Consumer complaint received 2020-09-21
Company: TD BANK US HOLDING COMPANY
State: OK
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:
On XXXX XX/XX/XXXX, I logged in online to TD Auto Finance to check my payoff balance. My payoff balance was {$10000.00}. I called and spoke with a representative and made two separate back to back payments one for {$10000.00} and one for {$660.00}. I received two confirmation numbers. The next day I logged in again online on my TD Auto Finance account and observed a payoff balance of {$60.00}. I called again and was advised that these were returned payment fees from our son 's insufficient funds bank account. I bought this car for my son and he was the the co-buyer and I was the primary. I took the vehicle back from him and assumed all payments. No payment was ever late. The monthly statements never noted any return payment fees and neither did my online account. Online it only notes ( - {$75.00} ) which means rejected payment. After making the {$60.00} payment over the phone, the representative advised me that my account will be paid in full. On XXXX XX/XX/XXXX, I logged in again and noticed that there was another payoff balance of {$730.00}. I immediately called and representative advised me that she will send this issue to management for an investigation and it will take up to 5 days before they got back with me. The next day XXXX XX/XX/XXXX I logged in again online and I noticed that my account was closed ( Account Closed ). I screen shotted all transactions online with this company. The on XXXX XX/XX/XXXX I looged in and noticed that the payoff balance was {$670.00}. I contacted this company through their secure messenging system this time. This was met with no results. All of the representative tell you that will have management look into these issues and nothing is resolved. Then on XXXX XX/XX/XXXX, I received the lien release documents which was signed by TD Auto Finance and dated XXXX XX/XX/XXXX. I very concerned because this company. I have 3 Credit Reporting in one monitoring and noticed TD Auto Finance reported that I still owe {$670.00} to them. They also report a payment due of {$200.00} on XXXX XXXX XXXX XXXX ). This also unusual. I called again and was finally able to speak to a supervisor who could not show me in writing or the reason for these these erroneous balances and erroneous handling of my account and others. The supervisor could not explain to me why I would receive the lien release also. The representative before her advised that they would contact the OK dmv and have them put a hold on the lien release. I advised the supervisor that I sold the vehicle ( XXXX XXXX XXXX ) XXXX XX/XX/XXXX to another party and the title was notarized by both parties with the lien release attached. The supervisor stated that she could waived some amounts but since {$670.00} was a large amount, she could not waive it. I have disputed these charges with credit bureau 's with no results. The only reason why TD Auto Finance the 3rd party finance company is because I have my wife and my XXXX family vehicle financed with our personal bank. I do not understand how a financial institution can still be allowed to operate with these unethical practices. I am a miltary veteran, retired XXXX  XXXX  and a XXXX. I am very disappointed that this company would do this.

Company response to consumer: Closed with monetary relief