Consumer complaint received 2021-12-07
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
TD Bank regularly advertises promotional offers to prospective new clients who wish to open a new checking or savings account. These promotional offers include a cash bonus that is deposited into the client 's account after certain requirements are met. One of TD 's websites used to advertise these promotions can be found at URL : XXXX. I discovered this particular web page in XXXX XXXX  2021 after conducting a XXXX search for the phrase " best bank account bonuses 2021 ''. One of the top results from this XXXX search is XXXX, a financial services company that provides banking and credit card information and advice to consumers. After browsing this webpage, I eventually found my way to the following URL : XXXX XXXX XXXX On this webpage is a thorough description of the promotional offer that TD Bank was offering at the time ( in XXXX of 2021 ) and also a DIRECT link to TD 's actual offer page ( see the phrase 'Direct link to offer ' - which is hyperlinked ). Once I clicked this hyperlink, it took me to XXXX. ( Still to this day, the link points to XXXX ) I very carefully read all of the information displayed on the URL XXXX, including the 'Disclosures ' section at the bottom of this page. To be safe, I also printed a copy of the webpage on XX/XX/2021, right before I began the application process by clicking the 'Open Accounts ' button on this page. I have uploaded a copy of the webpage printout to this complaint. You will see that the URL and the date is included in the printout. You will also see the full extent of the Disclosures section and you will that there is absolutely no mention of the offer being available only to recipients of a special email or mailer. 

I finished/completed the application process to open a 'TD Beyond Checking " account and a 'TD Beyond Savings ' account on URL XXXX on XX/XX/2021. In the days subsequent to this, I funded the accounts and proceeded to satisfy each of the requirements listed in the Disclosures section in order to receive the bonus. 

On XX/XX/2021, I called the TD Bank corporate telephone number at XXXX shortly after providing initial funding of the accounts. I spoke to representative XXXX. I specifically asked XXXX if I was on track to receive the advertised bonus. XXXX advised : 'As far as you being on track to receive the cash bonus ... .you are. '' At no point did XXXX indicate that I was not qualified to receive the promotion bonus. She also did not mention anything about a wrong URL or a special invitation mailer or email that was required in conjunction with the promotional offer that I was applying for. I have a complete recording of this phone conversation that took place on XX/XX/2021. 

Throughout the following months, I proceeded to meet all of the remaining requirements described in the Disclosures section of URL XXXX. Then in late XXXX of 2021, I checked the status of my TD bank accounts using TD 's online consumer banking portal. I immediately noticed that the bonus had not been deposited, despite my expectation that the bonus would have been deposited by then, since I appeared to have met all of the necessary requirements. I then called the corporate number at XXXX again and this time spoke to representative XXXX. During this conversation on XX/XX/2021, XXXX was the first of several TD reps to mention the existence of a mysterious 'mailer ' program with an alternate URL address that allegedly prevented me from receiving the bonus. Ultimately, XXXX concluded that it was not entirely clear why the bonus had not been deposited, so she said she will send an internal email to the 'Promotions ' department to inquire. This began a nearly XXXX episode of nearly a dozen follow-up phone calls to TD, only to be repeatedly told that I don't qualify for the bonus and the only explanation why I didn't qualify is that I applied while 'using the wrong website '. I spoke to TD reps on the following dates : XX/XX/2021 ( corporate ) XX/XX/2021 ( local branch ) XX/XX/2021 ( local branch ) XX/XX/2021 ( local branch AND corporate ) XX/XX/2021 ( corporate ) XX/XX/2021 ( corporate ) XX/XX/2021 ( corporate ) XX/XX/2021 ( corporate ) XX/XX/2021 ( corporate ) The common theme of each of these phone calls was that the reps I spoke to would indicate that I *should* qualify for the bonus, but that the decision was ultimately up to the Promotions Department XXXX The only option for the reps was to email the Promotions Dept and ask for clarification, which the Promotions Dept never provided. I asked if I could speak directly to a member of the Promotions Dept and was told 'no, they don't have an inbound phone # '. I then repeatedly asked the reps to ask the Promotions Dept that if the URL I visited ( XXXX ) was the 'wrong ' URL, then what is the correct URL? The Promotions Dept never answered this question and never answered my request to present evidence as to how they concluded that I went to the 'wrong ' URL. Again, they never responded, but instead simply stated that the bonus was denied for using wrong URL. I have complete recordings of each of these phone conversations as well. 

I believe that, at best, TD bank committed a clerical error in determining which website I used to apply for these accounts. At worst, I believe they are maliciously hiding/distorting facts to avoid having to pay out this bonus. I at least have some limited evidence as to my version of events. So far, TD has provided absolutely NO evidence to back their claims.

Company response to consumer: Closed with monetary relief