TD Online Banking Was Down for Over a Week, and Customers Are Not Happy

EXCLUSIVE—  Online banking service for U.S. customers of TD Bank was down for over a week after the bank updated to its digital services, prompting multiple customers to flock to social media to express outrage, frustration, or calls to leave the bank.

The bank, which noted that it has experienced “technology challenges” as a result of the conversion, introduced the upgrade on February 12. Shortly afterwards, many customers reported being unable to access their accounts, and others are still claiming difficulty in logging in or accessing their accounts now, according to some accounts on Twitter:

@TDBank_US Is there an estimate when the online website will work again? I call login using the mobile app on my phone but can’t login on the website or an iPad.

— Bazinj (@Bazinj) February 23, 2018

TD Bank customer Stephen Kosloff told Bank Innovation via email that after the upgrade was rolled out, he attempted to log into his TD app by answering security questions, and could not get in. Attempting to log in a few days later with “no luck,” Kosloff stated that he then realized he had “zero access to [his] accounts.”

Kosloff said in an emailed statement that he would be “closing all of my accounts w/TD Bank” as a result of the problem. “I HATE HATE HATE this bank,” Kosloff said via email.

Other TD customers shared Kosloff’s frustrations, tweeting messages such as

This @TDBank_US upgrade is a total disaster. I still can’t access the full site and it’s Wednesday? #TDBank pic.twitter.com/cT23Jezhxu

— J Leash (@JLeasher) February 14, 2018

TD bank update went to branch “Do you know your site is down?”
Answer:”yes”

I say send them to Canada, but they are already there.

— Mike Portnoy (@TheCousinMike) February 13, 2018

TD Bank has noted that “most of the challenges” with the upgrade have now been resolved, according to an emailed statement on the issue sent to Bank Innovation. TD’s full statement reads:

We recently upgraded our online banking systems to enhance our customers’ digital and mobile banking experience.  During the upgrade, we experienced technology challenges as a result of the conversion. Team members worked through the weekend and around the clock to address these issues, and we believe that most of the challenges are resolved.

Once the upgrade is complete, we hope customers will enjoy our enhanced online and mobile experience, which includes more intuitive navigation, helpful tools and additional security features. We are sorry for any inconvenience to our customers during this conversion and continue to address their questions and concerns.

TD is not the only bank with digital banking issues this week: just yesterday, JPMorgan Chase reported a breach that allowed other parties to access the digital accounts of separate users, Bloomberg reported.

To learn more about mobile banking and cybersecurity, join us on March 5-6, 2018 at the Parc 55 in San Francisco for Bank Innovation 2018. Click here to register.