Consumer complaint received 2016-08-17
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX/XXXX/16 at approximately XXXX XXXX I tried to deposit {$300.00} in cash at the TD Bank drive up ATM in XXXX XXXX. 
The ATM malfunctioned & displayed a message " please wait ''. After some time grinding mechanical noises coming from the ATM & it returned {$150.00} of my deposit & kept {$240.00} within the machine along with my card. 
My wife was in the car at the time & we immediately used her card to get a mini-statement to ascertain if the {$240.00} had been deposited to the account. The statement read only {$0.00} dollars were deposited ( transaction # XXXX XXXX ). 
We called the ATM helpline printed on the machine XXXX. After 30mins on hold we hung up & decided to visit the branch when it opened at XXXX. 
At XXXX we spoke with the branch assistant manager who told us to continue to call the number again as " there was nothing they could do '' in the branch. 
After calling the TD Bank helpline XXXX & on hold for XXXX we eventually spoke to XXXX & explained the issue. TD Bank opened a REG E claim & we were told the investigation would take up to 10 business days. 
After 10 business days elapsed we called the TD Bank helpline & were told our claim was denied as the ATM showed that we had deposited {$0.00} & this money had been correctly credited to our account. I explained to the operator that the resolution was wrong & they needed to reopen the XXXX XXXX claim. I also explained that the ATM was not equipped to take coins. The operator explained that the case was closed & at this point I requested to speak to a supervisor. The operator put me on hold for XXXX mins then came back on the line stating that the supervisor required a new case be opened & further 10 day investigation take place. 
I explained to the operator that this was unacceptable & the case should be reopened immediately & addressed quickly as I was accruing interest charges due to TD Banks error. I asked to speak directly with the supervisor. The operator put me on hold & then immediately hung up the call. 
Being sick of TDs telephone customer service I revisited the XXXX XXXX XXXX to resolve the issue in person. On XXXX/XXXX/16 the assistant manager I spoke to understood the problem & that the TD Bank resolution was incorrect, & advised they would expedite reopening my case. I was told to expect a call back within 24hrs. 
On XXXX/XXXX/16 at XXXX after having no call back I called the branch. I was put through to the assistant manager who advised me that the ATM department was looking into the issue & I could expect a call back on Monday XXXX/XXXX/16 with the resolution. Monday & no call back. 
Tuesday came, no call back. I tried to call the bank & asked to speak to the manager, I was told they were with a customer & I should call back later. I requested that the manager call me as soon as they were finished with the customer & left my details. I never received a call. 
Wednesday came & the assistant manager called me. They explained that they had located the malfunction in the ATM & that it was around {$260.00} & I could expect the amount to be credited within the next few days & they would call again to confirm the case was closed. 
On XXXX/XXXX/16 after having no contact from the XXXX XXXX assistant manager I called the TD Helpline again. After being on hold for 20+ mins I was told that the case was reopened but would n't be responded to for 10 business days. I explained that the ATM malfunction had already been found & asked to be transferred to a supervisor to resolve the issue & expedite my claim. The operator put me on hold & then immediately hung up. 
On XXXX/XXXX/16 my balance shows TD Bank has corrected my account by {$130.00} not the {$240.00} their malfunctioning ATM seized. 
It is clear that nobody at TD Bank cares about this issue, or even remembers that I entrust them with my hard earned money. Neither do they care about the fact I am accruing finance charges.

Company response to consumer: Closed with monetary relief