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Horrible Customer Service
Posted by P.trone1 on 08/02/2013
SUMMIT, NEW JERSEY -- My wife and I set up a TD Bank account for my 15 year old daughter. They gave us a pin, and after a few weeks, my daughter got around to using the card, which didn't work. I took it to the ATM and it didn't accept the PIN we were given.

So I went to the teller who said she wasn't authorized to help me with the PIN problem. So then I waited in line for the desk people--a woman and a man who were both occupied with customers. I was #2 in line. I waited and waited and waited.

Finally I called the customer service line. My daughter spoke with them and after a few minutes, they decided they couldn't help her because she wasn't able to verify her last transaction (she told them there were no transactions as the account had been set up just a few weeks earlier). So that was a dead end.

So we continued to wait and wait for the desk people, who continued to be buried in their computer and barely even speaking to the customers they were serving.

Then I back up to the teller, and asked for the last transaction, which after a few minutes, she indeed verified that it was the account setup deposit. She gave me that exact amount.

So, I went back to my daughter's position in line for the desk people, and of course there was no change there. She called the phone line again, and after running through that gauntlet again -- this time with the amount of the initial deposit -- she was informed that the representative STILL wouldn't help her. She either had to see the branch personnel or have a new PIN mailed to us. We chose the later but continued to wait in the branch for the desk people.

Now I'm pretty pissed off. We waited to the 30 minute mark, and there was still little sign of any progress/life/intelligence or anything else happening at the desk.

Complete inertia. Like watching paint dry.

I got up, Marched over to the man (the branch manager) and told him I would be back tomorrow to close our account. He tried to stop me or apologize and I said "too late, see ya". Then I turned around, and as I was about to March out of the branch, I realized there were EIGHT other customers standing in line behind me to see the desk people!!

America's most convenient bank??!?!? If there were ever a open-and-shut case of false advertising! Geesh!

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Posted by trmn8r on 2013-08-03:
This does sound ugly. My only comment is that usually PIN issues can't be handled in person - I have on multiple occasions had to wait for a financial institution to mail me a new PIN.
Posted by olie on 2013-08-04:
I understand your frustration. But what if you'd been one of the customers who was dealing with desk personnel?

For all you knew, these people were trying to take out mortgages or do some complex transaction. Would it be nice if everything were solved in 5 minutes? Sure. I'll bet those customers would have liked that, too.
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TD Bank Decision to Eliminate Quicken Caused Me to Leave
Posted by TDB1381 on 07/10/2013
TINTON FALLS, NEW JERSEY -- I've been with TD Bank for 10 years. I use Quicken to pay my bills. In May TD Bank decided to block Quicken access in favor of their bill pay, which just doesn't work for me. I have 3 checking accounts and one savings account.

- It doesn't show my FUTURE balance, so I have to re-enter in Quicken to determine how much money I need to provide in each account.
- It doesn't track my expense categories (for taxes), Quicken does.
- Since I have to continue to use Quicken to track expenses, I have to re-enter all transactions in Quicken (2nd time is undesired extra work)
- When it updates, TD bank doesn't match all my Quicken transactions, so I often have to correct the TD entry in Quicken (a 3rd time dealing with the same transaction - certainly not desirable)
- It doesn't allow enough time to make notes, I get logged off and have to re-start the entire TD session (Quicken doesn't log me off)
- I have to pay all TD bills in one account, then the 2nd account, and then the 3rd. (Quicken allows me to pay bills from any account in any order)

After trying to get satisfaction, the net result is that both local and regional TD Bank management didn't/couldn't/wouldn't do anything.

Chase Bank allows the use of Quicken direct connect and I'm moving all my accounts over there!!! They were very pleased I'm joining them.
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Posted by S.fortier59 on 06/20/2013
PORTLAND, MAINE -- Upon review of my account, I saw that I had a pending charge that would over draw my account, so I went to the local branch at 8 am and deposited enough cash to cover plus a bit more. Before leaving the branch office, I got a printed receipt showing a positive balance. The next day, I checked my balance to find a $70.00 overdraft fee had been posted, putting me in the negative again.

I called customer service, and was told they would not reverse the fee. I said that was totally unfair as it was in pending charges, I had a paper receipt, etc. Still no. I asked to speak with a supervisor. Who told me she would not reverse the fee, even though I deposited cash, she also informed me that if the account remained negative for 10 days more, they would post another $20.00 fee. I was LIVID.

