Consumer complaint received 2023-06-05
Company: TD BANK US HOLDING COMPANY
State: MI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
In XXXX XXXX XXXX we traded in a XXXX XXXX that we had a loan through TD Auto Finance. The dealership took care of getting the loan payoff amount and received the title of the truck. We never heard anything from TD Auto Finance or the dealership to indicate that there was any issue with the loan payoff. In XXXX XXXX XXXXXXXX we received a monthly statement from TD Auto Finance that said the account was still open but there was zero payment due. I contacted TD Auto Finance through their secure messaging system regarding the fact that the account should have been closed in XXXXXXXX XXXX  XXXX. I did receive a response but I can not access that message now as the system says it is no longer active. The person that I spoke with today said that it was a statement but again I could not acces it nor shoudl we have owed anything. We did not hear anything else from TD Auto Finance so again we thought it was taken care of. In XXXX XXXX XXXX we received a monthly statement from TD Auto that said we owed {$42.00} with an additional {$15.00} late fee for a past due balance. I returned the statement with a letter that said the account should have been closed in XXXX XXXX  XXXX and again in XXXX XXXX  XXXX. Again, no response until we received a notification from XXXX yesterday that we were deliquent and our credit score had dropped XXXX points. We never received an email, phone call, or even letter stating that it was getting sent for collections. I sent a message via their secure messaging system again today after resetting the password as we have not used this account in 2 years. The response was to call customer service. We called twice, were put on hold and then hung up on. We reached a representative who did not like my tone and hung up on me. We called again and spoke with XXXX who was understanding of our issue but had to pass us on to his supervisor XXXX. We again had to tell XXXX the situation even though it was on our account but he said that he needed to hear it from us again. We understandbly were upset as no one has been willing to see that this is an error that needs to be rectified. XXXX was not happy with both of us speaking to him in a heightend tone and hung up on us. We called back again and spoke with XXXX who again forwarded us to his supervisor. We were on hold for XXXX minutes and then hung up on once again before speaking with anyone. So we called back again and waited on hold to speak with a representative when we asked again to speak to another supervisor. We waited on hold for 20 minutes to speak with XXXX. We explained once again what the situation was to XXXX who understood the issue and graciously said that they would remove the late fees but the {$42.00} was still due. We asked how that was possible if the truck was signed over to the dealership. He said the truck was never signed over and that they still had a lien on it. After 3 years?? I asked if I could speak to his supervisor but were told that they would have to call back in 1-2 business days. And even if the amount is paid, the credit report would still be delinquent and they can not fix that. I was begging for someone to please help us fix this but everyone kept kicking it to the next person.

Company response to consumer: Closed with non-monetary relief