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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:25/06/2023

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

    • Initial Complaint

      Date:23/06/2023

      Type:Sales and Advertising 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 has a cellphone app. in the app you can apply for a credit limit increase. per ******* my credit score is VERY GOOD - mid 700's. I was denied twice ** *** ******** ******* as per TD letter's command I called the number TD ordered me to. call center in ***** claims a hard denial because account wasnt open 120 days. I say when is 120 days. call center says July 5. this complaint is because call center is *****. as confirmed by call center and TD credit card statements account was opened Feb 6. that means 120 days is beginning of JUNE NOT JULY. as per TD denials attached the second one is dated JUNE 7 so more than 120 days after TD opened account. since TD is ***** on the phone at the number they order me to call in their letters, (call center cannot explain the number on the letters since some other department writes the letters so he has no idea why I call him). so 1) why would TD accept applications through my account in the TD app and hit my credit score if they are just going to deny within 120 days of account opening - why let me apply in the first place, 2) I want to know the real reason for the second denial since it was after 120 days, 3) I want them to admit their call center lied and that July 5 is NOT 120 days after Feb 6 it is like 150

    • Initial Complaint

      Date:19/06/2023

      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.

      ** ****** *** * went to TD bank located at *** **** **** *** ******* ** *** *** on June 2, 2023. ** ****** **** *** ***** ******* **** *** *** ** * ******* Due to *** expired debit card, a manager looked at *** account history and started asking questions to verify that it was indeed ** ******** account. The manager asked about a cheque written out more than a year ago. ******** ** explained that the cheque was legitimate, the manager froze ** ******** account and escalated to * ****** fraud department. The manager told us that there was nothing for us to do about this (NO ONE TO TALK TO OR A NUMBER TO CALL), but to wait until someone from that department to call ** ******** **** to unfreeze *** account. The manager told us to leave the branch because no one (including easyline) wanted to talk to us anymore and we should expect a call within two business days. *** ****** ****** ** ** **** ******** ******* *** *** *** not had an access to *** **** ****** ***** for over 2 weeks. *** *** ******* *** ***** **** ** *** **** *** ***** ** *** **** *** ** *** ****** Please help *** to resolve this issue as soon as possible. ********* ** ** ********* **** *********** ** ****** * ****** ********* *********** ** ****** ********** ** ** ******** ** ** *** ***** *** * **** ** *** ***** **** to expect a call to make its customers leave, ** *** **** ***** ** ** ***** ****** *** * ******** ** ***** *** ** **** * ******** ****** ***** ******** *** ****** ***** *** * **** ***** Please help *** get a contact from that department as soon as possible so that *** can unfreeze *** account.
      Thank you very much.

    • Initial Complaint

      Date:25/04/2023

      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.
      Good afternoon,

      My complaint is regarding a recent interaction with TD Canada Trust.

      A few days ago, and for the first time mind you, I deposited a check worth several thousand dollars using the TD app's deposit check function. Following the pictures and before approving the final step of the process, TD indicated that there would be an immediate release of 2000$ and a hold on the rest for the 4 business days. After a brief consideration, I proceeded. I already had a balance of a couple of thousand and with the immediate release of the check in question, I saw no problem taking care of my everyday needs, as well as an upcoming deposit I would have to place for an apartment for a summer placement. (The need for a quick deposit was in fact the reason I was given the check in the first place.) Unfortunately, not only was the balance of the check frozen, but the entirety of my checking account. This already put a strain on my timeline to secure lodgings as well as food but having no access to funds during my law school exams is a stress I did not need.

      I contacted TD to resolve the issue with no success. Their main line was unable to address the hold and more importantly when they transferred me to a department only to have me wait on the phone for an excess of an hour and forty-five minutes. This entire situation has put an excessive strain on my ability to focus during the time when I need it most. Thank you very much for your time and attention in this matter and I remain available for any questions you might have.

