Consumer complaint received 2019-12-06
Company: TD BANK US HOLDING COMPANY
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Getting a line of credit

Complaint:
I logged into my XXXX XXXX to check my credit. I saw that TD Bank offered a line of credit to consolidate high interest credit cards. I began the process got most of the way through then I made a phone call and found out the loan was not being serviced by TD Bank but instead the loan was being serviced by a debt consolidation bank called XXXX. I called and reached the manager XXXX XXXX, we spoke about my loan application, I requested that he cancel the loan application because I refused to do business with XXXX XXXX  due to their low customer service rating. He assured me my credit did not receive a hard inquiry because I did not continue on through the loan process. He also assured me if my credit did have a hard inquiry he would remove it. 

My whole concern revolved around the fact that TD Bank was the only institution showing on any of the loan applications. I called TD Bank to complain about the bait and switch using TD Loan 's logos and software but no where does it state that a 3rd party would service the loan. 

Here is the copy of my email to XXXX XXXX a manager at XXXX XXXX ; Fri, XX/XX/XXXX, XXXX XXXX  to XXXX Thank you Mr. XXXX for taking my call today, I know you are a very busy man. 
With today 's financial climate, online security risks and identity theft, I felt obligated to reach out and convey my distress and concerns regarding the financial documents that were faxed to ( XXXX ) XXXX. 
No where in the loan application processed did I read that XXXX would be servicing the loan, or that XXXX would be in receipt of my financial documents. 
I canceled my loan application today because I do not wish to do business with a third party. I chose to do business with TD Bank not XXXX XXXX XXXX. 

There were two things I hoped to clarify with you today.

1 - no hard inquiry by TD Bank or XXXX will appear on my credit report. 
2 - no denial of credit by TD Bank or XXXX XXXX will appear on my credit report. 

If those items do appear on my credit report please be assured it will not be taken lightly. 

Thank you for taking the time to listen to my concerns. Thank you for assuring me that a hard credit inquiry was not submitted on my credit file, and that credit was not denied to me by either XXXX XXXX XXXX or TD Bank. 
Happy XXXX. It was a pleasure talking to you. 

Best Regards Shortly after that email I received another email stating that I was denied credit and that my credit has been pulled, even though I had just spoken with the manager, and he pulled my account to see the status. I cancelled the application with him over the phone prior to completion. 

I then sent a follow up email to Mr. XXXX and a copy to the Attorney General of North Carolina. 


XXXX  XXXX XXXX Attachments Thu, XX/XX/XXXX , XXXX XXXX ( 23 hours ago ) to XXXX Good Afternoon Mr. XXXX. 
We spoke on XX/XX/XXXX regarding a loan application that I cancelled. 
Please remove the hard inquiry that has appeared on my credit report. 

I also received notice of another loan application in my name from XXXX XXXX. I did not apply for any other loans after our conversation. 
I will be reporting that as fraud. 

Attached is the screen shot of my credit report. When we spoke you assured me a hard inquiry had not been performed by TD Bank. 
Thank you for your assistance. 

I will be following up with all of this to the Attorney General 's fraud department in North Carolina next week. 

Thank you. 
Sincerely XXXX RE : XXXX Client XXXX He responded back to me yesterday ; XXXX XXXX XX/XX/2019, XXXX XXXX ( 21 hours ago ) to me Ms. XXXX I have received your emails. I am currently working with our team to resolve your concerns. I will update you once I have a resolution. 

Thank you! 

XXXX XXXX Then TD Bank sent me a nasty little email that saying, " You agreed we could run your credit when you clicked on our application link. ( Lie ) You don't have your credit pulled until you submit your proof of income, and receive the interest rate you qualify for, which never happened, and agree to take the loan, which I did not. 

I want the hard inquiry removed and the denial of credit removed from my credit report. It should not bare the responsibility to deal with a company that I refused to do business with because they gained my business under false pretense. 

Today I went back online to see if TD Bank was still offering personal loans though XXXX XXXX, they are not. Mr. XXXX agreed that the offer did not disclose the 3rd party arrangement. No where in the loan application process did it ever reveal XXXX would serviec the loan, only TD Bank. When you call the phone number listed on the application XXXX  answers as TD Bank. Bait and switch. The only way I found out about the arrangement was by calling the TD Bank in XXXX SC. I asked for a senior loan officer. We started talking about the different loans available. I told her what I was going through, she revealed it was XXXX XXXX and suggested that I come down and go through the loan process at TD Bank. No thanks. 

I am angry at myself, but I am ore angry with TD Bank for putting me through this. Terrible customer service and deception. That's why I am staying put with my local home town bank. Oh and to make matters worse, some Bank called XXXX XXXX sent me a loan denial. I've never heard of them, nor have I filled out any kind of loan application. So now I have to freeze all my credit files. Thanks TD Bank.

Company response to consumer: Closed with explanation