Consumer complaint received 2024-11-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TD BANK US HOLDING COMPANY
State: OK

Complaint narrative:
I am an XXXX XXXX XXXX XXXX XXXX XXXX iXXXX XXXX who lost access to my checking account with TD Bank and have been unsuccessful in regaining access. 
I contacted TD Bank the first time, regarding this issue, on or about XX/XX/XXXX at which time I attempted to verify my identity over the phone. At this time, the customer service rep indicated they would send me a text to verify identity ; however, I no longer have access to that phone number. The conversation was escalated to a manager who stated that unless I came into a branch office in person there wouldn't be anything they could do for me. After explaining that due to my military status and the fact there are no TD Bank branches in XXXX the response was for the supervisor to apologize and say there was nothing further they could do at that time. Then the recommendation was for me to call the original branch where i opened the account but when I tried calling the branch there was no call pick up and so I tried to call back 5 days later. Upon them picking up the call 5 days later they instructed me to come into a branch and if i couldn't do that to call their 24/7 help line. Upon calling the help line they gave me the same info and that the branch is the one who should be helping me. I called between the help line and the branch number a total of 4 times before giving up and contacting my unit XXXX XXXX. On or about XXXX XXXX I called the branch phone number and was able to verify my identity via the security questions ; however, i was only able to verify XXXX out of XXXX responses because the final question asked about my last transaction which i don't have access to. On XXXX XXXX, my XXXX XXXX and I called the help line and was transferred to a supervisor named XXXX who provided a fax number for me to fax my account number, frist/last name and what account information needed to be changed. I sent the fax on that date and followed up on XXXX XXXX on the help line to confirm receipt of the fax. At that time, I was advised the supervisor should not have shared that fax number by this supervisor, XXXX, and was told that I could not get access to my account without physically coming into a branch. After this date I decided that I would not get anywhere with this financial institution and had to open an account at another military friendly bank so that I could change my direct deposit to gain access to funds necessary to prevent late fees on my financial obligations. 
I also had to get a loan to help pay financial obligations due to not having access to this account. 
On XXXX XXXX I went to the base XXXX XXXX XXXX XXXX XXXX to get help with the situation. My financial counselor, XXXX, called the help line and attempted an explanation of the situation to the customer service rep who was very rude and said that they would not discuss my account because XXXX is not an account holder ; however, i was right here with her. The rep then transferred the call to a supervisor who promptly hung up on us. To give them one final opportunity, we called the XXXX, XXXX branch where someone finally picked up but we were told everyone was assisting other customers and they might be able to call back in XXXX minutes ; however, by that time their branch would be closed. 
On XXXX XXXX I attempted to transfer funds and was again locked out of my account. I made multiple calls for assistance and was repeatedly advised that I could not get access to my account without physically going into a TD Bank branch office. At one point I was provided a list of security questions which I feel I answered correctly ; however, the representative told me that the system was saying something was answered incorrectly but couldn't tell me what specifically was wrong. It feels like its all a big game at this point and I have over {$10000.00} in this account that I would like to have returned to me. 
At this time I am out of options since there is no TD Bank branch in Oklahoma and I am not able to travel to XXXX or anywhere on the XXXX XXXX to physically go into a branch office.

Company response to consumer: Closed with non-monetary relief