Consumer complaint received 2018-05-21
Company: TD BANK US HOLDING COMPANY
State: ME
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
My account was compromised in XX/XX/XXXX. I filed a dispute and the bank found it in my favor. It took until XX/XX/XXXX to get all of the money back into my account. Once I got the money in my account I decided to close my account because this was the 3rd time my account was compromised with them. I had another checking account at another bank so I decided to transfer the money there. I went into the local TD Bank branch to close out my account and upon closing it out the teller handed me much more money than I anticipated having in my account. I told her that there must have been some kind of mistake because this is more money than I had in my account. She looked at the computer and told me that was how much was in my account. I told her that something was wrong. She called over a manager and the manager looked at it and confirmed that this was the correct amount in my account and if I wanted to close the account I would have to take it all, otherwise there would be money left in the account and it would not be able to close. I hesitantly took it all and left. When I got home I called the TD Bank customer service XXXX number and spoke to a gentleman ( I forgot his name. ) I told him what had happened, and asked him to please look at my account and see if she gave me too much money. He had told me everything looked good. I held onto it for about 3 months, just in case they asked to have it back. When XX/XX/XXXX came around and I didn't hear from anyone from the bank I figured I was mistaken, the bank was right and the amount of money given to me was indeed correct. I decided that after 3 months it was long enough for time to pass for them to retrieve it, so I spent it on things I needed. In XX/XX/XXXX I received an email statement from TD Bank letting me know my statement was available to view. In seeing this, I was confused because I had closed my account in XX/XX/XXXX. There should not be a statement. I downloaded the TD Bank app and to my surprise my old username and password was still active. When I logged in, I noticed that I had a - {$690.00} dollar balance. ( Give or take. ) I called the XXXX number and was advised that they showed someone who worked at the local branch had opened my account back up and were unsure why because no one notated my account. I went into the branch and was told that they reversed the money given to me because they gave me more than what I was owed. I told her that when I was standing in front of her she told me that was how much I had in my account and I couldn't close my account without taking it all. So I was technically forced in taking the money. She said she was sorry but I could come in and make payments on it if I didn't have enough to pay at once. At this point I was very angry and left. I came back and made a XXXX dollar payment on it because I didn't want it to go to collections. I am in the process of buying a house and I didn't want this affecting my credit. I explained that I can't keep leaving work or wasting my lunch break to make payments in the branch. She told me I can call the Recovery Department and make a payment with them. I called the Recovery Department on XX/XX/XXXX and spoke to XXXX - Agent ID # XXXX, he told me I couldn't make a payment with him because he doesn't take credit cards over the phone and I lost my temper and happened to swear. He then proceeded to lecture me on why I shouldn't swear and that he doesn't appreciate my attitude, and after after about a minute of him lecturing me and cutting me off, I hung up. I called back and spoke to XXXX - Agent ID # XXXX. She was very nice and explained that she couldn't take a payment over the phone if she wanted to because the account was still active. She told me if I couldn't pay the full balance that day they would send it to collections. She told me I would have to call the local bank branch and make arrangements with them. I then called the local branch and spoke to one of the managers, XXXX, who has always been less than kind with me. I explained what I was told and how I would have this balance go to collections if it wasn't paid off today and told her how it was the banks fault and not my own. I told her I was in the process of buying a house and that I do not want this on my credit, and that was why I was trying to make payments to keep it from affecting my credit. She very rudely and coldly told me that whether I make payments or pay the full balance it's still going to affect my credit. At that point I was so angry I told her to just send it to collections and that I'd fight it. She said in a very fake tone " Okay, thanks for calling ... '' And then hung up on me. The next day, Saturday XX/XX/XXXX, a supervisor called me back and was unable to help, I told her I wanted someone from corporate to call me. She told me she would have a supervisor call me from the corporate office. On XX/XX/XXXX I called and spoke to XXXX - Agent ID # XXXX, after no one called me, and I told her that I wanted someone from corporate to call me. She told me that she can't do that and that I would need to go into the branch and talk to them in person as she can't do anything with my account over the phone. I told her that I would not be going back into the local branch and I hung up. 
At this point I feel that I don't owe anything else to TD Bank, after all the many months of hassles I've been put through, the heightened anxiety and stress about how my credit being affected due to the lack of attention at the local bank branch, being told by a customer service supervisor ( XXXX ) that I clearly do not appreciate what TD Bank does for me, the many other agents who I have spoken to over the course of multiple months ( I do not have their names, ) being laughed at, hung up on, refused to be connected to supervisors or corporate ... I feel that I do not owe anything else to TD Bank. I would like for TD bank to remove this debt and negative reporting from my credit report, and I promise I will never set foot in their establishment again. I also have documents showing that I had a XXXX  balance upon closing my account on XX/XX/XXXX.

Company response to consumer: Closed with explanation