Consumer complaint received 2020-08-04
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I saw a TD Bank advertisement for a promotion at XXXX : XXXX I decided to open a new account because I was interested in the promotion. On XXXX XXXX, XXXX I opened the checking and savings accounts online. 
Checking account number : XXXX Savings account number : XXXX I already have had a credit card with TD Bank for a few years : My TD Cash credit card is : XXXX XXXX XXXX XXXX expires XXXX I had to call TD Bank last week in order to link my new checking and savings accounts with the same login as my credit card that I've had for years. 
Then a few days later all of suddenly I am unable to log into my TD account. I called on Saturday XX/XX/XXXX to see how to access my accounts. I had just funded a total of {$400.00} from my checking account at XXXX XXXX, and I was wondering why I am suddenly unable to log in. 
I was told on the phone by TD Bank customer service that I would need to reach out to my local branch which was XXXX to XXXX, XXXX, the same city as my mailing address. I explained that I am in XXXX, XXXX  and due to the pandemic situation that I will not be returning to XXXX until there is a vaccine as there is too much risk. The customer service told me on Monday to reach out to the local branch by phone and they should be able to solve this for me. 
Today I reached out to the local branch in XXXX, XXXX. I explained my situation and what is going on. I was told that the manager of the XXXX branch would work to solve the issue and that she would call me back. I waited the entire day, and did not receive a call back from the manager. 

Prior to being able to get a hold of the XXXX branch by phone, I had also called the XXXX, XXXX branch of TD Bank to ask for help and let them know what is going on with all of my accounts being frozen and unable to log in or access my accounts or money. 

I later received a call back from the XXXX branch, where I was told that the only way TD Bank would be able to help would be if I traveled thousands of miles during a pandemic to visit a branch in person. I said that is impossible, and that I need another solution. He told me that there is nothing else that I can do. He told me that he will not do anything else to help. He told me that if I call the toll-free TD Bank phone number ( the main number ) that they will tell me to contact the assigned local branch to my account, and that the local branch is powerless to help me. He told me there is nothing I can do. 

I am in XXXX, XXXX for the indefinite future with no plans to come to XXXX until the pandemic is over or there is a vaccine available. The closest TD Bank branch is thousands of miles away from where I physically am right now. 

I find this unacceptable. First of all, there is a once in 100 years pandemic right now. The epicenter of the pandemic is XXXX. It is unacceptable to demand that customers travel or step into a branch. I understand they want to verify that I am the one who opened the accounts, but there are other ways to do this. I offered to fax / e-mail a copy of my driver 's license / passport and other documents. I was also calling from the phone number on file, that I have had on file for many years. I informed the banker that I also received the e-mail notices on Sunday night from TD Bank that my initial deposits from my XXXX XXXX checking account had failed. This is the same e-mail address that I have used for many years. 

TD Bank has on their web site and phone line that they are " XXXX XXXX XXXX XXXX XXXX '' as a tagline. There is absolutely nothing convenient about this situation and this is draining my time at a time when there are a lot of challenges and difficulties already. 

-- I banked with TD in the past, and had an account in XXXX and XXXX with TD Bank. 
In XXXX, my account number was : XXXX - TD Convenience Checking I opened that account on XX/XX/XXXX In XXXX, my account number was XXXX - TD Premier Opened on XX/XX/XXXX. 
My phone numbers, e-mail address, and login are still the same as they were in XXXX. 

-- I do not authorize TD Bank to hold on to my funds forthright. I am demanding that my money be returned to me either back to my original funding source at XXXX XXXX where the funds were originally transferred from or as a check to : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX I need my initial deposit ( s ) returned. 

This is unacceptable that TD Bank is holding my funds hostage with  no recourse and no resolution. Especially with everything happening right now with COVID-19. I am looking for a quick resolution to this problem with having my funds returned to me as soon as possible.

Company response to consumer: Closed with non-monetary relief