ComplaintsforTD Bank Financial Group
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Complaint Details
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Initial Complaint
02/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On November 1-2 I contacted TD as I was having on-going issues with a company (Applecash) taking out money not as per our contract. Stop payment had to be issued on my account but due to this company changing their name to withdrawal money from my account, I had to dispute numerous charges. During this time, TD pulled money from my saving's account to cover the difference, I was moving at that time and had spent over an hour on the phone with a supervisor who reviewed the calls I made with agent's previously as the request I made to NOT have money moved and/or taken from my savings account be stopped who ensured me this was noted on my account and wouldn't happen again. Recently on December 21, 2023 I noticed this happened again due to a stop payment not being properly placed on my account (which was my fault due to not knowing the proper name or $) I asked the represenitive why this is happening as we put a stop on TD removing money from my savings account to cover expenses, who kept stating there was nothing on file and couldn't assist me at understanding my concern. I was asked to be transferred to a supervisor at this time, oddly, I was disconnected from the call - This was made at 9:45pm for 8 minutes. I'm not impressed that I have to constantly deal with TD regarding how my money is managed. The money in my saving's account was for my rent, which is set aside to ensure I have the funds to pay, as also happened on November 1st, I almost couldn't move in because money was pulled from my savings account. I would like someone to look into this and be reimbursed for this as this is an ONGOING issue with TD, I should not have to worry about how MY money is being managed with a bank. Considering, if i had the funds I would move it to that account to cover the expenses. I'm at the point of changing banks.Business response
22/02/2024
TD is attempting to contact this person directly in order to resolve their concern.Initial Complaint
02/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have contacted TD bank to file an appeal for my Access Card Fraud Claim which the bank has denied without looking at the supporting documents/evidence. My case has been passed around in several departments within TD and no resolution. All except one emails I received from the bank were automated replies. I am very disappointed and frustrated with TD bank’s fraud investigation process. Below is the detail of the incidence- On December 6, I was tricked into sending funds (CAD$400) to a fraudulent recipient (****** ***) who posted a cardholder for sale, which I planned to gift to my husband for Xmas, on the ****** ****** *** * **** * ****** ******* ******** group. As soon as I found out it was a scam, I contacted TD bank and filed an Access Card Fraud Claim on December 8 along with a police report (report no. 23-916961) from the Edmonton Police Service. I also filed a report with the CAFC (report no. **********). On December 21, I received an email from TD denying my claim. Reasons for TD’s decision was that “ Our findings indicate that the individual responsible had access to financial information you are responsible for protecting. As part of your obligations under the terms of your product agreement, you are responsible for exercising due diligence in protecting your card, account information and the confidentiality of your PIN, as well as any devices and credentials you may use to access electronic financial services.” TD bank made me feel that I was totally at fault and responsible for this charge because I authorized the transaction even though I was tricked into sending funds to the fraudulent recipient. On December 22, I contacted the TD bank fraud department (phone number indicated on the reject letter:###-###-####) asking for an appeal and an email address that I could send more information and evidences to support my claim. Day passed by, I haven’t gotten an email address from the bank.Initial Complaint
31/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On October 5, 2023 I called TD to report a stolen card and file a fraud claim. My wallet was stolen. The operator asked if I would like a new card sent to my address. I said yes. My access card was then frozen, and I have been unable to access any of money. Not even through online banking. After waiting 14 business days (about 3 weeks) on October 26, 2023 I called again to ask if my card was sent. The operator then said no, and that they are not authorized to do so. I had received no notification or been told at all that I would not receive it. So, I had been waiting for it to come in the mail while I could have tried to figure out another solution for what I was unaware was unresolved. Not having access to my money has caused me a multitude of inconveniences. I need money to get my new ID and health care (they were inside my wallet that was stolen), I wasn’t able to buy myself food, my phone is now going to be cancelled because I am unable to make online payments, etc. All because of this miscommunication that could have easily been avoided. I should not have been lead to believe and given hope about that something that was not going to happen. * **** **** ******** *** ********** ** **** *********** **** ***** *** ****** * ****** *** * ***** ********* *** ***** ***** * **** **** ******** ** *** ********Initial Complaint
