Consumer complaint received 2023-07-18
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I Mobil deposited a check for XXXX on either XX/XX/XXXX or XXXX. TD Bank has a limit not to exceed XXXX in mobile deposits daily. The next day I Mobil deposited a second check for XXXX. When they appeared on my online banking App it showed under Pending 6 business day hold but no dates. That's the way it stayed until XX/XX/2023 when my available balance became XXXX. On XX/XX/XXXX, I called the bank to find out if they would release the checks early. I was told a form was submitted but there is no guarantee it will happen. Knowing I was leaving on a 2 day trip, I was checking my available balance, as was suggested to me by TD Bank. I called a total of 6 times on XX/XX/2023 checking my available balance with TD Banks customer service. I called multiple times on the XXXX as well. These calls are visible on my phone. EVERY representative told me the same thing on the XXXX and XXXX. Those checks were not in my available balance, they are still showing pending on 6 day hold. That is exactly what I was seeing, however, I wanted to be 100 % sure. Not too Ling ago I bounced some bill payments due to TD Bank taking it " At Bank Discretion m '' were the words they used, to pay ONE of my bills. They say you have XXXX XXXX to put the money in your account. The true problem was it did not show up on my online banking until the payment cleared. I had already spoken to that company and I was to make a double payment the XXXX of the month. So ... I paid the rest of my bills excluding the XXXX payment that I would make a double payment on. ( After I put money in the account ). What occurred was TD put a begative balance on my account, and when I deposited XXXX, they took it. TD Bank never advised me about the payment. I called to complain because now they put me back in the rear. To include their XXXX maintenance fee for balance going under XXXX. That is the exact reason I made so many calls to them. I knew my friend and I wete going to spend money at the casino we were staying at. I called and called. Everyone said not cleared. I looked as well. I was in the clear. NOT exactly. On Saturday, XX/XX/XXXX I checked my balance. I was told the checks were scheduled to be released on Tuesday, XX/XX/XXXX. I owe a XXXX bill, and a XXXX bill for the remainder of XXXX. I called, the gentleman from TD Banks customer service said there was a hold on my account placed by the casino. He said when the holds clear the mobey would be returned to me. I called back again to find out more about the hold. Once again, I was told those holds were by the casino. I was then told no mobey would be returning to me. I should go to my local branch and gave them explain that TD cleared those checks, and I have no money. I went to the branch on Sunday, XX/XX/XXXX. The banker sat at her desk, looked at my file and said yes, it shows casino put a hold. Then said, no one can put a hold on my account except for them. I told her everything that had happened. She called " the main office ''. She asked why was it showing the 2 checks were deposited and cleared on XX/XX/XXXX. That was a Monday. I did not deposit them on a Monday. The bank is open on Saturday and Sunday. Another problem is they will not show a continuing balance online. That would stop most of the confusion. The banker asked the main office when thec2 checks rmtruly cleared Mt account. They said they can not say, due to it defaulting to the day of the deposit. I didn't deposit them on the same day. She was typing on my account. I Dked her what she was doing. She would not answer. I asked her to put the banker she was talking to on speaker so I can gear the explanations. She did not even respond. She hung up the phone and told me the other banker said I spent all my.money. I'm furious because on XX/XX/XXXX, same day when I hot home I called and was told the checks cleared on the XXXX. A Wednesday. So why did my bank app show the same as customer service? Not cleared, not in available balance. The same thing on Friday the XXXX. The branch also told me they put the hold on my account. I demanded to kniw who made that false entry. I drove all the way back to the casino to demand answers. They said they put no hold on my account. When the branch was typing, she must have removed the hold because today, XX/XX/XXXX, the customer service supervisor said she sees no hold niw, or that one was ever in place. She did see the hold on the checks, but my statement, and the app shows a deposit and clearing of both checks on the XXXX of XXXX. All of us kniw that is impossible. My continuing balance numbers changed, but only in their records. Nothing changed in mine until the XXXX. I still didn't see the checks. It wasn't until today, did I see them deposit and straight into my account on the XXXX. That actually did not happen. So how do I know exactly what they did. We are blocked from seeing anyborebiius days on the online app. Just the current day. How do I kniw what really happened? Those checks showed on hold, then gone from the pending column, and a balance of XXXX. I can not pay my bills niw. I was told the branch manager would call today. She didn't. I called and was told she would call me back. She did not. All any of them said yesterday and today is, there was nothing they can do for me. So I'm out XXXX. Or XXXX, which is the amount they put on hold. Never advising me. But alliwed customer service tell me the casino put the hold on. I demanded in my numerous phone calls today for someone to listen to the recorded conversations to prove I'm telling the truth. I asked to speak to someone higher up. All I was told was there is no one left to talk to and get a supeona for the recordings. This is a XXXX based bank. Can they be removed from the United States, and sent back to XXXX. In the meantime how do I pay my bills. Things are going down. I can not stop it. How can a bank put entries in my account that are false? Doing thst changed all the numbers. XXXX would mist people know if they font advise their customers? Those XX/XX/XXXX entries are false. It should be the XXXX. If anything. It is all messed up now. I can not XXXX back and see it, they have changed the info in my checking. Can they do that?

Company response to consumer: Closed with explanation