Consumer complaint received 2019-10-08
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2019, I opened a checking account, online, through TD Bank. Within several days of opening the account, I set up the account to receive direct deposits from my employer, XXXX XXXX XXXX. In the time-frame of about a week, I became locked out of accessing the online capabilities for the account, however, I have other checking accounts and this particular one didn't have any funds in it yet, so it was not of urgency to have the matter resolved right away. The XXXX direct deposit system, through my employer, typically take two pay periods before funds get deposited into a newly added account. Sometime around the week of XX/XX/XXXX, a week prior to being able to receive a direct deposit to my new TD Bank checking account, I called their customer service to see if I could resolve the online banking issue over the phone.The representative stated I would need to go to a local TD Bank Branch to confirm my identity and gave no further explanation. On XX/XX/XXXX, {$1000.00} from my employer was deposited into this checking account, and I visited a local branch to have my online access unlocked. It was at this time I was informed my account was in a " closed '' status, due to fraudulent activity, and that I needed to provide my social security card to confirm my identity. At that time the only identification I was able to provide was my Florida issued driver 's license as well as a US Passport. I was told this was not sufficient and that the only way the " closed '' status could be lifted was by providing my social security card. I visited another branch that day and the representative I spoke with confirmed the same information, that my account was " closed ' and that I'd need to provide my social security card to verify my identity. In addition, I was informed that the issue with my account had been escalated to a different department -- this is a department I still have not gotten any specific information about, other than they don't have a direct phone number and are currently investigating my account. The representative I spoke with that day informed me that since my account was " closed '' and the funds from my employer were only initiated and not deposited, that the direct deposit would kick back to the employer. I contacted my payroll department about the issue and they stated that once they received rejection of the funds they could issue me a check. The following Monday, I went to the branch again, this time providing my Florida issued driver 's license, US Passport, current car registration and a piece of mail in my name, confirming my address. Again, this was not sufficient, however this time I was told my account wasn't " closed '', but rather in a " no check status '' and that the funds had been deposited into my account with no way of reversal or retrieval from my employer. Again, I contacted customer service, this time being informed that my account was neither " open '' nor " closed '' but rather in a " restricted '' status. Nobody at the branch or through the customer service number could provide me any information or put me in direct contact with anyone investigating the matter, only that I needed to visit a branch in person to resolve the issue. On another instance, I was informed by a customer service representative via telephone that even though my account was restricted, my funds should be rejected and sent back to my employer within 6 business days, which has proven inaccurate. On two separate instances, at different branches, I've asked to speak with branch managers at TD Bank and have been told there were none there. Today, XX/XX/XXXX, I made a final attempt to have the issue resolved at a local branch. The main identifying piece of information they are requesting is confirmation of my social security number, so came with my Florida issued license, US Passport, current car registration, piece of mail with my current address, W2 forms from the past 3 years, that clearly show my social security number, the paystub from the direct deposit to their institution -- placed on XX/XX/2019, as well as my receipt from the Social Security Administration, showing my order being processed for a replacement social security card. The response I received from the representative I spoke with was that they were able to confirm my identity, however, my account was currently under investigation for fraud, by a department they weren't able to get in contact with, and that there was nothing I could do to get the {$1000.00} that has been sitting in the account for the last 12 days. The gentlemen informed me to call the number on the back of my debit card, since there was nothing he could do to lift the hold on my account. I asked him, in the event I provide my social security card once it arrives, if then I'd be able to access the account, and his response was no. I called that number on the back of my debit card and the customer service representative stated that my account was " locked '', he couldn't see/or have access to any information about it and that I'd need to go to a branch to have the issue resolved. At this point I have no other alternative but to file a complaint since I'm not getting any clear answers or resolution dealing directly with this institution.

Company response to consumer: Closed with non-monetary relief