Consumer complaint received 2017-11-01
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XXXX XXXX, i contacted TD bank mortgage services to inquired if TD Bank would be providing any deferment to customers impacted by Hurricane IRMA. The representative informed me that yes, they are providing 2-month deferment to customers in areas impacted by XXXX XXXX that she would need submit a request to the working back office team. After submitting the request she told me that i would be receiving a package through the mail in 5-10 business days. After 10 business days, i called TD Bank again, spoke with another representative and she said that there are a lot of request to please give it another 3-5 business days for the package to arrive. After the 5 business days, i called again and spoke with a XXXX and he said that he will make call to this department the following day to see what is going on. Few days later i started receiving collection calls as i was past due. I explained to the rep the conversation i had with the TD bank XXXX to please look at the call log notes. The rep apologized and told me that he will stop collection auto calls until XXXX. I called again XXXX spoke to a representative and explained again my issue and he told me he was confused because he 's done many of these requests and he does not understand why you have n't received a letter or package yet. He said that he would call me the following day or for me to call after XXXX pm XXXX and asked for him. XXXX i called back to speak to him, he return my call and said that the back office team told him they need proof of damage to property and working contract of with timeline when it would be completed. He was confuse with their response so he sent another email to that team asking why? He said he would get back to me the following day. on XXXX, i made a comment on XXXX to TD Bank leadership team, i received a phone call back the following day from XXXX XXXX, she began to explained to me that the reason a package was not sent was because my loan is an FHA loan and FHA is only providing forbearance for 60 days but at the end of 60 days, i would need to pay back the 2 months and current monthly mortgage payment. I was very upset and explained to XXXX that it took TD bank over 30 days to tell me that my loan is an FHA loan and i do not qualify for a deferment!. Because of the lack of due diligence in their process, now i am past due 60 days on my mortgage, if I would of know this information early i would of made arrangement to pay one moth  past due and begin making payments in XXXX. All we are asking if they could place these 2 payments at the end of the loan, i feel like we were mislead with all of the incorrect information TD Bank provided to me as a customer. I feel like we were mislead with all of the incorrect information TD Bank provided to me as a customer. They are asking me to complete an request for assistance form to request to look for other form of assistance. We are concern that a loan modification would be needed then interest change will increase and we would also be responsible for closing cost. we do not want this!!

Company response to consumer: Closed with explanation