My employer doesn't offer direct deposit and it will be about 9 days before I'm paid again. I'm looking for another bank...
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Posted by Old Timer on 2013-06-20:
See if you can find a nice local credit union. They actually appreciate their members and go out of their way to help them.
Posted by CU on 2013-06-20:
Once you can see the item, you are already overdrawn. The fact that it is pending only means that the transaction has not finalized. The bank is still obligated to pay the item.

There are very few instances when you can cover the item after it has hit the bank. You have to have the money in the account BEFORE you spend it.

You will probably find a credit union to be a bit more flexible in this, but even there you have to plan on only drawing against the available balance in your account... better yet, in your check register.
Posted by Jeff on 2013-06-20:
Do yourself a favor...if you change banks or not, go to your bank and tell them you want to OPT OUT of overdraft "protection". I find it interesting they call it protection when they rape you with those kind of ridiculous fees.....If you opt out, if you use your card and theres no money, it will be declined. Simple. No need to worry about it then. to me, Id rather be embarrassed that my card is declined, and use another form of payment, rather than pay somewhere of almost 40 dollars.
Posted by Susan on 2013-06-20:
If you kept an old fashioned check register you would have known before your made the pending transaction that it would result in a overdraft.
Posted by Tezrien on 2013-06-20:
I wish more people knew about that little get out of overdraft hell Jeff.
Posted by Weedwhacked on 2013-06-21:
The bank is right. The pending charge came before the cash deposit so it gets posted first. You tried the "float" game and lost as many people do.
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Deposit My Money in Wrong Account
Posted by Smrangoonwala on 06/08/2012
WILLINGBORO, NEW JERSEY -- I had tax return which was sent directly to my account from IRS but because of my accountant mistake he put my account number wrong so the bank put the money in somebody else account.Now the bank is saying they cannot do any thing and IRS is saying it's federal law that the bank cannot deposit any government check or transfer without checking account number and the name of the account holder but the bank deposit the money just by the account number. They did not even bother double checking if the name matches the account.

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Posted by spiderman2 on 2012-06-08:
I think your accountant needs to resolve this for you as he is the one who made the mistake. I hope you notified him or her immediately and let the accountant sort out this mess.
Posted by unhappy999 on 2012-06-08:
I agree you should go back to the accountant and get him to get your money back. In the future, even when someone else does your taxes, there are certain things you need to ensure are correct before your sign or submit your return, your account number being the most important if you are due a refund.
Posted by SteveWiginowski on 2012-06-08:
As others said, go after your accountant. While the names may not match, banks may not be completely able to determine if it's in the wrong spot or not as people may have alternate names in which checks can be cashed (businesses, for example, can have different names on checks that they cash). The accountant should have shown you the paperwork before he submitted it, hopefully he will in the future (if he's still your accountant) so you can double check the information.
Posted by yoke on 2012-06-09:
This is the accountants mistake and not the banks mistake. What has the accountant done to remedy the situation?
Posted by Cwazychicken on 2012-06-10:
did the accountant get sneaky and put it into his account? I dont see how the bank is at fault. Banks never make this kind of random mistake. The accountant seems fishy!

And if the accountant messed up, does he have the account number he gave? if so, he may have to clear it up himself.
Posted by trmn8r on 2012-06-10:
The OP said that the accountant made a mistake in the account number. So no, I don't think the accountant got "sneaky", I think he screwed up. They do that a lot on tax returns, which is why it is good to review their work.
Posted by Cwazychicken on 2012-06-10:
ah i see, well i hope it gets fixed either way!@
Posted by tsoun on 2014-02-25:
I am facing the same dilemma. The account entered the wrong account information so I never got my tax refund. I called back several times but the office direct my calls to the office manager whom was not helpful at all. She made no attempt to try to rectify this error and assured me that my personal financial institution will reject any IRS check, if the social security number does not match. I was stupid and naive yo waited so long and believe her. Nothing happened for weeks. I made several call back to my accountant. No call back from them again. Called it's IRS but they could not help. So I finally called the corporate office and finally spoke to someone who was competent and helpful. I am waiting to hear back . They said it should take 3 yo 5 days to process the claim and told me that there may be no guaranteed if I will ever get my full refund. It all depends on the Financial Institution My Refunds Was Deposited to.
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TD Mortgage
Posted by Myshelleha on 05/03/2012
TORONTO, ALABAMA -- Do not ever do any business with Calvin Chan - Telephone: (416) 567-8198

