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Complaint Details
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Initial Complaint
06/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Having not received a TD Bank bill in over a month I called on May 16, 2024 and spoke to ***** *Case #***-151-831-24. It appeared that in transition from ******* where we winter to our home in ********** mail went to the wrong address and I never received the monthly payment notice for April 16-May 15,2024 with payment due June 12th in the amount of $269.74. ***** , as a courtesy removed $38.39 for late fee and interest leaving a balance of $230.85. She then indicated I had rewards of $69.70 lowering my payment to $161.15 which I paid that date believing my account was clear as I made no further purchases on this card. On June 21st I received a bill for $74.86 with payment due July 12th. I called to inquire why this charge as I made no purchases since last bill. I spoke with ********************* who checked the situation very thoroughly when she realized my rewards was never processed and the bill was listed with the original $269.74 from the previous month's balance less $161.15 that I paid, $35 credit and an interest charge of $1.27 leaving a balance of $74.86. Recognizing the bank's error she referred me to the Rewards Dep't where I spoke to ******. He put me on hold for over 15 minutes when a recorded voice came on and then a hang up. I had to start all over which took some time till I reached ****** who got on the phone with my husband *****************************, co-owner of credit card and Rewards agent, *****. After heated talk ***** said I had to pay $35 the minimum monthly required payment and in next month's billing I would have a credit of $65.74 (don't understand how they got that) which would be sent to me upon request if I didn't have new charges. I argued I was being robbed since by paying $35 I would be netting only $30.74 and asked why couldn't the full $74.86 balance be waived as the error was the bank's not mine. ****** was adamant I either pay that amount which was bank policy or be fined. I was angry after 1.5 hours & said I would report this to BBB.
Business response
07/03/2024
Good day. Please see the attached interim letter while these concerns are investigated. Thank you,Initial Complaint
06/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On or around 4/1/24 a check made out to my landlord was stolen from my mailbox. The check was able to be cashed and taken from my TD Bank checking account. As soon as the stolen check was realized, I filed an affidavit of fraud with my local TD branch, at the bankers advice. After being quoted ***** days for resolution, I regularly checked up on my case. One day I was informed that the case was wrongfully marked as resolved, since someone noticed a transaction I MADE on the account and mistakenly thought it was the bank crediting me back the money. After this, I was told to complete yet another affidavit of forgery and wait ANOTHER ***** days for resolution. At this point I am months late on paying my April rent and very much need this money, but the bank shows zero urgency to resolve my case. I hope filing this BBB claim will help speed the process along.Business response
07/01/2024
Good day. Please see the attached letter. Thank you,Initial Complaint
06/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Monday 6/17 I attempted to login to TD bank mobile app like I do daily and my username and password didnt work. I attempted to change my password and it told me I had to call card member services. I called and they told me I was locked out of my account due to fraud. After being transferred/calling multiple times over the last week and each time waiting on hold for hours and either being hung up on or being told I had to call back. I was on hold hold/sent in the cycle of people for 3 1/2 hours today only to be hung up on. I have confirmed that it was me who redeemed my cashback points which is why they say my account was locked due to fraud but it seems no one knows how to unlock it for me. I need to get into my account to pay my bill on time so my credit score isnt affected and they are preventing me from doing so. This is unacceptable custom service that puts my credit score at risk. I need this solved as soon as possible.Business response
06/28/2024
Good day. Please see the attached letter. Thank you,Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/28/24 I ordered an item from Lowes home improvement. I was having issues with returning the item so I filed a claim with Td bank with claim number C-*******. The bank was not doing their job to resolve the matter and then closed the case even though on 06/12/24 a refund of $319.85 was issued by Lowes to the original debit card ending in 9260 of Td bank and Td bank never placed the funds back into my account. Every time I call which was on 6/12/24, 6/13/24. 6/16/24 and 6/18/24, keep being told a new case has to be filed because the refund was done but its showing on an old card number. I asked for a manager to simply resolve this by removing the funds from the old card and putting it on my new card and for some reason no one has the skills to do this. I also ask to speak with someone in claims and you can never speak to someone in claims to ask questions and when you call the investigator and leave a message they never return the call. I am tired of calling and just want this resolved asap!Business response
06/27/2024
Good day. Please see the attached interim letter while these concerns are investigated. Thank you,Initial Complaint
