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Business Profile

Bank

TD Bank Financial Group

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for TD Bank Financial Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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TD Bank Financial Group has 271 locations, listed below.

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    Customer Complaints Summary

    • 181 total complaints in the last 3 years.
    • 57 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:22/01/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      * ** ******* ********* ** **** ***** ********** *** ************* ********** My ordeal began on October 2, 2024, when fraudulent transactions totaling over $6,500 were charged to my account by *******, ****** ********, and ****. Despite having overdraft protection turned off, TD allowed my account to overdraft and charged over $1,000 in fees.

      I immediately reported these transactions as fraud. The charges, made in the U.S., bypassed two-factor authentication, which should have prevented this. TD agents ****** *** falsely claiming these were PIN transactions, though I later confirmed they were online—no PIN involved.

      After my fraud report, TD took nine days to investigate before instructing me to contact the merchants myself. Only **** partially reversed a charge before recharging me. In November, TD canceled my fraud claim and reclassified it as a dispute due to my merchant contact—per their instructions! The dispute team then rejected it as not a dispute, wasting months of my time and causing immense frustration.

      TD communicated only via mail during the ****** **** strike, despite my repeated requests for email or calls. I never received a claim number, and TD closed my case for “lack of information.” Their final decision cited “authorized party had PIN access,” which was factually incorrect.

      In an effort to resolve this, I filed two additional complaints: Ref#******** and Ref#********, but I still couldn’t get clear answers. TD’s ********** forced me to contact merchants and file a police report, only to have my valid claim unjustly denied. **** ******** ********* ******* *** ****** *********** ********* *** ********* ********* 
      I demand this claim be revisited and resolved ******, with direct responses via email or phone to avoid further delays caused by mail.

    • Initial Complaint

      Date:07/01/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      All my ****** returns over 100 Dollars CAD are not there in my account they won’t dispute or look into it.

    • Initial Complaint

      Date:23/12/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Basically we were receiving the money from out partner ** ****** for last several years with the same name of the Company ( ********* ****** **********) ( ******* **** ) and out TD bank number is the same.This time they refused the money because didn't have ( inc. ) in the name and send money back to the sender..but sender NEVER received the money and they were not aware of the situation.We did contact the bank and and it look like 25 000US dollars is gone because bank refuse to tell us were or do they have ANY confirmation so we can trace money. stonewalled on every level
      We did failed complain with TD Bank but besides that no response Response was from
      ******** ******* ************** I Intake Officer Senior Customer Complaints Office I ** **** ***** ** ******* **** *** ** ******** ** *** *** ** ************** * ** ************** * ** **************

    • Initial Complaint

      Date:18/12/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Oct 29 2024 I had an appointment with the TD branch about my upcoming mortgage renewal. The representative assured me that he would get back to me with a competitive mortgage rate. I did not hear from him and in the meantime got a rate from another bank and tried to contact the representative to see if he can match the offer or if he has an offer for me. After calling several times I sent them an email on Nov 14 2024. I did not hear back from them and called the branch on Nov 19 2024. The person booked a phone appointment for me with a 2nd representative for Nov 20 2024. I got an automated email that the appointment was booked but did not receive a call. The next day I called again and was advised that the representative would call me back by the end of day. I did not receive a callback. Following day I spoke to a 3rd person and she promised to look into this for me and asked me to send her an email. This was sent on Nov 23 2024, again no response. I went to the branch on Nov 29 2024 and spoke with a manager. She said she would look into, that same day I got an email from the 1st representative that he was looking into the matter and would get back to me. I followed up again with this person but no response and on Dec 11 2024 went to the branch and spoke with a 2nd manager. He looked up my profile and said that there were 2 rates available for me but now have expired and would not be able to extend those to me. This was not my fault, it was the banks issue and now mortgage has expired and rolled over to the higher interest rate.
      I would like *** *** to **** ** get the rate I had on my account but was not communicated to me. I would also like TD to refund the difference between the higher interest rate and the rate I should have been offered.

    • Initial Complaint

      Date:18/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Recently Td bank detected fraud detection on my debit card, against what I had wanted, I was made to change access cards but was constantly reassured that everything would stay the same and no further inconvenience would be incurred due to this. That was not the case. I was not made aware of, informed, or was any kind of communication made to me to inform me that my debit card would now be a cash card, causing me to not be able to make any deposits unless inside at a teller. I was unaware of this. On December 16th 2024, I had tried to make a deposit of cash at a Td branch bank atm and the cash was rejected. My auto insurance later then was withdrawn from my account leaving my account in the negatives. After several phone calls I was told ultimately that even though this “inconvenience “ could cause me to lose my auto insurance, they were sorry and were unable to do anything unless I went into the branch. Which did not in anyway shape or form help me or resolve the issue of the possibility of my payment being bounced, further fees being insured *** **** ******** *** ****** ***** *** ** ** ** I rely on my vehicle for my work, * ** * ******** ******* and auto insurance ***** **** **** it’s a necessity. This inconvenience “ as they said, could cost me higher insurance rates for years going forward, it could cause me to have to find another company and go without until I do, all because I was not made aware of what they had done, which I would have thought was there job entirely. I was offered no resolution, no compensation no exception and if Td thinks a letter of apology will be satisfactory they are largely mistaken. This is ********** *** unacceptable on every level.

