Consumer complaint received 2020-12-30
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Hello. So I have a car loan via TD AUTO Finance. My car was repossessed on XX/XX/20, I was in shock when it happened because I had spoken to TD auto finance on XX/XX/XXXX and we discussed that they would take a payment for my car on XX/XX/XXXX ( I was previously on a covid relief extension because of my job ). So I figured my car payment was taken care and no need to worry because my next payment isn't due until XX/XX/XXXX. Then on XX/XX/20 I was diagnosed with covid after being extremely sick, even took a 2 week pandemic leave off Wk from XXXX. So while the repossession is taking place, I call TD auto finance to find out whats going on. They immediate say the can not speak to me and transfer me to the redemptions / repossessions dept. I WAITED ON HOLD for that department to answer for 10 HOURS!! I called TD auto customer service 5 times from another phone while I held and they kept saying they could not assist. I insisted that this was a special circumstance given that I called in XXXX and scheduled this payment to be auto deducted. I asked multiple agents to speak to a supervisor and they flat out told me no. 10 HOURS holding is UNACCEPTABLE. I initiated the call at about XXXX and held until XXXX AT XXXX! the agents in customer service advised to continue holding because that dept closed at XXXX. Since I had no answer I called the next morning XXXX and finally spoke to a rep which said I had to pay {$2100.00} to get the car. I advised that this should not be happening because they were supposed to take payment on XX/XX/XXXX and I do not have that much money 2 days before XXXX. They said nothing could be done and I had two weeks to come up with the payment. I advised them that I was currently extremely sick with covid, and have been Off of work so if they contacted me between XX/XX/XXXX and XXXX XXXX, I didnt get any notifications. I advised them that I would send all the hospital documentation showing my COVID diagnosis and They did not care. I offered to give at least {$1000.00} and they still did nothing to help. This is the worst customer service I have ever experienced. To wait on hold for 10 hours With NO ANSWER and then not be given a supervisor Given the EXTREME CIRCUMSTANCE after countless calls is insane. Since then I have been trying to call back and the hold is HOURS and I can not get a hold of anyone and today is XX/XX/20. 

Attached are : 1. Multiple screenshoots of the call displaying how long I was holding. Their customer serviced number is ( XXXX ) XXXX 2. my hospital records showing I have COVID XXXX ( XX/XX/XXXX and I re-tested XX/XX/XXXX ). 

I need my car back! I shouldnt have to go thru this or pay repossession fees for something the auto finance company didnt follow thru on! Then to be in HOLD FOR 10 hours with no answer and no guidance and not having a clue if I will ever be heard is ABUSE! Everyday I call its the same thing unless its XXXX! And Im lucky if someones answered even at XXXX. 

Its only right for TD AUTO finance to deduct all the repossession fees because they didnt follow thru and take the XX/XX/XXXX payment. They are charging about {$500.00} in repo fees and I can not afford it nor should I have to pay it.

Company response to consumer: Closed with explanation