Consumer complaint received 2023-11-14
Company: TD BANK US HOLDING COMPANY
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I initially went to TD Bank to take out money a the ATM at XXXX XXXX  XXXX XXXX XXXX, XXXX  DC XXXX location on XX/XX/. On the day before XXXX the atm ate my debit card, it initially said XXXX as if it was working, then proceeded to take my card and the screen went black. I figured it was working because the gentlemen in front of me used it with no issues. On XXXX, I was pretty frustrated because I had to go back to the bank to see why the atm did not give me my debit card back. I was patiently waiting in line to be seen. I asked the person working the front desk could I get a new debit card, he told me to sit and wait. I asked the person working why would I need to sit down to get another debit card when TD bank gives debit cards right then and there and I already have an account, so there would have been no need for me to sit down and wait for employee/manager. At this point, I am frustrated because of the inconvenience. Now, once i did not take a seat, I was greeted by a XXXX XXXX who claims to be the manager at this location. XXXX has no idea who i am or what my account was opened for, but she asked me to sit down and i did angrily. There were two employees at the front desk and one employee helping a customer at the are where they open up new accounts. As i am taking a seat XXXX leaves the building and does not return to help me or any other customers or her employees who may have needed assistance. By now, I am completely frustrated and belligerent because a 5-15 min task of getting me a new debit card has now taken 30 mins to an hour and i still left without getting a new card. XXXXXXXX XXXX left the building, they called the police on me and the police asked me to leave as i did. I am filing this complaint against XXXX XXXX for discriminating against someone who is diagnosed with a XXXX  XXXX, my account was opened for my son to receive SSI and according to the Americans with Disabilities Act ( ADA ) I do not have to disclose me or my sons XXXX to her or in this complaint. I feel as though i was treated poorly and worse than others because of my XXXX  XXXX and even if she does not know I have one she should be able to handle a situation respectfully without suspending someone's account on XXXX basis, because i was frustrated with the inconvenience of this supposed convenient bank. I tried to get a new debit card which i did, went to use it and was unable to because my account was suspended. I would take the necessary actions to sue XXXX XXXX in the case that i do have a XXXX  XXXX and if i do not take my medication before an instance like this occurs i can not control my emotions, or can to a certain extent or until i do get my medication. Now, i will have the inconvenience of waiting to open another account with TD bank while all of my son 's checks get bounced back to Social security. I would like for XXXX XXXX to take a class/training on how to deal with customers who have mental disabilities because this will be a recurring thing for others like myself and my XXXX XXXX XXXX son. Instead of her closing the account she could have asked me to call customer service and they would send me another one which the police officer recommended. There are a lot of different solutions she could have taken other than suspending my account. She needs customer service training with all types of people because there are millions of people like me and my son who live with disability everyday and try to be normal class people. I appreciate whomever reads this note with an unbiased opinion because I will take action to sue if my account remains suspended for no noted reason, as well as will contact the XXXX XXXX XXXX and leave a complaint there as well. I could have went to any other branch to get my issue resolved without my account being suspended, just goes to show who will kick you when you are already down.

Company response to consumer: Closed with explanation