Consumer complaint received 2026-03-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TD BANK US HOLDING COMPANY
State: NC

Complaint narrative:
On XX/XX/XXXX I submitted a request to TD Bank to change my address since I just moved and then to also issue me a new debit card- to that new address, since mine had been stolen. In order to submit this request, I had called customer service and they walked me through exactly what to put into the message. I provided my new address and the request for the new card in this message, please note the address provided was correct. On XX/XX/XXXX I received a message back from someone named XXXX in customer service who said they will issue me a new card to the address I gave and to allow for 5-7 business days for delivery. On XX/XX/XXXX, I reached out as I had not seen anything come in the mail or heard anything further from TD Bank about my request. On XX/XX/XXXX I received a response from someone named XXXX in customer service that stated my card was mailed out on XX/XX/XXXX and to allow for 5-7 more business days. By XX/XX/XXXX I reached out again to state that nothing was in the mail and that I would attempt to go in person to resolve the issue. I got a response on XX/XX/XXXX that they no longer issue cards in person and that they never got anything back from the mail so the card should still be coming. On XX/XX/XXXX I went into the branch as I had not seen the previous message. At the TD Bank location in XXXX, NC, I spoke with a gentleman who showed me on his screen that the card was not mailed out on XX/XX/XXXX and was mailed out on XX/XX/XXXX and to the incorrect address. The address it was mailed to was my new address but the apartment number was incorrect. I verified I gave them the correct information multiple times. The gentleman at the bank told me to message again and request a new card be expedited with the fee waived as this was on the bank and not me. I got a response on XX/XX/XXXX that they can expedite it but in their records they have XX/XX/XXXX and that they mailed it correctly so they would not waive the fee. I decided to call customer service again, they got the case escalated and said they would waive the fee for me. She also told me that a digital card should be issued when a new card is created- and that never was sent to me so I believe no card was ever issued. Today, XX/XX/XXXX I got another response that they can expedite the card, but will charge me a fee. I responded and said there should be a note on my account to waive the fee but I asked them to just send it. I have been without a debit card for almost a month and no way to access the money in my account or use it. I have accrued several late payment fees because the money is sitting in my account with no card to use to charge. They said with expedited shipping it takes 2-3 more business days but it seems it still has yet to have been mailed. From my understanding as well, there has not been a cancellation of the initial card that was sent so something should have gotten to me by now.

Company response to consumer: Closed with monetary relief