Consumer complaint received 2022-06-24
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX Dispute XX/XX/XXXX Report - XXXX Ive paid my TD Bank mortgage ( including tax and home owners statement ) on-time and sometimes early for years. On at least four ( 4 ) occasions in the last year, a TD bank teller or someone in the TD bank central office incorrectly entered my mortgage payment in an incorrect account ( I also have a home equity and checking account at this branch ).

On each occasion, when I received my next statement showing the issue, I met with one of the bank managers at my branch office ( TD Bank, XXXX XXXX XXXX, XXXX, NJ, XXXX ) and he addressed the problem by calling the TD bank central office and correcting the error. I have notes and names of three of these people if this is needed to investigate this problem.

The most recent repeat of these errors was in XXXX, XXXX. On XX/XX/XXXX, I met with one TD bank manager, XXXX XXXX, who spent a half hour on the phone with TD bank central office, concluding that the problem was resolved. However, my next TD bank statement on XX/XX/XXXX did not show the resolution. I called the TD bank central office on XX/XX/XXXX and was eventually connected with a representative ( XXXX XXXX who spent the next hour on the phone with me without any resolution of my problem. XXXX did not appear to be very competent ( i.e., he could not find records of this or previous disputes on his computer and he indicated that some other department would need to become involved ). Apparently, there was never any follow up on my problem by the anyone else since I was never contacted by the TD bank central office after that frustrating, long phone call.

Lacking useful customer service by the TD bank central office, I met again with one of the local TD bank managers at my branch office on XX/XX/XXXX, this time with XXXX XXXX, who also spent a half hour on the phone with TD bank central office trying to correct the problem. He requested material from the home office to resolve the problem but added that the problem should be taken care of by the TD bank central office shortly. Yesterday ( XX/XX/XXXX ) I stopped at the bank and spoke with XXXX, adding that I received bank records from TD bank central office. He told me that they had not sent the information to him as requested and told me that he would follow up on why this oversight occurred by TD bank central office and why the problem was still not resolved.

Apparently, the TD bank central office has incorrectly reported my mortgage account as unpaid and, as a result, my credit score has dropped XXXX points from XXXX to XXXX. I place great pride in having a near perfect credit score and having it diminished by the sloppy, incorrect accounting of the main office of TD Bank is frustrating, annoying, and extraordinarily time-consuming. I want this dispute to be corrected and my TD bank account removed from my credit score evaluation. If TD bank central office cant keep my records straight, I dont want my credit score to reflect their errors.

Company response to consumer: Closed with non-monetary relief