Consumer complaint received 2020-08-11
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I went to deposit {$2300.00} on Sunday, XX/XX/XXXX at XXXX at TD Bank at XXXX XXXX XXXX, XXXX XXXX NY . I put the bills in to the ATM for deposit. The money was not accepted and spit back out 2 times. I assumed it was too much cash at one time, so I split it up into multiple amounts to make several smaller deposits. I put in {$2100.00} ( in 100 dollar bills ) and it was spit back out initially. I assumed it was because the bills were not all facing the same way, so I corrected that and on my next try it was accepted by the machine. The machine went blank and the screen turned black. The  machine started beeping while the word 'Wait ' flashed over and over again. After approximately 2 minutes the machine restarted and I continued. From there in error I hit 'quick cash ' and received {$60.00} in cash. I continued trying to deposit the remaining {$260.00} that I did not initially deposit along with the {$60.00} in cash that I had just withdrawn in error. I put {$320.00} into the ATM and received a receipt stating I only deposited {$210.00}. The initial {$2100.00} was gone and not reflected on my receipt or balance. I called TD bank while standing at the ATM and told her what had happened and explained that my receipt did not reflect what I put in. She responded by saying " Your receipt and what I'm looking at on my screen do not match. '' From there, the woman told me to call back in 3 days because they won't file a claim until it's been 3 days. I asked several questions including 1. Can I see the security footage. 2. Can I speak to someone at the bank branch. Her response was that I could go and try. The next day, Monday XX/XX/XXXX I returned to the branch at approximately XXXX and waited outside until someone would see me at XXXX. I spoke to a man who took my complaint and told me to wait 7-10 business days. I waited 10 days and never heard back. From there I went back to the branch on Saturday, XX/XX/XXXX. I spoke with a woman who told me to keep waiting until it's been 15 days. I continued to hear nothing from TD Bank. I called again on Monday, XX/XX/XXXX with my boss who offered to help advocate for me. We spent over 2 hours on the phone with TD Bank who indicated that we needed to file an additional claim. At this time, they told us that the initial claim had been denied at XXXX that morning ( XXXX ). The woman could not repeat the story and provide accurate information despite us going over it several times. We asked several times for information about what occurs during an investigation and who does the investigation. The representative from TD Bank could not answer these questions. This person was unhelpful and could not follow or accurately document the information that we repeatedly provided. After finding out the initial claim was denied, we refiled another claim with this woman on the phone. One week later on XX/XX/XXXX I received 5 copies of the same letter that indicated that they completed an investigation and an error had not occurred, therefore our claim was denied and I would not be refunded.

Company response to consumer: Closed with monetary relief