Consumer complaint received 2015-12-24
Company: TD BANK US HOLDING COMPANY
State: SC
Product: Credit card
Issue: Payoff process

Complaint:
ON XXXX XXXX I went into a local branch to make a payment so it would be credited quicker.I was advised by the banker that the best way to get this done would be to make a payment through the internet on their website as I have always done. Nothing has changed and I used the same bank I always do. I was advised when calling customer service it could take up to XXXX hours and in addition this was part of their disclosures. I had to make this payment quickly but thinking this would be good on Friday the XXXX at latest I was fine with this. I have a contract with XXXX XXXX as we own a franchise that requires payment be made promptly. If not they have the right to take our franchise away. At the very least it would be a professional embarrassment. XXXX XXXX XXXX the check was cleared and the money removed from the bank I do business with. XXXX XXXX XXXX XXXX to have this charged and was denied. I quickly checked my balance which showed a hold on the account even though the money was taken from my account. I called customer service was advised the calls could be recorded or monitored which is totally fine with me. I spoke to several customer service personnel, including ( after numerous request and lack of customer service XXXX Customer service supervisors and purportedly management. I expressed my frustration requested a call back from corporate and needed an immediate remedy to this issue. I spoke to a XXXX at XXXX and was told she is the customer service manager. I faxed her proof at XXXX PM of the check clearing my account, and proof that I had more than sufficient cash flow and balances to take care of any issues. It was only a {$1000.00}, but I needed the availability. I was also told by TD Bank that if I had a bank account with them they could lift this hold. THIS IS LIKE BLACKMAIL IN THAT THEY WOULD ALLOW IF IT WERE THEIR BANK AND UNILATERALLY DISALLOW A VALID CLEARED CHECK NOT TO BE CREDITED. i WOULD THINK THIS IS A XXXX BANK VIOLATION YET THEY HIDE BEHIND THE FACT THAT THE XXXX GIVES THEM THE RIGHT TO HOLD MY MONEY UP TO EIGHT BUSINESS DAYS. The customer service manager XXXX assured me she had the authority to have this cleared earlier once she verified the funds were clear. SHE never did as on the XXXX I was again informed that it shows on their records that it was credited yet nowhere no how was the merchant XXXX XXXX Corporate able to get this through. My money was taken, cleared and never credited. If they do this to all their clients or have the ability it could amount to millions of dollars which they use, it could result in bullying the public or compelling them to open up bank accounts with TD Bank, worse such as myself it will cause tremendous embarrassment, loss of a business relationship or horrible consequences such as I have been placed into as a result of their unethical procedures. 
I have kept detailed logs as to who I have talked with. I attempted to have this escalated and all I have been told after calling back and speaking to another XXXX was that no one else was available and it is BEING ADDRESSED. This is improper and to be quite honest I was told the hold was until the XXXX XXXX. Now I am being told that the manager XXXX had to leave on a family manager that Tierra ( number XXXX XXXX the alternate manager could do nothing further and that XXXX did everything she should. I did not receive a courtesy call and I was the one who had to reach out. I asked if there was anything I did wrong or could do differently and was told that TD Bank at anytime BY RANDOM CHOICE could restrict credit from a payment ( even if it cleared ) and there was no way to prevent this. I have been given wrongful advice by customer service, branches, management and personnel. I would immediately close my business with them but by eliminating available credit it will damage my credit scores and further damage me.

Company response to consumer: Closed with explanation