Consumer complaint received 2021-04-25
Company: TD BANK US HOLDING COMPANY
State: NY
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Charged fees or interest you didn't expect

Complaint:
I am resubmitting my complaint against TD Bank NA for non-compliance and no lien release of my XXXX XXXX XXXX. The loan was paid off in XXXX in full minus late fees. At this time, as of XX/XX/XXXX, I was told to email title with request to receive a lien release. At that time I received the lien release, which was notarized, but all information was incorrect. I was told to resend it for correct info, but when I received the 2nd lien release, which was notarized and the information was still incorrect misspelling my name again. Both lien releases had the correct VIN #, incorrect name of the car along with my name still misspelled. It was spelled as XXXX  and not XXXX. The letterhead also had a non-working telephone number so I was unable to contact them. I have been playing phone tag with the bank after the last lien release to correct this issue with no satisfaction. When I finally got through I was told I would receive the corrected lien release within 3-5 business days. The 5th business day came and went without lien release. I was contacted by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I Customer Experience Advocat ) to assist with this issue. XXXX requested that I email the 2 lien releases with the car title. Firstly, she gave me the incorrect email address. She contacted me on Monday XX/XX/XXXX by phone after I left her 3 messages on her voice mail prior. XXXX was to send me an email confirming receipt of information. Again she contacted me with her correct email address which was different from the one she originally gave me stating she never received my email. She stated to me that there is no record on my file/loan that these letters were ever sent. At that point I re-emailed the 2 lien release letters & title to the correct email address to which she replied confirming receipt and that she would contact me after it was reviewed and investigated. 2 days later we received an email from you Consumerfinance.gov stating that the complaint was closed whereas XXXX stated she never received my information that I emailed her. This is untrue since I am I possession of this email and will upload it with this complaint. I am tired of being jerked around by this bank. If I was told from day one to pay for the late charges I would have done so but if the late charges were part of my loans why was not by automobile repossessed as part of loan. It is 5 years later I still am in possession of the car with no threats of repossession. These lien releases were notarized by TD Bank XXXX XXXX. The car is to be donated to XXXX XXXX XXXX and I am paying insurance on this car for which I should not be paying. At this time I am paying more insurance and I am unable to donate it since TD Bank NA is unresponsive. When discussing this matter on the phone with the bank, they explained that in order to send a lien release late charges must be paid. At that time I explained that I already had these lien releases and why did they not appear on my account. Now at this time, between all this frustration, stress, and aggravation I dont feel I should have to pay these late fees as this was ever explained or correspondence sent regarding this issue. Who will reimburse me for the increased auto insurance? Where I live XXXX XXXX XXXX I am unable to leave my car parked without plates. This bank is leaving me no opportunity of reparations. At this time I am ready to contact my attorney to resolve this situation. Through some research this bank has multiple complaints against them. In closing, I would appreciate the commissions help in assisting with this egregious situation and not allowing the corporation hurting the little people. I am requesting my lien release be sent as soon as possible. Again I will contact council to go further. I need your help with teaching this bank a lesson in professionalism and humility for which they have neither.

Company response to consumer: Closed with explanation