TD Bank Customers Irate With Outage

PHILADELPHIA - A computer problem at TD Bank has led to a flood of complaints to Fox 29 and online via sites like Twitter.

Link: TD Bank Web Site

As of Thursday, Fox 29 received dozens of calls and online comments from people who have issues accessing their bank information, including not seeing automated deposits.

The problems started earlier this week, but customers told Fox 29's Michelle Buckman it's only gotten worse because, especially because this is the end of the month. So people are depending on their paychecks, which are normally direct deposit, to pay their mortgage, their bills.

And now customers say they can't even get access to their own money.

"I can't even get on the site to pay the bills," said customer Marlene Corris, of Cherry Hill, N.J. "So, they're telling me all their systems are down and it should be fixed, you know, every two hours they update. And I don't know what to do because when you pay your bills online you throw your envelopes away with the address. So I can't even write a check, physically write a check."

Customers are really sounding off on the company’s Twitter page, venting about the problems they’re having.

TD Bank has reached out to some of those folks via Twitter, trying to apologize.

Buckman held up just a handful of the dozens of e-mails she and the Fox 29 Newsdesk have received.

One woman said she was expecting her payroll deposit and mortgage payment to go through yesterday, neither of which have gone through, and she has other bills she needs to pay but can’t because she doesn’t have access to newly deposited money.

Another woman said she’s a “current, soon-to-be-former TD Bank customer,” adding that she has paychecks from three paychecks that haven’t shown in the system and she, too, has bills to pay.

Others said they’ve lost their jobs, are living paycheck to paycheck and really need the money.

TD Bank officials said they’re working very hard on the situation and, as of Thursday morning, are working on getting account balances updated.

They do say they will reverse, fees, charges and interest incurred as a result of this disruption.

Fox 29 spoke with Rebecca Acevedo from TD Bank earlier on Thursday. She said TD Bank was "having unusual delays on the overnight batch processing.

TD Bank is telling people to go to the branches and they should have had their money as of Wednesday night. So the customers who get direct deposit at the first of the month may experience delays getting their money."

Acevedo also said, "The 800 number is working but we have all our employees at full tilt and people are experiencing longer wait times."

The problem apparently started over the weekend when a computer system was being switched over as part of TD Bank's merger with Commerce Bank.

Some customers said on Wednesday the problems were still going on.

"All I have to do is get money out of my son's account so I can pay some bills for him and for me as well and they can't give me my account number," says Nick Walbridge. "They wont let me take money out of my own account. To do that I need a balance and I can't even get a balance right now."

"The only transaction that I needed to do today was to get money out and I kind of needed to know my balance and I wasn't able to get that," says Fanta Kamara.

Most people did not have any problems withdrawing money from TD Bank's ATMs.

Others, however, said on Wednesday doing any online banking has been impossible.