He is very unprofessional and unorganized. I purchased a house and contacted him right away for a mortgage, He assured me that everything was in good order and he was getting my paper work ready. It dragged on for over a month. Every time I called him or emailed him, he would never respond. When he did, he would assure me everything was fine. Week after week he said the same thing. Still I have not signed any documents. I even offered to stop by his office to sign if he was too busy to come by to my house. He then emailed me and said the paperwork was ready and he would come by next week and have me sign the documents. It is now Wednesday of next week and still have not heard from him. I emailed him and he did not reply. He then called me and said "what paperwork?" he did not have any paper work ready for us, nor did he do anything yet for our mortgage. This is 3 weeks before my closing date. He was making up excuses saying he has other clients to serve that have an earlier closing date than I do. Meanwhile, I contacted him almost 3 months ago and he assured me everything was fine. BEWARE OF HIM. DO NOT DO ANY BUSINESS WITH HIM.
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Posted by Another unhappy TD Bank customer on 2012-05-06:
I too made the mistake of using TD Bank for my mortgage and also had a problem with the person overseeing my loan.

After Multiple unreturned calls and the run-around I went to the manager and told them to get their employee in line or I would take my business to another bank.

I came to realize after speaking to others who had similar issues that they are a good bank for general everyday banking but are clueless when it comes to mortgages.
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Employee Sold My Personal Information
Posted by on 04/15/2012
Stay away from this bank. One of their employees sold and/or used my account info as well as other confidential info to steal my money and open a credit card. They have given me back my money but were of no help in closing the fraudulent credit card.
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Posted by trmn8r on 2012-04-15:
Sounds like a rogue employee, and I am not sure this incident is reason to avoid the bank. More details would be needed to reach that conclusion.

It's a nasty situation - I hope the employee has a new address in jail.
Posted by BigAl on 2012-04-15:
The OP feels that the bank should help in cancelling the fraudulent card that was issued since it was the banks employee who obtained it. Too many legal issues for me to comment on what can be done by TD Bank to rectify this problem but I believe this is the OP desires.
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TD Bank Bungles Wire Transfer
Posted by VTDad on 03/27/2012
ST ALBANS, VERMONT -- I want to warn all small businesses that TD Bank is a terrible place to do business. I am a small business owner. In December 2011 I was contacted by a very reputable multi-national corporation wanting me to do some work for them. I was thrilled to say the least, this was an opportunity of a lifetime for a small company like mine.

I accepted the proposal with the understanding that the company only pays vendors outside their country via wire transfer and they have a net 30 day terms policy. I had no problems with those terms. The company requested that I get a copy of all information for an International Wire Transfer from TD Bank, on their letterhead, which I did. They provided me with that letter on January 25, 2012. I submitted the letter to my client the same day.

I was told there was a wire transfer processed in the amount of $7,500.00 on March 16th. I began calling my bank and inquiring as to the process and when I should expect the money in my account. I was told that it would take a minimum of three days but no more than 5 days. The following Wednesday, Thursday and Friday I contacted the bank again and was told the wire was not in the system. Each and every time I spoke with TD Bank Customer Service, which was almost daily, I asked the employee if they would kindly confirm that the information I was provided in January was correct for this wire transfer, and every time I was assured it was correct.

On Monday, March 26th, 10 days after the wire was submitted, I still had not received the funds. I called the bank and spoke with customer service and this time when I asked to confirm the information I was informed that the letter I received in January was in error, that they had provided me with the incorrect bank name and the incorrect bank address and the incorrect routing (ABA) number. This infuriated me and I immediately contacted my local bank branch to find out how this could be the case. They apologized but there was nothing they could tell me.
I have spent the last 8 hours of this day trying to get the correct information. My local bank representative contacted the International Wire Transfer division of TD Bank and was given different information than I was given in January and different than I was provided on the 26th. After many hours of phone calls I received another letter from the bank with new information but not before the local bank representative I was dealing with stated "It scares me to death to send this to you because I don't know if it is correct!". How is a person suppose to have faith in this bank?

