Consumer complaint received 2018-04-25 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: TD BANK US HOLDING COMPANY
State: MD

Complaint narrative:
XX/XX/XXXX around XXXX ET. I walked into a TD Bank branch, located at XXXX XXXX XXXX, XXXX, MD XXXX, to make a cash deposit to cover some negative balances on my accounts [ including the charged-off ones ] as instructed by TD Bank customer service. A teller, XXXX, greeted me and my husband and offered to help look into the issue since it's not easy to locate the charged-off account in order to divide the money and deposit the correct amount into the right accounts. XXXX then asked XXXX XXXX, a store assistant manager NMLS ID # XXXX to help me print the new debit cards. XXXX, who didn't greet us nor smile, reviewed the accounts and saw the negative balances and started asking about the reason why they went negative and how did I manage to open that many accounts. I showed him the installment agreements with the collection agencies [ XXXX and XXXX XXXX ] and walked him through each account. After satisfied with the document, he, then, printed out two debit cards which he dropped one form his hand and landed at his feet. He didn't make any attempt to pick it up so I decided to pick it up because we were in the hurry. At this point, we're not sure if he doesn't like XXXX people or just doesn't like any people but we can conclude that he has very poor interpersonal skills. I also asked for the international wire transfer instruction so my family can send me some money. 

XX/XX/XXXX around XXXX ET. We went back to the same location to make a wire transfer out to my husband brokerage account and was hoping to find XXXX there since he already knows all the situation about the accounts. XXXX, XXXX, and another female Teller greeted and welcomed us into the branch and offered to assist with the cash deposit. I told XXXX that I need to make a wire transfer out and showed him the form from XXXX with all the information TD needs in order to complete the task. XXXX turned to the female Teller and asked her if Tellers are equipped for this task. The lady told him that a Banker will have to do it for me. XXXX said he'll grab XXXX for us as soon as he can get his attention. We waited for XXXX for a few minutes and was waiting for him to say Hello and ask us to sit in his office but nope, we were wrong. My husband even said hi and was ignored by him. XXXX told him that we were waiting for him. XXXX walked to us and asked what can he do for us. I told him that I would like to make a wire transfer out to my husband brokerage account. He, then, referred us to XXXX and walked away without saying anything else. XXXX invited us to sit at her desk and filled out the form then asked me to review to check if there is any mistake before she gets XXXX to approve the transaction. XXXX disappeared into his office for a while and came back to me a few times to ask some funny questions that XXXX made her ask me, for example, " how did you make the deposit? ", " Was it a cash deposit? ". I noticed that something does not make sense is going on, so I grabbed the document and search for the pictures of deposit slips that my sister sent me, and walked to his desk so XXXX does not have to walk back and forth between his office and her desk. He asked me where my sister lives and where did the money come from, imagine a scene from The Office when a boss is leaning in his chair while questioning his employee [ s ], that's what it looks like. He also asked how did my sister manage to make a deposit from branches from other States if she lives in Virginia. I was not sure since I didn't ask my sister if she asked someone to make the deposit for her. He also said that he can not approve this because yesterday I told him my mother is the person that gon na make a wire transfer from XXXX. I explained that it would take longer for them to do it, they asked my sister to send me some money instead so I don't have to wait but I did not know how my sister handled the situation. I asked XXXX if he wants to talk to my sister or look at the cash deposit slips that she sent me. XXXX refused to do both and said he can not approve something like this. My husband, then, stepped into the room and ask if there's a problem. XXXX said the deposits look suspicious and did not match with what I told him yesterday. My husband said he understand that TD Bank would like to know the source of money and asked if TD Bank has any system in place to check each cash deposit into my wife account and if there was anything suspicious about them or if someone blackmailed the person and manipulated him/her into making these cash deposits, the branches that took the deposit or headquarter should've raised the red flag already. Now that the cash deposit is settled in the account, my wife should have all the rights to do with them as she wishes. XXXX, then, went on and on and on about his theory and refused to approve this wire transfer for me. We fed up and thought this is a waste of time and energy to prolong this pointless argument because no matter we said, it simply did not sit well. We even wonder if he could hear us at all.

Company response to consumer: Closed with explanation