Consumer complaint received 2018-12-12
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2018 a little after XXXX on a Sunday I went to Td bank located on XXXX and  XXXX XXXX in XXXX XXXX XXXX, NY to deposit money into my checkings account. I used the very first machine closest to the entrance. At first, I deposited {$12.00} into my checkings account which went through. After, that I then deposited {$200.00} into the machine. I noticed that when the machine took my money it started to make a weird sound that I had never heard before but I didn't think much of that but a couple seconds later the screen didn't show my balance which it usually does after I put money into my account so I started to worry. The machine then read " please call a td bank representative '' and immediately the main screen returned. I did not receive a receipt or my debt card back so I panicked and immediately called a td bank representative. I made sure that I stayed in the bank while I was on the phone with her because I didn't want someone else to use the machine and for my money to still be in the machine when it opened. A gentleman came in and I asked him if he could use the first machine so I could make sure that my money wasn't still there lingering around and it wasn't there. While on the phone the lady told me to stay calm and she asked me to explain everything that happened which I did. She told me that I could either file a dispute over the phone with her or I could wait until the next day and file a dispute with a td bank agent in person at the same branch. I told her that i would prefer to file the dispute in person because i wanted to get my debit card since the machine ate it and i also wanted to show them which machine ate my money and card. The next day which was a Monday i went back to Td bank on XXXX and XXXX around XXXX a clock. While there I spoke with a young lady named XXXX and I explained everything that happened the day before to her. She asked what machine I used and how much money was put into the machine and when I told her she explained to me that since the amount of money was larger than {$100.00} I would not be able to get my money and I would have to wait 10 business days for a different department to do an investigation and check the cameras. I was upset because to me that was unfair to have to wait so long for my money but I waited 10 business days. On the tenth business day I checked my account to see if my money was returned to my account and to my surprise there was only {$1.00} added to my account which said " final atm debited '' next to the amount of money. I immediately called a td bank representative which was around XXXX XXXX on a Friday night XX/XX/2018. I asked the representative why I was only debited {$1.00} because the machine stole {$200.00} from me and she said that she didn't know so I asked to speak with a supervisor instead. I asked the supervisor why I wasn't debited back my money and she said to me " actually ms you were debited your money, according to the cameras you only put {$1.00} in the machine. '' I explained to her that that is not true however, she kept repeating the same thing to me. She then went on and told me that the same thing has happened to her before and that even more money was taken from her which I found to be unprofessional and not sympathetic of her at especially as a supervisor. I asked her if they really checked all the cameras thoroughly then how it is that I wasn't given all of my money no where near half of it. She asked me if I wanted to put another dispute in and I said yes. So now i have to wait another 10 business days which is very very frustrating and unprofessional on Td banks part. I even called the td bank branch where my money was stolen by the machine the next day to explain to them what happened when I spoke on the phone with the supervisor at the call canter and the gentleman told me that honestly there was nothing he could do to help me and further. So I was advised to call the comptroller of currency to resolve this situation however, when I called them they told me that they also couldn't help me and told me to write a letter to the complaint consumer financial protection bureau which I am doing now. I really hope that someone can help me because this situation is very unfair and I don't feel like Td bank is really doing their job and checking the cameras or the atm machine like they claim they did. After this situation is resolved I will no longer be a Td bank member and I have been with them for about XXXX  years.

Company response to consumer: Closed with monetary relief