Consumer complaint received 2020-12-01
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TD BANK US HOLDING COMPANY

Complaint:
I'd like to file a complaint against both TD bank regarding my case below : I opened TD bank account on XX/XX/XXXX on TD bank website because I got a mail invitation to open account from TD Bank. After the account successfully opened on TD Bank website, TD Bank website requested me to fund the account. So I did a fund transfer from XXXX XX/XX/XXXX to TD bank by filling my bank account information on TD bank website. After a few days, on XX/XX/XXXX, I got an email from TD Bank saying the fund transfer is unsuccessful and requested me to call them. I checked my XXXXXX/XX/XXXX account, the fund went out on XX/XX/XXXX and it never came back to my XXXX checking account. I called TD Bank customer service at XXXX and I was told I have to go to TD branch to fix the issue. I went to TD Branch in NJ on XX/XX/XXXX and I was told that the account was closed by TD Bank right after its opened by its system. ( Complaint 1 with TD : TD bank closed customers account without notifying customer and even though the account was closed, it asked customer to fund the account. TD bank website is obviously misleading customer and not clearly define the account opening process. Customer was told that account was open successfully online while was told a different process in their Branch ). 
Because the account was closed, the fund transfer was rejected. I was suggested to contact XXXX XX/XX/XXXX to fix the issue. ( Complaint 2 with TD bank, The transaction was made from TD bank website, TD bank should be responsible for the grace and fully completed transaction. In case of problem, TD bank doesnt show their willing to help customer but push customer to the other side and let customer to fix the issue. ) I made a call to XXXXXX/XX/XXXX hotline, the operator redirected me to their claim department on XX/XX/XXXX. XXXX claim department told me that the money was transferred to TD bank and TD bank should have my money. I went back to TD bank branch and asked the XXXX claim department staff on the call to talk to TD bank branch manager. TD bank branch manager clarified that the transaction was rejected and suggested XXXX claim department staff to file a claim. XXXX claim department staff agreed to file claim and move on with the fund trace from XXXXXX/XX/XXXX and suggested me to give a call back in1-2 days. On XX/XX/XXXX, I made a following up call with XXXXXX/XX/XXXX claim department and I was told that the claim was closed by XXXX as they couldnt find any rejection code or error in their system. In the meantime, I called TD bank branch manager again and ask him to talk to XXXX claim department. This time XXXXXX/XX/XXXX said they will open the claim and reached out to XXXX ACH department /back office to check. XXXXXX/XX/XXXX asked me to make another follow up call in 1 or 2 days. TD bank branch manager also suggested me to reach out to TD bank hotline if we want to reach out to TD bank ACH department/back office.- XXXX. I called this number and I was told TD bank hotline can not do anything because they dont have any of my account information. ( Complaint to TD Bank, yet another misleading information given to customer ) On XX/XX/XXXX, TD bank branch manager shared me with the tracer information. I made following up call with XXXX XX/XX/XXXX. I was told by XXXX XX/XX/XXXX that the claim investigation is still in progress and asked me to call back one day later. I shared tracer information with XXXX XX/XX/XXXX in the call. On XX/XX/XXXX, I made following up call with XXXXXX/XX/XXXX and I was told there was nothing found by XXXXXX/XX/XXXX. It was a successful transaction. The XXXX  XX/XX/XXXXhotline staff asked me to FAX the email from TD bank which stating the fund transfer was unsuccessful. He promised me that once the email was Fax to XXXX XX/XX/XXXX back office, XXXX XX/XX/XXXX back office will start looking into the issue and made an conclusion in 3-7 days. I did all the required actions. On XX/XX/XXXX, I made following up call with XXXXXX/XX/XXXX again, I was told the claim was closed, XXXX XX/XX/XXXX will not do anything for further research, they asked me to reach out to TD bank! On XX/XX/XXXX, I got a call from TD bank manager saying that the money is with middle man. Middle man has the money and made request to XXXX around XX/XX/XXXX. I called XXXX XX/XX/XXXX immediately and bridge XXXX XX/XX/XXXX with TD bank branch manager in the same call. The same information was shared to XXXXXX/XX/XXXXby TD bank branch manager. XXXX XX/XX/XXXX said they will put a note to their back office. The back bound transaction normally takes 30-45 for the money to come back to my account. Until XX/XX/XXXX, I didnt have any update on the issue. On XX/XX/XXXX I filed a complaint against XXXXXX/XX/XXXXtrying to resolve the problem. On XX/XX/XXXX I got response from XXXX XX/XX/XXXX regarding the same case. The response from XXXX is attached. 
TD bank should take this case seriously, take actions, talk to XXXXXX/XX/XXXX and get back to me with a solution.

Company response to consumer: Closed with explanation