Consumer complaint received 2023-10-25
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I attempted to make a cash deposit at the outside ATM at my local TD Bank branch ( XXXX XXXX XXXX XXXX. XXXX XXXX FL, XXXX ). I used my debit card, and deposited {$190.00} in cash. The machine made a grinding noise for a bit, and took much longer than usual, before saying that their was an error. The machine returned my card, and gave me a receipt saying I had deposited only XXXX cents. 

I went inside and briefly spoke to someone who told me they couldn't help me and I would need to call customer service because they don't service that ATM. When I called customer service I was told I need to wait until the two cent deposit moved from pending to posted which would occur the next day. I called the next day and the person I spoke with helped me file a claim and explained the process, that a provisional credit would be applied in a few days, but the full investigation would take 45-90 days. 

About a week later, after having not received any correspondence, or a provisional credit, I called again. The person I spoke to this time told me no claim had ever been filed, and she apologized for any confusion and submitted the claim at that time. I drove to that same TD Bank and spoke with a representation that told me whole they could help further with the claim, that could at least validate that a claim had really been submitted this time. 

On XX/XX/XXXX I received a {$180.00} provisional credit, this now settled my issue, or so I thought. On XX/XX/XXXX I went to a different TD Bank location and deposited {$180.00} dollars in cash. I work as a server so I often have cash, and made a few similar transactions. I put the money into my account with and to use my card to pay our water bill which was due. After depositing I checked my account balance, only to find myself negative XXXX. TD had reversed the provisional credit. 

I called customer service once again, and the woman I spoke to informed me the dispute has been denied, with the report stating no error had occurred. She submitted a new dispute, and added notes explaining the situation such as the regular deposits, a need to pay bills, and the insanity of somehow the final conclusion being that I deposited two cents by ATM, which is clearly impossible. 

I asked about an immediate provisional credit so at least I could pay bills, but she told me that she didn't have that ability, so I asked to speak to a supervisor. The supervisor was very nice, but was also unable to help me with a immediate credit. She did say she added more notes, and emailed the claim department to request the dispute be expedited. I requested a phone number directly to the claims department but was told they didn't have a number that could be called. 

Clearly I am very upset, I put money into the ATM because it should give you immediate access, and now over a month later I still don't have the money. TD compounded this by not properly filing my dispute the first time. I don't understand how the audit can essentially come to the conclusion that I accessed the ATM, and somehow deposited two cents.

Company response to consumer: Closed with monetary relief