Consumer complaint received 2015-07-12
Company: TD BANK US HOLDING COMPANY
State: CA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
Dear CFPB, I would like to complain to you about TD Auto violating the law by reporting inaccurate late to my credit report and my wife 's credit report for errors that were caused by their unintelligent and unhelpful agents. We had purchased a vehicle ( vin # XXXX ) in XX/XX/XXXX which was closed and paid full on XX/XX/XXXX. around XX/XX/XXXX they failed to deliver statements our residence and proceeded to charge us {$47.00} without notifying me or contacting us. I called and disputed that late charge on the grounds that i had NOT received my statements for that month and they informed me that they would reverse the fees and would not report a supposed XXXX day late to the credit bureaus and yet we never received that late reversal and unfortunately they reported the XXXX day late to the bureaus, even though i called them XX/XX/XXXX to inform them that i had not received a statement so I informed them that I would send both payments together with the next statement, which was approved by their management considering it was a mail/bank error. Then again, XX/XX/XXXX I failed to receive a statement again and my wife called TD AUTO FINANCE to inform them that a statement was missing and we wanted to avoid charges and lates so we processed the payment just before the XXXX Day mark over the phone with XXXX, a TD Auto representative. She took our routing and checking number and said that the payment was processed and the funds would be removed within XXXX business day and no fees or reprted late would be incurred and she apologized for any inconvenience. But, for XXXX week i monitored my checking account to watch and see when the funds would be removed and they never were so after a week my wife called them again and asked for a manager by the name of XXXX. He proceeded to tell us that the payment was never processed and we were furious at their, yet again, lack of notifying us. Instead of notifying us of this issue they proceeded to charge us over {$200.00} in late fees and reproted us as XXXX days late, AGAIN, to the credit bureaus! W are so frustrated and we are still fighting this XXXX years on. We have written numerous letters and to different departments and they claim that though it was a bank error and an agents error they can not refund any fees or remove the XXXX XXXXXXXXDay lates reported on our Jeep 's installment loan for XX/XX/XXXX and XX/XX/XXXX. We are so frustrated and heartbroken and in the last XXXX days have done everything under the sun to receive help and TD auto continues to claim they have no information available to help us as everything is in " archives ''. That is so unprofessional and my wife and I have been ignored and our messages have not been returned and there has been no proof, investigation or information provided to us on their behalf. This is absolutely devastating to us and we are, XXXX years on, unable to obtain any more installment loans because of how TD Auto has handled our credit reporting, even though they apologized and promised no dates would be reported. We have lost over {$270.00} in unnecessary late fees that have made paying our minimium extremely difficult & insane. I believe that TD Auto is taking advantage of their clients and not providing correct, accurate or timely information when requested and keeping consumers in the dark when it comes to late fees and notifications of problems with processing payments and things of that nature. We do not deserve these bad marks on our credit report, this was a joint installment loan and neither of us are able to recover from this and now we have XXXX little babies and we can not finance anything because of TD Auto 's half truths and unprofessional and uneducated agents over the phone. Please, can someone help us? They refuse to work with us on this matter.

Company response to consumer: Closed with explanation