Consumer complaint received 2018-10-12
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
My problem started today XX/XX/18 at around XXXX in which a tried to make a purchase of {$2.00} at a cafe inside my employer offices. Upon presenting my Debit Card ending in # XXXX to the cashier, I received a DECLINED transaction from the cashier. Upon facing the embarrassment in front of all my senior management staff. I just left and headed to my meeting, skipping lunch. While waiting to my meeting i called using my personal Cell Phone to call TD Bank from withing the Bank 's own APP. I got to speaking with the agent within a minute since i used the APP to get in contact with Customer Service. Upon starting my conversation with the agent the agent asked me my name and address. I complied, I told the agent right away what seemed to be wrong with my account and why my card was declined. upon being put on a short hold. She comes back and starts to ask me additional questions, in which i responded what is this for? i looked at my phone and stated a have to go, I'll call back later, I have to take another call. The other call was from my coworkers at the meeting asking where was I.

I left my job at around XXXX and immediately call TD Bank again from my phone from within the APP. Again started speaking with an agent in which after a brief conversation and a guess verification came back and stated that my account was locked and that I needed to go to a Branch to resolve my matter and security protection. I got even more upset then I have already have been all day because of not been able to use my card all day. I asked to speak with a manager that could handle the situation. After a hold of about ten minutes a XXXX XXXX,   supposedly from the CUSTOMER ESCALATIONS DEPT. started to assist me, asked me for my name and address and asked me if a was on a speaker phone in which i stated i was and changed to to the actual phone instead. I provided the story AGAIN for THIRD TIME.after being put on hold for a while, in which I also stated the reasons why I could not go to a branch would be a solution to fix the problem now or possible in the future because my work hours were no allowing me to to a branch. ( I work six days a week from XXXX to XXXX with a half hour lunch and the nearest branch from my job is about 2 miles away in which i would not have the time. That info is for FYI purposes. ) By this time i have completely lost my patience as i have been pulled over on the said of the road and almost a hour into this conversation with no resolution. a simple problem became an argument with absolutely no resolution I asking XXXX XXXX if he was from the Customer Escalations in which he kept denying and I kept getting even more upset. I explained that I going to file and escalate this to this department and TD Bank 's Chaiman Services.

Now while being pulled over on the side of the road my Car eventually ran out of gas and now I have to call XXXX and wait for them respond to my call of assistance to bring gas because I had ran out and my car would not start.

While now waiting for XXXX, Not having access to my account all day, not being able to eat lunch or dinner, being on the a side street pulled over and ALSO out of gas thanks to TD BANK. I decided to give TD Bank another call to see if speaking with someone else would provide a better resolution.

I called spoke with another agent and went through the process again for a fourth time now. The agent then transferred my to speak with her manager XXXX  a Manager from the XXXX XXXX Call Center in New Jersey. She was the most helpful person I dealt with all throughout this process. Even though she was not able to correct my problem, she presented other options to help me, EVEN THOUGH NONE OF THEM CORRECTED MY SITUATION RIGHT AWAY. One option was to send a secure message from within the APP in which I did and as of me writing this complaint I still have not received any answer from the ONLINE SECURE MESSAGE DEPT.

I want to understand how is it possible that a member of management can not send an email or instant message to a department that are within the same building and work for the same company ....

I told the manager that i was going to file this complaint with you and TD Banks Charman Services.

I want a full explanation of the handling of my situation.

Also as an FYI .... XXXX  did not arrive to my location until XXXX and a got home at XXXXt ... .. Completely utterly disgusted with the bank on which supposedly stride themselves on " Legendary Customer Service '' Thank You.

XXXX XXXX XXXX   Disgusted TD Bank Customer

Company response to consumer: Closed with monetary relief