TD Bank / misinformation, rudeness, lack of customer service
Thanks to TD Bank's inaccurate information and horrendous customer service through both their call center and e-mail center, I lost a substantial amount of money and had both a vacation and work trip ruined.
I travel often and was recently in Mexico when my TD Bank credit/debit card was taken, leaving me almost totally without funds and stranded in a small town.
I found out that the "toll-free" number provided was not "toll-free" at all (and later discovered, via an e-mail exchange, that TD Bank was aware of this). So, using my last cash, I placed a phone call to report the card gone. Darren, in the Mount Laurel, NJ call center, was extremely rude, told me I was wrong when I told him it was not a toll-free call. I asked to speak to his supervisor. "Jessica" was even worse and told me that there was no other number, nothing she could do, that she couldn't look up my local branch, and that they couldn't transfer money, wire money, or issue a new card in less than 5 to 7 business days. (Most of which was substantially untrue.)
She then reprimanded me for not having someone "just go to Western Union and wire some money."
I tried for two days to reach my local branch (who could have issued a new card immediately). But the line was busy during four tries on Saturday and four tries on Sunday.
Those same days I e-mailed the customer service people on the web site. (And of course, had to wait 24 hours for a reply.) I received an inane reply from a woman named Susan Catanzarite saying that she was "sorry" and telling me that the matter had been forwarded for review. She suggested I call the toll-free number!
Not only that, but when I finally made it home--a story in itself--I found that there were no notes on my account and none of the information had been forwarded.
Since I had no other access to funds (and since the Visa emergency services don't apply to a TD Bank Visa credit/debit card) my trip was ruined. I spent a small fortune in bank fees and phone charges and TD Bank's phone and e-mail service did nothing to respond.
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