Consumer complaint received 2024-12-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: TD BANK US HOLDING COMPANY
State: PA

Complaint narrative:
I opened a new checking account online via TD Bank 's website the end of XX/XX/XXXX. The second day of XX/XX/XXXX I deposited a decent amount of cash into my account in store with a teller. I even had them print me out a debit card right there so I could access my funds. Roughly XXXX hours later my account was locked. The following day I went into the same branch I was just at a few days prior to find out why. 

XXXX of TD Bank 's employees not only had the audacity to tell me not to worry about not being able to access my money, but she then decided to tell me that my account was frozen due to an old account from XXXX. After asking her multiple times to call whomever she needed to call to figure out what was going on, she finally called. She had that call on speaker phone so I physically heard that person on the phone say my account was frozen due to suspected identity theft. That employee stated that an old account had been charged off for over {$500.00} and asked that person on the phone if she should collect the money from me : that person on the phone said NO and said that the account was frozen due to the identity theft issue.

TD Bank employee took a photocopy of my driver 's license and filled out whatever form needed to prove my identity. Afterwards, TD Bank employee decided to rudely announce to multiple employees the issue with my old account being charged off. TD Bank employee stated in front of myself and spouse that she will do her best to get the balance reduced or forgiven because " the account was never closed properly and it generated a lot of fees which is why the balance is so high. '' Later that day that TD Bank employee called me to tell me my account was no longer locked. After we got off the phone, that same employee called back to talk about transactions in my account and tried to convince me to open a savings account ... that's unsettling, there was no reason for that employee to continue digging around in my account.

I briefly spoke with TD Bank 's Branch Manager at that location once I saw over {$500.00} was debited from my account via TD Bank, and the conversation was anything but productive. Branch Manager could not provide me with any information other than offering to connect me to some department to discuss the previous account. After asking if he was going to return my m money and being told no, I ended the phone call. 

I've spent the last month and however many days going back and forth with TD Bank 's Branch Manager via The Better Business Bureau and we got no where. TD Bank 's Branch Manager at the location I'm having an issue with continued to harass me via XXXX  sending unwarranted communications at my home ; once again accessing my account for no reason other than to get my address. There was no reason to communicate with me outside of XXXX XXXX XXXX XXXX  complaint process. Unfortunately, TD Bank 's Branch Manager never provided the information I requested : the account statement for the charged off account that shows the transaction on XX/XX/XXXX that TD Bank 's Branch Manager said is responsible for the old account being overdrafted. I also requested to see the statements from XX/XX/XXXX and XX/XX/XXXX since I was told by TD Bank 's Employee that majority of the $ XXXX balance owed was due to fees from the account not being properly closed, and was never given that information.

Company response to consumer: Closed with explanation