Consumer complaint received 2020-01-21
Company: TD BANK US HOLDING COMPANY
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Loan sold or transferred to another company

Complaint:
My husband and I voluntarily had our car repossessed because we had moved out of the country for XXXX  work. While out the country and even once we returned from our assignment we had been paying the remaining balance for the vehicle. We always did our due diligence and we had worked out a payment plan and had been paying each month with not problem. We had been told that the only way we could pay would be to call in, which we had no problem with. XX/XX/2019 is when things went downhill. We called as we always do to pay our bill and had on hold in the que for over a hour so because of work, we decided to try again another day. As we continued to call with no answer we assume it was because of the holiday season that they had been busy or closed. On XXXX XXXX at XXXX we received a voicemail from Td bank regarding our bill. Due to being at work we missed the call but returned the call the same day before office hours were over. We waited on hold for a while even while driving back home from work and never got anyone. We tried calling other reference numbers mentioned online in hopes that we would get the automated payment line as we had done multiple times before but the automated messages never brought us to that prompt they still have that option. I assumed since it was almost closing, no one was answering the phone anymore so we again tried the next day. Eventually after waiting for so long the automated System would say Our office hours are ... our website is ... goodbye and just hang up. Because of this message we assumed that it was due to the holiday hours. Again, we dont have a way to pay online. On XXXX XXXX after the holidays we tried calling again and was told our account has been turned over. XXXX XXXX we received a call from XXXX saying that they now had our account. We explained the situation to them and the guy proceeded to be rude and assault us. He told us there was no other option then to pay our balance within 30 days or they would take us to court. He proceeded to ask personal questions about why we went out of the country and if we had family that could pay our debt and he threatened to take wages from us if we didnt either pay the full balance in 30 days or do a {$4000.00} payoff within one week. We asked about a payment plan and he refused and said they will just take us to court. In all honesty, we can not give what we dont have. We have always paid all of our bill with every company weve ever been with so this is a first for us. We are honest people and want to pay our debt but rude remarks and threats were unnecessary. We called td bank again that same day asking why they had turned us over when weve always paid. The lady told us that she didnt understand why they would have since it had not been 30 days since our due date. She assumed it was a mistake but said that once it is turned over they have no power to get it back. We asked for a manager to call us back but we never received another call.

Company response to consumer: Closed with explanation