    • Initial Complaint

      Date:16/12/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to file a formal complaint against TD Credits regarding inaccurate and unfair derogatory reporting on my credit report despite having paid my account in full, as instructed by the company.I have been a customer of TD Credits and have always made a concerted effort to manage my account responsibly. I was informed by a TD Credits representative that if I paid my bill in full, it would resolve the outstanding balance and that this would reflect positively on my credit report. Based on this assurance, I promptly paid the full amount of $1066 in October 2023. Despite this payment, I have discovered that my credit report still reflects a derogatory mark related to this account, which is negatively impacting my credit score and financial well-being. * **** **** ****** * ***** ******** ******* **** ******

    • Initial Complaint

      Date:09/12/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *** **** **** ****** ** ** *** ***** ******* ** ***** **** **** * ******* ******* ** *** ****** *** *** ******* *****

      I have a chequing /savings account with TD Canada Trust. I use the account to pay 2 bills, my phone bill & Credit card bill.

      When I went to deposit money into my account, (to pay my bill) my account was in the negatives, due me having a $30 a month account fee, due to the "TD All-Inclusive Banking Plan" Something I did not know or would EVER want, nor did I realize it was draining my account, to the tune of $360 a year.

      I was under the impression that I had monthly fees like any normal individual, if you drop below a certain threshold, you pay a reasonable service fee around $3 or $4 a month, not 10x that amount.

      I never overdraft my account, this account went into negative solely from this high monthly fee of $30, and now swallowed up the money I deposited in, preventing me from making my basic monthly payments to my phone and credit card.

      Why would I have been given their highest-end account, that waives higher-end credit card fees, when the same bank wouldn't approve me for their lowest-end basic credit card to begin with?

      As I went through a few people over the phone at TD, along with a manager, it seems I'm being given the run-around, *** *** ** *** ******** ** a customer service agent (that helped me switch my account to normal), ********* **** **** *********** ** ** ********* *** **** **** ******* ** ************ ********* *** ******** ***** ** ********* ** *** ********* ********* *** ********** ********** ********* **** ******* ***

      I only use this account to make automated payments, so I was not tracking any ********** activity on it, nor did I realize it was being drained monthly by the bank itself, to the tune of $30 a month.

      * *** ******* **** ********** ** **** ********* ******** *******.

      Please and Thank you.

    • Initial Complaint

      Date:21/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      So i kept getting charges i never seen before i rarely checked my account so i didnt notice for a few months and they credited me back it but they didnt stop the charges and they immediately continued for 5 more months which i called when i found back out to dispute again which they credited back but then they removed the credit and im getting no information back from them along with this i submitted all my proof of me being a student for them to deny my student account with no explination of whats wrong i litterlly sent them my official confermation of enrollment overall i am getting nowhwre with this company and they are ******** ** at this point by saying one thing but doing another iv been with them for 20 years **** **** ** *** ***** ***** **

    • Initial Complaint

      Date:21/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      TD claim *************** for $621.49 CAD

      I contacted ******* September 28 2024 to cancel subscription, The subscription started on September 25 2024. So 3 days after. It was a free trial that auto-renewed into a full year subscription at 621.49.

      I started a claim with TD to dispute the charges on my credit card after merchant kept on promising refund and never giving any timeline or tangible update after 6 weeks.

      TD asks for more info. I called TD right away and the agent said I only have 2 options that allows me to obtain the refund. it was either proof of refund promise from vendor in writing or official terms and conditions citing my qualifications for refund. The TD agent was very clear that I only needed one of those documents to proceed with claim. I was assured I did not need both documents. So I showed the TD agent to ****************************************** where it explicitly says I would qualify for refund in my situation. The agent agreed after reading through the entire section together. So he updated my claim with this new info.

      TD now informs me I also need the proof of refund promise from the vendor. simply the terms isn't sufficient anymore. TD claims that merchant has responded with their a copy and pasted terms and conditions with zero explanation on what or which part pertains to my rejection. TD would not explain how I lost the case. TD would only repeat how merchant rejected my claim and is unable to tell me why. So whatever the merchant says goes in this case, * **** *** ******* ** ***** **** despite what the words say in black and white on their own website for refund. ** ***** *** *** ********** *** * **** *** **** *** ** **** ********* ** ******* ** ** *** **** ****** ** ******* *** *********** *** * ***** *** ******* *** ** **** ********* **** ****** * *** *** ******* ** **** **** ****** ** ***** ***** ** **** ***** **** ******* *** ***** ** ** ****** ****** *** **** ******* *** ******** ****** ***** **** ******** **** ***

    • Initial Complaint

      Date:19/11/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Saturday November 16 I went to TD bank located at ** ***** ******, Toronto, M6K 3N7 to make an international transaction of $1,000.00 but ATM gave me my card back, the receipt but not the money. Immediately I reported to the bank manager and the only answer he gave me it was that he didn’t know what happened because it was a new ATM. I went home thinking that the transaction didn’t go through and planning to go back on Monday 18. It really shocked me when I received the confirmation via email, as usual, of the transaction of the money withdrawal from the bank in Chile money that I didn’t get it here at TD bank.

      I went back to TD bank on Monday November 18 and the answer was that they can’t do anything here until the bank in Chile start an investigation what it is totally absurd due to the fact that the TD bank here withdrew the money from my account in Chile what I never got it here what it means that TD bank has my money and they refuse to give it to me.
      * ** * ** ***** **** I need my money *** * ** ****** ** *** please to help me to recover my money that the TD bank is holding.

      I have copy of the statement showing the transaction and copy of the confirmation via email.
      ******** **** * ****** ******* ******** ****** ** *** ******** ** **** * ***** *** ***** *** ** ***** ***** ***** *** ********* ******************** *

      Customer Answer

      Date: 16/12/2024

      ******** *** ******* ***** complaint has been resolved.

    TD Bank Financial Group is NOT a BBB Accredited Business.

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