Consumer complaint received 2022-10-25
Company: TD BANK US HOLDING COMPANY
State: RI
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I had a check that was endorsed by the payee and signed over and endorsed by me. I had opened a personal and business account with td bank and deposited the check. The following day when it was supposed to be available it still said one day hold. The second day I go to login and I can't. The bank froze the account and I spent days trying to get an answer from the bank. Finally after emailing them, contacting their support team on XXXX and XXXX XXXX  and being told that they either couldn't help with accounts or that I needed to change my password and recertification my phone. Then I got a letter on XX/XX/XXXX dated from XX/XX/XXXX that the funds were being held for 6 days. The letter i have from TD dated XX/XX/XXXX says it will be available no later than 6 days after the deposit, and states the deposit date is XX/XX/2022. And it says " the deposit is on hold, and my funds will be available no later than 6 business days after the deposit unless notified of a returned check. Then on XX/XX/XXXX almost a month later with no access to my account or communication from the bank at all, got a notice that the account had the funds withdrawn after the deposited check cleared a month before without notifying me or releasing the funds. And both my personal account and business account had been closed for suspicious activity, without being notified previously of the closure, or change in their policy that i was to be getting electronic contact not mail, and no notice that the 6 day hold was being extended indefinitely. Now I've been dealing with this for 2 months now, the account is closed no access to the funds still, and a letter from the bank saying it's closed the account to protect me, nothing about the funds and the letter although it was with the TD bank letterhead, was saying that it was the OCC. Which I was told by the OCC they wouldn't send my notice to the bank without sending one to me. The OCC also failed to notify me of anything going on while I had a complaint sent to them. The complaint still hasn't been updated, and after talking to someone from TD bank 's presidents office and their phone support team I was advised by both of them to go down to the bank and get the check for the funds in the account. They even called the bank to have them get the check ready for me and told them I was arriving. Now if this was an investigation there would have been a stop payment, or payee claim, there isnt. Not only that the bank notified me they were holding the funds indefinitely stating the check was not signed over to me, but they have the pictures of the check on the statement showing it's endorsed and signed over then endorsed by me. They also stated they closed the account for fraudulent transaction without evidence of the claim, and they violated the 6 day hold policy, availability of funds laws, bank secrecy act if they had reported this like they're required to, they also have no court order to close my account which i was told in XXXX  they would need that, and the check being from the treasury was required next day availability, and the treasury paid the check, they cleared it and it was posted on the account on the XX/XX/XXXX at the end of the day. They gave me false information regarding the process, the legal status of the case, the notice from OCC that isn't from the OCC itself, and the bank assistant manager decided to overrule the two people who had told her to have the check ready and instead instructed the fraud department to hold the funds indefinitely, none of this was done in the office like privacy laws require it was done in the lobby while she had fraud department on speaker phone. And my business account I opened was closed and had nothing to do with the transaction there's no record of the account on their end but I have record of it. And when I notified the bank and the customer service department when I called back, they were notified by me even though they already have the information, that they were violating every single regulation both by XXXX  standards which are required and federal standards. My complaint was closed before they even got off the phone with me. They're willingly and deliberately violating all of the regulations and disobeying orders from the corporate office, enforcing a false fraudulent claim, without evidence and without a complaint from the treasury or the original payee. And they haven't contacted the payee, or attempted to get any information about this, not to mention 4 other accounts that I have had been suspended and required reverification because they didn't file the fraud report but filed the notice of account closure to XXXX. Im contacting my attorney and attorney general because so far with my dealings with the CFPB nothing gets resolved and nothing gets investigated properly, so I have no faith in them to get anything accomplished now.

Company response to consumer: Closed with explanation