Consumer complaint received 2016-03-04
Company: TD BANK US HOLDING COMPANY
State: VT
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
Can someone please investigate XXXX, Vermont? 

XXXX XXXX has charged a fee of over {$3000.00} (! ) to hand deliver documents a few blocks across town. 

They declined to act as Executor for my father 's Estate, though the representative, XXXX XXXX, had offered to settle it! 

My parents had a Trust with XXXX XXXX for many years ( more than 20 years ). XXXX XXXX was to act as Executor, as well as Trustee, for my parent 's trust fund. They ( very slowly ) settled my mother 's XXXX XXXX Trust Fund Estate. 

A year later when my Dad passed, XXXX XXXX contacted us to say that they were declining to handle the Estate. Their reason? They did n't think it would be lucrative for them. But they had n't let Dad know that while he was alive ( and after my mother passed ), to make appropriate changes. [ He was competent to make this sort of his decision, per his XXXX. ] After searching for some time, we found Trust Company of Vermont to take over as Executor and as Trustee. XXXX XXXX continued to charge fees, even thought they were only holding the money ( not managing it ) and had declined to do what my parents counted on them to do -- settle the Estate. 

Eventually I realized that TD Wealth had failed to provide XXXX the pour-over will documents, so my father 's Estate was headed to Probate Court unnecessarily. I provided my photocopy, and that was when XXXX charged more than XXXX XXXX dollars for delivering the original copy of the pour-over will my parents had filed with XXXX. 

XXXX XXXX delivered the document a few blocks. [ If this is NOT what they charged over {$3000.00} to deliver, I do not know what they did deliver. They certainly charged the fee, and initially XXXX XXXX, supervisor in the XXXX VT office told me " there was nothing that could be done to refund the money because the account was closed. '' ] I took my complaint higher in XXXX XXXX. It took months and several emails to obtain an answer, but I was able to have the fee of moire than {$3000.00} credited to my father 's account. 

While these fees have been returned, there has been no apology, and XXXX acts like I am unreasonable to make these requests that fees be returned when no service is being provided. They were simply holding onto funds that they had told my parents they would help settle, as part of their Estate. They did offer to only charge half fees, since they were doing nothing with the money. They have continued to charge fees through the time the Trust was closed. While some fees have been partially reimbursed, it has taken a great deal of effort to do this. 

The fees have been high, the service has been poor, questions have been shifted from person to person, and I do n't think the management communicated well with my parents. They were domineering and clingy with the money. To return the fees, they have given me a document requesting that I sign off my right to " make disparaging remarks '' about their " employees. '' I think someone should investigate this institution! Who else are they cheating? Do you have any suggestions for where I should take this issue? 

Thank you for your help.

Company response to consumer: Closed with non-monetary relief