Consumer complaint received 2017-06-05
Company: TD BANK US HOLDING COMPANY
State: PA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
XXXX XXXX, 2017- After an extensive amount of research, I went to XXXX XXXX XXXX obtain a debt consolidation loan to payoff credit card debt. I was rejected in the bank and started searching for another bank that offered debt consolidation loans. I applied for loan at TD bank the same day. <P/>XXXX XXXX, 2017- I spoke with XXXX at TD Bank , who said I was approved for the loan and requested additional documentation ( recent credit card billing statements ) to process the request. She explained she would be out and referred me to another contact in her department. I faxed the information to her and the next day. I received a call about going to my local branch located in XXXX, PA and set up an appointment scheduled for Saturday XXXX XXXX. I arrived at the Bank, waited for a very long time. The bank has a container of dog biscuits at the counter but no lollipops at the counter. ( Animals get better treatment than customers or parents with children? ) I was waited on by a XXXX XXXX XXXX. She printed up the closing documents, I signed for them and said that I would have to return on Monday XXXX XXXX, 2017 because she did not know how to cut the checks for the creditors and the remaining check which was disbursed to me. I rearranged my work schedule and returned to the Bank as soon as it opened. XXXX XXXX was there and her response was " Oh, you came back. The manager is not here who know how to print the checks. '' She called a number who provided instructions. Checks were sent to 3 creditors and I received a check. It took over an hour. I asked when my first [ payment was due, she said XX/XX/XXXX. I never received a billing statement and was unable to set up online account because my loan was entered into the system. XXXX XXXX,2017-I went to the XXXX, PA branch to pay my bill and spoke with XXXX since I had not received my billing statement. She stated that my account was not loaded in the system, there was no way I could pay. There was nothing she could do except speak with the Branch Manager XXXX XXXX. I left three telephone numbers : My mobile, my work number and my home number. XXXX said I would receive a call Monday XX/XX/XXXX from XXXX XXXX, the branch manager. I checked my phone throughout the day. XXXX XXXX never called and my loan was not in the system. XXXX XXXX, 2017-XXXX XXXX never called. I called TD Bank while at work. I spent 45 minutes on hold before speaking to someone. Afterwork, I called from home and spent two hours on the phone. Most hold times were about 30 minutes to get from one department to the next one. When I was connected to loans, XXXX assisted me and sent emails to the XXXX, PA Branch. She confirmed that my account was not in the system, it was never loaded and no billing statements were generated. XXXX said I would receive a confirmation call from the Bank once everything was loaded into the system. <P/>XXXX XXXX, 2017- I called Customer Service to follow up on the status of my request. Spoke with a Customer Service Representative who referred me to a Manager. Both were very nice and helpful. The manger explained that the loan would be loaded in the system it would take a few days, possibly longer due to XXXX XXXX weekend. My due date was scheduled for the end toXX/XX/XXXX and I would receive a bill in the mail. I never received a follow up call from anybody. <P/>XXXX XXXX, 2017-Received a call from a collections call from an agent telling me that my XXXX XXXX, 2017 payment was fourteen days late and how would I like to pay. It was XXXX XXXX XXXX XXXX. I became very upset since I did not have a bill or account number. I was furious since I had been patient since XX/XX/XXXX. It was XX/XX/XXXX and I was considered late ( by no fault of my own ). I told him I never received a bill and asked him, profanity included what king of operation they were running? I went online, could not access my account and called the collections area back and told them where to go. I was blown away by their insensitivity and callousness. There was no interest in resolving the situation. Completely lost my patience and became very angry. This has gone over a month. <P/>XXXX XXXX, 2017-In tears at this point, I called the 24/7 number and spent another hour waiting. Explained my situation to the loan department. She could not explain why I did receive a bill or a follow up call from the Bank but I could open a checking account if I wanted to. I was not exactly thrilled by the offer. I declined, since I already have a checking account. XXXX XXXX, 2017-Filed a complaint with the State of Pennsylvania who referred on Monday XX/XX/XXXX me to consumerfinance.gov.

Company response to consumer: Closed with monetary relief