Consumer complaint received 2017-01-30
Company: TD BANK US HOLDING COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I rec 'd an Escrow Analysis Statement from TD Bank in XXXX XXXX which stated : Escrow shortage of {$130.00} and gave me XXXX choices ; # 1 ) pay the shtg. and new monthly pmt. will be {$360.00} ; # 2 ) do n't pay shtg. and new monthly pmt. of {$370.00}. Since I 'm on a restricted budget, I chose to make my XXXX XXXX pmt. of {$360.00} and wrote a note on my check as well as on my pmt. stub that I would pay the escrow shtg. in XXXX along with my XXXX pmt. Evidently, no one pays attention to notes written in red on either checks or pmt. stubs and this theory was confirmed by a TD Bank XXXX XXXX. rep. who later told me that " they do n't look at those types of things! '' So, due to the {$11.00} shtg in my XXXX. pmt., my pmt. was considered delinquent/unpaid! 
I began receiving Past Due statements and called the XXXX. Dept. I was made aware of the problem and told them I would make a pmt. to correct it. I was told to pay {$11.00} for the shtg. and {$7.00} late fee = {$18.00}. 
On XXXX I went to TD Bank 's XXXX XXXX/Cust. Serv. Rep. with ( XXXX ) cks., explained the situation and asked him to make sure these cks. were posted properly : # 1 ) ck. # XXXX = {$18.00} " to complete XXXX '' + late fee ( {$11.00} + {$7.00} ) # 2 ) ck. # XXXX = {$370.00} for XXXX pmt. 
**I have receipts for both of these pmts. 
I continued receiving Past Due statements and called again on XXXX, this time speaking with XXXX XXXX/Coll. Dept. " Team Leader '' who told me their records show I did not make a pmt. for XXXX but they did show a pmt. on XXXX for # XXXX ( which was my XXXX. pmt. ) but none for {$18.00}. He gave me information needed to fax him copies of my receipts which I did on XXXX/XXXX/XXXX. He was to call me when he rec 'd my fax but I never heard back from him again! 
I continued getting Past Due notices and called again, this time speaking with XXXX XXXX who also said no record of pmts. made on XXXX. He said he would contact XXXX XXXX and get back with me. Called me back on XXXX/XXXX/XXXX after speaking with XXXX who told him " I never rec 'd a fax and furthermore, I never even spoke to her ''!! They were supposed to contact me again but neither of them did. I told XXXX XXXX that I will not be making any further mortgage pmts. until this matter is resolved. He noted it on my acct. 
I have made numerous phone calls prior and since then without resolution. 
On XXXX as a desperate attempt, I went to XXXX Bank to speak with an officer there regarding this situation and to see if I could possibly change my mortgage over to their bank without too much cost. It will be impossible for me to do so but the person there made an attempt to help me by making numerous phone calls to TD Bank Coll. Dept., all on speaker phone. The first person denied any such acct. # and I also did n't exist even using my SS #! We finally reached a person in the XXXX/TD Bank Loan Dept. ( this mtg. was originally a XXXX loan which was bought out by TD Bank ). She told me that my outstanding balance a/o XXXX was {$770.00} ( 2 months ) and gave us another fax #. The following day I went to the TD branch and we attempted to fax the info. without success ... 4 times! I called her # and was told that they did n't know who she was or what her fax # was or what dept. I needed! ( I have the fax confirmations for those attempts ). 
Two days later, I rec 'd a statement from TD in the amount of {$1600.00}! I have gotten statements similar to this in the past and when I called them to inquire have been told to " just disregard the statement ''! 
What if I did n't call and just made the pmt.? Where would the $ go? 
Something is definitely wrong at this bank and I feel that they need to be investigated thoroughly by an outside agency. Hopefully, you 're the one that can help me! 
I am holding my XXXX, XXXX pmt. until this matter is resolved! 
Thank you for your help!

Company response to consumer: Closed with monetary relief