Consumer complaint received 2017-08-14
Company: TD BANK US HOLDING COMPANY
State: VT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
TD bank is not following their deposit account agreement. Their policy states that any " item '' ( including checks, debit point of sale, and other debit or electronic transactions ) are processed at the end of each business day and in chronological order based on the date and time that the transaction is initiated, and if for some reason TD Bank needs to change the order I will be notified beforehand. On Thursday XXXX XXXX I paid over the phone to XXXX an {$86.00} charge. I continued to balance my checkbook based on TD Banks policy for determining my account balance. On Sunday XXXX XXXX I logged into my mobile banking app and noticed that a check had come in and been taken out of the account and I was overdrawn. My account balance on the XXXX was $ XXXX. No other transactions were pending and my XXXX payment had already gone through. I transferred {$78.00} from my savings account into my checking account. On Tuesday XXXX XXXX I checked my bank account on the mobile banking app and saw that my account was overdrawn again. I had made a debit charge for {$22.00} and TD bank had also charged me a {$35.00} overdraft fee for the check. I called TD Bank customer service and talked to a supervisor named XXXX who refunded me the {$35.00} overdraft fee. she told me my account balance was {$26.00}. and something cents. After I got off the phone I used my debit card at the grocery store and charged {$16.00} to my account. At the end of the day Tuesday I had around {$10.00} in my account. On Thursday XXXX XXXX my account balance was $ XXXX sense because I had been charged 2 more late fees. I went through the math on my account and called up customer service because I was confused. I was told when I called that there was no bank error and I was n't allowed anymore overdraft reversals. The second fee was for the {$22.00} transaction and the third fee was for being overdrawn by the second overdraft fee. I was told they were following their policies even when I brought up the fact that they had changed the orders of my transactions, which was the only reason I had overdrafted to begin with. I called back on Friday XXXX XXXX and went over the math of my account with XXXX. We both agreed that there was at least one overdraft fee that did n't seem to have a reason behind it. She put me on hold so she could go talk to a supervisor. A supervisor named XXXX came on the phone with me and explained to me how to balance my checkbook. I kept telling her that I knew how to balance the checkbook and asked to go over the math with her as well. She still was n't able to help me and I was put on the phone with someone named XXXX, who was supposedly the highest up person i could talk to. I kept asking why my XXXX payment was processed on the XXXX and why it was n't processed in the right order and he was n't able to explain it in a way that made the math make sense. I finally asked him to explain all of the transactions that he saw on his screen and it went like this : at the end of the day on the XXX my balance was {$120.00}. A {$10.00} check posted on the third, balance XXXX. Then my XXXX payment was pending, which put my available balance on the XXXX at {$25.00}. On the XXXX I used my debit card for {$25.00} and my balance was {$.00}. A check for {$30.00} posted and by the end of the day on the XXXX I was overdrawn $ XXXX. XXXX then proceeded to tell me that sometime between friday on XXXX and saturday at XXXX the {$86.00} was put back into my account resulting in a positive {$57.00} balance. On the XXXX the {$86.00} was taken back out of my account which overdrew me again, and that 's where the third overdraft fee came from. XXXX said that XXXX did n't collect on the payment until the XXXX. I got off the phone and called XXXX up. They confirmed that they received and processed my payment on the XXXX, not the XXXX, and sent me an email confirmation.

Company response to consumer: Closed with monetary relief