TD Bank In Damage Control Mode

MYFOXNY.COM - TD Bank, blasted for a slow response to a huge glitch that has left its customers with inacurate balance information and problems paying bills, has finally started trying to explain what is going onto it's customers.

Online banking was down again Friday morning.

The bank posted a message on the log-in page customers use to access their accounts.  It says, "We are experiencing delays in updating certain account transactions which has impacted some of our Customers. Across the organization, all hands are on deck to resolve these issues, and get back to business as usual. From Maine to Florida, our employees remain focused on helping our Customers through this period."

The message goes on to say, "We sincerely apologize for the inconvenience this has caused and we thank you for your patience and understanding. Rest assured, your accounts are safe and secure."

The message has a link to a list of what the bank calls "Frequently Asked Questions."

Q. Why have my account balances not been accurate?
A. We are experiencing a delay in updating certain account transactions. As a result, it is taking longer than usual for credits and debits to appear on your account, and the balance may temporarily be different from your records. Please be assured that your accounts and your money are safe, but we are running behind in processing. Your transactions will be processed and your balances will be updated once this processing is completed.

Q. What if I incur overdraft or other fees?
A. We will not charge you any fees on your TD Bank account(s) as a result of these delays and we will reimburse you for any fees you may incur from other banks as a result of these delays.

Q. Online Banking and Quicken have been unavailable sometimes during the day. Why is that?
A. As part of our normal processing, Online Banking and the link to Quicken are unavailable each day when transactions are updated. Knowing how important Online Banking is to our Customers, these updates are typically completed during the overnight hours to minimize the impact to our Online Banking users. The delays that we've experienced recently have required us to conduct system maintenance at other times of the day so that transaction updates can be made.

Q. What is causing the delay at your call center?
A. Many of our Customers have had questions about their accounts and have called our call center. This has led to unusual call volumes which have created longer than normal wait times. We have added additional staff, opened our stores earlier, and taken other steps to improve our ability to take our Customers' calls and questions.

Please be assured that these issues will be resolved as soon as possible and that we are working around the clock to return to business as usual. We sincerely apologize for the inconvenience and will keep you informed of our progress. If you have additional questions, please visit your local store or call us at 888-751-9000. We thank you in advance for your patience should you experience a delay in reaching a Customer Service Representative.

TD Bank's problems becane when the company attempted to merge accounts from New Jersey based Commerce Bank.

Customers have not been able to get accurate account information because of a glitch with the online banking system and many customers complain that they were not been able to contact customer service.

The problems appeared to continue into Friday moring.  MyFoxNY.com received notice from one customer who said their October 1st direct deposit paycheck was not posted, even as a pending transation, on Friday morning.