Consumer complaint received 2023-04-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: TD BANK US HOLDING COMPANY
State: TX

Complaint narrative:
Summary = TD Bank is refusing to close my checking account and is holding all of my funds hostage without letting me withdraw, transfer, or XXXX my funds out. As per their procedures a written notarized request was sent almost a month ago and the account is still open and the funds have been held hostage for three months now without letting me access or transfer them.

Detailed : I've been having issues with TD Bank since late 2022 as I wanted to transfer funds into my Roth IRA from my checking account. However, upon attempting to do this TD Bank blocked my ability to transfer money from bank account to any other external account and the online portal for the last three months has a persisting error message ( proofs attached ) which upon even endlessly calling TD Bank reps ( customer service, IT, call center manager, local branches ) remains unresolved as the reps keep transferring from one rep to another without actually helping the customer. Furthermore, my ability to XXXX money in and out of account is also locked and TD Bank is refusing to unlock if after repeated calls for months ( proof attached ). When I call the national customer service they tell me to call the local branch where account was opened and vice versa. They refuse to offer any legitimate help and keep re-routing calls. The local branch also tells me to call either national helpline, or tells me to come into the office in Pennsylvania which is difficult for me as I live in Texas. Majority of the times, no one at the local TD Bank branch even answers their phone during normal business hours and if by chance they do, they hang up mid call. I've even submitted a complain about them to TD Bank manager using national customer service but to no avail. The address of this branch is XXXX XXXX XXXX, XXXX, PA XXXX. The local branch rep once answered the phone and said I could close my account and they would send me a cashiers check for my funds in account if I got a notarized letter through XXXX and sent a written request. After making me jump through many hoops and even after I sent the written notarized letter on XX/XX/XXXX ( proof attached ) they still have not closed my account and are holding my funds hostage. I need my funds to pay rent and bills every month and now I am having to borrow from friends, family, and take on credit card debt because my money is being held hostage and I have no other way to meet my financial obligations. When I call national customer care, they tell me account with funds in it can not be closed however on TD Bank website itself it says written request is a legitimate way to close account ( proof attached ). I have also attached the most up to date balance from my checking account as I no longer trust TD Bank and want CFPB to also know the amount in case TD Bank causes me any further issues by sending me a wrong amount. I am just very frustrated and stressed after more than three months of back and forth without a resolution. Every TD customer care rep I speak with tells me something different but no one is helping me. This has cost me countless hours of time, stress, and financial issues.

Company response to consumer: Closed with non-monetary relief