Consumer complaint received 2020-07-22
Company: TCF NATIONAL BANK
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Our primary mortgage was marked " delinquent '' from Chemical Bank on XX/XX/XXXX due to a supposed escrow increase which caused our " on time '' payment to be incorrect by the escrow increase of {$170.00}. The escrow increase was due to a change in property taxes which came into effect in XXXX according to the bank. However, we had been in constant contact with the bank about how much our payments needed to be and how they were going to be paid since XXXX when our relocation company XXXX XXXX took over the payments and needed to know who and how to make them to Chemical Bank. Our relocation sent payments and wired payments in order to make sure the loan was in good standing from XX/XX/XXXX to the closing on XX/XX/XXXX. We received communication from Chemical Bank through written documents via email and phone calls from their customer service on XX/XX/XXXX thru XX/XX/XXXX that the payments were all being correctly made through our relocation company and Chemical Bank. Through this communication, we were of the understanding that our loan was in good standing and current. In addition, the communication started constantly and regularly in XXXX between all three parties ( ourselves, the relocation company, and Chemical Bank ) due to our relocation company taking over the payments and Chemical Bank sending statements to the previous address. We had worked through all of this confusion and payments were being sent ontime and regularly to make sure everything was up to date and satisfied. Then without notification from Chemical Bank, they marked our credit " delinquent '' on XX/XX/XXXX. Chemical bank knew that the house was sold and closing on XX/XX/XXXX, they sent us their last communication to us on XX/XX/XXXX that they knew the relocation company was making the correct adjustments in payments, and then they didn't reach out to us until after XX/XX/XXXX to tell us that we had been reported as " delinquent '' on our credit. 

Our credit dropped 80 points on my report and 100 points on my husbands which caused us to not be able to close 2 loans that we were pursuing for a house purchase. 
This has been devastating to our credit and our future. We have spent days, and many many hours contacting Chemical Bank and they refuse to help. They also claim that they reached out to us on XX/XX/XXXX by phone with a message but we pulled our phone records and show no calls from them. Also they claim that they send a statement showing we were late but we did not get it but did get 2 letters after XX/XX/XXXX still sent to our previous address in NY. ( eventhough we had it corrected in XXXX at the very latest and even believe that we called and had it corrected months earlier but we can't prove that ) It is tragic that a bank can ruin a family 's credit when they were in constant contact with us. We were making all of our payments on time, even wiring them when the relocation company took over in order to make them on time. Also, we have never been " delinquent '' on any loan or credit balance with them or any others. In addition, they knew that the house had been sold and were talking with us about the closing statements. And the " icing on the cake '' is that on XX/XX/XXXX they sent us a check of {$6400.00} because they said that we " overpaid '' our loan???? what??? How can they make those types of errors AND ding our credit which will affect us for 7 years!!! How can this be fair? In a few of our phone conversations after XX/XX/XXXX there were multiple people telling us that they were too busy to look into this because they were in the middle of a bank conversion to from Chemical Bank to TCF National Bank. Also, we are in disbelief that they are able to do this all during this COVID timeframe. They even admitted on multiple conversations that they were not able to reach people within their own bank due to them working from home because of COVID. Why is it one sided that a bank can completely destroy our credit during this uncertain crazy time when WE were doing everything possible to make sure everything was being done correctly and on time? 

I believe that this has happened to others also in reviewing their customer ratings and would like others to know about this bank and how this might happen to other customers if they choose to bank with Chemical Bank which is now TCF National Bank.

Company response to consumer: Closed with explanation