Consumer complaint received 2022-09-20
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Important background of this matter includes : - I have made a good faith effort to work with TD Bank regarding ongoing pre-construction mortgage statement delays ( generally delayed 2-3 weeks and delivered to my home address via USPS ) .

- I have requested online access to payment amounts, or access via phone calls, text messages, or emails providing account information, all of which have been denied by TD bank because of systems limitations. The online portal provided no current information regarding amount due for my preconstruction loan. I was required to await USPS delivery of my delayed statement each month in order to learn my current payment amount. MY TD BANK STATEMENT WAS NEVER RECEIVED WITHIN XXXX WEEKS OF THE DATE OF THE STATEMENT ( DUE TO CONSISTENT DELAYS THAT I REPORTED TO TD BANK REPEATEDLY ). 
- I have never missed a mortgage payment or had a late mortgage payment in my life ( first mortgage in XXXX ). 
- In spite of all of this, I expeditiously paid any TD bank statement I received on the day of receipt. All of my other debt payments are either previously scheduled or communicated well -- TD Bank allowed none of this and I was forced to await delayed USPS mail statements. 
- In XX/XX/XXXX my loan converted to full P & I after an 18-month interest-only construction period. 
- Twice in XXXX, twice in XXXX, and most recently XX/XX/XXXX, I contacted TD Bank to ensure that my account is in good standing with no late payments or other issues. I was informed each time that I have no outstanding debts, my account is in good standing, all payments are up to date, and no derogatory marks were listed. 

Nonetheless, TD Bank took the following action : 1. In a letter dated XX/XX/XXXX I received a notice of default, stating that my loan was in default ( in spite of representatives for TD bank stating that my loan is current ) 2. In a letter dated XX/XX/XXXX I was notified the following : " Please note that as of XX/XX/XXXX, your new payment amount is {$1600.00}... Please provide an additional payment of {$1500.00} by XX/XX/XXXX. '' No one at TD bank was able to substantiate this demand. ( Please note that the above is typed correctly -- on a letter dated XX/XX/XXXX I was informed that I owe additional funds from XXXX of the previous year, despite all interval statements showing a XXXX balance ). I paid this demand to avoid any repercussions while I tried unsuccessfully to address this error. I have not been able to reach anyone with any knowledge of this letter. 
3. On the XXXX of XX/XX/XXXX I learned that TD Bank reported my loan defaulted to credit agencies, and my XXXX XXXX decreased by XXXX points from the prior value of XXXX. 
4. I presented on XX/XX/XXXX at the TD Bank branch located at XXXX XXXX XXXX, XXXX, FL XXXX to resolve this -- I was informed that I would need to call the TD Bank mortgage line and was provided a telephone to do so. I spoke with XXXX XXXX, XXXX XXXX, who was unable to resolve the issue and instead forwarded the issue to the prior loan servicer from the preconstruction phase ( XXXX XXXX ). XXXX was unable to resolve the issue as of XXXX  on XX/XX/XXXX. 

This issues remains unresolved with no communication from TD Bank representatives.

Company response to consumer: Closed with explanation