Consumer complaint received 2016-11-28
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On Monday XX/XX/2016 after accompanying my husband to the Doctor in XXXX New Jersey ; I asked him to stop at the TD bank near our home in XXXX New Jersey so that I could make a deposit into my checking account. However, shortly after we left XXXX office located at XXXX, XXXX New Jersey, and made a left we saw a TD bank which is located at XXXX, XXXX New Jersey and we said why wait to go to the bank in XXXX by our house when a branch is conveniently situated en route. We arrived at the bank just around closing XXXX pm so I told my husband that I would deposit the funds via the ATM. The ATM is located in the front of bank where there is no parking, so my husband waited in the back parking lot with our pet dog XXXX while I went to deposit the funds. I deposited {$840.00} ( XXXX {$100.00} dollar bills and XXXX {$20.00} dollar bills ) I had planned on depositing {$850.00} but I changed my mind and instead deposited {$840.00} cash. I inserted my ATM card, entered my pin # selected deposit cash, waited for the cash deposit window to be lit with that green light. I then deposited the funds. It briefly returned the cash with a message stating that it was unable to read some of the bills. I re-entered the bills and it said it was processing my funds, then it ask if I wanted a receipt. I clicked yes and it printed out the receipt showing {$20.00} deposited. I waited by the machine for about XXXX minutes to see if my cash would be returned, but instead the welcome screen came on. I went around back and frantically told my husband what had occurred and he said he had just noticed the drive thru was still opened so lets go and inform them. We told them what had happened but in my upset state I said I had deposited {$850.00} instead of {$840.00}. In any case the teller at the drive thru ( and I did not get his name ) made a copy of the {$20.00} receipt and said someone would call me at XXXX am the following morning. The next day, around XXXX pm a woman called me from XXXX identifying herself as XXXX from the XXXX branch asking me to recount my experience from the prior evening. XXXX then informed me that a claim called a Reg form would need to be filed. I informed her that I was actually at the TD bank ( located at XXXX. XXXX NJ ) waiting to speak with a bank professional since no one had called me as promised from the XXXX branch where the incident had occurred. XXXX apologized for not getting to me sooner, then informed me that there was no need for me to return to the XXXX branch to file the claim, instead I should do so at the XXXX branch. I then met with a branch employee name XXXX, to whom I again recounted my experience. XXXX basically inferred that she did not believe me, she said if I had deposited a check she could understand but cash she found to be incredible. I informed her that a few months ago, at her branch location I in fact deposited a small check at the ATM ( I dont recall the exact amount ) but it was XXXX plus dollars and the ATM printed a receipt instead showing a deposit of {$5000.00}, I called the bank and informed them of the {$5000.00} error and that incident was cleared up in about 3 days. XXXX filed the Reg form and I am still waiting for a response. I am filing this dispute with CFPB because I know that TD bank employees do not believe that the ATM ate my cash. I am not asking for any provisional funds I just want my hard earned money that I deposited on XX/XX/2016 via ATM.

Company response to consumer: Closed with monetary relief