Consumer complaint received 2023-11-08
Company: TD BANK US HOLDING COMPANY
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
Auto Loan completed paid off XX/XX/XXXX- confirmed by TD Auto Finance ( this is not disputed by TD Auto. They agree and have confirmed ) Lean Release reportedly mailed by TD Auto Finance on XX/XX/XXXX. This has never been received. Was not looking for it, not concerned because I still had the car Wanted to obtain Title to sell the car on XX/XX/XXXX. Called TD Auto and was told the document had been mailed in XXXX. Entered a request on XX/XX/XXXX for TD to re-send the Lean Release. This is confirmed by TD Auto Finance and not disputed. 
XX/XX/XXXX I still had not received the Lean Release. I called and was told that the Lean Release was mailed on XX/XX/XXXX and that I should wait XXXX more days XX/XX/XXXX through XX/XX/XXXX- I have called almost every day to report that I still have not received the document and asking for help. 
Called XX/XX/XXXX and talked to XXXX. XXXX agreed that it had been too long and said that she was creating an Escalation request to expedite and that it should be mailed in XXXX days. 
Called 3 times on XXXX XXXX. XXXX ) First talked to XXXX ( different person ) was told that no Escalation was entered but that she would escalate. Was told they could overnight if I had a Fedex number. Advised me to get a XXXX number and call back. Said that she would note in the Escalation that I would be calling back that day with a Fedex number. Got on XXXX website and created an account. XXXX ) Called back and talked to XXXX. XXXX told me there was no escalation process that he was aware of, and that TD Auto could not XXXX. I asked to talk to XXXX and he said he didn't know who XXXX was. I asked if he could look at her note about the Escalation and get her name. He told me there was not record of XXXX creating an Escalation. When I pressed him to transfer me to her, he hung up on me. XXXX ). I called back and talked to XXXX. XXXX was extremely helpful. He told me that there was no Escalation in the system but that he was entering the Escalation. He put me on hold for XXXX minutes and came back telling me he had approval for the Escalation and to have the Lean Release overnighted. I gave him my XXXX number. He was extremely confident and told me that the document would be mailed " Monday ( XXXX XXXX ) or Tuesday at the absolute latest ''. He told me to call on Monday and they would be updating the status. 
Monday, XX/XX/XXXX - Called again to check status. I was told there was no update to the status but that it would likely go out end of day. Did not right down the persons name but she assured me that the escalation was being processed, and advised that I call back on Tuesday. 
Tuesday, XX/XX/XXXX- Called to check status in hopes that the document was mailed. The person was at first unaware of the Escalation, stating that the document was mailed on XX/XX/XXXX. When I pressed and told her about the conversation with XXXX and the call the day before, she told me that " Supervisers come into the office on Tuesdays and handle the Escalations ''. She assured me that the Lean Release would go out Tuesday end of day and that I should call back Wednesday ( XXXX XXXX ) she was sure they would be able to confirm the document was mailed. 
Wednesday XX/XX/XXXX - Called 3 times. XXXX ) Individual that I talked to said there as no record of my request. That the document had been mailed on XX/XX/XXXX. I pressed and pressed, asking about XXXX and XXXX and the Escalation they had entered. No record of it, but she would take care of it now. I said no, I want to know what happened to the Escalation but in by XXXX on XXXX XXXX. No record of any of it. No Fedex number, no escalation no record of conversation with XXXX or XXXX. I asked to talked to a supervisor. She put me on hold and came back and said " I talked to the supervisor and we have entered the escalation in the system ''. I said I've been told that multiple times, what happened to the Escalation entered last week that was supposed to result in the document being mailed yesterday. No answer. She told me this was a XXXX issue and that I should call XXXX. Wow. I said you call them and see where that gets you. It's ridiculous. I continued to pressed multiple times until she finally transferred me to XXXX ( same XXXX as before? ... I assume so but there was no recollection of our prior conversations... hmmm ). XXXX said they had entered the Escalated request. blah blah blah. None of which I believe. I pressed about what happened to the prior escalations. Told her I didn't believe anything I heard from them. I'm getting the same story. She ultimately just flat out Hung Up on me. Yes. Hung up on me. 
I called back and asked the status. Was told it was being escalated ( yea... I've heard that before ) so I asked to talk to a supervisor. After pressing multiple times, I was finally forwarded to XXXX. XXXX told me that she was approving an escalated request and to have the document overnighted. So this is at least the XXXX person since XX/XX/XXXX who told me this was escalated, and yet every time I call there is no record of an escalation. I pleaded with XXXX. I asked her to let me drive the XXXX hours and pick it up. I asked her to get XXXX on the phone and find out what happened. I don't believe XXXX lied to me, so what happened? No matter what I requested, her answer was always we have entered the Escalation and that I should wait XXXX days for processing. I said I've already waited XXXX days and been told the same thing XXXX or more times. It's always XXXX days. What happens when I call in 3 days, 4 days and 5 days and there is no record of the escalation. She assured me that it would be overnighted and she gave me her full name name and extension. 
Will I get the document? I'm very doubtful. Will I ever be able to talk to XXXX, or XXXX, or XXXX or XXXX XXXX I'm even more doubtful. It's reported been escalated by XXXX people on XXXX occasions, but there is never any record of the escalation when I call back. I don't know what to do next. I'm going to wait 3 days..for the XXXX time since XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief