Consumer complaint received 2018-09-24
Company: TD BANK US HOLDING COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I noticed there was a TD bank new checking account promotion online which is {$300.00} bonus for opening a premier checking account and complete the requirements at XX/XX/XXXX. 
But when I wanted to open premier checking account online, I met some issues with identity verification several times, could not open premier checking account online successfully. 
So I went to the nearest TD bank store at XX/XX/XXXX, and met the assistant store manager XXXX. I told her the verification problem when I wanted to open checking account online and get the promotion bonus, then I asked her if I could get this promotion bonus by opening premier checking account in store. She said Yes, you can! 
She told me the account must receive direct deposits totaling {$2500.00} or more within 90 days of account opening. If I have completed all of the above requirements within the specified timeframe, my account should receive a credit for {$300.00} no later than 125 days from the account opening date. 
Then I opened premier checking account at the branch with her help, she printed the promotion details and gave it to me as a confirmation. Right now I have already completed all the requirements this promotion requires. 
When I completed all the requirements, I called them at XX/XX/XXXX asking when, they did not say my account would not qualify, they told me once I complete the requirements I should wait. After several days, I sent secure messages via online bank to ask when I will get the bonus at XX/XX/XXXX and XX/XX/XXXX, XXXX XXXX and XXXX who are TD Bank On-Line E-mail Specialist also did not say my account would not qualify and just told me once I complete the requirements I should wait. 
The time when I opened this premier checking account was XX/XX/XXXX, and XX/XX/XXXX was the 125 days from opening date, I still did not receive my bonus, so I called TD bank yesterday telling them why I still did not get bonus, they said they would contact promotions department to find out why the account has not received a promotional bonus of {$300.00}. 
Then I sent a secure message using online bank asking why I still did not get bonus, XXXX, the TD Bank On-Line E-mail Specialist replied they are reaching out to their promotions department to find out why, and I receive their reply this afternoon. 
They said Upon review, this account was opened in the Store. The only promotions for accounts opened in the store at the time this account was opened was our XXXX XXXX offer. In order to qualify for the XXXX XXXX campaign, the Customer must have received a mailer and the name and address on the mailer must match the name and address on the account. The offer was not transferrable. Upon review, I do not see the customer received a mailer. Unfortunately, the account would not qualify. 
This is totally ridiculous, the assistant store manager XXXX told me I could get this promotion by opening account in the store, she printed the promotion detail, gave it to me as a confirmation, and then I completed all the requirements. But right now TD bank thinks my account does not qualify, and they have not answered my question vie online secure message for more than 3 days which they said they will reply with in 24 hours. 
What Im thinking right now is that TD bank just does not want give me the promotion bonus as the terms advertise and say. 
Americans most convenient bank? I truly start to doubt.

Company response to consumer: Closed with monetary relief