Consumer complaint received 2019-03-28
Company: TD BANK US HOLDING COMPANY
State: CA
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:
We bought a XXXX XXXX XXXX XXXX from a dealership here in XXXX CA. They used TD Auto for the financing. The SUV  was in an accident on XX/XX/XXXX and was deemed to be totaled by our auto Insurance. They XXXX XXXX sent TD Auto a check for $ XXXX. Prior to that, TD Auto went in the dealer reserve funds and took out {$2300.00}. We did not know this until way after the fact with dozens of calls to TD Auto since the accident! My wife called XXXX to cancel the extended warranty or service contract. That refund was sent to TD Auto Finance on XX/XX/XXXX and deposited by them on XX/XX/XXXX. Again dozens of phone calls later TD has  maintained they have not received the check. My wife asked for and received proof of the checks from XXXX. TD could not do this on their own. My wife also had to call XXXX to file the GAP claim, because XXXX from TD did not do it as he said he would. When the GAP claim was filed, it was approved very quickly, because my wife did all the leg work for TD. She sent in all required Documents to XXXX. That check was sent out on XX/XX/XXXX and deposited by TD on XXXX XXXX Again, TD has repeatedly maintained they did not receive this check as well. Ally provided me with a copy of the canceled check. She sent it in to TD Auto. She has left repeated messages for the mgr of the Insurance resolution Dept, to which he does not return calls at all.His name is XXXX XXXX. She reached him today by fluke and she asked hi m what is going on? He gives her all kinds of stories and the runaround. She asked for his legal dept, he said they do not deal with the public. My wife asked him, '' so how would our attorney get in touch with them ''? he says oh fax in whatever to your file. Like how she faxed in the proof of the canceled checks to them since XX/XX/XXXX and XXXX and he said he was now seeing them! The biggest issue is an outstanding loan balance, with interest added daily in on my credit and I have been denied three time thus far for an auto loan, to get a replacement vehicle which we need.Each one citing high acct balances. Beside my home, I have three credit cards. I make good money and pay my bills on time. But this runaround is causing me a lot of stress and unnecessary headaches! MY wife is very ill and daily she wakes up at XXXX XXXX our time to reach these people, otherwise it is up to two hours holding to get someone. When she does get through, most are ridiculously rude! They claim they give legendary customer service? They need to change that to we give rude and unprofessional service! We get your payments and don't apply it to your accts. The last thing Mr XXXX said to my wife today is the funds had to be misapplied! One check maybe but what are the odds of two checks being misapplied and what is taking so long to find it and apply it to the right account? Something, just isn't right here.MY WIFE WAS THE ONE IN THE ACCIDENT. I AM ON THE ROAD FOR WORK. SHE IS THE ONE WHO HAS BEEN HANDLING EVERYTHING, SO SHE IS THE ONE YOU WILL SPEAK TO IF NEED BE. HER NAME IS XXXX XXXX. THANK YOU

Company response to consumer: Closed with non-monetary relief