Consumer complaint received 2022-06-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TD BANK US HOLDING COMPANY
State: FL

Complaint narrative:
This complaint is regarding a dispute case that was mishandled by the TD bank team on two occasions. I opened an initial case with TD bank on XXXX XX/XX/2022 which was one day from the incident date of XXXX XX/XX/2022. This case was regarding ATM withdrawals at the bank name XXXX XXXX  based in XXXX XXXX, XXXX. On XXXX XXXX while making three separate withdrawals, the ATM did not dispense two of the withdrawals on that day of {$250.00} USD each, totaling {$500.00}. The initial case number XXXX was denied by my bank claiming they received the documents from the local bank showing the ATM balance for the day was correct, which was false. Based on the advice of TD bank supervisor, I filed a report with a local institution in charge of such cases called the XXXX XXXX in XXXX, which gave TD bank permission to view XXXX cameras. This report was filed on XXXX XX/XX/2022 which was the same day I opened the second dispute to recover my funds, case number XXXX. Since that day, I faxed additional explanations of the situation to the disputes team on the number provided by TD bank support - XXXX XXXX. I regularly was following up on this case for the past two months. The representatives assured me that the case is in progress and I should await the update. No one from the customer service was able to provide me with any detailed information on the case status and I spent hours on the calls with TD support. The disputes department was only reachable by FAX and I was never able to speak with them directly. What is more, none of the TD bank representatives was able to contact them directly either. There was no one to help me. I asked multiple times if TD bank reviewed the XXXX cameras of my withdrawals which were meant to be provided by the local bank. A number of calls later, two months passed, and during a call on XXXX XX/XX/2022, the supervisor informed me that this case was closed on XXXX XX/XX/2022 which was 3 days from the day it was opened. The local bank had all information available to provide to TD bank to resolve the case in my favor and I received a confirmation from the local branch manager confirming the funds should be returned to me. But the case was closed two months ago in XXXX and no one from TD team informed me about it during a two-month period. I was often provided with conflicting information and excuses. It took a lot of effort to obtain the local report of ATM fraud which I did base on the recommendation of TD bank representatives. During the call on XXXX XX/XX/2022, I was advised that I will have to recover my funds from the merchant ( the local bank ) myself, as TD no longer is investigating my case. The local bank, however, claims the funds will be returned by TD, which is no longer the case. In that time, I received no letter from TD bank stating a resolution to my case. They made false claims they posted a letter at the end of XXXX. The letter never arrived. I asked them to fax me the letter which they said they can not do and I have to go to a local branch which I am unable to do since I am traveling in XXXX right now. TD bank not only wasted almost 4 months of my time ( as the initial claim was opened on XXXX of XXXX ), but by totally mishandling the case they also affected my ability to try to recover the funds locally. They also refused to open a new case regarding this despite the local bank offering updated information. They showed no regard for me as a customer or my funds. They are taking zero responsibility at mishandling my case which resulted in a loss of {$500.00} USD. On top of {$500.00} USD, TD bank also took out an additional {$6.00} in local ATM fees, which according to the terms of my Checking account should be always refunded to me. They not only mishandled the investigation and closed it three days after it was opened without any notification sent to me, but also took the {$6.00} in addition, profiting further from my misfortune. I request that TD bank re-opens my case and reimburse my funds. I filed an internal complaint with TD regarding this and upon asking how this will benefit me, I was told that after the investigation, I will receive a letter of apology. This is truly unacceptable after banking with them for almost 4 years. Apart from re-opening my dispute case, I truly believe that TD bank owes me additional compensation for mishandling the dispute on two separate occasions, misinforming me through the process, wasting my time during the calls, and further undermining my ability to recover any funds at all at this point.

Company response to consumer: Closed with monetary relief