Consumer complaint received 2016-12-20
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I have been using TD Bank for a few years. I have found that in recent months the quality of service has declined dramatically. 
1. I had a debit card purchase and deposit on the same day just a few hours apart and TD processed the DEBIT before the CREDIT of the deposit. This is something new that I have not experienced before. Typically in the past all credits to the account have been processed first and then the debit transactions have been processed. When I inquired about this with the TD call center I was berated by the associate. She stated that I should have known that debits would be taken before credits to the account no matter if they are processed in the same day or not. She then said that she would be putting notation on my account that I was informed of this policy and that I could not use this excuse when calling the customer care line in the future. Of course, no one wants to have a fee assessed to their account but from time to time it just works out that I do have overdrafts on this account and I willingly pay the fees and never dispute them because this is a cost I am willing to pay to have all items clear the account, and I may make deposits on the account once transactions clear. In this case I was shocked to be assessed this fee and simply wanted information. The associate did remove the fee but only after scolding me and stating " You should have known, and now you do ; next time you will need to pay the fee. '' 2. I was recently in a branch XXXX XXXX XXXX XXXX XXXX and the teller was extremely unhelpful. I needed a bank issued check for a large purchase. The teller did not inform me of the cost of the banking item and when I filled out the withdrawal slip to have the check drawn from my account she yelled at me that there was a fee and I needed to add that fee into the withdrawal amount. After redoing the paperwork for the process I asked to speak to a supervisor in order to get more information about my account and the transaction I was processing. I mentioned that I was not happy that I was treated with such disrespect and that fees were not clearly stated by employees. XXXX can not assume that the consumer is aware of this type of fee as its not something that a common consumer needs frequently ( I do all banking online and at ATMs. ) The supervisor stated that is just the way the structure of TD Bank is set up and that the teller was having a bad day and that I could have looked up all this information online. He said, " sorry, but you have to excuse her she 's going through a rough time, here is your check, did you want anything else. '' I was pretty taken aback even in New York XXXX where customer service is typically quite raw, this was just terrible. I went home and researched the banking product fees and was not too happy to find that the TD Bank employees could have suggested several different products costing less and achieving the same result as the Bank Check. Poor customer service, sad that they are not honest about consumer options.

Company response to consumer: Closed with explanation