Consumer complaint received 2023-07-17
Company: TD BANK US HOLDING COMPANY
State: VA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I had just moved to XXXX, and was looking for a bank in the area. I googled online for for banks in the area, and ran across TD bank in XXXX, SC, that was offering a promotion as follows : " Earn {$200.00} when you deposit XXXX or more in new money within 20 days then maintain a balance of at least XXXX for 90 days from the date the deposit requirements were initially met " I went into the branch located at XXXX XXXX XXXX., in XXXX, SC, on XXXX XXXX, 2023, and met with XXXX, who was the gentleman who helped me set up and open my accounts, I explained I wanted to take advantage of the promotion, and he proceeded to explain the offer, along with the best banking plan, options, ect., that would work best for me. He explained to me that this was an online promo, which I did not know prior to coming into the branch, but said he could set it up with me in his office, and then send it through to the promotion dept. I opened a simple savings account and deposited XXXX, along with a checking acct. I spoke with XXXX later that week with some general questions about my accts, and also about the promo, and he assured me that everything was in place. In late XXXX of 2023, I moved back to XXXX Va, where there are no TD branches near me ; the closest branch in XXXX Va., which is over 3 hrs away. I call the banks customer service number, to let them know that I would need to close my account due to my move. As she was going over that procedure, I asked her when my {$200.00} promo credit would be deposited into my acct., since It had been past the 90 day requirement, in which the cust svc. repXXXX confirmed I had kept my savings acct balnce over XXXX for 90 Days, but the bank had until XX/XX/2023, to actually deposit the funds ; although I don't remember going over that detail with XXXX, when we over the promo details, It was in the fine print..lol I agreed to keep my accounts open for 2 more months to get my {$200.00} credit. The credit was not deposited on XX/XX/XXXX, as I was told per my call in XXXX. I called back to the cust. svc dept. on XX/XX/XXXX, and was told by that rep, that she did not know why it had not have been deposited, and would need to send my inquiry for research to their promo team and promised that someone from that dept. would call me back within 48 hrs., which is their Company Policy. Never received a callback ... .I called back the next week, spoke to another cust rep, who said she did not know why it had not been credited, and again confirmed that I had met the requirement, and again would need to have someone form their promo dept call me back within 48 hrs... again no one ever called me back. At this point, the atm fees I have lost, due to holding this acct open and needing to withdraw money, since XXXX, when I initially called to close my acct, are astronomical! I have made a total of 25 calls since XXXX, each time promised a 48 hr call back, this I confirmed with the cust svc. dept, and each and every call is recorded, and may legally requested if needed. In addition to my calls directly to the XXXX XXXX. XXXX, Ive made several calls into the XXXX XXXX, where I opened the account, to speak with XXXX, left messages for him to call me back, to no avail. On my last attempt to get some answers, resolve this matter, be compensated for what I signed up for and close this account, was on XX/XX/XXXX, when I demanded at this point to be transferred to a manager, I spoke with XXXX XXXX, who is the branch manager at the XXXX location. XXXX said she would need to do some research on the matter and get back with me... .I have no faith in that promise, as I have been dealing with this since XXXX, and about to take legal action if need be. I have attached an email that I sent to XXXX, which I have not heard back from at the time of this complaint, along with some other documents for review. Thank you

Company response to consumer: Closed with explanation