Consumer complaint received 2025-03-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TD BANK US HOLDING COMPANY
State: NY

Complaint narrative:
On XX/XX/year>2025 I was able to make a successful withdrawal of {$6000.00} from the TD Bank branch at XXXX XXXX XXXX XXXX NY, XXXX. The teller asked for no additional information other than providing bank card, entering pin and government issued identification card. On XX/XX/year>, around XXXX XXXX  I attempted to make a withdrawal of {$4000.00} from the same account at the same branch location. The teller immediately had a sour attitude and asked why I am withdrawing my money from my account. I objected that that was an invasion and violation of my rights to privacy and was denied the withdrawal. I further insisted that the bank gave no visible or formal notification or indication of such a policy. The teller stated it was in plain view on cards placed on the counter. I examined these cards but they only stated that a transaction would be refused if identifying documents and information was not presented ; there was no explicit mention of a requirement to provide the reason for a withdrawal. Both the teller and her superior who was standing next to her could not refute this. I asked to either be given a tangible copy of this policy or be directed to where I could find it. The tellers superior stated it is an " internal policy '' and they would not be able to show it to me. I asked how can I be expected to comply with a policy I have to way of confirming it exists in any tangible form and neither had a response. Instead they offered to call their manager who was off-site. I talked to the manager who just repeated what the teller and superior stated and refused my transaction unless I submit to this violation of my rights to privacy and the requirements of a policy they refuse to allow me to examine. I was unable to to close my accounts due to 2 small pending transactions. I contacted customer care about 1 hour later and the supervisor could offer no resolution but promised to reach out to the branch and manager. I called the manager again on XX/XX/year>2025 to I inquire if I should even bother making another trip to the branch to attempt my withdrawal and was told I would again be refused if I did not state a a reason for withdrawing my money. I again asked them to furnish the policy in a tangible for and was refused even details such as what type of transaction the policy applies to. Additionally the manager is now stating that I should have been also questioned/interrogated when I made my other withdrawal on the XXXX XXXX XXXX. The manager further stated they will not change their course of action and would only " let my concerns be passed on to upper management ''. It is almost 24 hours and I still do not have access to withdraw my funds without submitting to what I believe is a violation of my rights to privacy and the personal deposit account agreement which governs withdrawal policy between myself and TD Bank. This agreement also fails to make any explicit exception for the bank to refuse this transaction on the basis of a failure to disclose reason for withdrawal. This behavior on the side of TD Bank has been ongoing. On multiple instances they have asked for information regarding my employment for withdrawal of sums as low as {$3000.00}. This is information that was furnished when the account was opened. I have always refused to provide this information and they have always completed my transaction. This creates an environment of tension and distrust that makes performing simple transactions nerve wracking.

Company response to consumer: Closed with explanation