Consumer complaint received 2020-08-03
Company: TD BANK US HOLDING COMPANY
State: AR
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
My wife and I purchased a XXXX XXXX new from a dealership in XX/XX/XXXX. On XX/XX/XXXX I mailed TD Auto Finance a check  in the amount of {$37000.00} for payoff. On XX/XX/XXXX at XXXX XX/XX/XXXX the check was signed for by XXXX XXXX in their XXXX ME office. After 17 days of not receiving the title I called my bank who issued the check. I was told that the check had not cleared the bank. I then called TD Auto Bank and inquired why my pay off check had been processed. I was advised by TD Auto that they did not have the check. ( When you call TD Auto you speak to a representative that does not have contact with the XXXX ME Office ). I then contacted my bank again and was advised they could not do anything until 30 days had passed from the time TD Auto signed for it. 

At 31 days the check still had not cleared the bank and I still had not received my title. We had to also make the XXXX payment due to the pay off check not being processed. I called TD Auto again and asked to speak with a manager. The manager advised me he could see where the check was received and signed for at the corporate office, a copy of the check had been made and the check mailed back to my bank. I then contacted my bank who had not received the check at that time. 
At this point I gave it two with still no check being received by my bank. My wife and I both once again began calling TD Auto and requesting to speak with a manager. A manager finally contacted us back and advised us once again that the check had been mailed to our bank. We gave it two weeks again with the same results at the end -- still no check.

This same process has repeated every 2-3 weeks since the end of XXXX. Each time we finally do get to speak with a manager we are told that the check has been returned to the bank. Each month since the start of this process we have also had to keep the monthly payments up to date. Three weeks ago I was able to track down a phone number to the TD Auto Finance Corporate office located at the physical address I had to mail the pay off check to in XXXX. Upon calling this number I was placed on hold for over 90 minutes and never was able to speak with someone. At this point I then again called the number on my monthly statement and asked to speak with a manager. A manager name XXXX called me back. XXXX was brought up to date and all issues since XXXX and he advised me he could see in my account notes where the pay off check was received, copied and mailed back to my bank. This manager then  confirmed my banks mailing address with me -- which was correct. This manager then stated that this issue was " a TD Auto Finance mistake ''. At this time of the conversation I asked to be mailed a complete copy of all notes in their system regarding my account. I was advised that those were for inner departmental use only and that I could not have them or the notes pertaining to the pay off check issue. 

Each manager I spoke with advised me to just have another check made out for the payoff of {$37000.00} and send it back to them. They promised me that no one would cash the current pay off check ( that I am responsible for ) that they can not account for or has yet to today arrive at my bank. My bank has also advised me against sending a second check until the first one is either processed by TD Auto or is in my banks hands and secured. 

I feel as if I have made valiant attempts to pay off my vehicle loan with TD Auto in a timely manner. I also feel as if I have been very patient with them given they have lost a check of mine for {$37000.00}. I also feel as if they have had ample time to resolve this matter with me. It's as if the workers can not or do not correspond with corporate offices.

Company response to consumer: Closed with monetary relief