Consumer complaint received 2022-01-21
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On several occasions, when I go into the bank with simple questions such as what is my balance is my payment past due is my payment due what is the payment amount. 

On numerous occasions I was unable to obtain any information or I'm given the wrong information. 

On XX/XX/2022, I entered the bank branch on XXXX XXXX in XXXX XXXX Florida. I requested information about my mortgage, to a teller that was a XXXX male in his XXXX maybe XXXX lb. Being unable to give me any information, he requested assistance from XXXX who I believe is the head teller. This process, once again, goes on for an extended time. Then Ispeak to a customer service representative. End result is, I was told, by all 3, the payment was not due until next month, the payment due date is the first. The XXXX being the last day to pay without being late. 

Note that I'm a senior citizens and at times I get confused, so I was uncertain. I thought I had not made the payment but I'm a limited income and they told me no payment was due. 

I subsequently received a letter from TD Bank dated on the XXXX. The letter states that I'm past due and they may make derogatory comments on my credit report. 

When I want to know is, are they required to be able to tell me information about my account. isn't that servicing part what I'm paying for? 

This is a failure in service of the mortgage, are they in breech of the contract? 

I've been in several branches, on several occasions, when they told me they can not tell me any information because this is an old mortgage from the bank they took over in the mortgage crisis. 

Also when I, last year, applied for credit for a mortgage for XXXX Bank, also on XXXX XXXX in XXXX XXXX, the branch manager told me the reason that I was denied credit was because TD was reporting my mortgage as revolving credit to the credit bureau. 

I originally had a home equity loan, that was converted or modified, I have no access to those funds and it is not a revolving credit and their DEROGATORY comments have caused me a loss. 

I have requested that they change these derogatory comments to be a mortgage instead of a revolving credit with no success. 

How's the bank today Friday XX/XX/XXXX New York on XXXX XXXX in XXXX at approximately XXXX noon. I spoke to the Head teller again XXXX she told me that everything she sees tells her that it was paid and I was not past due I was not overdue. 

I then spoke to an assistant manager. I showed her the past due letter. She was confused and seemed unable to comprehend my problem or offer any assistance that would be productive. I told her if derogatory remarks where made by td on my credit file, that I may sue. She didn't seem concerned. 

She offered a representative to confirm the payment was made, that it was not past due and I had already told her I just made a payment. 

Doesn't part of my mortgage fees, pay for service, in which I can get details or information about the mortgage? 

Aren't they required to be able to tell me details? 

Isn't there reporting to credit bureau and refusing to change the remarks, that My mortgage is not revolving credit, illegal?

Company response to consumer: Closed with monetary relief