Consumer complaint received 2026-02-18 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
Wednesday XXXX XXXX, 2026 I walked into TD Bank at XXXX XXXX XXXX XXXX XXXX NJ for my very first time as it was in route to visiting my deceased Mother 's gravesite for her Birthday. My normal TD banking locations are XXXX, XXXX and/or XXXX XXXX as I have been banking with TD for decades now. I arrived there approx XXXX and the bank was practically empty. There were 3-4 tellers upfront working with only 2 customers. Then there was one associate already assisting a customer in the servicing area. Out of those 4-5 workers. Not one single associate greeted, acknowledged nor welcomed me. I patiently sat there for a good 15-20 minutes ; maybe even longer before several caucasian people came in afterwards one by one. Every single person was greeted/welcomed. Now thats its predominantly white customers waiting. One short possibly XXXX female associate by the name of XXXX which I later learned was an actual " supervisor '' comes from behind the front desk, walk past me and approach the caucasian guy sitting next to me. Gave him direct eye contact and said can I help whos next. That man had to tell her that I was here before him. This female was giving man driven, " pick me '' delicacy to a specific race energy. This entire experience was highly unethical. Least to say, she then comes to me. I advised that I needed a legal document notarized. She takes papers, read through and then hands it back to me advising she can assist at the front desk. We proceed upfront. XXXX then advised that shes going to the back to get the items for the notary. I waited several more unnecessary minutes. She then grabs my papers again asking for my identification. I provided my ID confirming I bank with them. Without an apology, acknowledgement of being mislead, accountability for wasted time ; she then hands my papers back stating she can not notarize my documents because I need a witness. In which, I knew in my soul and in all factuality I didnt need a witness because as mentioned before I've been banking with them for countless years. Nevertheless, I have came to TD bank relentless times for notary of legal documents. I would know protocol by now. So, at this point, I am freaking livid and for multiple reasons. I am the type of customer to advise. I need upper management on site because I know my rights and she was wrong. I couldn't do that on this very day because again ; it was my deceased Mother 's Birthday and as a heavily grieving daughter. I wanted to visit her site before sundown. Which only left me a good 20 minutes to reach her before dark. Mind you, I have already wasted an hour in a racially profiled bank with absolutely UNETHICAL CUSTOMER SERVICE. Not to mention my documents that I needed notarized was time sensitive. As a consumer that gets absolute awesome customer service 110 % of the time anywhere I go has me utterly disgusted at this specific TD branch location. In none of my years with TD I have had such a horrific experience until now. This ordeal has me mentally distraught, caused emotional distress due to discrimination and humiliation. The XXXX location did nothing but increased my anxiety and depression that very day. As I needed the remainder of that day to gather myself. The next day I called corporate approx XXXX to confirm if a witness was needed. The rep advised no. I reconfirmed with the complaints department in which I spoke with XXXX. She also advised no witness needed. She documented my complaint and stated they will follow up. I have not heard anything on ticket number XXXX. I also spoke with with assistant branch manager XXXX whom advised no witness needed. Then branch manager XXXX called me back to advise the same and offered for me to return to deal with her directly. I declined as it was a literal traumatizing moment at that location. I would never step foot back in a place where I am not wanted. Days later, I decided to test the waters and went to a familiar TD location. Recorded my experience and it was a smooth process with NO witness required. In synopsis, I was wrongfully discriminated against at the XXXX location in which I deserve to be compensated for pain and suffering.

Company response to consumer: Closed with explanation