute with my credit agency. When I called on 12/15/21, I first spoke with *****, a customer service rep, who reversed the late fees and sent me to speak with ******, a credit service rep. ****** was unable to help me and stated I would need to write a letter to the customer service unit **** however, could not give me the address to send the letter to. She sent me to *****, a supervisor, whos Rep ** is CW1. He gave me the address to mail my letter to, however, admitted that this is a typical practice to drop the credit limit below whats owed. He also admitted that this issue was not my fault. Ive now had my credit affected, had to pay late fees and overdraft fees, and effects my business as I am a small business owner and the effects on my credit that this has had has prohibited my ability to use my credit. I want to add I've never had a late payment and have always paid over the minimum. Have had good credit
Business response
12/23/2021
Good day. Please see the attached letter. Thank you.
Customer response
12/28/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business response
01/06/2022
Good day. Please see the attached letter. Thank you.
Initial Complaint
12/15/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
TD has charged me $75 in "maintenance fees" on an account that I want reversed. The account ONLY went below threshhold because they charged me a $3! Then sneakily charged me $25 a month for 3 months!!!
Business response
12/23/2021
Good day. Please see the attached letter. Thank you.
Customer response
12/23/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Ashley

********* has not responded at all to me regarding my requests for a refund OR to close all my account. As a TD Bank customer for NEARLY 20 years , how you treat customers is shameful.
Business response
01/05/2022
Good day. Please see the attached letter. Thank you.
Initial Complaint
12/15/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Td bank has a check of mine hostage.. Originally I was told if check is deposited it would clear in 1 to 2 business days.. They claim it needs verification and are holding it 8 days
Business response
12/24/2021
Good day. Please see the attached letter. Thank you.
Initial Complaint
12/14/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/12/21 I attempted to transfer $150 to my daughter, *******************************, via ***** through my TD bank account. On 10/27/21 I then attempted to transfer another $400 to my daughter. She never received it because it was transferred to a stranger named *************************. Apparently he bought her previous cell phone number and the $550.00 was sent to this stranger. TD Bank told me to put in a claim and to call ******** at my daughters previous phone number to request he rightfully return my money. He answered saying this is not my phone, I dont know what youre talking about. I didnt get any money.I entered claim as Unauthorized transaction and TD Bank denied claim on 11/1/21, stating Customer indicated the transactions being claimed were initiated and authorized. This is not true. I initiated and authorized monies be sent to my daughter, not a stranger who happened to get my daughters previous cell phone number. TDBank is responsible for safeguarding a customers money. In this case they failed to do so which is unacceptable. I went to a TD Bank manager, *****, who entered another claim for me 12/14/21 and advised me to call ************************* again requesting my money. If there was any way I could have foreseen that my money would be transferred to a stranger due to the assignment of a previous phone number I would never have made the transfer. TD Bank and Zelle should both be held accountable for their mistake of failing to safeguard my monies, since these companies allowed the transfer of monies to the wrong party based upon an incorrect phone number. This is the point where they both dropped the ball and made an incorrect transaction to a party that was never authorized to receive anything by myself. Please return the $550.00 to my TD account. Otherwise Ill close my account and begin litigation if I do not receive satisfaction through the BBB. I look forward to your response at your earliest convenience. Many thanks for your time and assistance. ***********************
Business response
12/23/2021
Good day. Please see the attached letter. Thank you.
Initial Complaint
12/14/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife made a checking deposit in the Niskayuna branch ATM totaling $2410 on 12/6/21. They were 4 separate checks written by my mother-in-law. These were flagged as fraud and the money has not cleared the account as of 12/14/21. I have made numerous calls to the fraud division and visited my local branch to get access to this $. Someone at the bank flagged these as fraud. I have written checks to and received them from this person before. Are you suggesting that I am attempting to defraud the bank? I have been a customer for over 20 years. I have never tried to deposit bad checks. The checks cleared her bank account the next day, 12/7. Now, it's been over a week and it still hasn't cleared ours.Interestingly, in 2019 I wrote a $50 check that was fraudulently cashed by another individual. I told the bank about it, filed a police report, and made numerous calls to get my money back then, and it took over 8 months to be refunded.
Business response
12/24/2021
Good day. Please see the attached letter. Thank you.
Initial Complaint
12/13/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Just received several credit monitoring alerts regarding TD Bank. My Fico score just dropped 36 points and I am NO longer in the Excellent category. The other credit bureau ratings also dropped due to the comments made by the bank which are not accurate. There are no open disputes. I called the bank several times to ensure they knew that I worked through BBB and that everything was handled within days. I advised them to see the credits on the statement. Plus the bank was never involved with trying to resolve the issue. For some reason, they made comments to the effect "Account in dispute under Fair Credit/Billing Act. Unfortunately, they also made a comment NO PAYMENT HISTORY AVAILABLE. That translated into information not reflecting my $20,000 credit line. That in itself reduced the amount of available credit. Since I called the bank several times, I thought this would be the quickest way to get this rectified. I watch my credit very closely.
Initial Complaint
12/12/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
September I mailed payment of ****** to TD Bank. TD Bank never received the payment by 9/15/21. I went in the bank on 9/16/21 and made a payment. (I assumed the original payment was loss in the mail) The check submitted was ****** instead of ******. A week later I received a late fee notice. I didn't know the reason, I immediately called TD Bank about 9/27/21. TD Bank representative said I had a shortage on my account of 44 cent. Because I did not want my account to reflect a shortage the 44 cent payment was made immediately on the phone. I asked if October's payment could be taken out with the 44 cent. Rep said yes. A payment of ****** was taken from my checking account. (This payment cleared my bank on 10/4/21.) I asked if the late fee would be removed since I in good faith had tried to pay my mortgage by mail since the beginning of September and the account had a small shortage of 44 cent. It was my understanding she said it would be sent to a department to have the fee removed. I received a letter October/November stating I was delaying in making my payment. No amount was indicated. I immediately called TD Bank and was told my account was current no fees were due. My December Statement was $480 **. In August an extra ***** was added to my account for escrow. I thought the extra amount was due to escrow since November's statement did not show a late fee. On December 10, 2021 I called again. The First rep. did not give me a chance to explain the payments I made. He hung up the phone. The other representative did give me a chance to explain but she kept stating the representative I spoke with last month would not have been able to tell me I owed a late fee. I am not satisfied with this explanation. I would like a written explanation from TD Bank. I want a letter of explanation stating why I was not given the correct information when I called
Business response
12/21/2021
Response attached

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