Consumer complaint received 2023-11-12
Company: TD BANK US HOLDING COMPANY
State: ME
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
This is a HELOC loan that I normally receive paper statements for in the mail each month. Statements stopped coming to me after the statement dated XX/XX/, which I received. The current due, ( by XXXX XXXX ) for that statement dated XXXX XXXX was {$420.00}. Although I have had trouble paying this loan, I am paid up through that statement. I have not received the statement for the payment due on XX/XX/, which should have been dated XX/XX/XXXXXXXX  -- the day of the month all previous statements have been dated. I also have not received the statement I should have received that would have been dated XX/XX/XXXXXXXX  for the payment due XX/XX/. 

It would not be the end of the world to just keep making payments over the phone for the XXXX and XXXX payments ( while I wait for the statement problem to get sorted out ), except that I have been told by the bank staff over the phone during my many phone calls to them that the amount due for XXXX is {$970.00}. This makes no sense as each month the payments have consistently been around {$430.00}, all the result of the increasing interest rates. A year ago this interest-only loan payment was less than $ XXXX  monthly. 

I have called repeatedly over the course of the last two months to ask for an explanation for the increase for the month of XXXX and for the statement for that and future months be sent to me. I still have not had a statement sent to me. Bank staff have acknowledged that I have not been sent a statement. I have also had a number of different explanations for the one-time increase, that this includes " fees, '' and/or an increase in interest and/or penalties. For what, I don't know because I have yet to receive a statement. I have had a number of bank staff tell me over the phone they will look into this and get back to me, which has yet to happen. One of these phone calls to the bank took place on XX/XX/XXXX when I spoke to an XXXX XXXX from Loss Mitigation, who told me she would look into this and get back to me. She has not. Again, this was just one of at least a dozen phone calls I have made to try and get this resolved with the bank, all to no avail. 

I am becoming increasingly concerned that the bank seems to be preparing to attempt to force me into a foreclosure situation even though I am trying to pay this loan and get it to be current. I have had one bank employee tell me over the phone that {$380.00} of this added " fee '' for XXXX was for an " appraisal, '' but I have been sent no further information. The only other time I stopped receiving statements for this loan was in XX/XX/, which was related to the bank setting up a foreclosure action that took me months to resolve as this also was the result of the TD Bank 's inability/refusal to communicate effectively with me over my attempts to works with them on another loan with them ( that all was also detailed in a previous complaint with the CFPB ). There was also an " appraisal fee '' added back then, which supposedly was an added cost that was removed after that problem was resolved with the help of TD Bank staff person in Maine who was specially assigned to my case after I filed a complaint with TD Bank 's executive offices in New Jersey.

Company response to consumer: Closed with non-monetary relief