I have asked to be contacted by the bank manager but he has not returned my calls. I have no way of knowing where the $7,500.00 is or when it will appear in my account. My client has requested new information from the bank to resubmit the wire transfer but I don't know what their procedure is in regards to this situation. I doubt seriously they will take my word that I do not have the money and TD Bank can not confirm to anyone where the money is or when it will be returned. After all this I called customer service just as a test and asked if they could tell me what the process is to do an International Wire Transfer and I was given the same information I was provided in January. I later called the International Wire Transfer Division and they provided the same information.

That would mean if the information I was provided in January was correct then the money should be in my account. If I ask where the money is they tell me it was never sent to the bank because I have the wrong information, but when I try to confirm the information they tell me more often than not that the information I have is exactly what I need. So I then ask Ok, then where is the money and the cycle starts all over again with them telling me the money was never transferred because I have the wrong information. They can not possibly have it both ways, either the information is correct and they have the money or the information is incorrect and I need new information.

There is nothing I can do because nobody at TD Bank knows the answer, or if they do they prefer to keep it to themselves. I am beyond frustrated and as soon as I resolve this situation I will be changing banks very promptly never to return to TD Bank, America's Most Incompetent Bank.

I sincerely believe that the only reason this has happened is because of the incompetence and laziness of TD Bank employees and customer service. They were and are too lazy to pull a piece of paper out and read whether the information I am reading to them is correct. What a mess!!!
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Posted by Skye on 2012-03-27:
Are they telling you the wire transfer confirmation is wrong?

If the money was truly wired, then it should be there. I understand you're frustrated, but something seems suspicious to me, regarding the person who supposedly wire transferred you the money. Just a feeling I'm getting.

If your bank cannot prove the money is there, and the person who wired you the money cannot, can the money be sent to you via Western Union?
Posted by BigAl on 2012-03-28:
Several years ago I transferred a large sum overseas. It was suppose to take 24-48 hours. It ended up taking 21 days. My bank did everything it could to find the problem and correct it. Basically there are so many "hands" that the money must go through and so many data entries must be made that clerical errors due to numbers being transposed or inadvertantly omited are common. When there is an error--everything stops and the money (or actually transaction)is placed in limbo until the error is rectified. Nobody wants to take responsibility for money going into the wrong account. It is sometimes very hard for the bank to locate at what point the transaction went haywire. It is a flawed system that will be hard to improve upon given current world government involvement in international money transfers.
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Horrible bank I would suggest never doing business here!
Posted by Ddewing39 on 01/03/2012
MARLBOROUGH, MASSACHUSETTS -- Back in June of 2010 we purchased an official bank check through TD Bank to pay an out of state bill. Our check never reached it's destination and upon waiting the 90 days TD Bank told us we had to wait we filled out the appropriate paperwork. We were told immediately that the money was pending in our checking account. We waited an additional two weeks only to find the money still pending and unavailable to us. We then called the Marlboro, MA TD Bank branch and they told us they would instead send us a check in the mail. We waited yet another two weeks and no check came. At this point we decided to go to the branch ourselves. We were addressed by the bank manager who told us they we're doing all that they could to help us. Again another two or so weeks go by and at this point we decided to involve the OCC. After about a month of the OCC doing all they could to help us we were told the money was yet again pending in our account so the OCC closed the case. Three weeks of the money pending and still funds were not available. We went back to the Marlboro branch and dealt with a new bank manager who gave us a TD Bank Visa gift card claiming the full refund was on the card. We left the bank proceeded to the store only to find out there was a zero balance on the card. We drove back to the bank and the manager acted surprised there was no money on the card. We called the Visa card number on the back of the card from her desk and had the representative there tell her there was NO money on the card. She acted almost put out and told us she'd have to "investigate" where the money went, as if it just got up and walked off the card. We spent everyday during the month of December going to the bank and being lied to. We were even told to call the card daily in which we did only to have the same outcome. We have dealt with almost everyone who works there and it seems as if their all trained to tell you the same thing. "We'll look into it and call you back" and yet they NEVER call back. Or you get "we're doing all we can to help you" and when asked specifically what their doing to help they cannot answer you. These people are liars and crooks who feel they can take your money at anytime and charge fees whenever the want yet if they owe you money you'll get the run around and lied too far before you get your money back. We at this point have involved the OCC (AGAIN) and every other company that will listen. This now isn't as much about the the money but more about the principle of things. If we can help out at least one other hard working person who has a family to support and can't afford to spend five months begging and pleading for their own money only to be lied to and treated awfully then all our hard work will have paid off!!!!!!! Do Not Do Business With This TD Bank!!!!!!!

