Consumer complaint received 2024-09-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: TD BANK US HOLDING COMPANY
State: DE

Complaint narrative:
On XX/XX/XXXX, I applied for a new checking account with TD Bank online. I was unable to open the account online via TD 's website. I noticed they had a promotional offer for new customers where if you make qualifying direct deposits of {$500.00} or more within 60 days, TD would give me {$200.00}. The offer is attached. As I was unable to open the account online, I went to the local TD branch to open the account in person. When I went to the local TD branch, the customer service rep, XXXX XXXX, was happy to help me open an account. I showed him a printed bonus offer page from TD 's website and he said " for this promotion, an account has to be opened online ''. I told him that I had tried opening my account online, and I asked if he could make an exception to allow me to be eligible for the bonus offer. XXXX said he'd ask his manager about making an exception. I was given the ok to open the account with the bonus promotion of {$200.00} if I met the qualifications. The qualifications for the promotion were " 1. Open a TD Convenience Checking account '', ( my convenience checking account was opened on Saturday XX/XX/XXXX ). 
" 2. Make {$500.00} in qualifying direct deposits within 60 days of opening account '', ( I made a direct deposit into the new TD account in the amount of {$500.00} from my employer on XX/XX/XXXX, 6 days after I had opened my account. ) " 3. Earn {$200.00}. Bonus will be paid on or before 180 days after account opening '' ( 180 days after account opening would've been roughly early XX/XX/XXXX ) Then XXXX asked me if I had ever opened an account with TD before. I said yes but it had been at least 2 years. XXXX wanted to confirm when my last account was opened as I would not qualify for the bonus if I had an account open with TD within the past 24 months. I told him I had an account but it was closed in XX/XX/XXXX. XXXX wasn't able to confirm when my last account was opened and he wanted to check with the back office. XXXX told me to call him in 10 business days and he would let me know if I would still qualify for the bonus of {$200.00}. I called TD back in 10 business days on XX/XX/XXXX to see if I was eligible for the bonus. I got no response when I called. On XX/XX/XXXX at XXXXXXXX XXXX EST XXXX, from the TD branch I opened my account at, called me and told me that the back office did say I was eligible for the promotion if I met the requirements. On XX/XX/XXXX, over 180 days had past since I was supposed to get the promotional money. I had met all of the requirements, but there was no {$200.00} bonus in my account. I called the TD branch that I had opened my account to find out why the bonus didn't post. XXXX said " he'd take care of it with the back office and get back to me ''. I hadn't heard from him so I called back on XX/XX/XXXX, he told me he was still waiting on the back office. I called again on XX/XX/XXXX, XXXX said there was an email between him and the back office that said I qualified for the exception and had met all of the requirements, but he had to wait on the back office. On XX/XX/XXXX, I called TD again and XXXX said he was going to speak with his manager and would call me back. He did not call me back. On XX/XX/XXXX, I called TD again and spoke with XXXX who said " the back office granted me the exception but they were not going to honor their exception any longer '' and I would not receive the {$200.00} bonus even though I met all of the requirements and there was even an email between XXXX and the back office stating that I was eligible through the exception and had met all of the requirements.

Company response to consumer: Closed with explanation