Consumer complaint received 2019-08-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TD BANK US HOLDING COMPANY
State: MA

Complaint narrative:
I XXXX XXXX saw that TD bank had a promotion where you can qualify for {XXXX} bonus by opening an account. I had an account back in XXXX so i visited the XXXX MA branch on XX/XX/XXXX and i explained to the teller XXXX that i was interested in opening an account to take part in the promotion. I also explained to her than I had an account back in XXXX so I wanted her to check to confirm if i would qualify or not for the promotion. She checked her computer system and advised that she couldn't find anything in the system for me so I would be considered a new customer. She also advised that i would have to also open the account online to qualify so I proceeded to open the account online via my mobile device. Once the account was opened i deposited {$2500.00} to  avoid the monthly maintenance fees and XXXX printed me a debit card. I proceeded to set up my direct deposit at my job which started on XX/XX/XXXX for {$800.00} and that amount reoccurred until XX/XX/XXXX and after that my direct deposit was changed to {$5.00} which is currently on going. In total between XX/XX/XXXX and XX/XX/XXXX I've direct deposited {$4000.00}  from my payroll which surpasses the {$2500.00} requirement within 60 days which would be XX/XX/XXXX. I called multiple times and i was advised that I 100 % qualify and meet the requirements of the promotion ( {$300.00} bonus ). Now 107 days later when its time to pay the bonus they are advising me that I don't qualify because i had an account before. If they told me this back in XXXX when i visited the Melrose branch I wouldn't have wasted my time and tied up my money and changing my direct deposit for all those months. The customer service rep advised me to go to the branch since this issue started at the branch and the branch can send an email to the promotion team requesting an exception to be made since the error was on their part. I visited the XXXX branch on XX/XX/XXXX and had a meeting with XXXX XXXX whom is the store manager. She supported me and sent the email to the promotion team requesting the exception be made so that I would receive the {$300.00} bonus. I followed up with the TD branch on XX/XX/XXXX and spoke to the customer service rep XXXX whom advised me that they did get a reply from their promotion team whom are still refusing to honor the {$300.00} bonus. At this point I'm going to close my account at TD bank. I find this to be a very deceiving practice on their part. If that representative took a little more time to advise me correctly i wouldn't have wasted my TIME and energy to open the account to get the bonus. Most banks after a year or two you're considered a new customer, so when XXXX advised me that I would be considered as a new customer since its been almost three years according to me ( XXXX ) and she cant find any records for me on file, I had no reason to doubt her and went ahead and invested my TIME and money. I strongly believe that TD bank should honor the {$300.00} bonus to me. I look forward to your response and resolution to this matter. 

Thanks XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief