Money transfer, virtual currency, or money service -- Other service problem -- Complaint #16361322

Complaint Overview

Complaint ID: 16361322

Company: TD Bank US Holding Company

Product: Money transfer, virtual currency, or money service

Sub-Product: Domestic (US) money transfer

Issue: Other service problem

State: Vermont

ZIP Code: 054XX

Date Received: 2025-10-03T12:00:00-05:00

Date Sent to Company: 2025-10-03T12:00:00-05:00

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I understand that there's security required on specific transactions however on XX/XX/XXXX, I physically presented myself to a TD bank in order to verify myself with my passport ( which I had to drive 3.5 hours to do ) so I would be able to access my online banking profile and send the transfer I needed to. I had to place 11 calls to TD on XX/XX/XXXX with no resolution. They told me my phone number was not valid so I created a new account and purchased a new telephone line to be able to get the text verification to no avail. After speaking with supervisors until I fell asleep last night ( around XXXX XXXX ) my account was somehow completely suspended at XXXX XXXX. I woke up to this email at XXXX XXXX and called immediately. Their fraud dept was not open until XXXX XXXX. I called back at XXXX XXXX. They had to submit an additional form for verification. After they approved this unnecessary suspension since I had already presented in person with my passport to prove I'm me and trying to send money to the email, so then I had to wait again until XXXX XXXX when the hold was lifted since everything checked out. Once that was done, I tried to resend the same amount to the same person and low and behold, another hold on the account. An additional 14 calls today, XX/XX/XXXX!!! Consistent misinformation or lying, poor service and honestly, what seems like discrimination. Oddly a few weeks ago when I was sending money to a very American name, there was absolutely no problem. Honestly, there were 2 people out of all 25 calls where the people were helpful, both of those were supervisors. Luckily the last person now was able to help push the transaction through after I was very adamant that I was not accepting them brushing me off yet again though she tried. I shouldn't have to fight so hard to use my own money how I wish. They cost me hundreds of dollars in my time ( I could not work my job while I was spending hours on the phone with TD ) gas, activating a phone line etc. I've still escalated to have a manager review the 25 calls and call back which I'm waiting for but I am going to speak to a friend in the legal field to see my recourse options. There should be fines for discrimination and there should be regulations around financial institutions and the people that can work there. I keep thinking of what a nightmare this would be for my parent or anyone else who wasn't as forceful as I was. Terrible service. Terrible experience. Putting this public so it can warn everyone to stay away from TD. They are far from being convenient as they claim.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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