Consumer complaint received 2022-12-10
Company: TD BANK US HOLDING COMPANY
State: NH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
In XXXX of 2022 I turned XXXX, so my mother and I went to TD Bank in XXXX XXXX XXXX to remove her off of my account. We filled out all of the paperwork and thought we were all set. Later this year on XX/XX/XXXX, there was {$320.00} taken out of my checking account and sent to my mothers because she overdrafted hers. The woman we spoke to said that the woman we worked with in XXXX had since been terminated for not doing her job corrrectly. We then refilled out all of the paperwork to get her off of my account. They also told us there was nothing they could do to get my money back. We let it slide because they said they had an incompetent worker. Now, three months later on the morning of XX/XX/XXXX, there was {$230.00} taken out of my account and sent to my mothers again because she had overdrawn her account. Me and my sister, sick of this happening repeatedly, went to the XXXX XXXX and spoke to someone about why this was happening. She stated that it was because my mother was on my account. We told her that my mother and I had filled out the paperwork to get her off multiple times now and that I expect my money back. We then spoke to the lady who did my mother and I 's paperwork for this back in XXXX and she pulled it onto her computer and said that the paperwork had bounced back and had no idea why, she did some digging and said it was because she put my checking account and savings account on the same paper and that wasn't allowed. So, for the second time this bank messed up this paperwork and cost me over {$500.00}. This lady told us she specifically couldnt do anything about getting my money back and told us to call customer service. We went home and called and spoke to many people for many hours. They all agreed that this is absolutely ridiculous and stated that what they have done could be considered fraudulent. They sent an email to the branch managers and all supervisors and said to go back to the bank and they would get me my money back and that there would be an investigation. We went back to the bank and she said that everything the bank did they had a right to do and that I would not get my money back. She also said that the lady who helped us in XXXX knew that it had bounced back and tried to contact me and my mother via phonecall. My mother and I never got any calls nor ever had any voicemails regarding anything to do with our bank accounts. But again my sister and I were litterally standing right there when the woman from XXXX pulled my account up and said she had no idea why the paperwork was sent back. So, after XXXX XXXX hours of phonecalls, lying, and just straight up rude and disrespectful managers with XXXX XXXX TD Bank. I am now out {$560.00} and have moved all of my remaining money to a completely new bank. I have never had an issue with TD up until this year and this is just absolutely ridiculous.

Company response to consumer: Closed with monetary relief