Consumer complaint received 2025-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
Please refer to my previous case ( number XXXX ) and see my response as follows : To Whom It May Concern, I am writing in response to TD Banks reply to my original complaint regarding the unauthorized XXXX XXXX  international ATM fees assessed to my TD Relationship Checking Account beginning in XX/XX/year>. 

TD Bank now acknowledges that the fee was not imposed by XXXX, as their representatives initially and incorrectly stated, but by TD Bank itself. This admission only reinforces my concern regarding inadequate disclosure and deceptive practices. 

While TD Bank claims they provided notice of the change on my XX/XX/year> statement, I would like to emphasize the following : 1. Failure to Provide Clear and Conspicuous Notice : The notification, if it was indeed included in the XXXX statement, was not prominently disclosed as a material change to my account terms. Under Regulation E ( 12 C.F.R. 1005.8 ( a ) ), financial institutions must provide clear and readily understandable written notice at least XXXX  days prior to the effective date of any change in terms that would result in increased fees. Burying such a significant change in a routine statement without meaningful emphasis or a separate notice fails to meet this standard. 
( Furthermore no notification is/was given online when accessing the account online, which is the primary way the account is accessed - as I have temporarily moved overseas. ) 2. Breach of Contractual Agreement : The TD Relationship Checking Account was marketed and maintained under the understanding that ATM fees would be waived, a feature that directly influenced my choice of this account. Retroactively modifying that key benefit, especially without a properly communicated notice, constitutes a breach of the original agreement. 
3. Deceptive and Inconsistent Communication : I was explicitly told by TD Banks representatives ( XXXX and XXXX ) that this was a Visa fee outside of TD Banks control. TD Banks admission that this information was false further highlights systemic issues in their communication and potentially misleading practices violations of the Consumer Financial Protection Act ( 12 U.S.C. 5531 et seq. ) relating to unfair, deceptive, or abusive acts or practices ( UDAAP ). 
4. No Meaningful Remedy Offered : Despite the acknowledged misinformation and abrupt change in fee structure, TD Bank has declined to refund any of the fees charged or offer any reasonable resolution. Directing me to switch to credit products that waive these fees is not an acceptable substitute for honoring the agreed-upon terms of my existing deposit account. 

Requested Action from the CFPB Given the seriousness of these issues, I respectfully request that the CFPB : Investigate whether TD Banks disclosures complied with Regulation E and UDAAP standards ; Determine whether adequate, conspicuous notice was provided to customers in a timely and proper manner ; Review TD Banks account modification and fee change procedures to ensure consumers are not misled or unfairly charged ; Recommend appropriate remediation, including a refund of the improperly charged fees and enforcement action if warranted. 

Thank you for your continued attention to this matter. I trust the CFPB will act to ensure that financial institutions are held accountable when they fail to treat consumers fairly or follow the law. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation