Consumer complaint received 2018-10-07
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/2018 I tried to make an ATM deposit at a branch but both of the ATMs were out of service as always. I ended up making a mobile deposit of {$2400.00} to my checking account at XXXX. The receipt said it will be available on the next business day as long as it is deposited before XXXX. However it was not available the next business day. I called the bank on XX/XX/2018 asking why my money wasn't available still and was told it is on hold for 6 business days by fraud department. She also said if I go into a branch they will be able to verify my check in person and lift hold. I was transferred to their fraud department. A representative from fraud department told me that he can not find the reason why my money is on hold. He just started reading a script about how bank is trying to protect me from I still don't understand what. After pushing more for a reason he told me that there's a high number of fraud cases for people of your age. Basically saying that because of my age the bank can not trust my deposits. I said that that was unacceptable and asked him if that was even legal, Also I asked about how many times were there fraudulent check deposited into my account, he said none. Therefore I still did not have a reason why my money is on hold. 
On XX/XX/XXXX I went into a local branch to verify my check, without looking at my paperwork branch supervisor told me that they not verify anything and I have to wait for hold to be released because of fraud suspicion. To what I replied that this has happened to me before and another branch representative was able to lift the hold and even waive the fees associated with it because there wasn't a reason for hold. I asked to resolve the issue immediately. Please note this conversation happened in the middle of the branch with both of us standing. I was not offered to sit down like everyone else and he did not offer to look through my documents or to try and resolve the issues. Instead I was told to sit down in the waiting room and wait until he completes a call with fraud department. After waiting for a while he came up to me and told me that they're holding the deposit because it is a federal check. I told him that it is NOT a federal check but a regular payroll paycheck and I showed him the stub. He was not interested, he didn't even look at it, he said thats what they told him and thats what he is telling me. After realizing that this excuse is not working he said, its probably because the amount of my check it too high. To which I immediately replied, only if it is above {$5000.00} its considered high enough for you to hold the money for that reason. ( Please note this whole conversation happened in the waiting room with no regard to my privacy as a customer. It is absolute unprofessional, considering that they had desks available for us to sit down. ) I was treated like a was a criminal trying to steal their money while I only wanted to have my deposited money available for me to pay my bills. 

The whole situation was remedied by a XXXX officer who works inside the branch telling me to go to another branch and try speaking to them. Because she saw that the bank representative was unhelpful, argumentative and disrespectful. I am absolutely repulsed by TD BANKs rude employees, awful policies, inconsistent promises and down right lack of customer service whatsoever. 

After I went to another branch I was told that I must go to the branch that opened my account to resolve such issue. I am not comfortable with coming back to my home branch because that branches employees showed me enough that they will not help me at all. 

I demand I written explanation about why my money is on hold and why the bank thinks they can discriminate their customer about their age and hold money according to customers ' age, a letter about what was done to explain to their rude employees on how to treat customers and an apology. If there are any fees assessed during this hold I demand for them to be removed immediately so that I can close this account and never step a foot into another TD bank branch. 

Thank you

Company response to consumer: Closed with explanation