Consumer complaint received 2026-01-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: TD BANK US HOLDING COMPANY
State: PA

Complaint narrative:
TD Bank closed my checking account without advance notice and immediately blocked my online access, preventing me from viewing statements, transaction history, secure messages, or dispute records. 

On XX/XX/XXXX, I received a check for the remaining balance accompanied by a letter stating, As shared in a previous letter, weve closed your account. I did not receive any prior letter, and TD Bank has been unable to produce a copy of any such notice when requested. 

When I contacted TD Bank, I was given inconsistent explanations for the account closure. I was initially told the account was closed by the fraud department. The fraud department later stated they did not close the account, that no fraud was found, and that there were no third-party complaints or derogatory activity. Branch staff later stated the account was demarketed. TD Bank has provided conflicting explanations and no documentation supporting any of them. 

Prior to the account closure, an ACH debit posted to my account on XX/XX/XXXX from XXXX XXXX XXXX. The transaction posted as a direct debit under Payments. I never authorized ACH debits from this party. I disputed the transaction as unauthorized. TD Banks ACH Department issued a written determination dated XX/XX/XXXX confirming that TD received my dispute regarding ACH debit transactions, determined the items were unauthorized, returned the items, and credited my account, including applicable interest and/or overdraft fees associated with the unauthorized items. The ACH dispute was fully resolved and closed prior to any account restriction or closure, and TD Bank did not indicate that the dispute outcome was reversed or reopened. 

After the dispute had been resolved and credited, TD Bank representatives later recharacterized the transaction as a payroll reversal and denied that it was an unauthorized debit. This occurred when I visited a TD Bank branch to request information and records related to the closure of my account. This post-resolution characterization directly contradicted TD Banks written ACH Department determination confirming that the debit was unauthorized, as well as how the transaction originally posted to my account as a direct debit. TD Bank also acknowledged that no authorization or explanatory code was attached to the debit on its end. 

I also requested confirmation of whether my account records were accessed or reviewed by any TD Bank employee or third party outside of routine servicing, including during the dispute review, demarketing decision, or any account restriction period, and whether any internal notes, determinations, or review records exist explaining these actions. TD Bank acknowledged that the requested records exist and could be viewed internally but refused to provide them to me. 

Additionally, on XX/XX/XXXX, I received a TD Bank notice by email stating, We are sending the following account notification at your request. I did not make this request. On XX/XX/XXXX, I received a TD Bank letter stating that my checking account will not feature TD Bank Standard Overdraft Service and that This letter confirms your decision, with an opt-out date of XX/XX/XXXX, even though I did not make this request or decision. 

TD Bank has not explained why its records reflect consumer-initiated actions that did not occur. 

TD Bank has refused to provide access to dispute records, secure message history, internal account-closure documentation, internal access or review logs, or the prior notice referenced in its closure letter, stating that I would likely need a subpoena to obtain additional information. 

My complaint is not about TD Banks contractual right to close an account. It concerns the lack of notice, inconsistent explanations for the closure, post-resolution mischaracterization of a confirmed unauthorized ACH debit, records reflecting consumer actions that did not occur, and refusal to provide access to records related to my own account.

Company response to consumer: Closed with explanation