Consumer complaint received 2024-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: TD BANK US HOLDING COMPANY
State: FL

Complaint narrative:
1. XX/XX/XXXX I went to my local branch in New York and opened a TD Checking account, I presented my NY Driver License, ITIN, and passport for verification during the process. 
2. Around XX/XX/XXXX I closed my TD Bank Checking Account ending in XXXX, with {$0.00} balance and in good standing. 
3. Around XX/XX/XXXX, I received my Permanent Resident Card ( I-551 ), I was also issued a Social Security Number by the SSA, both documents reflected my updated name. I also was able to obtain a new Florida Driver License reflecting my updated name. 
4. On XX/XX/XXXX, I went to a XXXX Bank XXXX located at XXXX XXXX XXXX XXXX XXXX, XXXX I sit with the banker XXXX XXXX, and before beginning, to avoid any issues with different Tax IDs such as ITIN and SSN, let her know about my previous relationship with TD Bank, and I explained to her that I no longer have an ITIN since I was issued a SSN. She informed me and made it clear that she have to first open the account using the old information on file, and then submit a request to update all personal information such as : name, SSN, email.

5. XX/XX/XXXX, Checking Account ending in XXXX was open with old information, and then banker submitted a request to update SSN and name, she informed me it could XXXX business days for the new information to be reflected. 
6. XX/XX/XXXX, after personal information was updated in the system, and reflected in my online banking, she proceeded to open as requested a Savings Account ending in XXXX XXXX. XX/XX/XXXX, my {$110.00} was deposited into my new checking account ending in XXXX, no other transaction, no wires, no checks, no withdrawals, other than the updates made by the banker XXXX. XX/XX/XXXX, both my checking and saving accounts are locked/restricted, and online access disabled, I immediately called customer service and was informed to go a nearest TD Bank branch, I tried calling the work number on the card provided by XXXX XXXX but was unable to get in contact with her. 
XXXX. XX/XX/XXXX, I went to my nearest TD Bank branch to see whats going on with my recently opened account, they couldnt give me any information only that both accounts can not be reopen. 
XXXX. Same day on XX/XX/XXXX, I went to the branch I opened the account, XXXX XXXX was off that day, I spoke with XXXX and explained I couldnt even get to use the account, and the only thing that comes to my mind was the banker opening the account with my old information, and then updating it after the account was open, it might have triggered an alert to the fraud department or the system XXXX. XX/XX/XXXX I sent an email to the banker XXXX XXXX but received no response. 
XXXX. Few days later the same month, I went to my local branch again and withdrew the {$110.00} funds and moved on without knowing the issues it will cause me later on next year. 
XXXX. XX/XX/XXXX I received a pre-approval mail offer to apply for the TD Cash card. 
XXXX. XX/XX/XXXX I was approved for the TD Cash Card ending in XXXX XXXX. XX/XX/XXXX I received my TD Cash card in the mail and tried to enroll in online banking but was given an error message asking me to call customer service, I called customer service and they informed me that my online access is locked and to have it fix I will need to go to a TD Bank Branch with my ID, so I booked an appointment for XX/XX/XXXX. 
XXXX. XX/XX/XXXX, I went to TD Bank Branch and I talked to XXXX XXXX and explained that I am unable to enroll in online banking, I also explained about my previous issue and dissatisfaction about my bad experience opening a checking account back in XX/XX/XXXX. XXXX sympathized and called the Online support and fraud department but couldnt get any resolution. He then submitted a request to a different department and advised me to wait 1-2 business days for a response and that he will get back to me. 
17. Later that day I received a voice mail from XXXX saying TD Bank doesnt want you to have access to online banking due to the identify issue in the past, no matter if you open a checking or savings account, they will not reestablished your online access, all payments and activity needs to be done inside the branch 18. At this point I am still confused about what I did wrong for TD Bank not allowing me to have online access. 
XXXX. XX/XX/XXXX, I went to a TD Bank branch I opened the checking account back in XX/XX/XXXX, I talked to XXXX a banker at XXXX XXXX XXXX XXXX XXXX XXXX I explained my issue, and informed him it is very important to me to have access XXXX to my account online, so I can make payments, and review my transactions. I also advised him I was interested in opening a checking account, he then talked to the customer support and was up until this point I realized TD bank demarketed my profile, in other words TD Bank won't allow me to open any type of deposit accounts with them. He submitted a request for my online banking to be unlocked but I never received any response from him. 
20. XX/XX/XXXX, I went to the branch to talk to a branch manager to have this escalated and file a complaint, but I was advised the Branch Manager wasnt available that day, I asked the Teller Officer if I could talk to XXXX XXXX since she opened my account back in XX/XX/XXXX. Once I sit down with Iria I explained my issue and that I needed this situation to be escalated and investigated, and I was willing to provide any documentation as necessary, however she couldnt access my information, and transferred me back to XXXX, unfortunately as much as I tried to explain that it is very important to mention and let them know that I wasnt aware of any issues, or problems with my accounts in the past, other than the banker opening the account using old information, and then updated the information afterwards was probably a big red flag for the system or fraud department to close my account. I also informed I have all my old documents, and IDs such as : old NY license, FL driver license, IRS ITIN letter, SSN card, Permanent Resident Card, Foreign Ecuadorian Passport.

21. Despites all my attempts to have this issue resolved, I was left with no solution, and its more upsetting knowing I didnt do anything wrong that could have impacted my relationship with TD Bank in the first place. I have businesses with other banks and this is the first time I have had this experience.

I currently work in the banking industry and Im very aware and cautious when it comes to fraud or scams, therefore the reason why having online access is very important to me, besides being very convenient, it keeps my account safe by regularly reviewing my account activity, set up alerts, managing notifications on my phone, and making sure all personal information is up to date.

Company response to consumer: Closed with non-monetary relief