Consumer complaint received 2020-02-28
Company: TD BANK US HOLDING COMPANY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Late or other fees

Complaint:
XX/XX/XXXX I received a letter from TD Bank Americas most convenient bank. Stating that my account ending in number XXXX is overdrawn. I went personally into my TD branch in XXXX XXXX XXXX and had to make a specific meeting with a representative in the branch to deal with this issue and find out what happened to my account. I was there for two hours. The branch representative called for me and authorized me but they could not even find my account number they couldnt find my name they couldnt find my social insurance number and they were nothing but rude and nasty even to the other TD branch representative even though I had all my paperwork in my hand from opening the bank account they said they couldnt help me they couldnt find me there was nothing they could do so I made a second appointment to come in the next week after I had gone home and tried to find more documentation to bring with me to the next appointment. At the second appointment myself and the TD branch representative were physically calling for me and again she authorized me, we got nowhere. All the representatives on the TD US side were very unhelpful and uneducated in their job. We asked for a supervisor or a manager to come on the phone they refused and said there wasnt any way we could do that so we put a request for a callback which was supposed to be done within 24 to 48 hours. We were finally able to get a little information and we were told that there was a cross-border transaction on XX/XX/XXXX for XXXX dollars that was done and by that transaction being done the fees that were taken out of the account but were not replace until the following business day, which put me in under my hundred dollar limit. This then set off the computer system saying that I was below my hundred dollar limit and started eating away every month at my {$120.00} limit in monthly service fees. They are now saying that I need to pay them {$16.00}. The representative that both I and the TD branch representative spoke to you on the phone said he put through a Note into my file that they would remove the {$16.00} to bring my account to a non-owing balance. This was in a charge off department and collections recovery phone number XXXX. This would not have occurred if their computer systems had done things properly and refunded my me to me transfer fee immediately after the transactions when it was supposed to. 

Several weeks went past and I have not received one phone call I called in two times in the month of XXXX and requested supervisor callbacks and not one phone call was returned. I called XX/XX/XXXX and spoke to a female representative with the ID number XXXX, she said there are no notes in my file except the request was put in XX/XX/XXXX and XX/XX/XXXX And thats all it says. She said she put in a request for a supervisor to call me back, I asked her why there were not any notes I asked her why no one had called me and her response was I dont know I cant tell you anything. I called again on XX/XX/XXXX and I spoke to a female representative with ID number XXXX I was on hold for 37 minutes. I. Advised her of the situation that I needed to speak to a supervisor and had requested several callbacks.The representative did not want to assist me she said she could not find my account number which my account number is XXXX which is exactly how the other representative looked me up XX/XX/XXXX she tried to pass me off and transfer me to customer service and I told her she cant transfer me I have to speak to her or someone in her department she continued to speak over me and argue with me after I told her I know what Im doing Im calling and I need to speak to the collections department. She said that she cant deal with me and she is terminating the call and then she Hung up on me.

Company response to consumer: Closed with monetary relief