Consumer complaint received 12/14/2017 about Checking or savings account (Other banking product or service) with TD BANK US HOLDING COMPANY (NY).
Issue: Managing an account
Sub-issue: Banking errors

Complaint: I got a call from XXXX XXXX at TD Bank at XXXX XXXX XXXX XXXX in XXXX, NY. She is the store manager. The voice mail was left on XXXX XXXX XXXX. I called her back and was told that they found some extra keys for my safe deposit box. I thought that was strange, but since i was in the middle of work and renovations to my office, I just thought I would go in when I had a chance. Then she called again a few days later to make an appointment to meet her at the branch at XXXX on Thursday the XXXX. When I got there, she ran over to me and shook my hand and was very cordial, which was a bit worrisome since we have never met. 

My husband and I sat down and she proceeded to tell us that they accidentally drilled my safe deposit box. But because of the error, they said they would give me a larger box for free for a year. Thinking she must be mistaken, I asked her if we can take my keys and just go in so I can see for myself ... she said no because the locks were changed. 

Then thinking I have no options, I asked if I could transfer the contents that were in my old box into the new box. She told me no because your box was empty! When in fact, I had ALL our legal papers in there and that it was full. The she proceeded to say that there were 4 people in the SD area when it was drilled and they all signed off that there was nothing in the box.The notary was XXXX XXXX XXXX. XXXX gave me the paperwork for XXXX XXXX XXXX to XXXX XXXX who had just passed away. My box was XXXX XXXX XXXX. Paperwork said, " No Contents ''. Going home, I thought to myself that this paperwork does not prove that my box was drilled and that it had no contents ... .totally confused, I went back the next day and again requested my keys back ( since she asked me to surrender them ) to see for myself. XXXX told me that the keys were destroyed.When I did tell her about everything that was in there she said, " Well, I guess we will have to take your word for it, ( like I was making it all up! ) She did say that the bank would pay all my fees for the title searches for two deeds as well as the stock certificates for my CoOp. Also had my divorce papers, name change papers, marriage certificate for my current marriage, birth certificates, life insurance policies, appraisals and two pieces of good jewelry, etc .... 

Then I asked her about all the time I will have to spend to get all this back ... .Needless to say, I was very stressed out. I started the procedures to get all my paperwork re-instated. 

About a week later, XXXX called and left a voice mail to call her back because she had good news. I thought that they must have found my contents. When I called back, she said that they did not drill my box after all and that my old keys were locked in her desk. Since she told me previously that my old keys were destroyed, .... I felt that she purposely lied to me. I was out of town so I went to the branch after calling before hand and since XXXX was in conference, I worked with her assistant, XXXX. XXXX said that when they opened my box, that there was in fact, a lot of legal paperwork after all. UGH! They actually opened my box without me being there and with out my permission! 

Needless to say, I took everything out of the box at TD and but in a box at XXXX. 

My name is XXXX XXXX XXXX XXXX and XXXX XXXX

Company response to consumer: Closed with explanation