      Cordially,

      ********* ******* **********

    • Initial Complaint

      Date:24/04/2023

      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.
      Very recently I received a letter, in French, from TD ****. The letter indicated that my newly approved TD **** was to arrive soon. The letter contained a hidden password.
      Firstly, I have never done any business with TD - no account of any sort, mortgage or other loan, ever. Secondly, I have never applied for a credit card with the TD Bank.

      After receiving the letter with the pin number, the next day I went to a Branch of TD, ********* *** ****** ****, to further understand why I would receive this letter. The manager suggested that I had been targeted for ID theft. She would make a report with **** and cancel the card. I was asked for some personal information but the tel number on their system was apparently different from mine. I was not asked to verify my identity.

      The next day I received from TD **** **** ******** ** ** the Credit Card. I took the first letter and unopened envelope with the Credit Card to another TD branch, one that is closer to my home address. The teller after consulting someone assured me that there would be no problem and I wasn't to worry.
      The teller retained the letter and envelope containing the credit card. Since the CC and PIN letter was sent to my home address, * *** **** ******* **** ** ***** ******* ** ***** ** ****** ****** ***** ** * **** ******* ** ** ******* **** ** *** ******* *** *********** ****** ****** * ***** **** ********** ***** ********* ** *** *********** ** *** ** **** ******** ******* ** **** ** ***** **** *** **** ******* ** ******* ****** ** *** ********** **** * ** *** ****** ** ******** ******** ***** ** ****** ****** ** ************

    • Initial Complaint

      Date:06/04/2023

      Type:Service or Repair 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.
      Claim ID number: 1957487

      Feb 28th, 2023, 6:56 am, 41 min call. After being notified via text of suspicious activity on my credit card, I learned that four fraudulent transactions had been made on my TD ****. One was blocked, but the other three weren't, totalling $791. A TD agent opened and submitted a claim; I received a text notification that an update would be provided in 10-20 business days.

      Mar 27th, 2023, 5:28 pm, 52 min call with one TD agent + secure chat + 6:58 pm, 31 min with another TD agent— After 30 days and no update or reimbursement, I spoke with a TD agent who eventually transferred me to the Claims Department. An automated message told me all representatives were unavailable and ended the call. I tried five more times without success. A secure chat agent told me the claim was submitted incorrectly and never processed and that I needed to call the loss prevention team. After calling loss prevention, I learned that my initial claim was presented as a no-fraud claim and was closed at the same time it was opened, hence why TD never provided an update. The agent confirmed that a TD agent had submitted the claim incorrectly; she re-opened and re-submitted it and apologized for the situation. She informed me that her supervisor had approved a rush request and that I would receive a response within 5-7 business days.

      April 6th, 2023: 9 business days later, no reimbursement and no update from TD. At 09:59, I spent 2 hrs and 26 min on the phone, speaking with three TD agents. I was told by a supervisor that the previous agent didn't leave notes re a 'rush request,' that claims are processed by volume and that I need to wait the full 10-20 business days—TD Complaint ref#********.

      Over 5 hours on the phone and online speaking with 7 TD agents, I've been misled and misinformed; received various explanations that don't align. *** ***** ** **** ************** ***** I want to be reimbursed $791 + interest for the fraud charges.

      Customer Answer

      Date: 03/05/2023

      Hello,
      I've heard from TD Canada Trust; they've provided a satisfactory resolution, and the complaint can be closed. 
      Thank you,

