Consumer complaint received 2019-06-17
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Saturday XX/XX/XXXX I deposited a check for the amount of {$100.00} via mobile deposit using my cell phone. At the time my account balance was {$2.00}. on Sunday XX/XX/2019, I noticed that my account was a negative - {$9.00} I called the TD bank to ask why my funds were not available. I spoke to a representative by the name of XXXX. He asked me how did I deposit the check, I informed him that it was Via My cell phone using the mobile deposit feature. he stated " That's The Problem '' and that if it was processed after XXXX on a saturday that it would take an additional business day. I said : but you guy are open and processing transactions today so why does that not count as a business day if your getting paid to work and accepting transactions. He said : if I would have walked into a bank that I would have had {$100.00} of that available. I asked him about the {$35.00} Overdrawn account fee I would receive because of this transaction when I clearly have money in my TD checking account pending. At this point he began getting frustrated but not trying to show it. he started repeating the same thing over and over before I asked to speak to manager. " There is nothing i can do, you have to wait another business day for the check to clear. '' A female manager came on the phone without even stating her name and just said " Hello '' as if she was on a personal phone call. I asked her is that how you answer the phone as manager?.  she said : I was busy but how can I help you?. I said : by the way you answered the phone I really dont believe you have any intention of helping me is there anyone else I can talk to? She said " NO '' im the only one here. I stated I dont believe that and at this point I became frustrated with the lies already. I hung up and called back just cause I knew she was lying. I asked to speak to a manager right away. The lady proceeded to ask for all my information but, I told her that I rather not and would like to just speak to a manager. I know they can see who I am without asking that. ( Again, fifteen years of Customer service in a call center setting ). I then get a Manager by the name of XXXX whom starts to repeat the same thing word for word as the other previous people I just spoke to. No matter what I asked I got that same answer. " there is nothing I can do you have to wait another business day. '' he also stated that I could walk into a branch and speak to someone and they might be able to help me. After almost 1 hour on the phone with TD bank and very frustrated, i decided to send emails and got nowhere. On monday XX/XX/2019 I walked into My local TD Bank on XXXX XXXX in XXXX, NY and waited 30 minutes to be seen. I was seen by XXXX whom also said the same thing everyone over the phone was saying. word for word. " There is nothing I can do and you have to wait until " Tuesday '' to get your money. That would be 3 days I have to wait and my sick mother needs her medicine. He stated that Saturday, Sunday and Monday is 1 business day. He also suggested that I " OVERDRAFT ' my account. At this point I was appalled with all the lies coming from this company and its representatives and was ready to close my account and switch banks. I told XXXX that I would not accept that and would like to close my account and, I would like to speak to a manger. He then stated that he was the Supervisor and that there was no one else available. I asked to speak to his boss. he stated that she was right there and to give him a minute. after 5 minutes of waiting that's when I decided to stand up and wait to speak to her while he took another customer. I stood by the front door of the bank for exactly 30 minutes before receiving a phone call from the Person I was talking to via The XXXX App Direct Mail feature. She started saying the same thing as the others and at this point I am ready to hurt myself because I can't get access to my money and was already told to overdraft my account just to get my money and my mother has been sick and waiting for 2 days now. I began to Scream out of frustration again about how this is not fair and this is my money and I came here to bank for convenience and this is exactly the opposite. It's not fair that I am being penalized with overdrafts fees when I have money In my account pending and on top of that I can't even get the money cause it has not cleared only because I used the mobile app instead of walking into a TD Branch and depositing the check and {$100.00} would have been available. However, she ended up making the funds available for me.She is a life saver and my mother thanks her from the bottom of her heart. I forget the Lady name but i hope she gets mentioned in this article. Customers should not have to go through all of that knowing there is an exception to every rule.

Company response to consumer: Closed with explanation