Consumer complaint received 2023-07-26
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX, I opened an account with TD Bank, account # XXXX on XXXX XXXX XXXX in XXXX, NJ, with a deposit of {$100.00}. Later that same day, I deposited XXXX money orders via the atm, XXXX Bank money orders XXXX each, written under XXXX XXXX XXXX and XXXX United States Postal Service money orders, {$1000.00} each. The total of the XXXX money orders totaled {$6500.00}. When logging into my account on XX/XX/XXXX, I could not log in. I then called to have my password reset and was told my account was locked and flagged for possible fraud. On, XX/XX/XXXX, I went into the Branch, and brought my mom, since she is the one who gave me the money orders for my graduation. We spoke to XXXX and let her know the money orders are not fraudulent and were given to me by my mother. My mother provided her identification to XXXX. XXXX stated she would submit a Smartform detailing the situation along with my moms license and that we should hear back later that day or in the morning. She advised that even if they closed the account permanently, they would refund the balance. We then received a letter for each money order deposited stating. We have delayed the availability of funds from your deposit as account information indicates that the check may not be paid. Rest assured your funds will be available no later than XXXX business days after the deposit is made, unless we are notified of a returned check. ( see attached for all letters ) We never heard back from XXXX regarding the Smartform after days passed. Again on XX/XX/XXXX called the branch to speak with XXXX, was told she was with a client and would call me back, but I never received a call. On XX/XX/XXXX, we returned to the XXXX XXXX XXXX and spoke with XXXX. He stated it usually takes up to 10 days for the hold to be removed and to come back in a couple of days. We returned to the same branch on XX/XX/XXXX, spoke to XXXX. She stated they closed the account. I explained to her the situation and that a Smartform was submitted. She tried to email the back office, which I am assuming is the fraud dept, but she did not get a response. She told use to leave, and she would give us a call later or in the morning, but we never received a call. We waited a few more days. We called the bank and asked XXXX, and was told she would call back, but she didnt. We then called the bank again on XX/XX/XXXX and asked to speak to the Bank XXXX and was told she was on vacation. We then went into the bank again on XX/XX/XXXX. We spoke to XXXX first, he looked at my account and said that it was only the XXXX day and the XXXX dept has 10 days to decide. After XXXX, we then waited to speak to XXXX again. She stated the account was closed, which was opposite of what XXXX said. And she stated I needed to file a claim with wherever I got the money orders from. I asked what type of claim and she said she didnt know and that was all the information she could provide and I would have to figure it out. We went to the post office asking about a claim process and they stated since they money orders have been cashed, there is nothing they can do. I then reached out to XXXX XXXX XXXX and was told the same. Since the money orders were cashed its clear on their end. So who am I filing a claim with? I feel we being given the run around. 
After doing my research, I found that TD Bank is one of the banks that do take XXXX party checks, so how can they not refund the money. Ive also found that, in the issue of XXXX party checks, once the XXXX party has been verified, the funds are released. 
We have left several messages and called for the Bank manager, and she has been unresponsive or not available in the branch. When calling the XXXX number, we are only directed back to the branch. Our next step is to reach out to an attorney. We feel our rights have been violated. All of the money orders have been cashed and we have not received any notice that anything has been returned. This money was given to me for as a graduation gift for school and I need it to pay for school. They have not been forth coming, but very deceptive in not refunding the money. I have been given the run around for weeks and enough is enough.

Company response to consumer: Closed with explanation