Consumer complaint received 2018-10-03
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TD BANK US HOLDING COMPANY

Complaint:
On XX/XX/XXXX, I used my TD Bank issued Visa Debit Card ending in XXXX to purchase a flight with XXXX XXXX in the amount of {$150.00} ( See file named Attachment 1 - Purchase Receipt ). At some point between XXXX and XXXX of XXXX, the checking account linked to that debit card was closed and subsequently replaced with another checking account. Later, at some point in XXXX of XXXX, that replacement checking account and an accompanying savings account were closed by me, terminating my banking relationship with TD Bank. 

In XXXX of XXXX, I requested that XXXX XXXX refund my ticket pursuant to the terms and conditions of the ticket that I had purchased. XXXX proceeded to honor my request but stated that the refund had to be issued to the card that was used for purchase. I advised them that the account had been closed and that I no longer maintained a banking relationship with that institution, requesting alternate refund methods. XXXX advised me that, they had to refund the original payment method, and that if the bank rejected the funds XXXX would then issue me a refund check for the {$150.00}. The refund request was finalized on XX/XX/XXXX with the refund scheduled to go into the closed Debit card. ( See file named Attachment 2 - Proof of Refund Submitted ). I was instructed to contact XXXX after 10 days ' time to verify if the refund had rejected or not. After 10 days had passed the refund had still not rejected back to XXXX ( See Attachment 3 - 10 Day Not Rejected ). At that point I was advised to wait 30 days for the refund to make its way through various parts of the Visa Payment Network and the banking system for resolution. 

On XX/XX/XXXX, I contacted both TD Bank and XXXX, with TD bank saying that they had not received any refund to that debit card or any other account that could be linked back to my banking relationship with them. XXXX, for their part, confirmed that the refund had not rejected back to them, and provided me with an Acquirer Reference Number ( or ARN ) and informed me that anyone on the Visa Payment Network could search that number ( XXXX ) and see the payment coming from their end and going to TD Bank ( See Attachment 4 - 30 Day Refund Not Rejected ARN ).

At this point, I proceed to visit 3 different TD Banking Centers since I was not getting anywhere with phone representatives. The centers visited were : ( 1 ) XXXX XXXX XXXX XXXX ( XXXX ), XXXX, NY XXXX XXXX ( 2 ) XXXX XXXX XXXX XXXX XXXX, NY, XXXX XXXX and ( 3 ) XXXX XXXX XXXX XXXX XXXX, NY, XXXX XXXX. At all three centers, bankers attempted to assist me and reached out to various back office teams, but nobody seemed to know what to do with the ARN number provided to me by XXXX, or who would be able to track down that information. 

After multiple attempts at the branches proved pointless, I directed my efforts back to their general customer service lines. I spoke with numerous reps who promised research requests were submitted and I never heard back on the results of those requests. The last representative that I spoke with transferred me to a Supervisor who was very nasty and condescending to me and acted as if I was begging the bank for money, and not just claiming what was rightfully mine. This supervisor, unbeknownst to me at the time, proceeded to put a lock on my profile in TD Bank 's system, so that any time that I called in after this day, I would just be told by the front line reps that " I had failed to validate my account on multiple attempts over the phone and no information could be provided to me without visiting a branch ''. As of XX/XX/XXXX, I was placed on long term assignment for work overseas and can not just happily take a walk into a TD Bank branch location to clear up a " security alert '' that was placed on my file simply because this supervisor did not want to continue to help me. 

On XX/XX/XXXX, I communicated once again with XXXX, to see if anything had shown up back on their end, over 2 months since they issued the refund, and was told once again that TD Bank has my funds ( See Attachment 5 - XXXX Credit Still Not Rejected ).

Company response to consumer: Closed with monetary relief