Consumer complaint received 2018-09-25
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I had a commercial / business account with TD bank at XXXX XXXX XXXX, XXXX, NY XXXX for almost 10 years. I had a break in at my office in XX/XX/2018 and had to change the account details to avoid fraud. I was not made aware at the time, but this change meant my account was subject to new regulations Today, XX/XX/XXXX, I discovered my account was closed and close to {$12000.00} was " missing ''. I thought it was fraud and went to a local branch. Instead, I was told that I had not filled out a form that was required and so TD bank closed the account. They seemed unsure where my money was! 

The more I dug into this, the more I determined that TD Bank had not acted responsibly and it was their fault. 

The new form that I was required to fill out existed when I opened this account. The new form began XX/XX/2018 and I opened the account XX/XX/2018. They could have asked me to fill out the form the same day, but failed to do so This is per a supervisor named XXXX. XXXX also said the person who opened the account for me left a week after they opened my account and the local branch had a lot of problems because they had not done their job. To which I pointed out that a TD employee failing to do their job had nothing to do with me and I should not be penalized They had FIVE MONTHS to ask me to fill out this form. They could not explain why five months went by without asking me fill out the form but suddenly my account was closed due to it not being filled out? 

They stated that XXXX XXXX had contacted me regarding this form. I let them know the following First, XXXX XXXX had called me on a Tuesday. She did NOT state the nature of the matter, just left a message. I called back, she was " on the other line '' and I asked the person who answered to have her call me back The call was not returned the same day. It was returned on a Friday. XXXX XXXX did not indicate it was an urgent manner. She in fact stated she could mail me the form, but I said she could send it by email. She sent it on a Friday afternoon. 

Having left the office due to a family emergency, I did not receive the email until Monday morning. It was followed by a call from XXXX XXXX. I told her ( 1 ) that I had received it, ( 2 ) that I was dealing with a family situation and was about to get it done and ( 3 ) that as soon as possible I would fill it out By my guesstimation, they closed the account within an hour of that conversation Bank managers at XXXX XXXX have thus far not returned my calls. XXXX tried to walk back what he had told me ; 1. That their employee failed to have me fill out the form when the account was opened 2. That they had not in a timely manner reached out to me to get the form signed and 3. That despite the supposed urgent nature of this form, why XXXX XXXX waited FOUR DAYS to return my call. 

I can not pay my rent, I can not pay my employee, I have no idea where my money is and finally they have the nerve to charge me an overdraft fee when a regularly scheduled item came in

Company response to consumer: Closed with monetary relief