Heather H.

I was a TD customer for over 25 years and I due to my recent experience with TD I made the decision to close my checking and savings accounts and move my funds elsewhere. I also hold a high value TD credit card which I have paid to 0 and will no longer use, I also switched my insurance to a different insurance provider.
Long story short I received a new card in the mail as my old card had expired. I live remotely and my pay cheques are in actual cheque form and living remotely I use the mobile app to deposit my cheques. The new card that was issued to me did not have access to deposit cheques through the mobile app so I proceeded to call the 1800 number their app provided. The representative I spoke to seemed friendly and helpful and said I would have to go to a branch to and explain this to them and they will issue me a new card in person. I made the long drive through the snowy mountains to go to the TD branch (Branch # 9149) in person and when I explained my situation to the teller in person she informed me that she cannot help me with that and advised me to call the 1800 number on the app. So I deposited my cheque in person and went home and waited almost 2 weeks for my next pay cheque. I tried to mobile deposit the cheque and got the message about not having access to deposit cheques mobile. I called the 1800 phone number and was told it is at the bank tellers discretion to issue me a new card or not. Now being someone with funds in my account that I've held with them for over 25 years, I have a high value credit card with TD and I don't just have good credit, my credit score is excellent. She explained to me on the phone there could have been an issue with fraud. Now this issue isn't on my end and if they had some fraud activity on their end related to my account I was never informed. Maybe this is a common reason why access for mobile app deposit is not granted but if that is not the case here why can I not get a straight answer from anyone and get this issue resolved. In the end I closed my checking and savings accounts which the representative quickly did without trying to find a better resolution and I moved my funds elsewhere. I paid my high value TD credit card to 0 and will no longer use it and I switched my insurance to a different provider.
I will not pay a company or bank over $200 a year in fees for services I am not allowed to use and can't even get a straight answer as to why I no longer have access to the mobile deposit in the app. If this is the direction TD is moving in with their customer service I am happy to no longer be a long term loyal customer.
Just wanted to let everyone know my recent unfortunate experience with this bank.