Consumer complaint received 2023-09-08
Company: TD BANK US HOLDING COMPANY
State: ME
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX I received a letter dated XX/XX/XXXX delivered by XXXX from the TD Bank Demarketing Department stating that after review, my account would be closed effective XX/XX/XXXX. The letter listed my full account number and said I could go to a bank location prior to that date and close the account myself and receive a check for the balance. It the letter said if I were to take no action, my account would be closed on XX/XX/XXXX and I would be mailed a check for the funds. There was also a number listed saying if I had any questions or concerns, I could call that number. I logged onto my online banking account and nothing seemed out of the ordinary, and I attempted to verify that the phone number was legitimately affiliated with TD Bank. I searched the internet and could not find anywhere that listed the number as an authentic TD Bank number. I called the number and it was an automated message for a voicemail box saying to leave my name, reference number and a call back number and that a TD advisor would call back within 24-48 hours. This seemed like a red flag to me as I couldnt verify the authenticity and did not want to open myself up to any potential scams. I then called TD customer service from a verified number within the TD Bank mobile app, and explained my situation. I read them the letter and was by the service rep that my account had no notations of pending closure and that hed never heard of a letter like that before. I expressed that I was concerned with my entire account number being listed on the letter, and he placed me on hold to contact the fraud department. When he came back on the line he said that the fraud department recommends I take the letter to a TD Bank branch for them to evaluate and determine if there is any cause for concern of my account being compromised. I took their advice and visited the branch with the letter the same day. I presented the letter and explained what the rep had told me on the phone. All 3 employees working were baffled by the letter and stated theyd never seen anything like it. The woman I was directly dealing with said she would scan the letter to email to her manager. She also dialed the number listed on the letter and both her and another employee remarked that it sounded sketchy. They said there was nothing notated on my account about a closure. She continued to email with the manager back and forth and, what she referred to as, bump it up when the manager didnt have any answers. I waited for over an hour before saying I had to leave to pick up my son from school, but asked to leave my number and receive a call back if she was able to get any more information. I never received a call. Then, this morning, XX/XX/XXXX, I attempted to make a payment using XXXX, which was declined. Naturally my first thought was the letter, so I again contacted TD customer service. I explained the situation to the rep in detail of what had happened up until that point. She reassured me that my account was safe and not at risk of being closed, saying there were no notations aside from an old one in XXXX. She also said she was not familiar with any such letter and it sounded illegitimate. I felt uneasy and asked if she was sure she would be able to determine if theres any issues with my account, and that I was still concerned about potential account compromise due to my account number being listed. She said she would transfer me to the fraud department for them to assist with my concerns. I then explained, again, each detail of what had occurred to the rep in the fraud department. She was concerned but insisted that my account did not have any indication of closure. I explained that I was nervous if my account were facing closure, that I did not have time to wait for a check to come in the mail as I have several bills due within the next few days. I also asked this rep about the phone number, and asked if it were possible for her to look the number up in her system to see if it is a valid TD phone number. She said she could not find it anywhere in her system, but was understanding about my concern. She said that she would email the fraud closure department, and that although she wouldnt be able to call me back, she gave me the direct phone number for her department and suggested I call back in a few hours to see if there was a response. She also agreed in the meantime to restrict my account due to my concerns about compromise. I called back to the number she gave me at around XXXX, and again explained the entire situation to the rep. He pulled up my account and said that there was a notation added this morning at XXXX saying my account was scheduled to closed. I asked why the notation wasnt added as soon as the notice was sent to me. He stated that they first issue the notice to me, and give me 14 days before closing the account, and then send the notice to their departments. I explained that the letter I received did not give me 14 days, it was 10 days from the date of the letter to the date of the closure. I also explained that, had the notation been timely and/or the reps better informed on this process, or a better system to verify the validity of the phone number listed on the letter, I wouldve closed the account on Tuesday when Id gone to the branch. He didnt offer any resolution except to suggest I return to the branch to close my account and withdraw my funds, otherwise Id receive a check by mail. As soon as I got off the phone, I went back to the TD Branch and explained my situation in detail including that Id been there earlier in the week and promised and assured that my account was fine. I asked to close the account and withdraw the balance. The teller at the bank agreed and I gave him all requested documentation. He filled out a withdrawal slip which I signed. Then after a few minutes of typing, he informed me that he could not close my account or allow me to withdraw any of my money, as my account was restricted pending the closure. I referenced the letter which stated if I visited the branch Id be able to close the account and withdraw the funds. He said there was nothing he could do. Another teller stepped in and said that their hands are tied and said that in these situations they are able to email the fraud department and make a request for me to withdraw the money but that it usually takes several days. I explained that I am frustrated that Id just been there Tuesday and, again, had it been notated on my account or the employees better informed, I couldve initiated the process at that point. I also explained that I needed access to my money for bills and groceries and could not wait for a check. I asked if it were possible to call that department rather than email, and he said no. He said the best he could do was email and hope for a swift response. I accepted this, and he took my phone number and agreed to call me whether he heard back from that department or not by the close of business. He never called me. 
I am extremely frustrated by this entire situation. I did everything in my power to be cooperative, vigilant and proactive. I talked to multiple reps in multiple departments, in person and on the phone, over the course of multiple days. Everything I have learned of phishing and scams has said to never try to contact my banking institution with a number that can not be verified as authentic. I was promised and guaranteed and reassured over and over again that my account and money were safe. But for whatever reason, the customer facing employees did not have access to the information of my account closure until the day before the scheduled date. Even so, I did what I was instructed and arrived at the branch prior to that date, and was still refused access to my money. All of this being said, I have no understanding or knowledge of WHY my account is being closed, aside from that the bank reserves to close my account at anytime with no explanation. I do not participate in anything illegal or questionable. I do not make strange deposits or withdrawals. I use my account for typical spending, such as bill paying, shopping, gas, groceries, and things of this nature. I did have one occasion last year where my debit card number had been compromised and I noticed quickly with only small transactions having been made and called promptly called customer care who was able to reverse the fraudulent transactions and issue a new debit card to me. I have never written or attempted to cash a bad check. I am just a normal, low tier consumer bank customer that deals with middle class amounts of money. I am completely appalled that the bank can decide to just hold my money hostage from me and deny me my right to access it, even when they outline in the letter they send me that they will allow me to withdraw my funds. I do not have reserves of cash or other bank accounts. What was in that account was my only money. Now I can not buy groceries, or pay the mechanic when I pick up my car this weekend, and potentially unable to pay the bills that I have due on the XXXX and XXXX of this month if the check does not arrive in the mail by then. This seems like a vulgar violation of my rights and its disheartening to feel a complete lack of faith in the banking system.

Company response to consumer: Closed with non-monetary relief