Consumer complaint received 2021-09-18
Company: TD BANK US HOLDING COMPANY
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I have been falsely accused of bank fraud by TD Bank. I do not know what the status of the {$3000.00} balance in my bank account is. There has been no contact from TD Bank after repeated tries, both by phone and email. 
My husband and I are US citizens living in XXXX. We have not been in the US since XX/XX/2020, because of Covid. My husband works W2 remotely for a US company. His paycheck is deposited into his US bank account. He is a cross-border banking customer with TD. I was also. Unfortunately, his cross-border account was set up incorrectly, he can not do cross border transfers online. Therefore, he would transfer money via XXXX to my US account for me to transfer it to my XXXX account. My US account has had very little activity other than the transfers and a monthly check deposit since XXXX of XXXX. On XX/XX/XXXX and XXXX, my husband transferred {$2500.00} each time, to me via XXXX. On XX/XX/XXXX and XXXX, I transferred {$2000.00} and {$3000.00} to my XXXX TD account. On XX/XX/XXXX I tried to transfer {$220.00} to a tax preparer via XXXX. I have known him as XXXX for six years. His first name is actually XXXX. The transfer was rejected, and my account was frozen. I received email letting me know this and that it would be resolved within 24 hours. On XX/XX/XXXX I tried to access my account online but could not. I called cross-border customer service, they informed me that my account was frozen for digital banking fraud and set to be closed. I was instructed to call the demarcation department for further information. I phoned the department on the XXXX. The call went directly to voicemail. The outgoing message said, All calls would be returned within 48 business hours. My call was never returned. I called again on the XX/XX/XXXX and sent an email. I left a detail message explaining the situation. I was never contacted. Between XX/XX/XXXX and XX/XX/XXXX, I spoke to customer service representatives, including branch managers at the branch that I opened the account up in the US, 21 times. Not one of them thought that the transfers, including the one with the wrong first name, should have caused the fraud alert. None of them could tell me if the balance in my bank account would be returned to me, or what the problem was. I was repeatedly told to call the demarcation department, I was never able to reach them or was contacted by them. I was told it would take 30 days to close the account. That was false. On XX/XX/XXXX I discovered the account had been closed when I tried to call customer service, but my account number was no longer valid. Other than receiving the last two statements in the mail, I have not had any response from TD Bank this year. I never received any communication from TD Bank demarcating department. 
Obviously, my husbands W2 income is reported to the IRS. I also report all my income to the IRS. There was absolutely no fraudulent digital banking activity on my account. That TD Bank never bothered to investigate before closing the account is wrong. It appears they failed to realize that I was a cross-border customer, therefore transfers would be common. I did not violate the banking agreement regarding the transfers both in monetary amounts or number of times per month.

Company response to consumer: Closed with monetary relief