Consumer complaint received 2019-01-17
Company: TD BANK US HOLDING COMPANY
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
On XX/XX/19 I did a deposit in the amount of {$9000.00} in my checking account at the Td bank in XXXX located at XXXX XXXX XXXX are code XXXX. The check was made out from the XXXX XXXX XXXX XXXX for my loss wages because I'm a victim of a XXXX XXXX XXXX. Prior to me depositing the {$9000.00} check I had a balance of {$220.00} in my checking account. The next day on XX/XX/19 I called the bank around XXXX XXXX-XXXX and I had a balance of XXXX. Therefore, I went to the Td bank located at XXXX XXXX XXXX in XXXX, Ct XXXX because I know that they have large bills there, I wanted all {$100.00} bills. So went there so I can withdraw the funds of {$7000.00} from the teller and she said it wasn't a problem then she said she have to get an override. So that's when a lady name XXXX XXXX, financial services representative, said she had to verify the check. They started treating me unfairly and I asked her why do she need to verify the check if the funds had already been released so then I told her I didn't want her to verify anything because I didn't give her permission to look into my account because it was suspect to me why she would need to verify a check when funds was already released into my account. She then went into the office of assistant manager XXXX and they both were being rude treating me unfair saying they had to verify the check so I told them to give me the withdrawal slip back because it was strange to me that they would need to verify something that already was verified. So eventually they gave me the withdrawal slip back, I then went into my car to call the Customer service call center at XXXX at around XXXX XXXX   and I explained to Mrs. XXXX at the XXXX call center in Maine about my situation and she then spoke to her manager named XXXX and she told her to tell me to go to the bank where I deposited the check which was at XXXX XXXX XXXX in XXXX, CT to do the withdrawal and that they shouldn't give me a problem. I went back into the XXXX location because I was still sitting in my car outside that location to tell them what XXXX had told me but XXXX was still giving me a hard time saying she was still trying to verify the check. I know Mrs. XXXX told me to go back to the bank in XXXX to withdraw the funds where I deposited the check but I just wanted to try and see. So that didn't work out. I went to the XXXX location to withdraw the funds with the teller XXXX and he said he had to call his manager So then the manager came over name XXXX XXXX and she also gave me an hard time after I was explaining to her that Mrs. XXXX spoke to her manager XXXX and they said that they spoke to the manager at the XXXX location which at the time was XXXX XXXX. She was also being rude saying nobody spoke to her and that she needs to verify the check then I kept telling her what Mrs. XXXX and Mrs. XXXX said then all of a sudden she got rude and said there's no funds available. I went back in my car to call the customer service again to tell them what happened and see if I can talk back with Mrs. XXXX or Mrs.XXXX. I found out that my balance was now XXXX and the lady I was speaking to was very rude on the phone saying I couldn't speak to them. I had to hang up cause she was very rude saying she was the manager in XXXX, Maine. So then I called again asking why my account is saying XXXX when it just said XXXX about half hour ago. They told me that my account had a restriction on it from the fraud dept. and I kept asking them why I didn't do no fraud and never did. They still kept giving me a hard time. I spoke to someone named XXXX also and they all gave me a hard time. I finally went to the victim services to explain what was going out with the check and I spoke to Mrs. XXXX XXXX, Fiscal administrative assistant 2. She was very nice and helpful she called the bank to try to explain to them that there was nothing wrong with the check and she couldn't get through to the manager. I stayed there for close to an hour. I broke down crying because they've been putting me through a lot of stress the whole day. It was now around like XXXX XXXX. I went home for a few mins called the customer service again still the same thing and I explained to my mom what was going on my mom was also upset that they was treating me that way she spoke to the lady on the phone but still nothing. So I called the XXXX branch again and spoke to XXXX and I asked her why did she put a restriction on my account and she said she didn't do it that the XXXX branch did it. So I went with my mom back to the XXXX branch to ask Asst mgr.XXXX  why did she put a restriction on my account that she had no right to put a restriction on my  account. Then she kept saying about verifying the check. She then put the XXXX back into my account that I originally had in there before depositing the check but then I asked why didn't she put it back the was it was before I first came into the branch which was {$9300.00}. She stated she needed to verify they check because the amount and I said if the check was already verified and the funds was released you had no right to do that. So I waited in my car for about an hour then I had to leave because I had to pick my niece up from the bus stop. I called the customer service number again because they said someone put a hold on the check and that they put into the notes steps they need to do to remove the hold but still didn't do. Mrs. XXXX XXXX spoke to XXXX XXXX and answered questions about me and said she would try to release to the check sooner because XXXX and XXXX was saying it takes up to 10 days to get the check cleared. but I knew that they weren't telling me the truth. So I called some lawyers to see about a claim for racial discrimination. The time now was around XXXX XXXX  close to XXXX. I call two different law firms and the second law firm told me about the CFSB website to make a complaint. So I called the XXXX location and I told a guy that I wanted to speak to XXXX to see if she took the hold off the check yet and that I was going to make a complaint because I called one of the times earlier that day and spoke to a guy and said XXXX was on lunch and that he would have her return my call and she never did that was before I went back there the second time. So I told him I was going to make a complaint to the CFSB. A girl named XXXX called me back saying she had good news that they took the hold off and for me to come down to get the money but earlier that day that same girl XXXX called me and said she would try to have it ready tomorrow which was going to be XX/XX/19. So I called the Customer service number to check my balance and the balance said XXXX. I called them again and asked XXXX if the money available why my balance still say XXXX she said because we thought by time you got here it will reflect on the account. I said ok and hung up she called me back in about five mins and then said it was showing in my account. If I hadn't told them I was going to make a complaint that would not had took hold off the check. I didn't get done with everything until around XXXX XXXX. So it took all day and a lot of time out my day from things I had to do. and the rudeness and they treated me very unfairly

Company response to consumer: Closed with explanation