Consumer complaint received 2025-05-22 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against TD Bank regarding a series of events that have left me feeling discriminated against, misled, and publicly humiliated. The events began on XX/XX/year>, and have yet to be resolved in a manner that reflects TD Bank 's stated policies and commitment to fairness. 

On XX/XX/XXXX, I visited the TD Bank location on XXXX XXXX in the XXXX to cash a settlement check in the amount of {$25000.00}, which was drawn on TD Bank. Upon presenting the check, I was approached by a woman who identified herself as the branch manager. She refused to cash the check and loudly stated the amount of the check multiple times in the lobby, compromising my personal safety and privacy. I informed her that I had an online bank and asked if her refusal was due to my race. She avoided the question and simply yelled again that she could not cash the check.

I immediately contacted TD Bank customer service and spoke with a representative named XXXX. She explained that the policy for non-customers is that TD Bank can cash TD checks as long as the funds are available, the check is verified, and the proper identification is provided. If the funds are not available, they can be ordered. I proceeded to file a complaint with her.

I returned to the bank to ask the employee for her name. She refused twice and eventually stated that her manager would speak with me. I declined, pointing out that she had claimed to be the manager earlier. I also spoke with XXXX from customer support, who logged the incident and issued a case number. 

Later that day, I visited the XXXX XXXX branch in XXXX, where I was again told that TD Bank could cash the check under certain conditions. However, the manager was unavailable due to a grand opening event. I was asked to return on XX/XX/XXXX. Unfortunately, I lost the check before I could return, and had to request a replacement. 

On XX/XX/XXXX, I was contacted by XXXX, who confirmed she was the actual branch manager. I relayed my previous experience, including the privacy and discrimination issues, and she informed me that the employee involved was not the manager but a supervisor named XXXX. I expressed my concerns that her actions put me at risk and were humiliating. XXXX responded that the employee would be coached. 

Also on XX/XX/XXXX, I spoke with XXXX XXXX, assistant to the CEO. He was extremely helpful and promised that once I received the replacement check, he would ensure that the matter was resolved. He also said the XXXX department would reach out within XXXX days. I did not hear from them until XX/XX/year>, after sending a formal demand letter on XX/XX/XXXX. This delay is unacceptable. 

On XX/XX/XXXX, XXXX contacted the XXXX branch to arrange for the check to be cashed. Despite their earlier promises and confirmation of the check-cashing policy, they refused. XXXX himself described the situation as weird. My attorney contacted the bank on XX/XX/XXXX to inquire why the check had not been cashed and was told that the case had been closed with no findings. How could that be the case when my privacy was violated, I was given conflicting information, and denied service multiple times. 

Throughout this ordeal, no one ever examined or attempted to verify the check. I was never offered the opportunity to open an account to facilitate the transaction. I was treated with disrespect and subjected to discriminatory treatment, especially egregious given that the check stemmed from a previous discrimination case involving the Department of Defense

Company response to consumer: Closed with explanation