Consumer complaint received 2018-09-07
Company: TD BANK US HOLDING COMPANY
State: PA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I went into TD bank XXXX on XX/XX/XXXX, to revoke and auto transfer to my sons mothers ' account for my son as voluntary supplemental support payment. I did this transaction with a bank agent personally. During this time the account was started under the XXXX XXXX branding and the system used today is different, as I was told by the agent, therefore the agent had to contact a technical back office to be guided on how to revoke or stop the funds from depositing monthly on the current system. When he finally completed the task, he gave me an authorization and I signed the document. 
After the agent checked the transaction, he told me it was completed and told me to check back with him in about a month to make sure because sometimes it may lag for the process to complete, ( which I did ). When I checked back as told he asked me for my ID and allegedly accessed the system and told me everything is good. The following month or shortly thereafte, r I went in for good measure and asked the same, and again he allegedly checked and said everything is good. 
The reason for the stop of funds is because my son was no longer living with his mother because she put him out so he was with me and there was no reason for her to continue receiving the funds. Since I transact daily with card and other known auto debits using ( A i ) and phone assistance for monthly debits, I had no doubt that sitting with an agent through the process would be erred especially after an hour. On XX/XX/XXXX or XX/XX/XXXX, I went into a different branch near my home to bring a disturbing revelation to the customer service agent questioning this monthly transaction that I attributed to maybe a credit card deduction, that I may been unfamiliar with, only to find out that the funds were still being deposited to my sons mothers account despite the revocation a year ago. The rep tells me that the person that did the change didn't complete the process correctly and that it was not the banks fault because he is no longer with TD and I should have been checking my account, I was then went to the branch that the transaction occurred and spoke with a customer service agent, who tried to assist me by escalating the matter. When I returned to the branch on XX/XX/XXXX or XXXX to find out the status, the agent tells me that the banks position is that i should have been checking my account to make sure the withdrawal had stopped. Funny, I don't ever recall the bank or its agents telling me I should check my account to make sure it started, neither did the agent present any documents referencing any errors or time to remedy if noticed any errors. This type of funds transfer is not something you can do without the assistance of an in-person agent to start the process, but what this agent did, was pull out a brochure outlining that any errors should be brought to the banks attention within 60 days and the bank was only willing to refund for the 60 day limit. Ironically the brochure shown to me for the bank not to be responsible for their agents error was published date XX/XX/XXXX, so where was this brochure published in XXXX during the transaction to give rise to notice of the same? They showed me the next years stipulation to escape responsibility. I'm asking that you investigate the above complaint, because the bank suppose to employ persons knowledgeable in handling and managing transactions that can not be ordinarily handled by the customer in cases involving account to account transaction without their intervention and the customer signed authorization. I contend if this transaction was completely ( A i ) at the use of my hand on computer with nothing to sign but electronically and in my full control and I made the mistake by not following though, then it would be my fault with my money wholly because I missed a step or just didn't know what I was doing ... I would say that's on me I made the error, but when the banks agent does it, how is it not their fault with my money. Please intervene to have all the funds withdrawn from my account for that period returned to my account. The total withdrawn erroneously from my account.

Company response to consumer: Closed with monetary relief