‘Where is my money?’: TD Bank promises to refund customers’ fees after hours-long direct deposit outage
TD Bank has promised to refund any potential fees accrued during its hours-long, direct-deposit outage Friday.
The outage is still ongoing at this time.
We'd like to assure customers that any fees incurred due to missing direct deposits will be refunded once the issue is resolved," said TD spokesperson Mick Ramos in an email to the Star. The specifics have not yet been revealed.
In a message posted to TD Bank's app, the company said Some Direct Deposits are delayed. We are working to ensure the deposits are made to your account as quickly as possible."
Users have flagged thousands of outages of TD Canada Trust's website as of Friday afternoon, according to DownDetector, with 85 per cent of issues concerning deposits and the remainder regarding funds transfers and online banking. The cause of the outage is yet unclear.
The issue appears to be Canada-wide, with outage reports coming from most every province and territory, reads DownDetector's outage map. Some reports were also made from the U.S.
Ramos told the Star: We're aware of an issue causing delayed direct deposit payments to some customers. We apologize for the inconvenience and are working to resolve the issue as quickly as possible. We thank our customers for their patience and understanding."
On social media, some users were furious over the delays. I've been on hold over an hour. My pay wasn't deposited. What gives?!", one user wrote on Twitter.
Where is my money? An explanation? A planned solution?", another said on social media.
TD Canada responded to their post, writing: We understand your concern at not seeing your paycheque deposited. We have been made aware of an issue with direct deposits that we have escalated and is being investigated. We appreciate your patience while we get this fixed."
In a response to another customer, the bank wrote: We will continue to update the Service Interruption banner on the TD App/EasyWeb as more information becomes available."
A user responded to their post asking: Is TD going to cover all the charges in case bills bounce??"
TD has not yet provided information on how many people are affected, the cause of the outage and when the situation might be resolved.
This is a developing story.
Kevin Jiang is a Toronto-based staff reporter for the Star's Express Desk. Follow him on Twitter: @crudelykevin