Consumer complaint received 2018-01-10
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX associated complaint filed yesterday. 

This complaint involves the ongoing saga of TD Bank. 
On Friday XX/XX/XXXX after following TD Banks instructions on how to deposit an insurance check getting the check endorsed so on and so forth which I did. On Saturday XX/XX/XXXX my debit cards were cancelled without notification to me. I discovered the cards were cancelled when I was faced with an almost XXXX mob in the express checkout lane of XXXX when my cards didnt work. I was forced to return some items, scrounging around in the bottom of my purse for available cash. 
Today reluctantly XX/XX/XXXX I went into the other XXXX XXXX branch of TD bank to get new cards re-issued. I was told by telephone customer service that my accounts had not been closed. 

For some reason, the tellers were having problems printing new cards which they assured me was not due to the conflagration on Friday XX/XX/XXXX. As I was standing there a man came over. I had told the tellers a pared down version of what happened. When I starting talking about the problems with the insurance this man seemed to know who I was. 

In front of all the tellers, other customers in the bank this man started berating me for what he perceived as my misconduct. He told me he had been upstairs in the XXXX branch. I asked if he had been there why he had not chosen to come down to address the issue. He didnt seem to recognize me I had never seen him before. 
He said he was the regional marketing manager who had been supposed to contact me which he never did. He just started in on me berating me, accusing me of racism. I have a XXXX XXXX XXXX. I had XXXX XXXX XXXX because of a bicycle accident. As by this point I had been standing for about an hour I was in pain. This man I found out XXXX XXXX just laced into me. I asked him why he chose to abuse me in front of everyone instead of taking me to a desk to talk to me alone. I told him he knew nothing about my ethnicity. Given that XXXX is 80 % XXXX, and probably 100 % immigrant he was taking a huge risk by accusing me of being racist. My lawyer is XXXX, his assistant is XXXX. I am an immigrant.He got physically confrontational putting his head inches from me backing me further into a corner by both being physically threatening and verbally abusive. I pointed out to him there were cameras all over the ceiling. I am challenged in mobility so there was not much I could do other than wait for him to stop. 

I pointed out that at this very moment in time all the staff in the bank were young male XXXX with not a woman in site. I am XXXX years old. XXXX XXXX was not the first abusive man I have ever dealt with. I did what people normally do with bullys I stood there, unable to move away, just looking at him. He was yelling at me that TD bank was going to shut down my accounts. He said I had been referred to security which was the first I ever heard of this. I asked him what I had done that had been so awful besides trying to deposit this check. He said it was because I had asked the assistant manager XXXX XXXX what her qualifications were besides not knowing what a third-party check was and what double endorsement meant. I asked him what was wrong with that. He then said it wasnt what I asked but how I asked it. I then asked what he meant by that but he refused to say what was so wrong. Its the sign of an abuser to accuse a victim of something that cant be substantiated. He was yelling at me that my behavior had been so awful that I had to be escorted out of the XXXX branch by police. He was yelling at me that I had been asked to leave and refused so the police had been called. Again, he did this in front of all the tellers. By this point they were aghast. Everyone was pale and shocked. 

I was never asked to leave on Friday XX/XX/XXXX. At the time, the police officer came in I was sitting at an empty desk talking to TD Bank customer service who had me on hold, who had returned to my call. I am not sure what the customer rep had said to me something along the line of she couldnt help me further but she terminated the call just as the police officer came in. TD Bank records calls to the call center just as they have cameras everywhere so every move, everything I said was recorded. In short, TD Bank set me up to make it look like I was the unruly customer when I had been waiting for thirty minutes just to talk to a rep. The call itself had been about 45 minutes in duration. 
XXXX XXXX said that a disagreement had occurred a year and a half ago. I asked him what that was. He wouldnt and couldnt tell me. In that time I had just returned to school and completed a XXXX XXXX in XXXX  so I had absolutely no idea what he was talking about but he made it seem that I had done something really terrible. I have no idea what he meant at all. I complained about excessive overdraft fees, some of which were refunded. Approximately 20 months ago I received a cash settlement which required the bank to check with my lawyer and I had sat in that branch for about 3 hours waiting for them to clear the funds which had been over {$10000.00} so I had no idea what he was talking about at all. 

I am not sure how TD Bank justifies this abuse. I had been in the branch yesterday XX/XX/XXXX to deposit some cash into my account. Today XX/XX/XXXX I had been patiently waiting while they printed a new debit card. I believe XXXX XXXX was trying to set me up again by talking in a belligerent tone, physically threatening me. I have been in TD bank branches many times without incident. I have been so busy in the past 20 months completing the XXXX XXXX and working that I have barely been into a branch much less away from my desk so all of this was completely bizarre. I have been working really hard to get myself an education, to get out of debt, to move on with my life even though at my age work is difficult to find. 

I believe XXXX XXXX was attempting to create an incident to justify whatever they were planning to do to me. I believe that I was treated in an awful manner because I am a middle-aged XXXX woman. I said to him that had I been a middle-aged man in a suit I would have been treated differently. XXXX XXXX said the same thing in her speech at the XXXX XXXX. He said I was talking loudly in the XXXX branch. I told him that I was losing my hearing something that is common in someone my age besides which as I was using their phone, it probably was reassuring to them that I was talking to TD Bank if they could hear me which I doubt. He was screaming at me that TD Bank was going to close my accounts, that I was going to get a letter in the mail. None of this made sense to me. He repeated asked me why I continued to bank at TD Bank. He continued to forcibly yell at me that I was not a valued customer, that I was a horrible customer, that TD Bank did not want me as a customer. He repeated this repeatedly in front of a lot of people, in front of customers who were totally perplexed to see a middle-aged man, a manager of the bank just verbally abusing me for seemingly no reason at all. There were a lot of witnesses. This was shocking even for XXXX. 
I called customer service again when I left the bank. I told them that I was in tears, that I was very upset as I have been over this whole situation. I now believe because of XXXX XXXX behavior that I have been bullied over the insurance check. I had done everything that I was required to do, I had obtained the endorsements. My lawyer had told me what TD Bank had insisted I do was not legally necessary. He had faxed a copy of his notarized signature on his letterhead as TD Bank insisted. Bullys do this. Bullys ask for impossible tasks to be fulfilled then berate their targets when this doesnt occur. This is what happened to me. I realized this as I stood there being yelled at that I was not wanted. I am like XXXX. This is a bank. This was a completely insane situation. Banking has legal implications. TD Bank was giving me grief over an insurance check that I was entitled to as a homeowner having spent a lot of my own money removing trees that had fallen on my house and caused damage. 

I have been totally discriminated against as a woman, based on age and my national origin. The biggest clue is that TD Bank had zero interest in resolving this issue. It was a check, properly endorsed and my lawyer had given me permission to deposit the check. For most of this tirade I was just looking at him, just thinking wow, if you had known the XXXX I have been through was what running through my head. 

The strange irony of the situation is that I rarely leave my house. Getting the insurance check endorsed has been the longest I have been out of my house in 20 months.

Company response to consumer: Closed with explanation