Consumer complaint received 2020-12-17
Company: TD BANK US HOLDING COMPANY
State: PA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Cc : XXXX, XXXX, XXXX Bcc : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XX/XX/XXXX at XXXX XXXX  XXXX, XXXX and TD Executive Leadership, Please take this email as a formal escalation to immediately stop all mortgage refinance actions for XXXX XXXX and XXXX XXXX as it is 110 % evident that you do not want our business and your inaction is an actual deterrent and trying to evade our business. All of this is quite surprising - given the years Ive spent at TD as an previous XXXX and the strong credit demos my husband and I have established ; with those factors, I made the poor judgement of thinking that this refinance transaction would be smooth and seamless. But TD has not only proved me incorrect, but has MASSIVELY inconvenienced us in the process. This entire experience was a complete waste of time, money, and resources on our part please take this as a formal request to stop immediate refinancing exercises with the bank and remove all and any credit inquiries and/or tradelines to our bureaus as we do not wish to continue business with TD. 
Im copying Executive Leadership on this note because I think its important for this group to understand that getting back to basics in servicing could have been an ultimate game changer in this experience ; but since even the basics, like timely requests and transparent dialogue, cant be handled within such a big business line leads me to assume that there may be a shaky future for your institution. As a fast follow on I will ensure that all of our accounts and investments with TD are closed as well. 
Your immediate remediation and follow up is requested. Also, for your convenience, Ive included a brief synopsis of the experience below please feel free to contact me directly if you wish to have an egregiously overdue conversation regarding legitimate concerns. If my experience to this email follows the same suit as my previous emails, I will forward to legal counsel and all appropriate regulatory agencies. 
Regards. 
XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX  XXXX. XXXX, PA XXXX Details : XX/XX/XXXX2020 o Initiated refinance with TD Bank Mortgage. 
o Both XXXX and I completed all requests for documentation and access to credit within one business week through the TD portal. 
o Both XXXX and I completed all phone interviews and recordings within the business week mentioned above. 
o Received a settlement date of XXXX/XXXX/2020. 
XX/XX/XXXX Received a request from a gentlemen to come and assess the value of the home. Keep in mind we never received any heads up from the TD team that an appraiser and/or his name or business title would be coming to our home. Missed opportunity to ensure the satisfaction and security of your customers. But, at this point, it felt like knit picking on my part ( and not a symptom of whats to follow ) ; so XXXX and I just kept the train moving down the tracks. NOTE : WE HAVE YET TO RECEIVE ANY VERBAL OR WRITTEN NOTICE OF ASSESSMENT OF THE VALUE OF OUR HOME!!!!! NOTHING!!!! 
XXXX XX/XX/XXXX2020 No correspondence. No updates. No phone calls. NO FINAL ASSESSMENT OF OUR HOME ( in which we let a stranger into our home during a pandemic ). All of which led us to assume all the effort and compromises we put in over the previous six weeks were all set to go for XXXX/XXXX/2020 ( closing day ). 
XXXX XXXX 2020 at XXXX EST literally 34 hours prior to settlement day of XXXX we receive a request from XXXX XXXX for the below information and that we are pushing closing to XXXX/XXXX/20!!!!!! No discussion. No inquiry if that worked for us. No explanation. No phone call. No apology. : o Evidence of Homeowners insurance which was previously provided in XXXX through the TD Portal o XXXX explanation to previous inquiries from XXXX for refinance couple things to unpack here : It is a great concern to me that Im putting hundreds of thousands of $ s into TD, and you cant even get my husbands named spelled correctly. 
Timeliness why ask this question less than two days to closing? Mistakenly, we pivoted from XXXX to TD because at the time I worked at TD, had a number of accounts ( both debit and credit ), and some stocks ; it seemed best to consolidate financials into an organization, that at the time, I had complete faith and loyalty for. 
o XXXX to provide all page of fully executed divorce decree with settlement agreement confirming child support payments. 
I DO NOT HAVE ANY BIOLOGICAL CHILDREN. Im assuming that you need no further explanation as how this request leads me to have a significant lack of confidence in TDs general aptitudes. 
My divorce is more than a decade old and I had no settlement agreements tied to the separation. Although, the nature and timing of this request does lead me to ask the question around indiscriminate discrimination ; does TD lend differently to divorced individuals? 
o XXXX ( note in this request same email my husbands name is spelled correctly ) all page of fully executed divorce decree with settlement agreement confirming child support payments. 
Again timeliness of request. 
o XXXX and XXXX updated paystubs. 
Previously provided. 
XX/XX/XXXX two hours after receiving XXXX email request and the notice of closing date push by a week!!! I responded with the below requests/concerns - which at that point, if operating within a genuine culture of Legendary Experience, would have been treated as an escalation as I was clearly a frustrated customer. But its clear to me now, that you dont treat your customers, or at least your employees, with the any sort of consistency and/or level of XXXX  service. 
o XXXX as we move into the holiday season, Im less than thrilled that this is being pushed until next week and the very inconvenient tasks that should/could have been handled more than 30 days ago. Why was this pushed? Can we wrap this up by XXXX ( XX/XX/XXXX20 ) as originally planned? With regard to the divorce decrees I am legitimately irate about this request as we could have loaded all of these labor intensive materials into the portal over 30 days ago, no we are thrown this last minute request ( its labor intensive since both of our divorces are over a decade old and have little to no relevance on this mortgage request our previous tax ad account documents show our full financial picture and proof of no tax/title leans on previous mutual properties of which there were none ). We will see what we can pull together, but if we are going to belabor this until next week I want this mortgage request reassessed at the lower rates currently available since this agreement is more than stale and new information/tasks are being requested of us.and at the last minute with an inconvenient push to next week. 
Question to the group how does TD receive a note like this from a customer and just simply choose not to respond.AT ALL!? 
XXXX XXXX, 2020, XXXX EST XXXX and I provided responses and materials requested ( including duplicated tasks that were already fulfilled, ex. Homeowners insurance policy, and divorce decrees ). NO RESPONSE from TD. 
XX/XX/XXXX, XXXX EST Email from me ( XXXX ) asking XXXX and XXXX to confirm that theyve received my original note of escalation and confirmation that they have received all that they need. NO RESPONSE from TD. 
XX/XX/XXXX, XXXX XXXX  EST Another note to XXXX and XXXX confirming they are receiving my emails. NO RESPONSE from TD. 
XX/XX/XXXX2020 Another note to XXXX and XXXX asking if I missed anything from them regarding my service concerns and/or if they needed anything else. NO RESPONSE from TD. 
XXXX XXXX, 2020 Yet another note to XXXX and XXXX stating that I have not received a response or confirmation on any of my emails and I am extremely worried and, at this point, livid. NO RESPONSE from TD. 
XX/XX/XXXX2020 Another note and..you guessed it.NO RESPONSE FROM TD!!!! 

Now as you can imagine, there are a number of fair lending and regulatory escalation management themes above but the one thing I truly cant seem to get over is the blatant disregard for any level of customer service from your organization as a entirety, but within such a big revenue business and with prospective customers with extremely strong credit..seems like bad business to me. But at least at this point, we cant go any lower, and Im assuming I will hear nothing back from TD Bank. But it is the holiday season.so theres still some hope, I guess.

Company response to consumer: Closed with explanation