Consumer complaint received 2021-06-16
Company: TD BANK US HOLDING COMPANY
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I am a customer of TD bank, where I hold a checking account. I am a US citizen, but have lived abroad for XXXXXXXX XXXX, and am not in the US often. I am currently out of the US. My bank requires a two-step verification, but has no actual way of updating numbers to it. In order to update the number, the system requires me to accept SMS messages on the old number and the new number. It is impossible in most places to accept an SMS on a foreign XXXX, meaning the bank has not given me a sufficient way to update my number. Further to that, the last number the bank did allow me to update with in a call last year, was a prepaid number, which I'm specifically told can't be used for verification. So they allowed me to update with an unusable number, and then locked me out of all functions. 

I failed the two-step verification because of these issues and have been locked out of all online, mobile, and telephone functions. I have called numerous times to get my account unlocked, but no one will help, and in fact, I am actually told I have to return to the US just to verify myself. I was told this while talking on XXXX, which allows video which can be used for verification. I can verify my account in every possible way, but I can't accept the text message for the two-step, and the bank thinks this is enough to lock me out of functions. I am more than aware that whatever their standard procedures are, that they can be overridden, and I can only imagine ( but will soon get the full legal update ) that in the event of me being locked out of my account, while abroad, with no one to speak to me, that criminal liability can be involved for anything that happens. I don't believe TD bank actually stands by this - or would put itself in this position, but I have been unable to get to a level where other measures can be taken. 

I asked the bank what happens if I lose my card, or if they think there is fraud and lock my account ( as both are functioning, though I can't get info on them ). I was told that no one would speak to me in such a circumstance, meaning the bank would cut me off from my funds, and not speak to me, even though I'm abroad, leaving me completely stranded. This is extremely dangerous, and would unequivocally result in legal action taken against them. I have called no less than XXXX times to have functionality restored for my own safety. They refused to allow me to speak with someone on a higher level with more authority. I have all of this recorded. 

As far as I am concerned, this is my money, and so long as there is any way to verify me, it has to be done, especially considering my circumstances of not being in the US. The bank is putting me in an extremely dangerous position, and then saying its for the security of my account, when in reality, it makes both me and my account incredibly insecure. I can not close my account, I can not report fraud, I can not request payments, I can not do anything but hope they don't randomly decide to block my card. This is unacceptable, and it seems pretty legally unacceptable as well, given the fact I was never given a viable way to update my security number, or a way to verify with something other than a non-pre-paid. 

I want to be let back into my account functions. This simply requires a verification of some kind outside of the two-step. Right now, I can't even receive communications from my bank because they refused to take down any other number!! Which means they can't get in touch with me, also quite dangerous, which I explained. But again, they chose not to do anything about this. I will seek whatever legal help I need outside of this, but I do not accept that I have to return to the US to have functions restored for my own account, and certainly not while I am perfectly able to speak to them to confirm who I am. 

This is not just an issue for me. This is an issue for anyone who goes abroad, and fails a two-step verification ... which given their policies, should be plenty of people.

Company response to consumer: Closed with non-monetary relief