Consumer complaint received 2025-12-05 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: TD BANK US HOLDING COMPANY

Complaint narrative:
I have multiple accounts with TD Bank in the XXXX and XXXX, and I am a XXXX resident. XXXX of my accounts were with TD XXXX : my individual account and XXXX company account, both opened in XXXX. I XXXX XXXX  XXXX  and XXXX to XXXX XXXX XXXX XXXX XXXX 
When I opened my company account, there were XXXX partners in the company, and this information was shared with the account officer. I held XXXX  % and the other partner held XXXX %. After a month, the XXXX  % was also transferred to me, and I became the sole owner of the company. However, I kept the other partner as a signatory since I live in XXXX and he lives in the XXXX, so he could manage account operations. 
On XX/XX/XXXX, when I tried using my online banking app, it was declined. After multiple calls, the helpline informed me that my relationship with TD XXXX had been closed and my funds would be sent to me by mail. I made multiple calls, but they did not provide any clear information. Finally, the store manager confirmed that the fraud department was not satisfied with the activity in my account, which is why they were closing the relationship. 
I explained that my individual account was still active and accessible via online banking, but he said the fraud department had made the decision and that I should speak to them. When I contacted the fraud department, they said only the branch could fix my issue. I was sent back and forth repeatedly. I told them that I receive money from universities, state, and federal governments, and there could not be any suspicious activity. However, they refused to help. 
Since I had no other company account in the XXXX, I had to take a loan from XXXX, convert the amount, and pay higher conversion rates. Later, after many days, they transferred the funds of XXXX approx to my personal account. 
At this point, a new issue arose. I requested to pay my vendor payments through my personal account, but they refused, stating that only personal payments could be made, and the account where I wanted to transfer funds had to be in my name. I have another XXXX  account in XXXX under my name, so I transferred the funds to TD XXXX on XX/XX/XXXX. They told me the funds would be available in a day, but they were delayed. 
I reached out to TD XXXX and TD XXXX many times and kept records of all calls and staff I spoke with. When I called TD XXXX to inquire about the funds after long hold times, they said the funds had gone to the XXXX side. When I called TD XXXX, they said nothing had arrived. This went on for days, with different staff giving me conflicting information. 
Eventually, I received a call from a random number. The caller introduced himself as XXXX and asked for my DOB, name, and one other detail I do not remember. I shared all information except my date of birth, saying I would call the bank to confirm. I called the bank immediately, spoke to a lady who confirmed she was talking to XXXX, and XXXX then assured me I would receive my funds in XXXX  days. 
After waiting more than 5 days, on XX/XX/XXXX, I called the XXXX XXXX cross-border helpline and spoke with XXXX at XXXX am EST. She confirmed the funds had gone to XXXX. I asked her to verify, and she assured me again. I then called TD XXXX, and XXXX confirmed nothing had arrived. At the same time, I called TD XXXX back, and XXXX said the wire department now confirmed the funds were still there. 
When I requested to speak to a supervisor, she transferred me to XXXX, who said they could not provide a timeline and could not explain why XXXX had given a XXXX day estimate. Finally, after XXXX more days, on XX/XX/XXXX, I received my funds. 
During this time, I suffered mental stress, agony, and XXXX. Neither side of TD Bank explained why the funds were held. Only once did the complaint office mention that it was due to XXXX checks, which should take only a few minutes. From closing the account to receiving my funds, it took XXXX  days. The worst part is they never explained why this happened. I strongly feel this may have been due to my XXXX name. 
My questions to both sides of TD Bank are : When opening the account, they perform checks and verifications. I provided identity documents, my date of birth, and my fathers name, which were cross-checked against sanctioned lists. Why, then, was there a problem transferring funds from my TD XXXX personal account to my TD XXXX personal account? Were the checks not properly done when the accounts were opened? 
Losses I incurred because of the XXXX delay : Mental stress Loss of company reputation due to missed vendor payments Borrowed money at interest Currency conversion losses ( rate over XXXX ; converted over XXXX XXXX multiple times ) Late payments due to delayed vendor payments I incurred a direct financial loss of almost {$10000.00}, in addition to mental stress and company reputation loss.

Company response to consumer: Closed with explanation