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Posted by raven2010 on 2012-01-03:
God grief!!!!
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Very poor customer service
Posted by Jackiex9 on 07/27/2011
Three different phone conversations one hung up on me!!!!! All three "agents" were unprofessional and rude and did not solve our issue. We are looking for another bank.
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Posted by Jay on 2011-07-27:
Some details on what the issues were would go a long way in helping us understand how and why they were rude to you.

What happened?
Posted by BEJ on 2011-07-27:
More details would be helpful--
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Staff/mismanagement/financial mishandling
Posted by Cartier on 07/24/2011
TDBANK/LEXINGTON: VERY RUDE STAFF WITH VERY POOR KNOWLEDGE OF FINANCES AND INABILITY TO TAKE RESPONSIBILITY FOR THEIR MISTAKES. I had a transfer of funds from another financial institution of an IRA-- bank manager made a mistake and the money was put into a money market. It came from an insurance product.. I had a few other large deposits. The IRA was for a substantial amount of money. The lawyer was instructed to tell the bank to set up business accounts. They totally messed up my tax situation and asset base as well as trying to cover up what was going on in the bank. One manager tried to blame the other. They refused to deal with my financial representatives. Quite a bit of money was misssing from the accounts. The accounting did not add up. they have refused to give me my bank records and refused to discuss what happened in there. I was told that the bank is not releasing the records. They are incredibly rude as well as inexperienced and seem to all cover for each other. These were large transactions. The staff does not know what they are doing. I think the branch manager changed the account structures and that they were involved with some security transactions that I was not being told about. For people who have money and retirement accounts; I would recommend a professional money manager and to stay away from banks-- in particular this bank.. THEY SEEM TO HAVE CREATED QUITE A SITUATION IN THE ECONOMY AND WITH CONSUMERS WITH THEIR BUSINESS PRACTICES. They also seem to get away with this -- where, people with jobs in other companies are held accountable for their actions and have to have qualifications for the job. The burden and the responsibility is always placed on the consumer and not on them. THE CURRENT MANAGER IN THIS BRANCH did not give me my records and I was represented by an attorney who I instructed to write a letter to the IRS explaining what they did. Her experience in business and work history is mediocre. They lost a substantial amount of money due to the economic environment and their ignorance. They are very small people; they do not have money; they do not have any experience in asset management or financial matters. Banks in general have fallen short of the mark in this current economy and people should look for alternative means and companies who are more professional and educated.
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Posted by Steve on 2011-07-25:
Please contact the Office of the Comptroller of the Currency and file your complaint with the Problem Resolution Office. You can start the process online at their website.
Posted by trmn8r on 2011-07-25:
I got lost in what actually happened due to the opining on the economy and banks and other companies.

Over what period of time did this happen? Were these just a collection of accounts, or was a TD Bank rep actively managing them? Were all the accounts closed and you no longer bank there? Is there money missing? How much on a percentage basis is missing? What reason was given for not releasing records?

I have used TD Ameritrade, and have a relationship with an investment advisor. They have third party companies that will manage my investments for a 1-2% fee. I haven't had any issues.
Posted by cartier on 2011-07-25:
I HAD RELATIONSHIPS WITH INVESTMENT COMPANIES AND TRANSFERRED A CHECK INTO TD BANK FROM ANOTHER COMPANY. THE BANK MANAGER PUT THE MONEY INTO A MONEY MARKET ACCOUNT AND THERE WAS MONEY MISSING FROM THE BANK.. i ASKED FOR THE BANK RECORDS AND THEY WON'T GIVE THEM TO ME. i HAD ALSO PAID A LAWYER ANDS AN ACCOUNTANT TO SET UP BUSINESS ACCOUNTS. They mismanaged the accounts and would not talk to the lawyer or the accountant. Now; I have had to hire another lawyer to deal with them. they have no explanation as to why they won't release the records. They caused me a big tax liability since that check came from an ira distribution .. they would not cooperate in resolving this -- they deflected the problem to their legal dept. after I paid the acct. 12k and the lawyer in Lexington about 20k. The assets were not allocated properrly because of the economy.
Posted by cartier on 2011-12-15:
does anybody else have complaints about this bank? I still do not have my bank records.. The bank is having a lot of problems with lawsuits against them for fraud and has problems with employees,, I WOULD NOT RECOMMEND THIS BANK-- very poor business practices and incompetant staff.
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