Consumer complaint received 2021-06-19
Company: TD BANK US HOLDING COMPANY
State: NM
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
( XX/XX/2021 ) I attempted to use my card for a purchase multiple times, the transaction appeared to fail each time ( per the register at XXXX XXXX ) and I made the purchase using another card. 

In the parking lot I received an email from TD Bank, a fraud alert saying that my account had been used for a purchase at XXXX ( remember I finished the purchase using another card. ) Call 1 XXXX XX/XX/2021 ) : Hold time approximately 20 minutes. XXXX sends me a text message to confirm my identity, after reading the code to her this fails, XXXX  very softly says a bunch of stuff that I could only partially hear and then my phone rings. When I answer it is is a busy tone and the call to the XXXX was disconnected. 

Call 2 XXXX XX/XX/2021 ) : Hold time approximately 20 minutes. I explain everything prior, Another prolonged hold. XXXX asked if I was out of the US although nothing I had done or said would indicate that is the case. XXXX states that all I can do is go to a branch. They have my address, I am located in New Mexico, all their branches are on the east coast. 

Call 3 XXXX XX/XX/2021 ) : Hold time proximately 20 minutes. I explain everything prior. Like an unthinking robot, XXXX  try 's the text message validation again. She then says it wont work because there were too many attempts today. ( this is the next day after calls 1 and 2 ) I said that doesn't make sense and she then determines it won't work for some other reason. She then also decides that I am outside of the US. I tell her I'm not outside of the US and realize that she is so ignorant that she doesn't even realize that New Mexico is a US state. She tells me the only option is to fax in my ID copy and some bills. I explain to her ( as with the others ) that I'm not trying to access the line of credit, I just want to know if a transaction posted. Like an unthinking robot she is unable to comprehend this. I then tell her I'd rather just close my account. She says she will transfer me to do that. I ask if that process will rely on the same text message validation process that isn't working. She says something unrelated. I ask her again, and she says yes. So this XXXX  robot of a person knowing that the text message validation wasn't working was going to send me to someone else to do the text message validation! What it comes down to is that I need to fax my ID and two bills. 

I still don't know if the failed transaction at XXXX actually posted to my account. Of course I am also locked out of the account online and have to validate by calling and using the text message validation system to restore access. I shred my bills after they are paid..so I guess I just have to wait to get bills to fax in for their identity validation, and if that actually works. 

In my opinion TDbank hires absolute pedantic fools with no critical thinking skills, and they obviously don't hire enough of them because it takes about 20 minutes to even talk to anyone, not that doing so is helpful.

Company response to consumer: Closed with non-monetary relief