Consumer complaint received 2023-02-01
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
This Complaint has been filed against XXXX XXXX XXXX ; TD Bank N.A. FDIC cert # XXXX for discriminatory practices in which I was victim to yesterday XX/XX/2023 as a XXXX female. I have been a patron of this Bank for over two decades and this has been the most insulting and dangerous direct form of discrimination that I ever faced. 

On XX/XX/2023 I entered the TD Bank NA located at XXXX XXXX XXXX XXXX, XXXX XXXX Fl XXXX about 3XXXX and approached the tellers station to get a notary done for my XXXX childs passport application. My husband who is a XXXX XXXX XXXX  Veteran had to notarize the minor form because the Post Office required so since he would not be attending the appointment. 

We approached the desk and I gave the teller XXXX who stated she was a notary the passport form and my husband Alabama state license. He signed the application form in her present. She stated she could not use the Alabama state license as it was out of state. Then my husband gave her a paper from the department of motor vehicles that showed it was a valid state id and he had his CDL license. She stated no he can not use that. My husband then ask her if he can use his military ID. She stated NO. 
We went into the parking lot and I told my husband this does not seem right because your military id is government issued. As such I took the notary class before and remember that being on the list as acceptable IDs. I then XXXX it in the parking lot and sure enough a military government id was an acceptable form of ID in Florida for a notary. I told my husband let me ask her again if it was ok with the military id and show it to her. I proceeded back in the branch with his military id and he gave me his TWIC card. 

XXXX the teller was engaged in an argument with a XXXX  male customer. The XXXX male voice was elevated and loud as the entire Branch was silent listening to the brawl. The XXXX male stated out loud I just want to withdraw money from my XXXX account! And you refuse to give me my money! XXXX stated to him she can not give him the money in his account until he tells her where the money came from because he took out a loan and it wasnt with TD bank. This XXXX male then screamed out I dont have to tell you where my money is from its mine. She proceeded to go back and forth with him. The XXXX male then dropped the XXXX XXXX again stating You was going to XXXX have me walk out of here! No manager came to XXXX aide. She was red in the face and stuttering to the man. I was completely shocked at this XXXX male using profanity but other patrons in the bank was empathizing with his situation. 

The XXXX male after stating Im on my lunch break and I should be eating right now, informed her I will never come back to this branch he walked out without his withdrawal. I was next in line. 

I showed XXXX my husband military id and TWIC card and ask her again can we use it as I XXXX the military id and it is an accepted form of ID. XXXX looked at me and stated loudly I told you I am not notarizing your paper! I ask her who else notarize in the Bank and she stated one of the ladies do on the platform. This is when I called TD Bank customer support number on my phone. In the mean time I walked over to the first lady on platform and stated Excuse me miss do you notarize? she stated yes. I ask her can my husband use his military id as a form of id to notarize the minor passport form. She stated Of course, a military id is acceptable I will do it for you. I stated thank you. 

I informed XXXX who made a statement out loud that the new notary lady should not notarize it, that the other notary stated it was an acceptable form of ID and she should not have refused to service us as this was discrimination against us and my husband is also a veteran. I also informed her I was on the phone with TD Corporate. At this point representative XXXX was on the phone with me from TD customer care. The next moment a XXXX lady who was sitting on the platform jumped out of her seat in my face without any introduction and started to scream loudly : Excuse me mam you can get out we are not going to service you. I told her to remove herself from my face I was not talking to her and Im on the phone with Corporate. I did not know who this lady was. She then continued to scream at me that I was disruptive and loud. I ask XXXX who was on the phone if she is hearing this and she stated yes, she is documenting. I looked at this XXXX lady badge which stated TD BANK with the name XXXX on it. She stated over 3 times they are not going to service me. She was extremely Confrontational and Loud. 

A XXXX  customer lady came up to me and stated Excuse me, I saw the entire thing you are right they are discriminating against you. The XXXX customer stated TD Bank has a policy of not discriminating against customers she stated I needed to report this right away to TD head office. I thanked this XXXX customer and told her I was presently on the phone with customer service. This XXXX lady stated to me I am next after that couple you can take my spot on the platform line. She then stated They are very unprofessional and rude in this Branch make sure you report this. I thanked her for the spot in line as now I would have to wait behind 4 people that just came in after me.

As I waited for the other notary on the platform for about 45 minutes, XXXX continued to be confrontational. My husband ask her why are you refusing to service us. XXXX then stated with a smirk on her face and turned to my husband and stated I will not serve her pointing to me. I told XXXX I never ask her for her service and informed my husband that the other lady was the 2nd notary not XXXX. XXXX was again confrontational stating NO ONE IN THE BANK is going to service us and she is going to call the police on me and tell them I am loud and disruptive. The other customers in the Bank gasps. 
I told XXXX when the XXXX male was in here using profanity and she did not budge out of her seat to address that confrontational loud situation. In fact, the XXXX  male cursed at XXXX 2 times using the F word and continued to stay in the Bank with no interruption. I never used profanity, was loud or disruptive. XXXX displayed this behavior and also seemed upset because I was on the phone with Corporate. 
XXXX the customer service representative stated she was documenting. My husband stated this is unsafe and informed me we should leave before XXXX calls the police and lie on me as a XXXX women. My husband also appeared scared and told me XXXX was escalating the situation. 
I told XXXX on the phone that I exited the Bank after XXXX repeatedly threatened me to call the police and lie in a true XXXX fashion. XXXX stated again she is sending an email out in regards. I was denied service as a XXXX patron. I was discriminated against as I was treated different than the XXXX  patrons that day. I was also aggressively confronted by XXXX who I later learn that day is an assistant manager of the branch. At no time did XXXX introduce herself, offer help etc. She blatantly told me I will not be serviced and she was going to call the police on me and lie. As a professional women I was insulted and in fear of my life as this XXXX  women was engaging in this XXXX behavior threatening to lie to me with the police. This was a very degrading experience. My husband was also in fear and informed me that she was telling the XXXX  customers at her table that all she have to do is call the police on me. She also was telling these XXXX  customers sitting at her desk that she is not going to service me. 

The phone unfortunately disconnected with XXXX when my Bluetooth connected in the car. I called the contact center back and spoke with representative XXXX XXXX who stated this behavior by these 2 TD reps in the branch was unacceptable she transferred me to the supervisor XXXX XXXX. I was emotionally distraught at the fact I was refused service because XXXX XXXX XXXX  XXXX XXXX XXXX. The Fact that this lady XXXX at the bank was so confrontational with me and continuously telling me that NO ONE AT THE BANK IS GOING TO SERVICE ME and SHE IS GOING TO CALL THE POLICE ON ME TO LIE AND SAY IM LOUD AND DISRUPTIVE was so extreme in degree as to go beyond any possible bounds of decency. As a XXXX women XXXX apparently did not want me to voice my concerns that I was not being serviced when we presented the right form of ID. This practice of XXXX  XXXX people to try to shut you up when your speaking and remark you as disruptive or loud is a pattern of passive aggressive behavior that is commonly used when a XXXX  XXXX person is trying to deflect from their XXXX practice. It is a practice to create confusion and label the victim as deviant to cover up their XXXX actions. This has been seen in America as the act of a XXXX. XXXX continual behavior to taunt me and my husband was so outrageous in degree and intentionally and recklessly carried out in a federal place of business. She did not care that I was on the phone with TD Bank customer support Center because she felt a right of privilege and entitlement to refuse to service me and my husband even though we meet the qualification for a notary service confirmed by a 2nd notary in the Bank. As such we were not serviced even after waiting about one hour.

Company response to consumer: Closed with explanation