Consumer complaint received 2025-11-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
Good afternoon. On XX/XX/year>, at roughly XXXX XXXX, I attempted to deposit {$27000.00} USD in cash into my existing TD Bank checking account at the TD Bank branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX . This sum was primarily made up of cash saved up over the years through my and my sons tax refunds. The purpose of the savings was to pay for the down payment on a house weve already signed the contract for.

To a bank teller named XXXX XXXX, I presented : * My government-issued photo ID.

* My TD Bank debit card.

* My and my sons TD Bank statements showing deposits made by the IRS Treasury and XXXX in the form of tax refunds.

* Supporting documentation in the form of multiple printed documents listing our finances, taxes, and refunds going back several years, including multiple 1040 forms ( including EIC and CTC forms ), and IT-201 forms ( including IT-213 and IT-215 forms ), all of which show legitimate IRS and XXXX tax refunds. * My full verbal consent and cooperation to the filling out of the required
CTR,

and any further verification or security measures that may have been necessary. Despite having all required identification and clear proof of the legitimate source of funds, the teller, XXXX XXXX, and the teller manager, XXXX XXXX, refused to accept the deposit. They at first gave no reason as to why they had refused the deposit, simply maintaining they had the right to do so. When presented with the documents listed above, both the manager and teller would not even read them to verify my information, instead claiming my forms and bank statements were not enough proof for the source of funds. XXXX XXXX, upon rudely dismissing us, walked away. 

It was at this point that we asked XXXX XXXX for a note containing his full name and the full name of his manager. With this request, he complied, but when I asked for a reason for the refusal of my deposit to also be written down, XXXX XXXX, growing increasingly irate, quite literally turned around, put the note containing the two names into his suit pocket, and entered the employee only back room, which requires an access code to enter. We were made to wait, without any explanation or reason, and without our necessary note, standing at the front desk for almost 15-20 minutes.

Finally, we approached a different employee named XXXX, who, upon hearing of our situation, kindly wrote the note for us, giving it to us without issue. Of the three employees we interacted with that day, XXXX was the only one who did not treat us with overt hostility or as though we were actual criminals. We thanked XXXX for his understanding and wished him well, and departed from the bank. 

Immediately after leaving, we went to another TD Bank branch at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX on the same day. That branch reviewed the exact same cash, exact same identification, and exact same IRS tax documentation, and accepted the full {$27000.00} deposit with no issues whatsoever.

The first branch 's refusal and outright threatening behavior wasted my time and energy, caused unnecessary stress and humiliation, and may have potentially violated federal banking regulations. The second branch 's immediate acceptance proves the first branch had no legitimate basis for refusal.

I am attaching these following files : 1. A picture of the written denial note from the first branch from XXXX. 
2. Pictures of the IRSXXXX tax documentation I presented. NOTE, due to the length of these tax forms, as well as the sensitive information they contain, I did not include them in their entirety, and I censored some of the lines within them. Only pages that have information pertaining directly to our tax refunds have been included.

3. Bank statements showing prior legitimate IRS Treasury deposits, and withdrawals related to said.

4. A picture of the deposit receipt from the second branch confirming the cash was accepted the same day.

Company response to consumer: Closed with explanation