Consumer complaint received 2020-09-15
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
We have a mortgage loan with TD Bank. In XXXX, when we suspected that my husband would be furloughed due to Covid, I called to see what our options were. I was told that TD had a Disaster Relief program and that we would be granted a 2 month EXTENSION on our loan. They would simply let us skip two months of payments and we would pick up where we left off with no negative credit effects and no future help being effected. 
We were supposed to received paperworkin the mail within a week. When we didn't, i called back. I was assured that we were on the list but it was taking time to get the paperwork out. I was told again that it was an extension, but that it was actually 3 months, not 2. 
When we still did not received paperwork, I called back. My XXXX payment was almost due and I didn't want to not pay and find out that i should have. I was assured by a 3rd person that everythign I was told was true, that it was ok to not pay in XXXX and that we were on the list and paperwork would arrive shortly. 
So I didn't pay in XXXX. At the end of XXXX, we recieved our paperwork. However, the paperwork said that we had been signed up for a forebearance, not an extension. 
We called and we were told that they had " changed their minds '' and that " I guess I didn't communicate that information to my team '', We requested a call from a supervisor to discuss our options because we did not wish to be part of the forebearance. 
I'm told that there is a note in the system that they tried to call but there was no answer and they could not leave a voicemail. I guess they only call once and that's it. Even after repeated calls, no email or letter to say that they did try to contact us and were unable. 
We made our XXXX and XXXX payments at the beginning of XXXX and have paid each month since. 
My husband and I both called multiple times. Each time we were told that our case had been escalated and we would receive a call in 24-48 hours. 
I began giving them my cell phone number as well. We did receive a letter in the mail saying that since we had not opted out, we have already been extended for an additional 3 months.I spoke to one gentleman and he said that he could cancel the forebearance and apply our payments where they should go but we would get a late payment for XXXX and a hit to our credit score. I told him that was unacceptable becuase we were not given the correct into. told him that when he emailed his supervisors he should let them know I was very unhappy with being ignored and the horrible customer service. He emailed them and CC 'd their boss. No call. 
And the customer service reps just keep saying " Its not hurting you, it's just added protection. '' Well now I want nothing to do with TD and I want to take advantage of lower rates, so I'm trying to get a home equity loan. And guess what??? My mortgage shows it's in a forebearance. so It is in fact hurting me. I called again last Thursday. No return call. I emailed last night. No response. I called this morning and said if I do not receive a call today, I will file a complaint and call a lawyer. No call. 
All I want is the forebearance removed with no late payment for XXXX and no negative mark on my credit. Thsi could be corrected in 5 minutes, I'm quite sure. Instead, after 5 months, I'm still trying to fix somehting that was not my fault and I'm forced to take action.

Company response to consumer: Closed with non-monetary relief