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Thursday, October 1, 2009
TD 'not very convenient today' - Update

UPDATE: "TD Bank is not giving the full story to the media," says frustrated TD customer Shari Rathet of Newtown Square.

Since TD bought Commerce Bank last November, the banks have maintained separate accounts, Rathet says. Even though they were owned by the same company, she's needed TD's help every time she deposits her Neumann College paycheck, drawn from a Commerce account, into her TD checking and savings accounts. 

TD tried to merge the systems last weekend. But the system couldn't handle the transactions, phone lines couldn't handle the resulting increased volume of calls, and now "I have no access to my money. It is causing a lot of people a lot of inconvenience."

For a bank that calls itself 'America's Most Convenient Bank,' "it's not very convenient today, is it?" said Rathet's friend Dotti Bobst, of Glenolden. Her husband's Direct Deposit check didn't getposted automatically in their TD account this week, and Bobst is worried their payments will start to bounce. She waited an hour on TD phone lines this morning. On her third call "this nice guy Matt" was able to manually transfer her husband's check into their account. But she worries she'll have to try again tomorrow when her own check gets deposited.

ALSO: "They're going to lose customers," Gerry Cuddy, chief executive Beneficial Bank, Philadelphia, and a onetime Commerce executive, called to tell me. He says TD depositors are visiting Beneficial branches and opening accounts in "volume." Also, "This is critical... If you can't get access to your money, that’s it."

EARLIER: For the sixth day in a row, some of TD Bank's 6.5 million U.S. customers still aren't getting transactions posted in realtime, as the Canadian-owned bank struggles to finish combining account systems with the former Commerce Bancorp network. TD bought Commerce last year.

"Unfortunately, we experienced an unusual delay in our overnight batch posting again last evening," TD spokeswoman Rebecca Acevedo tells me. "All postings are up to date as of Wednesday evening, but now we are having an issue with last night's batch posting.

"We are working nonstop to resolve this issue. We are sorry about the inconvenience and we thank our customers for their patience and understanding...

"We expect to complete our transaction processing and have current account balances later today. We will reverse fees, charges or interest incurred as a result of this disruption... We continue to operate on full tilt to get this resolved."
 

Posted by Joseph N. DiStefano @ 10:31 AM  Permalink | 3 comments
Comments   
Posted 10:57 AM, 10/01/2009
Nickawampus Leroy
I can't fathom this ever occuring under the leadership of Vernon Hill. Vernon understood what the customer expects. Guess what TD BAnk...it's not this or the lame excuses.
Posted 12:22 PM, 10/01/2009
John Q. Public
Their website is down too -- time to take my money elsewhere.
Posted 04:35 PM, 10/01/2009
Localjoe
Day three of having no idea WTF is happening with my account. The number is now busy. Here I come "any other bank"
3 comments
About Joseph N. DiStefano
Joseph N. DiStefano writes this blog to feed his PhillyDeals column, which is printed in the business pages of The Philadelphia Inquirer every Sunday, Tuesday, Wednesday, Thursday and Friday. Joe has worked at the Inquirer, mostly, since 1988. He has also written for Bloomberg and Gannett, authored the book Comcasted, majored in economics at Penn, and fathered six children. Reach Joe at 215-854-5194 and JoeD@phillynews.com

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