Complaints

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

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  TD Bank

  10 Great Falls Plz Auburn, ME 04210-5915

• 

  TD Bank

  6 Main St Granville, NY 12832-1104

• 

  TD Bank

  75 Rockefeller Plz New York, NY 10019-6908

• 

  TD Retail Card Services

  3221 Route 27 Franklin Park, NJ 08823

• 

  TD Retail Card Services

  688 Paramus Rd Paramus, NJ 07652-1768

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.

• Initial Complaint

  Date:04/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 formally express my serious dissatisfaction regarding the handling of a mortgage account I have assumed.After taking over the payment responsibilities, I promptly began making the necessary principal and interest payments once the original funding account was depleted. Admittedly, during the transition period, one or two payments may have been missed. However, since that time, I have consistently paid the full principal and interest amounts and in many cases, paid beyond what was due.Despite this, TD Bank has continued to assess late fees for six consecutive months. Even more troubling, late fees are being charged not only for alleged late payments but also compounding on prior late fees this, even when the principal and interest obligations were fully satisfied. This practice is fundamentally unfair and appears punitive.Adding to the frustration, TD Bank provides no online banking access for mortgage accounts no statements, no account balances, and no convenient payment methods. All communications continued to be sent to the original mortgage holders address, to which I had no access, leaving me completely uninformed about statements or account status.I have raised these concerns multiple times with TD Bank representatives, who have acknowledged the validity of my points. Nevertheless, TD Bank has refused to waive more than a single late fee, despite acknowledging the systemic and communication issues that contributed to this ************ is extremely disappointing to be penalized in this manner when I have acted in good faith and fulfilled the payment obligations in full. I expect TD Bank to take responsibility for the confusion and lack of transparency it has caused and to waive all unjust late fees accordingly.

  Business Response

  Date: 05/07/2025

  Good afternoon, 

  Please see the attached BBB written response. 

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

  Thank you to TD Bank and to Hope for providing a response to my complaint.
  
  Based on the explanation provided, it appears that the payments due in November 2024, December 2024, and January 2025 were not received on time. A lump sum payment of $16,033.36 was subsequently made in February 2025, which should have been sufficient to cover the outstanding balances for those three months plus February 2025, including interest and principal.
  
  However, it seems that TD Bank applied a portion of this lump sum payment to late fees before applying the remainder to the actual loan payments. As a result, additional late fees may have been triggered unnecessarily. Given the circumstances, I believe that no more than three late fees should reasonably be assessedone each for the missed months of November, December, and January. Instead, I have been charged six late fees, which I believe is excessive and unfair under the circumstances.
  
  Additionally, I must emphasize the ongoing difficulty Ive experienced in obtaining accurate and timely account information. The online system does not provide full payment breakdowns or offer functionality to make certain payments. TD Bank retail branches have been unable to assist me, and customer service representatives have given me conflicting information on multiple occasions. This lack of transparency and access has made it nearly impossible to manage the account effectively.
  
  I respectfully request that TD Bank review and reverse the excessive late fees applied beyond the three months in question. Its my understanding that TD Bank offers a one-time courtesy waiver of a late fee over the life of the loan. In total, at least four late fees could reasonably be waived or credited back under these circumstances.  I sincerely hope that TD Bank will consider waiving the remaining two late fees in light of the unfortunate circumstances. Since taking over the payments in early 2025, I have made every effort to bring the account current and remain committed to making full, timely monthly payments going forward.
  
  Regards,

  A

   

   

  Business Response

  Date: 05/16/2025

  Good day. Please see the attached interim letter while these additional concerns are investigated. A full response will be provided once the investigation is complete. Thank you, 

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Got scammed and money was sent to a TD bank account. TD refuses to give me my money back even though the money hadnt been touched by the receiver.

  Business Response

  Date: 04/28/2025

  Good afternoon, 

  Please see the attached BBB written response. 

  Thank you, 

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 formally dispute the account listed under account number TDRC/ASHLDUF - *****************, which appears on my credit report. This account was opened without my authorization and is the result of fraudulent activity. I have no knowledge of this account, nor did I apply for or consent to any agreement with TDRCS/STASH.Pursuant to the Fair Debt Collection Practices Act, specifically 15 U.S.C. 1692g, I am exercising my right to request validation of this alleged debt. I have not received any documentation, such as a signed contract or a court judgment, that substantiates the validity of this account or proves that I am legally obligated to repay it.Without a legitimate, binding agreement bearing my signature, this account is not valid and should not be associated with my credit profile. Therefore, I request the immediate removal of this fraudulent account from my credit report and an immediate cessation of any collection efforts.If you are unable to provide full and proper validation within 30 days of receiving this notice, you are legally required to delete this account from my credit file and cease all further collection actions.Please confirm receipt of this letter and provide written confirmation of the steps you will take to address this matter.

  Business Response

  Date: 05/02/2025

  Good day. Please see the attached interim letter while these concerns are investigated. A full response will be provided once the investigation is complete. Thank you, 

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 deposited a check from my health insurance company using mobile deposit, which advertises that money is typically available the next business day. However, TD Bank issued a 6 business day hold on the check.The hold being placed was not unusual and is within their legal right, though it is worth noting that I have deposited a multitude of checks previously and none of them have been fraudulent. However, what had changed from previous instances is the process and timeline for resolving the hold.Previously, as recently as June 2024, a customer could speak with the fraud department (at any hour) on the phone, answer questions verifying that the source of the check is known and reliable, and the fraud department agent would be able to electronically submit for the hold to be removed automatically and immediately. This time, the agent informed me that they could only submit a manual request that would be reviewed by specialists during specified business hours. They could not articulate the circumstances or guidelines under which the request would be approved or denied. They could not provide a timeline for it being approved or denied. They could not inform me when the procedure had been changed. Staff members denied a change had been made at all. They could not cancel the deposit. This represents a significant alteration in policy and procedure. As I had an imminent need for the money, I would have made different decisions regarding my deposit had I known this change had occurred, such as working with a local branch to deposit it in-person the next day or having it cashed. I am considering canceling my account, but cannot until the check has cleared.I am most concerned about the lack of communication from TD Bank about the change in their procedures, as well as removing fraud department agents ability to take immediate action to assist customers particularly those without a record of fraudulent or problematic activity on their accounts.

