Consumer complaint received 2019-12-11
Company: TD BANK US HOLDING COMPANY
State: NC
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
New to the community I found a TD promotional offer online. Basically the offer states that if you open a Beyond Checking account with two qualifying deposits totaling {$2500.00} or more within 60 days you will earn {$300.00}. Additionally, you can earn {$200.00} when you deposit {$20000.00} or more in new money within 20 days of account opening and maintain a balance of at least {$20000.00} for 90 days. 

Having this information, I met XXXX XXXX, a new accounts representative for TD Bank, on XX/XX/2019 at the XXXX XXXX XXXX. branch in XXXX, NC XXXX. He looked for the promotion online but could not find it. He called TD Banks corporate office and they could not find it. So I went home and sent Mr. XXXX the link to their promotion and went back to the bank to show him the promotion in person complete with disclosures. He clicked on the link I provided him and stated, yeah sometimes these promotions are buried or are done through our marketing affiliates. He confirmed the offer was timely and that all I needed to do was apply on line. I went back home and applied on line through TD Banks promotional portal by clicking open now and made the qualifying deposits the next day. After making the two direct deposits from my Social Security income and maintaining my savings balance of {$20000.00} through the required 90 days I began making inquiries through the TD Bank call center around mid-XXXX. I was advised by their representative that I had met the qualifying prerequisites per the standard offer. However, the representative could not see the offer itself. The representative said she would escalate my concern to her management. As I received no reply I subsequently called the call center numerous times in XXXX and into XXXX. Again after no response I finally related to a representative at the call center that I would file a consumer complaint to the agency that governs banking. The following day on XX/XX/2019 I received a call from XXXX XXXX. ( Spelling of name uncertain ) who operates through their chairman of promotions office. His telephone number is XXXX. He advised me there was no promotion and the promotion I must have responded to must have been through one of their affiliate marketers. After advising XXXX XXXX of the aforementioned facts stated in the above he recoiled by saying, We dont have to honor our promotions. Youre not entitled to a promotion. Its not like interest you earn in an account. Its up to us whether we give it to you. Note : He did not ask me about the link I had sent to Mr. XXXX or how I found the promotional web site. 

I was subsequently contacted by the XXXX Branch Manager, XXXX XXXX on XX/XX/2019. She asked me for an accounting of my concern. She said she would research the problem and get back to me. Within a day she advised me she had found the offer. However, she didnt and could not produce it. She instead provided me with a *supplement to the promotion date XX/XX/2019 which I was never privy to. Note : The original link I had emailed Mr. XXXX go directly to TD Banks live web site per XXXX XXXX. When you click on the link of my email dated XX/XX/2019 it has now undergone several changes and permutations. Ms. XXXX conveyed to me she was authorized by her Manager to deposit {$300.00} into my Beyond Checking account. The amount was deposited on XX/XX/2019. However she said the {$200.00} I believe I earned per the original per motion was disallowed for reasons that remain unclear to me. 

In summary I question the process that takes place between TD Bank and their so called affiliate marketers. To me this is irresponsible and not incumbent on the customer to process. I am concerned that TD Bank management is telling their customers that they dont need to honor their promotions. I am very concerned that the original promotion and confirm by Mr. XXXX is yet to be found. Finally, how can a prospective customer enter TD Bank through a promotional TD letterhead web site, offered to the public, that says open now if the offer is not valid? No one at any quarter at TD Bank has been able to answer this simple question. 

Needless to say this issue has caused me a considerable amount of time, effort and undue stress. This is not the standard to operate business professionally by any measure. 

Respectfully XXXX XXXX *ref. supplement dated XX/XX/2019 can be furnished upon request.

Company response to consumer: Closed with explanation