I was 3000 miles away from home in San Francisco after relocating for a new job, withdrawing money from a local California bank's ATM when the machine malfunctions, displaying an unintelligible error message, and "freezes, " refusing to give me my card back or respond to any more keys being pressed. "No big deal", I thought - "I have cash, and I can just come back tomorrow morning to get my card from the bank that owns this atm." Well the bank that owned the ATM refused to give me my card back. They said it's policy for to destroy cards from out of state banks (I watched through the teller window as the woman held my card up in front of me and showed me that she had it). Well, I still had my AMEX card and $100 in cash.
None of that was TD's fault - but the following sure as hell was...I called TD to get a replacement card sent to San Francisco, which required me to send a fax to their "fulfillment" department with the alternative address and my signature, giving them permission. I gladly composed the fax and sent it from a UPS store, calling the next morning (I sent the fax at 6PM PST) to make sure they received the fax. The woman on the phone says "I'm sorry - we have no record of any incoming faxes from you." Now I'm starting to get worried - I'm close to my limit on my AMEX card, and I'm down to $60 cash. "OK, do I have the proper number and information?" I ask the customer service rep. She confirms that I do, so I decide to use my new employer's fax machine this time, so I can confirm myself that the fax was sent successfully.
About an hour and a half later I call TD customer service to get confirmation that the second fax went through. This is where things get hilarious . He says, "We have no access to the fulfillment department. There's no way I could tell you whether or not they received the fax, so there's no way the first customer service representative could have told you whether or not your fax was successful. I'm not sure what she was referring to." I'm pretty furious at this point, but I refuse to take it out on the customer service rep. I send the fax a third time from a local print shop, assuming that maybe I somehow screwed up the fax the first two times, and a couple of hours later I call again for confirmation. I get a repeat of the last story "We couldn't tell you whether or not they received the fax, but rest assured if you sent it, they've received it and your card is on its way."
In case you weren't aware it's expensive out here in San Francisco, and I'm now on day three of not having access to my checking account. On the third day I've maxed out my AMEX card and have $30 in cash left. That means I can't afford to stay in my hotel for the night or buy gas for my car - I can only afford to eat at this point. I visited various local check cashing stores to try and cash a check to myself, but they refuse to cash either personal checks or out of state checks (depending on which location I visit). I try to send a Western Union wire to myself, but that's not allowed, so I ask a coworker if she'll let me wire the money to her (keep in mind this is a woman I met 2 day ago, so this is pretty embarrassing). She agrees, but after I go through the process of initiating the wire, Western Union refuses the transfer because my phone number (my iPhone number from AT&T) is "unlisted" so they can't confirm my identity.
At the end of day three I decide to login to TD's online banking and send a message to customer service through that system, to see if it made any difference. My message contained my name, my situation, my account number, my home address and the address I was requesting to have the card mailed to. I made sure to emphasize the urgency of the situation, telling them that after this third day I would be sleeping in my car until I received a replacement card. I got a response 18 hours later saying something along the lines of "Sorry for the inconvenience. We'll be happy to send you a replacement if you reply to us with the following information: Your name, account number, the address you want the card sent to and whether or not you'd like the card overnighted." FOR GODS SAKE MAN - DID YOU EVEN READ THE MESSAGE I JUST SENT YOU? IT LITERALLY CONTAINED ALL OF THE INFORMATION YOU'RE ASKING FOR.
Once again, without losing my temper, I sent a reply with all of the information he asked for, and I received a reply 4 hours later telling me that the replacement request has FINALLY been processed and (this is exact language) "a replacement will be overnighted to you. It should arrive in 2-4 business days." WHAT THE...Since when does "overnight" mean in 2-4 days from now? This message arrived on a Saturday - the original fax was sent on a Tuesday, so the replacement card took 8 days to arrive. All three faxes were sent between Tuesday and Wednesday, and seeing as how the number was 100% correct according to 3 customer service reps, and three different people attempted to send the fax, I have to assume at least one of them went through successfully, yet fulfillment ignored the request. I even put my phone number on all three faxes, noting "If there is any information missing, please call me at XXXX. It is imperative that this is processed immediately due to the urgent nature of the situation."
I'm extremely disappointed in TD Bank at this point. Not only did their system/protocol for "overnighting" replacement cards to an alternative address completely fail, at least one customer service representative had to have lied to me. Either they do have access to the incoming faxes received by fulfillment or they don't. I was told two different things by the 4 representatives that I spoke to. I've also learned that just about every other major bank chain offers some form of wire transfer or overnight fund transfer through their online banking systems (citibank, chase for example), even to other banking institutions - a feature that is painfully lacking at TD. Chase lets you take a picture of a check on your iPhone to deposit it instantly into your account. What does TD have technology-wise that is even close to something like that? If you're on the east coast and looking for a new bank to start an account with avoid TD at all costs. Be smart and get an account at a national chain, so that you don't get screwed over like me when you travel.