Consumer complaint received 2019-10-22
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX at XXXX XXXX ( according to the claim form, which is the wrong time ) the atm in the lobby of the TD Bank Branch located at XXXX XXXX XXXX, XXXX NY XXXX, robbed me of {$1000.00}. 
On XX/XX/XXXX, I arrived at the branch location sometime around XXXX XXXX. I held the door for a middle aged woman, who went to use the atm. I scanned the lobby, saw a line and waited for the woman to finish using the atm. I only point this out so the cameras can find the actual time. After the woman finished using the atm, I deposited {$1000.00} in " blue '' hundred dollar bills into the machine. The machine stated verifying cash, and appeared to be taking excessively long. After several minutes it displayed some form of error message. Neither the money, nor my atm/debit card was returned. I then told a male patron who was going to use the atm machine to not use it. I went over to the desk of XXXX XXXX, the assistant vice president/ store manager, and informed him of what had happened. We went over to the machine where he pressed cancel and a few other buttons, until presumably resetting the machine. I was informed that a claim needed to be filed and I would have the money in my accountant by the end of the day, or the next latest. When I asked about why they can't open the machine, I learned it is from an outside company ( not TD Bank ), and that at the end of the day the money is counted and they will realize there is {$1000.00} extra. I also expressed my concern ( several times throughout the process ) that the atm should be off. Not only was there the possibility of my {$1000.00} being distributed to someone else, but other people could also be robbed by the atm as it clearly malfunctioned. I was directed to another employee XXXX XXXX, a customer service representative, who had to ask XXXX repetitively on how to file the claim, as well as being extremely uniformed on the situation. After between 10-30 minutes ( I left my phone in the car thinking i'd just walk in and out ) I was given a claim form, a new debit card, and informed by XXXX to call the phone number on the back of my TD bank atm/debit card, as that number belongs to atm service company. 
After leaving the branch I called the number on the back of the atm/debit card which is XXXX ( i'd later learn this is the general td help number, not the atm service number. ) The obnoxious automated system and inability to get through to a real person after being robbed by TD bank, caused extreme panic and anxiety to overwhelm me. Before this point I had remained very calm and reasonable. As the TD Bank automated system spout nonsense at me, I heard about a {$2200.00} deposit and paniced more thinking that I had likely deposited {$1100.00} and the machine double counted. It took over 18 minutes of phone time to reach a representative. During this time the mental anguish of already having been robbed by TD Bank, followed by their obnoxious automated system and music had me not thinking clearly, and became concerned that maybe I had just been robbed of {$2200.00}. The original phone representative was named either XXXX or XXXX ( I didn't ask for spelling and no last name was given ), and informed me that the number I called was not the service number. After frantically explaining the scenario I was transferred to a supervisor after roughly 29 minutes of phone time. The supervisor 's name was XXXX ( didn't ask for spelling, no last provided, even though I did ask for her name twice thinking she would inform me of it. ) I basically informed XXXX that I wanted it down that I was unsure of the amount and believed it to be {$1000.00}, thought it was reasonable it was {$1100.00}, and that it was highly unlikely that the amount was {$2200.00}, but to note the automated system told me of a pending {$2200.00} deposit. I also wanted her to note how the branch never turned off the atm machine, and continued to let customers use it. By the time I was off the phone I was physically shaking from anxiety and my heart rate was extremely elevated. After I calmed down and got access to check my online TD bank account, I saw no pending deposits. There was a deposit for {$2200.00} from XX/XX/XXXX that was made at the teller of a different branch. That cleared up the dollar amount, although I don't see how that deposit was pending. On XX/XX/XXXX I logged in my TD bank account and did not see my {$1000.00}, or a pending deposit. I called the TD help line and was informed that it would take 10 business days to get the money in my account. I explained how this was unacceptable and I was told by XXXX that I would have my money today at the latest. After the representative spoke to her supervisor I was told I'd have my money in 3-5 business days. How TD bank processing time changed in a few minutes over the phone clearly illustrates they are just making stuff up. I asked for the atm service company 's number and was informed that they can not provide the number of an outside vendor. Apparently TD can fraudulently pretend to operate atm machines in their branches without informing their clients who is actually handling their money. I also would like to illustrate that on XX/XX/XXXX I was charged an overdraft fee of {$35.00}, which was entirely my fault as I clicked on the wrong linked account for an ach transfer ; however TD bank charged me a {$15.00} maintenance fee on XX/XX/XXXX as well, despite, not falling below the minimum balance, once the overdraft fee was corrected. I did not call or complain to dispute the maintenance fee, and figured i'd point out the usual manner they rob customers, not the blatant new way they are now. 
TD Bank clearly violated their fiduciary role and I hope CFPB is able to force them to make changes so this never happens again. For starters I never knew that an outside company services atm 's in branch locations. The fact that I as a customer am not informed or provided with information about who is handling my money is extremely misleading. I would never use any of these machines had I known that a random vendor was operating them. The machines are presented as teller alternatives, not typical atm machines. Then there is the much more significant issue of how I was robbed by a TD Bank atm machine, in a TD bank! The machine should have been open and audited the second I informed the store manager. TD Bank further shows no concern for their customers by causing them extreme mental anguish. There is also the issue of how TD Bank 's policy for a customer robbing atm machine is to turn the thing back on? We all know if I'd have lost my temper in the branch, or attempted to physically pry open the cash deposit I'd be federal prison right now, yet TD Bank can rob consumers of their money, or even worse have their anonymous atm vendor rob their customers. I'm sure I'll never see the funds ( already to late for what I needed them for anyways, costing me more money ) and I hope the CFPB can do anything, or direct me to the appropriate authorities to make sure TD bank can not abuse its power.

Company response to consumer: Closed with monetary relief