Consumer complaint received 2021-10-14
Company: TD BANK US HOLDING COMPANY
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On or about XX/XX/2021 I received a text stating it was from the TDBank fraud department asking me if I submitted a payment in XXXX for {$500.00} it then stated if yes type YES and if no type NO, so I sent a text back stating NO. I then was told that our account had been hacked and that they were calling me, my phone then rang showing the TD 800 number and when I picked it up they asked for XXXX XXXX XXXX and told me it was the Fraud Department for TDBank and that my online accounts had been hacked and that I needed to log into my account and change my passwords. At that point I felt something was off so I hung up and called TDBank who told me they hadn't texted or called me, I was then instructed that they had to close all our accounts and that we needed to go to the Bank the next day to open new accounts., they also sent me to the Fraud Department to go over transactions that come out of our accounts on a monthly basis and for money desposited electronically into our accounts. I spent 2 1/2 hours on the phone with this girl and she assured me all was set and that we shouldn't have any problems getting our money and others getting paid. Well that was wrong for the next week I spend hours everyday on the phone with people explaining what happened and why the payments were returned. I was getting whacked with overdraw fees on both ends. I called XXXX at the Bank again and she just said oh I'm sorry let me check with the back office and see what happened. On XX/XX/2021 my husband and I went into our local Branch at XXXX XXXX XXXX in XXXX, we sat with XXXX for over an hour setting up all the new accounts. We had a Business Checking, a Personal Checking and a Savings account that were all linked together. After spending that amount of time there we were told everything was all set we could use the debit cards and the new accounts were ready to go. My husband went to the Supply house and tried to use his Debit card and it got Declined. I tried to use my card and it got declined, I then went online and tried to transfer money just to see if it worked and it didn't! I called XXXX at the Bank and she said Oh I don't know what happened the Back Office assured me everything was fine! XXXX never calls back I have to get up every morning and look at my account to see what's happened next in the mean time we couldn't use our accounts. A couple of days later I called and XXXX was off that day so clearly nothing was being done about our issues, so I asked for another Manager XXXX got on the phone and I explained what was going on she said oh my goodness let me check with our back office and see what is going on. XXXX called me back and said we were all set that there was an error made and it was fixed. 
The next morning I got up and saw that {$1100.00} had been reversed from our Savings account, I again called and got XXXX he stated that he had no idea why this happened and that he would check with the Back Office to see if they can investigate it.I got sick of waiting for XXXX and XXXX to call me back so I called the 800 customer service number and asked to speak with a Manager and I also asked for the number for Corporate I was told they will gladly give me an address to write a letter to them but there were no numbers to contact, the Manager finally picked up and called the local bank herself and spoke to XXXX who fixed some of the issues, they then put me on the phone with XXXX from the Fraud Department so she could help with the automatic payments/withdrawals being allowed to go through. When I spoke to XXXX XXXX told her I had a huge problems with girl I spoke to before and her comment to me was " I am VERY good at my job '' well she wasn't because after spending another hour on the phone with her everything still bounced and TD Bank continued to charge me overdraft charges {$35.00} a whack! Up until today I still haven't received a straight answer to any of this, but I have received overdraft charges on all accounts, to many transfer charges due to them transferring money from one account to the new ones, XXXX was suppose to order me new check which she never did so I ordered them to the tune of {$48.00} which is ridiculous! I am still waiting for an answer to what the XXXX is going on with our accounts, the other day they went into my personal account and reversed my XXXX XXXX money of {$560.00} and again charged me {$35.00} overdraft. I am getting the run around and am extremely frustrated with all of this. I have spent hours of my time on phone calls, I have lost a good amount of money for their Security leak and am exhausted from all the work I have had to do to try and fix this issue. I NEED HELP PLEASE> As you can see the business account money was in there but for some reason they sat on his deposit and charged us XXXX in overdrafts even though the money was there! This is the games TD plays with their customers. Even if there is a pending transaction they charge you an overdraw charge even if the transaction hasn't gone through. This bank is the biggest ripoff!

Company response to consumer: Closed with monetary relief