06/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
TD bank is bouncing my payment from my checking account while the money is still available. I had twice as much money as what was owed and they still bounced it for insufficient funds. I had $600 available and the payment was only $180. I called and asked for the fees to be refunded as the money is still available and this was some sort of glitch with their systems and my bank. They refused to help me even though it was their error . For some reason if I use the chime bank account, its a solely online bank, TD bank will reject the payment regardless of how much money is actually available. Theyre rejecting payments to charge me fees and make more money off of me. I have attached a screen shot of my balance for referenceBusiness response
06/27/2024
Good day. Please see the attached letter. Thank you,Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Vehicle was financed through them and has been paid off completely for 4 years. *** wanted to sell for months now and I went to get a clean copy of my title at the **** They are still holding a lien electronically against the vehicle. I have been calling me for months. They refuse to give me updates when something is cleared or checked. I have to call them almost every Monday. This past week they said it could take up to 2 more months and they wont be calling me if a development happens before then.Business response
06/26/2024
Good day. Please see the attached letter. Thank you,Customer response
06/26/2024
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,*******
Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I've been a TD Bank Customer since around 2003--- so over 20 years. I contacted them regarding severe personal issues I was going through. Im a caregiver to a disabled child who was at ****************** 4 times this month. I asked if they would waive the late fee/interest on the personal and business credit card. I was told they coudn't waive the interest fee. I am escalated this in hopes of given the circumstances they were change their mind. I can provide proof of medical need.My phone number is ************ *************************Business response
06/27/2024
Good day. Please see the attached letter. Thank you,Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 16th, I applied for my first credit card at TD Bank. They promised it would be mailed to me within 10 business days. However, 10 days later I still had not received the credit card, so I went to the local bank to apply for a new credit card. After returning home, I discovered that the credit card number issued by the bank staff was the same as the lost credit card number! ! ! ! Two or three nights later I discovered my credit card had been charged. The next day, I immediately went to my local bank and asked them to investigate and return the stolen money. However, they rejected my application! ! ! I provided evidence of my location during the theft to prove that I was not where the theft occurred, which I believe was their mistake. Instead of canceling the missing credit card, they issued me a new credit card with the same number, which resulted in my card being used fraudulently. They ***** responsibility and refuse to accept my complaint. Therefore, I would like to file a complaint against them. Please help me get my stolen money back as soon as possible.Business response
06/26/2024
Good day. Please see the attached letter. Thank you,Initial Complaint
06/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
While shopping at ****** the worker loading my cart failed to place a item that I purchased(toilet paper) in the amount of $19.50. I left the store without the item. TD Bank failed to do a proper investigation into this matter. The investigation was rushed and one sided and the reason behind there decision was "Due to the fact that this is a merchant dispute we recommend resolving the matter with the merchant." By law cedit card companies have to perform a thorough and fair investigation for disputes and TD Bank failed to do so.Business response
06/24/2024
Good day. Please see the attached interim letter while these concerns are investigated. A full response will be provided once the investigation is completed. Thank you,Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 7th I called TD bank about a check that I just discovered in the mail that got misplaced. It was expired on 4/25 estimated. The check was an official check for rebates for overdrafts that I had paid when I had an account with them. The guy that I spoke with that day stated that he will have the check reissued and it will take 30days. I've called on May 21st, June 3rd, June 10th that's when I started documenting the agents name which was ******. ****** was the only representative that advised me that I could've took the check to a TD bank and have it cashed eventhough it was expired. She submitted an email to check the status of my check. Representative stated they had no way of speaking to them on the phone only by email and they will follow-up. I called again June 13th and spoke with ***** who reached out to ****** ok the status. ****** sent a follow-up email again on the status. At this point it's frustrating having to go through this for something that's owed to me. All I want is for someone to send me the check that I desperately need .Business response
06/21/2024
Hello.
Please see the attached response.
Thank you,
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1,716 total complaints in the last 3 years.
592 complaints closed in the last 12 months.