  Business Response

  Date: 04/28/2025

  Good afternoon, 

  Please see the attached BBB written response. 

  Thank you, 

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 request that TD Auto Finance validate the alleged debt associated with my name, as is my right under 15 USC 1692g of the Fair Debt Collection Practices Act (FDCPA). I am not refusing to pay this debtI simply want to make sure it is valid and accurate.Until your company provides proper validation, I am asking that all collection efforts stop, including any reporting to credit agencies. I have also attached a Cease and Desist order, which is effective immediately.If you fail to respond within 30 days, I will expect the debt to be removed from my credit report. Any continued attempts to collect or furnish unverified information may be considered a violation of my rights under both federal and state laws, and I will take legal action if necessary.Thank you for your attention to this matter.

  Business Response

  Date: 04/29/2025

  Good afternoon, 

  Please see the attached BBB written response. 

   

  Thank you, 

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 request that TD Auto Finance validate the alleged debt associated with my name, as is my right under 15 USC 1692g of the Fair Debt Collection Practices Act (FDCPA). I am not refusing to pay this debtI simply want to make sure it is valid and accurate.Until your company provides proper validation, I am asking that all collection efforts stop, including any reporting to credit agencies. I have also attached a Cease and Desist order, which is effective immediately.If you fail to respond within 30 days, I will expect the debt to be removed from my credit report. Any continued attempts to collect or furnish unverified information may be considered a violation of my rights under both federal and state laws, and I will take legal action if necessary.Thank you for your attention to this matter.

  Business Response

  Date: 04/29/2025

  Good afternoon, 

  Please see the attached BBB written response. 

  Thank you, 

• Initial Complaint

  Date:04/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They are not honest about why we are being charged for certain things they tells us credits are applied and never do, one employee will tell us something and the next one will say thats not how things are done. Nobody at the company is honest, they will call 7 times a day if you are even 1 day past due and make up lies about whats owed on the account, they lie on the phone to me after my wife just talked to them and say they didnt say that. They need to be investigated for fraud and lying to customers.

  Business Response

  Date: 04/28/2025

  Good day. Please see the attached interim letter while these concerns are investigated. A full response will be provided once the investigation is complete. Thank you, 

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 opened a TD business checking in the Fall, 2024. I was in the branch nearly 2 hours, as she had never opened a sole proprietorship. Skylar, apologized numerous times,I returned home, and the next morning went to enroll online. My username was invalid, and I had a folder of disclaimers, with no account information ************ banking managed to complete this, but I found my debit card was frozen the next week. This was the start of three freezes, that lasted approximately 2 weeks I received no call, no email, nor any letter. I emailed several times, and left a voicemail on the first freeze. Finally, I connected with her, and was told she needed my seller user name on *****I provided it, and for awhile I was ok.The second instance of a freeze was for social media. I am a new business, and do not use other platforms, than ****, due to the ***** bank hack. At this time I got the **** involved, and TD had **** **** contact me, as a third freeze occurred. We had a friendly conversation, and the bank wanted my seller information. They could have found me out of the other 59 by entering a zip code.I quit using my debit card, required for the promo, the beginning of December. On the last decline, I was tired of the embarrassment. After **** called in the middle of December, I acquired viral pneumonia I did not receive the promo because of % of completions in 90 days. I reached out to ****, whom had suggested I call, or email him if he could assist me.He had A.J. call from the *********. branch. Then on 04/14, online enrolled me in voice print id, which now locked me out of my accounts. I called small business support (****), whom tried to get through to **** x3.Account still ******** concerns. ** should have advertised the promo for established businesses, or failing that, have a checklist, instead of all of the nonsense that I went through. They should have give me additional time. All the voicemails/emails to Skylar not returned, save one.

  Business Response

  Date: 04/28/2025

  Good day. Please see the attached interim letter while these concerns are investigated. A full response will be provided once the investigation is complete. Thank you, 

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 not able to update phone number on security setting because I lost my previous phone number. I stopped by a branch to update my new phone number but my security setting still having previous number. This caused me not able to login to app. I called them per instruction and they said they cannot do it but to stop by a branch. It looks like neither branch and phone-based customer service can help me to solve this issue. I'd like TD bank to provide a solution to fix the issue.

  Business Response

  Date: 04/25/2025

  Good day. Please see the attached letter. Thank you, 

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 account was hacked through an online gambling app and as soon as I noticed I contacted the merchant and they locked and blocked my account and told me to advise my bank of the charge/charges I wanted to dispute. I have not reopened this online gambling account and I notified TD bank of the transaction of $135. They did a provisional credit and then reversed it again. Its a shame I have had to go through this again with this bank and I plan on leaving. My hard working money and I cant even rely on my bank to help when my account has been hacked. I did everything I was told to do notified the merchant and my bank and still have this money taken from me

  Business Response

  Date: 04/28/2025

  Good afternoon, 

  Please see the attached BBB written response. 

  Thank you,