Consumer complaint received 2025-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
On XX/XX/year>, I opened a TD Bank checking account online. On XX/XX/XXXX, I visited the TD Bank branch at XXXX XXXX XXXX, XXXX, NY XXXX to deposit two settlement checksone for over {$17000.00} and another for over {$7000.00}, both issued by XXXX XXXX. 

I provided valid identification, confirmed my phone number, and was told that {$100.00} would be made available immediately while the remainder would be held for 6 business days. No one at the branch gave me any written disclosures, asked questions about the checks, or requested documentation to verify their origin. At no point was I informed that such a deposit might trigger fraud protocols or review. Had I been warned, I would have gladly provided verification on the spot. 

The next day, my online banking access was disabled without notice. I contacted TD Banks customer service and was transferred to a fraud or credit risk department. I was repeatedly told that my account appeared active and in good standing, and that my access would likely be restored after the holiday weekend. However, that same night I was completely locked out of my account and unable to get further details from phone representatives. No formal communication or warning was given. 

On XX/XX/XXXX, I visited the same branch again. Despite calmly requesting clarification and offering to provide full documentation of the settlement and checks, branch staff and management refused to give me any details. I was told they did not have to give me information, documentation, or timelines, even though I was fully verified and had presented valid ID. I asked for a business card or confirmation in writing, and was again refused. I was treated with suspicion, as though I had done something wrong, and made to feel like less than a human being. The experience was deeply humiliating. 

Only after I insisted and referenced legal support was I allowed to submit documentation, and the manager finally accepted my documents and submitted a manual verification. I was later informed that my account had been unrestricted and would remain on a standard check hold until XX/XX/XXXX. I was told I would receive a new debit card and that my mobile access was restored. 

However, I then received a letter dated XX/XX/XXXX from TD Bank informing me that the bank was closing my account and ending the relationship. This letter arrived after I had already completed the verification process and had been reassured by both branch staff and customer service that my account was in good standing. The letter directly contradicted the information I was previously given. No explanation was provided as to why my account is being closed or what will happen to my deposited funds. 

I am now in an extremely distressing position, unsure whether my funds will be released on XX/XX/XXXX as promised, returned to the sender, or held indefinitely. I still have not received any formal confirmation of my accounts true status or when and how I will receive my money. The handling of this situation by TD Bank has been inconsistent, unprofessional, and emotionally distressing. I was misled multiple times, denied transparency, and treated unfairly throughout the entire process.

Company response to consumer: Closed with non-monetary relief