Consumer complaint received 2026-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
This complaint relates to previously filed CFPB Case Number XXXX, which was closed following TD Bank 's response because the CFPB portal no longer allows additional feedback or dispute submission on that case, So, I am re-submitting this complaint to request supervisory follow up regarding unresolved issues that were not addressed in the prior response. So, I am requesting supervisory follow up regarding TD Banks prior response and subsequent lack of resolution. After TDs response to this complaint, I attempted to escalate the matter internally for executive level review due to unresolved long term servicing concerns. Multiple attempts to contact TDs executive or customer advocacy channels by email were returned as undeliverable. Attempts to submit a detailed written message through TDs secure online messaging system were unsuccessful due to system rejection errors. I subsequently contacted TD by telephone approximately ten days ago, XX/XX/XXXX and spoke with a customer experience supervisor. A formal case number was created ( XXXX ), and I was advised I would receive follow up within three days. No follow up occurred. For completeness, related complaints concerning this matter have also been submitted to the Office of the Comptroller of the Currency ( XXXX ) and the XXXX XXXX State Attorney General ( XXXX ). The prior response addressed fee assessments in general terms but did not directly address the long term servicing suitability concern raised subsequently. Specifically, it did not clarify whether periodic account reviews considered eligibility for alternative account structures aligned with consistent recurring federal benefit deposits, nor did it explain what historical servicing records were evaluated before concluding that no additional remediation was warranted. The core issue remains a long term servicing concern. For over 20 years the account received consistent direct deposits exceeding $ 1000 monthly, including XXXX and Social Security income associated with my fixed income status. Despite repeated account reviews and fee related contacts, eligibility for alternative account structures or waiver qualifying options were not communicated. Only after my own inquiry a few months ago was the account transitioned to a structure aligned with the deposit pattern. In its prior response TD stated servicing records were available only from XX/XX/XXXX forward due to retention limits, yet it was able to reference in the original account opening from XXXX. The account originated with XXXX XXXX prior to its acquisition and conversion to TD Bank, and it is therefore a legacy account relationship spanning that institutional transition. Because this account originated with XXXX XXXX prior to its acquisition and conversion to TD Bank, it raises the question of whether similar servicing or accounts structure alignment issues XXXX have affected other legacy accounts that transitioned during that institutional conversion. I am not in a position to determine whether this circumstance is isolated or broader in scope, but given the length of the relationship and the consistent federal benefit deposit pattern, I believe clarification regarding how legacy accounts were reviewed and aligned with appropriate account structures following the acquisition would be helpful. Clarity has not been provided regarding what historical servicing and contact records were reviewed before concluding no additional remedial action was warranted. Given the duration of the account relationship and the continued lack of substantive follow up, I respectfully request confirmation that this matter remains under supervisory review and that TD has been required to provide a complete response addressing the servicing suitability and disclosure issues raised in this complaint. Thank you. XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation