TD Bank — Local services in Jersey City

Frustrating Zelle Experience & Poor Customer Support

I had an incredibly frustrating experience trying to send money using Zelle through this bank. I attempted to send funds to someone in my contact list, only to receive a notification that the payment didn’t go through because the recipient had changed their email.

When I tried to update or delete her information in the bank’s app, it simply would not allow it—no option to edit or remove the contact. I used the in-app chat for help, which redirected me to call a phone number. After navigating the automated system and selecting “Help with Zelle,” I waited nearly 30 minutes only to hear a recorded message telling me to change my password if my account was compromised—and then it disconnected me.

I repeated this multiple times with no resolution.

Out of options, I physically went to the bank branch. Only one person was working, and after a long wait, I explained everything. Unfortunately, she couldn’t resolve it either and told me I would have to wait “a few days” before I could try to delete the contact again in the app.

Unbelievable that something as basic as updating a Zelle contact is this difficult—and that there’s no real-time help from customer service. This entire process was a huge waste of time and left me feeling completely...

On 6/28/2020: Two of the staff members asked me to wait in the drive through between the cars but totally serviced everyone else in the ATM lobby. I didn’t understand why they thought putting my life in danger (as the customer) was the best way for me to get a new card. I had my passport and i didn’t have a car to wait in since I can walk her there. Circumstance: I lost my wallet and i was traveling for work in two days.I desperately needed a new bank card. I told explained this to the staff politely but was dismissed and disregarded to stand in line between moving cars in the drive-thru. Why? Of all the people that you serviced you chose me to wait in the drive-thru? I get to the window and another woman comes and asks me to walk back to the ATM Lobby receive my new card and passport. What was the point ?!!! Good bank but this branch needs help in...

Absolutely inhumane service. I went to this location to transfer funds, the agent entered incorrect information (when I gave him written information and had given same information last week for another transfer) for every single field of the transfer. I went back again next day to get all the fields corrected. If I call to inquire about the transfer, people talk very rudely and make it seem like I am inconveniencing them by asking these questions to follow up on my transfer which includes my life savings. There is no empathy or understanding even if it’s their fault for entering incorrect information.

People are always in a haste, make it seem like you are inconveniencing them and are extremely rude. Definitely does not live up to the image of “America’s most convenient bank.” I have never been more...