Consumer complaint received 2017-01-10
Company: TD BANK US HOLDING COMPANY
State: OK
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
On XX/XX/XXXX I called TD Bank Account Services department because my account was past due. I spoke with a representative that advised my account was past due and that if I was able to bring the account current, he would wave my late fees for the last 2 months if I were to remit a payment of {$140.00}. I agreed to this and authorized a payment of {$140.00} through the saved checking account on file. 2 days later when checking my account at night, I saw that TD bank took out {$1000.00}. I called XX/XX/XXXX FURIOUS, cursing and yelling at every representative I spoke with demanding I speak with a manager in the Account Resolution department. I was hung up on several times and the representatives that did not hang up on me advised me that I could not speak with a manager that I had to wait on that following Monday for a manager to call me back, So I called back and requested to speak to the customer service department and was transferred to an agent, I immediately requested to speak with a manager. The manager advised me that she could not help me with getting a refund because the error occurred in a different department and the money would have to come out of there books. I called Monday morning demanding to speak with a manager and kept being advised the same thing over and over again ; I also continued to be hung up on as well. I called Tuesday XX/XX/XXXX and was told that my request to speak to a manager was not put in and that I would have to wait on a Account Services manager to call me back the next day. No entry level employee would assist me in getting my money back. Wednesday XX/XX/XXXX, I called back and asked to speak with a manager and was told that it would take 24-to 48 hours for someone to call me back I hung up and called back and requested to speak to customer service department. I was able to get a manager on the phone and the manager stated that she would not be able to refund the entire amount of {$1000.00} because she could not put my account back delinquent, we agreed to my refund of {$870.00}. She stated that she could not have the refund credited back to my account, and that the check would be sent regular mail and it would take 7 to 10 days, because of the holiday season. I called after XX/XX/XXXX inquiring about my refund and the representative stated tp o give it until Friday XX/XX/XXXX and if I did n't get my check to call back. Well I waited until Monday evening XX/XX/XXXX and I still have n't gotten my money back. So I called to speak with another manager. She advised me tonight that the check was mailed, there is n't anyway to confirm the check was mail, she is only going off what the notes say, she cant control the mail and if I have the check canceled it will take2 business days to have another check issued and another 7 to 10 days for me to get my refund regular mail. She stated that she does n't know what is going on in my personal life but she was sorry and that it was another department that caused the error. I have to keep reminding these managers and employees that they all work for the same company. I keep advising I need my money back and no one seems to care that it has almost been 30 calendar days since this accounting error happened. I feel ignored mistreated and taken advantage of. It does not matter if I call cursing or if I call being reasonable, at the end of the call I get told, there is n't anything else I can do for you and I 'm sorry you do n't have your money, I have to wait on my {$870.00}. I feel I should not have to wait this long and when I asked for the president of TD Bank or to speak with her manager she declined to give me the information and gave me the correspondence address to escalate further above her and that I would still have to wait to get my refund. These tactics are unethical and I still have to make my payment even though I still do n't have my money back.

Company response to consumer: Closed with monetary relief