16/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I had been charged for Balance Protection Insurance on my credit card for over 7 years. For the longest time I thought this was mandatory, until I decided to ****** what it was and learned it was optional coverage. After some research, I saw that there were several articles about how banks had been signing people up for it with no consent. Once I saw that, I realized I did not remember ever agreeing to sign up for the protection myself. I reached out to ******** (a company that works with TD to coordinate the balance protection) to cancel the service and request a refund for what I had been charged for this service. The agent cancelled it for me and opened an investigation so their team could look into their records to see if I had in fact opted in. In total, I had been charged nearly $1,700 to my credit card. This amount also accrued interest over this time which led to further charges. A couple days later I received a letter saying my request for refund was denied and that their records showed I had opted in and received a Welcome Package on how I could opt out. As mentioned, I have no recollection of ever agreeing to this and never received a Welcome Package like they say. On the letter I received, there was a phone number listed for me to call if I had any inquiries about my claim. I wanted to talk to someone who could provide proof of me opting in, so I gave the number a call and it went straight to voicemail. The answering machine stated that an agent would be in touch in 2-3 business days. That was back in August and I have not heard back. I have left multiple messages requesting a call, but to no luck. I’ve tried calling TD to resolve this, but they tell me I need to speak with ********. I try calling ******** and they say they can’t look into the records for me and tell me to try the number on the letter, but like I said. No one ever picks up. * **** **** **** ** * **** *** ***** *** ** ***** ******** so your help is appreciatedInitial Complaint
02/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
In mid August an amount was accidentally transferred to my TD rewards ****. I contacted TD bank to have it rectified as it was supposed to go to the ********* ****. TD Bank took over a month to attempt to address the issue after numerous phone calls. On Friday September 22 they removed the accidental payment from my rewards **** and the money disappeared. I called again and filed a complaint and was contacted Friday September 29 and told it had been rectified and would appear completed by the 30th. I then checked my account on the 30th and saw that they had indeed transferred the money to my td ******** ****. But now they have debited my reward **** the amount the transferred even though that was cash from my line of credit. I am now missing 6733 dollars and being forced to pay back an amount I never borrowed. I want a call from senior management on this issue and want it rectified as it has now been over a month and a half and td has been totally incompetent at rectifying this as it should have been a simple issue to reverse.Initial Complaint
19/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
got the offer to transfer the balance for 12 months at zero interest and got several charges which is not acceptable. I have been with TD for 12 years and they don't want to make it convenientBusiness response
16/10/2023
Attempts were made twice to reach the client. If they would like to follow up on their concern, they can call ***************Initial Complaint
06/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This debt was paid in full back in March 2020. They have reported it as derogatory on my credit report and have destroyed my credit. The balance is zero and I want this removed immediately from my credit report.Initial Complaint
21/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
TD Canada Trust (****) has attached a very large debt to my credit report that does not belong to me. I do not have, nor ever have had, a TD ****. This is a bad debt that was sent to collections, and it is severely affecting my credit score. Attempts to resolve this matter with TD have been unsuccessful. I have demanded this to be removed from my credit report, as it has absolutely nothing to do with me, and yet it still remains. This is *******, and affecting my life very negatively. I am seeking help to have this removed and restore my credit to where it should rightfully be.Initial Complaint
04/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This complaint is against a TD CANADA TRUST BANK , * **** **** * ***** ******* ****** *** ****** ** ***** *** **** ***** ******* ******** ******** ***** ** **** *** I have been through a fiasco with some payments I made on behave of my mother to **** *** ,one for 300 dollars and one for 400 dollars that never made it to its destination and my 700 dollars is in limbo some where leaving me with questions but no answers well I got one answer after 6months through email saying my ******** account had been credited 400 dollars but it was not,so that is 700 dollars that no one seems to know where it went , **** *********** * * *** **** **** ******* * ***** ** **** ****** ***** ** *** * ***** * * ***** ****** ** **** *** **** *** ******* * * *** **** **** **** ** *** **** ***** *to have it back in my account would be greatly appreciated.Initial Complaint
25/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Friday, June 23rd, I received a cheque from my benefits provider (******* ********* Company) in the mail. I attempted to deposit the cheque via mobile deposit on my TD app, but for some reason it did not allow me to deposit and advised me to deposit at an ATM. The app had a notice advising that I would only have access to $2000 dollars of the amount of the cheque until the cheque cleared. I then went to deposit the cheque at my nearest TD ATM ***** ****** **** It was after hours (approx 9pm). Once the cheque was deposited, the ATM also advised me I would only have access to $2000 of the total amount of $ 7190. I then went to purchase an item at the store nearby, and my card was declined. When I called TD, they advised my account would be on hold until July 1st. When I explained that both the mobile app and the ATM said I should have access to $2000 , I was advised it was a system issue and to call back. I also mentioned that I would have had access to overdraft funds (approx $440) before depositing the cheque) I was told that this was also frozen until July 1st. I called back on Sunday, June 25th and was told the same thing by another rep. ** **** ****** * ** *********** I would never have deposited that cheque via ATM if I thought my whole account (including the overdraft I would have had access to before the deposit) would be frozen. There are likely auto withdrawals that will bounce, and I also have to find alternative methods for payment for the remainder of the week. I would like an apology and some sort of access to my funds before July 1st. * ***** **** **** *** *** ******* **** *** ***** **** **** ** ** ******* ** ******** ** * ** ******* ** *** *********** ***** ** *****
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Contact Information
Customer Complaints Summary
190 total complaints in the last 3 years.
78 complaints closed in the last 12 months.