Consumer complaint received 2017-04-08
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: TD BANK US HOLDING COMPANY (NJ)

On XX/XX/2017 at XXXX ET I logged onto my TD Online banking. There I received a marketing banner notification that TD 's online Transfer system had new functionality. I clicked out of the pop-up screen because I did not want to learn more or use it. I then looked at my account balances ( XXXX checking, XXXX savings and a credit card ) and noticed that the weekly transfer I have had scheduled in this system between accounts had not taken place between checking accounts. I then looked at the scheduled transfers and saw that my weekly transfer from my primary checking account to my secondary checking account no longer existed. I called TD 's customer service line at XXXX ET and was connected to CSR XXXX. I explained the situation, which she did not seem to understand the first time. I then explained it again. I also told her that I have screen shots of my system showing that I have had weekly recurring transfers between the checking accounts setup for years. I also asked for a supervisor. After going to her supervisor, she came back and told me that she could create the online transfers on their side, but they do n't show anything on their internal system that states that I EVER had weekly recurring transfers. I reinforced that I have screenshots and informed her that if I did not get a resolution, I would be going to the CFPB. I again asked for a manager. XXXX put me on a brief hold and came back with her manager, XXXX. XXXX listened again ( per TD policy, she would have reviewed the call briefly before getting on the line with me ) to my complaint ( that my automatic transfer transactions were suddenly missing, as had been happening for the past 3 months with my transfers to my credit card from this same checking account ) and then stated that they [ in the contact center ] do not have access to the same system I do therefore can only go by what their internal system tells them, which is that I have never had recurring transfers setup between checking accounts. She then offered again to setup the recurring transfer on her side, but at that point I noticed that the previously " fixed '' transfers from my checking to credit card account stated " cancelled '' in the transaction history for the one that took place on XX/XX/2017. When I looked into the account balances on XX/XX/2017, I could see the debt of the transfer amount funds from my checking account and the credit of those funds to my credit card, leading me to further believe that when they updated the new feature in their Core and online systems, as XXXX informed me they had, that it broke some intrinsic functionality in the Online Transfer product. XXXX insisted that she could only " go off of '' what she could see in her system and that she could n't see what I was talking about. She then offered to bump it up to another team that might be able to see if there was a problem, but did not offer for me to speak with them directly, either today, or at a scheduled time during the work week. She also did not provide me with a way to show her the exact screen settings I was seeing. The only course of action she insisted she had was to do the very thing I could do for myself, which was to setup the transactions again.