Consumer complaint received 2024-11-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
On Tuesday, XX/XX/XXXX approximately at XXXX I received an email from XXXX XXXX that My XXXX subscription was past due and received a payment. I was under the impression that my daughter used this software. On Wednesday, XX/XX/XXXX I called the number contained in the email which I believe was the contact information for XXXX. The telephone number contained in the email was for XXXX XXXX at XXXX. He responded by providing his employee ID XXXX and stated he was with XXXX. He referred me to the payment department XXXX ( XXXX ). 

While on the phone with him I went into my TD bank account via my computer and attempted to make payment. XXXX instructed me in error I made a double payment to XXXX for {$100.00} ( XXXX {$100.00} ). He told me that he was going to credit me {$100.00} but that I needed to enter the amount. At that point my computer started to scroll and it appeared as if there was an additional {$10000.00} in my bank account. When the scrolling stopped I saw that the TD Bank account ( which is my checking account ) had an additional {$10000.00}. I saw this amount thinking I was actually in my bank account not actually logging in myself to my account. I did not open up a separate session and log in the TD Bank account to verify. 


At this point XXXX told me I have {$10000.00} of XXXX money and that he was unable to reverse the transition. The only way it could be rectified would be to actually go to the bank and withdraw the {$10000.00}. If I didnt do this there would be legal action and my bank accounts would be frozen. This transaction needed to take place today and before XXXX. The only way would be to redraw the money as any other way would involve paying taxes on the money that was being taken out. I was instructed to tell the teller at the bank that the withdrawal was for personal use and home renovations. I was then instructed to go to specific ATMs that deal with XXXX. After a few attempts with various ATMs I was not able to make the deposits as instructed. I was in conversation this whole time with XXXX instructing me which ATM machines to try. I used XXXX different ATM Machines ( XXXX transactions at the ATM located in XXXX XXXX New Jersey - XXXX XXXX XXXX and XXXX transaction located in an ATM in XXXX New Jersey XXXX XXXX XXXX ) On Thursday, XX/XX/XXXX I checked my account and discovered the {$10000.00} was never actually deposited into the account and I was out the {$10000.00}. That morning I reached back out to XXXX to see what was going on with the money. I was than instructed when XXXX in front of my computer as I was at work at the time to sign in to the computer, call him again and he would instruct me on the next steps to remedy the situation. The plan would be to have XXXX / XXXX deposit {$13000.00} in my TD bank account and we would attempt to perform the same type of transactions with me now withdrawing {$3000.00} from the bank and making deposits with the same ATM machines. The {$3000.00} amount is coincidentally the balance that I had left in my account after the withdrawal of the {$10000.00}.

Company response to consumer: Closed with non-monetary relief