Consumer complaint received 2018-06-25
Company: TD BANK US HOLDING COMPANY
State: LA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
To whom it may concern : On XX/XX/XXXX, my truck was repossessed and taken from my driveway. The repossession occurred around XXXX XXXX in the morning. Due to an automatic draft era with my bank, my truck loan was not paid. I immediately revered my truck within 12 hours of the repossession. I paid {$860.00} for towing, {$650.00} for fees, and {$1100.00} for past due amounts. The total amount for recovering my vehicle was {$3600.00}. My truck loan is only {$710.00} a month. In all paid 5 months of truck loans. I only owed for 2 months. My account was over 60 days due on XX/XX/XXXX. TD ( TD Bank ) also charged me for sheriff fees for my truck to be taken off my property. The sheriff fees are only supposed to be issued if I deny the sheriff access to my property. I did not protest the towing. No sheriffs were present. I paid the requested amount on XXXX the XXXX, XXXX before XXXXXXXX XXXX. I did not get the location of my truck from XXXX until that afternoon. TD lets XXXX handle their repossession claims. XXXX hired a XXXXXXXX XXXX XXXX XXXX XXXX to tow my truck. My truck was towed with the front axle wheels on the ground from my house to the towing yard. When I arrived I saw my truck in the yard. One of the workers asked me if that was my truck as I was looking through the fence. She informed me I had to wait until tomorrow because they were about to close in thirty minutes. I demanded my truck and fill out the necessary paperwork so my truck can be released. Before the truck was released to me, one of the workers asked me for my key. When he tried to move my truck, the gears would not engage. He informed me that the tow truck driver pulled my truck out of gear. This could have caused major damage to my transmission. I have not had my transmission checked as of yet. The worker used a forklift to raise my truck from the back. The truck was at a steep angle on the front two wheels. He got under the truck while it was raised on the forklift and somehow put the truck back in gear. 
I received a list of items that were supposed to be in my truck. When I entered my truck, my personal things were thrown all over my truck. There were only a few items on the list. I have several pictures that capture the state of my truck. The list was incomplete. The shoddy paperwork can be verified based on the pictures and the time/date stamp on the pictures. Only certain items the company thought were of value were listed. Those items if I recall were a XXXX, a XXXX  ring, and a custom {$4000.00} tenor saxophone ( which labeled as an old junk instrument ). None of my belongings were bagged like the other customers that showed up. I had to pay the towing company {$150.00} for this negligent treatment of my property in addition to the {$3600.00} that TD Bank required me to pay. 
Within a week of the repossession, my truck started to shake near the front axle. I notice my tires were balding so I replaced them with used tires in good condition for {$65.00} dollars a tire. Not long after that, I had to replace those tires again with used tires at the same price. Sensing something was wrong with my suspension, I bought my truck to a XXXX automotive center for an alignment. They informed me after paying {$20.00} dollars for the initial inspection, that both upper control arms were badly bent. XXXX estimated my repair bill to be {$2600.00}. I had to drive my truck to my home. I bought 2 upper control arms for my truck from  XXXX XXXX XXXX. I had a local mechanic replace the control arms. After the repair, I returned to XXXX automotive to get an alignment. I have not had any problems since the alignment. The alignment was {$50.00}. The upper control arm repair was close to {$600.00} dollars. 
I have been making my vehicle payments on the XXXX of every month since but I am two months behind because of repair fees due to the tow. I have talked to TD every month and made my payments over the phone. Last month, XX/XX/XXXX, a representative from TD listened to my story and advised me to ask for a two-month extension while paying on the XXXX of each month as usual. This month I made a phone payment on the XXXX of this month because TD offices are closed on the weekend. I called today to see if the payment cleared. The agent this morning advised me that the truck was out for repossession and that I owed {$1600.00} before XX/XX/XXXX. She also stated I received a letter in the mail. I did not receive the letter yet. She also began to falsely accuse me of being 90 days late since the repossession and I need to just pay the bill and she could not connect me to a supervisor. She told me they were all assisting other calls. I asked about the repairs and she gave me a number for TD redemption department. I told the agent that I already went through this process 3 times already. No one wants to accept responsibility. She advised me that was my only avenue to clear things up. I called the redemption department and the gentleman informed me that my car was not out for repossession and my phone payment was posted on the XXXX of this month. He said it was made on the 59th day. The previous agent from the call center said I was 61 days late and my truck was going to be repossessed and she needed {$1600.00} by XX/XX/XXXX. The redemption agent told me just try to make an additional payment so that I could be in good standing. He gave me the number for XXXX to file a claim for damages to my truck. 
When I called XXXX the agent told me that I should contact the tow yard. I told him that the company advised me to contact TD. I advised him that I had been through this process 3 times. He abruptly told me that I had not called and reported an incident. But my phone records show that I called all parties including XXXX. I am filing a claim for damages with XXXX. They asked for proof with receipts. I do not have receipts for the repair but I do have every other documented that XXXX wants. 
I just want someone to apology for their service and for damaging my property. It is evident that this vehicle loan for any entity is an opportunity to take property from poor people that may not have enough money to deal with all the fees. I am a XXXX XXXX with a XXXX member family. I can not afford to part with large sums of money at a time due to another persons negligence.

Company response to consumer: Closed with explanation