Consumer complaint received 2020-12-24
Company: TD BANK US HOLDING COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This is our second attempt via CFPB, as TD 's first response was ( yet again ) generic. 

TD responses are either generic, or a toss specific terms that, while related to our specific situation, are inaccurate or skewed in favor of supporting the lending department. Specific points ( such as the one right below ) have been consistently ignored by TD.. 

ONE CLEAR EXAMPLE ~ TD Bank failed to show for a closing. EVERYONE was present tat the table ... .buyers, realtors, builders ... .nothing from TD Bank. No one sending the final documents ... not a response from TD Bank for an hour after scheduled closing time. Everyone started leaving - no even an apology for TD Bank. We were already paying Per Diem Fees and TD failed to show, forcing closing several day out into the following week. TD would not accept any responsibility nor cover even the per diem fees for the now show. This is the tip of the iceberg, an easy example for someone to see the customer perspective ( which has been missing from this entire process. ) In aggregate we incurred excess of {$8000.00} of additional fees at the closing table plus higher interest for the life of the loans. 

We had two loans w/TD Bank that closed XX/XX/2019. 
Loans that were furnished were not the same as the loans that were promised. 
TD Bank kept changing the goal posts clear to the end of the process eventually landing at in what TD labels as the need to change product types as we did not qualify for said programs ( mind you the bank initiated and proceeded with our loans as qualified. ) Goal posts kept changing and qualifications were not fully disclosed as we continued to learn new twists and turns as we approached the closing date. We were promised NO POINTS, NO LOCK FEES. Each CD we were asked to sign showed said fees and we were told to just sign them as they are never accurate in the beginning ( and by not signing we would be delaying the process, which was already at risk ) - so we signed in protest and specifically called out the points and lock fees that we were told would be removed. They were never removed ... manipulated and lied to throughout the process. 

TD lending manager stated they were entitled to more 'of the business ' with these loans. 

In addition to the product changes, TD Bank missed closing dates forcing us into default and per diem fees w/builder. TD states closing dates were missed due to client 's efforts to qualify for said program ( which we state are a result of learning about new qualification requirements throughout. ) We assert that TD did not allocate appropriate time to work on the loans evidenced by weeks and weeks of no progress with no attention until we were approximately 6 weeks from original closing dates ... .evidenced by the agent stating delays because no one wanted to touch the loans, evidenced by all the delays blamed on vacation and unknown reasons .... evidenced by TD Bank failing to show for closings ( ie. on one closing date another department did not know how to handle a 1031 exchange so it never got done ... forcing a TD Bank no show ... ) evidenced by lost paperwork and documentation throughout. Inexcusable - and all of these problems, miscommunication and misinformation, outright deceit hit us for thousands at the closing table plus paying extra each and every month in mortgage payments. 

We seek a summary showing TD 's understanding of these issues from the customer perspective. We are seeking someone to address the each point we have presented one-by-one in the past, not brush over w/a generic statement from a CSR to check off a box that TD Bank responded to notice. 

Fixing these problems would include reimbursing the extra fees paid at closing and adjustment to the loans to match what was offered, what was accepted.

Company response to consumer: Closed with explanation