    • Initial Complaint

      Date:14/03/2023

      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.
      The following is a submission regarding a purchase made with ***** ****** I submitted a dispute regarding a charge in my bank account. After three weeks, I called in to get an update, and the representative said the claim was closed because the claim wasn’t filled out. They also told me that the claim was “CLOSED”, but a new claim was “AUTOCORRECTED” and was opened under a new number. The old number was ******* and the new number was *******. They had no clue whatsoever what is going on and how to help. They said I could submit a new one. But they didn’t have an update. They said I could try calling the dispute line. I tried various times calling and waiting over 90 mintues each time, but nobody answered the phone. ******** **** ** * *********** ******* ** ******* * ******** * ***** **** ** **** ** *********** ** **** * **** ********* ******* ******* ****** * **** ***** **** ***** * ******* ** * ***** **** ** **** ** *********** ** **** *** ** ****** ****** *** * ***** ** ******** **** ** *** ** **** ** *** **** ** ******** ******* ** ** ******** **** * ********** ******* **** *********** **** ****** ************ ** *** ****** * **** ******** *** ***** *** ** ******* ** * **** **** *** **** closing disputes without investigating and despite opening now multiple disputes, nothing is being investigated. * ** * ************ ********** *** ** ******** ** ***** ****** *** *** ********** ******** * * ******* ******** * * ****** **** ** **** ******* ******** * * ******** ****** ******** * * original Dispute filed with TD that they said was not filled out correctly.
      Kind regards,

    • Initial Complaint

      Date:13/01/2023

      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.
      After some of my information was leaked out either by one of the following as they all happened around the same time, a lost phone/wallet, by two text messages from TD that I replied too or debit card fraud I noticed that I had a bunch of E-Transfers to a merchant I had no contact with so I filed a complaint with TD Bank. The total was $3335.00. I disputed the charges and notified TD this was not me and after some digging on ****** found out that this email address was related to the same merchant on the original charges to the account. They took down all information and advised that since it was related to the original dispute they would complete their process and within 14 days I would have the funds. It has been **** dealing with TD since then. They denied my claim, I gave them proof and information including a letter from the merchant that says my information was leaked in their system, they committed to reversing the funds with the proof as long as all steps such as card replacement were done and now declined their commitment. I have sent out emails, phone calls, secure online messages for months and they never get back to me. I have left voicemails with the Fraud department (only option) and they never get back to me. The merchant is located in the USA and I am in Canada ***** ***** **** ** ******* * ** ****** **** **** ** * ** ******** *** **** ***** ****** ** **** ******* **** **** ** * ****** ******** ***** ****** * **** ** ** ***** ******** **** ******* ** ********** ******* *** * *** ***** ****** **** **** ** ******* * **** *** ** **** ********** *** ****** ******* ** **** ** ******

    • Initial Complaint

      Date:05/01/2023

      Type:Order 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.
      hello - i opened a td ******** inifinute ****  in august 2022. on nov 7 (i have the recorded phone call) i inquired about the 20,000 aniversary td ******** point bonus which i was unsure about - i was told on the phone that the 20,000 points ******** points would be applied after meeting 7500$ on my **** - NOT after 12 months of the account being opened! i specifically asked this on the phone call *** ******** * *** ******** ** ***** ****** - i accepted their advice. i have spent money on that card to meet that requirement and now they say they are not going to apply the points.

      i have the nov 7 phone call where THEY TELL ME ON THE PHONE. and i have the phone call in december where i asked about this AGAIN and they eventually told me it would be applied to the next statement.

      TD has no problems holding their customers to contracts - put the points on the card like you said. ******* *** **** **** * ******* *** ***** ** ***. * ** ****** **** **** **** *** ** **** *** ** ****** ***** **** ***** ***** ***** * ****** **** ** ***** ** **** **** ** **** * **** ****** *** ***** ** **** **** **** * **** *** ***** **** *******  
      thanks
      *******

    • Initial Complaint

      Date:28/12/2022

      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 seeking your help, as I would like to file a dispute regarding all the unauthorized transactions to my debit card under TD Cadana Trust. I noticed there are some unauthorized charges to my debit bank account. I have filed this complaint to the concerned bank as my first step.


      In late November 2022, I filed a complaint to my bank, that there are some fraudulent transactions in my account amounting to $7,609.65 in Canada Currency. Based on their decision, all transactions are valid. I understand that every cardholder is responsible to protect every detail of their card; however, in this unfortunate event, I lost my card and somebody used it for crypto investment (***********. I am requesting for the bank to do a further investigation and reserve back the amount to my debit card.

    TD Bank Financial Group is NOT a BBB Accredited Business.

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