Consumer complaint received 2023-07-28
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: TD BANK US HOLDING COMPANY (MA)

XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX MA XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2023 To the Consumer Financial Protection Bureau ( CFPB ), Subject : Unfortunate Experience with TD Bank - Mishandling of False Situation and Unauthorized Reversal of Check I am writing to share my deeply unfortunate experience with TD Bank , which has left me deeply disappointed and frustrated with the level of service provided by the bank. As a growing small business owner for almost three years operating a XXXX XXXX XXXX business, I believe it is essential to make others aware of the challenges I faced when dealing with TD Bank. 

My XXXX involves supplying restaurants, other wholesalers, and retail stores with high-quality fresh produce. I have maintained a positive and professional relationship with most of my customers for almost three years, ensuring timely deliveries and fair pricing. 

Recently, I encountered a distressing incident with one of my long-standing customers. After delivering an order to this customer, I received a check as payment, which was the standard method we have been using for transactions without any prior issues. Following standard practice, I deposited the check into my business checking account through an ATM. The check was cleared, and the funds were reflected in my account balance the next morning. 

However, the following day, the customer contacted me to cancel the check, citing dissatisfaction with our pricing. In a courteous manner, I addressed their concerns, explaining that our pricing is based on the costs incurred to provide top-quality products and services. I also emphasized their freedom to choose alternative suppliers if they were not satisfied with our offerings. At no point did I pressure or coerce the customer into working with our company ; it was their decision to collaborate with us. 

Despite my professional response, the customer decided to take matters into their own hands. They made false claims to their own bank, seeking to reverse the check they had issued to me. Unfortunately, TD Bank accepted their false claims without seeking any verification or clarification from my end, leading to the unjust reversal of the check. This resulted in a significant financial setback for my business. 

In an attempt to rectify the situation, I reported the matter to the XXXX Connecticut Police Department, where the customer 's restaurant is located. The owner of the check confessed to the police about his lying efforts and misleading information and promised to address the issue he had caused. However, he failed to take any action to correct the situation and even refused to cooperate. 

I also informed TD Bank about the customer 's deceptive actions and provided them with supporting evidence, clearly demonstrating the false claims and manipulation of information. Unfortunately, the bank remained unresponsive and provided no satisfactory information as to why they acted against my interests without informing me or verifying the facts. 

I write this letter to caution others about my unfortunate experience with TD Bank. As a XXXX XXXX, I believe it is crucial to work with a bank that values its customers and prioritizes fairness and transparency. In this instance, TD Bank 's handling of the situation demonstrated a lack of consideration for my rights as a customer and a lack of adherence to ethical banking practices. 

I hope that by sharing my experience, others can make informed decisions about their banking relationships and choose a bank that upholds high standards of customer service and integrity. 

Thank you for taking the time to read my account of the unfortunate events that transpired with TD Bank. 

Sincerely, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX.